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:09/10/2023

  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.

  Service Issues, Deficiencies, and Injury Due to Viking Appliances Significant issues with my Viking refrigerator (Model: VCSB5483SS, Serial: **************** bought on May 30, ******. **Faulty ***************** Within a month, the refrigerator's axial fan produced a noise akin to a locomotive engine. Despite technician validation, repairs (Claim#: *******) took a full month (07/05/2023 - 08/03/2023).2. **Reoccurring **********************repair, the noise remained. The second technician (Claim#: *******) blamed prolonged door openings leading to frost buildup, ignoring earlier defect identifications.3. *************** Response**: A broken shelf injured my 2-year-old, causing a ****** lip. Following this alarming even, I faced a repeated unsatisfactory diagnosis and an inept service team.Despite my appliance being under warranty (Expiry: 05/29/2025), my experiences with Viking have been disappointing and concerning. I expected top-tier service from Viking, but face continuous issues, inadequate fixes, and a concerning injury.I urgently request:- Thorough inspection and a solution for the persistent noise.- Replacement of the broken shelf and malfunctioning parts.- Compensation for my child's injury and related distress.- Extended warranty or compensation for the ongoing issues.I trust the Better Business Bureau will address these serious concerns promptly.

  Business Response

  Date: 09/11/2023

  Dear *******,

  Thank you for reaching out to Middleby Residential regarding your Viking appliance.  We are sorry to learn of the issue you have encountered.  A member of our escalation team will be in contact with you within 24 working hours for assistance. 

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:05/03/2023

  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.

  In 2017, our family purchased $24,175.95 of Viking appliances at a Best Buy in ******, **. Our purchase included everything you would need for a kitchen, plus more; Stove, Hood, 2 Ovens, Microwave, Refrigerator, Ice Maker and Dishwasher. It is now 2023, less than 7 years since our Viking purchase, and the ice maker no longer works despite spending an additional $1890 on parts and service. In addition, the stove, ovens, refrigerator and dishwasher dont work properly, although theyre functional. The stove clicks consistently while cooking in three of the six burners and two wont light consistently. The two-door oven doesnt close properly and both make loud, unusual noises when baking. The convection doesnt work at all in one oven and we have already replaced the fans in them both spending $975 in parts and service. The refrigerator freezes anything on the middle and bottom, left shelves and the seals are coming off both doors. The dishwasher leaks while its running, but the light showing it is on burnt out some time ago. The baskets have come apart in multiple places and like the refrigerator, the seals are falling off. Most appliance repair companies refuse to work on Viking appliances, so please understand that you will have difficulty in getting anything repaired. In addition, the appliances will just break somewhere else, so it is most often not worth putting any money into them to start with. In trying to get help from Viking they will not reply. I would love nothing more than for them to come and remove these things from my home and offer some portion of a refund. We have had sporadic use of these appliances for the past 7 years but the only thing consistent is something is always broken.

  Business Response

  Date: 05/09/2023

  Dear **********************
  
  Thank you for contacting Middleby Residential regarding your Viking appliances.
  
  We are sorry to learn of the issue you have encountered. Viking Range makes every effort to manufacture products of the highest quality. Unfortunately, despite all the precautions taken to ensure the reliability of our products part failures may occur.
  
  Viking Range will be pleased to fully support any warranty repairs to your appliances in accordance with the terms of the warranty as outlined in your Use and Care manual, which is one of the best warranties on kitchen appliances in the market. Unfortunately, with the appliances being several years outside of warranty we are not able to repair, replace or refund any money on the appliances.However, if you continue to have an issue with the ice maker within a year of this last repair 5/2/2023, please contact our customer care team to review again at that time. 
  
  You mention the house flooded; we see a customer care agent is already in contact with you regarding that matter.  Please be sure to provide her with photos of the damage to share with our *************** team for assistance with that issue.
  
  Again, we are sorry you have encountered these issues, but due to the age of the units,we can only assist with technical advice on a repair when needed. 

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20014770
  
  I am rejecting this response because: After speaking with ******** from Middle By Residential, she explained that the appliances were out of warranty in most cases. She said that "seal system parts" would still be covered if I would be willing to pay for the service/labor and travel fees. The only authorized repair place within 100 miles is ATS which I refuse to have in my home again as they are the ones that flooded it when they came to repair the ice maker and did not actually fix it. ******** was very kind and said she would be an advocate for me in escalating this issue within Viking and hoping to get reimbursement for damage to our home from the flood, so I am to send her pics and receipts of the flood damage. She made it clear that she was not promising anything but would be willing to escalate it and that there is nothing else that can be done to repair the appliances that are not working at all or not working correctly unless I wanted to pay for the $250 service fee plus transportation chargers to have one of the companies that are authorized (113 or 135 mile away from ******) come to my home to look at the appliances. Please understand that I am hesitant to do this as we have had at least eight service calls since these appliances were purchased and none of the appliances were actually repaired long-term.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/10/2023

  Thank you for your reply **********************,
  
  We are glad to hear the customer care agent is working with you regarding property damage. Middleby Residential tries to have an authorized service provider in every area possible but unfortunately, sometimes that is impossible to do as is your area.
  
  We also see that the customer care agent had escalated your situation to the regional service manager in your area for possible assistance regarding the matter. If there is anything Middleby Residential can assist with,she will update you on it.
  
  Again, we are sorry you have encountered this issue,but we cannot assist any further through BBB. Please continue to work with customer care.

  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20014770
  
  I am rejecting this response because: there has not been a resolution but I will continue to work with Viking about a possible solution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2023

  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.

  We bought all brand new Viking products refrigerator, dishwasher, ovens, stove and microwave. We have had over 10 service calls for refrigerator, over 5 calls on dishwasher, and over 3 calls for double stack ovens. Bought from ****** Appliances Plumbing Flooring Cabinets ************************************************************************** PHONE: ************ **************** by Executive Appliance Services ****************************************************************************** ************ Please get all the services they performed on our equipment from them, now we just lapsed warranty period and still having problems and require repairs but they are charging us. This is not fair and right. Brand new equipment and defective sold to us.

  Business Response

  Date: 01/22/2023

  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 glad to have a member of our escalation team contact you to discuss the concerns. Unfortunately, we are unable to replace the appliances.
  
  Sincerely, 
  Middleby Residential

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a Viking Built in fridge in July 2019, when we did an extensive Kitchen renovation on our house. We paid over $15,000 ******** for this fridge. Within the first year, we had to call for a service call on our icemaker. It was replaced for $300 in parts. Thankfully my husband had purchased an extended warranty as the new icemaker actually didn't fix the issue, and a further service call was made that discovered it was an electrical issue. Flash forward to January 2022, when our fridge started to no longer hold temperature properly. Between the service company located in ******, and Viking engineers, they visited our house at least 6 times trying to diagnose the issue. We had to purchase a $1000 circuit board during this process, and wait weeks for it to arrive, to finally discover this also did not resolve the issue. Finally, in September 2022 , Middleby Residential finally agreed the fridge could not be repaired and authorized a new unit. It is one year later and we still do not have a working Viking fridge in our brand new kitchen. Instead ******** gave us $350 to buy a basic ugly fridge that is sitting in my sunroom. ******** has not indicated when the fridge will be replaced and has not replied to our inquiries since December 2. Truly unacceptable quality and service for a high end brand.

  Business Response

  Date: 01/11/2023

  Dear *****,

  
  Thank you for contacting Middleby Residential regarding your Viking refrigerator.  We are sorry to learn of the issues you have encountered. 
  Your information has been forwarded to our escalation team and an agent will contact you with an update on the matter.
  
  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 01/16/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/23/2022

  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.

  On Sept 23, 2022, I purchased a control unit from parts.middlebyresidential.com through a phone call for CAD$1,366.67 and confirmed the item is refundable at the point of purchase. My purchasing decision was based on advice provided by the sale representative. After I received the part in early October and and reazlied it is not the correct part that I needed, I requested for a refund. The agent helped me with generating a return label. The part was returned on Oct 13 and received by the company on Oct 20 according to the tracking number provided by **** I contacted the company three times since then to request for a refund to my bank account , but each time, the agent told me that I will receive the fund in the next two weeks and would follow up if there is a delay, but the promise on refund nor follow-up was not kept. Now, I suspect the company is a fraud. Attached are the order number and shipment progress.

  Business Response

  Date: 11/29/2022

  Dear ******,
  
  Thank you for reaching out to Middleby Residential for assistance. We are sorry to learn of the issue you have encountered.  
  
  We have a member of our escalation team contact you for assistance in 24 to 48 working to help resolve the matter.
  
  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18456560
  
  I am rejecting this response because:
  I was contacted since the company responded. They did not do what they promised.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/07/2022

   Thank you for your reply,
  
  I see that a member of the **************** team reached out to you again today in regard to your credit.  Credit has been issued back to your card and should show on your credit  card in about seven days. Depending on your credit card company. 
  
  
  We apologize for any inconvenience, and I hope you enjoy your up-and-coming holidays! 

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:10/08/2022

  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.

  Defective Viking refrigerator/freezer with multiple attempts at repairs and service appts. Attempts to receive replacement unit have been denied. The unit is still not functioning correctly.Requests for support and remedy to regional manager, *********************, have been ineffective email: ******************************** phone: ********************* -----------Unit Serial #: *************** is defective. I believe the extensive service calls would indicate that this appliance is not effective and has it properly functioned. I had another service call today where the technician discovered a faulty ice maker unit (second occurrence - first replacement was in July 2020 for the same part). Additionally, I was able to show the technician new extensive damage and cracking to the vegetable drawers and both the dairy drawers/windows have cracks - none of which are from aggressive use. This refrigerator/freezer Viking product is defective and not operational. There is an extensive list of broken parts, full days out of service due to faulty machinery, cracked drawers and numerous technician visits to address an appliance that should absolutely be working without defect. Thermostat (Part #******-000) in 2019 (invoice # ******) Thermostat in 2020 (Invoice # ******)Thermostat in 2022 (Invoice # ******)Thermistor in 2020 (Invoice # ******)Ice maker in 2020 (Invoice # ******)Ice maker - August 2022 (Invoice # tbd)LED lights failing in 2020 ( Invoice # 120476)LED lights failing in 2021 (Invoice #******)Multiple cracked deli drawers Nothing about the above list constitutes reasonable. This product has been and continues to be defective.

  Business Response

  Date: 10/18/2022

   Regional Service Manager emailed customer directly the following:

  Southern ********** is my territory to make all decisions based on guidelines we all have to follow. Viking has made it perfectly clear we are not offering a new unit at this time. All this info has already been sent up to upper management with the same conclusion. As soon as the part or parts come in the servicer will contact you. Sincerely, *********************

  Executive Appliance went out to customer's home on October 9, 2022 to install new parts on icemaker and she emailed us directly that icemaker was still now working. I contacted Executive Appliance on 10/11/22 so they can call out again.

  Customer email us directly and she is aware we are not offering a replacement.

  Thank you

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

• Initial Complaint

  Date:08/31/2022

  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 a very expensive Microwave and Stove from Viking months ago. After waiting and waiting to have the stove arrive it came to our home. They removed the existing over the range micro wave. and went to install the new unit. Now we find out that Viking never included the mounting brackets were never included by the factory and the micro wave could not be installed. At this point we no longer have a microwave and just a gapping hole in our kitchen where the microwave once was.The Range was then attempted to be installed but the convection oven will not work. after tearing the until apart while on the on the phone with Viking tech support. They determined the stove could not be repaired and must be returned to the store. We have reached out to Viking and they will do noting to repair the stove to our standards. Not only do they refuse to help but they put me on hold and then hung up on me.

  Business Response

  Date: 09/09/2022

  An exchange has been approved for this microwave.  The replacement unit shipped on 9/6 to his dealer, ****** Appliance, who will handle the installation.

• Initial Complaint

  Date:08/30/2022

  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.

  Viking factory Please help us to get a brand new refrigerator/freezer. I have many emailed that I send out to factory which I like to send you one too,. 6 major issues and at this point the entire unit)freezer/reg) stop working and completely broken. Factory is Viking 5series. Freezer/ref

  Business Response

  Date: 09/06/2022

  Dear *****,
  
  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn you have encountered another issue. Your information has been forwarded to our management team to review and assist with the issue. A member of our team will be contacting you within 24 to 46 working hours.
  

  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 09/07/2022

  Greetings,

  Thank you for your prompt response to my request. As of yet, Viking factory has not contacted us and its been items. Unfortunately, I have three years of documented issues with Viking, essentially since we purchased the refrigerator. I have asked many times to return the unit and get us a brand new unit, but they keep sending someone to repair the refrigerator and the issues resolve for a short period then return and persist. However after this most recent issue, the refrigerator is completely dead. This unit is a total lemon and we no longer wish for repairs on this faulty product, in turn, we have asked for a new refrigerator.

  Please see all the attached documents regarding how many times they came to our house for repair (7 times).

  I have emailed the Viking ******** care so many times asking, however, are requests continued to be denied. Maybe with your help,  they will take our complaint  more seriously and do something for their customer.

  Thank you,

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

  contact no

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

  Business Response

  Date: 09/08/2022

  Dear *****,

  Thank you for your rely. We see that you are currently working with an agent, who is working with the service manager already on the matter. They will be able to assistance you in accordance to the warranty outlined in your use & care manual.  We will reach out and have your agent to contact you with an update. 

  Sincerely,

   Middleby Residential

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17797330
  
  I am rejecting this response because: I have yet to hear from said agent and manager regarding a resolution. I left a message for the agent on 09/06/2022, to date, there has been no call or e-mail back. Thank you for your continued support.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/23/2022

  Dear *****,
  
  Thank you for your reply. Please accept our apology for the delay. Upon research we see our authorized service provider was out to resolve the issue on the 20th and your customer care agent spoke to you also. We will have him follow up with you to confirm the repair was completed. Again, we are sorry for the delay.
  
  Again, thank you for reaching out to us regarding the situation.
  
  
  Sincerely,
  
  Middleby Residential

• Initial Complaint

  Date:07/27/2022

  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 brought a new residential construction in Mar 2022 and moved in to the house in June 2022. The builder installed a brand new Viking dishwasher, which costs about $2000, in the house. For the very first time I run the dishwasher, the water is leaking through the bottom of the machine and the machine reports a E01 error code. I called the customer service and waited for a technician under the warranty to come to check the machine. By the end of June, the technician came over and only found out few components needs to be replaced. However, these components are backordered on Viking website and the technician is not sure when will these components be available. I called the Viking customer service multiple times. Eventually, on Jul 7th, the Viking company agreed to replace the dishwasher for me. They said it takes **** days for the new dishwasher to deliver to the local warehouse and someone will then install the dishwasher for me. Now, it's almost the end of July and I have lived two months without a dishwasher to use, but still didn't get either the dishwasher replaced or fixed. I would want the Viking company to provide me with a fixed date to install the replaced new dishwasher ASAP.

  Business Response

  Date: 07/28/2022

  The replacement dishwasher was shipped on 7/8 to a 3rd party installation company.  ************ has tried to reach the Changs many times and found their voice mail was full.  They have now been in contact and delivery is scheduled for early next week.