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.

close

Find a Location

The Kohler Company has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/07/2023

  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.

  I have a lawn mower with. kohler engine on it. When the engine was assembled they did not install a washer and a gear worn the oil pan down, which caused the engine to rev high and over heat. The mower was purchased in 2017 and the warranty has expired, but have had other issues with this engine running hot since day one. Talked to the dealer where I purchased the mower and he tried different things. When he could not adjust the rev ******* this time, he opened the engine and found the issue. Kohler is sending new parts but is not willing to pay for the labor. The mower is in good condition and I am not sure how long the engine will work before I have other issues with it, from over heating.Looking to see what my options are to get Kohler to replace the engine, because of the lack of attention to detail while it was assembled.

  Business Response

  Date: 06/19/2023

  Hello - I have forwarded this complaint to our engines department. They will contact you within the next 2 business days if they have not done so already. 

  Thank you.

  Jelane

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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 bathtub faucet from ******** @ build.com for a bathroom install last October/November. Part is T45117-4-BN. We had the faucet for approximately 5 months before the install. When we went to do the install a part was missing from the faucet - Part number ******* - tube assembly. We informed ******** and they immediately sent us a new one. Also missing the part, did this again, and still part was missing. So we ordered same faucet from amazon (different source) - part was missing, returned to amazon reordered - part still missing. I contacted Kohler - they stated the part was not in stock but they could ship me a whole new unit that should have the part. I received it today - part is still missing. Apparently the part is out of stock until end of June. It is very apparent they are purposefully shipping these faucets out over long periods of time to multiple vendors WITH THE MISSING PART and not telling consumers. I have informed them multiple times that this has been going on and they keep shipping these obviously knowingly without the part that is needed. So I am stuck with yet another faucet without the part. Ive been given multiple different dates on when it might be in. I have no idea if/when I will ever receive it. But they keep resending me units without it and telling me to call their ****# back with any issues which is a vicious cycle of the same repeated issue. Not okay to be knowingly sending out units with missing parts, not informing consumer, and not having a resolution. 2 weeks ago I was a told the part was in stock and given my issue they would send it out immediately and that I should've received it at very latest last Thursday. I called them the following Friday to let them know I didnt get it - they told me its out of stock til mid June. When I called again, they said now end of June. I doubt I will get it. My other faucets are fine and it needs to match so I cant just switch to something else.

  Business Response

  Date: 06/12/2023

  Thank you for your email. I apologize for this inconvenience. I have alerted my warehouse team and also have my engineering team checking inventory and possibly securing an entire faucet to send to you. 

  As soon as I have confirmation, I will reach out to you directly.

  Jelane 

  Customer Answer

  Date: 06/13/2023

  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.
  
  This is not new.  They have sent me entire faucets before and they are still missing the part mentioned.  My concern is also not satisfied that they are taking action to ensure they stop shipping faucets to others with missing parts.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/27/2023

  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.

  I bought 2 orders from thsi company about like 2 months ago spend about $4,000 for a shower system, before buying was problems on support finally some one helped me. Now I'm trying to install the products, since they don't come with enough detailing instructions. Finally some one called me, now i have more questions I tried to chat with some one then i got disconnected, then try again to chat with ******* and before trying to finish my questions, she answer me **** will call you on Tuesday, I mean we work during the week and on the weekends we try to work in our house (our home was burn to the ground, ashes, in a wildfire) since we lost everything, its been more than a year trying to rebuilt, and we need support on the products so talking to ******* she wasn't help full at all and I keep asking her how is possible in this Big Company is only One person to help me? she ignore my question I ask her again so you going to tell me there's only one single person available to help thousands of customers, only one? she never responded and ended the chat and block me so how now I'm going to get help from them if ******* was so rude and unprofessional and blocked me, I spend more than **** in products and their support is really poor the products are good very good quality i really like them, but support and service is really poor. It is so frustrating that no one can answer my questions and I tried again and I can't bcs ******* refuse to help me I even ask her if she can transfer meto some one that can help me.

• Initial Complaint

  Date:05/09/2023

  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.

  Based on their promoted/promised rebate and extended warrantee I purchased 2 Kohler home generators. One was installed in December 22 and the 2nd in Jan 23. In February I called the rebate department to ensure I was in their rebate/extended warrantee system. I was told I was, but that they were behind in sending out rebates and extended warrantee info.In March I called again but the person had been replaced with an automated message about this issue.Now it is *** and I have not received any communication from Kohler.I would like to get the rebates they promised ($1500.00) and the extended warrantees for the 2 generators.

  Business Response

  Date: 05/16/2023

  Thank you for your email.

  I have contacted the home generators department and they will reach out to you within 24 hours to discuss. 

  Jelane 

• Initial Complaint

  Date:05/02/2023

  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.

  We purchased a Kohler Cursiva bath fixture set from *********** On May 24, we hired a plumber to install it. Kohler case ********** and now reference case ********. The plumber discovered that there was a missing piece, the cartridge to the handle adapter. I went back to ********** (***********************************************************************). They did not carry the part but with the floor manager's permission did open a Cursiva in a different color. That previously unopened box was also missing the exact same part! Now there were two boxes missing the same part!I called Kohler. They said the part would be overnighted to our house due to the plumber not being able to finish the job. Meanwhile the plumber had WELDED the parts behind the wall. The part did not come the next day. I contacted Kohler, they said seven days. I waited eight and contacted them again. They now say the part is not available! Meanwhile we have a half finished job and are unable to use the tub and shower.! Please help **!

  Business Response

  Date: 05/16/2023

  Thank you for your email. Federal express has advised the package was delivered on May 2, 2023 At 2:55PM. Please advise if you did NOT receive this item. 

  Tracking number 646214575756, there is a picture of the package on a plastic table near a brick wall. Please visit Federal express website for more details about packages.

   

  Jelane 

• Initial Complaint

  Date:03/30/2023

  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 purchased a shower head that is a KOHLER brand Model K-R27513-G-CP in Sept 2022 and plumber installed it.The adjuster that changes settings broke in March 2023. It was stuck on an unusable setting to shower and would not flip back.Contacted KOHLER for a refund since the item was just 6 months old. Went back and forth via email for two weeks. Received an email response from them that they determine the product was a different brand which it wasnt. I sent in my original receipt that clearly outlined that it was one of their products. I sent a video and photo at the request and everything shows that it is in fact a KOHLER.Called them and spoke with their customer service. Although they were very nice, they were unwilling to refund my money even after the customer service rep confirmed that it was in fact, the KOHLER model.They said that since I purchased from ********** they couldnt give me a refund or any kind of store credit and the only option was to replace the shower-head even though Ive already replaced it (with a different brand and model that doesnt fail in 6 months) because I needed one to shower with. Its only $48.00 just send me a check!!! Its not that hard, stand behind your products Kolher!! All the time and effort spent contacting you all has been tedious as well.

  Business Response

  Date: 03/30/2023

  Thank you for your email. I apologize for any inconvenience and I am happy to assist. 

  In order for Kohler to refund you the cost of your Kohler shower head we would need a copy of your invoice for the Kohler product. The receipt that was forwarded to us had a Price ******* product listed and we cannot refund another manufacture's product. 

  I am showing ******** ordered the replacement Kohler shower head today 3/30/23, if you still would like a refund please send a copy of your Kohler product receipt to us at ************************************************************************** I have made notes stating I will approve the refund with a copy of the receipt in addition to the new showerhead. Your case number is 04810986.

  Jelane 

• Initial Complaint

  Date:03/29/2023

  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 piece of equipment with a Kohler engine on it. The engine has a three year warranty on it. The engine has barely been used and internal components failed causing the the engine to be destroyed. The company makes it impossible to honor their own warranty. Phone calls not accepted, websites are invalid and no service locations that will honor their warranty.

  Business Response

  Date: 03/30/2023

  Thank you for your email I have contacted the Kohler engines department and someone will contact you within the next 3 business days to discuss the situation. 

  Jelane 

  Customer Answer

  Date: 03/31/2023

  [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:02/17/2023

  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 bought a generator in December of 2021 in the first month the carburetor bolts fell out called service they could not come out for 2 weeks so i have to fix it myself i had to because it was -30 outside and the generator charged up the batteries and the batteries ran the heat for our house next on January of 2022 the generator stopped working a tech came out and look at it and he said it is out of warranty i was told the warranty was 5 years or **** hours when i bought it but the company said the warranty is only for grid tried homes not off grid homes off grid homes warranty 18 months or **** hour the company wants ******* to repair it we bought it for ******* in need help to get it fixed or replaced i would not bought it if i was told the warranty was not for 5 years my wife and i are on a fixed income and we don't have the money to repair the generator

  Business Response

  Date: 02/28/2023

  Thank you for your email, I have forwarded the complaint to the Kohler Engines management department. I expect a response in the next ***** hours and will advise at that time. 

  Jelane 

• Initial Complaint

  Date:02/15/2023

  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.

  As an architect I used to be a very strong advocate of Kohler, and I specified them in my projects repeatedly. That is until I installed them at my own house, and have had nothing but trouble. I own three Kohler toilets, and they each have their own set of problems that I have somehow learned to work around. One is a dual flush that will keep running after you flush it until you lift the tank top and set it down again! Fun, right?! As it is in our guest bathroom it leads to some interesting conversations. The other dual flush will depress both sides no matter how hard you try. But, the real problem is the ************** toilet that was purchased for our master bathroom, and has forced us to use the guest toilet on a regular basis! That toilet gives a new meaning to the word "Low Flush"!I loved the look of this toilet and the Biscuit color matched perfectly with our Jura Beige limestone floors and wall tile. That is where the good ends! We knew it was a low flow toilet as required by ********** Building Code, but expected a more efficient design from Kohler. It turns out that this toilet has one of the original Ingenium flushing mechanisms that was obviously not well designed or thought out. It never flushes completely and leaves a yellow tinted water in the bowl, which ultimately leads to a ring and residue that constantly needs cleaning. Pooping is out of the question as it will never go down! There have been numerous phone calls and complaints to Kohler which only resulted in useless parts being sent, many plumber visits to troubleshoot and also clean it out, which has not improved things. The last straw was when we used a toilet auger to clean out the latest clog, and some hard pieces that looked suspiciously like porcelain came up!! Since then I have noticed a darkening of the floor tile around the toilet which leads me to believe that there is a leak somewhere.

  Business Response

  Date: 02/27/2023

  Thank you for your email. As a manufacturing company in the plumbing industry I am sorry to hear of the issues you are having with your Kohler products. 

  Our toilet warranty is 1 year from date of installation of the products. I am showing model 3323-96 installed in 2006 also model 3564-0 installed in 2006, With that being said I am happy to extend a goodwill gesture to refund the purchase price of the Kohler toilets you have installed at your residence. 

  Please forward a copy of the receipt to us at ************************************************************************** and we can have a check issued immediately for this inconvenience. Your case number for this matter is 4648058.

  I look forward to your response. 

  Jelane

  Customer Answer

  Date: 03/01/2023

  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 so much for your response.  I appreciate your offer.  However, the right thing would be to replace the ************** toilet with the inefficient plumbing with one that has the new and improved Low Flow Ingenium Flushing system or the Revolution 360.  If I were to get a refund I would spend that money on a Toto toilet, but if this toilet were replaced by Kohler with a new functioning one my confidence in Kohler would be restored.
  

   

  
  

  Thank you so much for your assistance in this matter.

  
  

  Respectfully,

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

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

• Initial Complaint

  Date:12/21/2022

  Type:Delivery 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.

  Ordered two Forte bathroom faucets directly from the Kohler website on 11/16/2022 order ZC94NG-P-KO both were installed by a professional plumber. The diffuser on one of the faucets would not s**** into the faucet. Contacted customer service on 11/29/2022 and sent the original order number and pictures of the faucet and diffuser, they sent a replacement diffuser that did not match the one supplied with the original faucet. I contacted customer service again on 12/9/2022 and stated the problem and again sent pictures, they sent another replacement that was the same as the first so still do not have a faucet with a working diffuser. Not sure why at this point.

  Business Response

  Date: 12/22/2022

  Thank you for your email. I apologize the aerator service part did not resolve your issue.

  I have placed a free of charge order number ********** for the complete faucet traveling Federal Express to your address on case file number 4521290.

  We are also happy to assist with install charges, please forward a copy of the paid invoice for the qty 1 new faucet install to our customer service team ************************************************************************** and we can cover up to ******. Please reference the case file number 4521290.

  If you have additional questions please feel free to contact the customer service team at **************.

  Jelane