KOHLER 60-in x 36-in Rectangle Drop-in BubbleMassage Air bath with Reversible Drain and Bask Heated Surface is rated
Rated 2 out of
Pretty Tub, Terrible Warranty Service
I've had *three* 60" x 36" Kohler Underscore BubbleMassage bathtubs delivered to me in a 2-1/2 month span and ALL have been defective. The first and third tubs leaked. The first tub leaked heavily in at least six places, despite the shipping box and the tub itself appearing pristine. The third-party repair company Kohler sent could not fix all the leaks. Kohler explained this as a "rare" defect in "channels" within the tub, a flaw that cannot be caught through mere visual inspection. Apparently, the flaw also does not show up in Kohler's quality control checks at the factory. Kohler said this happens because the factory fills and drains each tub within minutes, and sometimes it takes hours for these leaks to appear. The second tub Kohler sent me was so poorly packaged that it arrived scratched and with interior stains. The distributor said that was a common occurrence with Kohler's "express ship" program, that they don't spend the time to package the tub in the typical way. The third tub also leaked, this time through a factory-installed tube connecting the body of the tub to the air jet motor. I am awaiting a Kohler-appointed repair person to come out a fix it. We hope the defect can be corrected so I don't have to pay for installation a third time. Each time I call, Kohler's representatives reassure me these defects are "rare" and they apologize for the inconvenience. Inconvenience aside -- my bathroom project has gone from a 3-week timeline to a 3-month timeline because of the delays incurred by waiting for replacement bathtubs -- the cost of ripping out and disposing of the first defective tub and reinstalling yet another defective tub has *almost doubled* my costs for this bathtub. Kohler graciously paid for the replacement tub and shipping, but that does not approach the personal cost of these delays. Kohler claims defects in this tub are rare, but my experience indicates their defect rate is 3 for 3 -- that's 100%. Furthermore, Kohler's people, while polite and apologetic, have done NOTHING to expedite either the attempted repairs or the shipping of replacement tubs. This is what is most unacceptable: I understand that mistakes happen. No manufacturing process is perfect. But Kohler's customer service has been equally disappointing: lengthy remediation processes with no follow up, empty apologies with no expedited assistance and all costs borne by me. The tub looks beautiful, but I wish I never bought it.
Date published: 2016-07-06