ComplaintsforMiele, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a kitchen appliance package of Miele appliances and they were installed at the end of May 2024. Upon delivery, the glass on the front of the range was broken and there were signs of damage. The installers later replaced the range entirely. In June 2024, upon first using the new freezer, we repeatedly received alarms and warnings that the temperature in the freezer was above freezing. All of the food in the freezer was lost. Every other day the freezer has a temperature alarm and my manual thermometer shows that the freezer is regularly ***** degrees above its set point. I called Miele to schedule a repair. They sent the request to Happy Home Appliance Repair (HHAR). Using the ticket from Miele, I scheduled the repair with HHAR for June 27. The technician didnt not arrive and the business told me they would have to reschedule. They rescheduled for the following Tuesday, July 2. Upon arrival on July 2, I showed the technician the freezer and he informed me that he was there to repair the range. I told him I didnt have a ticket open for the range as it had already been replaced. He said he couldnt assist with the freezer and was going to leave. After his departure, I received a bill from HHAR for the range repair. Again, I had no ticket for this and they performed no work. I called HHAR and they told me I had to pay since Miele put the range ticket as a billable service call and that I would have to dispute it with Miele. I asked them about my freezer repair and they said they would not complete any additional work until the bill for the range was paid. I then called Miele who told me that the range was repaired in May and they said they had photos. This is impossible as my range was never repaired, it was replaced. The Miele rep told me I was responsible for paying the bill and there was nothing else they would do to help me with the broken freezer. This was by far the rudest and most unhelpful customer service rep I have ever spoken with.

  Business response

  07/10/2024

  BBB,

  Thank you for making Miele aware of ********************** matter and providing ua an opportunity to respond.

  Miele has contacted ****************** and a resolution has been provided.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Miele oven has not worked since the beginning of this year. Miele Service has been out three times to service it and charged me $2,000 repair it - including replacing the same circuit board twice. It still did not work.The last time the Miele tech was here he recommended we speak to the Miele ********************* and get a new oven because he had little confidence that it wouldn't happen again. He said that Miele Service would refund my $2,000 and that we should purchase a new discounted machine.I have been in contact with Miele - they took all my info and promised that the Miele Resolution team would call me back in 5 days; two weeks later I still have not heard back. I called and they said they would get back to me and it has still not happened.Btw this was a $5000 oven and I have since put another $2000 into it and it is still not working!! I can't believe they took my money and couldn't fix my machine and now they are not returning my calls. I will never buy from Miele again!! Please help!

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Miele can to my house for a service call. Spent time looking at appliances they were not there to service and charged me for it. They said nothing was wrong with the freezer and left. We continued to have issue. They came back. They said there was an issue with the heating coil and to shut it off. They order a part and said I would get water in the freezer. I did not. I requested a senior technician as I felt the previous technician was incorrect. When senior tech came they said there was nothing wrong with the freezer and could not do much because it was shut off as i was told to do. They sent me a bill for what I am not sure. A few weeks latter we had the same issue. Not cooling enough, not making ice etc. I made an appointment and waited another week. They sent the original tech who made the mistakes. He refused to look at the freezer and left. The service is awful. I have zero faith in the appliances.

  Business response

  06/26/2024

  BBB,

  Thank you for notifying Miele regarding this matter.

  This consumer is scheduled for a follow up service with a senior technician tomorrow 6/27.

   

  Regards,

  Miele Quality Assurance

  Customer response

  06/28/2024

  
  Complaint: 21898955
  
  I am rejecting this response because: they have over charged me on the original visit and I am getting a bill for a visit I should have never been charged for.  They came yesterday and said that the problem was the original issue that the part was ordered for .  They now need to come a fifth time.  I have no trust and confidence in the company or technicians. I have asked to be contacted several times and all I get is a voicemail.  
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We purchased a Miele heat pump dryer in 2021/2022 for approximately $1700. We chose this dryer because they are supposed to last at least 15/20 years. We bought the dryer from a licensed Miele dealer, ABT Electronics (order number 0530103EGMX). In January 2024, our dryer suddenly stopped working. We reached out to ABT who said we needed to go through Miele directly so we reached out to Miele. Miele provided us with a Miele approved appliance repair techs (who were great). The appliance repair techs attempted to fix the dryer for us - we paid an additional $950 for a new part and the dryer still doesnt work. Of note, that part took 3 months to arrive - when it initially arrived our appliance repair techs saw that this part was broken upon arrival so they had to resend another part. Weve been without a dryer since January 2024. The appliance repair techs said theyve never seen this issue before since our dryer doesnt give an error message and they said that we clearly have a lemon Covid dryer. We have contacted Miele and the dryer repair folks have contacted Miele to ask for a replacement dryer as we received one that doesnt work. There has been no response from Miele - their customer service has been extremely disappointing. I would like to have our dryer replaced with one that isnt a lemon. We are now out the amount that we paid for the dryer, the amount we paid for the part that didnt actually fix the dryer, and we still have no working dryer. And no response from Miele after multiple attempts to contact them. We need this resolved.

  Business response

  06/26/2024

  BBB,

  Thank you for making Miele aware of this matter.

  In searching our system we have found no record of this name, phone number or email address. There is no mention of which service provider was called for service.

  Without this information Miele does not have an opportunity to review and response.

   

  Regards,

  Miele Quality Assurance

  Customer response

  07/10/2024

  
  Complaint: 21885922
  
  I am rejecting this response because:  Miele has my phone number and email (from this complaint) and has not attempted to contact me to get any further details they stated they need. Per your email, here is the additional information Miele needs:
  
  The repair service provider Miele had us contact and that attempted the repair work was Luwa ******************************* (website: luwaluxury.com and phone number: ************). **** has also called and emailed Miele several times to try to rectify this matter for us since they are unable to fix our dryer and Miele has not responded to them any of the attempts.
  
  As I stated in my complaint, I purchased the dryer from Abt Appliances, a certified place to buy Miele appliances (their website is abt.com and phone: ************). Ive already spoken with *** and they said Id need to contact Miele directly.
  
  I would like an actual response from Miele to discuss this as they sold a product that has not met their reported standards of being long lasting. Or even being able to be fixed ************* repair cant even fix our dryer and has told us we clearly have a lemon).
  
  
  
  Regards,
  
  ********************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Prior to buying the most expensive residential clothes washer and dryer in the industry I had questions about rebates and a pre purchase evaluation of Miele's customer service prior to spending over $6000.00. Miele was advertising a rebate of $400.00 per unit on their website. I called their telephone number and reached what sounded like a Spanish person with broken english. I asked about the total height of the units while on their lower drawers. He gave me the width of the unit for some reason, apparently not knowing the difference between height and width. He told me if I wanted an operator that I could understand that I'd have to call back. I called back to get a a **** with the same issue. **** up and called back and got another outsourced operator with broken english who told me he would have to transfer me to a department for "Pro units". The model number I gave him is not a pro unit. When he read back the model number almost every digit was wrong. I corrected him and he gave me the width instead of the height. I asked him about the rebate program and he gave me a telephone number to the "rebate team". I called that telephone number and got an American named ******** who told me she is not the rebate team but works with retail stores. She transferred me right back into the same outsourced system. ****** (from *********) didn't understand most of what I said and began quoting me rebates for Kitchen appliances when I hung up. This is THE WORST CUSTOMERS SERVICE OUTSOURCING that I've ever experienced in my 50+ years. These companies look at their own citizens as pariahs in need of benefits and healthcare and walk over them to third world human rights abusers just to make more money. Every phone line prompted me for a post call survey. They want us to manage their outsourced customers service but we don't get paid to work for Miele. 2cents of customer service for $6000.00+ worth of appliances? Someone in higher management needs to be fired.

  Business response

  06/24/2024

  BBB,

  Thank you for making Miele aware of this matter.

  Miele attempted to contact this consumer today and a voicemail was left with our contact information.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a Miele speed oven, which has never worked. We've been attempting to resolve the issue (repair or replace) for the last 6 weeks. At this time, there is no plan for resolution; I'm repeatedly told it's being worked on and we'll get a call back. We've been tossed around from department to department, with various case numbers but no call backs or resolutions.

  Business response

  06/14/2024

  Hello NJ Better Business Bureau,

  Thank you for bringing this issue to our attention. Our system notes indicate ****************** was contacted by a representative on 6/5/24 to advise of a resolution to their matter. 

• 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

*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. ↩