Kohler Customer Service Issues

I recently ordered the 60x36 Accord shower for the 7th time from The Home Depot, but unfortunately, the bottom keeps arriving damaged. Despite no pieces being found in the box, the showers arrive in poor condition. This has been a frustrating experience over several attempts. A Home Depot staff member suggested buying the product marked up elsewhere, which is disappointing. I've been waiting for three months for a flawless shower, and this ongoing issue is unacceptable. I believe I should be compensated for the inconvenience caused. My husband is considering involving the local TV station to showcase the condition of the products we've received. This has been a letdown from Kohler, a brand I had trusted. I hope they can rectify this situation and provide a high-quality product. It's Christmas time, and this experience has been disheartening.

I purchased the White 4-hole cast iron Heartland drop-in sink from Home Depot as part of my rental upgrade. I have previously bought this sink twice before with no issues. However, this sink's enamel seems much thinner. Routine dishwashing has resulted in scratches, a small chip, and a slight color change in the basin. Given that it is only my wife and me, and we rarely cook, this sink appears to be flawed. Home Depot suggested I contact Kohler, who agreed that it may have been a part of a faulty batch. Thank you for your assistance. - Kirt

I purchased four Kohler toilet seats, but two of them were missing the hardware. When I reached out to customer service, they required numerous personal details, including my phone number, which I found excessive. I spent half a day dealing with this issue and still did not receive the missing hardware. I just want the necessary pieces without having to provide more than my address. I value my privacy and do not appreciate feeling pressured to divulge excessive information for a simple request. I feel frustrated by the lack of progress despite being subjected to what feels like an interrogation without any resolution.

About a year ago, we bought a Sterling Accord 60.25" white Vikrell Skirted bathtub Model #[redacted]6-0 from Lowe's for our bathroom renovation completed in April [redacted]. Recently, a shampoo spill damaged the tub's finish, which surprised me as the product claimed to withstand various chemicals. This issue never arose with our old tub. It's disappointing that after less than a year and a significant amount spent ($[redacted].30), the tub's appearance is affected, especially with glass doors showcasing it. I hope for a prompt resolution to address this problem.

I am seeking technical support with my [redacted] Vermeer stump grinder that has a CH25 Kohler Command Pro V-twin engine with a faulty OEM carburetor part #24-[redacted]-34. I have tried replacing it with a new carburetor #24-[redacted]-34, but the first one lacked an accelerator pump, causing throttle control issues. The second replacement with an accelerator pump had a height disparity, leading to interference with the intake manifold. I improvised a solution by modifying the intake manifold, but I am concerned about its long-term durability due to the intense vibrations during stump grinding. I am looking for a spacer, possibly 1/2" in size, to install between the carburetor and intake manifold to address the clearance problem caused by the upgrade. My engine's specifications are CH725 spec [redacted]. Can anyone confirm if Kohler produces a spacer for carburetors 24-[redacted]-34 or 24-[redacted]-34 to resolve this issue?

I have a Maxton faucet in my bathroom that has been working fine until a recent water shutdown in my building. Once the water returned, the faucet began to have low water pressure and a poor water stream. I had a plumber check and clean the filters but the Maxton faucet still has low water flow compared to the other faucets. The plumber suspects there may be debris stuck inside the faucet itself. This is frustrating as it is the only faucet still malfunctioning. I paid $[redacted] for this faucet and will need to replace it if the issue cannot be resolved. I have checked the water sources for both hot and cold water, and they seem to be working fine. Any further advice on how to fix this issue would be appreciated.

After investing in a high-end bathroom renovation with Kohler Choreograph shower walls and a slip-resistant cast iron base, targeted for easier cleaning as a senior, I am experiencing significant issues two years later. The corners of the walls have peeled, revealing metal, which the provided paint does not effectively cover. Additionally, the non-skid lines on the shower base are not cleaning, leaving unsightly stains. Despite following instructions and using recommended cleaning products, the results are unacceptable. The promised lifetime warranty is mentioned on the website, but the thought of replacing the pan and choreograph seems unfeasible due to the high cost. I am seeking a resolution to this problem as my investment has resulted in disappointment and frustration. - SB

My diverter cartridge on the Roman bathtub was leaking from the base and wouldn't pop up. I removed it, checked for pitting or corrosion, greased the o-rings, and reinstalled it. Now, there's no leak at the base and the handle pops up, but there's still leakage from the shower spray even when the handle is up. Trying to manually raise the handle doesn't stop the shower. I'm not sure if it's the diverter or an o-ring causing the issue. If it's an o-ring, which one is the problem? I just need some technical advice to be able to fix this on my own.

I am having trouble with my Kohler tub/shower valve as it's not allowing hot water to flow. I have removed the handle and wall plate, but I am unable to remove the valve stem for inspection or replacement. I couldn't find the model number to refer to the schematics either. The unit seems to have a "U" shaped retainer clip on the front, which I removed, but the valve stem won't come out. I've taken a photo of the valve but unfortunately can't send it for identification and guidance. Any tips on how to proceed with pulling out the stem would be greatly appreciated.

I recently purchased the Kohler Transpose toilet for $[redacted] and hired a plumber to install it. The installation process took longer than expected as there were issues with the toilet not draining properly. After troubleshooting for over 1-1/2 hours, we determined it was a defective unit. We returned to Lowe's Colonie NY and exchanged the toilet. The new installation went smoothly, but the whole process took about 3 hours, causing a delay in other planned work. It was frustrating and time-consuming, leading me to wonder if this is a common issue with this toilet model. Thank you for your attention to this matter.incerely, B.S.

We purchased a KOHLER faucet K-[redacted]-C11-CP Karbon in February [redacted] to replace our previous model of the same type, which had broken. We were drawn to the design and quality associated with KOHLER products, as our apartment is equipped with their brand throughout. Unfortunately, just over a year later, we are facing issues with the faucet and have been advised by a plumber to replace the cartridge or get a new faucet, only to discover that the model has been discontinued. We are reaching out for assistance in resolving this matter and obtaining a new cartridge. We are wondering if this situation falls under warranty. Thank you, Iryna.

I purchased a toilet from Home Depot on 8/21. After they lost the first order, they provided me with a replacement. I collected the toilet on Saturday 9/19 and my plumber attempted to install it yesterday. Unfortunately, he discovered an 18-inch hairline crack in the tank along the back, extending to the bottom bolt connection. To resolve this, I urgently require part number [redacted]-0 for the tank to complete the installation. I intend to return the damaged tank to Home Depot or another store you recommend. With guests arriving in two weeks, it's crucial to get this resolved promptly. My Home Depot order number is WJ[redacted]9 for the payment of $[redacted].34. I can provide the receipt if needed.

I am Aditi Mehta, the owner of a Kohler Veil purchased in July [redacted]. Initially, I received a defective piece, which Mr. Anubhav, the sales head at the time, replaced after multiple issues. Now, my remote has stopped working. Both service heads, Mr. Vishal and his supervisor, seem more focused on rules than customer care. I wonder where these rules were when the subpar product was first provided. This level of customer service falls short of expectations from a company like Kohler. Given the current COVID situation, many reputable companies have extended their service warranties. If this matter is not resolved promptly, I may escalate it to Kohler's head office.

In February [redacted], I had a Kohler kitchen sink installed. In December [redacted], I noticed what appeared to be rust on the base of the right sink. Despite my efforts, I couldn't remove it. The plumber who installed it confirmed it was a defect and identified another one near the faucet that had caused caulk damage. He fixed the caulk issue but advised me to report these defects to Kohler and keep an eye out for more. While disappointed, I can still use the sink. Could you please provide guidance on what steps to take next? I want to be prepared in case the problem escalates. Thank you. Sincerely, Barbara Langin.

Dear Artica Interiors Customers, We understand the frustration caused by communication and delivery issues. We have acknowledged the problems with delivery time, wrong item deliveries, and difficulties in replacements. We apologize for the delays and the impact on your projects. We are actively working to resolve these issues promptly. We appreciate your patience during this time. Best Regards, Ahmed Hashim Commercial Manager Artica Interiors Design Engineering

After purchasing a Kohler artifacts kitchen faucet from New England Supply in Burlington, Massachusetts, in January, my husband installed it, and immediately we experienced low water pressure. Contacting the store didn't resolve the issue, so we reached out to Kohler's 1-[redacted] number. They suggested replacing the aerator and cartridge, which we did, but the problem persisted. Following their advice, we then hired a plumber who determined over the phone that the faucet was defective. Unfortunately, Kohler refused to cover the $[redacted] fee for the plumber and wouldn't connect me with a manager when I requested it.

I would like to provide feedback regarding our recent shopping experience. While considering purchasing your products with my spouse, our child noticed a commercial depicting a man wrapped in a towel appearing as a woman, along with an additional commercial supporting the LGBTQ+ community. This led to questions from our child, prompting a conversation about respect and individual differences within our family. We prefer not to have external influences dictate discussions about sexual orientation. As parents, we strive to choose items free from overt societal messages, particularly when shopping for household goods. This experience has made us reconsider our purchasing decisions. Thank you.

I recently had an all Kohler shower system installed by an authorized Kohler installer, including the K-[redacted] Shower Arm With Diverter. However, I believe the diverter may have been installed backwards as I am experiencing issues with the water pressure and flow direction. I have noticed that the diverted stream lacks full pressure and mixes with the shower head when backpressure is present. I am seeking clarification on whether this is normal operation, if reversing the part would resolve the problem, and whether I should attempt to fix it myself or contact the installer. I can provide photos of the installation if needed. This project was delayed multiple times due to the pandemic and was only completed recently. The Shower Diverter is essential for washing my dog and other utility purposes in addition to showering.

We enlisted a certified dealer to install a unit, but the space inside turned out to be smaller than expected. Despite reaching out multiple times to the sales rep and even escalating it to the owner/President, we have received no response. After speaking to Mike Carter on 01/21/22, who seemed surprised by the lack of communication, we were promised a follow-up which never happened. We are now facing a disappointing renovation result with an uncomfortable shower space that needs to be widened. This experience with the company after choosing their product has been disheartening, and we are concerned about their reliability. I have attached a copy of the email chain as part of this complaint. My attempts to contact Dan Hartline regarding this issue have also gone unanswered, and we are seeking a resolution to adjust the width of the shower. Thank you for addressing this matter promptly. Margo L. Goodman

I purchased two [redacted]-0 Santa Rosa toilets from Build.com Ferguson on 2/14/22. When installing the first one, I encountered problems with the valve part [redacted]. I was able to use the float assembly from the second toilet to resolve the issue. Could you please send me a replacement for the faulty valve? If you require any additional numbers, they should be on the box label. Kindly provide me with your fax number via email, and I will send the necessary information over. Thank you. James R. at 19 Chartier Dr, Belchertown, MA [redacted]. You can reach me at 1-[redacted], which is a landline with caption call. If I am unavailable, please leave a message, and I will return your call. Thank you.