The Kohler Company

Review: My complaint comes from a Kohler bathroom bluetooth amp, wiring, and speakers that cost me $559.52 from a local plumb supply store. Kohler from their website state "The KOHLER Amplifier uses Bluetooth® technology to stream and control music from your favorite mobile devices, providing a simple and elegant way to add audio to an existing space, a remodel or a new installation project. Not just limited to a showering or bathroom space, the Amplifier can be used in almost any application to power speakers inside or outside the home. When paired with water-resistant KOHLER SoundTile speakers, Amplifier is a great solution for the bathroom or any area with high moisture levels, such as the kitchen, the garage, or even the patio." The equipment is installed EXACTLY like the company requires. The problem is the system does not work as advertised. I have been in contact with Kohler to try and figure out the problem, and have been sent other amps to test to see if the amp is defective. The company states the AMP is not defective and something in my house is causing THEIR system to not work properly. Kohler has offered to refund me the cost of the AMP, but not the wiring, nor the speakers, which is the bulk of the cost. I did talk with [redacted] (customer service) on the phone and he said it is my individual circumstance, and Kohler would not offer a refund on the other equipment. They did advise me to take all the equipment back to the store I purchased it at, but I would have to pay someone to come over and take out the equipment, and patch the areas where the equipment would be taken out, which would cost more than all the equipment combined. I have already paid the installation cost of their system, which I will not get back. I would not have purchased this equipment if anywhere on their site it suggests that it doesn’t work in some homes. From the company’s own website it suggest that this system works amazingly when combined with the other components, as I have purchased. Unfortunately this is not the case, and the system does not work as the company has intended it.Desired Settlement: I would request that Kohler either hires a company to come out and uninstall the equipment and repair the house at their cost, or refund the entire amount of the system. I would like to see Kohler stand behind their product and do the right thing. The company ([redacted] in customer service) suggest that I have the ability to return it, if I'm not satisfied, but this is not a viable option as the uninstall cost more than the equipment, so the firm would be doing me no favors, only costing me more money.

Business

Response:

Mr [redacted],

Review: I purchased a neo-angle shower door SP2375-38S-G05 Solitaire Frameless in silver finish with clear glass. The kit was missing a part , the bulb seal 1096489, which is a 72 inch long seal that you install so the door closes on it and does not leak. We have contacted Kohler twice and both times they were very apologetic and said they would send the missing part that day. The first time it took them a week to ship it and another week for it to arrive, they sent the seal but it is only 32" inches long which is useless. We called back and asked to speak to a manager and were transferred to [redacted] who assured us it would be shipped from the factory in Tennessee the next day overnight. It was shipped as promised and we received it today but this one is only 31 inches long. I have a totally remodeled bathroom with a new shower that I cannot use because the door can't be installed without the seal. I am at wits end as to how to get them to ship the correct length of seal and fear I have a new shower I will never be able to use. My bathroom remodel was done 3 weeks ago ( with the exception of the shower door ) so I would be prepared for bridesmaids to stay for a wedding this weekend. Please help, I really don't know how to get them to ship the correct length of door seal.Desired Settlement: Please send the correct door seal.

Business

Response:

Mr. [redacted],

Since your Revdex.com concern submittal on 8-12, our records show a shipment of qty. 15 feet of the bulb seal was ordered on 8-13.

May I ask if you have received this?

I see we have made an error in getting you the correct length part. On behalf of Kohler Co., I apologize for this.

Thank you,

Consumer

Response:

[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.]

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 part arrived and was the correct length, they simply replied with a form email stating the part had been shipped after you contacted them. Thank you for your help in resolving this problem, the company's customer service when there is a problem was sorely lacking.

Regards,

Review: PURCHASED A STERLING 6305-35N SHOWER DOOR,THEN HIRED A CONTRACTOR TO INSTALL IT.CONTRACTOR#1 COULDN'T FIGURE OUT HOW TO PROPERLY INSTALL IT SO HE APOLIGIZED AND RETURNED OUR MONEY.NEXT,WE HIRED CONTRACTOR#2.THIS CONTRACTOR ALSO HAD MAJOR PROBLEMS INSTALLING THE DOOR.IT TOOK HIM ABOUT FIVE HOURS(2 TRIPS) TO INSTALL THE DOOR.FROM DAY ONE THE DOOR LEAKED, FROM BOTH SIDES OF THE DOOR (LOWER PART).AFTER YEARS OF DEALING WITH THE LEAKING I FINALLY CALLED STERLING TO GET THE PROBLEM FIXED.PLEASE NOTE THE DOOR IS STILL UNDER WARRANTY.AFTER THREE CALLS WE GOT NOWHERE WITH THE KOHLER CUSTOMER SERVICE.WE BELIEVE THAT THE DOOR IS DEFECTIVE BUT THE KOHLER PEOPLE THINK THAT IT WAS INSTALLED INCORRECTLY.ONCE AGAIN TWO PROFESSIONAL CONTRACTORS HAD MAJOR PROBLEMS WITH THE DOOR.Desired Settlement: THE DOOR IS UNDER WARRANTY! WE JUST WANT THE MANUFACTURE OF THE DOOR TO HONOR THE DOOR'S WARRANTY AND FIX THE PROBLEM.

Business

Response:

Mr [redacted],

Thank you for reaching out to Sterling as it pertains to your installed shower door.

I have attached the installation guide for your review.

Will you please review the section: Symptom: Water Leaks & Recommended Action

And comment on each of the recommendations?

Also, please describe in detail where the door is leaking and where the installers applied silicone sealant?

I am glad to work with you in order to get this straightened out.

Thank you,

Consumer

Response:

Review: Revel Shower door - K-707510-L-BNK - I tried to order this door from Lowes and after several conversations over a few days, it was determined that the door is recalled and may not be available until after January next year due to a quality issue. It is unknown if there is a related public safety issue. The Kohler distributor to Lowes and Lowes recommended an upgrade model at an additional $900 charge. When it was requested that the upgraded Purist door, K-707510-L-BNK be sold at the same price as the Revel, Lowes found this unacceptable.

Neither the retailer (Lowes) or the Kohler distributor will provide an acceptable replacement and will not request compensation from Kohler.Desired Settlement: Kohler is requested to sell the Purist model thru Lowes at the same price as the Revel door- $339 retail. Kohler, Lowes and the distributor can workout their responsible cost and terms.

Business

Response:

Mr. [redacted],

I am sorry to hear of the delay of the Revel door and how this is affecting your remodel/new construction. While this is not ideal, Kohler is committed to making sure all of our shower door offerings are A-1. Have you already ordered the Revel door and a cash transaction has taken place? If the door has been ordered, are you able to wait until the Revel is ready to ship? Kohler would be glad to assist in the cost of a temporary rod and curtain if it make sense to do so. Thank you for letting me know.

Consumer

Response:

Review: My husband and I purchased a Kohler K-5818-5U-0 White Hartland Under-Mount Utility sink back in August 2013as part of our kitchen remodel. Within a few weeks, the sink started to show yellow stains along the bottom and on the sink divider. The sink subtotal was $440.10, $475.31 after taxes. Needless to say,this was not a cheap sink. I initially went to Home Depot as advised by a Rep at the Revdex.com about a month after the purchase and spoke to a Rep there. The Rep advised me to wait and see if the issue with the staining continued. No calls were placed to Kohler at this point because there were only two small stains. After a few months, the staining became more noticeable so I called Kohler who sent a few samples of a cleaner for the sink. These cleaners still did nothing for the stains. While speaking to several representatives of the company the blame was constantly being placed on myself and the care of the sink. I'm not the type to leave a sink full of dishes or leave leftover food ever. On one of the calls a rep informed me that government guidelines on the amount of coats of finish a sink can receive was lowered due to health issues . We've owned three new houses and in all of them have kept the cheap sink that has come with the house and this type of staining has never been an issue. After several calls, Kohler sent a technician to refinish the sink. When the technician arrived he advised against the refinish, stating that it would end up chipping over time. The technician then proceeded to clean the sink trying to remove the stains. After the sink was cleaned, I showed the technician that the stains were still visible and that now the finish on the sink was dull. The technician stated there was nothing else he could do. We replaced the sink mats that were supposedly part of the issue and the stains continue to appear. Kohler has agreed to replace the sink, but is unwilling to cover the cost of installation. My husband and I are both retired and live off of our SSI and are in no position to pay for the installation on THEIR defective product. There is also a risk to our granite with the removal and installation of a new sink. The replacement sink will also have to be done in an over mount style as opposed to the under mount style that we wanted in our remodel to avoid damage to the granite.Desired Settlement: We received and estimate for the installation of the sink in the amount of $417, which does not include on any of the plumbing that will have to be done. We feel that Kohler should reimburse the cost of installation.

Business

Response:

Ms.[redacted]

Review: I had an issue with my shower. I called Kohler and the woman on the phone argued with me that it was the correct part. I got the part 5 days later and tried to install it. My shower still leaked. I had water under the tub,on the subfloor, in my basement , on insulation, on my walls trying to get this part in. Ended up calling a plumber who charged me 150.00 for a service charge and 121.50 for new part since the one Kohler sent me did not work. I don't have 5 days to wait for a new part so had plumber comeback on Monday to fix it with a whole new Kohler unit. It fixed the problem after an additional 95.00 to fix it. I called Kohler and spoke with a supervisor who informed me that their part is only 78.00 and that they would send me a part to try to get money back from plumber. Not going to happen. I would like all my 386.66 back, I will send them part them sent to me. I will never buy Kohler fixtures again aince their guaranteed lifetime parts are a piece of junk. I had anther Kohler shower stop working 2 years ago after only being 5 years old. Evidently, Kohler doesn't back their products

Business

Response:

Mr [redacted],

Review: Purchased a Kohler Faucet for kitchen sink in early July less than 6 weeks faucet began to leak so badly that water must be turned off to fixture between uses. Contacted customer service and was told they wouldn't replace the faulty fixture but would send a new valve. Then the customer service rep said "I am sorry but that replacement part is on back order and we will send as soon as it is instock" that was on Aug 18 and we are still turning our water on and off to fixture between uses to keep from flooding our kitchen. The reason I purchased this item was the "Lifetime Warranty" Totally laughable. The customer service rep said my claim is attached to the ph# I provided which I have included in my information for this complaint.Desired Settlement: Refund my money as I would never want to try another Kohler product.

Business

Response:

Ms [redacted], Thank you for sharing your experience with Kohler Co. I apologize for the issues you have had with your new faucet. Kohler Co. attempts to have service parts in stock for all of our products. In this case, we did have the part in stock needed to fix the faucet. Kohler is currently investing a significant amount of resources to make sure service parts stock is readily available and, in this situation, to better understand why the faucet had issues in the first place. While your experience is not the desired one to have with the purchase of a new product, I hope the offer of reimbursement would allow you to consider the Kohler brand in the future. Sincerely, [redacted]Kohler Customer Service

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I purchased a $300.00 Kohler toilet from Home Depot. I had it installed and it didn't work right. It leaked or continued to run. I called the company and they had me adjust something and the installer flushed the line. It continued to leak. They had to send a new part to replace the one that didn't work. My expectation was to receive a working product. The part took 5 days to get here. I had to pay the water that was leaking and also to have someone install the replacement piece. Even though the Kohler policy is not to pay for installation I don't think this is fair when you expect to get a working product -especially one that cost over $300.00. I don't know how often this happens with this company but I feel that this policy needs to be changed. If it is a problem with their product they need to pay to fix the problem in my estimation. The frustration was very real. I contacted the company a couple times but they stick to their policy. I would take this product back if I could but it is already installed. I'm very frustrated with this company and wouldn't suggest that anyone deals with a company that doesn't stand behind their product and make it right. Thank-you for listening. I can't get your scale below to move but I would put it on "0" for recommending it to others.

Review: I purchased a kohler air tub w/heater model "Devonshire" 60"x32"x20 alcove BubbleMassage Air bath with intergral apron, right hand drain and heater. It states 120 air jets, variable speed blower with 18 levels and heater. After researching several months of air tubs I chose "kolher" instead of "Bain" brand because of brand recognized and the of the smaller 120 holes in tub. After calling the company 1st as the tub did not work at all-- they sent a plumber to repair the power supply I tried to use tub. It only had 1 speed and cold air coming out of the blower. I called to have plumber come back and repair so all speed would work n heater to blow warm air I/o cold. After a week off for vacation the plumber returned n now have 3 speeds but still cold air.

Having spoken to "[redacted]"-in management I was told she had same tub and has cold air coming out of her jets as well so I should just accept this flaw in the tub. I told her they should change their descriptions since they r mis-representing their product when they advertise a heater-- which all their employee tell me they cannot put on this tub as it would melt the blower line.I could have just purchased a soaking tub if I would have known that!! The tubs I saw and talked to representatives I was under the impression the water tempiture would be maintain while in the tub. Heaters to me mean heat-- not cold air. I am so disappointed that everytime I get in the tub I try to tell myself it's ok and to relax and enjoy-- but I cannot enjoy when there is cold air coming out of the blower. The higher speed n longer time I would time would cause air to warm but -- no it doesn't. I have know idea what to do except express my total frustration on how I was treated and blown off from the staff when I called.Desired Settlement: Want to feel no cold air coming out of blower! Not relaxing at all so if I need different model that will do this I want a different model.

Business

Response:

Ms [redacted],

I have a faucet that was used for 30 days started to leak out of the handle. Talked with kohler they knew what the problem was and said they could send the parts to fix it. The problem was would be three weeks before there shipping dept could get it out to me. I'm not sure who can go three weeks without a kitchen faucet but we could not. So now I'm off to get another new faucet to replace this new faucet. NEVER buy another one from Kohler!!!

Review: We got installed a shower door between 3 to 4 years ago. About a week ago in the middle of the night we heard an explosion, not knowing the reason my husband went to investigate and found the shower door broken in thousand pieces and doing this sound like popping pop corn, the explosions continue until the door was completely in million pieces.

I called the next day to report the incident, they open a case and ask me about the measurements of the door, since I was at work, I call them next day with the information. On my second call, the lady told me that the measurements were incorrect and that she didn't wanted to send the wrong door, so she asked me to remeasure. I called today to give the information and the new customer service asked me if anyone was injured. I told her that was in the middle of the night and we were sleeping when that happen, I gave her the measurements and she asked for a moment to gather information. She came back asking me to pay $163 dollars for a new door. I asked for the warranty and she said that the warranty was only good for 3 years. I understand that the warranty is for only 3 years but I would like to see in the packaging that this low quality product is a can be a physical hazard in will only last for 3 to 4 years. What if my little girls were around when this happen? what if someone got injure? I am not going to lie to get away with a new door.

This is not the first case about this kind of shower doors. [redacted] is full of stories!!! I don't trust this product at all and hope other people are aware of these issues.

I asked ifDesired Settlement: Packaging of the product to explain that this product only last 3 to 4 years and to explain the hazard of the product in the packaging itself (not in the installation manual)

Business

Response:

Good Afternoon, I called Ms. [redacted] on 4/1/15 and left a message regarding this concern. I was able to reach her today, 4/2/15, to discuss this situation. After discussing the concern she agreed to a full product replacement at no charge to her. I have issued a voucher for her to pick up a replacement shower door at her local retailer at no charge. She is satisfied with this resolution. Please let me know if I can be of any further assistance. Thank you, [redacted]Kitchen and Bath Americas[redacted] Office: ###-###-#### Fax: ###-###-####[redacted]BUILDING RELATIONSHIPS...CREATING LOYALTYExperience gracious living online at http://www.KOHLER.com

Review: I purchased a Numi K-3900-0 toilet last November (2013) from amazon. It stopped working this past Septemebr. Kohler sent a warranty repairman, and after several fix attempts, they determined that a replacement was required. Kohler issued a letter to direct Amazon.com, from whom the toilet was purchaed, to send a new toilet and contact Kohler for creadit. In speaking with Amazon (numerous times, at all levels), they stated that they do not honor the letter, and do not handle matters in this way, and I should go back to Kohler for a solution. I contacted the number on the Kohler letter (Customer Care Center) who stated that this was their policy on handling warranty replacements, and that they would not do anything differently. When I stated that Amazon would not honor the letter, they implied, quite frankly, that that was my problem, and they had done all they were going to do. They implied that it was my fault for buying from Amazon, although Amazon was a creditable distributor for them (evidenced by the fact that they issued the letter to Amazon). Letters to their online portal have not been returned. I obviously would like to have the toilet replaced, since Kohler had already agreed to that, and I feel it is not my obligation to solve a problem in communications between Amazon and Kohler. I feel it is up to Kohler to figure out how to get me the replacement toilet. I have done what they asked, and contacted Amazon about ordering the replacement, and Amazon has refused. What exactly would Kohler have me do at this point?Desired Settlement: I would like for Kohler to figure out how to get me the replacement toilet, either by working with Amazon to resolve thier differences, or by using a different distributer to send me the replacement toilet. I have no issue with paying for the labor charges involved.

Business

Response:

Mr [redacted], Thank you for contacting the Revdex.com and Kohler Co. Our history shows that a revised letter was sent to you in the approximately same timeframe as your concerns were submitted to the Revdex.com. The distributor Kohler has arranged for you to work with is Hajoca Corporation. Your point of contact is [redacted] and he can be reached at ###-###-####. If you have any additional issues with what we are trying to accomplish, please call our 1/800/456/4537 toll free number and refer to Request # [redacted]. We would be glad to further assist in the matter. Thank you,

Review: Kohler Company is using its relationship with its internet distributor, Efaucets, to avoid its responsibilty for boith defective merchandise and incorrctly processed merchandise. As an Agent of the Koh ler Company, EFaucets is representing itself as a distributor for KIohler and the consumer is led t believe that the level of warranty and customer service support that will be provided will be similar or the same as that whichis priovided fromKohler directly. this is absolutelynottrue since EFaucets, with the approval of Kohler, fails to provide any customer service or supiort to custiomers when products are defective, damaged, or shipped incorrectly, leaving the customer with no avenue other that legal actuion against the Kohler Company and Efaucets. Koher is responsible for the actions of its agents and distributors and Kohloer is using eFaucets as a vehicle to distribute substandard service and substandard products , in order to avoidproviding customer support. In this case two items costing approximately $ 300 have effectively been ababdioned by Kohler who hides under the umbrella of eFaucets, who faiks to priovide any service whatsoever. Items received were proken or damages or whong color, however, eFaucets fails to take any action and suchbehavior is apprioved byKohler, since, Kohler continues to allow this substandard distribution system to distribute products that cannot be placed into service.Desired Settlement: Kohler should be required to disclose to future customer of its products using the efaudcets distribution channel, that the products will not receive any aupport from efaucets nor Kohler, and that the customer should proceed at his/her own risk. As part of its duty to supervise and manage its agents and distributors, Kohler should not alliow the distributors to effectively run a "scam" where they state that they represnt Kohler products, with service and warranties, non of which exist nor are priovided by efaucets.. Kohler should be required to cancel its distributiion contracts with efaucets and to compensate the hundreds of unsatisfied customer hidded or concealed by the eFaucets distribution channel. Kohler should not be allowed to participate in this distribution "scam" which leads customers to believe they are buying a Kohler product and that they will receive service at a level normaly received directly from Kohler. eFaucets is an agent of Kohoer and reprerents itself as a Kohler distributor and leads the customer to believe that Koher customer service levels will be provided. This is a misrepresentation which allows Kohler and Efaucets to avoid its responsibility to deliver what is ordered in good usable condition.Since Kohler allows this distribution scam to continue to avoid its product obligations and warranties,, Kohler should becharged withrespinsibity fior complaints from its in direcdt customer and all complaints againt efaucets should be assigned to the Koher compoany, whio is using efaucets as a low service distribution channel to reduce eits operating expense and increase its finiancial results.

Kohler should be required to have its agents, efaucets, to provide a service disclaimer in their advertising material to inform customers that they wil not reveive product support or customer service and they are buying not from Kohler but an agent/vendor and that Kohler will not support the product or sale.

Business

Response:

Mr [redacted],I am very concerned with your Revdex.com posting. I have left a message with my name and contact information.Will you please return my call? If I am not able to answer, please leave a message as to the best time to contact you. Kohler Co takes pride in its products and Customer Service. If Kohler Customer Service or a distributor of Kohler Co. has not met or exceeded your needs, we need to know.I look forward to resolving your particular problem or experience. Thank you,

Consumer

Response:

[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.]

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,

Review: I purchased a SCAG mower that came equipped with a Kohler, liquid cooled engine. Since the initial purchase, anti-freeze would disappear. I bought the mower on 7/31/11 and contacted the dealer a couple of weeks later. They tested the mower, also discovered that anti-freeze would disappear after use, but could not find the cause. Mower was sent to another shop which replaced gaskets, re-torqued covers, etc. but anti-freeze still disappeared. Kohler replaced the engine (mower had an hour reading of only 77 hours). New engine does the same thing. Anti-freeze reservoir will run dry within 50 hours of use. There is no over heating, just a disappearance of anti freeze.

An authorized SCAG dealer picked up the mower last week and ran multiple tests all to no avail. Kohler wants to put a third engine on this mower which only has 150 hrs. of use. That is unacceptable as this is obviously a defective engine that was discontinued by SCAG. Tennessee representative [redacted] made the excuse that "Commercial owners don't like liquid cooled so they discontinued it". However SCAG still offer liquid cooled from at least two other manufacturers. This would be the third engine on a mower that only has 150 hrs of use. I am an end user, not commercial and this mower was projected to last about 2,000 hrs. by multiple dealers.

[redacted] stated he would try and get me a new mower with an air cooled engine. He called this morning and stated that SCAG would not help, but he could get me a mower if I agreed to pay $1,500. This mower has an MSRP of approx. $2,000 less than the one I purchased originally. So I would pay more for a less expensive mower all due to product issues from Kohler. As I stated in an earlier complaint against SCAG, this reeks of bait and switch.

This was supposed to be a commercial quality mower and it has been anything but. I only cut about 5 acres a week and should not be having this many issues with a mower. If it was a car, it would have been classified as a lemon.Desired Settlement: I'm tired of the infighting between SCAG and Kohler. SCAG will not support Kohler and Kohler only wants to keep replacing the engine. I'm certain that the third time would not be the charm, otherwise they would not have discontinued this engine. I desire a refund of $12,291.91 which was the original purchase price including tax. Leaking anti-freeze is an environmental hazard and a danger to my pets and other wildlife.

Business

Response:

Mr. [redacted],

Thank you for reaching out to Kohler Co. concerning your Kohler brand engine.

I have forwarded your concerns to our Engines division Customer Service for follow up.

You should be contacted shortly with a proposed solution.

Thank you,

Kohler Co - Revdex.com agent

Consumer

Response:

[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.]

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 have been in contact with Kohler and am working toward a solution. They have agreed to replace the mower and if all goes according to conversations we've had as recently as an hour ago, I should have the mower sometime next week.

Review: On March 22, 2014, a sink model #R3847-4 NA was purchased at Lowes in Las Vegas. During installation of this sink it was determined that the mounting screws were too short. Per the installation instruction, step 5 if the counter is more than 1" then contact the Customer Care Center. On March 25 I talked with Lisa. she ordered out the screws, per the description she provided this would be the correct size. After almost 2 weeks, what was received were the same 1" screws that came with the sink, too short. I called back and talked to Anna, again information was given on the correct size screws, but she indicated that the screws were back ordered and it would be two weeks before they would ship. After three week with no communication, I call and talked with Nancy on May 2, she confirmed the ordered but now the screws would not be available until August. This to completely unacceptable, For 6 weeks I have a half installed sink. and now will have a loose sink for 6 months trying to get the proper mounting screws. This is ridiculous. I need the screws to finish the installation, now not 3 month from now.Desired Settlement: The proper length screws are needed to complete the installation of the sink.

Business

Response:

Mr [redacted],

Thank you for reaching out to the Revdex.com concerning the stainless kitchen sink you recently installed.

Review: it a lawn mower made by toro with a kohler engine. I also filed a complaint about toro separately.

Case Number 2599005 with toro

Contact Kohler Engines Request Type: serviceQuestion

Model #: ph-xt675-2011

Spec #: ph-xt675-2011

Serial #: 4130103828

I have been in contact and requested a refund for the lemon sold to me. I can provide all emails of what transpired and the lack of responsibility on toro. the guarantees of starting after 3 pulls, is a crock. they don't honor that and put the blame on the engine. I will also file on the engine company. I took the lawnmower in while under warranty 4 or 5 times, to get the mower working. finally, it did but it still hesitated and jerked. I used it maybe 7 times after the "last" repair, it died. they blame gas as the culprit...because of some plastic liner that was dissolved but they make sound like it is my fault they built and sold a flawed product. the same gas is used in my car and my neighbors using non-toro lawn mowers report no issues. I contacted them and complained about the issues, they said we don't do refunds. and just passed the blame on the engine. kohler has been not helpful either and takes no responsibility for building an engine that has issues with the carb and gas tank causing it to clog and not run. they want to blame the consumer for using the gas available at the gas station. read online reviews and you will see others are reporting the same issues with this mower and engine. I just want my money back as I do not want another problematic toro.

I have emails from the both companies and will share if you need them. I have emailed them recently about the death of the mower again. 2 times, to the reps that handled the issue previously and both have ignored me.

I spent 319 for a mower I expected to work more than 2 years. this one died first at months. then attempts at repairs meant, it would mow half my yard and die. I would have to take it back and try again. this went on for a few months. finally, kohler said replace the carb. that worked with the engine still jerking and hesitating. at times, I would have to let it stand and then come back to restart it. I managed to use it almost 7 times before it died again. I followed the advice of using fresh gas, new container, gas stabilizer but I was burning all the gas out so none was left...but the issue was still there and the carb replacement was a quick fix. it is clearly a defective engine.

I want my money back and they should do this because it clearly is a lemon.Desired Settlement: total refund. I am done with toro and kohler. they don't stand behind the product they make and sell. they try to blame the customer for the shoddy engineering and product. toro guarantees the mower to start after 3 pulls....well, they don't really guarantee anything except excuses and blame.

kohler told the repair shop what to do and because the repairs did not address the issue of a shoddy engine, I kept having to drive and carry the lawn mower back at my expense.

all the while the rep was trying to put the blame on me because of the fuel purchased.. exxon gas is not generic or sub par gas. never did they take responsibility for putting a plastic liner that dissolves in the fuel clogging the fuel line and the carb, and those same particles are throughout the engine.

Business

Response:

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,

Review: I purchased a Husqvarna Self propelled mower that has a Kohler Courage XT-7 engine on it. According to Kohler it is under a 2 year manufacturers warranty. I had a problem with my mower less than 1 year old and took it to an authorized Husqvarna/Kohler dealer to be checked and was contacted by the dealer saying that Kohler was not warrantying their engine.Desired Settlement: Engine to be replaced as stated in their guidelines of the 2 year warranty

Business

Response:

Hello Mr [redacted],

Review: My Kohler kitchen faucet is leaking around the Hot, Cold and Spigot. It has a lifetime warranty. I contact Kohler online in early January 2016 and received email from the company indicating they would ship parts in 3-4 weeks and let me know when they did. Every time I check the status of my order online, their system pushes out the ship date to be 3 days in the future. When I called Customer Service today (2/22/2016), the woman I spoke with behaved unprofessionally and told me they did not know when the parts would be manufactured. She told me to just go buy the parts somewhere else and send them a receipt. I am filing this complaint now because I want other people to be aware of how poorly Kohler is servicing their warranties. Also, I have no confidence that I will get a refund, if I can find the parts. The woman I spoke with in customer service indicated she would keep the parts on order there in case I could not find them locally; however, I don't know what good this would do if they never produce them.Desired Settlement: I am going to look for the parts locally today. If I find them, I will mail a receipt(s) to Kohler as directed. If I don't...well, I guess I will never get them? I really think Kohler should be able to do better than this. It's not like this was a cheap faucet. I have been waiting months to get my faucet repaired, and they have no regard for my inconvenience. If I had not called their office today, I guess I could be waiting forever. It is pretty ridiculous that they can't even give me a realistic shipment or manufacture date. At the very least, they could have told me up front to just go buy parts somewhere, or 'they' could have located the parts somewhere else and shipped them to me.

Business

Response:

Hello Ms [redacted], Thank you for contacting the Revdex.com. Per our conversation, please send a copy of the receipt for parts you found locally. Kohler would be glad to reimburse. Please hold on to the Kohler parts you received yesterday. We apologize for the delay in getting parts to you. Thank you, [redacted] Kohler Technical Support ###-###-#### ext [redacted]

Consumer

Response:

[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.]

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 attempted to update the status of a Revdex.com compliant ([redacted] ) today, but could not because the complaint had been closed. I’m sorry that I could not update this issue sooner. All the mailings, receipts, and check took a while, but Kohler did have someone resolve my issue. I would appreciate it if the Revdex.com would update the status of my original complaint to be closed with a satisfactory (NOT unsatisfactory) resolution. Kohler did reimburse me for expenses and sent replacement hardware. In the end, they were very helpful and nice. [redacted] there was most helpful.

Review: Regards product/repair and service issues too. 18 Mar 2013 my Kohler LPG 15KW failed with CODE UU (UNDER VOLTAGE) causing severe electrical damage throughout the house. 1 Apr 13 Kohler's authorized dealer Morrico sent a certified tech whose type-written report said failure caused by a failed K1 Relay (safety devices). The tech never investigated what caused CODE UU and the F1 FUSE (AUXILIARY WINDING) to blow. Instead of reporting the failed Kohler part which would make them liable for damages - Morrico reported the controller being burnt which was most likely due to the genset being over loaded or caused by the Guam Power Authority, as well as the genset not being of correct size for the house! May and July 2013 Morrico had two more opportunities to fully investigate the F1 FUSE blowing and failed to do so but instead attempted to charge me for unneeded repairs to the rotor and alternator. Kohler offered to pay for the repairs I ended up saying "No" because the rotor, alternator, stator and brushes ALL TESTED SAT. Finally in Apr 2014 I was able to have an independent inspection completed that proved (1) the genset was the perfect size for the house - everything on/running drawing 40 amps (perfect 80%); the information Morrico submitted to the insurance co. directly contradicted Kohler's own published specifications; (2) the genset did have a failed part in that of the Silicone Controlled Rectifier is sending mixed signals to the controller causing the DC voltage to rise from 14 to 22 / while at the sametime the AC voltage drops from 120/240 thus causing a release of reactive power to the house prior to blowing the FI FUSE and genset shutting down with CODE UU; (3) have Guam Power Authority data that proves no power surge on 18 Mar 2013, the genset is isolated from the GPA grid by a MTS!! Kohler has known all of the above for quite sometime, continues to back Morrico and left us without a working genset for over two years now and just in the last week acknowledged the genset was defective!Desired Settlement: On or about 10 Apr 2015(!) Kohler offered me $8,000 to purchase a new (non Kohler) genset (take it or we are prepared to deal with you legally). I finally agreed to the amount and informed Kohler via email numerous times I was still going to submit the evidence to all agencies possible, one such email was acknowledge in the affirmative with "Noted." Now Kohler wants my forever silence on the matter. Not sure what an adequate compensation amount is but $8,000 seems too low after this much time.

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 early to mid next week. Thank you,

Business

Response:

Mr [redacted],

Our Power

Systems manager located at our Corporate Headquarters has informed me of our efforts to help you

resolve your the generator issues. The Service Manager at our Singapore office

has been your primary point of contact on this issue.

Working with the

Service Manager, Kohler has offered to repair the generator set for you at no

charge. Kohler has offered to supply a new generator for you at no charge. Kohler’s

latest good will offer as I am aware has been a substantial cash offering to

you in order to resolve the issue.

I would ask

that you continue to work with the Singapore Service Manager in order to bring

this issue to a satisfactory resolution.

Thank you,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the Revdex.com's efforts. Although I'm not entirely happy withKohler's monetary offer I take solace in the fact I was able to put theword out before accepting Kohler's lowball offer. I just emailed theSingapore office and direct them to finalize the check. I can only hopethat anyone looking to purchase a residential generator will read mycomplaint and not purchase a Kohler!Again, thank you. By the way, I submitted a complaint with the WisconsinAgriculture, Trade and Consumer Protection Agency as well - if nothingmore than to ensure a headache for Kohler!

Review: I have a shower valve that was defective after installing on July 26th 2014, a leak was found on 7/28/14 causing damage to a condo via a water leak under my condo. I called Kohler file # 007394-014366-pb-01 when this happen to file a product liability claim. They ask that I send the valve to them for inspection and they would refund the price of the valve( never refunded the price of the valve. The price of the valve was 84.24 + 5 % tax, I did send a receipt with the valve. Kohler assigned the claim to a company in Milwaukee to handle the claim. Gallaher Bassett Service Inc. which agreed after a test station at Kohler was missing a O ring and was defective. I as for the price of the repair that was only $400.00 and the refund on the valve. My insurance $1000 deductible and was below the need for a claim. A person at Gallaher Alison Mitchell turned down the claim on 10/22/14 explaining it was possible that I purchase a returned valve from Lowe's ( that I work for at the Time as a dept. Manager) and they will not pay the claim. When I purchased the Valve it was sealed and banded two ways and new. I did not ask for any labor for the install of a new valve or anything for my time which I felt was reasonable.Desired Settlement: I would like the money that it cost for the repair, I did send a email to the person at Gallaher and ask her to send me a refund and the repair cost, she never responded back. I feel that was a fair request.

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.

Either

myself or a member of the Corporate Insurance team will contact you to further

discuss.Thank you,