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:04/18/2025

  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.

  Our Kohler toilet seat split in the front of the seat. I do not know how that happened since it was a quiet closing seat. We purchased a new seat from ************ in ******************** and proceeded to install the seat ourselves. To our frustration, there were no instructions in or on the packaging. We finally managed to figure out the installation, but would strongly suggest that printed instructions be included in the packaging of future toilet seat replacements.

  Business Response

  Date: 04/21/2025

  We are happy to offer a refund to our customer with a provided invoice. I have emailed our customer to request that be sent to us for refund. 

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three Kohler bidet toilet seats, all of which failed within a relatively short period. Kohler issued refunds for the first two after I contacted executive support, though both resolutions required significant follow-up and caused considerable *****************, the third unit has also failed. The water pressure is completely non-functional, making the product unusable. We performed a thorough deep cleaning to rule out maintenance issues, but the problem persists.I contacted Kohlers executive support again, provided full details of the malfunction, and requested a refund; I also sent a follow-up email to no avail. Despite these efforts, we have received no response.Throughout this process, weve made every reasonable attempt to resolve the matter directly with Kohler:Submitted multiple service requests Followed all instructions to troubleshoot and return defective units Waited weeks without updates on repairs Accepted a basic temporary seat with none of the original features Provided a direct phone number for prompt follow-up Kohlers continued silence and lack of customer service response demonstrate a failure in both product quality and accountability. This is the third consecutive product failure, and we are still waiting to replace the unit with a functioning alternative.We are seeking a full refund for the third bidet unit and formal acknowledgment of the customer service issues we've experienced. At this point, we cannot continue to wait without resolution.Desired Resolution: A full refund for the third malfunctioning bidet ************: **** and Assenet ****** at ************** Preferred Resolution: Refund

  Business Response

  Date: 04/09/2025

  Thank you for contacting Kohler Co. Kohler has issued a refund for two of the customers bidet seats in response to complaint ********. The customer claims in this complaint that after their third bidet toilet seat has failed to work "I contacted Kohler's executive support again, provided full details of the malfunction, and requested a refund; I also sent a follow-up email to no avail". Kohler does not have any records of a phone call or email from this customer regarding this complaint nor have they requested any assistance from Kohler Co. before filing a complaint with the Better Business Bureau. After Kohler Co. received this complaint, we directly contacted the customer and performed standard troubleshooting finding that the bidet seat has malfunctioned. Kohler Co. has offered to provide a refund in the amount of $1,198.48. 

• Initial Complaint

  Date:03/21/2025

  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.

  They refuse to tell me if there is an access panel to the Kohler Walk-in bathtub, where it is located, and if it connected to a GFCI electrical outlet. Instead, they transferred me to every department under the sun without answering the question. You buy their product, they accept your money and dthen they dump you.

  Business Response

  Date: 03/21/2025

  i have reached out to our customer and provided a spec sheet of the unit she has in her home showing the access panels, electrical outlets, pump, heater, and blower requirements. 

• Initial Complaint

  Date:02/17/2025

  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.

  Our Kohler 20KW generator serial number is *********. We have access to our generator through an app. On or about 1/31/25 we replaced our router.After that our app went offline.I contacted Kohler for assistance and was advised to download firmware on my computer and upload it.This is a brute force fix to what simply should be a reconfiguration in the control panel on the generator. Pushing firmware on top of firmware can result in corruption issues.I would like a call from a Kohler supervisor in generator support to step me through reconfiguring the new router on the generator led control panel.

  Business Response

  Date: 02/17/2025

  Thank you for reaching out ***. I have forwarded this feedback to our Director. ***** should be reaching out to you to assist you with the generator as soon as possible. I have provided the phone number on this communication for him to reach out. We look forward to resolving this with you.

  Customer Answer

  Date: 02/17/2025

  [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 spoke with a Kohler supervisor. The issue is resolved. 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:02/07/2025

  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.

  we purchased a Kohler Sterling shower unit. our complaint regards a Sterling 72131100-96. I have been communicating with their customer service since 8-25-2023 about their defective shower pan. It has a non slip surface which includes little bumps. Some of the bumps have broken open exposing black black spots. I sent them sent them multiple photos of the defective shower pan. To summarize they sent a service *** out to ***air the areas. Now more spots are breaking open exposing more black spots. I contacted them again on 11-1-2024. They wrote back saying"it would appear that the ***air is wearing of. The Sterling Vikrell material is solid state and the black marks would appear to be carbon spec debris in the textured surface. Kohler as a one time courtesy can send the authorized *** out again to revisit the previous ***air. Should you decide to keep the unit "as is" they would reimburse us for the shower pan but not the labor to remove the defective pan and ***lace with the new one. "Kohler does not cover labor charges for removal and reinstalling of out product nor any miscellaneous costs". How can they sell a defective product which they will ***lace at no cost but not cover the labor costs? We are asking for a ***lacement of the shower unit not just the shower pan as removing the pan includes removing the dry wall around the unit and then removing the walls with out cracking them as they are anchored to the wall studs. then once the whole unit is installed ***air the drywall, ***air the flooring and ***aint.Not mention the inconvenience of having to endure the mess and having someone come into our home to remove their defective product and ***lace with a new one. I have copies of all the emails and photos i sent them of the defective product. We are only asking for ***lacement of the whole 4 piece shower unit with shipping costs and $1,000.00 to help with the ***lacement labor costs which i feel is extremely fair considering the total labor cost

  Business Response

  Date: 02/10/2025

  We have reached out on 1/27/2025 to get a copy of the invoice from the purchase to reimburse for the four-piece Ensemble unit. We are able to reimburse the $1,000.00 labor request with a copy of paid labor invoices. This is now noted in your case ********. Please send the requested documentation for us to be able to follow through with the reimbursements. 

  Customer Answer

  Date: 02/12/2025

  [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.  This is the only invoice we have as we installed the unit ourselves.
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  Date:02/05/2025

  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 shower kit from Menards that is kohler. When putting it together there was a couple of pieces missing.shower door seal and the bushing sleeve. I contacted kohler and they were suppose to send me the parts. It has been 4 months and nothing. Water leaks onto my new flooring and the door hinge is moving from the weight of the door and hitting the threshold now.

  Business Response

  Date: 02/06/2025

  Thank you for your email. I'm sorry you did not receive the components from order 1027011029. According to the courier tracking, the delivery could not be made due to an incorrect address and was returned to shipper. I have verified the address provided by you and have placed a new order 1027798323 for the Bushing Sleeve, Seal, Pivot Jamb, Wall Jamb, and Hardware Kit. Please note that you may receive multiple shipments for this order. For order updates and tracking information, please call us at ************** Monday through Friday 8am-5pm CT.

• Initial Complaint

  Date:01/27/2025

  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 own a Kohler Command Pro CH440 gasoline small engine. It has a 3 yr warranty, date of manufacture sticker shows it was built 1.5 yrs ago, so still in warranty time period. Engine has failed. Engine has extremely low hours, pictures show it still looks like new inside and out. Engine has low oil sensor, so not possible to operate w/o oil. ******* is at connecting rod where is connects to crankshaft. Crankshaft throw at connecting rod is discolored showing it got hot, and wear surfaces are damaged. Nothing physically broke. My effort today was to try and get some support. 1st question.....any recalls on this engine? Any known issues / failures like mine? Only parts needed are crankshaft and connecting rod, but before ***lacing, will they fail in just a few hours like original? 2nd question....any warranty? Any help? That was my mission this morning, seeking answers. 3+ hours later, and too many phone calls.....ZERO. The engine has a phone number on engine sticker, useless. Call that number, I get an automated service, put in my zip, they tell me ****************** is my *** in ****. Called *******, zero support, they only sell parts, and to dealers and big box stores. They tried to help, said they could transfer me to support, same circle, automated zip code, call *******. Web site claims.....support via online chat and email. Online chat is only for plumbing. Email is only for price estimating. HUGE viscous circle, leading me no where. So my complaint is this......how does any consumer receive any help or support, for things like warranty, recall, why my parts failed, will new parts fail as quick? I live in **, item is at my WV weekend place in mountains. ******* sent me a list of dealers, closest is 50 miles away in ********. I have owned so many Kohler Command engines in my 62 yrs, and use to think they were awesome. I have wasted 3 hours today, it appears Kohler offers ZERO means of support.

  Business Response

  Date: 01/27/2025

  Thank you for contacting Kohler Co. I'm sorry you have not been able to speak with Kohler Engines/rehlko. They will be in contact with you within 1-2 days.

  Customer Answer

  Date: 01/30/2025

  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.
  
  Kohler responded on Monday 1-27-2025 @ 5:06pm.  I see no one signed it nor shared any contact info.  I have no idea who made the statement above.  It states someone from Kohler Engines / rehlko will contact me in 1-2 days.  Day 1 was Tuesday, day 2 was Wednesday.  It is now Thursday, and I have received zero calls, zero missed calls, zero voice mails, and zero emails from Kohler Engines / rehlko.  Monday I wasted 3+ hours trying to get help, from Kohler engines, which was impossible.  I called some Kohler engine authorized dealers,rated as EXPERT by Kohler, they said Kohler Engines no longer provide supports for their engines, to consumers or dealers.  He claimed despite being an authorized Kohler small engine dealer, and a large dealership, they no longer recommend Kohler engines to customers, due to the lack of any support.  What a statement, but aligns with what I experienced those 3+ hours Monday I spent trying to see if my engine had any recalls, known issues like my failure, etc. ZERO support / customer service.  The 800 number printed on the side of the engine looks awesome, but in reality, connects to a robot who claims my *** is ****************** in *****  ******* claims they only sell parts, and only to dealers and big box stores.  Kohler ignoring my request for help on an engine with a build date 1.5 yrs ago, with 3 yr warranty has progressed beyond disappointing to quite irritating.  Kohler has made it clear, they don't care.  The local dealers made it clear, they can no longer recommend Kohler engines, the company they are authorized to ***resent.  That is Kohler engines / rehlko choice.  They leave me no other option except the court system to seek help regarding my engine failure after just a few hours use, with 1.5 yrs  manufacturers warranty still remaining.

  Business Response

  Date: 01/30/2025

  Mr. ******** I am sorry that you have not been contacted. We have reached out to our Kohler/Rehlko team. ***** R is to be reaching out to you. For warranty services, you need to go to a dealer. Depending on your area, it may be a distance to travel. **** could forward your info on 1/27, but it was after hours. I have asked for contact today by the end of the day. Again, I am sorry for the delay. We will find a resolution to where it can be serviced. Thank you, ****** *****

• Initial Complaint

  Date:12/26/2024

  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.

  On August 28th, 2024, I ordered a Kohler toilet with a skirted trapway. I had it installed upon receipt, and just a few days later, I noticed it was wobbling. I had the installer come back, and he found that the screws on the sides of the toilet that attach to the base needed to be tightened. This happened again a couple of weeks later, and then again a couple of weeks after that. And then nearly every time the toilet was used. At this point, there's simply no way to stop it from wobbling. The screws loosen again immediately. I contacted Kohler about this issue on November 19th, 2024. They responded saying they would send a replacement part. I have not received that part, and the toilet is completely unusable at this point.I would like a full refund for the toilet ($450), reimbursement for my installation fee ($500) since I'll have to pay to have a new one installed, and either an arrangement for return shipping or haul away so I don't have to pay to have this garbage hauled off.

  Business Response

  Date: 12/27/2024

  We had offered to assist with labor with a copy of the paid invoice for labor. That has not been submitted. We can reimburse for the toilet and cover installation fees with copies of invoices. They have not been provided at this point. 

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I recently made several purchases from Kohler, totaling around $20K on bathroom, toilet materials etc.When going to fit our 1st of4 Kohler vanities, for which we bought the case, the sink and the top, all from Kohler we discovered that there were no mounting bolts. Mounts,but no bolts. Since we bought 4 vanities, we checked all 4 in case the first box was missing the bolts. We found zero. I accept that they may not always supply everything, but since the quartz counter top comes predrilled, with a countersunk s**** thread, you need to know that size or type of bolt is exactly required.I contacted Kohler who agreed to send me replacement mounting bolts/screws, however only 3-4 hours later I received another email from Kohler telling me that they would not supply the ********* can you have an item with countersunk s**** threads, not provide the mounting bolts, or, what is for me the most egregious issue, not tell the customer exactly what bolts are required for your countersunk s**** threads in your installation documents. From what we saw nowhere in the installation information , be that for the Kohler vanity, the Kohler sink and the Kohler countertop, was there any specification of the bolts such that the client could buy them and compete the job.For the price point that Kohler products are listed, this is insulting and amateurish.

  Business Response

  Date: 12/23/2024

  Thank you for your email. I apologize you did not receive the required hardware for your four vanity tops, this is very concerning. We have shared these details with our teams for quality review to improve this in the future. Sadly, the supplied screws with the vanity tops are not service parts, but can be found easily at a local hardware store. They are M6-1.0x20MM Hex bolts. Kohler is happy to reimburse for the purchase of this hardware. We have sent a separate email with a suggested bolt and instructions on how to receive reimbursement for the purchased hardware. Please let us know if there is anything else we can help with.

  Customer Answer

  Date: 12/23/2024

  [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 further suggest that Kohler includes details of the necessary bolts in there installation manual in the future, to prevent other customers wasting time trying to figure out the details.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue with BathPro and Kohler is they both had secret closed door talks about my issue. They tried paying me very little to go away of 3000 but I didn't agree. They raised the limit to $3750 on a check and paying for the drywall repair. I agreed and signed but I need the glass doors lowered to prevent water splashing out under the glass door. ******* is the dealer and Kohler makes money from dealer and parts installed. The issue here is water sprays under the glass doors. There is almost one inch gap at the bottom of the glass door sitting below the shower pan. If the glass doors were adjusted would fix the issue but ****** or BathPro want fix the issue. BathPro is 3 hours away and Kohler says they don't have anyone close to fix it either. Check out my review on BathPro ********* ** via ****** review. Kohler had ******* ******* to call me to get me to sign a release form holding either party not responsible. ***** with BathPro came out 5 times and said it is normal if water sprays out because you have moving parts. ******* said some shower installations go smooth and others don't but gave no clear indication. The middle bathroom was measured incorrectly by the salesman as 1 3/4 of the crush stone panel was sticking past the drywall. I want both issues resolved **** and to have all this nonsense to stop. Installing cover slips at the bottom of the glass doors is strange and no one wants a shower leaking.

  Business Response

  Date: 12/17/2024

  Our customer had reported to Kohler that we had sent out several parts and repair services. Our customer signed a release on November 14th, 2024, which included an NDA and the amount of $3,750.00 as a satisfactory agreement. 

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want my glass doors adjusted and need all available kohler outlets certified in my area so I can get the doors adjusted. I also need all the parts and evrything to fix my remaining issues and thseal that is coming apart in the middle bathroom and i need the drywall install to take place soon as we are approaching 6 weeks now. 
  
  Regards,
  
  ******* ********