Complaints

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

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  The Kohler Company

  444 Highland Dr Kohler, WI 53044-1515

• 

  The Kohler Company

  101 Upper Rd Kohler, WI 53044-1531

• 

  The Kohler Company

  W127N8690 Westbrook Crossing Menomonee Falls, WI 53051

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:08/18/2024

  Type:Sales and Advertising 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.

  Bought a sink and had kitchen plumbing revised to fit specialty sink bought sink based on lifetime warranty right side of sink is rusted badly and enamel is chipping off when I called the representative and sent her pictures. She kept reviewing all the sinks that she had and that this sink was no longer in stock. Finally, I had said to her are you going to replace the sink or what she said no that it was an installation problem after approximately 30 min on phone. As you can see in the last photo theres rusting on the top of the sink, where theres not even any installation Involved. Im just very disappointed this supposed to be a lifetime sink And here I am dealing with the issue all over again.

  Business Response

  Date: 08/19/2024

  Thank you for your email. I apologized for this inconvenience. I do not see a file created for your previous conversation with Kohler customer service so I have created one today. Case number ********. I am happy to assist with this request. 

  Please forward a copy of your receipt for the sink in question to our customer service team. ************************************************************************** we will be happy to issue a letter of replacement or credit your purchase price of the sink. 

  I look forward to your response. 

  Customer Answer

  Date: 08/21/2024

  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 sent the receipt as requested to the Customer service at Kohler email on Monday and will await the response to accept. 
  
  Regards,
  
  *************************

  Business Response

  Date: 08/22/2024

  Thank you for your response. I am showing you sent in a receipt  to ************************************************************************** however it is not readable all images are blurry and unreadable, can you please attempt to send the receipt again?

  Customer Answer

  Date: 08/22/2024

  Here are the reciepts

  Business Response

  Date: 08/23/2024

  Thank you for your receipt dated 04/17/2015. I am showing the sink cost was $259.00 at The ********** in 2015. We are happy to issue the sink cost via paper check or ship out a new sink direct from Kohler. 

  The ********** sku is no longer available on their website so to ship the exact same sink we would need the model number to replace the sink which would be embossed into the cast iron under the sink. Likely a number starting with a 5***-**

  If the refund is how you would like to proceed I can issue the paper check today. Please advise. 

  Customer Answer

  Date: 08/23/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 08/23/2024

  ****************************************************************************************************************************************************************************************

  Does this look like your sink? If so I am showing it is no longer available through Kohler direct however I am showing several other entities have it available. To resolve the matter I can offer two options. 

  You can purchase that model sink from another entity and I will credit you that purchase price with a copy of the purchase. (www.********.com; www.build.com)

  Or I can issue a paper check in the amount of $437.50 our list price for that model at time of discontinuation. 

  Please advise at your convenience.

  Customer Answer

  Date: 08/23/2024

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I will accept your offer replacement value for the sink, honoring your warranty thank you very much.
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/07/2024

  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.

  Had work done with Kohler. Had issues in terms on installation. Original install was in August. reported issues. ******* finally came out after two visits and decided they needed to rip all of the original work out and start over. New shower installed and much better. Never received a final invoice through the mail after final work. More recently, it looks like they submitted our account to a collection agency and have implied we signed a payment contract. We did not sign a contract. We paid 50 % down to start and 50 % due at conclusion. As mentioned, no final bill was mailed or sent to us to process. We are good to discuss final payment, and it would be nice to have a bill vs. straight to collections.

  Business Response

  Date: 08/08/2024

  Thank you for your email, I apologize, I am not showing an account with our ******************** service team. 

  Can you please advise what product you had installed and what installing company assisted you? I suspect this may be an account for a walk in shower or walk in tub, and I would like to have the correct team address this matter. 

  I look forward to your response.

• Initial Complaint

  Date:07/17/2024

  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 spent thousands to upgrade the faucets and fixtures in my new construction home, yet their sales team and technical team cannot even come to a decisive conclusion on product damage.Furthermore, the sales executive would go so far as to disparage my character in order to accommodate a home builder, rather than the homeowner who is actually paying for the items. I am absolutely appalled by the things she has said. In the June 24 email, she says I'm thinking that the customer opened this case, sent you pictures, and an inspector did NOT go to the house. To accuse me of lying about having a Kohler inspector go to the house to investigate this issue is absolutely disgraceful. Then, saying Im particularly difficult indicates that she has no intention of doing the right thing. Instead, she wants to brush this issue under the rug and force me to accept products in which the warranty has been voided. To add insult to injury, in her July 9 email, she emphasizes that I've been receiving conflicting information for weeks and one or our largest builders urgently needs accurate information to close a home. One of our largest builders tells me everything I need to know about why she is trivializing my concerns.Then, instead of going through the technical team, she decides to just send out her own rep to inspect everything and Im supposed to take her word for it, instead of the MANY technical advisors I have spoken to? They even told ******** directly on July 1 that We do also state in our written warranty that damage caused by accident, misuse, or abuse is not covered by this warranty. Improper care and cleaning will void the warranty. I am extremely disappointed that this is Kohlers service quality. To accuse me of lying and making up a story is reprehensible. It is extremely unprofessional and not conducive to make the CUSTOMER look like the bad guy when trying to come to a conclusion, especially when the disagreement is coming from within the company.

  Business Response

  Date: 07/23/2024

  Thank you for your email regarding your installed Kohler faucets. I have located your customer file ******** regarding the Devonshire widespread lavatory faucet K394-4-BN. I am showing our accredited service representative, Plumbing Tech of ***************,  was at your residence on 6/11/2024 to inspect the faucets for finish issues. They have reported water spotting/staining was identified, that can be rectified by using **** or brasso faucet polish. Based on their report, and noting they are Kohler trained representatives we will support their response. 

  Customer Answer

  Date: 07/23/2024

  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 already tried Kohler faucet cleaner, a vinegar water solution, and Brasso metal polish. None of these methods resolved my issue with the staining which is why I called Kohler again to say that their recommended solutions did not solve the problem. At that point, the technical team came to the conclusion that the finish was damaged. This sales executive who was questioning my contact with Kohler sent her own investigator who was NOT Plumbing Tech of **********. Then, she produced some document saying her investigator found no damage. She expects me to take her word for it that the finish warranty is still intact, but I have confirmed with the Kohler technical team that the finish warranty has been voided because they came to the conclusion of damage. This is why I am very frustrated at the lack of agreement from within Kohler on this issue. It is due to ********'s direct interference that I now have unwarrantied items installed in my house. Please check with the technical team again because I have called them multiple times and every time, they said that the finish warranty has been voided. If the technical team recognizes the conclusion that ********'s investigator came to, then the finish warranty should still be intact.
  
  Regards,
  
  *****************

  Business Response

  Date: 07/24/2024

  Thank you for your response. I have reviewed a second case file ******** for the Kohler faucet K97060-4-BN. I understand your concern regarding warranty and your request to have wording changed on documents so the builder **** Brothers will replace your products.

  I apologize this matter is not meeting your expectations. To move this matter forward in a positive way I am able to offer one faucet as a goodwill gesture. I can order the K97060-4-BN shipping direct to your residence. Once the new K97060-4-BN faucet is received and installed I will arrange for the old faucet to be returned to Kohler engineering for finish inspection. 

  Please advise if you would like to proceed with our goodwill gesture. 

   

  Customer Answer

  Date: 07/24/2024

  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.
  
  Although I am grateful that you are willing to offer to replace one of my faucets, my main concern about the warranty is still not resolved. Since this is a newly built house, all of the products installed should have a warranty on them, including the faucets and fixtures. It is not just one faucet that is this way, but everything that was installed, even toilet paper holders that are not supposed to get water on them. If the finish warranty is not upheld on these products, then my builder needs to know that I paid for products without a warranty on them. In that case, it would have been damage which the builder caused, thus resulting in a financial loss since I will have to spend additional money repurchasing these items and installing them in order to uphold the finish warranty. Neither my builder nor the Kohler sales executive who was working with my builder produced a reason for why the installed fixtures would leave water stains after they are dried off. I even bought new Kohler fixtures to show my builder that the water is supposed to bead and run off the fixtures and the water should not leave a dark stain when the metal is dried. Instead, the Kohler sales director did not address any of my concerns and said there is no problem with any of the faucets or fixtures. She did not say whether the warranty was still intact, but when I called the technical team at Kohler to confirm what she said, they were adamant that the finish was not under warranty anymore due to improper handling. If this was the case, then why would she tell my builder that there was no problem?

   
  Regards,
  
  *****************

• Initial Complaint

  Date:05/31/2024

  Type:Product 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 October 30, 2023, we contracted to have our guest and master bathrooms e-done with a Kohler LuxStone shower through the representative New Bath Today. To date, they have torn out the existing bathtub and surround in our guest bathroom and have not returned to finish the job or refund the deposits totaling $4,000. They are unable to obtain a 54" tub to replace the one they removed since they cannot fit a 60" tub as contracted in the space. I want my bthroom put back together and a refund of $4,000.

  Business Response

  Date: 06/03/2024

  Good afternoon,

  Thank you for bringing this to our attention. I have contacted our Kohler Sales representatives that work specifically with the Walk In Bath Dealers and they will be reaching out to New Bath Today regarding the resolution. 

  Please allow 2-3 business days for an answer. We will advocate on your behalf to reach an accommodable resolution.

  Jelane 

• Initial Complaint

  Date:05/10/2024

  Type:Order 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 used the Kohler Installer Pacific Bath I clearly presented reason for project was to modify existing bathroom to have a bathing area for myself limited mobility to bathe independently.I was told by *************************** representing Pacific Bath Kohler's authorized installer that I was purchasing a tub that was usable by myself a disabled person.Install was completed 4/30/2024. I have been emailing Pacific Bath since 5/1/2024.Noot handicap accessible as we were told.Then I go on the Kohler website and see **************** line of Walk in ****. Kohler and Pacific Bath are aware standard walk in tub does not accommodate handicap use.**************************** never told us Kohler had a special line of ADA ********* I am not seeking my money back I am seeking a bathing area I can use. I am not asking for a free tub but I had a tub I couldn't use already so paying ****** to recreate the problem doesn't make sense, I am not questioning the price I am questioning why options that have been designed by Kohler to meet my needs were not presented?

  Business Response

  Date: 05/13/2024

  *********************,

  I have fowarded this complaint to our Walk in Bath team to review and provide next steps. Please allow 2-3 business days for a response. 

  I have created a case file for you 05979229.

  Thank you for bringing this to our attention.

  Jelane 

• Initial Complaint

  Date:05/09/2024

  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.

  Purchased multiple items. Never delivered.

  Business Response

  Date: 05/10/2024

  Thank you for your email. I apologize for any inconvenience, I do not see any order numbers in the complaint or model numbers of products you ordered. Can you please advise me of this pertinent information so I can assist with a resolution?

• Initial Complaint

  Date:05/02/2024

  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.

  We have been living in our new house several years now with a new tub purchased upon move in. Our tub recently has begun cracking in many places, causing water intrusion into our walls, and potential mold issues in our home and in the tub that our 3 year old daughter bathes in.We contacted Kohler as a result of our tub being under warranty for 10 years from the purchase date. Kohler upon receiving our photos and videos immediately dispatched a technician to perform repairs on the cracking of the tub. The technician arrived with tools ready to complete the repair as a part of our warranty. Upon review of the tub, the technician recommended against attempting to repair the tub due to the severe nature of the amount of cracks and how bad it was. She then recommended we replace the tub through our warranty.Once Kohler was contacted and told we need a replacement, their tone completely changed and they refused to replace our tub. I have called them multiple times and spoken with multiple people and they are claiming our warranty is somehow no longer active despite it being less than 5 years old and the warranty being 10 years.I personally will never buy another product from this company and will never recommend them to anyone again. I work in the plumbing industry and Kohler has treated me significantly worse than any other manufacturer I have ever dealt with. If you want a low quality product with low quality customer service that doesn't honor their warranties, choose Kohler, they are the perfect company for you.

  Business Response

  Date: 05/02/2024

  Hello and thank you for your email. I am sorry to hear of your experience with your Sterling tub. 

  I am showing interactions with customer service and the last inquiry they asked for a receipt for the product. Your case number is ********, kindly provide the receipt and we can move forward accordingly. 

  Jelane 

• Initial Complaint

  Date:03/28/2024

  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 a professional plumber, I paid over $2000 my cost for a shower valve and trim from kohler . The instructions they send with the product do not match the product at all and are not clear . It took me over 10 hours as a professional plumber to install a simple shower valve with body sprayers. After install I turned on the water and steel due to a defective part have no water. This was on Monday called Kohler and ordered a new cartridge and shower diverter. They let me know that they would be here Wednesday by the latest. Here it is Thursday afternoon at 5 oclock in the afternoon and still no part has arrived. Im supposed to be returning to the clients house tomorrow morning to finish the project but Im unable due to kohlers sub par product . If anyone is ever looking at buying Kohler I would strongly suggest you to save your money and buy something else. They are extremely overpriced and extremely way over engineered. If I could leave Kohler a review I would , they know that so many people have problems with their product they wont even let you leave a review on their own page. Hummmm whats that tell you ? Save your money and buy **** youll get a lifetime warranty and save thousands! I am extremely dissatisfied with the service that Kohler has provided. My lawyer will be in contact with them .

  Business Response

  Date: 04/03/2024

  Thank you for your email. I am sorry you are having difficulty installing your Kohler products and I am happy to assist. 

  I am showing a case file with our customer service team of ******** regarding a K28304 rite temp thermostatic valve and K728 diverting valve. Pursuant to the notes in the file, the agent advised the aspirator needed to be removed from the cartridge of the K28304 valve per Kohler's written instructions. I am also showing the parts for both the diverter valve and rite temp valve were ordered to assist should they need to be changed.

  Please contact us to assist with installation, we are available Monday - Friday 8am-5pm CST **************. We look forward to hearing from you. 

  Jelane

• Initial Complaint

  Date:02/05/2024

  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.

  Purchased a 20kw generator in April 2023. First major storm occurred 1/9/24. Generator failed to start. I had 6 inches of water in my basement. The only reason I was able to begin pumping my cellar was due to a motorhome generator. I was extremely disappointed in the generator. The install people were not able to respond until 2 days later. Thank God I was home to tend to the problem. No thanks to newly purchased Kohler generator. It failed on its first trial.

  Business Response

  Date: 02/06/2024

  Thank you for your email. I have forwarded this complaint to the home generators team at Kohler company. They will reach out to you directly to discuss this matter. 

  Jelane 

• Initial Complaint

  Date:01/29/2024

  Type:Product 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.

  Generator Number 339RGHLG0265 Unit under warranty Wireless Bridge failed due to failed mounting provided resulting in bridge hanging by cable exposing cable opening on bridge device to rain (no water proofing seal/grommet around cable). Connecter shorted damaging both cable and wireless bridge. Mounting of bridge by Kohler authorized installer using Kohler provided adhesive failed. I am requesting an alternater authorized installer provide repair service under warranty.

  Business Response

  Date: 02/01/2024

  I have forwarded this complaint to my home generators department. they will be reaching out to you directly and will respond to me the discussion so I can update this file accordingly. 

  Jelane 

  Customer Answer

  Date: 02/01/2024

  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.
  
  It is unclear if the response referenced is in response to this complaint ******** or other correspondence. Regardless, Kohler's response has not been satisfactory.  Kohler states OnCue has a 90 day warranty and that mine has expired. Further, they state the warranty is expired even though the issue is the result of their authorized dealer's installation method. This is preposterous. Also, the timing of the 90 day count does not correlate to intallation completion date (10/7/2024), corresponding event records, dates of operation/communications events of the unit, the final date of recorded operation, and dates of communications with Kohler product support personnel (line *****) reporting issues with the Kohler OnCue product. It should also be noted that Warranty details regarding the OnCue product are not provided in the sited Kohler generator website nor in the various installation and operations manuals provided to or communicated to the owner. The 90 day term of warranty were a complete surprise.

  The product failed due to both faulty installation by an authorized dealer and the inadequate weather proofing design of the product. Resolution of the issues should not be the responsibility or the burden of the customer. 
  
  Regards,
  
  ***************

  Business Response

  Date: 02/02/2024

  This information was supplied to me by our home generators department. I was advised you have been in contact with them several times in January **** to.

  The wireless kit was mounted inside the generator.  We recommended if he continued to have connection issues to mount it on the outside of the generator.  Of course, he would have needed different adhesive if he moved it although we wouldnt have mentioned that because we are not installers.  The adhesive failed and the kit landed in a puddle which likely shorted it out.  Im not sure who told him there was a 90 day warranty but there actually isnt one at all on OnCue Plus products.  Unfortunately, connection to the internet is not guaranteed, as with any connected product on the market. 
  
  I am not sure where he is coming up with $5665.21 because the unit itself retails for approximately $200.  We would not cover installation or troubleshooting with a dealer in any case.  

  Thank you.

  Jelane 

  Customer Answer

  Date: 02/06/2024

  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.
  
  ThisMESSAGE FROM BUSINESS:
  My Reply:
  
  
  "This information was supplied to me by our home generators department. I was advised you have been
  in contact with them several times in January **** to."
  
  My communications with Kohler regarding issues with OnCue date back to October 2023.
  -See my OnCue events log for final functional date of the wireless bridge.
  

  "The wireless kit was mounted inside the generator.  We recommended if he continued to have connection
  issues to mount it on the outside of the generator."  
  -The bridge unit was on the outside of the generator when install was completed on 7Oct2023 although OnCue was functioning intermittently.

  I don't know when the kit might have been installed inside the generator prior to that date.
  

  "Of course, he would have needed different adhesive if he moved it although we wouldnt have
  mentioned that because we are not installers. "
  
  - "Of course" ???    Kohler provided an Installation/Technical manual, Installation Instructions
  (TT-1790 8/21a), User's Guide, and a list of related docs for the On Cue Kit including a
  reference to "Proper Assembly Methods (G-585).  One type of adhesive was provided by
  Kohler with only temperature constraints stated - no alternate adhesive or mounting
  hardware provided in kit, but docs say OK to mount on exterior of generator. Why would
  Kohler address such details if they have no vested interest in proper installation? See
  recommendation you cited above? And what does "authorized dealer" mean when they offer
  installation services support for Kohler products?   (See Kohler.com)
  
  "The adhesive failed and the kit landed in a puddle which likely shorted it out." 
  
  - Landed in a puddle???  Who dreamed that one up?   See attached pics -NoPuddle,
  Grommetless Bridge.   The adhesive used by authorized dealer failed leaving the Wireless
  Bridge hanging upside down by the ethernet cable.  Rain water entered the Bridge housing
  around the cable and other unsealed openings shorting both the male and female Ethernet
  connectors. This unit is obviously not rated for exposure to the elements. Even average
  humidity will be a problem with this faulty design.
  
  
  "Im not sure who told him there was a 90 day warranty but there actually isnt one at all on OnCue Plus
  products."  
  
  - Your authorized dealer, *********, told me they spoke with Kohler and were advised of a 90 day
  warranty on the Kohler Wireless Set.  I cannot name a single electronic product on the commercial
  market which has absolutely NO WARRANTY, except KOHLER.
  
  
  "Unfortunately,connection to the internet is not guaranteed, as with any connected product
  on the market."
  
  -The problem is not with my internet connection, the problem is with the communication between
  the two wireless bridge components of the Kohler Wireless set. The stated range of which is
  200 feet. My setup is ~60 feet
  - And there are solutions to such problems which are commonly used to resolve wireless issues it's
  not rocket science anymore.
  
  
  "I am not sure where he is coming up with $5665.21 because the unit itself retails for approximately $200.  We would not cover installation or troubleshooting with a dealer in any case."
  
  - This number comes from my invoice which I assumed included all Kohler items purchased from my
  authorized Kohler dealer for my system.  Don't ask me why Kohler presents and promotes
  comprehensive support for their products and services (see Kohler.com) then market and support
  their products and services in such a fragmented and convoluted fashion.
  
  - You stated the Wireless Bridge Set cost is ~200 USD.  Only one of the units in my set has failed.  My+
  functional unit could be matched with another unit.  I would think Kohler could resolve this matter
  in a reasonable fashion.
  
  Sincerely,
  ***************
  ********com

   

  [Please type your response here.]
  
  Regards,
  
  ***************

  Business Response

  Date: 02/07/2024

  Thank you for your response and the photos. Please provide a copy of the receipt showing the amount in question. I have forwarded your response back to the home generator customer service team and will respond promptly.

  Jelane 

  Customer Answer

  Date: 02/07/2024

  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.
  
  Please see attached scans of my generator invoice and installation payment.   I do not recognize an item as being the Kohler Wireless Kit.  There was no itemization of the installation charges for parts, labor, or other materials.

  I appreciate your pursuit of a resolution to this matter.  If I can be of assistance please advise.

  ****

   

  [Please type your response here.]
  
  Regards,
  
  ***************

  Business Response

  Date: 02/08/2024

  Please attach the copies they did not attach to your last response. 

  Jelane 

  Customer Answer

  Date: 02/15/2024

  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 attached purchase invoice and installation payment docs here (15Feb2024). 

  This is my third attempt to attach files (3 then 2)  -- jpeg and jpg  all (8meg).     Please advise

   

  Now trying zip file - 4.5 meg ******* type your response here.]
  
  Regards,
  
  ***************

  Business Response

  Date: 02/15/2024

  Thank you for your generator invoice. I apologize for not being more clear. The home generator team is requesting a receipt for the on-cue system not the entire generator. Do you by chance have a receipt for that purchase?

  Jelane 

  Customer Answer

  Date: 02/26/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************

  Customer Answer

  Date: 02/26/2024

  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.
  
  

  This issue has not yet been resolved. However, an acceptable resolution has been proposed and initiated by Kohler. At this point, 24Feb2024. I am awaiting contact from a local authorized dealer who will implement the repairs required.

  [Please type your response here.]
  
  Regards,
  
  ***************