This is an important post for those who are in the market for new carpet. Carpet defects are not common but when they do happen it can be difficult to get a remedy.
I’ve been a trusted consumer advocate since 1998 and a third generation carpet professional. I wrote the book about “How to Buy Carpet Wisely” and have sold thousands of eBooks over the past 15 yea…
Source: How To Buy Carpet Wisely
How Much Does New Carpet Cost? This is what most homeowners really want to know! New Carpet is more costly than most homeowners expect. To help you understand how much new carpet and padding will c…
Source: New Carpet and Pad Pricing Chart
The Truth About Buying Carpet By Alan J. Fletcher – Carpet Expert & Consumer Advocate What I’ve Learned from 30+ Years in the Carpet Business (And how I can help YOU save hundreds & avoid…
Source: How To Buy Carpet Wisely
Smartstrand Carpet Complaint
I am hoping you can offer some advice. We purchased Mohawk Smartstrand carpet for the master bedroom of a “seasonal” residence. Two adults and no pets inhabit the residence for approximately 5 months of the year.
The condo is in Florida. The carpet was purchased 8/2013. The carpet is showing excessive wear patterns anywhere we have to walk on and the carpet looks “matted” and frayed. Mohawk denied our claim because we didn’t have the carpet cleaned after 18 months. We pointed out that we had not been living in the residence for a total of 18 months. The store we purchased from in Naples, Florida asked us to have it cleaned and recommended a carpet cleaning company. Now after the cleaning, the carpet fibers look worse and the carpet looks dirty. The carpet cleaner also noted the wear patterns were not improved by the cleaning.
Mohawk has been difficult to deal with and the dealer where we bought it is not standing behind their product. Is there any way to contact someone at Mohawk other than the usual customer service representatives, who might have some authority to help us? Do you have any suggestions or recommendations?
Thank you for any assistance,
Can you tell me the room measurements and the price you paid for the carpet only? (Per square yard or by per square foot)
What type and density of padding was used? What was the total price for the whole job, carpet pad and installation?
Is this a beach house?
Thank you for getting back to me. I’m so discouraged by this situation.
No, it’s a condo on the 5th floor of a 15 story building, not directly on any body of water. The pad used was 7/16”, 7lbs density. Currently the carpet retails for $5.49 a square foot. I measured the room myself; the main area is 14’ x 29’. There is a 4x 4 entry area leading into the large area. There is a 10’x 4’ hallway from the main area leading to a bathroom and a walk in closet along the hallway approx 13’ x 5’.
Here is my opinion on the issue:
From your provided information, it appears from the amount you spent on carpet tells me that it is a good quality carpet (about $45 per sq yard) and the pad they used was of sufficient quality and density. The problems you are dealing with should not be happening to you. If a carpet shows major signs of wear and tear after just a few months, then there is something seriously wrong. I suspect there is a manufacturing defect of some kind. Your carpet dealer is your best bet for a solution to your problem.
A locally owned carpet dealer has some leverage with the carpet manufacturer in situations like this. Keep calling and asking for their help to resolve this. If you can’t get your carpet dealer to help you get your carpet inspected; get a valid claim filed with the carpet manufacturer, and/or get some sort of resolution, then you may want to consider filing a lawsuit in small claims court. (It’s not a fun thing to do and is often difficult to win).
Interesting update! The carpet dealer has now offered us a replacement allowance of $2,100 plus free labor if I purchase new carpet from them. I’m enjoying reading your website articles about how and where to purchase new carpet.
Many thanks for all your help and advice!