ComplaintsforMiele, Inc.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the top of the line Miele dishwasher. At the time of purchase, I also purchased the warranty. The dishwasher was not working properly and then showed a light and stopped working. A Miele technician came out and said there was a defect in my dishwasher. He said there was a pin hole in the metal basin which was a defect. He told me that this machine has a "use counter" and it was only used for 80 washes and was like new inside. The Miele tech documented everything and took photos. He stated that he had never seen a hole in a new machine and reassured me that this would be documented for a replacement. He wrote up a ticket with photos for Miele.My ticket was escalated to ***************** and I was guaranteed a new dishwasher replacement. After numerous conversations with Miele support, I was always promised a response and NEVER got a response. I still have the machine with the hole in the basin. Miele has been non-responsive but when I call customer service, they report that my ***************** ticket is open and I will hear back. It has been one year. I spoke with Miele support again today and I was promised a response from *****************. I have been promised a response for 1 year. My case is QA *********. I request a new dishwasher from Miele and to have the defective Miele with the hole removed.. I request BBB to help me because Miele agrees it is defective, agrees to replace, and then I do not hear back from Miele.

  Business response

  04/30/2024

  BBB,

  Thank you for making Miele aware of this matter.

  Miele has attempting to contact this consumer today in an effort to discuss their 11 year old dishwasher. Contact information was left for the consumer to reach us directly.

   

  Regards,

  Miele Quality Assurance

  Customer response

  04/30/2024

  
  Complaint: 21641287
  
  I am rejecting this response because:
  I received a voicemail this morning at 8:11 am from ***** at Miele QA. I have been calling the number ***** left, ************ and the recording says Miele is closed. I have called 11 times and have a record of my calls to the number he left. I started my complaint when I received my defective dishwasher and this is EXACTLY what Miele did then and continues to do. Miele promises to replace my dishwasher and then responds with numbers or emails of "people" that do not exist.  I could never reach a person and I still cannot reach a real person due to "fake" call back numbers.. No one ever answers the number given to me and in this particular case a recording answers saying Miele is closed. In addition, I received an email today from Miele in response to my BBB complaint. The email from Miele has the correct case number, the wrong device (washing machine instead of dishwasher) and more concerning is that Miele addressed  the email to ********************** @*************************** and then sent MY EMAIL ADDRESS TO **** ****.AN  UNKNOWN PERSON. I have not given permission for my email to be sent to other customers or other people. ********************** has used this tactic on my complaint for years. I request a supervisor at Miele to handle this properly without these delay tactics. I have been promised a new dishwasher to replace the defective dishwasher with a pin hole in the metal basin. I request Miele to respond with CORRECT CONTACT NUMBERS and replace the defective dishwasher immediately.

  
  
  Regards,

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

  Business response

  05/02/2024

  BBB,

  This consumer contacted Miele on 5/1/24 with the phone number provided and was able to reach our representative.

  Miele informed the consumer that based on the age (11 years) of this appliance it does not qualify to be replaced free of charge. The consumer became confrontational and hung up on our agent.

  No further resolution will be offered on this matter.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Bought the top-of-the-line Miele washer and dryer for about $7,000 along with the pedestals for another $1,000. They advertised about $400 in rebates with the machine package but not including the pedestals. When we received the machines (more than two weeks after promised) we noticed the pedestals were damaged to the point that they were unusable. We returned the pedestals to Lowes for replacements but every single Miele pedestal in their inventory were similarly damaged. As for the machines, they are not much more useful than as boat anchors. The cheap plastic doors at the bottom of the machines came broken and the washer's spin cycle is a c*** shoot whether it will engage or not. We bought the machines in July 2023 and after repeated attempts to get service we finally had a tech arrive near the end of April 2024. Miele refuses to honor their warranty stating that we took too long to report the problem. No, they simply refused to provide a service tech in a reasonable time.To emphasize the extent of the dishonesty of this company, they never honored the rebates either. These people are crooks.

  Business response

  05/10/2024

  BBB,

  Thank you for making Miele aware of this matter.

  An attempt to contact ****************** was made today in an effort to discuss this matter.

   

  Regards,

  Miele Quality Assurance

  Customer response

  05/19/2024

  
  Complaint: 21637896
  
  I am rejecting this response because:
  
  Miele USA assigned U.S. Appliance to schedule a time to fix the issues.  U.S. Appliance scheduled for May 17th and never arrived nor cancelled.  My wife took an entire day off work because the original appointment was scheduled for 9:00 AM to 3:00 PM.  On Friday May 17th the appointment as changed to 12:00 to 4:00 but, as stated was a no-show.

  We will provide Miele USA one last chance to make this right by having somebody here to fix our units on a day of our choosing with no more than a 3-hour window.  

  
  Regards,
  
  *************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 stainless steel k**** on 4/23/2024. I received them on 4/24/2024. They did not work. I attempted to return them the next day 4/25/2024 and was told I cannot return them because I took them out of the plastic envelope. I paid ****** for the two k**** They will not give me an RA#. So I cannot get my money back.

  Business response

  05/03/2024

  BBB,

  Thank you notifying Miele of ******************** matter and allowing us to respond.

  Miele attempted to contact **************** today by phone. We have also sent her an email with our contact information to discuss this matter.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I bought a Miele Dishwasher less then 2 years ago used only appropriate detergent and got ***** on the door, I have tried calling Miele to ask to fix it but they were not helpfull at all.I would like to get it fixed by miele since this shouldn't have happened.

  Business response

  04/04/2024

  BBB,

  Thank you for making Miele aware of this complaint.

  Contact was made with ********************** today to discuss this matter. Although she was unable to speak at the time Miele does plan on reconnecting tomorrow.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  September 2023 we purchased a Miele refrigerator for 4550 dollars. Within 6 weeks the refrigerator starting making loud noises which I reported to Miele in Jan 2024. I had previously mentioned this verbally to a service technician who had to come for a separate issue but it never got back to Miele. Between diagnosing the assumed problem and ordering parts, the service appointment to fix the problem took over two months. The repair took three technicians four hours and they were literally sawing pieces that left black flakes all over my kitchen - very major surgery on a brand new fridge . Within hours we noticed the freezer was rapidly heating up. We immediately let the service company and Miele customer service. Neither seemed too concerned and said it will need another part and will take some weeks. Now the refrigerator component is also completely warm (66 degrees ) and everything inside is ruined. I have a $4500 brick at this point and lost at least $500 worth of groceries because of the botched repair . I feel the only acceptable remedy is for Miele to replace the refrigerator and reimburse for the ruined contents. Who knows the level of damage that was done by the bad repair on top of it already having big issues within months of owning it. Our previous much cheaper old fridge never had these problems

  Business response

  04/17/2024

  Hello NJ Better Business Bureau,
  
  We are aware of ********************** complaint and have spoken with her to advise of a resolution and all status updates.
  
  Respectfully,
  
  Quality **************** Miele ***

  Customer response

  04/23/2024

  
  Complaint: 21510910
  
  I am rejecting this response because: I do not consider this matter closed because I still don't have a date for the replacement refrigerator to be installed. Miele agreed to replace the refrigerator  on April 4th and I have not been given any new information since then.
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a CVA 7845 coffee maker in September 2023 costing about $6500. From day 1 it has had an issue where it will not recognize user input when touching the screen during certain operations. Over the course of 7 months I have had 3 different service technicians come out, by direction of Miele. All 3 have recognized the problem but have been unable to fix the issue. Each time I call Miele I get another hurdle and no one is helping me to resolve the problem.

  Business response

  04/02/2024

  BBB,

  Thank you for giving Miele the opportunity to respond to Mr. ********* complaint.

  Miele has spoken with Mr. ********* and the matter has been resolved.

   

  Regards,

  Miele Quality Assurance 

  Customer response

  04/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Miele sent/installed a new coffee machine as of 4/15/2024.  Unless I have similar issues with the new machine, I believe this issue can be closed.  Thanks for your support.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My refrigerator was built during COVID and I have had issues with it since it was new. It has now been totally down for well over a month. I lost all the food in it and had to go out and purchase a replacement frig to put in my garage. Miele doesn't have a service arm so they must depend on third party support. Two of the original Miele dispatched service calls were with their service partner that didn't have the expertise to repair. Because of the complexity and severity of the repair they had to find someone that had the expertise to try and repair the fridge, so they dispatched another yet distant service partner. I have been waiting a month for my delayed service just to be notified the service was cancelled on the day it was to be preformed, because I am now being told no parts are available with an ETA of yet another month. The repair is a major repair and I was told by the service tech the repair may only work temporarily or until the warranty expires leaving Miele off the hook and me being left with a piece of junk. I tried my best to work with Miele spending hour after hour, day after day on the phone with Miele **************** with everyone of them having no idea of their own warranty obligations and unwilling or unable to escalate to correct the situation, a total waste of time and effort. This frig is a total lemon and I want it replaced and gone NOW.

  Business response

  04/04/2024

  BBB,

  Thank you for making Miele aware of ********************** complaint and allowing us to respond.

  A new service order has been dispatched and ********************** refrigerator will be serviced and no cost.

   

  Regards,

  Miele Quality Assurance

   

  Customer response

  04/04/2024

  
  Complaint: 21487935
  
  I am rejecting this response because: I believe the service record does nothing to resolve the past issues or concerns with the repair attempts, delays, or lose of warranty down the road on a admitted factory build quality issue. I requested a email follow-up before going to BBB so I have a audit trail because of the lack of responses to my specific concerns to date and still, directly or indirectly thru the BBB, no one emailed or even called to explain what that resolution is to address my specific concerns/requests brought up directly to Miele as well as thru this BBB complaint. Miele opening yet another services record with no explanation is a simple way to sweep this under the rug and avoid taking the appropriate action. As we did thru winter, we continue to have the inconvenience of working with another newly purchased frig in the garage, which is totally unacceptable. If working thru the BBB does not get the response requested, I will have to take next steps with ***********, local media and or online support sites, which I like to avoid since I have much better things to do with my time.
  
  Regards,
  
  ***************************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have purchased a high end Miele Range through ******************* appliances. When I ran the cleaning cycle for the first time on the range, the griddle stopped working. After about 10 different trips by Miele technicians (who were all very polite and professional), the griddle worked again. Now 8 months after the last visit, the griddle has again stopped working after running the oven cleaning cycle.I have my next appointment scheduled for 4/8/2024. Previous visits were:7/25/23 - Document Number ********** / Order Number ********** 3/28/23 - Document Number ********** / Order Number ********** 3/13/23 - Document Number CUS01190SN / Order Number ********** 2/10/23 - Document Number CUS01190R0 / Order Number ********** 1/31/23 - Document Number CUS00071SV / Order Number **********

  Business response

  04/01/2024

  BBB,

  Thank you for making Miele aware of this complaint and allowing us to respond.

  Miele has attempted to contact this consumer today to discuss this matter. A voicemail was left as well as an email with contact information.

   

  Regards,

  Miele Quality Assurance

  Customer response

  04/12/2024

  
  Complaint: 21479793
  
  I am rejecting this response because:

  
  I returned a call and email from ************** at Miele on 4/2/2024.  A technician was scheduled to arrive at my house on 4/8 to work on the range.  On the morning of 4/8, after making arrangements to take the day off to meet the technician, I received a call from Miele stating that the technician "called out sick" and service could not be rescheduled until 4/22.  Now I need to make additional arrangements to take another day off work to hopefully meet the technician.

  This issue remains unresolved.  Miele has taken no substantive action to diagnose or resolve the issue.
  
  
  Regards,
  
  *******************************

  Business response

  04/18/2024

  Hello Better Business Bureau,

  Investigating this further, it appears we did speak with ********************** to advise of a rescheduled appointment date of 4/22/24. It is recommended that the customer keep this service call in order to determine how to move forward with an amicable solution.

  
  Regards,
  Miele Quality Assurance

  Customer response

  04/19/2024

  
  Complaint: 21479793
  
  I am rejecting this response because:
  
  This merely states that someone might come out on 4/22, provided that there is not yet another reschedule. It fails to address any of the root cause issues that result in recurring defects. 
  
  Regards,
  
  *******************************

  Business response

  04/23/2024

  Hello,

  A technician visited the home on 4/22/24 and successfully repaired ************************** appliance. Should the customer have any issues with the appliance they should contact Miele. 

   

  Best regards,

  Miele Quality Assurance

  Customer response

  04/25/2024

  
  Complaint: 21479793
  
  I am rejecting this response because:
  
  The technician had made similar repairs multiple times in the past.  
  

  The repairs have only resulted in short-term remediation and not a lasting fix. Based on historical evidence, I have no confidence that this will resolve the issue for a time period longer than 6 months and the issue will reoccur. 
  

  Additionally, I was charged nearly $700.00 for this repair, which is more than I was charged for previous repairs that also failed to be enduring.  
  

  If Miele really stood behind their product, they will either replace the product or come out and execute their short-term repairs gratis every 6-8 months when their parts fail again  

  Regards,
  
  *******************************

  Customer response

  05/02/2024

  
  Complaint: 21479793
  
  I am rejecting this response because: An issue came up over the weekend with the repair on this device. It appears that as a result of the service call / repair a different function of my range has become inoperable
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Miele washer/dryer combination on July 31, 2023 because they offered a $300 rebate. I applied for the rebate and it was rejected with no explanation. I contacted Miele and worked with a representative since then several times. I even contacted the main US headquarters. At each step, they required me to begin the process from the start. That is, send in evidence of purchase, of product serial #s, and website announcing the rebate. Also at each step, Miele representatives assured me I would be getting my rebate. I found out today that my application was once again rejected with no explanation. I saw online that this has happened before with other customers.

  Business response

  03/27/2024

  BBB,

  Thank you for allowing Miele to respond to this matter.

  Due to the complexity and age of this issue, it will take some time for Miele to research and investigate the validity of this claim.

  Miele will contact this consumer and discuss updates to this resolution.

  Regards,

  Miele Quality Assurance

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is the same response I have received on multiple occasions when I have asked about my claim without receiving any further communication.  I require Miele to provide a reasonable time frame for their determination as well as their keeping the BBB in the discussion loop. 
  
  My initial application for the rebate was timely, as were the subsequent applications required by Miele after talking with several their representatives.
  
  Regards,
  **** ***********

  Business response

  04/01/2024

  BBB,

  Miele has been in contact with this consumer and is working to resolve this matter

   

  Regards,

  Miele Quality Assurance

  Customer response

  04/02/2024

  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. 

  Miele's continued rejection of my rebate request was based on their incorrect application of a different rebate offer than the one I was basing mine on.

  After providing them with the same information I had already submitted three times previously, they finally -- after eight months -- agreed to send me my rebate.  I expect to receive it within 6 to 8 weeks.  If not, I will reopen my complaint.

  
  Regards,
  **** *********** 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Miele washer (WWD660) and dryer (TXD160WP) on 1/31/24 for $3,500 with the understanding based on Miele's promotion that I would be eligible for a $500 rebate. After entering in all of the information to the online portal to receive the rebate multiple times, it returns an error message. The appliance store I purchased from has been unable to help. Multiple calls to the Miele customer service they agree we met all of the terms and conditions for the rebate and say they have escalated the issue but will not give us an email or contact information for the third-party they hired to process their rebates. I have made repeated calls and have asked to have a manager call him and explain where we are with this and what we can do. If this is the type of service we are going to get from Miele, it calls into question what kind of assistance we would get it we have a mechanical or other issue (like the cracked dryer door that is still not fixed). My wife and I feel this is deceptive promotional advertising and if the company does not provide the rebate as advertised, we want them to come get the machines and refund our money in full.

  Business response

  04/02/2024

  Hello NJ Better Business Bureau,

  Thank you for making us aware of Mr. Briglia's complaint and allowing us the opportunity to respond to it. As of 3/27/24, Miele has been in contact with the customer and provided next steps to process their rebate.
  
  Respectfully,
  
  Quality Assurance Group, Miele USA
  

  Customer response

  04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is the bare minimum that was available to me which can be considered satisfactory to me and therefore, I must find it 'acceptable'.

   The lengths I was forced to go to, to get even a single acknowledgement that I attempted a simple rebate process, is wholly counterproductive to what I would think a business wants to achieve with their customers.  No acknowledgement of the processes set up by the Miele Company to claim their advertised rebates are in anyway, remiss, leaves me with the impression of feeling like your hoops to jump through are intentional. I am writing this as a favor to your company, Improve Customer Relations!  At least acknowledge the time I've wasted so far, I have received  zero extraneous communication aside from the single one that was forced from you by the BBB has been offered to me. Right now I am made to wait several weeks before I can expect a resolution and rebate.  Forgive me if I have lost so much faith in your business practices.   All correctable by you going forward,   

  
  Regards,
  ****** ******* 

*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. ↩