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Business Profile

Appliance Sales

Middleby Residential

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Sales.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Since moving into this property in December of 2020, we have had countless service calls and repairs on this Viking refridgerator. The original owner also had service calls on this from *********. I have attached all the invoices since I have owned the home since December 2020. We had the control board replaced about 2 years ago, and I remember the tech saying if this doesnt fix it, you need a new one because this is a lemon. Well, the control board went out again and I just had to replace it at my own cost. I am writing to you because at this point, I expect a replacement or for Viking to reimburse me for yet another control board I just was forced to purchase. See all invoices attached. I am hopeful we can come to an agreement and it doesnt take further action on my part. Thank you.

    Business Response

    Date: 05/26/2025

    Dear ****,

    Thank you for reaching out to Middleby Residential through BBB. We regret to learn about the issue youve encountered. Unfortunately, as the appliance is a 2018 unit, it falls outside the warranty period, and we are unable to offer standard assistance or a refund.

    However, our customer care team will review your case to explore any possible options for support. A representative will contact you within 24 business hours.

    Sincerely,

    Middleby Residential

  • Initial Complaint

    Date:03/26/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    My Viking refrigerator stopped cooling on June 6th, 2024. I contacted the Executive Appliance (authorized *********************). It was determined after replacing the evaporator fan that the actual problem was the ********** #******-000. Executive Appliance ordered the part on 7/2/2024. The part has remained on backorder since that time. Executive Appliance has only received 3 updates on the timeframe for delivery in the past 8 months. Last update was May 16, 2025. I contacted ****** directly at the beginning of Feb 2025. I asked to speak to a supervisor due to the significant delay in receiving the ordered part. I was only given an email address *********************************** for the supervisor. The customer service agent said "adamantly" that he did not have a phone number to give me. I emailed the supervisor on 2/3/2025. I have received no response. I think this is an unacceptable business practice and customer service. The timeline is quite ridiculous for the original product price. Since we have had such poor customer service, we purchased an additional "cheap" refrigerator to give us time to get this repair completed. At this point, I have no faith that ****** will supply the part and I think other consumers should be aware before purchasing ****** products.

    Business Response

    Date: 03/28/2025

    Dear ********,

    Thank you for contacting us and for providing a detailed timeline of the issues you've experienced with your Viking refrigerator. I understand your frustration and concern regarding the extended delays and the lack of communication you've received; please accept our apology.

    I am also troubled by the lack of responsiveness from our customer service team, including the difficulty you experienced in contacting a supervisor and the absence of a reply to your email from February 3rd, 2025. This is not the level of service we strive to provide. I will have an escalation agent to contact you today for further details and assistance. 

    Again, we are sorry you have encountered this issue and be assured that we will work to resolve the matter as soon as possible. 

    Sincerely,
    Middleby Residential

  • Initial Complaint

    Date:03/03/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 have two viking ranges. I was in touch with middelby last nov 2023 about problems with my ovens. Over the course of over a year they send multiple repair men to assess and attempt to repair the ovens to no avail. The warranty is soon expiring and my ovens are still broken. No one seems to be taking responsibility for ovens that are only a few years old and this should not be happening. They just seem to keep wanting to replace parts and hope for the best. They are not responding to my phone messages or emails. I need help. i dont have functioning ovens. Have provided videos of proof to what I am saying. The ovens just cant hold temperature.

    Business Response

    Date: 03/18/2025

    Dear ****,

    Thank you for reaching out to us. We understand your frustration regarding the ongoing issues with your two Viking ranges and the difficulty you've experienced in getting them resolved.

    We sincerely apologize for the prolonged inconvenience and lack of clear communication you've encountered. We see you are currently working with a customer care who is working with our tech support to resolve the issue. 

    Again, we are sorry you have encountered this issue and are confident that the issue will be resolved.

    Sincerely,

    Middleby Residential

Middleby Residential is NOT a BBB Accredited Business.

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