ComplaintsforMiele, Inc.

Wholesale Major Appliances

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Initial Complaint
10/28/2021
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Dear Sir * Madam,I am writing to you to raise an issue about my Miele Freezer*Ice Maker Our ice maker broke about a year ago. We called Miele, they came out and the tech told me that the ice maker needed to be completely replaced and they subed the job out to OG Appliance repair. OG replaced the freezer and charged me almost $1000 for parts and labor. A few months later the ice maker broke again. I called Miele again, they came out and said the ice maker was defective and would need OG Appliance repair to come out and replace defective ice maker. OG came out and had to have a conversation on the phone with a Miele Tech Representative where they together concluded that the original diagnosis was incorrect- there was more likely something wrong with the electronic control pannel in the freezer that was then causing the ice maker to stop working. They told me that they would follow up right away. It has now been well over a month, I have called, filed complaints, sent emails and no one has contacted me. I did get one email reaponse from them on October 11th stating that they were aware of the problem (copied at bottom)- but still no resolution.It occurred on: 09*03*2021 This means that we have a ****** freezer*fridge that has not been making ice for months, I am out over $1000 and my house is in escrow and the repair (or lack there of) is holding up the sale.I just want them to stand by their repair and fix the freezer.Sincerely,************************* ************ Freezer Serial number ********** Dear *******,Thank you for contacting with us and glad to help you with this issue. I understand your issue very well and I am really sorry for this inconvenience. In that case, I have already update your complain with is our department. So one of our colleague will contact you soon and resolve this issue.Should you need more information please contact us again at **********.Regards,**************
Business response
10/29/2021
Hello NJ Better Business Bureau,

Thank you for making us aware of Mrs. ****** complaint and allowing us the opportunity to respond to it.
Our next step will be to contact Mrs. ****** to address her concerns to amicably resolve
her complaint.

Respectfully,

Quality **************** Miele USA
Customer response
11/02/2021

Complaint: 16072484

I am rejecting this response because: They did reach out to me the day they received the compliaint but have done absolutely nothing to resolve it and another full week has gone by.

Regards,

*************************
Business response
11/04/2021
Good afternoon BBB of **,

In response to consumers complaint, we communicated with the ***** Service Supervisor in which he communicated with the **************** They advised that consumers service work order is still open, and they are willing to go out and service the unit. The service company stated that the consumer declines any further repairs due to the part being too pricey. The consumers unit is six years old and is out of warranty, at this moment Miele can offer the consumer a 25% discount towards the part of the unit if she wishes to move forwards with the repairs. We apologize for any inconvenience on this matter.
Regards,

Quality Assurance Group

Customer response
11/05/2021

Complaint: 16072484

I am rejecting this response because: 1. I NEVER rejected the offer to service the unit. That is simply untrue. My problem is that I have ALREADY PAID TO HAVE THE **** FIXED AND THEY ARE NOW SAYING THAT I HAVE TO PAY AGAIN TO FIX SOMETHING THAT THEY CHARGED ME **** TO FIX THE FIRST TIME.

A 25% discount is not a fair offer. You and the company you outsourced the repair to misdiagnoised the problem the first time around. If you had any integrity, you would stand by your products and your service and offer to at least SPLIT THE COST OF THE REPAIR.

Regards,

*************************
Initial Complaint
10/25/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I own a $9000 Miele refrigerator which I can't get installed. I moved to *********** in August, I brought the refrigerator, still on the pallet and never been plugged in. It was put in my kitchen.When I opened it for the first time the approximately 500 pound refrigerator fell over and nearly crushed me. I immediately realized that I needed to have the refrigerator professionally installed. I called Miele for local installers. They gave me names but none of the businesses would install a refrigerator not purchased through them.To make a long story short I have called over 20 businesses that Miele and others have recommended,I have posted on Angies list, I have called my friend's brother who works at home depot...no one can help me. Ive spent over 10 hours trying to find someone authorized by Miele to install my refrigerator. Ive called Miele 6 plus times. Ive been hung up on, treated like a child, asked a million questions every time I called, even though my case was supposed to have been elevated to a supervisor. I finally got a supervisor on the line and then Miele's phone system went out. Twice I was told someone would call me back but never heard from them. The last time I called, after being disconnected, I begged to be connected to a supervisor, telling the Miele rep that if someone was injured or killed by the refrigerator, which my handy man has secured to the best of his ability, its their responsibility. I was told that someone would get in touch with me, but they wouldnt put me through to a super. 3 days later I got a generic email giving me companies they've already given me. In the meantime the refrigerator fell over again, thankfully the door swung open and saved me from being potentially killed, again. Each time I talk to Miele I tell them very specifically that this is a matter of life and death. I am willing to pay for the installation. Thats never been an issue. I just want it done right, by an entity that is authorized to install this appliance.
Business response
11/16/2021
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
their complaint.

Respectfully,

Quality **************** Miele USA
Initial Complaint
10/15/2021
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased 6 Miele appliances in December 2019, had them installed by a Miele certified installer which would give us an additional year of warranty service. I called Miele for warranty service 14 months after the appliances were installed, and told they would not honor the extended warranty because they had no record of the installation. 3 of the 6 appliances were experiencing problems, including the dryer. We continued using the appliances because of the expense of having three serviced ($240 initial cost for each, plus parts and repairs), until the dryer broke down completely. It has been out of service for 2 months while we waited for the one company in the area authorized to service them, and then for a part. Today, the technician brought the part and it did not fix the problem. After speaking with tech support at Miele, the only recommendation they had was to replace all the boards in the machine at cost of ~$900. The other two appliances still have issues.
Business response
10/27/2021
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 to amicably resolve
her complaint.

Respectfully,

Quality **************** Miele USA
Initial Complaint
09/27/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been attempting to get a replacement for a defective dryer that was purchased from Miele. General customer service representatives were initially helpful but now that the issue has been escalated to a supervisory level, all of my communication attempts have been ignored. The issue was officially communicated to Miele customer service on ******. and then escalated to the ******************* ********** on 8-31-21. I have reached out to multiple **********s and representatives weekly, sometimes daily, and I am continually brushed aside and promised that someone else will contact me "very soon". So far I have received ZERO contact from anyone. The only contact has been initiated by me, and I am never able to speak to someone who is willing or able to fulfill the proposed solution. The company is fully aware of my issue and there is a simple solution that is "being reviewed for approval" but they are just ignoring me now. I have ongoing email documentation reflecting this.
Business response
09/28/2021
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 already communicated with ******************** and made him aware of what our next steps will be to amicably resolve his complaint.

Respectfully,

Quality **************** Miele USA
Customer response
09/28/2021
[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 Miele in reference to complaint ID ********, and find that this resolution is satisfactory to **** will await further action from Miele and follow up as necessary.

Thank you,

*******************************
Initial Complaint
09/24/2021
Complaint Type:
Product Issues
Status:
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.
On March 18, 2021 I purchased a Miele CVA **** built-in coffee machine through ********** of ******* in the amount of $4365.97. It is now September 24 & my NEW coffee machine has yet to make a single cup of coffee! The brew unit, drive, drive switch, drive **************** fuse have been replaced & still the machine does not function. I have kept a log of calls to ************************************ I have filled out two complaint forms at the Miele website. I have sent an email to *******************, CEO of Miele USA detailing all the calls to Miele & all the new parts installed into new machine! I have requested a new machine from ********** who say they need authorization from Miele. I have asked Miele multiple times for a new coffee machine. My time has been wasted along with my ************* is still no positive resolution. One wonders how many more months will lapse before I receive a functioning coffee machine!!
Business response
09/28/2021
Hello NJ, Better Business Bureau,

Thank you for making us aware of Mrs. ******* complaint and allowing us the opportunity to respond to it. Our next step will be to contact ***************** to address her concerns and to amicably resolve her complaint.

Respectfully,

Quality **************** Miele USA
Customer response
09/30/2021
Complaint: 15904888

I am rejecting this response because: the Miele Tech arrived today to find yet more parts in a NEW UNUSED MACHINE that require replacement. Miele has been given every opportunity to get this new built-in coffee machine to function and in each case more parts need to be replaced. My time has value and I'm tired of it being wasted. As expressed to Miele before, I want a new CVA **** coffee machine or my $4365.67 refunded. This has been going on long enough. I do not plan to accept anymore excuses. The machine is flawed and needs to be replaced.

Regards,

*********************
Business response
10/07/2021
Hello NJ, Better Business Bureau,

Thank you for making us aware of *************** complaint and allowing us the opportunity to respond to it.
Consumer was advised that her coffee machine was going to get replace by her dealer, ********.
She will need to call them to arrange a schedule date for replacement if she has not done so.

Respectfully,

Quality **************** Miele USA
Initial Complaint
09/21/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a Miele Dishwasher through ******************* 6 years ago, so not a local store in *********, **. Miele has only one business in ********* ** who will service their products. On September 9, our dishwasher started smoking. We called the local repair shop--they said they would not repair it because we did not purchase it from them. I called Miele--they said someone would come out to our home from the company--and they would contact me in several days. On September 17, after not hearing from Miele, I contacted them. Miele said there are no service people in our area. They said do a ****** search and call another local repair place. Every appliance person said they do not service Miele. ***** told me they are not allowed to service Miele because Miele has not authorized them to provide service. Others have told me the same thing. So we have a $1,000+ dishwasher that was supposed to last 20+ years and Miele's service people won't service it and they won't let anyone else service it.
Business response
10/07/2021
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 USA
Customer response
10/08/2021

Complaint: 15888153

I have reviewed the response made by the business in reference to complaint ID ********; that they will contact me directly to resolve the issue. That is a satisfactory next step if it is handled within the next week. I will be satisfied with the resolution when the Miele dishwasher is repaired or replaced. I am happy to update BBB with the actual resolution of the complaint At this point, Miele will not provide parts to ANY service people in *********, ** or surrounding areas. I am looking forward to having a working dishwasher back!

Regards,

*******************
Customer response
10/08/2021
[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 ********; that they will contact me directly to resolve the issue. That is a satisfactory next step if it is handled within the next week. I will be satisfied with the resolution when the Miele dishwasher is repaired or replaced. I am happy to update BBB with the actual resolution of the complaint At this point, Miele will not provide parts to ANY service people in *********, ** or surrounding areas. I am looking forward to having a working dishwasher back!

Regards,

*******************
Business response
10/15/2021
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 to amicably resolve
her complaint.

Respectfully,

Quality **************** Miele USA
Customer response
10/22/2021
[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 a satisfactory NEXT STEP. Contacting me alone will not solve the problem. We need to have it serviced by Miele or we need a replacement.

Regards,

*******************
Initial Complaint
08/26/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a Miele dishwasher a 20+ year dishwasher they say. It been over 5 years things are breaking for over 3 months they have been sending me wrong parts and charging me. The part I need holds the cpu in place which is important. They wont take the parts back because they cant find the part I need. They know what part I need finally after 3 months they just wont get it to me. The whole point of these machines is that you can get parts and fix them for the 20+ years you own it. ??I wouldnt of bought it or ordered these parts if thats the case. Refund me or send me a refurbished dishwasher that I can get parts for. Its high end and it a low end customer service
Business response
09/03/2021
Hello NJ Better Business Bureau,

Thank you for making us aware of Mr./*************** ********* and allowing us the opportunity to respond to it. Our next step will be to contact Mr./*************** to address their concerns in an attempt to amicably resolve their *********.

Respectfully,

Quality **************** Miele USA
Initial Complaint
08/24/2021
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought several Miele appliances this year. The warranty is in effect. Sadly, one of the dryers is showing an error code. Meile sent someone out who said it needs parts that wont come in for **** weeks. This is not acceptable. Do you think its right that someone paying thousands for Meile appliances and has to be without the dryer for months?Calling *********** ***************** the ***************** and filing a complaint has brought me the same series of responses:Im sorry, Id help if I could I have no authority There is nothing I can do I cant transfer the call ******************** support/the ********** and then the script starts over.If the machine cannot be fixed in a reasonable amount of time (which has already passed) it should be replaced. I do not believe they cannot get the parts, mail them and tend to this. If that is truly the case then replacing the machine is an option. When companies get away with this behavior it breads more of the same.
Business response
08/25/2021
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 USA
Customer response
08/25/2021
[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 am glad Miele has said they will contact me. I'm waiting.

Regards,

*****************************
Customer response
09/09/2021

Complaint: 15790817

I am rejecting this response because: Miele never contacted me as they wrote they would.

Regards,

*****************************
Initial Complaint
08/09/2021
Complaint Type:
Service or Repair Issues
Status:
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.
My Miele refrigerator is getting too cold and freezing the food. I called for service. On July 1st. 2021 Miele service looked at my refrigerator and decided he needed to order parts for the problem. Did not hear from anyone. I called service and was told service will be there tomorrow. Took off from work, and no one shows up and no call. I called service again, was told he'd be there next week. Took off from work, no one shows up or calls. Called service again. I was told service will be there in a week and a half, August 5th. Took off from work, no show no call. Called service again on August 6th. I was told they would call service person and call me back. Three days later, no call. Throughout this time they are sending me a bill for service, plus notices from collections dept. I explained all this in response to claims dept. notice. All I received was another bill. Sorry I bought this $7000 piece of junk. Should have stayed with GE.
Business response
08/11/2021
Hello NJ Better Business Bureau,

Thank you for making us aware of Mr. ******* ******'s complaint and allowing us the opportunity to respond to it.
Our next step will be to contact Mr. ****** to address their concerns in an attempt to amicably resolve
their complaint.

Respectfully,

Quality Assurance Group, Miele USA

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