Business Profile

Producers

The Kohler Company

This business is NOT BBB Accredited.

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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:01/26/2024
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 Kohler Sterling Tub has developed a crack. This happened is the past and Kohler has to send out a company to repair and repaint. It appears I need that yet again.Email is the best way to reach me.
Business Response
Date: 02/01/2024
Hello,
I am sorry to hear of your tub issue and we are happy to assist. I am not showing any contact with Kohler company or Sterling plumbing regarding the Sterling tub issue since 2022. Please advise when you called to report the cracking so we can assist further. Warranty protocol would be to call in to report issue and we could dispatch the same technician. **************
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 as the issue is not yet resolved. Once resolved we can close.
This is the company that came out last time (attached)
Business Response
Date: 02/02/2024
Hello,
Please contact our customer service department to arrange a dispatch for repair. I am not showing you have reported this matter as of todays date.
************** thank you.
Jelane
Initial Complaint
Date:12/21/2023
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.
We purchased and had a plumber install a Kohler Toilet Seat (Cachet Ready Latch Quiet Close). A hinge on that seat cracked in about two weeks. I contacted Kohler and Kohler sent a replacement of the same model. A hinge on that seat cracked in about three weeks. I contacted Kohler and asked to get a different model seat as a replacement, that request was denied and Kohler sent a replacement of the same model. A hinge on that seat cracked after about 4 weeks. I contacted Kohler, and asked to receive a different model seat or a refund. Kohler's response was to say they would send a replacement of the same model, however it will be **** weeks before it would be shipped.I don't want another seat that will break. I will take the refund and but a seat from another vendor in a day or two.
Business Response
Date: 12/22/2023
Thank you for your email. Please provide your receipt for the toilet seat and I will be happy to refund you the cost of the toilet seat. Here is the email address you can submit your receipt to.
**************************************************************************
Your case number is ********. We will issue a paper check once the receipt is received it will arrive via USPS.
Jelane
Customer Answer
Date: 12/23/2023
[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 was unable to get Kohler to this level of response despite numerous requests. BBB accomplished in a day or two, THANK YOU.

Regards,

*****************
Initial Complaint
Date:12/17/2023
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 bought a Kohler faucet, because it was the only one at lowes.com that didn't have the California Prop 65 warning. The box does have the warning, which I noticed after I hired someone to install it. Model: K-R33043-4D-CP
Business Response
Date: 12/19/2023
Thank you for your email. I am sorry the installed faucet is not meeting your expectations. Please send a copy of the receipt and we can move forward with a refund.
Jelane
Customer Answer
Date: 12/19/2023
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.

Receipt is attached.

Regards,

*******************************
Business Response
Date: 12/20/2023
Thank you for the copy of your Lowes receipt. I have forwarded the request to my accounting team to have a check issued in the amount of $104.92. Please allow adequate delivery time from **** for the check to arrive.
Please note Kohler does not require the faucet to be returned to us, you may keep, dispose of, or donate the faucet, whatever you wish to do with the product.
Jelane
Customer Answer
Date: 12/20/2023
[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 thank ****** for resolving the issue and ***************** to ensure lowes.com correctly labels products with California Prop 65 warnings when applicable.

Regards,

*******************************
Initial Complaint
Date:12/17/2023
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.
Second seat that I've bought that has scratches that I cannot get out on the seat. I've only used mild soap and water. Why does this keep happening? Would like a replacement and install for both seats. Install for both was $387.
Business Response
Date: 12/19/2023
Thank you for your response. I apologize the seat we shipped to your address at no charge has not been delivered yet it is showing delivery date of today with Federal Express 718743243733.
The receipt provided was dated 04/2022 do you by chance have another receipt for the second seat you purchased? If you would like us to consider installation charges we will need an invoice detailing the plumbers charge to install the seats.
I look forward to your response.
Jelane
Customer Answer
Date: 12/19/2023
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.

There are two seats total, both with the same issue. Additionally I'm requesting to be reimbursed or have a Kohler plumber replace and install these. Thanks.

Regards,

*************************
Business Response
Date: 12/19/2023
Thank you for your response, the attachment dated December 16 is an invoice for one bidet seat dated April 16, 2022 in the amount of $293.53 with a $75.00 discount remaining total for the bidet seat $218.53.
Please provide the invoice for the second seat you stated you purchased. The only other item on the receipt are Elmbrook toilets in the amount of $398.00.
You are asking for reimbursement in the amount of $387.00 for installation on 2 bidet seats we require an invoice from a plumber in order to pay installation costs.
We are happy to help please provide the requested information.
****************
Customer Answer
Date: 12/20/2023
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.

Here are all of the receipts. The install is on the last one (you'll see it under install special instructions). Thanks!

Regards,

*************************
Business Response
Date: 12/20/2023
Hello,
Thank you for your receipts. I am happy to credit you for one bidet seat $293.53 via paper check, as Kohler company has sent one bidet seat to your residence free of charge. it was delivered via Federal Express today at 2:47pm tracking 718743243733.
The installation receipt you provided from ************** is for 2 entire Elmbrook toilet installation costs at $189.00 each. I have contacted *** in customer service at your local ************************** regarding the charge of bidet seat installation she stated they did not offer that service, however she is checking with her manager and will call me back. As you pointed out the notes in the section of the receipt states installation of 2 toilets, 1 with a bidet seat. As soon as I have a total for installation of the 1 bidet seat from your local *********** I will advise.

Jelane

Customer Answer
Date: 12/21/2023
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.
OK. The plumbers did do both as I have no idea how to do these.

Regards,

*************************
Business Response
Date: 12/21/2023
Thank you for your email.
We will issue a refund in the amount of $293.53 for one previously purchased bidet seat dated April of 2022, you have received a bidet seat free of charge from Kohler as well.
Kohler will cover the cost of ********* Hotwater (our accredited service representative) for your area to install the seat that just arrived at your residence free of charge. They, ********* Hotwater, will contact you to arrange an appointment to install the bidet seat.
The ********** reported they do not install just toilet seats or bidet seats it is part of the overall charge for toilet installation so we will not be crediting anything further for the toilet installation.
Our written warranty specifically states we do not cover any labor, our service representative, ********* Hotwater will be sent as a goodwill gesture to resolve this situation.
Jelane
Customer Answer
Date: 12/21/2023
[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:12/08/2023
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.
I bought a KOHLER *************** Bidet Seat for Elongated Toilets in White ***** BN330-N0 from ********** on 4/21/22. The seat has had scratches develop and the more I try to remove them, the worse they get. I'm not using anything other than soap and water. I was told by Kohler this wouldn't fall under warranty. But this appears to be due to a faulty seat and I'm concerned it's going to affect the heating.
Business Response
Date: 12/11/2023
Thank you for your email. I am sorry to hear of the situation with scratches on your new bidet seat. I will gladly replace this as a one time goodwill gesture. Once the new seat is received please dispose of the previous seat according to your local codes and municipalities, I do not request the old seat returned to Kohler Company.
Please reach out to us again with any questions regarding this matter. ************** case number 05542659.
Jelane
Customer Answer
Date: 12/11/2023
[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:12/03/2023
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 10/5/21 i purchased a kohler ******** tub in the amount of ****** from ********** for a complete bathroom remodel to be completed by a license contractor. The tub was a special-order item that was not kept in stock at any ********** in my area, so i had to wait about a week for it to come in. Everything was installed by the contractor with no issues until about 3 months ago I noticed a crack in the side of the tub. I am extremely careful with my cleaning products as I only use **** soap and water to clean the tub as it is cleaned weekly on Sundays. I have purchased all Kohler toilets, faucets, showerheads, etc in my home as i have completely gutted and remolded everything in my home as of 2-3 years ago. I am extremely disappointed that my new kohler tub has a crack on the outside and i am afraid it will get bigger overtime leading to a costly replacement. My bathroom remodel was extremely expensive, and I put high end kohler products in because I thought they would last, I am hoping for a fix for the issue if not I would like money back so I can pay for it to be fixed/replaced by my licensed contractor.
Business Response
Date: 12/04/2023
Thank you for your email, I apologize for this inconvenience and I am happy to assist.
I am not showing any calls, emails or chats into our warranty department regarding this matter so I created a case file for you.
From the submitted close up photos this looks repairable, please contact the Kohler customer care center **************, your case number is ******** they will be able to assign an accredited service company to repair the tub once the model number is supplied.
We look forward to your call.
****************
Customer Answer
Date: 12/12/2023
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.]
Thats fine but I have tried to call in and nobody is able to assist me. If you want to schedule it its a white ******** tub model number k-****-la
Regards,

*************************
Business Response
Date: 12/13/2023
Thank you for your response. I am showing *********** and Spa was dispatched today when you called in and spoke with ****. Please allow them 2 business days to reach out to schedule the inspection. If it is repairable they will ************ on site.
Jelane
Initial Complaint
Date:11/27/2023
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.
****** worked for 7 days then started leaking at the cartridge. I called customer service and they said they would process the new cartridge that day. I called 12 days later because I was told 7 to 9 days and I would have it. they had not shipped it yet. Once I received it a total of 15 days. After installing the new cartridge it leaked as well. I believe another part inside is bad . I had to go buy another faucet so i could use my kitchen. I would like them to send me a refund and I can return the faucet at their expense.
Business Response
Date: 11/29/2023
Thank you for your email. I apologize for this inconvenience and am sorry to hear of your experience with our product. I will be happy to refund your purchase price of the faucet. Can you please provide a copy of your receipt? If you wish to email it to ********************************** I will make certain this gets refunded immediately.
Jelane
Customer Answer
Date: 12/06/2023
[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.
Kohler refunded me the money very quickly. I am appreciative of that.
Regards,

***************************
Initial Complaint
Date:11/07/2023
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 March 1, 2020 I moved into our brand new home. We purchased 2 Kohler toilets for our master bathroom at $6000 each. Since then we have had service issues with both toilets. one is no longer working at all. They stopped making this model and parts are no longer available for repairs. They are offering me the cash equivalent of what I paid for the toilet in 2020 which will no put me in a lesser product. I will have to incur the cost of installing their trash product and reinstalling a new one. No one on earth spends $6000 on a toilet with the expectation after 3 years it will be trash. I should not be hurt in this situation. They should also pay for installation and to have their trash toilet removed from my home. The customer service is horrible. Basically they keep saying the toilet is no longer under warranty too bad.
Business Response
Date: 11/08/2023
Thank you for your email. I apologize for this inconvenience.
In all decision making, guidelines must be followed. We have forwarded this matter to a supervisor in customer service per your social media request. The following is a brief summary of what has been done regarding this matter to date for your file. 03525935
A letter of credit was sent to you on November 7, 2023 for the toilet that is no longer working so you could use the funds to purchase another product.
Also showing we sent an ASR (accredited service representative) *********************** to install previous parts as no charge / goodwill as labor is not part of our written warranty. All requested parts were sent free of charge per our 3 year warranty. We also advised we would cover the $507.00 part installation cost you recently submitted from ******* Quality Plumbing.
Jelane
Initial Complaint
Date:10/28/2023
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.
My ********** are rehabbing an 18 unit building, and decided to go with kohler smart showers. I've used them on rehabs before & people go nuts for them. I've generally had a great *********************************************************** service, even if a bit slow. What I've never actually had to deal with is ordering through Kohler. It's usually cheaper and easier to order through websites, especially with our trade accounts, but one particular item, the *******-P-NA, had been super hard to find in the number we needed. Usually a website would have 2 or 3 in stock or would be out of stock. Usually that will always be the case with Kohler's site too (out of stock), but somehow this time they actually had stock of what we needed. My partner, myself and my mom all set about ordering 6 of the *******-P-NA. And all of us got the wrong items; we got body sprays instead of digital controllers. Replacements were sent and they were the wrong items again. At no point during this time did they seem to try to rectify the issue at their, because the shortage at other stores persisted & we kept on having to reorder from ***************************** KEPT SENDING THE ******-CP body spray. & we keep calling in they'd apologize, tell us to donate the item or toss it and a replacement. ********* got the stock we needed, but we are still nevertheless waiting on two refunds for orders 36G3Q (under my name) and CUA1L1 (under my mom *********************). We were promised refunds for both orders by ************* respectively. ***** on asked me to send the wrong stuff sent back, I did, & yet the promised refunds never materialized. Instead ***** made not so veiled accusations of fraud on my part & straight told me to cease extorting them. To be very clear, they had constant f *** at their warehouses & weren't fixing them, and instead of talking responsibility & following through with promised refunds from wrong items sent I get accused of extortion. Real nice. We want our $ back and I would like an apology from *****
Business Response
Date: 11/08/2023
Thank you for your email and attachments I have forwarded this complaint to the management team for online orders and they will be reaching out to you directly. Please allow 2 business days to research and respond.
Jelane
Customer Answer
Date: 11/11/2023
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.

its been a few days and I havent heard any response with regards to our refunds.

Regards,

*******************************
Business Response
Date: 11/29/2023
Thank you for your response this situation is being evaluated, our Online orders department will be contacting you to discuss.
Jelane
Customer Answer
Date: 12/08/2023
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.] Jelane,

Honestly, this is a joke at this point. Do i have the receipt from when I returned it? Do i know when it was returned? Is this a joke? Of course not, I wasn't thinking that you guys were going to compound a bunch of s**** *** with even more s**** ***. Had I known we would have kept better records.

The fact that you've only managed to track down to is not some big surprise. Your warehouse managed to send the wrong items over 5 different orders so it's not a big surprise that are having a hard time accounting for those items sent back to that. I know for a fact the items were sent back, and if I had access to those shoddy links that you sent for getting the labels, I'd be able to print it off again and show you. If you'd like to check with the ***** store be my guest. We either use the ***** at ******************************************************** 60657 or ****************************************************************

Regards,

*******************************
Business Response
Date: 12/11/2023
Thank you for your response, I am working with the online order team they are investigating the return of the requested water tiles. You advise you have sent back 15 and yet only 2 have arrived back at the warehouse. The shipping labels that were sent from the online order team were never used according to Federal Express. You did not retain any receipts from the Federal express drop off location when you returned the water tiles.
I am continuing to look for more information so I can assist with your claim. I have again reached out to our management team for online orders to support this matter.
Jelane
Initial Complaint
Date:10/16/2023
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.
Hello,I'm am employee of *********** and Electric. We own a generator of yours that is reading a low battery alarm so we hired ***************** Works per your request. They replaced the control board and we are still getting the alarm. They have told us they are working with your engineering team to get this resolved. However its been 2 plus months numerous emails with ***************** with no response. We spent more than the generator is worth in repairs and we still have broken generator. The customer service from both Kohler and ***************** hasn't be great. I would appreciate some type of support or contract regarding this issue. Here are the Bay City contacts: ***************************** ***************** and ***************************** ******************* Here is the Kohler work order#: 230728-0046.Thanks,******************************* ************
Business Response
Date: 11/08/2023
Thank you for your email I have forwarded this to our home generators division and they will be reaching out to you within the next 2 business days.
Jelane

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The Kohler Company is NOT a BBB Accredited Business.