lAfter installation of the carpet, gradually more and more tufts of carpet fiber became loose and lifted away from the carpet. When we reported the problem to the store, Eric came to evaluate what was happening. He then contacted Mohawk carpet, and they sent out their own representative to our home. This person took pictures, carefully looked over all the carpet and took a remnant to send to the manufacturer. Mohawk agreed that the problem was because of a defect in the manufacturing process and said they would replace all of the carpet. They paid for an exceptional team of three men to move the heavy pieces of furniture, remove the old carpet and install the new. They also paid for someone to disconnect all the electronics in the affected areas and reconnect them after the job was done. We are extremely pleased with the way our concerns have been handled. We hear so often about companies not taking responsibility to fix problems with their merchandise and we are eager to share our story of dealing with people (both at Abbey Carpet and Mohawk) who met their responsibilities head-on. The letter ratings are based on our experiences around the issues of diagnosis of the problem with the original carpet and the follow-through on replacement. The approximate cost of service as listed above is the original cost of the carpet and pad. There was no charge to us for the replacement.