Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2024, the door spring on my 4 year old viking refrigerator broke. It was determined that the cost to repair would be $1100 in labor and only $30 for the part as the repair would involve 2 men to uninstall and reinstall the refrigerator. My husband and I decided to live with the broke spring given the cost. Then on 4/30/24, the refrigerator stopped cooling. I hired *****, who is 1 of 3 certified Viking technicians to diagnose and repair. Initially ***** stated the inverter was not working and needed to be repaired. That is the cost of my first invoice attached ($899.74). After replacing the inverter, the cooling was still not fixed. After multiple follow up visits, MandM determined I had a freon leak which is deemed covered as part of Viking's 6 year sealed system warranty. ***** stated the repair would be $1059.96 to find and fix the leak. At this point, it was determined that to fix the leak / sealed system repair, the refrigerator would need to be uninstalled. Since the refrigerator now needed to be uninstalled to fix the leak, I asked M and M to order the door spring and replace it as well. This was the second invoice which I paid for. The repair involved 2 men to find the leak and fix the leak in one visit which was about 3 hours; however, they discovered that I had black sludge. This first 3 hour job did not involve uninstalling yet. At this point I called Viking as M and M stated to truly fix my repair several parts would need to be replaced which would cost several thousand dollars. ****** had the parts sent to my house which Viking paid for. Then M and M installed all of those parts (still part of the second invoice) and installed the door spring. The second and final repair involved 2 men to uninstall, replace all parts (including covered sealed system parts), and reinstall the refrigerator which took another 3 hours. This last and final repair included about 10 min. of work out of the 3 hour repair to replace the door spring.

  Business Response

  Date: 08/28/2024

  Dear ********,

  Thank you for contacting Middleby Residential regarding the issues with your Viking refrigerator. We understand your frustration and apologize for any inconvenience this may have caused.

  While we strive for excellence in all our products, part failures can occasionally occur. Viking Range offers one of the industry's best warranties, and your unit, although four years old, is still covered under the sealed system warranty.

  We are happy to assist with any repairs related to the sealed system, as outlined in your use and care manual. However, we are unable to provide a refund for non-warranty repairs. 

  If you have any further question, please feel free to reach out to your customer care you are currently working with on your case. 

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received our Viking Refrigerator (VCSB5423SS, serial number **************** new with our house in October 2020, and it was under warranty. It is a lemon, as detailed below, and continues to break. Viking/Middleby Residential continue to fail to replace it.1. April 2022 - doors unaligned and not fully closed. Multiple attempts at fixing, still not fully fixed.2. July 2022 - fridge door creaking 3. September 2022 - lights out in fridge/freezer + improper cooling/freezing - multiple repair visits and major parts replaced throughout October 2022 4. August 2023 - stopped cooling completely. Major replacement of multiple parts. By this point, the repair people had torn out cabinets etc trying to fix it and all agreed that it was a lemon, but said that Viking/Middleby told them to keep replacing parts.5. May 2024 - fridge hinges shedding black residue from doors - door hinge was replaced 6. July 2024 - doors started squeaking and groaning, black residue/shavings from hinges returned 7. August 2024 - lights out in freezer 8. August 2024 - gasket in fridge needs replacement Repairs 6, 7, and 8 have not been completed yet. Middleby residential sent a second opinion who stated that he has never seen a fridge with this many issues, and that he spoke to the Viking engineers who each gave him different ideas of what to do including put some Vaseline on it. This fridge is clearly a lemon and continues to break over and over again. We are seeking a replacement unit. I am happy to provide documentation in pictures, repair orders, etc as needed.

  Business Response

  Date: 08/22/2024

  Dear Avital,

  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn of the issue you have encountered. According to our records we see that the issue has been resolved through customer care. Please feel free to contact customer care at ************ option 3 if you need further assistance.

  Sincerely,

  Middleby Residential,
  

  Customer Answer

  Date: 08/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 48 ********** range/oven 3 years ago. From the minute it was installed we had issues with the product. The first was there was a gas leak that was from an internal component being assembled incorrectly. Then it had issue with the broiler, the oven not keeping temperature and one of the doors was off a significant amount in comparison to the other. All of these issues required so many service call I cant count. Middleby then replaced the range/oven with a brand new unit. We obviously were excited by the fact we were getting somewhere after 2.5years. So excited to have a brand new stove and hopeful for a working stove. The new stove hasnt worked since the day it was installed as well. The large side of the 48 oven broiler doesnt work nor will with stove keep temperature. This has been going on for 6 months. I havent had a functioning oven for a holiday in the last 3 years! *** made more phone calls asking for either a new stove left in a box or my $13,000 back. Thier excuse is that the retailer isnt in business any longer. Accepting no responsibility for their part in manufacturing junk. I feel that Ive been more than patient throughout this mess and now Ive lost my patience. *** made more phone call than I can count with promises of a return phone calls but those are just empty promises. I really need some assistance with this issue. $13,000 is far too much money for this to be acceptable! Any assistance would be much appreciated.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a microwave and it was installed in February 2024. We immediately noticed a burning odor smell coming from the unit when we used it. It got to the point where we had to stop using it because we werent sure if it was going to catch fire. We called and they were very nice and stated they needed a couple of things from us before they can put in the claim. They stated that the warranty goes from the install date not when purchased because they understand that the time period in between can be lengthy. We provided Middleby with our receipt, proof of install date, where the microwave was stored after purchase and everything else they required. They are now claiming we are out of the warranty period and they wont honor our install date of February. They changed their mind and are going now only based on when it was purchased. They lied to us over the phone and they are not standing behind their product at all. *************************** is the name of the rep for Middleby residential. We are looking for them to fix the issue so we can use our very expensive microwave!!!

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Viking range in 2022 that was installed into my new house (new construction) last May, along with an entire package of Viking appliances refrigerator, dishwasher, microwave, hood, beverage center. I have had problems from day1 with the range continuous issues with the broiler igniting and staying lit. There have been 6 attempts to fix and I still have issues, at this point I am demanding a replacement. At the end of the last visit even the technician agreed that the range should qualify for full replacement. I have requested a full replacement through KFR Appliance and through Middleby ************** however according to them, the regional manager is refusing to replace and yet again wants to attempt another fix.My experience here has been beyond unacceptable. This is a $20K range and suffice it to say I am highly dissatisfied and disappointed with this product. This is my first time purchasing Viking products, when I purchased the Viking brand I expected the highest quality and at minimal the highest service if anything went wrong. I am asking for your intervention here in helping me get a new range.Details:Repair company KFR Appliance oAngela is the contact ************** oKevin is the tech that has been to my house many times Serial number *************** Model number ************ Service History:7/20/2023 Fix attemptadjusting igniter placement 9/28/2023 Same 10/27/2023 Broiler replacement 12/7/2023 Some sort of valve replacement 2/9/2024 2nd full broiler replacement 3/21/2024 Replacement of igniter

  Business Response

  Date: 05/02/2024

  Dear ***,

  Thank you for contacting Middleby Residential about your Viking range. We sincerely apologize for the inconvenience caused by the ongoing issue.

  We understand your frustration that the range has required multiple repairs. Nevertheless, our warranty covers repairs as outlined in the use & care manual.

  The service manager is now directly involved in your case and believes the unit can be successfully repaired with this next service call. If the repair is not successful, the service manager will review your request for a replacement at that time.
  

  In the meantime, we recommend scheduling the repair to get your range back in working order as soon as possible.
  

  We appreciate your patience and understanding.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the warranty department for Viking Range products. We purchased a range 6-3-2023, paying $7,252.08 in the understanding that we were getting a professional/commercial-like product that would last for years to come. By the beginning of November23, we started having problems with the oven. To this day, there has 4 service calls by 2 different companies including new parts installed and the oven is still not functioning properly and is unreliable. We have requested a new unit instead of monitors they want to install to determine the issue, making it a total of 6 visits to our home they want to do for our new product. They have stopped responding to our calls and emails.

  Business Response

  Date: 04/19/2024

  Dear ******,

  Thank you for contacting Middleby Residential regarding your Viking range. We apologize for any inconvenience caused by the issue you're experiencing.

  We're happy to confirm that your warranty will be honored based on the details outlined in your Use & Care manual. Our warranty covers repairs for qualified issues.

  Regarding a refund, since your purchase was made through a dealer, any potential refunds would need to be handled directly with them.

  We see you already have an open case with our customer care team. They are currently working on a resolution and will be in touch within 24 business hours with an update.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Viking Dishwasher from an authorized reseller. We immediately began experiencing issues with the pump and the dishwasher was constantly flooding our kitchen. After several repairs, it was ultimately replaced entirely. Less than a year after our replacement was installed by ************************ the same issue is happening again. Additionally the indicator light which illuminates on the floor stopped working. I contacted Viking and now over 30 days later I don't even have a service appointment. I am left following up with them constantly and and told that they are having a hard time getting their managers to assist them. I was provided emails to 2 manager, neither of which replied to me. This dishwasher model is a lemon and we want it fixed or we want our money back to buy a replacement.

  Business Response

  Date: 01/17/2024

  Dear ****,

  Thank you for contacting Middleby Residential regarding your Viking dishwasher. We are sorry to learn of the issue you have encountered.  I see that a customer care has made contact you and is working on resolving the issue for you.  Please accept our apology for the delay. 

  Sincerely,

  Middleby Residential 

• Initial Complaint

  Date:01/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Marvel fridge through their distributor (Grand Appliance) on 4/19/2023 and a $300 manufacturer rebate was advertised. I submitted the rebate form and receipt as instructed on 4/29 to <****************************************>. I emailed again 5/26 after hearing no response. I was told 5/30 that it was recieved and typically takes 6-8 weeks. I heard no further communication and did not recieve the rebate. I emailed again on 11/6 and 1/1/24. I've recieved no responses or rebate. I've informed them by email 1/6/24 that I'm reporting this to the BBB and FTC (report# *********).

  Business Response

  Date: 01/17/2024

  Dear *******,

  Thank you for contacting Middleby Residential.  We are sorry to learn of the issue you have encountered with getting your Marvel rebate. Please accept our apology for the delay. Your information will be forwarded to Marvel rebate for assistance. A member of the team will contact you in 24 to 48 working for assistance.

  Sincerely,

  Middleby Residential

   

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased all brand new Viking appliances for my new build. My refrigerator/freezer combo began having issues prior to me even moving into the home. I came to the house one day after work to move stuff in and noticed a puddle of water around the unit. The unit was leaking water which ultimately caused damage to the new hardwood floor in that immediate area. I immediately unplugged the unit and started drying the floor. Immediately, I noticed the freezer door was frozen shut. After waiting 24 hours, I was open the freezer door to notice partially melted ice at the bottom of the unit which continued to leak all over the floor as it fully dissolved. I immediately contacted PC ******** who put me in touch with KFR. KFR came out to service the issue on August 9, 2023 and told me that the unit likely had permanent damage which could not be repaired. I was told not to turn the unit back on as it may happen again especially since I wasn't living in the house at that time. I have been waiting on Middleby to get back to me to for resolution, but have been getting the run around. I have called multiple times and spoken primarily to *********************, customer care advocate, and a supervisor who have done nothing to correct this problem. I am not being given a straight answer and the company has had plenty of time to correct this problem.

• Initial Complaint

  Date:08/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a Follow up Complaint, Middleby stopped negotiating with me, stated in an email that they would get back to me as to weather or not they would accept our agreement. Its been a week and I have not heard back from them At this time the *** is Dangerous, my wife had ************ once already. Summer is here ,and because of the Damage we cannot use the *** , which means I have to cancel all Family gatherings .