Mohawk Smartstrand Carpet Complaint (aka Sorona, PTT or Triexta)

via Smartstrand Carpet Complaint 

Smartstrand Carpet Complaint – Mohawk Carpet Complaint Denial

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. Mohawk Carpet Complaint was Denied.

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.

How Much Does Carpet Cleaning Cost?

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?

Smartstrand Carpet Complaint Denial

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’.


Selecting the Right Carpet Pad 


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).


Mohawk Smartstrand Carpet Complaint Denied

Consumer Carpet Buying Mistakes – Common Complaints


Dear Alan

Interesting update! The local 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 free website articles about how and where to purchase new carpet.

Many thanks for all your help and advice!


What Grade of Carpet Should I Select?

Learn more: Karastan Carpet Complaint

We had a Karastan nylon carpet installed about 8 years ago. It’s now deteriorating rapidly. We continue to find thousands of broken carpet fibers in the carpet and on adjacent surfaces every day, even after vacuuming. Please Help!

Why do most homeowners overpay for new Carpet and Flooring?

Why do most homeowners overpay for new Carpet and Flooring? 

It’s because they fail to do their homework! By doing a few hours of research, most homeowners can save a ton of money and end up selecting the right grade of carpet or flooring product that will meet or exceed their goals, lifestyle and overall expectations. 

I have written dozens of online pages on my websites which contain valuable content that you can use to help you make wise and informed carpet and flooring selections.

You should be very wary of all the scams and rip-offs that are prevalent thru-out the carpet and flooring industry.  This is a wake up call! I am sure you have heard about con-artists who are out to steal your personal identity and scam you out of your hard earned money with online phishing scams. Well the same is true in the carpet and flooring business. There are plenty of carpet and flooring scams that you need to learn how to avoid!

Visit my website to get education from my 30+ years of hands-on experience and stellar unbiased carpet and flooring information that will help you avoid common scams and rip-offs. Visit to learn how to avoid common retailer Carpet and Flooring Scams and rip-offs!

How To Avoid A Bad Carpet Buying Experience

A Common Carpet Buying Nightmare… After saving up for awhile you have finally stashed away enough money to buy new carpet for your home!

So you head over to a nearby carpet retailer and the salesperson helps you select the carpet of your dreams. After your new carpet is installed you are pleased with the way everything turned out. You love the color and how soft it feels underfoot.

Happy Dog

You upload photos of your beautiful new carpet to share on your social media page and are looking forward to inviting your family over for the holidays!


You feel confident recommending the carpet retailer to your friends and co-workers and post a positive review of your experience for the carpet retailer online.

Then a couple of years later… You now realize that your beautiful new carpet is starting to mat down and look ugly. Especially down the stairs and hall. and You see signs of wear along your main traffic areas and in front of your couch.

You try to spot clean these areas and vacuum the areas more often, but it doesn’t seem to help or make your carpet look any better… In a few months you come to the sad conclusion that it is getting worse.

“Unless you learn how to make wise and informed carpet choices this scenario could happen to you…”

Finally as your carpet continues to mat down, you decide to call the carpet dealer to complain. They send someone out to take a look, they take pictures and ask you a lot of questions. They ask to see your carpet cleaning receipts.

A few weeks later they inform you that your warranty claim for the carpet has been denied for one reason or another. Maybe it’s because there is no warranty coverage for “matting or crushing” of the carpet pile.


Maybe they blame it on a lousy installation job or maybe they blame you for not maintaining the carpet according to the manufacturer’s warranty requirements.

The fact is, you did not choose a carpet designed to tolerate The level of foot traffic you have in your home.

Regardless of their reason for denying your warranty claim, you now have to live with your carpet until you are able to save up enough money to replace it, again.

Unhappy dog

How To Avoid A Bad Carpet Buying Experience?

Some carpets are designed to tolerate heavy foot traffic and some are not. A good carpet salesperson will make sure you choose a carpet that is capable of tolerating the level of foot traffic you have in your home.

Some carpet salespeople are more concerned with “closing the deal” rather than making sure you choose a carpet that is designed meet your needs and goals.


Getting ready to shop for new carpet? Here is what I suggest you do. Do your carpet homework… Read my free articles and learn from my helpful tips, tricks and insider secrets that will help you make wise carpet choices from start to finish. It all free!

Table of Contents

Be sure you take my free Carpet Foot Traffic Test to see what grade or quality of carpet you need to meet your needs and goals.

Before you begin shopping for new carpet, visit my Preferred Carpet Dealer Directory to see who I recommend near you.

Print out and use my free discount coupon and get up to $100 off your new carpet purchase at participating dealers. Get several bids or estimates from other local carpet retailers and be sure to ask for a detailed breakdown of all the charges and fees.

Feel free to email me any carpet questions you may have along your carpet buying journey. – Alan aka The Carpet Professor.

Carpet Dealer DirectoryIt’s hard to find an honest and reputable carpet store these days! That’s why I created my own special hand-picked list of locally-owned carpet and flooring stores. They give free estimates, offer fair prices, have knowledgeable staff, provide honest measuring and use qualified installers. Are there any recommended Carpet Stores Near Me?

How Long Will My Carpet Last? Carpet Professor

About Carpet Durability and Foot Traffic. How long will my carpet last? There are several specifications that will help determine how long a particular carpet can tolerate your level of foot traffic. The 4 main factors most homeowners need to consider are:

Choosing the Right Fiber

There are several different types of fibers to choose from. For example; Nylon is known as the most durable fiber available today and is also the most expensive to manufacture.

But not all nylon fibers are created equal. Some are more durable than others and some nylon fibers are made softer than others due to the diameter or “denier” of the strand.

The thinner the fiber strand the softer it will feel. But does a softer feel make for a less durable carpet? I think so…

More about carpet fibers

Tuft Twist

When groups of fiber strands are gathered together and twisted they form into “Tufts” These tufts are inserted into the backing to create various styles.

When the tufts are twisted together they use heat to “set” the tufts – similar to how women use a curling iron to curl their hair.

The number of twists formed per lineal inch is how they determine the “Tuft Twist” rating. Most plush styles have a tuft twist rating of 4 to 6.

Frieze styles are known for having a tuft twist rating of 6 to 8. Generally speaking, the higher the tuft twist rating the longer it will retain it’s “like new” appearance.

This is because over time the tufts may begin to lose their twist or “blossom” causing the carpet to gradually lose it’s like new appearance.

Some fibers are able hold their “twist” better than others and this ability is known as being more “resilient”.

Nylon is the most resilient fiber available today. Polyester is the least resilient fiber.

More about specifications


Carpet face-weight is the weight of the fiber that is used to manufacture the carpet pile.

Face weights range from 20 ounces to 120 ounces and most residential carpets sold today are between 30 to 60 ounces.

Generally speaking, the higher the face-weight, the more durable it will be. But this does not always hold true.

If the pile height is too tall, it may be more prone to matting and crushing.

Depending on your level of foot traffic, you may need to limit the pile height and increase the face weight.

This is what we call the “Pile Density” rating.

Pile Height /Density Rating

Using a mathematical formula we can take the Pile height and pile face-weight to determine the Pile Density rating.

Generally speaking, the higher the pile density the more durable it will be. This holds true more often when the pile height is not too high as to limit the potential for matting and crushing of the pile.

Once the tufts begin to fall over, crush and collapse the carpet will lose its like-new appearance. Some fibers are more prone to matting and crushing than others. Should I clean or replace my carpet?

How long will my carpet last?

With nylon, a good cleaning may help restore the tufts to their original upright position and allow it to regain some or all of its like new appearance.

However, if made from other fibers may not yield the same favorable results.

What is the best pile height and density rating that will best serve your needs and goals? Take my free foot-traffic test.


Carpet Dealer Directory

It’s hard to find an honest and reputable carpet store these days! That’s why I created my own special hand-picked list of locally-owned carpet and flooring stores. They give free estimates, offer fair prices, have knowledgeable staff, provide honest measuring and use qualified installers. Are there any recommended Stores Near Me?