A.D. Cantelmo Property Management
Our Business is Property Management in Orange County California
customer service, "TERRIBLE"
I have always thought that Kohler
was a very good product, and I still do, but my experience with their customer
service is bleak.
I bought two Kohler toilets from
Home Depot, when I unpacked the first toilet, I started to put it together and
the nuts that hold the tank to the bowl were missing. As frustrating as it was
to have to stop and go back to Home Depot and get the nuts, Home Depot was
gracious as usual and gave me what I needed. I thought maybe someone had opened
the box and took the nuts to replace what they may have been missing. So I installed the toilet and decided to
replace another toilet, in the downstairs bath, so I went back to Home Depot
and this time I bought the Kohler “Touch less Toilet”. I checked the box to
make sure it was not opened and I came home and started to put the toilet together
and the same nuts were missing from the box.
I was embarrassed to go back to
Home Depot and tell them again that the nuts were missing, so I called Kohler and
after waiting for 20 minutes on the phone, I finally talked to a representative
and she did not seemed surprised, so I had her call Home Depot and tell them to
give me what I needed. No problem, So I made another trip to Home Depot and
received the parts I needed and I installed the toilet.
Everything worked fine for a day or
so and then the toilet started to flush on its own, and also at times the
toilet would keep running until you flushed it again, so I called customer service
again and again I waited about 20 minutes on the phone. I finally talked to a
rep and that was around the 2nd or 3rd of June. The rep
had me do some checking of the works of the toilet and I told her that the
mechanism that is that allows the toilet to flush without touching is was becoming
wet. She told me that was a problem and she had me turn a part to see if I
could fix it and in the end, she decided that I needed a new part and she would
send it to me. The rep told me that I would have it in seven days.
After a couple of weeks, I called
again and again waiting on the phone for quite some time, and the toilet
still running on occasion and flushing on its own I talked to another rep and he told
me that the part was on a 28 day back order. When I said that I was told that I
would have it in seven days, his response was “the other rep was wrong”.
In the mean time my water bill went
up due to the fact that if you don’t wait by the toilet and make sure it stops,
it could run, and run, and run until someone flushes it again.
This is August 4th
and I called again yesterday to Kohler letting them know that I still, after 2 months
have yet to receive my parts. And again after waiting on the phone, I again
talked to a rep and he said that the part had just come in and was sitting on
the truck as we speak and it should be in my hands in a few days. From 7 days
to 2 months, I am still waiting for my part.
I have to say as a Realtor and a
General Contractor, I have recommended Kohler products many times and that is
going to stop. I still feel their products are very good, but if you can’t rely
on the customer service of a company then even if they make good products the
hassle of dealing with something that goes wrong is not worth it.
I spent well over an hour in total, waiting to talk to a rep and not getting any satisfaction now 2 months after my first call. I realize this situation is not a disaster, but still very frustrating non the less. Kohler, you need to do much better for your customers.
A.D. Cantelmo Property
Management Specializes in
Property Management in Orange County Ca