I purchased a Kohler 14RCA Generator in the fall of 2024. It worked great for months. Then in February, 2025 we had a code show up on the controller that said AC Sensor Loss. We are off grid users. At the time we only had 98 hours of use on the unit so I assumed that since it was still under warranty (1000 hours) I should call the service company that installed it to come and take a look.

When they arrived the technician said the rings were dirty and cleaned them. I assume that cleared the error code. I then received a bill from them for the service call. I questioned Kohler as to why this visit wasn't under warranty. The error code was the reason I called and since it was relatively new I assumed it should be under warranty. I complained to both the service company and Kohler directly and was told the Area Service Mgr would investigate. The follow up was that they considered it a maintenance call which is not included in the warranty. I didn't place a maintenance call, I placed an error code call. The Area Service Mgr won't even speak directly to me, the customer, to discuss details. I requested to speak with him and he hides behind his staff and supposedly doesn't speak with customers. What kind of management is that?

After spending over $4,000 on this new generator and only having minimal use on it, my concern of an error code in order to make sure all was ok, in my opinion, warranted a call to the service company and yet they still want to charge me $287 for travel and labor and Kohler won't stand behind their warranty or customer. What an awful way to do business. The Area Service Mgr shows no interest in trying to make his customer happy. BTW, this is our second Kohler generator but it will definitely be our last. We will go back to Generac should this one fail. It just proves that warranties don't matter to huge corporations who could care less about their customers. The product may be good but the people behind it don't support their customers.