Business Profile

Producers

The Kohler Company

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Complaints

This profile includes complaints for The Kohler Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

77 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue with BathPro and Kohler is they both had secret closed door talks about my issue. They tried paying me very little to go away of 3000 but I didn't agree. They raised the limit to $3750 on a check and paying for the drywall repair. I agreed and signed but I need the glass doors lowered to prevent water splashing out under the glass door. ******* is the dealer and Kohler makes money from dealer and parts installed. The issue here is water sprays under the glass doors. There is almost one inch gap at the bottom of the glass door sitting below the shower pan. If the glass doors were adjusted would fix the issue but ****** or BathPro want fix the issue. BathPro is 3 hours away and Kohler says they don't have anyone close to fix it either. Check out my review on BathPro ********* ** via ****** review. Kohler had ******* ******* to call me to get me to sign a release form holding either party not responsible. ***** with BathPro came out 5 times and said it is normal if water sprays out because you have moving parts. ******* said some shower installations go smooth and others don't but gave no clear indication. The middle bathroom was measured incorrectly by the salesman as 1 3/4 of the crush stone panel was sticking past the drywall. I want both issues resolved **** and to have all this nonsense to stop. Installing cover slips at the bottom of the glass doors is strange and no one wants a shower leaking.
Business Response
Date: 12/17/2024
Our customer had reported to Kohler that we had sent out several parts and repair services. Our customer signed a release on November 14th, 2024, which included an NDA and the amount of $3,750.00 as a satisfactory agreement.
Customer Answer
Date: 12/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I want my glass doors adjusted and need all available kohler outlets certified in my area so I can get the doors adjusted. I also need all the parts and evrything to fix my remaining issues and thseal that is coming apart in the middle bathroom and i need the drywall install to take place soon as we are approaching 6 weeks now.

Regards,

******* ********
Initial Complaint
Date:12/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought 2 Kohler smart toilets costing 7 thousand dollars each. One of the toilets has not been working for more than 6 months.Kohler has us working with an unreliable partner called Westrim plumbing. Every time ******* is schedule they take 2-3 months to visit us. After the visit they ask for a part which then take Kohler 2-3 months to ******* is very frustrating to get such a bad service from Kohler. All our fixtures and toilets in our house are Kohler costing two hundred thousand dollars. Based on this experience, we will think twice about using Kohler again.There is an existing complaint filed with Kohler and the complaint id is ********
Business Response
Date: 12/16/2024
Thank you for your email. I'm sorry you have had continual issues with your Eir Smart Toilet. On 12/16/2024 Kohler has offered a letter of replacement for full toilet replacement at no cost to you. Please present this letter to your local Kohler dealer so a replacement toilet may be ordered and delivered to you. Please let us know if you have any other concerns.
Initial Complaint
Date:11/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Upon installation of the Kohler shower trim kit there was a part missing. I contacted the shop where I purchased all of my fixtures and the started the Warranty claim on 11/6/2024 to ***lace the part. They were told by the Kohler *** that the part was in stock and would be shipped *** Ex. When I didn't receive the part a few days later they reached out to Kohler 2 more times and just got the runaround being told it was in a bin in ******** waiting to be picked up. It is almost 2 weeks later and I still have no part and no shower. I have tried to call myself and stayed on hold for over 15 minutes and no one answered my call. This is unacceptable for a company of this size to treat customers this way.
Business Response
Date: 11/19/2024
The order 1027236037 was placed through the company First Supply on 11/6. The order takes 1-2 business days to process. The order shipped 11/11 and went through the ************************* and is expected to be delivered today 11/19/2024 by the end of the day.
Customer Answer
Date: 11/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing regarding my warranty claim for the Kohler steam generator under Case #********. I believe the denial of warranty coverage is unjust, considering the circumstances.Key points:Recent Purchase: The steam generator was purchased less than a year ago and is within the warranty period.Code-Compliant Installation: It was installed in a new bathroom, with all inspections approved by the City of ************, ********Product Failure: When the generator stopped working, Kohlers technician confirmed it was damaged beyond repair and requires replacement.Warranty Denial Reasoning: Kohler denied warranty due to the installation of a 50-amp breaker, required by the City of Coral Gables inspector, instead of the 60-amp specified by Kohler.Over-Protection Argument: A 50-amp breaker protects the unit more than a 60-amp would. I understand voiding the warranty if a higher amp breaker was used, but that is not the case.I request that Kohler reevaluate this case and honor the warranty on the steam generator.Thank you for your attention to this issue. I look forward to your response.
Business Response
Date: 11/13/2024
Thank you for your email. Kohler warranty for steam generators covers defects in material and workmanship during normal residential usage for three (3) years from date of purchase. The found issue for this steam generator is considered an installation error as the steam generator was not receiving the necessary amperage during use causing damage in the steam generators junction box. The reason for damage is because a 50 A circuit breaker was used. A 60 A circuit breaker is required for Mr. Volante's steam generator and is clearly listed in the installation guide and specification sheet for his product. Because of these findings Kohler will maintain its position of voided warranty. Kohler has offered a 25% discount on a replacement steam generator to Mr. ******* and this offer still stands.
Initial Complaint
Date:10/31/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started remodeling our kitchen and bathroom in March of 2022. Due to all the construction I have only recently reached out to them over the quality of the porcelain finish on my kitchen sink. It continually presents a yellowing in color in the same area. Kohler now outsources all communications to people sitting at home babysitting and such during your calls so you do not get any more help than if you ****** it yourself. When you get an email response from them, it is apparent the ones writing you haven't read what you wrote. I've corresponded with them many times over many days and I've yet to get real help, only vague apologies. This company no longer manufactures quality products, nor do they care about your issues. All I wanted was an informed and hopefully experienced conversation as I have other much older porcelain that has never had an issue with yellowing. They say it is coffee, tea, or juice caused and that is just not possible. Don't pay the big bucks for the Kohler name as you take a big chance with warranty representation.
Business Response
Date: 11/01/2024
We offered our cast iron cleaner to our customer. We also advised that if that does not work, she should respond with a copy of her invoice so we can provide a replacement sink.
Customer Answer
Date: 11/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still uncertain, however if they've been sincere, it will be fine.

Regards,

******** *******
Initial Complaint
Date:10/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/29/2024 I had a phone call with kohler was promised a tub cause of defect they also told me they would take of repairs and installation on 9/18/24 I talk to technical support and was approved but only sent out one check but suppose to had sent out 2 for install remove install. Called again on 9/20/24 when I received the first check wondering what happen to the other check they said they will push it thru they don't know what happened so on 9/24/24 I talk to another tech rep.and they also said they don't know what's going on. So I finally got on the phone with ****** and he said he was going to resolve the matter 9/30/24 he called said he was not got going to reimburse me but he would the customer never did anything he said he was going to do reversed everything try to say I was lieing clearly he was wouldn't let me talk to his superior and said he was direction this to kohler security cause he said the work site was 2 blocks from the original address I'm so confused all over 1900 dollars that was promised he sent thru all of this. I just want my money that was promised
Business Response
Date: 10/04/2024
Thank you for your email. On February 28, 2022 you agreed via email to Kohler Leadership, Kohler will no longer issue reimbursement accommodations to you. The warranty for our products are service parts, repair, or full product replacement if needed. We are happy to help within our warranty guidelines for these products.
Customer Answer
Date: 10/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22370554, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response herei want my reimbursement.]

Regards,

Lockhart Rankin
Business Response
Date: 10/15/2024
Mr. Rankin's complaints have been investigated and we believe we have provided a sufficient response.

In regards to this request regarding a chipped Freestanding Kohler Bath. Kohler has provided a replacement bath through Mr. Rankin's Place of purchase. We have also paid out $1400 in labor compensation to graciously extend our support beyond our standard warranty response.
Customer Answer
Date: 10/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22370554, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

Lockhart Rankin
Initial Complaint
Date:09/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased new fixtures from Kohler to renovate 2 bathrooms. One of the products was a shower/tub diverter (K-23510-CP). The diverter pulled away from the wall and released water behind the wall, flooding the ceiling below. I just went to the product website (************************************************************************************************************************************) and see that there are multiple reviews reporting the same problem.
Business Response
Date: 09/30/2024
Thank you for your email. I'm sorry your Parallel K-23510-CP bath spout leaked causing property damage. I have created case ******** for this request and am happy to assist. Kohler can provide a replacement spout or refund of the spout with a copy of the receipt. We would like to discuss the property damage further and open a claim as necessary, please call us at ************** referencing case ******** to discuss this.
Sincerely,
**** *.
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for opening the case number with Kohler. I spoke with them on Monday and they are investigating the case further. I would like Kohler to cover both the refund AND the damages caused by their defective product. At this point we don't need any assistance, but may need assistance pending their review.

Regards,

***** *******
Initial Complaint
Date:09/22/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I previously filed the complaint about a faulty sink with lifetime warranty thats rusting and Kohler agreed to refund money so I could buy another sink in which they never did.
Business Response
Date: 09/23/2024
An email was sent from our ************************************************************** address requesting confirmation to move forward, but there has been no response. I have placed the email below for review.
Thank you,
****** *****
"******* *****,

We have been notified that the Better Business Bureau has closed your complaint. We have not received a response from you how you would like to proceed the options were:

purchase the new sink and send a receipt for reimbursement
or
Kohler Company can issue a check for the price of the installed sink in 2015 in the amount of $437.50.

Please advise so we can complete this case.

Jelane"
Customer Answer
Date: 09/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:
A refund of ****** is sufficient.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
A refund of ******
Regards,

******* *****
Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a toilet. You sent broken parts. Now you tell me it's my responsibility to get rid of YOUR garbage. Come and get it.
Business Response
Date: 09/16/2024
Thank you for your email, I am happy to assist. I apologize your toilet bowl and tank arrived damaged. I do see that a replacement bowl and tank were ordered today. We have tried to call and left a voicemail today. Case number ******** was created for this request. For disposal of the broken products, Kohler can provide reimbursement of any disposal cost with a copy of a paid invoice sent to ************************************************************************** Or Kohler can provide return labels for product return.
I look forward to your response.
Customer Answer
Date: 09/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been on the phone with their customer "service" - they are still insisting they will not provide labels and arrange for pick up and that I must dispose of it myself. What is written her by them is an absolute lie solely in order to make this go away.

Regards,

***** ***********
Business Response
Date: 09/18/2024
***** ***********,
Thank you for your response. We are happy to assist you. I have arranged with ***** to pick up the toilet on 9/24 between 1 PM and 6 PM. The item has to be placed outside in an accessible area for *****. Please let us know if we can assist you further.
Thank you
******
Customer Answer
Date: 09/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ***********
Initial Complaint
Date:08/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complete bathroom Reno. Purchased kosher fixtures, tub , toilet. Fixtures were missing ***** wrenches for homeowner, I contacted Johore, they have yet to send them to me. White tub has discolored immensely. Toilet is only thing that partially works.
Business Response
Date: 09/03/2024
Thank you for your email. I apologize the products were missing parts and we are happy to assist. I do not see any correspondence or case for you with our customer service team. Please provide your product numbers that are needing parts and an address, first name and phone number and we can certainly ship out whatever is needed to complete your bathroom renovation.
We look forward to your response.
Customer Answer
Date: 09/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear .
I have the Kohler Cursiva collection of accessories to include 2 toilet paper holders, 1 towel holder, 1 hand towel holder, 2 robe holders. Also, I have a bright white elmbrook tub that has disclosed and has little blacks spots like the 101 Dalmatian dogs.

Regards,

*******************
Customer Answer
Date: 09/10/2024
Please have the company email me directly to try and resolve

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The Kohler Company is NOT a BBB Accredited Business.