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:03/13/2024

  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.

  I purchased a VIKING refrigerator and the cost was $4500 !! It has been leaking water and the repair man came and looked and said it the water filter housing and this is not an easy fix !! The fridge has to be pulled and emptied and the entire water tubes along the back need to be pulled and replaced. I have requested to VIKING they replace my refrigerator I bought a VIKING thinking I that it was a good reputable and now I was wrong !! They are not doing the right thing!! I am filing with the BBB and will continue to write reviews if they dont do the right thing and replace my refrigerator!

  Business Response

  Date: 03/15/2024

  Dear ******,

  Thank you for reaching out to Middleby Residential regarding your Viking refrigerator. We are sorry to learn about the issue you have encountered. Middleby Residential will be glad to assist you accordingly to the warranty outlined in your Use & Care manual.  Unfortunately, our record shows the warranty has expired on the unit.

  Please continue to work with your service provide to complete the repair. The water filer leaking can happen on any refrigerator brand.  Again, we are sorry it occurred, but it can be repair. 

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 03/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21427651

  I am rejecting this response because: their response is completely unacceptable and unprofessional-     VIKING sent their repair man and now my $4500 refrigerator is WORSE ! It makes a constant rattling noise and did not fix the problem.  If VIKING doesnt do the right thing and replace my Refrigerator I will file a law suit against them and will write reviews accordingly if they do not do the right thing and stand by their product!

  Regards,

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

  Business Response

  Date: 03/25/2024

  Thank you for your reply ******,

  We are sorry to learn the service repair was not completed. A member of our escalation team will contact you within 24 business hours to discuss the matter further. 

  Sincerely,

  Middleby Residential 

• Initial Complaint

  Date:03/06/2024

  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 Refrigerator in Dec 2021 and had delivered and installed sometime in January 2022. We have had nothing but issues with the refrigerator. I have had at least 5 service calls. The ice maker has been replaces twice the first time we had to wait 6 months for an ice maker so we went without it on a brand new refrigerator for over 6 months. It has since been replaced again. The defrost element went out causing the freezer to frost up and prevent the refrigerator from cooling resulting is all the food in my fridge going bad that also had to be replaced. I sent a request when this happened to have a refund and the refrigerator replaced went back and forth with a customer service rep who stopped answering my e-mails. Two days ago the ice make stopped working AGAIN this will be the third time it has broke AND the freezer is starting to frost up again and not defrosting which means my fridge will start to get warm again and my food will go bad. I just called Viking again and all they will do is send another tech out to look at the refrigerator. I advised the CSR I no longer wish to have a Viking refrigerator I want them to pick it up and refund my money. There product is extremely poor especially considering the amount of money we spent on this refrigerator. They should have replaced this defective unit after the second ice maker and defrost element went out but they keep trying to fix this lemon of a product. This refrigerator is less than two years old and has only fully worked for half that time. We purchased all Viking appliances when we remodeled out Kitchen however the refrigerator has been defective since the begging. Please help me get this defective product out of my house.

  Customer Answer

  Date: 03/06/2024

  My refrigerator is still under warranty. 

  Business Response

  Date: 03/06/2024

  Dear ****,

  Thank you for reaching out to Middleby Residential regarding your Viking Appliances. We are sorry to learn of the issue you have encountered.  Middleby Residential will be happy to honor the warranty on the appliances as outlined in the Use and Care manual.

  We are forwarding your information to the escalation team in your area and an agent will be in contact with you within 48 working hours to discuss the matter further. Again, we are sorry you have encountered this issue and is confident that the agent will be able to help resolved the matter accordingly. Unfortunately, your request for a refund is denied. Refunds if applied is normal done through the dealer where the products are purchased.

  Sincerely 

  Middleby Residential

   

  Customer Answer

  Date: 03/08/2024

  Here are some of the invoices for all of the issues I have had with this refrigerator to show all the service calls.  Tech was just out on 3/6 and said the fan to defrost the freezer is not functioning properly and needs to be replaced.  I want a refund so I can purchase another refrigerator.  Please authorize ******* ***** where I bought this refrigerator to give me a refund or store credit to get another refrigerator.  I do not want to deal with this defective refrigerator anymore.  This is a defective product. 

   

  Customer Answer

  Date: 03/14/2024

  I have reached out to Best Buy since Viking is stating if I want a return, I need to go through where I purchased it from. Best Buy is indicating they need an RA number for me to return this product  Viking sent out another technician a week ago to inspect the refrigerator. There is now another component broken which is the fan that defrost the refrigerator. The tech had to manually defrost the refrigerator with a steamer because it was so iced up. As I have stated previous times, this product is defective. You can see that information in the last report from ********* ********* that Viking continues to send out. This is now the seventh visit from this service and we’ve had this product for less than two years I would like a return authorization number to return this product to the store so I can get another product.   

  Business Response

  Date: 03/15/2024

  Thank you for your reply ****,

  The information you provided has been forwarded to the escalation team for assistance. They will contact you within 24 working hours.

  Middleby Residential

  Customer Answer

  Date: 03/20/2024

  Here is the service ticket from your vendor that inspected the refrigerator as you will see after the last service call refrigerator is still not functioning properly and is icing up again. Please issue a RA number as I have reported numerous times this refrigerator is defective and after seven service calls and multiple issue I no longer want this refrigerator. If I loose another refrigerator of food I will also be asking for compensation for groceries. I ask that you acknowledge this refrigerator is defective and allow me to return. 

  Customer Answer

  Date: 03/22/2024

  I was just contacted by ****** the repair service you sent out and they are asking to do yet another repair on this refrigerator to the CO system because it is frosting up. As I have explained many times this will be now the ninth time a service repair tech needs to come out. I’m no longer going to inconvenience myself or my family to have someone there for these numerous repairs. I want a return authorization for this refrigerator. Also I’m not looking to further delay, the return of this refrigerator the longer this goes on the longer It looks like I’ve had this refrigerator in working condition which had it has not been since we received it. You need to stand behind your defective product and allow me to return it instead of further inconveniencing me and my family to repair your defective product. I did this for the first two years and I am no longer willing to inconvenience ourselves for this refrigerator and your defective product. Please issue a return authorization. 

  Customer Answer

  Date: 03/25/2024

  My ice maker has stopped producing ice again! This has been replaced twice. I paid a lot of money for this refrigerator why am I having to deal with this? Two years and it has been broken the majority of the time. How many repairs need to happen before you agree this is defective? 

  Business Response

  Date: 03/27/2024

  Dear ****,

  We sincerely apologize that the issues with your Viking ice maker haven't been resolved yet. We understand your frustration, and this is certainly not the experience we want for our valued customers.
  

  We've taken immediate action to address your situation. Your case has been escalated to our Service Manager for a thorough review. They will personally assess the service history and determine the most effective course of action.
  

  A Service Manager representative will be in touch with you directly before the end of business today to discuss next steps and answer any questions you may have. This may include exploring options for replacement, but the Service Manager will have the final decision based on their review.
  

  We appreciate your patience and cooperation as we work to resolve this issue for you.
  

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 04/02/2024

  During the removal of the defective refrigerator, the technicians noticed the drip pan on the refrigerator was cracked and leaking water onto our hardwood floors warping the floor and our cabinet. 

  Customer Answer

  Date: 04/02/2024

  Here is the report from ********* ********* indicating the cracked drip pan caused severe damage to our floor. They indicated floor needs to be repaired right away. See attached 

  Business Response

  Date: 04/03/2024

  Dear ****,

  Thank you for your feedback. Again, we are sorry you have encountered these issues, and we are working to resolved it for you.

  As stated, the service manager is reviewing your case and will have a resolution before the end of the day. You will be contacted with the update.

   

  Respectfully,

  Middleby Residential

• Initial Complaint

  Date:01/18/2024

  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 the Viking Range Model # VDR5304BSSLP ; Serial #*************** on 1/19/23. It was installed on 6/23. On 12/13/23, the oven part of the range stopped working. I contacted Viking who contacted *********************. The technician was able to diagnose the problem over the cell phone with me based on a video which I sent him showing how the lights were flashing on the stove. He said the fan on my 4 month old $8,829 oven needed to be replaced. He said it would take 3 to 5 business days for him to receive it. He said he would call when it arrived to arrange a time to come. I have NOT heard from him since. It is now 1/18/24 I called Viking and spoke to ***** in the customer service who said the matter was out of her hands and she could do nothing. I would like my oven fixed so that I will not have wasted $8,8929 dollars. I would like someone at Viking to be in charge of OVERSIGHT of their technicians so their paying customers don't have to stress out by put in limbo. I want someone to communicate with me!!!! And give me a specific date when the oven will be fixed.

  Business Response

  Date: 01/18/2024

  Dear ********,

  Thank you for contacting Middleby Residential regarding your Viking repair. Please accept our apology for the inconvenience and issue you have encounter. An agent will contact you within 24 hours with an update on the repair.

  Sincerely, 
  

  Middleby Residential 

• Initial Complaint

  Date:12/31/2023

  Type:Order 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 a Viking refrigerator on 12/4/2021. We have had service on it 3-4 times. We are now having the second icemaker installed on Tuesday and now the refrigerator will not cool down. We have a temperature problem. This was over $10,000 refrigerator and I have had numerous problems with the refrigerator since we bought it, the first icemaker required three technicians to come out, first, they said the lever was broken they replaced the lever then they came out and said another part was broken that they replaced on the third visit. They finally said I needed a new icemaker, which took over six months to obtain due to parts availability. It worked for less than a month and they have sent us another replacement icemaker while we are waiting for that to be installed the refrigerator has stopped getting cold. How do you buy a $10,000 + refrigerator and not have ice for a year and now, my food in the refrigerator is going bad and starting to smell because it will not get cold. This is a lemon and I would like a replacement including the cost it took to have it installed or a full refund of my money so I can purchase a different brand of refrigerator. When we purchased this refrigerator, we purchased a range and dishwasher all Viking at the same time. The refrigerator seems to be the only one we are having a consistent problem with and I do believe this is a defective product.

  Business Response

  Date: 01/07/2024

  Dear ****,

  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn of the issue you have encountered with the unit not cooling. Middleby Residential will be happy to honor the warranty accordingly to your use & care manual. We will have a customer agent to contact you within 24 working hours regarding the matter and to arrange a service call to diagnose the current issue.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:12/18/2023

  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 September 2023, I contacted the business to repair a leaking freezer on my Viking refrigerator. This was the second time they came out for this repair, the first time in May 2023. They charged in excess of ******* and the leak cleared up. They offered a 365 day warranty on the repair. At the end of November 2023, the leak returned. I attempted to contact the company by phone on five separate occasions during the first week of December and my phone calls have not been returned. I would like them to complete the repair.

  Business Response

  Date: 12/22/2023

  Dear *****,

  Thank you for contacting Middleby Residential.  We are sorry to learn of the issue with your Viking refrigerator.  You information have been forwarded to our customer service department for assistance. An agent will contact you by 1/28/2025 for assistance. Please feel free to reach out to customer service at ************ option 3 for quicker assistance. 

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:12/14/2023

  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.

  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: 12/22/2023

  Dear ****, 

  Thank you for reaching out to Middleby Residential regarding the issues you have encountered with your Viking refrigerator. We see you are currently working a customer agent regarding the matter. She is working with our engineering and quality control manages on your behalf and will continue to be in contact with you with update. Please reach out to her for any further question.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:12/12/2023

  Type:Product 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.

  I am seeking to have my refrigerator replaced because it has black marks on both sides and the company is unable to repair the damage. Middleby Residential exchange coordinator ***************** is the exchange coordinator who has been handling my claim **************. The claim was initiated on 2/13/2023. The claim number is *******. The first Viking refrigerator was delivered and I found a dent. I called the claim department and a replacement was ordered and received. I received the second refrigerator and noticed what looked to be grease stains on both sides. I attempted to clean them and was unsuccessful. I called the claim department and they arranged for a Viking applicance repair person the assess the damage. It was determined that the marks were under the finish and that they were not repairable. A new same model refrigerator was ordered. The second unit arrive and upon unboxing on the street it was noted the refrigerator had similar marks and was not cleanable. The claims departed was notified and a second replacement was ordered. The second refrigerator also arrived with the same marking despite the fact I asked them to check it before delivery. The delivery company stated it is a liability issue if they unbox the unit at the storeroom. I called the claims department to report the problem. I was told they could offer me only a refund for the refrigerator through the store where I purchased the unit. I informed them I did not want to go that route because the storefront (****************) gave me a $500 manufacture credit which was not refundable if the unit is returned. The claims department agreed to send me another replacement unit. They called to say the unit was also defective and now outsourced. I do not believe this is true. I would like a replacement of the same model Viking refrigerator. I asked for $1000 to refinish myself but was denied.

  Business Response

  Date: 12/22/2023

  Dear *****,

  Thank you for reaching out to Middleby Residential regarding your Viking refrigerator.  We are sorry to learn of the issue you have encountered. Your information has been forwarded to the escalation team to research and agent will contact you within by 12/29/2023 with an update. Please accept our apology for the delay due to the Holiday Season.

  Sincerely,

  Middleby Residential

   

  Customer Answer

  Date: 01/01/2024

  I do not understand why they are closing my claim. I was told to call Wednesday if I didnt hear back from the company. Please keep claim open as they have not responded yet.

• Initial Complaint

  Date:11/06/2023

  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 Bought a Viking stove from Appliance World over the summer it did not get delivered to my home until 8/8/23 and didnt start using it until 9/2023 when our kitchen was finished. The did not notice that there was an issue with the oven until we were baking something that required the oven to be on more than 40 minutes. We noticed that the oven was turning off after about 40 minutes give or take from being turned on. We called for services and they come 3 times to fix and change parts to what is suppose to be a new stove causing damage to the enamel of the oven as well. The problem still remains and now we also have gas that leaks when the oven turns off with no warning. We have requested a new stove and they have not responded to our request. We dont feel comfortable or think that is either save or fair to us to continue to replace parts on what is supposed to be a new stove.

  Business Response

  Date: 11/07/2023

  Dear *******,

  Thank you for reaching out to Middleby Residential regarding your Viking Range. We are sorry to learn of the issue you have encountered. Middleby Residential will be happy to honor the warranty on the product in accordingly to the use & care manual. A member of our escalation team will contact you in 24 working hours regarding the matter.

  Sincerely,

  Middleby Residential

   

  Customer Answer

  Date: 11/08/2023

  We were informed by Appliance World where we purchased the Range that Viking had told them that they were in contact with us after our last complaint which was not true no one from Viking has contact us again. They also informed us that Viking is only offering to come to our house for the fourth time and change 2 more parts after already exchanging 2 parts to our new stove with no solution to the damages caused by the previous repairs. At this point we would only accept the exchange for a new stove since we do not want anymore experiments in our home with a gas stove and doesnt seem fair to accept what seems to be a refurbished stove when we payed for a new stove. 

  Customer Answer

  Date: 11/09/2023

  I have given Viking the chance to fix the issue with the oven 3 times and 3 times they have failed to fix my oven and actually the last time it created a new issue. Now Viking wants to come for the fourth time to experiment again and we at this point are simply asking Viking to do the right thing for their customer and replace our new non working stove for a new working stove and Viking is refusing to do the right thing. It feels like we are being forced to stay with an oven that is a danger to my home since it turns off and leaks gas with damages to the enamel caused by the previous attempt to repair it after paying a full price of $9,239. 

• Initial Complaint

  Date:09/25/2023

  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 will never purchase your appliances again. High end? What a joke. High price, low quality should be your tagline. Our $12,000 fridge is the worst appliance we've ever owned, period.
  
  Drawers break, shelves crack, the fridge makes loud obnoxious noises nonstop. We have no kids, and eat out most of the time, our fridge is very lightly used and we keep it clean and treat it well, but then one day you open it up and condiments drop to the floor because of a defective shelf?
  
  Not to mention, "Executive Appliance" the service company that you send to treat warranties and to "repair" and "replace" comes out, wastes our time, ships the wrong things to our house, then says they need to order another part to the house and it never comes, they never follow up????
  
  You need to get someone professional out here, replace our bottom drawer, replace our broken shelf, fix the obnoxious noise coming from this stupid POS fridge, and provide us with extra drawers and shelves for when the next ones break.
  
  I've wasted far too much of my valuable time dealing with a fridge less than 2 years old that cost over $12,000 that should just work. Viking should be ashamed of themselves for selling such overpriced garbage and attempting to present themselves as a luxury brand. My GE fridge from the 90s was better built than this junk fridge from Viking.

  Business Response

  Date: 09/26/2023

  Dear ****,

  Thank you for contacting Middleby Residential regarding your Viking appliances.  We are sorry to learn of the issue you have encountered. Middleby will be happy to honor any warranty repair on the appliances according to the warranty as outlined in your use & care manual. Unfortunately, we are not able to issue a refund on the appliances. We will have a member of our escalation team to contact you within 24 to 48 working hours to discuss the matter further.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:09/22/2023

  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.

  Immediately after our new refrigerator was installed, parts began to fail. Three warranty call outs eventually replaced evaporator fan assembly, ice maker, transfer fan, condenser fan, etc. Now that the warranty has expired, those same items are starting to fail again. Of course, there is nothing Viking can do.

  Business Response

  Date: 09/22/2023

  Dear ******,

  Thank you for contacting Middleby
  Residential regarding your Viking refrigerator. 
  We are sorry to learn of the issue you have encountered. 
  

  Middleby Residential will fully
  support any warranty repair to your Viking refrigerator in accordance with the
  terms of the warranty out line in your Use & Care manual. According to our
  record the Viking refrigerator registered to you in our system is still under
  warranty. We will have a customer care agent contact you within 24 working
  hours to verify the model and serial number and warranty on your appliance, and
  for further assistance.  Unfortunately, we
  are not able to replace the unit.
  

  Sincerely,
  Middleby Residential