Kohler Walk-In Tubs

I have had my Kohler walk- In - bath for a few weeks, and it is everything the salesperson said it would be. He was very kind in answering all my questions. Installation was fast and completely finished and cleaned when the two gentlemen left. They were very friendly, worked constantly and were very organized. Thanks to all from the owner, the salesman and the installers for helping my life to be more comfortable.

We've had our tub for 2-3 years and soo very sorry we bought it. Jets too weak to help my herniated disc back, never told we had to buy a new water heater 'cause it never stayed hot upon filling. After barely 2 yrs, I had to hold the stopper handle as it kept closing.

Tonight I had to manually lift up the stopper at the bottom so the water would drain. I'm 75 and bending over to hold open a stopper the entire time it's draining is just ludicrous.

I will make sure I tell everyone who is thinking about purchasing a walk-in tub NOT to go with Kohler. Very bad product and I won't even get into the lunacy of the installer and his nonsense. Better go back to the drawing boards, guys. Thank God we'll be moving, as I just took my last bath. Back to my hubby's shower for me!!!

Their prices keep going up and up! No one seems to know the answers to our questions in their call center. They sound like kids!

By the time you fill the tub up the water is COLD! No one told us we needed to install a larger water heater! The product is terrible and OVER PRICED by a mile! DON'T waste your money! My parents are heartbroken!

We recently had a Kohler representative out to give my parents a quote on their tub. Though the gentleman was very professional during most of the meeting, when it came time for the quote, he was a bully when we wouldn't sign right then and there despite the fact that we had a quote from American Standard's top model that was significantly less and also could put it in with less than 1/2 of the wait which was critical due to medical condition.

Unfortunately Kohler would give no idea of wait time on the phone so only option was to have representative come out.

Despite that we were still seriously going to consider the quote due to one of the features, but the way we were all treated including the representative not even leaving the quote I assume because according to him he knew if we didn't sign we weren't going to buy.

We all agreed we would never go with Kohler for this project based on our treatment. Instead we signed with American Standard who we had spoken with prior. Please look at your business practices and adjust your sales training. This is not a good look for your business.

Terrible! The electricians who were supposed to hook up the jets had to be moved due to electrical problems. Trying to get a new appointment was near impossible since nobody ever picks up the phone or returns a call. And today we finally had the appointment for them to come - and they no showed!

People, stay away from these people, they take your money (after all, USD 17K!) and then leave you hanging.

February 19, 2022. To Whom it may Concern: We had a Kohler Belay Walk-in Tub installed, and while we do like the tub, we are not pleased with the business practices of the local dealer (Caliber Medical Supply) and the Kohler website for not forthcoming with details.

• Local Salesperson did not explain that the installation cost does not include plumbing or electrical charges. *When searching Kohler’s website today found those details in the fine print at the bottom of the page, ONLY IF I expanded the “Read More” for when the offer expired – WHY HIDE IT.

• Deposit processed 2 ½ months after ordering, 1 ½ months after install and days after a negative review WITH NO NOTICE at 8 PM on Valentine’s Day by hard keying our credit card through Square.

*We thought the deposit not processing was a concession regarding our pricing concerns as sales paperwork states “Deposit Due Immediately”.

*They ordered the tub, they installed the tub, they sent a comment card, which to us, indicated the transaction was complete and we had already made our first finance payment and THEN they charged the deposit – again WITH NO COMMUNICATION – WHAT REPUTABLE BUSINESS DOES THIS.

*DO NOT RECOMMEND allowing the credit card field to be completed on the application – let them call you for it (hindsight is 20/20).

• Never received requested permits, failed electrical inspection, and never received a plumbing inspection. Our Experience: The local salesperson (Clayton) touted the 50% off installation promotion that ended that day. He asked if we knew a plumber or electrician as that would lower our costs.

He indicated that they could pull permits so that there would be an electrical and plumbing inspection but didn’t suggest it. The bottom-line number was in the range we expected as we knew Kohler tubs are on the pricey side, so we moved forward with the paperwork.

Clayton indicated he would leave us with a price breakout and that there was a $2,000 deposit that would be processed once the sales paperwork was received at the office to order the tub. This was Tuesday, November 30, 2021.

The following weekend we were reviewing everything and noticed we had not received the pricing breakdown. We reached out to Caliber, and they sent it over.

This is when we noticed the math didn’t add up the tub was listed at $11,430.00 and that they charge $951.00 for the electrical and $1050.00 for the plumbing outside of the installation fee that was $2,965.00 reflecting the 50% off.

We also questioned a miscellaneous fee that listed infill, drain kit, disposal/recycling fee, grab bars and a free wall and “Etc.” for $1,550.00. We sent a detailed letter to Caliber expressing our concerns and a $3,051.00 discrepancy.

We had to call and leave messages to get a response, and none was given in writing. During the call we shared that at no time did the salesperson mention the most important piece of information – the installation fee does not include a charge for plumbing or electrical.

As a layperson, my understanding of installation is whatever it takes from start to finish less materials are the installation. We also questioned why the required materials for a tub wouldn’t be included in the price of the tub and at no time did we discuss grab bars or walls.

We didn’t understand the $131.25/hour plumber’s charge as it was a direct replacement of the current soaker tub and there were no plumbing alterations needed, or the value of the electrician as it was only running a connection to our panel which had the room.

We were told that Kohler wants them to charge more and that we are getting a deal and that it is what it is with the discount, but she would share our concerns.

We followed up that conversation with an email requesting that the permits be pulled, and all inspections are completed so we wouldn’t have issues if we go to sell the house. This was December 6th – 12th.

On December 28, 2021, they installed the tub. At 9 AM, a local electrician and Caliber’s installers arrived. The installers were a two-men crew. While the electrician ran his lines, the installers demoed our current tub, brought in the new tub, and hooked everything up.

The crew was wonderful, clean, and timely as they finished well before 5 PM. What stood out was: • The plumber was not a local company but part of the install crew, although the charge was separate and not discounted. Between the 50% installation fee and plumber fee, I paid $4,015.00.

If I hadn’t had the promotion, it would have been $6,980.00 for an 8-hour day/ 2 people. • The only grab bar received filled two pre-drilled holes in the tub and according to Kohler’s website, the second is built into the rim of the bath, although the billing detail indicated they were in the miscellaneous materials and an extra charge.

Were you going to build the tub differently and leave holes in my tub? Since we were told that the deposit would be processed when the office received the sales paperwork and before the tub would be ordered, and the installation was complete, it was our understanding that the $2,000.00 was what they agreed to discount out of the $3,051.00 we questioned.

In January 2022 we received the standard survey asking how they did. We rated the installation high and the sales process low. It was confirmed that they received the survey at the end of January, and it was distributed to no less than 4 people between Kohler and Caliber.

On February 1, 2022, we made our first payment of $249.00 on our new tub to GreenSky. On February 14, 2022, at 8:49 PM MST, while on vacation, we received an email receipt via Square - a hard-keyed charge on our credit card for the $2,000.00 deposit. Happy Valentine’s Day.

There was no call telling us that they made an error and failed to charge us and asking if the card we provided in November was still ok to charge, there was absolutely NO COMMUNICATION at all before charging the call after business hours.

On February 15, 2022, we called Caliber to question the charge and were told that we owed it so that was that. We highlighted the fact that it was 2 ½ months after the sale where it was to be paid immediately and 1 ½ months after the installation and was again told it was owed.

We questioned the professionalism of just charging a card that long after a transaction without communication and was told that they probably should have called, sorry.

We highlighted the fact that we understood it to be what they accepted as a concession of our dispute in December and was told she wasn’t aware of any agreement, so the charge stood. Caliber’s excuse was they found that it wasn’t charged when they were processing their year-end.

Year-end in mid-February at 8:49 pm? After talking to Caliber, we called Kohler to inform them of the concerns we have had and the unprofessional business practices of Caliber and were told that someone would reach out. That was a week ago.

So, we are sharing our experience, so the next person is a well-informed consumer and might make decisions and ask questions before moving forward with either company. Buyer Beware.

As a licensed plumber I find this pricing way out of line. They only use their own people to install it, and from what I’m reading: the warranty isn’t that great if you have to wait for replacement parts. For 30 years I have found Kohler to be all design and no function. From faucets to these tubs.

I highly don’t recommend mortgaging your home under a contract to get one of these. American Standard along with 10 other manufacturers make 'em and a plumber can install 'em.

May need to get an electrician to wire it. And like all large tubs you may have to upgrade your water heater. But this isn’t a $21k-$25k job ever. Buyer beware.

It has been a great disappointment. Kohler contracts installation out and West Shore Home does not return phone calls. Makes promises that they ignored.

Although they claim after installation all will be the same, that didn’t happen with the molding around the doors. I had to have it redone at my expense. Still waiting for an inspection that they fail to arrange.

Should have realized when they said it should take 6 to 10 weeks when it took 12 weeks since they screwed up the permit process that they really don’t care about their customers once they have their money.

Cannot in good conscience recommend Kohler Walk-in-Tub since they too take no responsibility with their sub contractors.

Not really that happy. They don't tell you that you may have to get a 75 gal hot water heater, you do. You can not recline in the tub. Some pictures show people neck high in water, not happening.

Jets are no more than blow holes not therapy. Way way over price. It is a solid tub but so are cement blocks. I wish I never got it, big mistake, don't get one.

My husband has ALS and can not Bath himself. From the time the tub was installed the door has leaked. We could not use the bath for the first month until we received a new door. This door lasted about 6 months. We had a service call and replaced the door. The door stills leaks.

I have been told a new handle has been order due to ours has become loose. I called again last week. Was told it is taking months to get parts. I think we need a new door and handle to maybe solve the leaking problem. I need this tub.

Taylor Construction out of Savannah Georgia is our service contact. We paid the expensive price for the warranty. Having a disabled person in my home I need this tub. My review of bad is due to the leaking problem not being corrected. I need help.