Complaints

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.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Nothing but problems with this fridge from the start. We purchased a 48 fridge/freezer in 2018 and have had non stop issues from the start. The door keeps breaking, condenser and evaporator broke twice, led lights going out left and right and drawers dont stay in place. Apparently these are known issues common to almost all consumers and middleby residential doesnt do anything about it! Were out of pocket thousands in repairs. It currently doesnt work because we cant afford to keep up with repairs on this piece of junk they sold us!

  Business Response

  Date: 06/25/2025

  Dear Rebecca,

  We are sorry to learn of the issue you have encountered. Viking Range is pleased to fully support any warranty repairs on your appliance in accordance with the terms of the warranty as outlined in your Use and Care manual, which is for repair. While we hope you never need repairs on our appliances, it can happen, and we are here to assist when it does.
  

  Currently we are showing the service calls so far on the unit were covered by your manufacturer's warranty, except for the current issue where we are covering parts only due to the age of the appliance. Unfortunately, we do not have any record of service calls you have paid for. Please provide your customer care agent with documentation for all the repairs you have paid for so we can review them.

  Again, we are sorry for the issue. Unfortunately, we cannot issue a refund.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 moved into my brand new home 5 years ago, with a kitchen complete with brand new Viking appliances (range/refrigerator/dishwasher/microwave). Both the oven and the refrigerator have had continuous issues in the past 5 years both in and out of warranty. This complaint applies ONLY to the refrigerator. In the past 5 years I have had the condenser replaced THREE times and this week with be the 4th, IN 5 YEARS. The first 1 or 2 condensers were under warranty but now I am on my own. Last year, when this happened, we called Viking and was essentially told, sorry. Viking is supposed to be a high end company with products that last forever. That is not my experience and it is extremely disappointing. Please remedy this.

  Business Response

  Date: 04/24/2025

  Dear *********,

  Thank you for contacting Middleby Residential. We are sorry to learn of the issue you have encountered with your Viking appliances. This is not the experience we want our customers to have. A customer care agent will be in contact with you within 24 business hours to review your case regarding the refrigerator.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There was a recall on my Viking range that I was unaware of. I became aware after I called Viking to report an issue with the stove. I came home to my home filled with smoke and the smoke alarms going off. The recall was for a faulty gas valve in the oven. Even though nobody was home and all the k**** were in the off position, the stove turned on. The heat was so great that the oven started smoking causing my home to fill with smoke and trigger all the smoke alarms. Had I not come home when I did, it couldve been disastrous. I went over a month without being able to use my gas range or gas oven. **************** was non existent. I ended up making my own appointment with the local appliance repair company. Ive tried to get in touch with higher *** just so somebody is aware of what happened to me and the potential danger other families could experience. I dont have confidence in my stove and I want it documented that Ive made several phone calls to report my concerns. The customer service **** are full of unanswered promises. I was told I would be be contacted, nobody has contacted me. I was given false email addresses, all emails get returned.

  Business Response

  Date: 04/17/2025

  Dear ******,

  Thank you for contacting us via BBB regarding your Viking range.

  We are sorry to learn of the issue you have encountered. We will have your agent review your case and contact you within 48 business hours.
  

  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23203636
  
  I am rejecting this response because: nothing has been resolved. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/24/2025

  Thank you for your respond ******,

  I see where an agent reached out to you by email Monday. I will have her to contact you again today with update.

  Sincerely,

  Middleby Residential 

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased my Viking refrigerator February 2 of this year. It isnt cooling and I lost all my food twice now. I called my extended warranty and they said I couldnt access it because the manufacturer warranty was still active. I called middleby and was told they dont have a repair company in my area. They said they would get back to me but I havent heard anything. Like I said, I lost my food due to low temp spoilage twice now. How do I get someone out to look at my refrigerator. **. I had saved 3 years for the refrigerator, picked the best one I wanted, and now I am so disappointed.

  Business Response

  Date: 09/18/2024

  Dear *******,

  Thank you for contacting Middleby Residential regarding the cooling issue with your Viking refrigerator. We understand the frustration and inconvenience this has caused.
  

  We apologize for any delay in addressing your concern. Viking Range is committed to honoring the warranty outlined in your Use & Care manual. While we cannot offer a unit exchange, we will ensure a prompt and efficient repair.

  A customer care agent will reach out to you within 24 business hours to schedule a repair appointment.
  

  Please don't hesitate to contact us again if you have any further questions.
  

  Sincerely,

  The Middleby Residential Team

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  All applicances we have, fridge, oven, hood, microwave, and dishwasher are experiencing problems. All of these units are under 3 years old. Because we accidentally waiting a little over 2 years to contact them thinking these were minor/livable issues, they are not doing anything for a top of the line OEM. For example, vent fans STOPPED WORKING all together?! We don't even use it that much. The dishwashers sliding racks are not level and they don't lock. The microwave shorts all the time.

  Business Response

  Date: 08/07/2024

  Dear ******,

  Thank you for contacting Middleby Residential regarding your Viking appliances. 

  We are sorry to learn of the issue you have encountered.  Middleby Residential will be pleased to support any warranty repairs on the appliances according to the warranty outlined in your Use and Care manual.  A customer care agent will be in contact with you within 48 business hours to see how we can assistance you. Please feel free to reach out to customer care sooner at ************ option 3 for a quicker response.

   

  Sincerely,

  Middleby Residential

   

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 owned a brand new Viking fridge since 2020. In 2021, my refrigerator stopped cooling. I was told by Viking to call a repair service recommended by them and it would be covered. I did so and it was fixed. I was told it was under warranty for 6 years if this were to happen again. On March 4th 2024, I contacted Viking again about the same issue. In a chat with the company (I have the printed copy emailed from Viking), I was told AGAIN that if it was the same part that broke, it would be covered under warranty (for the part and labor). I again, used the same recommended company to fix my refrigerator. I contacted Viking again today, March 7th, 2024 to ask for a reimbursement. Now they are saying it is not covered and I am liable. They claim to be a superior company with superior appliances, and yet this item has broken 2x in four years.

  Business Response

  Date: 03/13/2024

  Dear *********,

  Thank you for reaching out to Middleby Residential,

  We are sorry to learn of the issue you have encountered. Middleby Residential will be happy to honor your warranty in according to the warranty outlined in the Use & Care manual. Nevertheless, we do see where your customer care agent that is handling your case, has reached out to the *************************** to review it on your behalf. We had asked that he contact you with an update in 48 working hours. If you do not hear from him in that time, please feel free to contact him for an update at ************ option 3. Unfortunately, any refund approval will need to come from the service manage.

  Sincerely

  Middleby Residential

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In November 6th 2023, we purchase 2 Viking fridges ( In ********** **) from Best Buy. totaling $24,784 Viking had a promotion at that time . Once items are delivered and installed we needed to file the rebate online to get our rebate from the Viking company listed above to get $2500 check. Which we have done and completed on Dec 27th. We emailed ************************* in charge of rebate at Middleby Residential) and she confirmed receipt of our rebate request and confirmed it will take 8 weeks to process and a check of $2500 will be mailed to our address. To this Day March 3rd ( I have called no answer, left messages no answer, emailed her twice and she did not reply. I would like to help us get the rebate we are due by this company that is not being professional on fulfilling their obligations.

  Business Response

  Date: 03/07/2024

  In respose to *************** complaint to the BBB reguarding her rebate check from Viking Range. I have been in contact with *************** via e-mail. On Jan 18, ******************************************************* on  Jan 17, 2024, informing *************** that we received her rebate. I also received an email on Jan. 17, 2024 from *********************** and I responded to his e-mail on Jan 18, 2024 as well.  *************** rebate submission was received on 12/27/23.  

  I explained in the e-mails that rebates take up to eight weeks for processing and due to the holidays we were running a little behind and once we reviewed her rebate submission, if he had any questions that we would reach out to her at that time.

  I received another e-mail from *************** on Feb 7, 2024 for an update on her rebate (it had only been 5 weeks at this time since it was submitted). I responed to her e-mail on Feb. 7, ******************************************************************************** 

  I received another e-mail from *************** on Mar. 1, 2024 (Friday) inquiring on the status of her rebate.  I e-mailed her back on Mar 4, 2024 (Monday) letting her know that her rebate check was cut on 02/26/2024 *** mailed the following day. I then received another e-mail on Mar.4, 2024 stating that she has not receied the check. 

  She e-mailed again asking to confirm the address it was sent to and send a copy of the check. I responded to her e-mail on Mar.4, 2024 providing her with a copy of her rebate check.

  Viking was within the 8 weeks of processing her rebatae as it was received on 12/27/2023 and her check was cut on 02/27/24 (8 weeks).  I informed *************** in the e-mail on Mar. 4, 2024 that our accounting department will not place a stop payment and reissue until it has been 3 weeks since it was cut (3 weeks would be March 19, 2024).
  

  Viking has given the rebate to *************** that they were due in the amount of $2,251.80 for her Viking purchases, Until it has been March 19, 2024 and if she still has not received her rebate, we can place a stop payment and reissue or have it direct deposited into her account.

  I have attached all the supporting e-mails proving that I have been in contact with *************** regarding her rebate and that her rebate was issued.  Once the check is mailed, we have no control over the postal service as it's mailed via regular mail. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21378269
  
  I am rejecting this response because. As of today Thursday March 7th. Although she replies to emails . i do not have the rebate on hand although the company state that it was emailed and our  address is correct. We received mails all the time and we did not get the rebate although company stated they mailed  it. Do they have a tracking number? Or can they issue a direct deposit to our account to fulfill what is due to us. Once my rebate is in our hands  . I fully attend  to remove  my complaint once the issue has been handled 
  
  Sincerely,
  
  ******* & ***********************

  Business Response

  Date: 03/15/2024

  Thank you for your reply, 

  The rebate department is showing the check was processed on their end. We will have the agent to reach out to you to discuss the matter further.  

  Sincerely,

  Middleby Residential.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21378269
  
  I am rejecting this response because: this company sent me an email copy of check  that they said theyve sent but we did not received any check payment as of March 15, 2024.

  I would like them to stop the payment on the check and immediately issue a direct deposit into our account. I have emailed them all the information need to make a direct deposit. 

  
  Sincerely,
  
  ******* & ***********************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ever since we bought this refrigerator there have been ongoing problems. The main one that is still yet to be properly fixed is that the ice maker does not make ice. They have repaired it and replaced it at least 4 times. And each time it does not fix it. I do not think they are properly addressing the needs/actual problem, because obviously this fix does not work. I have asked them to fix it correctly or to try something else and have reached out MANY times. They had continued to do the same unsuccessful fix 4 times. Now, the current issue is they don't even respond to me. This appliance has been having issues within months of purchase, and it is still within it's full warranty period. I warranty period is ending in a few days, and it seems like they are ignoring me until the warranty ends so they no longer have to do anything. The problem remains, that we paid $13,000.00 for a refrigerator that does not make ANY ice!!!! That is ridiculous. We want this to be fixed properly this time, not the exact same repair they do that doesn't work. We feel that maybe an exchange of the unit is needed to a new improved version. Especially since the problem never gets fixed so it seems extremely likely this is a bad unit. 4 repairs with no success is proof of that.

  Business Response

  Date: 12/15/2023

  Dear ****,

   Im so sorry to hear about the ongoing problems youve experienced with your Viking refrigerator. I completely understand your frustration, and I want to assure you that we're committed to fixing this for you.The repeated ice maker malfunctions and lack of response have understandably caused you a lot of inconvenience. I apologize for this inconvenience and want to assure you that we'll do everything we can to address these issues. To ensure this gets addressed quickly, a member of our escalation team will reach out to you within the next few hours to discuss your concerns and explore various solutions.

  Sincerely,

  Middleby Residential

   

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a range in December 2020 for $14108.85. It has had major repairs 3 times. Currently the oven has not been working since July 2023. They have sent repair people (two different companies) to fix the oven 6 times replacing 5 parts. (4 of the parts have been replaced 3 times) We originally paid $2000 for the first 3 parts (that did not repair the oven). We want the $2000 returned and the range replaced.

  Business Response

  Date: 11/17/2023

  Dear ****,

  We are sorry to learn of the issue you have encountered with your Viking range. However, we do see where Viking customer care has contacted you today and is working to resolve the issue.  Please allow them to continue to work to resolve the matter. 

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased this Viking refrigerator 24 months ago and it has not worked at all most of that time. They have repaired it 3 or 4 times already. It is NOT currently working now. They said they have to order parts AGAIN which takes a month or two. Same parts they have ordered and replaced already. Past the point of ridiculous. This appliance is definitely a lemon. We had to purchase 2nd refrigerator which is a ******* and has to sit in our dining room just so we have a fridge. We have asked for help, a replacement, etc. They don't care! Now we just want a refund.

  Business Response

  Date: 10/30/2023

  Dear *****, 

  We are sorry to learn of the issue you have encountered; please accept our apology. Middleby Residential will be happy to assist you in accordingly with the warranty in your use & care manual. Unfortunately, we cannot assist with a refund. However, a member of our customer care agent will contact you in 24 to 48 working hours to assist you with resolving the issue with the Viking refrigerator. Please have your model and serial number ready and a copy of your purchase receipt when she contacts you. 

  Sincerely,

   Middleby Residential