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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!
What is a Good Carpet Choice for Kids Dogs Cats and Pets?
Q. I am looking for a good quality carpet that can withstand children, cats, dogs and heavy traffic. I have a formal living room that you land in upon entering my house. To get to any other part of the house at that point, one needs to walk through the living room. My biggest problem is the traffic marks from the front door, across the living room and down the hallway to the bedrooms. This gets dirty fast.
A Nylon Frieze is one of the most durable and best-wearing carpet styles. There is only one type of carpet fiber that can withstand kids, pets, and heavy traffic, it’s a Nylon Frieze. Depending on how long you want your carpet to last, you need to choose accordingly. I suggest you take my free Carpet Foot Traffic Test and follow the prompts until you determine what face-weight and pile density might best meet your needs and goals.
For example: A 100% nylon frieze carpet style with a tuft twist of at least 6, a face weight of 38 to 45-oz, and a pile density of at 1800-2200 is designed to withstand 10 to 15 years of medium to heavy traffic. Frieze styles wear so well because they have a higher tuft twist and Nylon is the most durable fiber.
Smartstrand by Mohawk is another good option if you want a carpet that is easy to clean and is excellent at resisting stains. Between Nylon and Smartstrand I think that the most important thing to consider is your budget and how long you want your new carpet to last. Overall, Nylon will last longer, but Smartstrand will be a bit easier to clean. Smartstrand is also known as Triexta or PTT or Sorona and was invented by DuPont. Personally I am a fan of Nylon because it has stood the teat of time for over 70 years while Smartstrand has been around for about 10 years.
What are Carpet Specifications and where do I find them?
Take my free Carpet Foot – Traffic Test to help determine what Grade of Carpet you need to buy.
How do I choose the Right Carpet Fiber?
What Does BCF Mean?
Q. I have four kids and three dogs. I need a carpet that is able to take a beating. My question: I am confused about carpet specifications. What is BCF? I see these initials on the back of some carpet samples but not others? What does this mean?
BCF stands for Bulked Continuous Filament. You want to buy a carpet made from a continuous filament fiber. The work “Bulked” refers to a process where the manufacturer makes the strand of fiber beefed up, or bulked to create a fatter and more beefy feel. Think of it like using a volumizer on your hair, it makes it feel thicker and fuller. The “CF” or Continuous Filament, means the strand is formed or “extruded” in one long strand. When they make carpet from a CF fiber is virtually eliminates the shedding and fuzzing that you experience with a carpet made from a Staple Fiber.
What is a Staple Fiber?
A Staple Fiber is short lengths of fiber, usually 3 to 10 inches long, that are spun together to make a long strand. Strands are then twisted to form a tuft. When carpet is made using staple fibers, the carpet will tend to shed and fuzz for up to a year after installation. While this is normal, it is not a result that most homeowners enjoy living with. When you vacuum up bag after bag of loose fibers, it makes you think your new carpet will shed so much it will eventually become totally bald! So unless you like vacuuming three times a day, I suggest you be sure to buy a carpet made from a Continuous Filament Fiber.