Complaint Review: Kohler Company

Kohler makes a product for show not for use. They are not interested in repeat business, just your initial purchase since you will not be back for another 10 to 20 years. Do not use this company's fiberglass/xxx products since they are made with little concern for longevity and only stress appearance. Here is my experience.

INSTALLATION AND LIMITED USE - I purchase my Kohler bathtub, model K-1150 (LA White) from a local Kohler distributor. It was installed by my contractor along with new wall and floor tile creating a very nice looking appearance. Everything looked fine. Over the next 24 months, the tub saw very light use primarily as a spare shower since only my wife and I are home and the kids have moved out to start their own careers and families. Total use is estimated at about 35 showers in about 24 months since it is only used for company or when we are behind schedule and separate shower facilities for each of us will put us back on schedule. Sometimes during infrequent visits, the grandkids will get a bath (perhaps 4 baths in 24 months). No other baths have been drawn during this 24 month period. The tub had an appropriate mortar base installed buy the contractor that I saw installed so that is not an issue.

PREMATURE TUB FAILURE - Recently while cleaning the tub, I noticed many fracture lines around the bottom of the tub at the curve where the bottom is formed to meet the sides.

WARRANTY CLAIM - I called Kohler and they informed me that the warranty is only good for 12 months and they would not make any adjustments. I was also informed that if the tub was within warranty, they were only responsible for fixing the tub and not any costs related to taking out and reinstalling a new tub if that was necessary.

REPAIR ISSUES - In my case, this is dramatic since removal of the tub would require tearing out the wall and floor tile and reinstalling it after a new tub was reinstalled. The bigger problem is that the grout color is no longer available and matching the color is not possible. Therefore, the only option is to repair the tub in place. Kohler gave me the names of several contractors who they thought might be able to fix the tub. Tub replacement including the tile work that will result in mismatched grout color will conservatively cost in excess of $5000 so, only repairing the tub is an option.

REPAIR PROBLEMS - The real issue is the structural integrity of the Kohler tub. If the structural integrity of the tub is unsound, any repairs to the exterior finish will only reappear again after a short period of use. If no repairs are made, the cracks will ultimately result in the finish flaking off in chunks. I have not yet found anyone who can reinforce the structure of the tub since there is very limited access to only three sides of the tub by cutting open the closet, main hall and bedroom walls.

SUGGESTION: Stay away from Kohler products. By the way, I also bought a Kohler (Devonshire, K3503) high profile, oval toilet and am totally dissatisfied with that product also. It does not flush in a way that wets the entire bowl. There are dry streak areas. Kohler sent me a new bowl that I changed at my expense but the same problem still exists. They really missed on the design here by making the surface area greater than the available water supply can adequately cover. My personal opinion is that this company makes products that look nice but do not meet a conservative level of normal wear and tear or just don't work right.

MY BACKGROUND - I am an a licensed professional engineer with over 40 years of experience and have spent much of my career designing and troubleshooting equipment and related failures including products made from fiberglass (i.e., tub).

Richard
Middletown, New Jersey
U.S.A.