Smartstrand Carpet Complaint

Smartstrand Carpet Complaint

Dear Alan

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,



Hi Ron

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?



Dear Alan

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’.



Hi Ron

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).



Dear Alan

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!





Buying Carpet From Lowe’s, Home Depot, Empire Today or Costco?

Hi! I am a retired carpet expert and consumer advocate. If you are considering buying new carpet from a big box retailer I would like to ask you to read my free article before you sign on the dotted line. If I can, I hope to educate you a little bit about the carpet business and how you can save money, choose your new carpet wisely and ultimately be very happy with your carpet purchase – No matter who you choose to buy from!

Here is a litle taste of what you will read on my free carpet information website;

  • Big box retailers, these Giant Nationallly advertized Carpet Retailers contract out to OTHER companies to facilitate their carpet sales, including carpet measuring and carpet installation services.
  • If you ever have a carpet problem or complaint, you may have a hard time knowing who to contact for a remedy. Homeowners often discover that no one is willing accept responsibility for making things right.

I am the only free and unbiased carpet information source for homeowners on the internet and I don’t sell carpet or own a carpet store. I really enjoy helping homeowners learn how to choose new carpet wisely and how to avoid carpet scams and save money on new carpet! Check out my website for more information!

Visit my website; Read more…

Carpet Condition Test – Clean or Replace your Carpet?

Should I replace my carpet or have it cleaned?

©2018 Alan J. Fletcher – Author of “The Complete Carpet Buying Guide”

Some carpets are designed to last for 3 years and some for 30, but sooner or later your carpet will have outlived its usefulness and will need to be replaced. Here is a quick test to help you determine if your old carpet is still worthy of another professional cleaning or if it’s time to start thinking about buying new carpet.

Is your carpet matted down?

One of the first signs of carpet death is when the pile starts to mat down in the main walkways. If your carpet is made of PET Polyester or Polyester and is matting down then it’s likely that your carpet is on its way out. Polyester fibers are well known for matting down and crushing because they are not very resilient. Once the tuft falls over and lays down it won’t ever return to its original upright position. In this situation having your carpet professionally cleaned will likely not give your carpet any renewed life.

However, if your carpet is made from Nylon or Sorona® then you may be able to remedy the matting problem with a professional cleaning.  Nylon is well known as the most resilient fiber and has the ability to regain its like-new appearance after being professionally cleaned. Sorona®, also known as Smartstrand®, PTT or Triexta is more resilient than polyester and can regain some of its like-new appearance after a thorough cleaning.

Have Berber Carpets?

If you have a looped Berber carpet made from Olefin and the once upright loops are now laying down flat as a pancake then it’s likely that your old carpet has seen better days. While Olefin is a very durable fiber, it is not very resilient and therefore prone to matting. Olefin is cheap to manufacture and is inherently oily by nature so it tends to attract dirt and is hard to keep clean. Many homeowners report that oily spots or stains reappear soon after being cleaned. If your Berber carpet is made from Olefin and is more than three years old, is matted down and looking dingy, then spending money on a professional cleaning may not yield beneficial results. It may be time to consider replacing your carpet.

Berber styles made from Nylon are much more desirable because they resist matting, are stain resistant and have a much longer lifespan. The only downside is the cost because Nylon is much more expensive to manufacture than Olefin. Expect to pay $20 to $40 per yard for a good quality nylon Berber carpet. If your Berber carpet is less than 10 years old and is made from Nylon, a professional cleaning can easily rejuvenate your old carpet and provide you with many more years of service.

Is your carpet permanently stained?

No carpet is stain proof and even the most expensive carpets can be ruined by staining. All carpets sold today have some form of anti-stain treatment either applied or infused. All topically applied anti-stain treatments can wash off or wear off over time.  Scotchgard® is a well known anti-stain treatment product that is topically applied and can be reapplied as necessary. Most carpet cleaning companies provide this service for a nominal fee. Stainmaster® carpets have an anti-stain system that is infused into the fiber and does not wash or wear off.

Professional carpet cleaners can remove most household stains but in some cases there is little hope. Carpet manufacturers have a list of certain types of stains that are not covered under their warranty including mustard, teas, bleaches, acne medications, plant fertilizers, drain cleaners, and plant food – to name a few.

If your carpet has permanent stains or damage caused from vomit, urine, feces, mold, mildew or other biological substances then your carpet may be a health hazard and should be replaced. Consult with your professional carpet cleaner if you need an expert opinion or advice.

Is your carpet more than 10 years old?

Most carpet and padding sold today is designed to last about 10 years. This is considered to be a medium grade or quality level that most homeowners select. Prices range from $20 to $35 per square yard installed with a rebond pad.  If your existing carpet is more than 10 years old and you have issues like ripples or wrinkles, color loss or fading, matting or crushing of the pile or a lack of padding support in halls, main walkways and on stairs, then your carpet and padding may be nearing the end of its intended lifespan.  Lower quality carpet may reveal these end-of-life warning signs much sooner and spending hundreds having your carpet professionally cleaned won’t make a worn out carpet or padding come back to life.

Is your padding worn out?

When you buy carpet it is very important that you buy the correct padding to go under it. Padding is considered the heartbeat of your carpet and once it fails to provide enough support; your carpet will start to wear out much faster. So when you are ready to buy new carpet, be sure to choose a good quality padding that is able to provide sufficient support and has a lifespan equal to the carpet you select.

If you find that your existing padding is worn out but your old carpet still looks like new, you might be able to just replace the old padding to give your old carpet several more years of added life. This is not a common thing to do and you should consult with your professional carpet cleaner to see if this might be a viable option for you.

Are You Getting Ready to Buy New Carpet?

When it’s finally time for you to start looking for the perfect new carpet, there are many important factors that you must consider to determine what grade of carpet can meet your needs, goals, lifestyle and budget. You should learn how a carpet is constructed including fiber type, face-weight, pile density and tuft twist to name a few. Choosing the wrong grade of carpet or padding can void the manufacturer’s warranty and be a very costly mistake.

The price of new carpet has increased dramatically over the past decade and there are plenty of common carpet scams and pitfalls you need to learn how to avoid. Visit my website for more free carpet buying information and check out my Preferred Carpet Dealer Directory to see which carpet dealers I recommend near you. Get a free coupon for up to $100 off and learn how to buy new carpet like a pro! In my Carpet Buying Guide, I reveal over 100 years of combined family carpet buying knowledge and experience to help you choose new carpet wisely, avoid common carpet scams and how to negotiate your absolute best carpet deal.

Visit my website at to learn more!

Alan J. Fletcher – Carpet Expert and Consumer Advocate

Carpet Condition Test – Should You Clean or Replace your Carpet?

Why do carpet salespeople keep pushing Polyester Carpet?

Carpet shopping is quite frustrating. I have been to approx 8 stores in the last few days. Each time the salesperson tries to steer me to polyester. I find it also difficult to comparison shop because most of them don’t give you any specifications of the carpet, but just say that this is a good carpet and I can give it to you for this or that price. They ask very few questions as to what you are looking for…

Does this sound familiar? Do you have a polyester carpet story to tell?

Did you try to make a carpet warranty claim?

Did your carpet have defects? did you try to make a valid carpet warranty claim? Did they tell you that your carpet problem is not covered under the carpet warranty? What is your story? What was the final outcome? What carpet fiber did you have, polyester? Consumers want to know the truth about carpet warranties. 

Did you buy a Polyester Carpet?

Did a carpet salesperson tell you that polyester carpet was durable and long lasting? Did you buy a polyester carpet because it felt so soft? Did your polyester carpet mat down and Crush within the first year or so? Did you complain to the carpet retailer only to discover that the polyester carpet warranty does not cover matting or crushing? Good or bad, I want to hear your Polyester carpet story!