Kohler Customer Service Issues

I have a house built in [redacted] with Kohler bathroom sinks. The two Reve sinks in my master bathroom (model K-[redacted], white) are covered in crazing marks all over. I contacted customer service, but they said it was my plumber's fault, which doesn't make sense since the other sinks in my home are fine. I suspect the Reve vessel sinks made in [redacted] were defective. Even though the warranty is expired, I'm disappointed Kohler won't support their product. I'm seeking replacements or a discounted cost to replace them since I've never encountered this issue with sinks before.

On April 17, [redacted], I reached out to customer service regarding an issue with 2 faucets in my home. After discussing the problems, I received an order number and was informed that the repair parts would be shipped in approximately 3 weeks. Despite following up three times since then, I was informed that the parts are still out of stock, but I was assured that my order would be prioritized upon arrival. I emphasized the importance of a clearer timeline for the availability of the parts, which was noted, and I was told to expect an email update. However, as of today, June 26, [redacted], I have not heard anything. I am eagerly awaiting a response regarding when I can anticipate the parts or explore alternative solutions. My order number is [redacted]0. I appreciate your prompt attention to resolving this matter. Thank you, Peter T.

Good morning, Kayla, We need your assistance again, sorry for the inconvenience. Thank you for promptly sending the replacement parts; we are grateful for the quick response. Upon returning from our trip, we have time this weekend to start replacing the old parts. It seems, however, that the assembly replacement parts you sent are not the right ones. Our faucets lack a "Spout T" to connect the T hoses from the Spout T to the valve body assembly for both hot and cold, rendering them incompatible with our faucets. Our faucets only have a single water supply line (hose) running directly from the valve body assembly to the water supply valves for hot and cold. Although I haven't disassembled the faucets yet due to the incorrect parts sent, it seems the hot and cold valves are connected differently, resembling a single piece (T) without a port for a hose connection. This unique configuration leads the water to the spout when either hot or cold is turned on. I hope this clarifies our requirements for the correct replacement parts. The provided video guide is helpful for replacing parts on a faucet that matches the assembly kit you sent. The attached pictures may assist you in identifying the correct replacement parts. We appreciate your efforts to help us restore our bathroom sinks. Thank you, Frank

Hello, I'm Justin. I have a new house and I'm concerned about the shower trim and valve the builder installed. Lately, we've noticed water leaking from the trim when the handheld shower head sprays water on top. The water seeps into the trim piece, causing the wall to crack and leading to leaks on the 1st floor. The builder mentioned the trim piece is not fully waterproof and only certain parts are "water resistant." I find this concerning as showers should be completely waterproof. I provided the product information below, but I'm unsure if it's the exact part they used. I can send a picture for better clarification. Thank you.

I purchased a Craftsman riding mower a few years ago with a Kohler engine. I had such a negative experience with it that I made it clear to the salesperson that I wanted any mower except for one with a Kohler engine when I returned to replace it. About three years ago, I bought a Kohler dual flush toilet. Despite trying to find the right parts by visiting various stores and ordering gaskets online based on the toilet's specifications, I had to completely overhaul the old single flush system in the toilet to stop it from leaking. I had been contemplating buying a Kohler generator due to positive reviews, but after these experiences, I am hesitant to support any product related to Kohler. I am sharing this feedback not to ask for anything in return, but to express my disappointment with the quality of your products. Dealing with Kohler for parts is a hassle that I want to avoid. Don B.

I have been delighted with the Kohler shower that Kitchen and Floor Master installed in our bathroom in Burke, VA. Sadly, the suction cups on the shower drain cover stopped working a year ago, making it prone to slipping. Paul from Kitchen and Floor Master suggested I reach out to Kohler for a replacement. I hope the new design will be more effective than the previous one. Thank you for your help. Best, Vicki Mechner

In [redacted], I purchased a Kohler Mistos Single-Handle kitchen faucet with a side spray for over $[redacted]. The professional installation cost me $70. Unfortunately, my side spray's press button broke in October [redacted], rendering it unusable. I cannot locate the receipt for the purchase, but I do have the installation receipt. I chose Kohler expecting a quality product; however, my previous faucet and spray lasted 18 years and only cost $40. The over $[redacted] Kohler brand only lasted me two years. I am seeking a free replacement for the spray head and can provide a photo upon request. It is disappointing that what I believed to be a long-lasting upgrade turned out to be a poor investment. I eagerly await your response. Best, Maimuna

Subject: Quality Concerns with Robern Cabinets To whom it may concern, I represent a company that specializes in home construction and renovations. Over the years, I have been a frequent purchaser of Kohler products, including their medicine cabinets. Earlier this year, I acquired two Robern 24" x 36" units from the Houzz website for a double-sink bathroom project. Regrettably, the items arrived inadequately packaged, resulting in one cabinet being shattered upon arrival. After notifying Robern and providing photographic evidence, they reimbursed me for the damaged cabinet. Subsequently, when I used the second cabinet in a different project, it was discovered to have a small crack in the corner of the door. Despite reaching out to Robern and supplying a photo, their proposed solution of offering a 50% discount on a new door left much to be desired. As a customer, I am disheartened by the lack of quality in the packaging and the inadequate response from Kohler as the parent company. This experience has led me to reconsider using Robern cabinets for future projects. Sincerely, Neil Costa Tilly Hill Inc.

I wanted to share my feedback about a Kohler toilet seat I purchased. Although it's past the 1-year warranty, I only used it for about 4 months. Today, as I was cleaning, I felt compelled to reach out. The model number on the bottom of the seat is [redacted]-2-E, which might help identify it. It uses 4 AA batteries. Cleaning it is difficult, especially since many buyers likely have young kids. The battery pack doesn't prevent urine from getting in, and after 4 months, the light stopped working - possibly due to urine damage. When I insert new batteries, the light stays on without control, and the button doesn't function. The batteries drain quickly. While I appreciate the concept, the seat's design needs improvement to keep out moisture. I regret paying extra for this seat that not only has a malfunctioning light but also requires extra effort to clean due to the battery compartment.

I purchased a Kohler kitchen faucet slightly over a year ago. Recently, it has started making a whining sound when turned on. I have removed the head but am unable to figure out how to access the aerator inside. This is the industrial style faucet with a large coiled metal over the water line. Unfortunately, I am unable to locate the box with the model number, as I bought it from Home Depot. I would appreciate guidance on how to get inside the head and remove the aerator. If a replacement head from Kohler is necessary, I would like to proceed with that option.

Subject: Kohler Faucet Parts Order Concern Dear Complaint Department Supervisor, I visited Kohler in Paramus, NJ on 1/14/19 to order a part for faucet # K [redacted]. I spoke with MICHAEL, who informed me that the faucet was discontinued. He tried to locate the black rubber ring I needed for the spray area but faced challenges and didn't seek help. Eventually, I was told to buy the chrome piece to get the black ring, which cost me $72.10. However, the order didn't go through initially. When I received the chrome piece without the ring, I was unable to return it. Subsequently, ELI helped me and successfully found the black ring, referred to as THE BOOT, which I purchased for $28.26 in cash on 2/25/19. To resolve this matter, I would like to return the chrome piece and receive a $72.10 refund on my AMEX. I've been a loyal Kohler customer since the early 1990s and have multiple Kohler appliances in my home. Best regards, Karl H. Moehlen

I recently bought a Kohler Sous Kitchen Faucet, model R10651-SD-VS, last Saturday, April 20th. Following the installation instructions precisely, I found that the hot water flow is weak with splashback, while the cold water works fine but with reduced pressure. The Sweep Stream function seems to be performing well. After reading online reviews, it seems a faulty spray head might be the problem. I would appreciate a replacement. Previously, I had a similar, less expensive faucet without any issues. Please reach out to me about this matter at [redacted]. Thank you. -Joseph O.

I recently purchased a one-piece toilet from Lowe's, and unfortunately, the seat has broken. Despite being college-educated in various fields, my partner and I are struggling to remove the seat. I believe there must be a simple trick or method, typical of Kohler products. I would greatly appreciate any guidance you can provide to make your product more user-friendly. Alternatively, I am open to having the one-piece toilet replaced with a two-piece round base toilet, as the current situation has taken up too much of our time and incurred unexpected costs for professional assistance. A swift resolution would be greatly appreciated.

I wanted to share my positive experience with Kohler's customer service. Last year, my kitchen faucet had a leak. Upon inspection, we found a shard of metal that damaged the hose. Although no compensation was offered for a full assembly, a replacement hose was sent. Needing a quicker solution due to family visiting, a plumber installed a new Kohler unit. After reaching out to Kohler, Allysha from their Wisconsin office handled my case exceptionally well. She secured reimbursement for the new faucet promptly after consulting with her manager. I am impressed by Kohler's support for their product and thankful for Allysha's excellent service and swift resolution. Thank you, Kohler! - Bob A. from Saskatoon, SK, Canada

I own a [redacted] Hustler Raptor SD mower with a Kohler [redacted] Pro 25HP engine that has accumulated [redacted] hours. I recently encountered a problem where the starter motor shorted out unexpectedly. Upon visiting the dealer where I purchased it, I was informed by Pat's Small Engine in East Bethel, MN, that Kohler may not honor the warranty due to the motor being shorted out or showing signs of smoke damage. I believe this issue was not caused by any action on my part as I simply tried to start it and the motor failed to turn over on a Sunday. As a resolution, I am requesting Kohler to provide a new starter motor to replace the faulty one (Part Number 1[redacted]) that I had to purchase. If this matter cannot be resolved satisfactorily, I may reconsider buying Kohler engines in the future, considering there are various alternatives available. Thank you.

While cleaning my 7-year-old Kohler sink, I accidentally cut my finger on the chipped enamel. Upon closer inspection, I noticed that the exposed area was rusting in the front right-hand corner, with further chipping and rusting along the sink's edge. After contacting the warranty department and receiving a replacement from Southern Bath in Ft. Walton, the new sink had a significant chip on the left front edge upon unpacking. This indicates it was likely damaged at the factory. Unfortunately, this led to a two-week inconvenience without a functioning sink in my kitchen. While I appreciate the swift replacement process by Kohler and Southern Bath, I had to incur additional costs to have a plumber install each new sink. Moving forward, I suggest that if any further issues arise with the replacement sink, such as rusting or chipping, Kohler should cover the plumber expenses for the installation. I remain hopeful that such problems won't recur, but it would be reassuring to have this assurance for any future replacements. Thank you, Dawn Carter

I bought a Kohler Walk-in Tub from Pacific Bath Company in Tukwila, WA. I was assisted by Wes Nielson. Unfortunately, the installation on 7/18/19 did not go smoothly. The contractors were delayed, and there was an argument between them and the plumber in front of me. One contractor used a razor blade to trim a panel, leaving it looking unprofessional. Several attempts were made to fix it but only the third try was successful because the right tools were used. The caulk also needed to be redone. When I tried to use the tub, the jets did not work, and the drain was slow. Jason tried to fix it but without success. Another company tested the electrical, which was fine. I contacted Lauren from Pacific Bath Company who promised to send a team to fix the holes drilled in the Luxstone and to address the jet issue. I am disappointed that for $25,[redacted], the customer service has been lacking. If the problems persist, I may have to remove the tub and find another company. Thank you. Mary F.

I equipped 6 bathrooms with Kohler products when I moved into my house in May [redacted]. One of the K-[redacted]-SN 2.0gpm shower heads in a guest room was reported leaking by a guest last weekend. The leak originated from the upper part of the shower due to a cracked white plastic ring causing water to escape and wet the bathroom. This particular shower had been used less than 10 times. Living in Fresno, California, I understand this model is now prohibited in the state. I have ordered a replacement with 1.75gpm from Ferguson. They advised me to contact Kohler as a precaution in case the issue occurs with other shower heads. I suggest returning the defective unit to Kohler for a replacement as a spare in case of future problems. If this is acceptable, kindly provide me with the shipping address. Thank you for your assistance. Jason L.

As a dedicated fan of Kohler products, I wanted to share my recent experience with their elongated toilet seat. Unfortunately, I've had to replace my second seat in just as many years due to cracks forming at the front, near the injection molding "weld line." Having some background in manufacturing, I know the importance of controlling plastic flow and temperatures during the molding process to ensure strong welds. Both seats also displayed separation of approximately 3/4" at the crack, possibly due to stress during molding. Product: Elongated Bowl Seat Product code: R4636 Both cracks appeared when I applied pressure while standing. Despite being a larger individual, I believe this issue does not reflect Kohler's usual quality standards. I hope this feedback proves helpful. Best regards, Ed S. PS: I had trouble accessing the website listed on the seat package.

Hello Customer Service, I am requesting a price quote for an Automatic Transfer Switch on behalf of my client, an insurance agency in Grand Bahama, Bahamas. The specifications for the switch are as follows: - Make: Kohler - Model: K1 - Part Number: KSS-DCVA-0400S - Serial Number: K[redacted] - Amperage: [redacted] - Voltage: [redacted] - Phase: 3 - Wires: 4 - Poles: 4 - Frequency: 60 Hz The shipping address in the U.S. is: Mr. Howard Bowe C/O Speedx Courier & Freight [redacted] N Federal Hwy Unit #[redacted] Fort Lauderdale, Florida [redacted] Please provide the price of the switch and shipping charges to the U.S. address promptly. Thank you for your swift assistance. Best regards, Howard