ComplaintsforMiele, Inc.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Details Print Receipt Print Gift Receipt Purchase Date:Dec 13, 2021 Order Number:BBY01-************ Total:$1,380.19 Payment Details Shipment Delivered on Dec 16, 2021 Shipping Address *************************** ****************************************************************************** Miele - CM **** - Obsidian black Miele - CM **** - Obsidian black Model:CM **** OB SKU:6461432 Quantity:1 Item Total:$1,380.19 Product Price:$1,299.00 Sales Tax, ************************ No Longer Returnable Return period ended Jan 16, 2022.Terrible Coffee maker which I spent over ******* on broke after 10 days of using it. After cleaning the dip tray and waste container and placing the back in their designated places, I continually get an error message stating to "Insert the dip tray and waste container". No matter what I try and believe me I have watched numerous videos pertaining to this error message, nothing changes. Basically, I am stuck with a big expensive piece of plastic that Best Buy will not return. Seems like I would have gotten more than 10 days use out of a **** coffee maker, unless they sold me a used one. Should have bought the ***** Mr. ******* My husband contacted Miele 3 weeks ago and they stated they would send a return box so they could fix it. Still no box, just left with a big piece of garbage plastic I purchased for **** for Christmas- yes one month ago.

  Business response

  03/01/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of *********************** complaint and allowing us the opportunity to respond to it.  Our next step will be to contact ********************* to address her concerns in an attempt to amicably resolve her complaint. 
  
  
  Respectfully,
  
  Quality **************** Miele ***

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Miele Dishwasher that has been service 4 times for the exact same electrical issue, both a certified technician from Miele check pressure, temperatures, wiring and all is fine, diagnosed with potential issue of unit just having some kind of malfunction. I've spent more in repairs (over $2,000) and first call was covered by warranty, the other service calls resulted in costs over the value of the dishwasher. Miele made the process extraordinarily difficult, long holds, hours waiting online for service technicians, offering to pay fractional costs for the cost of the mechanism which has been replaced three times already. I want them to either replace the unit repair the unit in full or give me half the cost by check for the value of the unit as I'll never purchase another Miele dishwasher from the frustrations this product has caused me. I have been in discussion with both ***** and ***** from Headquarters who have not provided a satisfactory response on addressing this issue.

  Business response

  01/26/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of ********** complaint and allowing us the opportunity to respond to it. In reference to ********** request, he is more than welcome to call Miele services for his unit, and we will set up service for him. But management in headquarters has advised ******** that due to the age of his (14-year-old) dishwasher and previous concessions already provided, we will not be providing him any further free of charge service or a replacement. We apologize for any inconvenience on this matter, we have closed this file.
  
  

  Respectfully, 

  Quality **************** Miele ***
  

  
  

  Customer response

  01/28/2022

  
  Complaint: 16669789
  
  I am rejecting this response because:
  

  I am rejecting Miele's response, because the dishwasher has consistently broken down four times with the same issue since I've installed with the same issue each time.  The unit is used once a week at most most to clean delicate glassware and hardly used.  Miele boasts of providing long lasting quality products and since this unit has consistently gone bad with the same issue over the course of every 2 to 3 years, I think I have a very valid complaint since I've invested more in repairs than the value of the cost of the unit.  

  I would expect them to at least fix this unit or replace it with a unit and will pursue every avenue I can since i feel this is a breach of good faith.  I'm going to take my documentation of problems with the unit to the retailer here in SF and let them know the problems I've had with the unit as well as share my experience with every avenue possible with accurate details of my experience and Miele's response.  

  I will also pursue any and all legal avenues as I believe this is a breach of basic responsibility by a company to remedy a customer complaint.  ********************** says it is a company of quality and long lasting products, a company that says it's dishwashers should last 20 years, well, my experience has been that it lasts four years at most, at least with this particular product.

  I'll wait for a final response before proceeding with further action.

  Best,

   

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

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

   

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

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  This is the third complaint filed with the BBB about a Miele *************** Machine 1) Machine 1, installed on May 21, 2021, had over a period of 5 months, 6 parts replaced by a Miele Tech and never dispensed a single cup of coffee.2) Machine 2 was installed on 12/19/21 and immediately failed.3) 1/11/2022 a Miele Tech replaced the coffee machine heater and sensor on a NEW machine. Three cups of coffee were successfully made 4) 1/12/2022 coffee machine successfully made 2 cups of coffee 5) 1/13/2022 coffee machine failed to make coffee, did not grind coffee beans and only dispensed water. A second attempt was made after waiting several hours, with the display read out indicating an F3 internal fault read out.6) On 12/29/2021 when I filed my a complaint about machine 2 I clearly and specifically stated that if machine 2 was as problematic as machine 1, I expected a full and immediate "credit authorization." 7) I have given Miele every opportunity and chance to repair and or trouble shoot 2 built in coffee machines, with both machines being failures. This is where it ends. I expect Miele to issue a "credit authorization" to the following: *******************, **** **************************************************** ************ Order # ********* in the amount of $3823.94

  Business response

  01/21/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of ***************** s complaint and allowing us the opportunity to respond to it. We were advised by ******************* that they were providing ***************** a refund for the returned coffee machine. If ******************* is requesting for a dealer credit for the returned coffee machine, they need to contact Miele and request an RA. ******************* is aware of this process. We have closed ***************** s file as completed.
  
  Respectfully,

  
  
  Quality **************** Miele ***

  Customer response

  01/21/2022

  
  Complaint: 16460215
  
  I am rejecting this response because: ******************* has NOT contacted me, offered a refund or collected the flawed coffee machine. 
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have 2 Miele wall ovens (in addition to other Miele appliances). One of the interior halogen bulbs blew out in one of the ovens. I called the Miele toll free number and spoke with ********. She identified the correct bulb and we discussed the price. Since each oven has 2 bulbs, I asked for 4 bulbs. The price quoted was $29.85. I asked whether it was for one bulb or two and was told that the price included TWO bulbs. So we proceeded with the order to obtain two sets of two bulbs, for a total of $63.49.When the package arrived, it contained only 2 bulbs. I called Miele and spoke with ******** It was a long call with several holds and in the process of transferring me to a supervisor, she dropped the call. After a second call, she transferred me to her supervisor - also called ********The call with the supervisor was unproductive. She acknowledged that ******** "made a mistake" and would be "educated," but did not offer to have Miele stand by its stated price. At that point, I sent a certified letter to ***************, President and CEO of Miele ***, and never received the courtesy of a response.I also made a complaint to my credit card company. They attempted to contact Miele ***. In the absence of a response from them, they reversed the provisional credit and I was charged the full $63.49

  Business response

  02/09/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of Mr. *********** complaint and allowing us the opportunity to respond to it. We have contacted *********************** and we have resolved the matter amicably.  
  
  Respectfully,
  
  Quality **************** Miele ***

  Customer response

  02/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:The quality assurance representative, who was very pleasant and professional, was correct that we had an amicable discussion, and I did receive the 2 bulbs.  So am grateful.  However, this does not begin to capture the lack of service by Miele.  The original order was not properly fulfilled.  The supervisor acknowledged that the agent had made a mistake but was not prepared to have the company stand by its commitment.  My certified letter to the Miele President/CEO went unanswered.  My credit card company did not receive a response when it TWICE attempted to correct the problem.  Finally, the BBB secured a response and resolution.  It should not be this difficult to get a resolution for a straightforward matter.
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had nothing but problems with our miele products since purchasing them. We bought 2 brand new appliances, I think in 2019. Specifically, the dryer. I am not even sure what number dryer we are on. Miele, against our requests, has swapped out dryers. They continue to send ******************** to our home. ***** has not been successful in any of their visits. ***** picked up one of our dryers and didn't return it for 9 months. In doing so, we bought a new dryer. It never ends. We want our money back. We just want their products out of the house and our money back. We just received this "swap out" dryer in September/October and it is once again, toast. This was a brand new dryer. It didn't even last 3 months. Our calls, our requests, our complaints really do not amount to anything. The easiest solution would be for miele to return our money, they can have our products back and I will be on my merry way. I am at the point where I am ready to call an attorney and file a lawsuit against them. We redid our laundry room, in all of our moving this dryer in and out and in and out of it's spot, I've now ripped the new flooring that we had installed when we renovated the laundry room for the washer and dryer. We had to change our water supply and electric for this set up costing a more significant investment. If we have to go the attorney route we are going to be going for a much larger request; something that covers our overall investment because I am no longer going to have the current set up I have as it needs new flooring and electric and plumbing. I need a new washer and dryer. Our cheapest route is to just give us our money back. If you could facilitate this remedy it would be magnificent. Unfortunately, I am not able to upload the videos of the dryer not working. That said, miele has numerous videos and photos. Thank you.

  Business response

  01/12/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of *************** complaint and allowing us the opportunity to respond to it. Our next step will be to review *************** matter and once reviewed we will contact ************* to address her concerns in an attempt to amicably resolve her complaint. 
  
  Respectfully,
  
  Quality **************** Miele USA

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Miele Dishwasher from ******************* (order #*********) and the appliance arrived damaged from shipping. This was documented and I was told was merely cosmetic. A new door was ordered (by *******************) but given the pandemic we did not schedule the repair as the dishwasher was working. In October, the machine stopped working and on October 23rd, I contacted Miele and was told it was under warranty and a certified appliance repair person would be scheduled to repair the machine. Complete Appliance *************) came and discovered extensive internal damage and would not repair the dishwasher. They recommended it be replaced. It is now December 18th and despite several calls to Miele and emails, the machine has not been repaired or replaced. Can you help?

  Business response

  01/14/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of Mr. *********** complaint and allowing us the opportunity to respond to it, we apologize for any delay response. We have reviewed the consumers matter and we regret to advise that the damage issue stated by ************************ needs to be handled by his Appliance Dealer, ******************* and not by Miele. Consumer was advised by the QA agent handling his case that for any physical damage shipping out of the dealers warehouse is not covered by the warranty and ************************ will need to contact,*******************, for any replacement/exchange of his unit. We have close this case in our part and we apologize for any inconvenience with this matter.
  
  Respectfully,
  
  Quality **************** Miele USA

  Customer response

  01/14/2022

  [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.
  
  Regards,
  
  *********************************

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In 2019, I purchased a Miele front loader washing machine, known for ***************** to actually clean clothes. It does. I was a very satisfied customer, mom to nine and housewife for 30+ yrs.Being fully aware that front loaders need to have the door kept open when not in use and to wiping down the boot (aka: rubber gasket), I always kept the door open and made a conscious effort to wash out the boot.About 6 months ago, black stains started appearing on some articles of clothing, bed linens and towels. It appeared that the stains were coming from the wash and at the same time the build up of mold/mildew on teh boot was increasing and very becoming very difficult to keep at bay.I sent an email to Miele in Ocotber 2021 and they told me that the stains were rust and the customer service representatives were quite uncopoerative when I tried explaining the problem.Miele and I have quite a few email communications and many phone calls that were just "going in circles". I agreed to hire a technician of their choice from Appliance Masters and pay the service fee of $99.00.The service thechnician was here yesterday and told me that this problem is unfortunately quite common as ther is no drain hole oin the bottom of the boot and the ones that Miele put on the side do not catch the water, hence the build up.The technician noted that other applinace companies have had this concern when a class actiuon suit was intitated, they made changes and the problem has mostly died down.He acknowledged that Miele is quite aware of the problem, refuss to do anything about it and I am welcome to change the boot, whiuch is about a $300.00 cost, but he and I assume that the problem will happen again within 2 years as the real problem is unresolved.So now I have a moldy/mildew boot on an otherwise excellent washing machine and many ruined (and expensive) articles of clothin and bed linens and a very uncoperative customer service @ ***************************** help.********************************

  Business response

  01/14/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of ******************* complaint and allowing us the opportunity to respond to it, we apologize for any delay response. We have reviewed the consumers matter and we regret to advise that we do not provide any concessions for ruined materials, clothing, or bed sheeting. What we can do for the *****************, if she accepts; we can send a Miele Senior technician to her home, at no cost to her, to inspect her matter if this matter arises again. For services, questions or concerns, she can call our consumer support line at ************ or email us at *********************************** We apologize for any inconvenience to this matter.
  
  Respectfully,
  
  Quality **************** Miele USA

  Customer response

  01/15/2022

  
  Complaint: 16365645
  
  I am rejecting this response because:

  I have  been  almost "begging" Miele to address this concern since october 17,2021  and they never addressed the concern writing to me that what I perceived as mold was really rust and that I need to hire the technician for $99.00 which I ultimealty did when they refused to take care of the problem and the clothing and bed linens were just getting ruined.

  Subsequently, the technician, that Mile suggested I reach out to,  was here and told me that my problem ( all of 2 years old!) is that the drainage of the boot does not exist and that is what the mold/mildew build up is all about and this probklem is very common and Miele refuses to address this concern.

  It is nice to know that after reaching out the BBB and warning of involving the ** Dividion of Consumer Affairs, Miele has finally responded to you and would suggest that next time I have a problem thye will send a technician?

   

  Hopefully, this makes sense to you, becuase it doen't make any sense to me!

   

  I purchased the Miele washing machine in good faith expecting a qaulity product and service!

   

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

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We order replacement parts from Miele with the assistance of a representative. We requested the parts to a dishwasher for installation as our plumber had thrown out the pieces. The representative told my wife that a particular product was appropriate, and we ordered it. We never received an order confirmation, order number or packing slip. The order number was later determined to be 3006927252.Upon the installer coming out, the pieces were determined to be for a kit for installing a panel with drawer, not the pieces that come with the dishwasher.We made over a dozen phone calls to Miele in order to return the pieces and order new pieces. At no point in time were we told that we were outside of the return window. I ordered new pieces in late October / early November, and was told by a representative that a return label would arrive in my inbox shortly. When the return label did not appear, I called again prior to Thanksgiving. I was told the system was down, but it would not be a problem, and that I would receive a call back the next day. I never was called back. I called back again on 12/8, and was told by the representative that the return needed to have been processed earlier and it was too late to return the item. I asked to speak to a manager, and after 15 minutes on hold, the call disconnected. Further attempts to reach Miele that day were unsuccessful. I tried 12/9, finally spoke with a manager, and was told a return could not be accepted.So Miele sold me in a product I did not need, made me spend 5+ hours between hold times and speaking to representatives in an attempt to return the item, told me they would accept the return, did not issue the return label, and when I called back to have this rectified, I was told that I was past the return period. Please help.

  Business response

  12/13/2021

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of Mr. ******* complaint and allowing us the opportunity to respond to it. 
  Our next step will be to contact **************** to address their concerns in an attempt to amicably resolve
  their complaint. 
  
  Respectfully,
  
  Quality **************** Miele USA

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Soooo disappointed! Our vacuum not even 2 years (7years warranty) for the past 2-3 month now the vacuum has no suction at all. Did everything on my end to make sure nothing clogging it. Called customer service and all what they can do is gave me a authorized repair center close to us ( the closest is 40min drive) called them and their hours are ****pm!! However, even with that I cant even get this repair center (one man show) to give me. A day he is available for us to drop off!! 2 month now I cant drop off to repair and at this point I cant even trust to drop it off to him. Called your customer service again today , and I was told the same thing again , nothing cant be done for me!! The agent said he will put me on hold to file a complaint for us , he hangs up or get disconnected and I dont hear anything from anyone. What is the point to spend top dollar to buy a good brand and get warranty but cant use it! So disappointing! Will never buy Miele again.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Miele *** has failed to adequately resolve issues with a defective dishwasher that is covered under warranty. In order to take advantage of this warranty, they collect personal information like name and location. Their customer service reps then misuse this data to look up customers on LinkedIn. Miele *** has yet to explain why my professional background or career history is relevant to their business or resolving issues with my defective dishwasher (which is covered under their warranty). They refuse to acknowledge that there was no valid business reason for them to look me up on LinkedIn. Now I cant get my dishwasher repaired without sharing more data with Miele, which they may misuse again because they have inadequate customer data protection and privacy policies. These policies are not shared transparently with consumers. In fact, it took their VP of *************** over a month to figure out their own data protection and privacy policies. They clearly dont know how to handle these policies internally and do not adequately disclose how data might be (mis)used in their terms and conditions. Sharing personal data should not be a requirement for using the warranty that I ultimately paid for through the initial purchase of the dishwasher.I would like Miele to replace my dishwasher and commit to removing my personal data when they have adequately resolved the issue.

*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. ↩