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:04/07/2025

  Type:Order 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.

  Viking electric induction stovetop purchased in August 2024. A service request was placed on December 4 for broken glass surface. Replacement under warranty was approved on same day and local service company contact given. Multiple follow up calls to service company and Viking were made, and Viking continued to state that our replacement part would come within a stated time frame: first January, then February, then March, then April, now May. Part is available, but our replacement is not a priority, it appears, but just selling more products without any concern for appropriate customer service for a purchased product which they guarantee and have approved replacement for under their coverage policy. This is a premium product from a purported luxury appliance company, which completely fails to value their customer or adhere to their warranty policy and corporate philosophy which boasts, "Choose us for a seamless, reliable, and unparalleled experience. Our prompt service ensures that your Viking appliances are back in action with minimal disruption to your daily routine."

  Business Response

  Date: 04/17/2025

  Dear Hong,

  Thank you for contacting us via BBB regarding your Viking cooktop.

  We are sorry to learn of the issue you have encountered. We will have an agent review your case and contact you regarding a resolution.

  Sincerely,

  Middleby Residential.

• Initial Complaint

  Date:04/05/2025

  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.

  Re: 30 inch gas range purchased winter of 2021, delivered Spring of 2022.Within 2 months of purchase, the oven door would not close completely. This affected the cook time of food, and kept the door signal light on 24 hours a day. One day, the hot door literally fell off the unit into my hands while I was checking cooking food.Emailed Middleby representative, wand I sent photos of fallen door, and hinges. Middleby sent a service to replace hinges = second pair of unit hinges. Within the next 4 months, oven door began to not close properly. The signal light was on all of the time, the door sagged towards the floor when open. Emailed Middlebury again, who replaced the hinges = third pair of hinges.Within 6 months, the door sagged once again, the signal light showed the oven door was not closing correctly. Emailed same Middleby representative, as she requested, sent a video of opening the door showing the hinges. Again, they sent a service to replace with yet ANOTHER set of hingesbeefier ones this time = fourth set of hinges.Again, between 3-6 months, the oven door sagged, and this time I could smell significant amounts of propane whenever the oven was lit. Yet, ANOTHER SET OF HINGES ( 5th) were needed for the same problems. All repeated again within 4 months. I asked for my money back on this $4,350 range, stating that there must be design flaw in the oven door. Instead, Middlebury replaced the hinges = 6th set of hinges. These hinges have lasted 15 months and all problems: the propane leaking through the oven door, sagging door, the door signal light on 24/7, and the door not shutting well enough for efficient cooking have begun. In the three years of having this range, the hinges have been replaced 5 times - only to need to be replaced again. The unit is flawed and I am seeking to have my money refunded so I can purchase a different brand range. Other Viking models have had similar past issues.

  Business Response

  Date: 04/17/2025

  Dear *********,

  Thank you for contacting us via BBB regarding your Viking range.

  We are sorry to learn of the issue you have encountered. We will have your agent review your case and contact you with a resolution within 48 business hours. Including the Holidays.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:03/14/2025

  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 will never buy another VIKING Product! I bought a Viking Stove at the end of *************************** 2021 and the stove has never worked properly. I bought from ******** Corporation in ************, ** and they could have sent back to Manufacturer but did not. The stove door was clearly not correct as insulation around glass was coming out. The stove was shutting off while baking. Lots of wasted food. Finally got that fixed then the Broiler quit. High End appliances should last a lifetime. Mine did not last many months. Still does not work and neither ********************* (where I bought) or Middleby Management ( Who bought Viking in 2013) made no effort to replace stove. I was never able to talk to anyone at Viking as Middleby had all phone calls go to one call center. I tried all the Mississippi numbers but was never able to contact them. When Multi Billion Dollar Corporations do not stand behind their products, we have a problem. I have been told that Viking does not do refunds, neither have they repaired my stove. It has had service multiple time and is now costing me money for service. I do not feel any consumer should have to deal with what I have for 4 years. The gas oven has major problems and no one wants to help! The Oven shuts itself off. You cannot bake in an oven that cannot maintain a temperature. The switch between baking/broiling has been replaced several time, the stove door rebuilt. Nothing last for any time. Repair people cannot fix a faulty product!

  Business Response

  Date: 03/18/2025

  Dear *****, 

  Thank you for contacting us regarding your appliance. We are sorry to learn of the issue you have encountered. While we strive for our appliances to perform flawlessly, repairs are sometimes necessary.

  As the unit was purchased directly from the dealer, we are unable to issue a refund. Therefore, your refund request is denied.

  However, we can assist the service agent in completing the repair for your current issue. Please contact the service provider given to arrange a service call and continue to work with your Viking customer agent who is handling your case.

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 03/24/2025

  Purchase Date 3/24/21

  Install date 5/11/21

  Serial # ***************.  Item Code **************

  The stove door was defective and the oven shut off during baking from the very beginning.  I called ********** and it took months to get the first repair person out here.  The first repair person they sent out wanted me to sign a form that if they damaged any of my property I would pay them.  I told them the stove was under warranty and I was not planning to pay for anything.  Finally, after I had called the CEO of *********, The store manager at ********* (*****) got ***** Appliance in ******** to come out.  The took the door apart and redid the gaskets and everything inside the part that was shutting off.  

  Customer Answer

  Date: 03/24/2025

  The stove worked for a period of time and the Broiler quit.  Again ***** Appliance came out and replaced the Broiler.  I had to pay $500 for that service call.  Again the broiler is working fine, but the bake shuts off most times when I am baking anything that rises and needs a consistent temperature.

  I was sold a defective stove and Viking, Fergusons, and Middleby all know this.  

  Customer Answer

  Date: 03/24/2025

  Purchase Price 11,982.08

   

  Customer Answer

  Date: 03/24/2025

  I paid by ********.  Not sure what this has to do with a working product.  No one installs a stove without payment. Payment was made in full 3/24/2021 to ****** ******.

   

  Customer Answer

  Date: 03/24/2025

  Stove top works.  Oven will back a potato but Breads and Cakes are mostly a loss.  On occasion it does bake but I feel that an $11,000 product should work consistently.

  Customer Answer

  Date: 03/24/2025

  If they need anything else ********************************, **********************************************************. Phone ************,  Fax ************ Is where stove was purchased.

  I was never able to talk with anyone at VIKING as MIDDLEBY took all the calls.

  Customer Answer

  Date: 03/24/2025

  No one has contacted me to repair stove.  I was told by Middleby they had contacted *****.  If Viking wants to repair stove again they need to plan on paying all costs.

  Customer Answer

  Date: 04/04/2025

  I did not get a response from Viking

   

• Initial Complaint

  Date:03/04/2025

  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 built a new home and moved in October 2021. We purchased a 48 Viking Range with 2 ovens, 6 gas burners and a griddle. We were convinced by the salesman that Viking was the best quality range. It was back ordered but did arrive around the holidays of 2021. We cooked our first meal in one of the ovens with no problem. The next night I prepared a meal and when I opened the oven door it was cold inside. So I turned on the other oven and it did not heat. I called and they sent someone out, had to order a part and we were without a new range for over 2 weeks. Then the family came over for Christmas brunch and the egg casserole was never done although we cooked it twice as long as needed. Then one of the burners stopped working. We had the repairman out again. Unfortunately, we had a Viking refrigerator ordered but was on back order. When it came in the ice maker wasnt working. We had the repairman out for that. Then our oven door would not shut and the light was on. They fixed that. Again, unfortunately, our daughter had ordered the same Viking range after we did and it was too late to cancel. Her door would not stay closed and they had to prop a chair against the door until it was fixed. She had a repairman out 3 times for various issues. Then our ice maker wouldnt shut off. They tried to fix it twice but never fixed that. I have to manually start and stop the ice. We had a 2 year warranty on these appliances and I knew I would have to buy an extended warranty because these were lemons. I was told that I would have needed to purchase the extended warranty within the first year. How would I have known that when I had a 2 year warranty? So now they are not under warranty and within 6 months the refrigerator just stopped working. Luckily, they said there was an extended warranty on that issue. Then one of our ovens stopped heating. For example, we put it on 450 and after 30 minutes it only gets to 150. I knew this would cost me so I drug my feet to have it repaired

  Business Response

  Date: 03/06/2025

  Dear *****,

  We are very sorry to learn of the issue you have encountered.

  A member of our customer care team will be reaching out to you within **************************************************************************** finding a resolution.
  

  We appreciate your patience and understanding.

  Sincerely, 

  Middleby Residential

  Customer Answer

  Date: 03/06/2025

  Thank you,

  I think your letter may have helped, unless they were planning to make good on it before you reached out. A repairman came today and he looked at his notes and said it would be covered under warranty. That was a big relief.

  Business Response

  Date: 03/18/2025

  Dear *****,

  Thank you for contacting us regarding your Viking appliances. We are sorry to learn of the issue you have encountered. While we strive for our appliances to perform flawlessly, we understand that repairs are sometimes necessary.

  Unfortunately, we do not exchange appliances that are repairable. According to the service report, your appliance has been repaired and is now functioning as intended. A customer care agent will contact you shortly to confirm this information and ensure your satisfaction.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:01/06/2025

  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 bought a house in Aug 2023; the kitchen had all Viking appliances installed in 2019. Starting from Sep 2023, we noticed that the Viking Full Height Wine Cooler is not cooling; the seal system is still under warranty, and Viking has tried to get it repaired multiple times (7 service appointments so far) with two different service providers. However, the issue always comes back a few months after the repair, and now I am waiting for another diagnosis appointment because the issue came back again Dec 30, 2024. I want to request that they replace the unit at this stage. We also noticed other issues not covered by warranty, and I paid around $2K in the process for the repair. If they agree to replace the unit, I also want a remedy for those out-of-pocket repair expenses. Please review the list of event in the attachment, thanks in advance for your assistance.

  Business Response

  Date: 01/06/2025

  Dear ********,
  

  Thank you for contacting Middleby Residential. We understand your frustration with the ongoing issues you've experienced with your Viking refrigerator.
  

  We apologize for any inconvenience this has caused and appreciate your patience.
  

  We understand your concerns regarding the warranty coverage. Our warranty is designed to cover manufacturing defects and malfunctions that occur within a specific timeframe and not replacing the unit.
  

  We are committed to resolving the current issue with your refrigerator. Our team is currently working to ensure the repair is completed. If the repair is not completed due to the issue, our service manager will review your case again at that time. 
  

  We value your business and appreciate your understanding.
  

  Sincerely,

  The Middleby Residential Team

  Customer Answer

  Date: 01/14/2025

   

   Complaint: ********

  I am rejecting this response because: I agreed to another diagnosis which happened Jan 13, 2025. I don't believe the unit is repairable and i still request a replacement of the unit and remedy to my previous out of pocket expense.

  Regards,

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

  Business Response

  Date: 01/16/2025

  Dear ********,

  I see your customer care emailed today regarding your request please see and respond to her email.

  Sincerely,

  Middleby Residential

   

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, they have agreed to replace the unit, please go ahead and close this complaint.  

  Regards,

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

   

• Initial Complaint

  Date:12/18/2024

  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 2022 purchased and installed a line of Viking appliances: * ********** *** *** ** ** ************ ** ******* ******* *** *** ******** ******** * ********* *** *** ** ********** ** ************* * ****** ******** ******** * ************ *** *** ** *** ***** ** ** ***** * **** ****** ******** ******** * *************** *** *** ** ********* ****** ** ****** *** ****** ******** ********  Of the 4 appliances 3 have had significant defects or failures with continued failings as time progresses particularly by the Refrigerator. The only appliance to not have any defects as of yet has been the microwave which was discounted to $0 as part of a sales promotion. While dishwasher and Range have largely stablized in terms of failures, the refrigerator has continued to break including most recently the seal has begun to dissolve and the door hinges have fallen off. This continued pattern and high failure rate seem to indicate a faiulre by Viking for providing the most basic of quality assurance and so request refund in line with original asking at the first submission of warranty just a few days after install. Install was on or about 1 June 2022, First warranty tech arrived on or about 15 June 2022 and have had continued warranty requests thereafter. Attached are most recent images of failures however full list of items are: Failure of range to light (would just fill with gas) Range of burner to light (would just short out) While heating up steal will warp/bend and make large banging noise Freezer would not seal Freezer glue expanded out of seal Dishwasher seal fell out Fridge would create high pitch noise whenever compressor fan turns on Fridge struggle to maintain temperature Fridge would freeze all produce in the fridge (even when nearly empty) Fridge door alignment hinges fell off Fridge door seal begun to disintigrate

  Business Response

  Date: 12/19/2024

  Dear ****,

  Thank you for contacting Middleby Residential. We understand your concern regarding the issue with your Viking appliance.
  We apologize for any inconvenience this may have caused. Your case has been escalated to our service team for further investigation and resolution.
  A dedicated escalation agent will contact you within 24 business hours to discuss the issue in more detail and explore the best course of action.
  

  Sincerely,

  The Middleby Residential Team

  Customer Answer

  Date: 12/29/2024

  Hi last update we received was Viking's response of:
  Dear ****,
  Thank you for contacting Middleby Residential. We understand your concern regarding the issue with your Viking appliance.
  We apologize for any inconvenience this may have caused. Your case has been escalated to our service team for further investigation and resolution.
  A dedicated escalation agent will contact you within 24 business hours to discuss the issue in more detail and explore the best course of action.
  
  Sincerely,
  The Middleby Residential Team
  
  we never received any further response from them though suspect that may be due to holiday period. if this is able to stay open or alternatively have direct contact for me to call them that'd be appreciated!

• Initial Complaint

  Date:11/28/2024

  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.

  Our refrigerator is not cooling. The freezer is not cooling. The freezer is 47 degrees and it is Thanksgiving eve, and we have 22 people coming to our house for Thanksgiving tomorrow. We spent over 8 hours today of our day trying to find a refrigerator to put in our garage we could bring home. We ended-up purchasing a floor model at ********** (and paid to rent a car to get it home, and paid workers money to get it off the truck) and had to pay for straps and blankets to secure it. My parents are in town from ****** and this whole situation was an absolute nightmare and not the way I had planned to spend my precious time with my parents, who are in their 70s, over Thanksgiving holiday. I am livid, especially since we put our faith in the VIKING brand name and my husband vehemently advocated for other brands, but I convinced him to go with Viking, and now I have to hear it from him that I advocated for the wrong manufacturer. In addition to our fridge going out less than 3 months after receipt, we've had issues with our oven, stove, and dishwasher since purchasing these items this year. I am sick to my stomach about this entire situation. The stress and anxiety it's caused us is incomprehensible. Further, I've used social and ******** to contact leadership, to no avail. Does this company care? As far as I can tell - they do NOT. I am frustrated and over it at this point. Regretting this decision ten-fold. :( Such a bummer- Viking IMO is a historic, and iconic, brand. But they've lost their luster. BIG TIME! :( I would like someone to show EMPATHY and CUSTOMER OBSESSION and show me that they really care about the consumer and FIX THIS and MAKE UP FOR the time/energy/expense we lost as a result of a faulty product!!! Note - we called for service last week. Tech came out. Said 10+ days to get a part. ZERO sense of urgency. Said they could come DAY AFTER Thanksgiving. UNACCEPTABLE!! Why can't you get parts faster? Have you heard of ***** or *** Overnight?!?

  Business Response

  Date: 12/02/2024

  Dear ********,

  Thank you for contacting Middleby Residential. We understand your concern regarding the issue with your Viking refrigerator.
  Your case has been escalated to our West Coast ***** They will be in touch with you within 24 business hours to discuss the issue further and provide a resolution.

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 12/02/2024

  [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: 22615230

  I am rejecting this response because: We received a call today to schedule a call to fix our refrigerator, and the technician is coming out on Thursday, 12/5 and will take over SIX HOURS - so a full day will be shot with this issue. This date is unacceptable. I would have expected they could arrive sooner. At this point, we have ZERO cooling in our refrigerator we just purchased a couple months ago. This is unacceptable. We have so much food that has gone bad, and are out over $1200 + a ton of stress over Thanksgiving, due to the fact we had to purchase a refrigerator off the floor at ********** the day before Thanksgiving for $900 + rent a Truck to get it to our home, and pay people to take it off the truck and pay for straps and blankets to transport it, not to mention the spoiled food we had to throw away.  How can a refrigerator that costs over $10,000 not work only 2 months after receiving it? I find this completely unacceptable and the fact we must now wait days to get it repaired is very frustrating. I am also concerned that once repaired, it will happen again. I feel that our warranty should BEGIN once the repair is made. NOT when the purchase was made. Further, I feel we should be reimbursed for the losses we've incurred as a result of this fiasco. I see other posts from customers complaining they had the same issue with their refrigerator and had multiple repairs - some even had to get a new refrigerator. I am not going to let this drag on for months, and have to keep repairing it. I want to be sure that the repair is going to last. I am concerned we have a lemon, and I want REASSURANCE we will not end-up in a situation where our Warranty expires and we have no recourse, due to the fact we received a Lemon. What can Viking do to reassure us of this? What can Viking do to turn this situation around for us? I saw the Quality Control check form inside the unit when we received it. How can these parts fail so easily if the unit was Quality Control checked?
  

  Regards,

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

• Initial Complaint

  Date:11/08/2024

  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.

  Purchased brand new 3 drawer Viking dishwasher a few months ago. First issue was the cycle would not complete and water would be standing in the bottom of the unit. After 3-4 plumber visits, it was determined that the door was not put on level causing the bottom drawer to move during wash cycle to un-engage the door enough to cause the cycle to stop.That has seemed to resolve but the dishwasher was still not functional; leaving detergent on the door, dishes dirty and soaking wet after 2:30 wash cycle. Had it serviced 5 times and told it was "user error" likely. Ultimately, dishwasher removed and taken off site for further study. Apparently the controller is bad and needs replacement. We are staying tuned.Meanwhile, we ordered a range hood at the same time that came in with cosmetic defects.We still need to replace our gas range but we are fearful of buying another new Viking appliance. I would like to know what is being done at this manufacturer to ensure QUALITY products are being shipped out. And, when we order a new range (as we are mostly stuck as we all Viking appliances) what time of customer service we will be given up front. Lacking confidence all around in this brand.....furthermore, the amount of unpaid time I had to take at work (and has reduced access for those seeking psychiatric care as well) related to these appliance issues is worth far more than the cost of these appliances.....something needs to be done.

  Business Response

  Date: 11/13/2024

  Dear *****,

  We sincerely apologize for the ongoing issues you've experienced with your Viking appliances. Your feedback is invaluable to us, and we take your concerns very seriously.
  We understand that your recent experiences have been frustrating, and we want to assure you that we are committed to improving our quality control processes. We are taking steps to ensure that our products meet the high standards you expect from the Viking brand.

  We will continue to work diligently to resolve the issues with your dishwasher and range hood. Our goal is to provide a satisfactory solution and restore your confidence in Viking appliances. A dedicated customer service representative will contact you within 24 business hours to discuss the status of the dishwasher repair and to explore potential solutions. Please know that we are committed to delivering high-quality products and exceptional customer service. We appreciate your patience and understanding as we work to address your concerns.

  Sincerely,

  The Middleby Residential

  Customer Answer

  Date: 11/18/2024

  [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: 22531425

  I am rejecting this response because:  issue not yet resolved. I also did not receive any info about the range and how that will be handled. No resolve for the dishwashers thus far. Also, *** said she only saw one service call on September 28 so clearly not accessing all the service records with their authorizer servicer.  She will call back in 4 days and said she would come p***ared with an offer/resolve beyond just getting the dishwasher ***aired if it is in fact still having isses by then.

  Regards,

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

  Business Response

  Date: 11/20/2024

  Dear *****,

  Thank you for your patience. We understand the inconvenience caused by the recent issues with your dishwasher.
  

  As a reminder, the dishwasher has been repaired and returned to you. We kindly request that you test the unit thoroughly to ensure it's functioning correctly. Please reach out to our customer care team if you continue to experience any problems.
  

  Regarding your Viking range, we are committed to providing high-quality products and exceptional customer service. Should any issues arise after your purchase, please don't hesitate to contact our customer care team. We'll be available to assist you

  Monday through Friday from 8:00 AM to 4:30 PM.
  

  We appreciate your understanding and cooperation.

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 11/21/2024

  [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: 22531425

  I am rejecting this response because: I am still awaiting a call tomorrow with an offer to resolve this beyond simply getting the unit to work. I have been very inconveniced personally and professionally. 

  Regards,

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

  Business Response

  Date: 11/22/2024

  Dear *** *********,

  Thank you for your patience. We understand your frustration with the repair process.
  

  We want to clarify that our warranty policy covers repairs of the appliance. While we empathize with the inconvenience this has caused, there is no monetary offer that can be made for this inconvenience.

  Our goal is to ensure the appliance is repaired to its optimal working condition. From reading your case, we see that the unit is working accordingly. Request for compensation is denied.

  Middleby Residential 

  Customer Answer

  Date: 11/25/2024

  [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: 22531425

  I am rejecting this response because: the unit is working from the few days we have had it back. However, as you should be aware of by now, the door is also dented. The inconveniences caused by the range hood and the dishwasher - most especially the dishwasher - are above and beyond. I feel like I should be  accepting of receiving non working equipment and then be grateful a warranty actully gets it to working -- after 10+ apointemnts later. No thank you.  A warranty should not have to be used out of the box.....if the quality was right the first time and if not, it it was determined it had a CONTROL PANEL (!!) issue BEFORE it left your facility.

  Regards,

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

  Business Response

  Date: 11/26/2024

  Dear *****,
  
  Thank you for your understanding. We apologize again for any inconvenience caused by the issues with your Viking appliances.
  
  Viking Range makes every effort to produce products of the highest quality. Unfortunately, despite all the precautions taken issues can occur.
  
  Yes, we do see a case where the dent in the door has just been reported after the unit has been in the home since August.   Our customer care agent is working diligently to resolve this issue. We also see where you rejected the offer to extend your warranty she made as a goodwill gesture due to these inconveniences. We are sorry to learn of this. Hopefully you will reconsider the offer.
  
  Thank you for your feedback, and our customer care agent will continue to work to resolve the dent in the dishwasher.

  Sincerely,

  Middleby ***************

• Initial Complaint

  Date:10/10/2024

  Type:Product 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 bought a brand-new, high-end, Viking Refrigerator from ******** appliances in Katy TX. on July, 10th 2019. We paid $12,179.56 for the refrigerator. We also bought a 5 year extended warranty on the refrigerator from True Blue/ New Leaf, a warranty company owned by ********'s. Less than 3 years started having problems. I have listed the issues below. The biggest problem came on May 10th, 2024 refrigerator not cooling properly. The technician came out and said it ice maker. They installed the Ice maker and the refrigerator was still not cooling. They came back out and now determined it was a PC Board that was the problem. Once again, that was not the problem. Now they then determined a condenser and evaporator was the problem. That was once again not the problem. I finally requested a senior technician that was licensed by Viking to come out and look at the refrigerator. He came out and told us it was the seal system that was the problem, When the technician called Viking, they told him they had no way of getting this part so there is no solution to fixing our high-end refrigerator. We have been without a working refrigerator for 6 months! This is absolutely unacceptable for a refrigerator that we paid $12,179.56 Our resolution with Viking is for them to replace our refrigerator with a brand new one or give us a cash settlement that is enough to make up for all of this grief our family has been through.

  Business Response

  Date: 10/16/2024

  Dear *******,
  Thank you for contacting Middleby Residential regarding the issue with your Viking refrigerator. We apologize for any inconvenience this has caused.
  

  We understand that you've been working with your extended warranty company prior to reaching out to Viking. We're committed to assisting you within the scope of our warranty coverage.
  

  While we cannot provide a refund or replacement, we're actively working with our customer care agent to expedite the delivery of the necessary part to your service provider.
  

  We'll follow up with the agent to explore alternative options or expedite the delivery process to ensure your repair is completed as soon as possible.
  
  Sincerely, The Middleby Residential Team

  Customer Answer

  Date: 10/17/2024

   

   Complaint: ********

  I am rejecting this response because:

  We haven't had a working Viking refrigerator for over 6 months. We will accept their response once they either fix our refrigerator or replace it. 

  Regards,

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

  Business Response

  Date: 10/18/2024

  Dear *******,

  Thank you for your reply.
  

  As previously mentioned, our customer care agent is working diligently to expedite the repair process. We understand that the service provider is attempting to schedule an appointment for Tuesday, October 22, 2024.
  

  Please contact the service provider directly to confirm this appointment and address any scheduling preferences.
  

  We apologize for any inconvenience caused by the delay and appreciate your patience.
  

  Sincerely,

  The Middleby Residential Team

  Customer Answer

  Date: 10/29/2024

   

   Complaint: ********

  I am rejecting this response because: They keep sending incompetent technicians out to fix the 
  Viking refrigerator. They have replaced almost every part on the refrigerator and they still can't fix it!  have been dealing with this disaster since May, 6 months now!!! 
  Regards,

   

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

  Business Response

  Date: 11/04/2024

  Dear *******, thank you for your respond., 

  Please accept our apology for the delay. I see where the unit is being replaced and the Viking exchange coordinator is working with you on the exchange. 

  For further assistance, please contact customer care at 800-241-9152 option 3 for updates. Again, we are sorry for the inconvenience and hopeful this will help resolved the issue.

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:09/20/2024

  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 side-by-side refrigerator freezer from Best Buy with Viking brand The first time they deliver It was manufactured defected. They took it back after nine months. They brought me another one for the second one I constantly have issue. I have warranty on that which is over on November 15 of 2024 and I constantly multiple issue on this unit, most of them they had to change and fix twice from the fan from the icemaker from the door on the fridge the door on the freezer after doing all that I still have the same issues on the fan and the freezer Bar Appliances has all my documents that theyve been coming to fix my unit and Viking is not willing to change that and I cannot afford to pay the repair after my warranty is finished Viking is telling Bar Appliances keep fixing the problem over and over again as I said after November 15 2024 I cannot afford to pay for repairs. This unit has manufactured defect again and I need BBB to get involved please and help me out please. It wasnt a cheap unite I paid $14099 three years ago and all these problems is not only the money I paid its very inconvenient that I have to stop going to work and stay home whole day for Bar Appliances to come and see what the problem is

  Business Response

  Date: 09/25/2024

  Dear ********,

  Thank you for contacting Middleby Residential.
  

  We understand your frustration with the ongoing issues with your Viking side-by-side refrigerator. We apologize for any inconvenience this has caused.
  

  Middleby Residential is committed to honoring the warranty outlined in your Use & Care manual.

  A customer care agent will contact you within 24 business hours to gather further details. She will escalate your case also to our regional service manager for a thorough review and expedited resolution.
  

  Again, thank you for contacting Middleby Residential.
  

  Sincerely,

  The Middleby Residential Team