The Kohler Company

Revdex.com Complaint # [redacted]Mr [redacted], Thank you for contacting Kohler Co. concerning your lawnmower engine.I am following up with the Engines Customer Service group asking them to research the details behind your Revdex.com complaint. Please allow until mid next week, Jan. 7th for...

follow up by the Engines group.Thank you,

Mr [redacted],In reviewing your interactions with Mr [redacted]n, I see has addressed the following concerns with you - Warranty Status: Currently in the service parts portion of the generator warrantyService Dealer Fees: Set by the dealer. Discussion of rates should be between you and the dealerRegistration: He was unable to find registration data on record for your product. He reached out to the distributor that covers the geographical area and was unsuccessful in tracking you through the business. Travel: If there is a warrantable parts repair needed, he has agreed to assist with reasonable travel costsAnalysis Results: If issues are found with the testing you are currently having done, he has offered to send a dealer to take a sample for independent testing and take appropriate actionWarranty Extension: Kohler Co.'s warranty is specific. He is unable to extend your warrantyI have asked Mr [redacted]n to continue to work with you on this matter upon his return January 5th. Be advised the majority of Kohler Co. has been shut down between Dec. 22nd through Jan. 5th for plant maintenance and the holidays. Thank you,

Mr. [redacted],
Thank you for your feedback concerning your lawnmower with a Kohler engine. I am asking our Engines Customer Service group to review this issue and reach out to you. You should expect contact from the Engines group within 1-2 days. Please reach out to me if you have additional questions...

in the mean time. 
Thank you,

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was contacted and the mower was taken in for repair. Kohler agreed to replace the engine at no cost to me. 
Thanks so much for your assistance. 
Regards,
 
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The Kohler Company responded immediately and resolved the problems. Thanks again, Kohler.
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This item was installed correctly, no heat etc, and yet failed.  We sent the item back to the company along with pictures indicating the damage and the installation.  The only heat applied was at the company's instruction when we were told to remove the valve.  This was not done at installation.  I fail to understand why they will not stand by their product when the failure was not due to installation.  The failure has to have happened somewhere along the manufacturing, packaging, distribution channel since it was not at the home.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
There has not really been a response to date.  So far all they have said is that they are looking into it but there has not been any resolution or decision.  We are looking for someone to decide something so there can be a resolution.
Regards,
[redacted]

Mr [redacted], I understand [redacted] from our Generators Group has spoken to you in order to address your most recent concerns. [redacted] indicated you will provide him with his start-up date this week. [redacted] has committed to taking care of the registration of the Genset and ATS . He has also agreed to sending a dealer to your residence in order to get your unit repaired and running properly at no cost to you. Is this how you understand the situation moving forward? Thank you for your response.

Hello Mr [redacted], Thank you for contacting the Revdex.com concerning your lawnmower engine.I have shared your report with our Kohler Engines team. They will review your case and determine how best we can help.Have you contacted the Engines Customer Service Group at Kohler Co.?The toll...

free number is ###-###-####. If you have not contacted them, that may be a good place to start.Again, I shared your report with them and expect some feedback shortly. Thank you, [redacted]Kohler Co. Revdex.com Agent###-###-#### Ext [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for assisting on this matter. I have been in contact with customer service representative :"[redacted]". The offer that the company has furnished me with does not address my complaint. They have explained to me that the reason why they did not contact me, or fulfill my warranty was because I did not furnish them with a "phone number". This is despite the fact that they have had my email address and residency for nearly 10 months while my product was not functioning. They have now advised me that they will only adhere to a strict reading of the current state of the warranty, which only allows for the company to furnish "parts" and not labor. They have advised me that where I purchased my generator was only a authorized "sales" outlet and not a dealer. (home Depot) Therefore they did not do a "start up" of the generator, which would have given me coverage for parts and labor. Apparently, this is where you pay the dealership to go out to the unit and press the "start" button. We explained that we have strict building codes in NJ and that the "start up" was observed by a code officer. Furthermore, the unit functioned flawlessly for a year, and that negates the "start up" as a cause of failure. They have also advised me that they will not extend my warranty (even for parts), for the amount of time that they ignored my requests (over 9 months) and my generator sat idle and unused. So, essentially, they are going to ignore all of their wrongdoing in this matter. I feel that I have asked for a very simple fix. Simply have a tech check my unit, and repair it under warranty. I have also asked that they extend the warranty for the 9 months where they ignored my requests for service. I have also noted that on the last oil change, there was a significant amount of metal in the oil. Their literature suggests that the engine could be damaged by not allowing the "exercise cycle" to be performed weekly. It is plausible that the non-functioning of the unit for 9 months has led to this secondary problem.
Regards,
[redacted]

Review: Purchased a new Kohler generator and after less than 2 years the engine lost an oil seal that was not installed properly. The dealer for Kohler states that because it was a generator that it only has an 18 month warranty. However the Kohler website says they back the engines for 3 years. The generator did not fail the engine did.

If I buy a new engine it would be covered for 3 years. I have had a new seal placed in the engine and at a cost of $1000.00 I think Kohler should stand behind the engine warranty.

http://www.kohlerengines.com/maintenance/warranty.htm?series=Command+PRO&x=6...⇄ Settlement: At least the repair of the engine should be covered and I will pay for the pickup and return of the unit approximately $500.00

Business

Response:

Mr [redacted],

Review: We purchased the Kohler Highline Classic 2-Piece 1.28 GPF Elongated Toilet in White (Model # K-[redacted]) from Home Depot for $198.00 (plus 8% sales tax) a couple of months ago for our bathroom renovation. We hadn't done a lot of research on high quality toilets but knew that Kohler was supposed to be a reputable brand. Initially, after replacing our old toilet (which was outdated in a powder blue color but fully functional) with this one, it worked fine. However, approximately two weeks later the Kohler Highline stopped flushing. The water will swirl around the bowl but often does not actually flush. Every once in awhile it will flush normally but approximately 9 out of 10 times it does not work. We were assured that there were no plumbing issues (which makes sense since the last toilet worked fine) so we contacted Kohler's Customer Service. They told us that it was not the toilet and that we needed to install a vent (even though we never had one with the last toilet). We went through the additional trouble and cost to add a vent. However, the toilet still rarely flushes. We researched the problem and found that several other people have had the same issue with this same model. One consumer stated that he had purchased approximately 170 of these toilets for his apartment complex. All of which worked initially and then had problems flushing. A plumber had told him it was due to the flow restrictor which makes the toilet use less water while flushing in order to be more efficient. He had to have all of the flow restrictors removed. We've considered that option but do not have the money to pay a plumber and do not want to have a toilet that's not efficient with water even though it claims to be. That particular consumer said that he'd reached out to Kohler but they refused to do anything about it. We have gone months without a toilet in our bathroom while trying to resolve this with Kohler but they have not done anything to help and we can't afford to buy another toilet without a refund on the one that does not work. We have the receipt but not the box and therefore, could not return it. We threw out the box once the toilet was installed and working properly. We did not expect to have issues two weeks later.Desired Settlement: We would like a full refund at minimum. We need to be able to replace this toilet with a functional toilet. This has been nothing but a hassle and I am so surprised that Kohler has such a good reputation considering they're unwilling to replace defective products. The toilet is clearly the issue. It's too bad that others have also had problems with this model and have been ignored. At this point, I do not plan to purchase Kohler products in the future. That may change depending on how they handle this going forward but I can't believe the hassle it has been already. Any consumer goods company is going to have issues with products here and there but its how they handle it that matters. I've never felt the need to file a complaint with the Revdex.com before. Usually we buy from reputable companies and in the small chance that there is an issue they're more than willing to work with us to fix it. Please help. Thank you!

Business

Response:

Good Morning Mr [redacted],

I want to first thank you for reaching out to the Revdex.com as opposed to being silent about your displeasure with your Kohler product. It gives us an opportunity to address the challenges you are having. I also want to apologize for the challenges as well.

At a time of your choosing, can we talk over the phone about this issue? I have some additional questions to ask you. If you prefer email communication, that is no problem.

Thank you,

[redacted]Kohler Co

###-###-#### Ext [redacted]

Review: We bought a new fixture for our bathtub/s[redacted] and it was installed correctly. The next day the fitting blew out and we had a flooded bathroom that leaked water into the bedroom downstairs below it. The resulting "flood" damaged the ceiling, carpet, mattress, and boxspring in the room below. When we called Kohler, they said they were unable to send anyone to inspect what happened and we were told to remove the part and send it to them for inspection. We thought there was something off about that since we had to cut it off in order to send it to them for inspection. It seems a little odd that a company their size cannot have an insurance adjuster or at least a contact person in a city the size of Reno, NV. It turns out that they denied the claim, in part, because it was cut, which is waht we had to do to get it off to send to them. We don't understand how they can deny a claim for doing what they told us to do. It was installed with clamps and was only cut to satify their requirement to get it off.We bought a new fixture for our bathtub/s[redacted] and it was installed correctly. The next day the fitting blew out and we had a flooded bathroom that leaked water into the bedroom downstairs below it. The resulting "flood" damaged the ceiling, carpet, mattress, and box spring in the room below. When we called Kohler, they said they were unable to send anyone to inspect what happened and we were told to remove the part and send it to them for inspection. We thought there was something off about that since we had to cut it off in order to send it to them for inspection. It turns out that they denied the claim, in part, because it was cut. We don't understand how they can deny a claim for doing what they told us to do.Desired Settlement: I would like for the company to refund the price of the defective product, replace the nearly new mattress and box spring that is now stained because of the water damage, and repair and repaint the damaged and stained ceiling.

Business

Response:

Mr [redacted],

Thank you for contacting Kohler Co. and the

Revdex.com concerning the product issues you are having.

I am currently reviewing your claim with our

Corporate Insurance group to determine what has been completed to date.

Either myself or a member of the Corporate

Insurance team will contact you to further discuss.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There has not really been a response to date. So far all they have said is that they are looking into it but there has not been any resolution or decision. We are looking for someone to decide something so there can be a resolution.

Regards,

Business

Response:

Kohler Co. has worked with Mr [redacted] on this through the Kohler Corporate Insurance group. As is standard procedure, all damage related claims filed with Kohler Co. are reviewed with one of the key actions being the examination of the product in question. The Kohler Current Product Engineering – Faucets performed testing on the valve sent back by the customer.

Review: I would like to file a complaint against the Kohler Corporation, based in Kohler, Wisconsin, due to a very

poorly handled warranty claim.

I purchased a Cub Cadet Lawn Tractor from the Home Depot in Brookhaven, Mississippi on July 31, 2014.

This Cub Cadet mower has a Kohler Courage engine with a two-year warranty. Upon doing routine maintenance

for the current mowing season, I attempted to remove the factory installed oil filter with a standard filter removal

tool. The filter was supposed to be hand-tightened only but when I attempted to turn the filter counter-clockwise to

loosen it, it wouldn’t budge. Then I purchased a special tool with a flexible line to attempt removal, and it still

remained stuck. The I tapped on the filter without success. Then I attached a metal filter removal tool and applied a considerable amount of torque resulting in the fitting inside the filter breaking.

I then took the Cub Cadet to a local Kohler Dealer in Brookhaven, Mississippi, Rent-All, and they applied

for the appropriate warranty on the repair. When I returned to pick up the mower, they had made the repair and I

was told that the warranty claim was refused because I had abused the part.

Based on the amount of torque used to originally install the filter, it should have been easily removed. Since

it was so tight that it could not be removed by conventional methods, the part failed and broke apart. This is the

fault of the factory installation being faulty and requiring excess removal force and should be a warrantied repair.

My total bill for parts and labor was in the amount of $233.55. I am asking Kohler Corporation to honor

their warranty and reimburse me for the cost of the incorrectly installed engine part which amounts to $135.59.

I am attaching a copy of the paid invoice to Rent All with an itemized list of the charges for which I have

already paid. I am also attaching an image of the broken part.

Sincerely,

[redacted] A. [redacted]

Cub Cadet/Kohler Engine OwnerDesired Settlement: I would like a check payable to [redacted] A. [redacted] from Kohler Company for reimbursement for the cost of the above mentioned part in the amount of $135.59. The part number is 20-009-35S plate.

Business

Response:

Mr [redacted],

Thank you for contacting

the Revdex.com concerning your lawn tractor.

I have shared

your feedback with our Engines Customer Service Group.

You should

receive feedback on your request within the week.

It will give

Kohler time to follow up with any records we have on this and possibly reach out

to Kohler dealer in Brookhaven.

Thank you,

Review: I purchased a Kohler Generator in August 2015. The purchase price offered a $500 discount to pay for OnCue Plus, an on-line program on my home computer. The system is supposed to track the generators functions including reporting accurate running time and dates for scheduled checks. I have had problems with this system since it was installed. Kohler Power Systems Customer Service has not been at all helpful, refusing to provide on-site assistance and saying only that the generator is an older version and the software needs updating. This could lead to a serious problem if the generator does not perform when an electric power outage occurs.Desired Settlement: A Kohler Power Systems Customer Service specialist must schedule an appointment to service the generator and provide the necessary repairs and/or update the software to ensure that the OnCue Plus system and generator are functioning properly as advertised.

Business

Response:

Hello

Mr. [redacted],

Thank

you for reaching out to the Revdex.com concerning your generator.

I

apologize for the challenges you have been having.

I

have shared your feedback with our Kohler Power Systems Technical Group.

I

have also asked for the group to reach out to you to address your concerns and

come up with a satisfactory resolution.

Please

feel free to reach out to me if you have not been contacted by mid next week.

Thank

you,

Email: [redacted]

BUILDING RELATIONSHIPS...CREATING LOYALTY

Experience gracious living online at http://www.KOHLER.com

Review: Last fall the engine on my lawnmower blew. The engine only has 150 hours on it. The year warranty has expired, but with only the small amount of hours on it I feel that Kohler should pay for a new engine and pay for the install of a new engine. This was purchased in the fall of 2008. The oil changes have been made every year and the equipment was stored in our heated basement during the winter months. We also have not done anything as in abusing the equipment. Only cut the lawn and raked leaves.

We contacted the dealer several times and we are told they will check into it. We never get phone calls back concerning this issue.Desired Settlement: For Kohler to stand behind their product and replace the engine at their expense.

Business

Response:

Hello Mr [redacted], Thank you for contacting the Revdex.com concerning your lawnmower engine.I have shared your report with our Kohler Engines team. They will review your case and determine how best we can help.Have you contacted the Engines Customer Service Group at Kohler Co.?The toll free number is ###-###-####. If you have not contacted them, that may be a good place to start.Again, I shared your report with them and expect some feedback shortly. Thank you, [redacted]Kohler Co. Revdex.com Agent###-###-#### Ext [redacted]

Review: I purchased a brand new kohler engine (cv740-3128) on Aug. 1, 2011. The engine was installed on a Gravely lawn mower. Approx. 3 weeks of use one of the coils stopped working (24 584 89-s spark advance module) and had to be replaced. Changed the oil at 50 hours. Shortly after first oil change I noticed that when ever I turn hard to the right or hit a bump in the yard the engine would stumble. Engine also started burning oil at this point. Oil burning got to the point now that it burns a quart of oil for every 10 gallons of fuel. Engine shut down and I took the mower to the shop. Carburetor was cleaned but engine continued to run poorly. Had carburetor cleaned an additional two times, but the engine continued to run poorly. Took mower to authorized Kohler dealer to do a warranty claim on July 23, 2013. As of today Aug. 14, 2013 Kohler has refuse to honor there warranty. Kohler rep Wayne Sapp denied my warranty claim stating that the air hose from the breather to the carburetor was cut at the end, not allowing the hose to seal properly, there by causing dirt to enter the engine. The Kohler rep is completely

off base! The hose was sealed properly and no dirt was allowed to enter the engine. Kohler is giving me the run around because they do not want to honor the warranty.Desired Settlement: Fully refund

Business

Response:

Mr. [redacted],

Thank you for contacting the Revdex.com concerning the issues you have had with your Kohler engine.

I have forwarded your concern to our Engines Customer Service group for review and resolution.

You should expect a callback by them by mid week.

Please contact me at [redacted] if you have any additional questions.

Sincerely,

Kohler Co. Revdex.com Correspondent

Review: We purchased a Kohler 20 RESL Generator from an Authorized seller, had it professionally installed, and it worked well for a year. During the next year, several issues made the generator non-functioning. We contacted Kohler by phone and they gave us the name and number of a local service company. (60 miles away). We called and emailed this company several times and would not respond. We then contacted Kohler again to advise them of the situation. They said they could not assist further. We emailed both Kohler and the service company again, and neither responded. 3 months ago, we sent a certified letter to Kohler, asking again for servicing of the unit, and they did not respond. We spoke with a local generator technician, and he felt that the generator only needs a Firmware update. He said than no other companies can provide this firmware. Only Kohler, or their servicing agent can fix this. It has been well over a year that this issue has left my generator non-functioning.Desired Settlement: I would like Kohler to send a repair technician, and to add back the year of warranty where my generator has sat, inoperable.

Business

Response:

Mr. [redacted],Thank you for contacting Kohler Co. concerning your generator. I have forwarded your concerns to Kohler's Generator Customer Service Group.After review, you should receive feedback on your concerns from a member of their team.Please use me as a point of contact if the group has not reached out to you.My name and number below.Thank you,

Consumer

Response:

Review: Recently had a licensed contractor install a corner shower manufactured by Sterling/Kohler. Door is cut wrong. Top gap along shower door goes from 1/2" on left to about 1 1/4" on the right. Both sides fit pretty well along both sides. Sent pictures of gap (both top and bottom). Spoke with [redacted], I explained if you would push right bottom up to make top level, the sides would not fit. She agreed and asked me to use level which I did. Top of door frame was off slightly as was the base of the shower. I sent pictures and some other person said the door was not level. While I agree, it is obvious the door is cut wrong. My installer spent hours trying to get the door corrected and it's not possible. When I recontacted Sterling/Kohler, I was put on hold indefintely in order to get rid of me. I don't understand why someone just can't call me back. They called me the first time.

I just want a door which is cut correctly and not lopsided. At no cost to me. I purchased the product once to have it installed. The rest of the corner shower is great.Desired Settlement: I want a shower door I don't have to lift up to close.

Business

Response:

Ms [redacted]

Thank you for reaching out to the Revdex.com concerning your new Sterling SP2375 shower door.

A couple of concerns I have is whether or not the shower receptor is level and whether the wall surrounds are out of plumb.

Both issues would make the correct door alignment difficult to achieve.

Excerpts from our installation guide for the door indicate the following:

IMPORTANT! If the shower receptor is not level, correct door alignment will be difficult to achieve.

IMPORTANT! This door is designed to accommodate walls that are less than 3/8? (1 cm) out of plumb.

Verify the area the door will be attached to is within 3/8? (1 cm) or better of plumb. The door may not

function properly if the wall is more than 3/8? (1 cm) out of plumb.

To adjust the side fixed panels, the installer should loosen the three screws securing the side fixed panel to the wall. Tilt or shift the side fixed panels as needed. Tighten the wall jam screws.

If the shower receptor is not level, it would be important to achieve this.

Could you confirm your installer has done the above actions in order to achieve the proper door fit?

Thank you,

Consumer

Response:

Thank you.

Review: I have a two year old mower that has 211 hours of time of mowing that now has a hole in engine. I have sent emails to Kohler, with no response and posted on their facebook page. The response I received on facebook was that they were short staffed and someone would contact me back. I called them two days later, spoke to a rep that told me to take it to a service provider and if deemed defective, "Kohler" would make it right. I did that today and service provider stated to me , How can I say it is defective after running two years. This particular mower appears to be brand new and has been maintained. I have a two year old mower that is serving no purpose and paying someone to mow my grass at this time. This is a serious problem when you have took care of something and you can not get direction on what needs to be done.Desired Settlement: I am not asking for a new mower, however I am looking for my engine to be replaced.

Business

Response:

Mr [redacted],

Thank you for contacting Kohler Co. concerning your mower engine.

Unfortunately, we are not able to help you due to Husqvarna being another manufacturer of engines.

Their website is [redacted]