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:09/19/2023

  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 purchased a Viking dishwasher and had it installed April 2022 . We had many problems with it as after it ran it would often display an error code of E01. If we waited a few days it would work again. In February 2023 it stopped working so we have been without a dishwasher for 7 months. (They did send someone out 6 times to try to fix it). We have asked Middleby who owns Viking for a replacement to no avail. Do not buy Viking dishwashers as we got a “ lemon” and it has been a terrible experience.

  Business Response

  Date: 09/19/2023

  Dear *******, 

  Thank you for reaching out to BBB regarding the issue you are having with your Viking dishwasher.  We are sorry to learn of the issue you have encountered. Your information has been forwarded a member of our team to contact youwithin 24 working hours regarding the matter.

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:09/11/2023

  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.

  Since February of 2023, the stove has been inoperable and also a recall has been placed on the Model;#**********
  
  The authorized repair representative was told the part would be in and a repair was scheduled, get a call, the part is not in: We are 7 months in and no resolution. We have requested a replacement and Viking has refused. This is a $17,000.00 a month rental that the tennant now has an out of the lease due to the ongoing issue. We are requesting a replacement. We have made over 20 calls to Viking with no resolution, except call the Warranty Dept, call Corporate.

  Business Response

  Date: 09/11/2023

  Dear ****,

  Thank you for reaching out to Middleby Residential regarding your Viking range. We are sorry to learn of the issue you have encountered.  We will have a member of our escalation team contact you within 24 working hours. Please have your model and serial number available at time of contact. 

  Sincerely,
  

  Middleby Residential

• Initial Complaint

  Date:08/12/2023

  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.

  My Viking refrigerator’s freezer keeps getting sheets of ice on the floor of the freezer which shuts down the refrigerator and sets off braiding alarms. We use ******* ****** ******* of Manalapan, NJ They came out to defrost it several times. They say that there is not a fix for it.and that it’s a common problem but no way to fix it. Model number **********  , serial number ***************. The refrigerator cost $14,000. I just need a repair. Can’t get it done. Viking recommends Oceanic as their featured repair for my area

  Business Response

  Date: 08/25/2023

  Dear ***,

  Thank you for reaching out to Middleby Residential regarding your Viking refrigerator.  We are sorry to learn of the issue you have encountered. A member of our escalation team will be in contact with you in 24 to 48 working hours for assistance with resolving the matter. 

  Sincerely,

  Middleby Residential
  

• Initial Complaint

  Date:07/14/2023

  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.

  In February of 2021 we moved into a new vacation home (only used seasonally) with new Viking appliances. During the first few years we had a problem with a faulty gaskets on the refrigerator, which were replaced under warranty. In June of 2023, we had a problem with frost in the freezer which caused a blockage to the cooling ducts in the refrigerator. After a $240 service call, we were told that we had to defrost the freezer to remedy the issue. Unfortunately, we had a refrigerator full of food and guests coming for the weekend. We ended up buying an $800 refrigerator to hold us over until the Viking was restored to working order. We have had two Sub-Zero refrigerators in our primary residence for over 22 years with no maintenance and no problems. I would expect the same out of our more expensive Viking refrigerator. Unfortunately, it has been nothing but problems and continues to cost us even more money. When I reached out to Viking, they said the product was out of warranty (by a matter of months) and they could not help us.

  Business Response

  Date: 07/20/2023

  Dear ***,
  
  Thank you for reaching out to Middleby Residential.  We are sorry to learn of the issue you have encountered. We will have a member of our escalation team contact you within 24 to 48 working hours for assistance with finding the best resolution.
  
  Sincerely,
  Middleby Residential

• Initial Complaint

  Date:06/23/2023

  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.

  I purchased a kitchen full of new viking appliances and have issue after issue with the double oven I purchased. It came to us with the glass heating unit inside broke and with glass shards hanging down. Then the first of the clocks we had started filling with moisture. The clock was then replaced. Then a couple years later, the same things happened (clock started filling with moisture and then stopped working). Had this repaired again, then the same issue happened again. So I will be on my units 4th clock. There is clearly a design flaw or issue with the unit we purchased as there is no reasonable explanation as to why we should have ongoing issues like this. In calling Viking, they offer no help, have passed the buck each and every time, wouldnt let you speak to a supervisor, wont give you the corporate phone number or district manager contact info. Even had one guy I just spoke to on the main customer service number tell me there is no record of me ever having service performed when as of today I have had 2-glass pieces where the heating element is replaced, had the springs on the over door replaced, that the glass for the door replaced due to condensation and have had the clock replaced 3 times. How ridiculous is this to have an oven you spent thousands upon thousands on have this many issues and then on top of it, get no help, no customer service not be able to speak to anyone with authority to hear you and help with what is clearly an oven with "ISSUES". Extremely disappointed in viking. I waited decades to be able to have chef quality top notch (at least in theory) appliances and to go through this is horrible. I spent about $30k on my appliances and am beyond frustrated and in disbelief that this company treats their customers like this.

  Business Response

  Date: 06/29/2023

  Dear *****,

  Thank you for contacting Middleby Residential regarding your Viking oven. We are sorry to learn of the issue you have encountered. 
  Middleby Residential will be glad to honor the warranty in accordance with the warranty in your use and care manual. Unfortunately, with the unit being twelve years old, there is no warranty we can honor on a repair. Nevertheless, we will have a member of our management team contact you to discuss. Please have all your repair receipts available for review.
  

  Sincerely,
  Middleby Residential

• Initial Complaint

  Date:04/11/2023

  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.

  I have a Viking Refrigerator that is, and always has been, a piece of junk. Among other constant and apparently unfixable problems, I keep the large fruit and vegetable drawer at the highest available temperature setting. Nonetheless, the fruits and vegetable that I put in the drawer freeze. I have had factory authorized Viking repair technicians make numerous attempts to fix the freezing problem. After spending wheelbarrows full of money to have the freezing problem fixed, the only thing that has changed is my bank account. It has been reduced by the wheelbarrows full of money I paid to have the freezing problem fixed. Nonetheless, the freezing problem has not been fixed and there has been no improvement. Anything put into the fruit and vegetable drawer freezes despite the fact that the drawer is kept at the highest available temperature setting. I have called Viking on several occasions, and they did not provide any help or tell me where I might get someone to fix the freezing problem and did not give me any information on how to get the freezing problem fixed.

  Business Response

  Date: 05/02/2023

  Dear *******,
  
  
  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn of the issue you have encountered.  We are forwarding your information to an agent to contact you regarding the matter.  
  
  
  Please have your model & serial number available, along with the repair receipts you have paid for on the unit to review at time of contact. 
  
  
  Sincerely,
  Middleby Residential 

• Initial Complaint

  Date:04/03/2023

  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.

  I purchased a brand new Viking Stove, the stove was defective and was missing a part. After callingcustomer service they order a part. The repair man made an appointment and showed up, my son had an emergency that day and was not at home. We rescheduled the appointment, I was told that they will charge $100 to come back out again. I requested to waive the $100 fee since I paid $18,000 for the Range and the hood and it was delivered in-complete, I was told to e-mail the request directly to Mr.* ******* service manager for the repair department. I sent him an e-mail, left him multiple voice messages, I never got a respond back from him. When I called the service department to complaint they told me that he never respond to any e-mail or phone calls of such matter, I was told to pay $100 or their is nothing they can do about it since only Mr.******* can resolve this matter. I am very disappointed with such a service and asking to be reimbursed back for the $100 that I have been force to pay.
  Regards
  ******** *****

  Business Response

  Date: 04/04/2023

  Thank you for contacting Middleby Residential Mohammad,

  We are sorry to learn of the issue you have encountered.  A member of our service team will be in contact with you in 24 working hours to discuss the matter further with you.

  Sincerely,
  

  Middleby Residential

• Initial Complaint

  Date:02/22/2023

  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.

  Purchase Date:9/14/20
  Type of Appliance: Refrigerator
  Model Number:**********
  Serial Number: ***************
  
  Problem: The hinges holding the dairy doors have broken. The first one broke a few months ago and the second broke this weekend. There must be a defect in these little plastic hinges because we barely use them. My kids can't reach them so I know it's not them. A replacement dairy bin is hundreds of dollars.
  
  I tried to file a complaint through their customer service portal but they informed me that the refrigerator is out of warranty.
  
  This is a $10,000 refrigerator and it's only 2 years old. This should not happen to the dairy bins. There is clearly something wrong with their dairy bins and they will not take responsibility for them.

  Business Response

  Date: 02/27/2023

  Dear *******,

   

  Thank you for contacting Middleby Residential regarding the dairy bin in your Viking refrigerator. We are sorry to lean of the issue you have encountered.  Your information has been forwarded to our escalation team and a member will contact you in 48 working hours. 

   

  Sincerely,

  Middleby Residential 

• Initial Complaint

  Date:02/02/2023

  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 purchased Viking stove (paid $18,000) over six months ago and reported gas leak within a few days after it was installed. Gas company checked and confirmed the leak. After five attempts to fix the leak (delivery crews (!) were sent instead of repairmen each time) finally a repairman was sent about two weeks ago and confirmed ongoing gas leak coming from the range. He could not fix it. We were promised immediate resolution of this life threatening /health hazard emergency multiple times in the course of OVER SIX MONTHS by the company representatives with zero results.

  Business Response

  Date: 02/03/2023

  Dear Ms. ********,

  Please accept our apology for the issue you have encountered. We will have an agent to contact you within 48 working hours with an update on your service arrangement and to work to ensure the repair is completed.

   

  Sincerely,

  Middleyby Residential 

• Initial Complaint

  Date:01/31/2023

  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 home with a Viking range and oven. The range doesn’t light without using a lighter. Some of the ranges click while another is in use. The convection fan stopped working, temperature indicator light for the oven is falling out of its place, the knobs for the range also pop off. I’m very disappointed as Viking is supposed to be top of the line.

  Business Response

  Date: 02/03/2023

  Dear Ms. *******,

  We are sorry to learn of the issue you have encountered.

  Please
  click the link *********************************************************************************************************** to find your closest authorized service agent to arrange a service call or
  locate the model and serial number on the unit and contact customer care at
  800-241-9152 option 3 for further assistance with a service provider.

   

  Sincerely,

  Middleby Residential