ComplaintsforViking Range, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Viking appliances installed in our home in December of 2023. Appliances include: built-in 42" fridge/freezer, 36" gas range/oven with chimney hood, 30" electric oven, dishwasher and microwave drawer. The appliance package was over $30,000. Since December, the dishwasher has failed and has had to be repaired. This appliance is functioning currently. The electric oven had the display go out and that had to be replaced. Our cabinet was broken when the oven had the display replaced and had to be repaired by our contractor. That same electric oven is currently cooking at ****** degrees higher than the set temperature based on an oven thermometers reading. A couple of weeks ago, our freezer quit working correctly. The freezer had been fluctuating between 0 degrees and 30 degrees on a daily basis. We had the freezer 'repaired' last Friday. It now fluctuates between 20 and 50 degrees after being repaired. Our fridge also quit working correctly after the freezer was repaired. It now fluctuates between 38 and 48 degrees. The freezer has been set at 0 degrees this entire time and the fridge has been set at 38 degrees. Viking sent the incorrect parts to be repaired so their repair technician spliced an old part and a new part together in order to be able to use the replacement part. We have an empty fridge and freezer that has been installed in our kitchen for less than 5 months. My phone calls and emails have occasionally been returned in a timely manner and other times not returned at all. I don't think it is too much to ask of a company to deliver functioning appliances. They are unwilling to refund our money and remove the appliances or replace the fridge/freezer or oven that are defective. Viking simply wants to 'repair' defective appliances until the warranty runs out. I hope anyone considering appliances in their dream kitchen stays away from Viking.

  

  Business response

  05/28/2024

  Dear ****,
  
  Thank you for reaching out to Middleby Residential regarding your Viking appliances.  We are sorry to learn of the issues you have experienced. Up on research we see a customer care agent is working to help resolve the issues on your behalf. 
  
  We will have the agent to contact you with an update on the case and to reach out to our service manager for assistance on bring the case to an end sooner.

  Sincerely,

  Middleby Residential

  Customer response

  05/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21707332

  I am rejecting this response because:  I had the repair company at my house again today- 4th time for the fridge/freezer and 2nd time for the electric oven.  The electric oven was repaired with a new temperature probe, but is still cooking substantially higher than the set temperature (****** degrees hotter) after the repair.  The technician was supposed to have a Viking supplied USB to download data from the fridge/freezer today as both the fridge and freezer are malfunctioning (freezer is ***** degrees when set at 0, fridge is ***** degrees when set at 38): however, when they opened the package from Viking, there was no USB drive.  Viking failed to send the correct part to the repair company.  The lack of competence shown by Viking/Middleby is astounding and after more repairs, I still have an oven and a fridge/freezer that I cannot use.   Viking has failed to supply functioning appliances, failed to repair appliances that are not functioning, and failed to honor their warranty to refund/replace defective appliances after multiple failed repairs.  I hope that anyone considering Viking appliances will spend their hard earned money on any other appliance brand.

  Regards,

  ***********************

  

  Business response

  06/07/2024

  Dear ****,
  We understand your frustration and sincerely apologize for the inconvenience caused by your appliance issues. Unfortunately, our warranty covers repairs only. Therefore, we will move forward with repairing your appliances.
  However, the service manager is aware of the *** drive issue and is actively working to resolve it. He will be monitoring the situation closely. If the repairs don't fix the problem or the *** drive issue isn't resolved in a timely manner, he will personally review your case again.
  In recognition of the inconvenience caused, we'd like to offer you a complimentary 3-month extension on your appliance warranty. This way, you'll have additional peace of mind knowing your appliances are covered for a longer period.

  Sincerely,

  Middleby Residential

  Customer response

  06/14/2024

  Viking states the the warranty is for 'repairs' only; however, I will quote directly from their product care manual.  "If the product or one of its component parts contains a defect or malfunction during the full warranty period after a reasonable number of attempts by the warrantor to remedy the defect or malfunction, the owner is entitled to either a refund or replacement of the product or its component part or parts."  We still do not have a functioning fridge or freezer.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new home from ***********, a luxury home builder in **** area and closed on the home in mid Sept 2023. Since we moved into the new home we have faced constant issues with all our major kitchen appliances - Range, Refrigerator and dishwasher. All of the units are from Viking. My fridge after multitude of fights was replaced and my range was repaired over 8 times and still isnt working and Viking 's only resolution is "keep on repairing". Now the burners go off when they want and last weekend I had a propane leak. The main oven has not worked a single day! I never was able to bake my dog his fav treat and he unfortunately passed away 3 weeks back. It has been the most heartbreaking and worst customer care from **********************. I would seriously warn anyone to NEVER TRUST this is a luxury brand. They dont even have basic courtesy to call and speak. They prefer email conversations and going down the rabbit hole of not fixing anything! I really wish I had not bought a house with Viking appliances.

  

  Business response

  05/02/2024

  Dear Mri,
  Thank you for contacting Middleby Residential regarding the issues you've experienced with your Viking appliances. Please accept our apologize for the inconvenience these problems have caused you.

  Middleby Residential will be happy to honor the warranty on the range accordingly to the warranty outlined in the use and care manual, unfortunately the warranty is for repair. Therefore, we are not able issue a refund on the range; also, we see the range was purchased from a dealer and not the manufacture.
  

  However, to ensure the range is repaired and working as it should. The service manager has been made aware of your situation and will be reviewing your case closely. If this last repair he is requesting doesn't resolve the issue, the service manager will be happy to review your case again for a replacement at that time. We will have an agent to reach out to you by phone to discuss the matter further.
  

  In the meantime, we recommend moving forward with the repair.

  Sincerely,

  Middleby Residential

  

  Business response

  05/08/2024

  Dear Mri,
  

  We understand your frustration with the ongoing appliance issue, and we apologize for the inconvenience. Again, our warranty covers repairs as outlined in the use and care manual and we are honoring the warranty by doing the repair on the range.
  

  The service manager is monitoring your case and will review it again if the repair does not fix the issue. We also see that you spoke with a member of our escalation team on yesterday 5/7/2024. Unfortunately, the earliest available service appointment is for May 31, 2024 with the service provider.
  

  We understand this may not be ideal, and we apologize for the delay. These are independence service company that manages the scheduling.
  

  If you have other commitments scheduled, the service provider can likely reschedule your appointment. Please feel free to contact them directly to discuss this option.

  Sincerely,

  Middleby Residential

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid over $13,000 for a Viking 48 refrigerator which was delivered on February 14, 2024. It has never worked. There is a problem with the refrigerant system. Viking refuses to fix it and says it was a problem with the delivery company, although three of their repair techs said this was not the issue. This has taken about 80 hours of my time and I have now bought another refrigerator. The useless Viking fridge is now taking up space in my kitchen. I have retained an attorney after repeated attempts to resolve this situation have been to no avail. It is going to end up costing Viking far more that a simple repair would have. They are a horrible excuse for a company.

  

  Business response

  04/19/2024

  Dear *****,

  Thank you for contacting Middleby Residential for assistance with your Viking refrigerator. We sincerely apologize for the inconvenience caused by the damage you've identified.

  Based on the service reports, it appears your refrigerator sustained damage during shipping. While this wouldn't be covered under the standard warranty as it relates to a shipping/handling issue, we understand your frustration.

  Since the damage occurred during shipping, you may also want to reach out to the retailer you purchased the refrigerator from to see if they offer any solutions. Nevertheless, as a goodwill gesture we'll also have a customer service agent reach out to you within 24 business hours to discuss the case further and answer any questions you may have.

  Again, we are sorry, but this is not a manufacture issue.

  Sincerely,

  Middleby Residential

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Viking, I purchased a dishwasher from Best Buy with the specs below in December of 2022. The control panel on the dishwasher has gone out and so I contacted Viking about performing the repair under the warranty. I spoke with Viking customer service that stated that the repair could not be done under warranty because the dealer (Best Buy) registered it in 2021 and it is now outside of the warranty period. I contacted a Viking certified repairman who stated that the part (part number below) has a cost of $368 and that these types of issues are very common with this model dishwasher. I am writing to request that Viking please send me the part number I need to repair the dishwasher I spent $2000 on. We are avid Viking customers and would greatly appreciate if Viking would send us the part we need and we would gladly cover the cost of labor to repair our dishwasher. Dishwasher Model: VDWU524SS Serial Number: **********  The part needed per the Viking repairman is **********: Panel Group Thank you so much, ****** *****

  

  Business response

  04/02/2024

  Dear ******,

  Thank you for contacting Middleby Residential regarding your Viking dishwasher. We are sorry to learn of the issue you have encountered. Middleby Residential will be glad to honor the warranty on the dishwasher in according to the warranty outlined in your use & care manual. Upon reviewing the unit appears to be register to the manufacture date and not your purchased date. We will have a member of our escalation team to contact you to correct the date and review your case again for possible assistance.  Unfortunately, again we are not able to ship the part out at no charge.  Please have your purchase receipt ready for when you are contacted. 

  Sincerely, 

  Middleby Residential 

  Customer response

  04/02/2024

   

   Complaint: ********

  I am rejecting this response because:
  
  I have not received a satisfactory response. The manufacturer date shows as 2021 and Viking warranty for indoor dishwashers is 3 years. Even though I purchased this unit in 2023, why is Viking giving pushback on fixing the dishwasher when the unit is still under the 3 year warranty?

  Also, a response starting that I will be contacted is not a resolution. It’s merely an attempt to try to close my complaint. The resolution should be presented in the BBB response not outside of it. 

  Regards,

  ****** *****

  

  Business response

  04/03/2024

  Thank you for your reply ******,

  Middleby Residential will be happy to honor the warranty on the dishwasher accordingly to the warranty in the use & care manual on page 31. Unfortunately, this model does not have a three-year warranty, but a two-year warranty. If you purchased the unit in 2023, please give a copy of your purchased receipt to the agent when you are contacted, and she will be able to assist you.  

  I have attached a copy of the warranty.

  
  Sincerely,

  Middleby Residential

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I puchased a Viking French Door Dbl Wall Oven. It was installed 9/3/21. While the oven was still under warranty, I called for a repair because steam and heat were coming from top of oven. Viking sent ********* ******** out on 1/26/23. I called again because of same problem; it was serviced again on 4/10/23. The repair tech told me the issue is known to Viking and they were designing a part to correct the issue. I called again because of steam and now smoke was coming out, plus I had received a replacement part; and it was serviced 6/6/23. At this time I was told that an additional part was needed to be designed to correct the issue. I called Viking in September to see what was happening with the part; they said they’d check in to it. By the end of October 2023, I received two large boxes. Description: Door Heat and Condensation Kit. It looked like two replacement oven French doors. 1/9/24 Executive repair came again and said another part was needed. The serviceman told me that the doors would NOT solve the issue, that doors were not the problem, and the smoke was a fire hazard. He said Viking designed an entire new oven. I called Viking, and was assured the doors would correct the problem. I wanted assurance that if any damage was done to my cabinetry during the repair, that it would be fixed. ******* assured me that if my cabinets were damaged, she/Viking would make sure that ProFix would repair it. On 2/12/24, Viking sent ProFix appliance repair to install the new doors. Before installing, ProFix wanted me to sign a waiver that if my cabinets were damaged, they would not be held responsible. I refused to sign and called *******. She then told me that Viking also wouldn’t be responsible, that I needed to hire a pay someone to uninstall then install repaired oven. I’d like to have a new oven. I don’t want to keep repairing this lemon. And I want Viking to pay for any cabinet damage since their product caused the issue.

  

  Business response

  03/22/2024

  Dear *******,

  We are sorry to hear about the trouble you've been having with your Viking wall oven. We will be happy to honor your request accordingly to the warranty as outlined in your Use & Care manual. We've forwarded your request to our escalation team for immediate review. They will be in touch with you within 24 business hours.

  We understand your concerns about potential cabinet damage during the repair process. The technician noted that the current cutout in your cabinet may be smaller than the recommended specifications for your Viking wall oven. This could potentially cause issues during the repair. We recommend having your original cabinet installer check the cutout size and ensure it meets Viking's specifications. An incorrect cutout size could lead to damage during the repair, and unfortunately, the service provider would not be responsible for such damage. This is likely why you were asked to sign a waiver.
  
  An agent from our escalation team will contact you within 24 business hours to discuss the repair process and answer any further questions you may have.

  Sincerely,

  Middleby Residential 

  Customer response

  03/27/2024

   

   Complaint: ********

  I am rejecting this response because:

  The response from Viking stated that they would contact me within 24 hours.  I have yet to hear from them.

  Regards,

  ******* ********

  

  Business response

  03/27/2024

  Dear *******,

  Please accept our apology for the delay.  We will have an agent to contact you as soon as possible. You can expect a call by the end of the business day tomorrow at the latest.

  Sincerely,

  Middleby Residential

  Customer response

  03/28/2024

   

   Complaint: ********

  I am rejecting this response because: ******* from Viking called me today.  She reiterated what she’d told me before, that it was my responsibility to hire someone to remove and replace oven; that they would not be responsible for any cabinet damage.  As stated in Vikings first BBB response, it is impossible that the repairman thought the cutout for the oven was too small.  The oven would need to be removed to know the size of the cutout.  I explained this to *******.  She said that the cutout needed to be large enough for ventilation for the oven.  Please see attached photos taken from Vikings installation booklet.  The oven is wider than the cutout.  The oven is set on top of the cabinetry. I think ******* misunderstands Viking’s specifications.  On top of page 15, it explains that the ventilation is needed if another appliance sit adjacent above or below the oven.  

  Regards,

  ******* ********

  

  Business response

  04/01/2024

  Dear Ms. ********,

  Thank you again for contacting us and providing the additional information and photos. We appreciate your effort.

  To ensure a comprehensive assessment, we are arranging for a senior technician from the service company to visit your location. They will perform a thorough inspection of the oven cutout and advise you on the best course of action to complete the repair.

  Your customer care agent will keep you informed once the technician's assessment is complete.

  Sincerely,

  Middleby Residential

  Customer response

  04/02/2024

   

   Complaint: ********

  I am rejecting this response because:

  #1  ****** ********* ******* contacted me about coming out to take photos of the oven.  They said nothing about “thoroughly inspecting” the oven cut out.

  #2  In your response you wanted the oven inspected for a service.  I do not want the oven serviced.  I want a new oven.  Per California’s appliance  codes, “ All repairs must be done in a timely fashion and should not have to be repeated more than four times.”

  #3  In your response you state that you want the oven cutout thoroughly inspected.  Since the front of the oven is larger than the cutout, per your installation guide, how exactly are you going to inspect the oven cutout without first removing the oven?  Will you assure me that if my cabinet is damaged during this process, that you will be responsible?

  Regards,

  ******* ********

  Customer response

  04/12/2024

  I received a phone call from ******* at Viking.  To recap, ******* stated that evidently my oven was installed incorrectly because Viking’s installation booklet is wrong, that there needs to be venting around the oven.  ******* also stated that they have many other customers who are having the same problems with their appliance, and that the issue has been brought to an escalation department for an expedited resolution.  But there may not be a resolution for over a month, during which time I should not use the upper oven because too much heat escapes. ******* said that if I can not wait for a resolution, that Viking will refund my money to ******** (where I purchased their appliances) to go towards something else.  #1. I don’t want something else.  I purchased the set of matching appliances; I don’t want mixed appliances.  I thought I paid a lot of money for quality appliances, no appliances that Viking now won’t stand behind.  #2. To buy the same appliance (which I have heard from repairmen Viking sent out, that they have designed a new oven correcting their flaw) will now cost thousands more than for what I purchased it.  
  
  Not believing *******, I went on the Viking website. Current photos of the same oven do not show a venting space surrounding it.  Also, the online installation manual shows exactly the same cabinetry cutout and installation instructions as the manual I have.  Because of such danger, I would think Viking would have immediately amended their online information.  I can only come to the conclusion that Viking is not willing to work with me on a resolution to their poorly designed, inferior, dangerous, lemon of an oven that included incorrect installing instructions. 
  
  I am leaving for a European vacation Wednesday, the 17th.  I will not return until til May 7th.  If Viking is still unwilling to replace and install a new oven, and repairing any damage done to my cabinetry, and a resolution cannot be made through the BBB, I will be contacting the California Department of Consumer Affairs.  

  

  Business response

  04/19/2024

  Dear *******,

  Thank you for your respond. Once you return your customer care agent will contact you with further details on the review.

  Sincerely,

  Middleby Residential

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A year ago we purchased two double wall ovens with our new house, both Viking, which were under warranty. 9 months later they were not working. Since then, for over four months, Viking has come out 7 times to repair them without success and finally, on the last visit, stated they couldnt fix them. Since then, for the last three weeks, we have called them almost every day to get a replacement or preferably a refund. Every day, they tell us someone will call us but we never receive a call. They refused to give us the telephone up managers higher up the line. They have not honored the warranty and have been the worst appliance company we have dealt with. It seems, the only option left is legal action. I believe this complaint should be posted on every available website.

  

  Business response

  03/22/2024

  Dear *****,

  Thank you for contacting us and expressing your frustration with the ongoing issue regarding your two Viking double wall ovens. We sincerely apologize for the inconvenience and extended wait time you've experienced.

  We understand your disappointment with the multiple repair attempts and the lack of communication regarding a replacement or refund. We take customer satisfaction very seriously. In the meantime, we see your case has already been escalated to a member of our escalation team and she has made contact with you this morning. Middleby Residential is committed to honoring your warranty accordingly to the warranty outlined in your Use & Care manual and will ensure a fair resolution regardless of the chosen course of action.

  We deeply regret the frustration you've faced and sincerely hope to regain your trust. Please accept our apologies for the inconvenience.

  Sincerely,

  Middleby Residential

  Customer response

  04/01/2024

  Issue was resolved partially with help from BBB.

  Thank you,

  ***********************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a VIKING refrigerator and the cost was $4500 !! It has been leaking water and the repair man came and looked and said it the water filter housing and this is not an easy fix !! The fridge has to be pulled and emptied and the entire water tubes along the back need to be pulled and replaced. I have requested to VIKING they replace my refrigerator I bought a VIKING thinking I that it was a good reputable and now I was wrong !! They are not doing the right thing!! I am filing with the BBB and will continue to write reviews if they dont do the right thing and replace my refrigerator!

  

  Business response

  03/15/2024

  Dear ******,

  Thank you for reaching out to Middleby Residential regarding your Viking refrigerator. We are sorry to learn about the issue you have encountered. Middleby Residential will be glad to assist you accordingly to the warranty outlined in your Use & Care manual.  Unfortunately, our record shows the warranty has expired on the unit.

  Please continue to work with your service provide to complete the repair. The water filer leaking can happen on any refrigerator brand.  Again, we are sorry it occurred, but it can be repair. 

  Sincerely,

  Middleby Residential

  Customer response

  03/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21427651

  I am rejecting this response because: their response is completely unacceptable and unprofessional-     VIKING sent their repair man and now my $4500 refrigerator is WORSE ! It makes a constant rattling noise and did not fix the problem.  If VIKING doesnt do the right thing and replace my Refrigerator I will file a law suit against them and will write reviews accordingly if they do not do the right thing and stand by their product!

  Regards,

  ***********************

  

  Business response

  03/25/2024

  Thank you for your reply ******,

  We are sorry to learn the service repair was not completed. A member of our escalation team will contact you within 24 business hours to discuss the matter further. 

  Sincerely,

  Middleby Residential 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Viking Refrigerator in Dec 2021 and had delivered and installed sometime in January 2022. We have had nothing but issues with the refrigerator. I have had at least 5 service calls. The ice maker has been replaces twice the first time we had to wait 6 months for an ice maker so we went without it on a brand new refrigerator for over 6 months. It has since been replaced again. The defrost element went out causing the freezer to frost up and prevent the refrigerator from cooling resulting is all the food in my fridge going bad that also had to be replaced. I sent a request when this happened to have a refund and the refrigerator replaced went back and forth with a customer service rep who stopped answering my e-mails. Two days ago the ice make stopped working AGAIN this will be the third time it has broke AND the freezer is starting to frost up again and not defrosting which means my fridge will start to get warm again and my food will go bad. I just called Viking again and all they will do is send another tech out to look at the refrigerator. I advised the CSR I no longer wish to have a Viking refrigerator I want them to pick it up and refund my money. There product is extremely poor especially considering the amount of money we spent on this refrigerator. They should have replaced this defective unit after the second ice maker and defrost element went out but they keep trying to fix this lemon of a product. This refrigerator is less than two years old and has only fully worked for half that time. We purchased all Viking appliances when we remodeled out Kitchen however the refrigerator has been defective since the begging. Please help me get this defective product out of my house.

  Customer response

  03/06/2024

  My refrigerator is still under warranty. 

  

  Business response

  03/06/2024

  Dear ****,

  Thank you for reaching out to Middleby Residential regarding your Viking Appliances. We are sorry to learn of the issue you have encountered.  Middleby Residential will be happy to honor the warranty on the appliances as outlined in the Use and Care manual.

  We are forwarding your information to the escalation team in your area and an agent will be in contact with you within 48 working hours to discuss the matter further. Again, we are sorry you have encountered this issue and is confident that the agent will be able to help resolved the matter accordingly. Unfortunately, your request for a refund is denied. Refunds if applied is normal done through the dealer where the products are purchased.

  Sincerely 

  Middleby Residential

   

  Customer response

  03/08/2024

  Here are some of the invoices for all of the issues I have had with this refrigerator to show all the service calls.  Tech was just out on 3/6 and said the fan to defrost the freezer is not functioning properly and needs to be replaced.  I want a refund so I can purchase another refrigerator.  Please authorize ******* ***** where I bought this refrigerator to give me a refund or store credit to get another refrigerator.  I do not want to deal with this defective refrigerator anymore.  This is a defective product. 

   

  Customer response

  03/14/2024

  I have reached out to Best Buy since Viking is stating if I want a return, I need to go through where I purchased it from. Best Buy is indicating they need an RA number for me to return this product  Viking sent out another technician a week ago to inspect the refrigerator. There is now another component broken which is the fan that defrost the refrigerator. The tech had to manually defrost the refrigerator with a steamer because it was so iced up. As I have stated previous times, this product is defective. You can see that information in the last report from ********* ********* that Viking continues to send out. This is now the seventh visit from this service and we’ve had this product for less than two years I would like a return authorization number to return this product to the store so I can get another product.   

  

  Business response

  03/15/2024

  Thank you for your reply ****,

  The information you provided has been forwarded to the escalation team for assistance. They will contact you within 24 working hours.

  Middleby Residential

  Customer response

  03/20/2024

  Here is the service ticket from your vendor that inspected the refrigerator as you will see after the last service call refrigerator is still not functioning properly and is icing up again. Please issue a RA number as I have reported numerous times this refrigerator is defective and after seven service calls and multiple issue I no longer want this refrigerator. If I loose another refrigerator of food I will also be asking for compensation for groceries. I ask that you acknowledge this refrigerator is defective and allow me to return. 

  Customer response

  03/22/2024

  I was just contacted by ****** the repair service you sent out and they are asking to do yet another repair on this refrigerator to the CO system because it is frosting up. As I have explained many times this will be now the ninth time a service repair tech needs to come out. I’m no longer going to inconvenience myself or my family to have someone there for these numerous repairs. I want a return authorization for this refrigerator. Also I’m not looking to further delay, the return of this refrigerator the longer this goes on the longer It looks like I’ve had this refrigerator in working condition which had it has not been since we received it. You need to stand behind your defective product and allow me to return it instead of further inconveniencing me and my family to repair your defective product. I did this for the first two years and I am no longer willing to inconvenience ourselves for this refrigerator and your defective product. Please issue a return authorization. 

  Customer response

  03/25/2024

  My ice maker has stopped producing ice again! This has been replaced twice. I paid a lot of money for this refrigerator why am I having to deal with this? Two years and it has been broken the majority of the time. How many repairs need to happen before you agree this is defective? 

  

  Business response

  03/27/2024

  Dear ****,

  We sincerely apologize that the issues with your Viking ice maker haven't been resolved yet. We understand your frustration, and this is certainly not the experience we want for our valued customers.
  

  We've taken immediate action to address your situation. Your case has been escalated to our Service Manager for a thorough review. They will personally assess the service history and determine the most effective course of action.
  

  A Service Manager representative will be in touch with you directly before the end of business today to discuss next steps and answer any questions you may have. This may include exploring options for replacement, but the Service Manager will have the final decision based on their review.
  

  We appreciate your patience and cooperation as we work to resolve this issue for you.
  

  Sincerely,

  Middleby Residential

  Customer response

  04/02/2024

  During the removal of the defective refrigerator, the technicians noticed the drip pan on the refrigerator was cracked and leaking water onto our hardwood floors warping the floor and our cabinet. 

  Customer response

  04/02/2024

  Here is the report from ********* ********* indicating the cracked drip pan caused severe damage to our floor. They indicated floor needs to be repaired right away. See attached 

  

  Business response

  04/03/2024

  Dear ****,

  Thank you for your feedback. Again, we are sorry you have encountered these issues, and we are working to resolved it for you.

  As stated, the service manager is reviewing your case and will have a resolution before the end of the day. You will be contacted with the update.

   

  Respectfully,

  Middleby Residential

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Viking Range Model # VDR5304BSSLP ; Serial #*************** on 1/19/23. It was installed on 6/23. On 12/13/23, the oven part of the range stopped working. I contacted Viking who contacted *********************. The technician was able to diagnose the problem over the cell phone with me based on a video which I sent him showing how the lights were flashing on the stove. He said the fan on my 4 month old $8,829 oven needed to be replaced. He said it would take 3 to 5 business days for him to receive it. He said he would call when it arrived to arrange a time to come. I have NOT heard from him since. It is now 1/18/24 I called Viking and spoke to ***** in the customer service who said the matter was out of her hands and she could do nothing. I would like my oven fixed so that I will not have wasted $8,8929 dollars. I would like someone at Viking to be in charge of OVERSIGHT of their technicians so their paying customers don't have to stress out by put in limbo. I want someone to communicate with me!!!! And give me a specific date when the oven will be fixed.

  

  Business response

  01/18/2024

  Dear ********,

  Thank you for contacting Middleby Residential regarding your Viking repair. Please accept our apology for the inconvenience and issue you have encounter. An agent will contact you within 24 hours with an update on the repair.

  Sincerely, 
  

  Middleby Residential 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a Viking refrigerator on 12/4/2021. We have had service on it 3-4 times. We are now having the second icemaker installed on Tuesday and now the refrigerator will not cool down. We have a temperature problem. This was over $10,000 refrigerator and I have had numerous problems with the refrigerator since we bought it, the first icemaker required three technicians to come out, first, they said the lever was broken they replaced the lever then they came out and said another part was broken that they replaced on the third visit. They finally said I needed a new icemaker, which took over six months to obtain due to parts availability. It worked for less than a month and they have sent us another replacement icemaker while we are waiting for that to be installed the refrigerator has stopped getting cold. How do you buy a $10,000 + refrigerator and not have ice for a year and now, my food in the refrigerator is going bad and starting to smell because it will not get cold. This is a lemon and I would like a replacement including the cost it took to have it installed or a full refund of my money so I can purchase a different brand of refrigerator. When we purchased this refrigerator, we purchased a range and dishwasher all Viking at the same time. The refrigerator seems to be the only one we are having a consistent problem with and I do believe this is a defective product.

  

  Business response

  01/07/2024

  Dear ****,

  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn of the issue you have encountered with the unit not cooling. Middleby Residential will be happy to honor the warranty accordingly to your use & care manual. We will have a customer agent to contact you within 24 working hours regarding the matter and to arrange a service call to diagnose the current issue.

  Sincerely,

  Middleby Residential

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