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:10/11/2023

  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.

  Lifetime guarantee on parts. Was installed on March 22, 2022. Originally contacted on July 20, 2023, because of problem with the hand sprayer no longer working. Many phone calls, messages left and the promises of callbacks. On August 23, we were advised ***** of ***********, ******** would contact ** and set up a date. Tried several times to call back to Kohler with no results. Finally, called Carrs directly and talked with ***************************. She said they no longer had plumbers and would not be doing the job. Said they advised Kohler of the on August 23rd. I assumed (wrongly) that Kohler would call us to make other arrangements. There have many a number of such promises but to no avail.Both my husband and I need to sit down to bathe which is why we purchased the tub. We need for them to fix the sprayer. We do not choose to pay for the repair ourselves and negate our warranty.

  Business Response

  Date: 10/11/2023

  Hello - Thank you for your email. I am showing correspondence with several Kohler support members. It seems they have attempted to call and also sent emails to your email address on numerous occassions. I apologize if you have not been able to receive the emails or messages. I am showing most recently an email from ********** sent this morning. 

  From: Kohler Customer Care [**************************************************************************]
  Sent: 10/11/2023 11:54 AM
  To: *****************
  Subject: Case #******** | Re: Case #******** | 191-RBN-0_No Category 2_No Category 3
  
  Good afternoon *****,
  
  Thank you for your patience in this.  It looks like the local partner in our network focuses on finish repairs and isn't going to be able to repair the hand shower issues you are having, but that said, I can still assist.
  
  I am sending a replacement hand shower and the diverter parts needed to likely resolve this issue and we would be willing to reimburse for the labor to have a local plumber install these for you.  This is a pretty straightforward repair for a plumber and we can also provide guidance if needed.
  
  We'd just need a copy of the plumber invoice to reimburse you.
  
  If you need anything else in the meantime or have any questions, please let us know.
  
  Thank you for choosing Kohler,
  
  **********
  Kohler Tech Support

  Hiring a local plumber to assist with installation will not void any warranty on the product. Please contact us again with any future questions. 

  Jelane 

• Initial Complaint

  Date:10/07/2023

  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.

  We've had our Kohler sink about 20 years. We removed the previous sink after 60 years of service because it was looking old, but it never cracked. About four or five years ago the Kohler sink started cracking in the bowl. We didn't do anything about it at first because it wasn't that big a deal, but it's gotten worse and worse. When we first contacted Kohler, They said send us pictures. We did, and we never heard from them again. Recently, I sent an inquiry through their website and we haven't heard anything on that either.

  Business Response

  Date: 10/23/2023

  Thank you for your email, I am sorry the Memoirs K2267-0 is not meeting your expectations. The sink is made of vitreous china there is not a repair since it is a piece of pottery. The sink warranty was 1 year after date of installation. I can offer a 50% discount on the same sink and include free shipping. Please contact us at ************** if you wish to take advantage of this offer. 

  Jelane 

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:

  A 50% discount on a new sink with free shipping is pretty good actually but I have no idea what the other 50% is. Could we get that information and then I can probably accept this.
  
  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: 10/26/2023

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

  Please send me a photo of the entire sink as the serial number is for the pedestal or leg of the sink. We had 5 different sized sinks that work with the pedestal. 

  You can contact us via phone to move this along quicker your case number is ********. Anyone in customer service will be able to help identify the sink and quote you the price with 50% discount. Our toll free number is **************.

  We look forward to hearing from you.

  Jelane

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:

  I am not going to be accepting this offer. I do not ask for any further action.

  I am not going to accept the 50% discount because it would be very expensive to tear that sink out and put in a new one. That's why I wanted it to be repaired. I think it's important that I post a review and make sure people are aware that this could happen.
  

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

• Initial Complaint

  Date:10/05/2023

  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.

  In November 2020, I purchased a new engine for my 2006 Cub cadet riding mower and had it professionally installed. The engine came with a 3 year warranty. In June of this year, the engine began surging. I did some trouble shooting: changed the oil, oil filter, sparkplugs, both air and pre-cleaners, fuel pump, fuel filter and flushed the fuel lines. Thinking it might be a carburetor issue, I purchased a new one. On September 1, 2023, I hauled the mower to DAT Motor in ***********, **. The manager at DAT, *****, spoke with Kohler, who is now refusing to honor the warranty, stating dirt and dust in the carb. I also spoke with Kohler and they are refusing to honor the warranty. The rational is that I used STENS parts, not Kohler.

  Business Response

  Date: 10/25/2023

  This has been forwarded to our engines department I apologize I have not heard back from them but expect an answer soon. I will advise next steps. 

  Jelane

  Customer Answer

  Date: 10/25/2023

  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.
  
  I will wait  until 11/05/23 for a response from Kohler.  Please note a complaint has also been filed with the AG's office in **.
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/26/2023

  Good evening,

  I did receive confirmation from my engines department that is has been resolved and that the engine is being replaced under warranty through normal channels.

  *********************** has spoken to customer and dealer today, October 26, 2023. 

  Jelane 

• Initial Complaint

  Date:09/22/2023

  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.

  I purchased a Kohler Home generator in November 2022. The installation and startup was December, 2022. The serial number of the generator is *************** August 24, 2023, the generator failed during an exercise with a rotor lock up. The reseller, ***** ***** Systems in ********, ** sent a technician on August 29. They determined that the fan shield had melted and needed to be replaced along with the fan. This was after only 35 hours of usage. There was one 23 hour power outage and then the roughly weekly exercises.No one from ***** or Kohler has contacted me with any status on the repair. I have called both companies repeatedly. While being assured they were working on getting the parts, I have had no satisfaction for nearly a month now.I am concerned about the underlying engineering of the product. There's no reason a part should have melted after only 35 hours of usage. Given that it did, it is pretty clear Kohler has no plan for sufficient parts inventory and service dispatch.Ideally, I would like to replace the generator with another vendor. If Kohler is unwilling to quickly resolve this issue, I would be willing to have them uninstall the unit and refund the money I spent for the unit and the associated installation costs.

  Business Response

  Date: 09/25/2023

  Thank you for your email. I have forwarded this to our home generator division. Please be expecting a call from an associate to discuss next steps within the next 2 business days. 

   

  Jelane 

  Customer Answer

  Date: 09/27/2023

  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.]

  The resolutoin said I would hear from Kohler on one or two days.  This has not happened.  I still have no generator.

  
  Regards,
  
  ********************

  Business Response

  Date: 10/09/2023

  Hello our records indicate you have been contacted by ********* from the engines department on 09/29/23 and you were working directly with her for resolution. 

  Please advise if that is not the case and I will address it immediately. 

  Jelane

  Customer Answer

  Date: 10/09/2023

  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.
  
  I was contacted by ********* and ***** before that.  All ********* said was they were looking into getting me the missing part.  It's been a week now since we talked and no progress has been made.  There has been no further contact with me and I've not ever been given an expected date for delivery.

  I do not understand the delay in getting this part.  I'm assuming you have not discontinued the 20R generator.  If that is true, then there must be units in a warehouse somewhere.  By now I would have expected someone would have gone to the warehouse, removed the part needed to repair my generator, overnighted it to our dealer, and asked to have the repair expedited.  I'm told the missing part is a simple fan shield and not a major component of the generator.

  In a couple days it will be two months since my Kohler generator failed.  At this point it is unacceptable to think I'm working with anyone or that you are taking my problem seriously.

  Regards,
  
  ********************

  Business Response

  Date: 10/10/2023

  Notes from Kohler engines team ********* dated 10/10/2023 - I touched base with the dealer and then the customer on this today  again.  The dealer received the part today and will be calling the customer today or tomorrow to schedule a repair date.  The customer is fine with this and happy to know that his part has been shipped out.   This can be closed out at this point. 

  Jelane

  Customer Answer

  Date: 10/16/2023

  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.]

  Please do not close out this complaint.  While i acknowledge a part has arrived at the dealer, the dealer has been unable to schedule a time to make the repairs until this Friday, 10/20.  I have no knowledge as to whether this is the correct part or if the dealer will be able to make the repairs.  At this point, as we approach two months of my generator being out of service, I have little confidence that this will resolve my problem.  
  
  Regards,
  
  ********************

• Initial Complaint

  Date:09/13/2023

  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.

  I ordered a Kohler bath tub through an associate over the phone on March 17th. They sent me a bath tub with drain on a side different than I had asked. They agreed to take the return and send me a new one in place of it. However they asked me to pay for the new bath tub and mentioned that the returned bath tub money will be refunded back to my original card that was used to purchase. I paid and received the new bath tub and also shipped them back the original bath tub that was incorrect. However they have not refunded me the original bath tub amount so far. I followed up multiple times in the last couple of months , they say they will refund but I didnt receive any refund so far. I need them to refund my money back as I have already sent their product back and they have accepted the return as well.

  Business Response

  Date: 10/11/2023

  Customer had called into Kohler customer service and was provided the following: Accounting Document # ********** cleared by Kohler on 7/24 she will contact her CC company for verification. Please advise if anything further is needed. 

  Jelane

• Initial Complaint

  Date:08/22/2023

  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.

  On Aug 22, I chatted with a Kohler representative about 3 defective Kohler Pivoting Toilet Tissue Holder K-*****-SN. I have 3 of this Toilet Tissue holders along with faucets, towel bars, towel holders and more all in the Satin Nickle. I spent around $600 on the holders alone and around $5000 on faucets, towel holders, etc. The problem is the toilet tissue holder is yellowing very badly. All of the other Kohler items in the same finish in the same bathroom are fine and not yellowing. The Kohler rep proceeded to tell me that the reason for the yellowing was the cleaning product that was used and to only use the Kohler cleaning product or it wouldn't be under warranty. There has never been any harsh chemicals or cleaning products on any one of the products and the toilet tissue holders are the only items yellowing. They also said any manufacture defects had to be reported with the first year but the yellowing did not start until after that. I did not spend $600 on toilet tissue holders to have them only last 1 year before they start looking bad.

  Business Response

  Date: 08/23/2023

  Thank you for alerting us of this matter. I apologize for any inconvenience. Our written warranty on towel holders is one year from date of installation. We understand at certain times exceptions to our warranty are needed. Can you please send a copy of your receipt so we can determine if any goodwill funds can be applied for this situation? 

  I look forward to your response. 

  Jelane

  Customer Answer

  Date: 08/23/2023

  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.

  Thank you for the prompt response.  Attached is the receipt for the toilet tissue holders that have the yellowing and thank you for taking it into consideration the replacement/refund as I need it to be the same so it matches my bathrooms.

  My main question is, I have all Kohler SN items in these bathrooms, from faucets to bathtub fixtures and this seems to be the only item that is doing this.  Why would that be?  

  Regards,
  *********************************

  Business Response

  Date: 08/30/2023

  Thank you for your receipt. To best answer your question on why this is occurring; Kohler faucets and accessories are composed of several types of materials. Metals, plastics, CPVC all react to cleaners, cosmetics, lotions differently. Kohler company recommends the Kohler faucet cleaner be used to clean our accessories, it has been tested to not damage our finishes. 

  As a one time goodwill gesture I will send the 3 tissue holders to you. I currently show they are in stock and will ship direct to your location. The order confirmation number is 1024765696.

  If you have any additional questions, our customer service team is available M-F 8am-5pm CST **************.

  Jelane 

  Customer Answer

  Date: 08/30/2023

  [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:07/17/2023

  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.

  I purchased a LAV -M MODERN LIFE 50 MLE 1 TRG BLANC Model ***** L-O (Modern Life Handwash Basin), Kohler, in September 2022. There should have been hanger bolts included but were missing. I have called the Kohler customer service line several times and e-mailed them on three separate occasions. Have had no replies to my e-mails and on the phone calls I kept being told that they were awaiting "pricing" for the parts even though these parts should have come with the sink. I would gladly pay for them if need be; I just need the ****bolts. Hope you can help.

  Business Response

  Date: 07/20/2023

  Thank you for your email. I apologize for this inconvenience. I have contacted my engineering department as well as production staff to provide an immediate resolution. I will respond within the week with the resolution.

  Jelane 

• Initial Complaint

  Date:07/13/2023

  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 purchased a Kohler toilet seat with soft close lid in March of 2023 from **** Club for $29.98. A few weeks ago I noticed that the seat had split or cracked at the rear. My wife and I are the only occupants of our house and I asked her if she knew anything about the crack and she did not. So as far as I know the seat was installed and only received normal use and we are both under 200 pounds so I would expect the seat to hold up under those conditions.I accessed Kohler's customer support process which worked very well and the staff was quite responsive. They were quite interested in the model number of the seat but none could be located. I uploaded several pictures of the seat. Eventually I was advised that the product warranty doesn't cover breakage and I should just buy a new item.Had we subjected the product to unusual stresses of otherwise outright damaged it, I could understand this position, but as I said, all that has been done to the product is normal use.I believe this was simply a poor judgment by someone in customer service and would like to provide one last level of review. Upon initial examination of the product during the installation, I observed the product seemed to be well manufactured but was struck by how much less material was used in the seat than the otherwise functional one that was being replaced. I would not describe it as frail, but it was much thinner. If provided a replacement, I would expect better longevity of the product and would chalk up the failure to a manufacturing defect. Otherwise if this is a known of common failure mode with the product I would simply be disappointed. With no other information I certainly would not repurchase another of the same item as I would be forced to conclude it is too frail to withstand normal usage. Unless my initial report was purged, the photographs should be in the company customer service system.

  Business Response

  Date: 07/17/2023

  Hello **************,
  
  I have been able to identify your seat at ***'s club as model 78147-A. Please advise what color you are needing as the resolution of the photos is almost an almond or biscuit color not white.

  I look forward to your response and will be happy to order the correct replacement and color under warranty.

  Jelane 

  Customer Answer

  Date: 07/26/2023

  [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.  

  As expected, the customer support organization reviewed my initial report and determined that it had been dismissed inappropriately.  All indications are that resolution is underway with the shipment of a replacement product.  Kohler is and remains a top notch, customer focused company.
  
  Regards,
  
  *******************

  
  

• Initial Complaint

  Date:07/12/2023

  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.

  Hello.I purchased the bath tub in 2018 (the receipt attached). Kohler website states that : "Kohler's lifetime warranty covers defects in materials or workmanship for the original purchaser of the product. This means that if a Kohler product fails due to a manufacturing defect or faulty materials, the company will repair or replace it at no cost to the customer." The bath tub was defective and cracked. I called the company they sent a technician who confirmed it and sent a letter for the replacement of the bath tub. So the fact that the bath tub had defects was confirmed by the replacement letter. I got an estimate to replace the bath tub for $3,750 (the estimate attached). I called the company today explaining "but for" the defective product of the company I have the replacement estimate of $3,750 and I would like to get reimbursement for that. She explained to me that the company will not reimburse the replacement even if they would it is only partial. She insisted that the bath tub was not defective. I tried to resolve the issue. I requested to speak with a manager, she declined any liability and refused transfer me to a manager and supervisor stating that: "the manager will not speak to customers nor answer any email. The manager there only to deal with employees not customers". I find it very unprofessional. She refused to give me her full name stating it's a personal information. I would like to get reimbursement for the replacement of the defective bath tub.You can reach out to me with any questions at any time.Thank you

  Business Response

  Date: 07/17/2023

  Good afternoon,

  Pursuant to our conversation today I am awarding goodwill funds in the amount of $2500.00 to offset your labor costs. I apologize for this inconvenience. 

  Jelane 

  Customer Answer

  Date: 07/18/2023

  [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:06/16/2023

  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 purchased a Kohler bathroom sink drain assembly replacement for a Kohler sink. The box states "CONFIRM YOUR DRAIN, 1. Fits any sink, KOHLER, or other brands, with a 1 1/4 in. drain hole." I have a Kohler brand sink with a 1 1/4 in. drain hole. The replacement bathroom sink assembly does not fit in the hole in the sink. In trying to get it into the bathroom sink, I scaped up the replacement drain. As a result, I do not feel that I should return the damaged part to the big box hardware store that I bought it from. The problem is not their fault. I have written Kohler customer service twice about this. To the best of my knowledge Kohler customer service has not tried to contact me about this problem.