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:01/26/2023

  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 refrigerator and during the first few months the interior LED lights were intermittent. We contacted Viking customer support in October 2022. Viking agreed to warranty the issue and referred us to *** ******** ********* for repair of the LED lights. *** ******** contacted me and told me that the issue is the lighting transformer/power units that are faulty. *** ******** then told me they put an order in for the parts with Viking. I have been in contact with Viking but they will not tell me if the parts are available or back ordered. They will not provide me or *** ******** with an ETA on the parts for the repairs.
  
  When we purchased our Viking kitchen we knew that the premium price was for quality products. We were hoping the same for the warranty and customer service.
  
  I would like Viking to simply give me a description of what the problem is with the lights and/or transformer/power unit, an expected delivery date on the parts. I would like Viking to ensure that *** ******** has the right parts and understands the issue and has a clear resolution.
  
  Thank you, **** **********

  Business Response

  Date: 01/27/2023

  Dear ****,

  Please accept our apology for the delay in completing the repair. A member of our service team will follow up with the parts department part to ensure the part is shipped and will be in contact with you in 24 to 48 working hours.

   

  Sincerely,
  

  Middleby Residential

• Initial Complaint

  Date:01/16/2023

  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 new 48" wide refrigerator in 3/2021 as part of a package of Viking appliances for my kitchen renovation. After getting it installed in my house, it did not work right out of the box (no cooling). My appliance dealer came out and said it had no refrigerant in it. They filled it up and it worked for 4 weeks before failing again. I went through this 3 times and finally was told there is a refrigerant leak and that Viking was going to replace it. Viking approved a replacement in July of 2022. I was told it would take until November to get it to my house. It is January and still no idea when I'm getting a replacement. I've tried contacting Middleby directly and get no communication. I've been in my house over a year and still have no working refrigerator in my kitchen. My appliance dealer has nicely given me a basic loaner fridge that is in my garage. The only thing Viking has offered is to reimburse me $600 to go buy a temporary refrigerator. This feels like a slap in the face. I'm appalled at the lack of response and urgency from Viking. I tell everyone to stay away from Viking refrigerators as they are junk and have no customer service behind them.

  Business Response

  Date: 01/16/2023

  Dear ****,
  
  We are sorry to learn about the issue you have encountered.
  
  We will have an agent contact you in 24 working to help resolve the matter.
  
  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 01/19/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  It's been 48 hours and I still have not been contacted.  This is the issue I have been having, lack of communication and the fact that nobody can tell me when I am going to get my replacement refrigerator.  I don't know how much more patient I can be.

  I've also added a copy of the email correspondence with my "return coordinator".   I haven't received a reply since 12-28 when I was told "I've contacted the warehouse and am waiting on a response".  I don't understand how nobody knows what is going on; or they are refusing to tell me.

  
  
  

  Regards,

  
  

  **** *******

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/23/2023

  Thank you for your Reply ****,

  Again, please accept our apology for the delay. We are looking into the issue again with response delay.  Please let us know if you have not been contacted by the end of the day tomorrow.

   

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 01/23/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I finally heard from my return coordinator.  After 7 weeks of trying to get a date from the warehouse for my refrigerator, i am told "the eta is next week".  Not sure if that means they will ship it next week or if I will get it next week (it is just an estimate).  After all the time that has passed, I will believe it when I see it.  Still no word on any compensation for my Year of no refrigeration.  I will update my BBB complaint when I actually see the refrigerator at my house and it is cooling.  Thank you.

  
  
  

  Regards,

  
  

  **** *******

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/23/2023

  Thank you for your reply ****,

   

  Those are questions that should have been asked to the agent when you were contacted.  Please feel free to reach out to her with any question you have now that communication has been established.  
  

   

  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:01/10/2023

  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 recently bought a house that has a Viking range and refrigerator. These appliances and Viking's customer service have been terrible.
  
  Upon moving into my house in September 2022, I noticed that: (i) the oven blower was extremely loud (i.e., I could hear it from the other side of the house), and (ii) the refrigerator was not installed with an anti-tip bracket. Viking directed me to ****** ****** ********* ******* which is a Viking-authorized repair shop. ****** came to the house several times and replaced the blower, saying that Viking manufactured a batch of defective blowers. Each blower was noisier than the previous one. Viking's engineers claimed that the problem was with vibrations in the oven, and recommended that ****** ****** come back to fix the problem. ****** returned and could not fix the vibrations, and then concluded that the problem, in fact, was with the blower once again. Again they replaced the blower, and again this didn't fix the problem. ****** then said that they could do nothing more, and that any further issues with the oven blower would have to be dealt with by Viking. Additionally, ****** claimed that it was very dangerous to not have an anti-tip bracket installed on the fridge, but for ****** to install an anti-tip bracket would cost over $500, and that Viking should have a record of who installed the refrigerator incorrectly.
  
  I got in touch with ****** ******* at Viking/Middleby, who initially seemed to want to help. He promised to look into the situation, and said that he would likely be contacting another Viking-authorized repair company in New Jersey to look at the issues I raised. Regrettably, he ended up simply sending a message to ****** ****** in late November 2022, instructing them to try again to fix the oven. He said nothing about the anti-tip bracket. I responded to ****** that this was unsatisfactory, as ****** ****** has repeatedly failed to fix the problem. Multiple follow-up messages have gone unanswered.

  Business Response

  Date: 01/16/2023

  Dear ********,
  
  We are sorry to learn about the issue you have encountered.
  
  We will have an agent contact you to see how we can assist in getting your repair completed.
  
  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 01/22/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: On January 19, I received an email from ****** ******, stating that "since the warranty has expired back in 2018 we cannot authorize parts and labor, if you would like Oceanic to look at the problem it would have to be setup as a COD."  This email completely disregards the fact that the blowers were replaced, at my expense, in 2022 (with new Viking blowers), and that these Viking blowers have been defective.  It is absurd to suggest that the warranty for a part that was installed in 2022 expired four years before the part was even installed.  

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/27/2023

  Thank you for your reply ********, 

  I am sorry, I will have the agent to review your case again and contact you regarding the matter.  However, please feel free to contact him at 800-241-9152 option 1 to discuss your case.
  

   

  Sincerely,

  Middleby Residential

  Customer Answer

  Date: 02/07/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: In the week since I was last told that somebody from Middleby would be reaching out to me, no one has done so.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/10/2023

  Thank you for your reply ********,
  
  We have reached out to the customer care agent handling your
  case.  Per the notes, he had been corresponding
  with you through email.  The most recent
  note is from today. He is working with the service agent and manager regarding the
  service provider find. 
  
  Again, we are sorry you have encountered an issue, but we
  are sure the customer care agent and manager are working to resolve the matter.

   

  Sincerely, 

  Middleby Residential

• Initial Complaint

  Date:01/04/2023

  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.

  A year ago, I purchased a gas range top and telescoping downdraft for around 6000.00. Very soon after the installation, the burner labels that say which burner you are turning on started to wear off and the knobs started to peel. I called the company and they replace the top range cover but it is still the same design and within a week the labels started coming off again. This is a poor quality, poorly designed cooktop and despite my best efforts to use a soft cloth for any cleaning the labels are fading. The repair person who replaced the metal top said he had seen this before and agreed is was cheaply made. I am looking to get my money returned for the cooktop and downdraft and installation so I can purchase a better quality cooktop. I am very disappointed in the amount of money I have paid to have such poor quality

  Business Response

  Date: 01/16/2023

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

  
  Middleby Residential will be glad to honor the warranty according to your Use & Care manual, which is for repairs on the appliance, not a refund.  The graphic used on this model is the same we use on all of this models.
  
  

  Nevertheless, we will have an agent contact you in 24 to 48 working hours to discuss the matter further.
  
  Sincerely,

  Middleby Residential

• Initial Complaint

  Date:01/02/2023

  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 a fridge, microwave , double oven , range and two dishwashers from Viking in Nov 2021. We have had nothing but problem and are not able to use our appliances half the time. The certified repair company is good but there is only so much they can do. We just spent the Holidays without DW and one of our ovens working. I cook a lot and this is so hard on us, We spent a lot of money and we are not getting the quality items promised. Please tell people to be careful before buying from this company. It will be a long and hurtful adventure for them.

  Business Response

  Date: 01/16/2023

  Dear ***** And *******,
  
  We are sorry to learn about the issue you have encountered.  We will have an agent contact you to help complete the repair of the appliances.
  
  Sincerely,
  Middleby Residential

• Initial Complaint

  Date:01/01/2023

  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.

  I own a 36 inch Viking Stove that is 12 years old. The oven quit working in 2020. I was unable to find anyone locally to repair it and had to pay someone $500 just to come to the house and look at it. I waited two months for him to come so I was without a working oven for 2 months in the depth of the pandemic. Going out was not an option then. The oven was repaired ($900 total bill). Over the New Years' holiday, in the middle of a dinner party my oven quit working again. Yes, right in the middle of a dinner. It is the exact same issue. I was not able to cook my dishes for my party.
  
  So my options are - buy a new stove, or see if I can convince this same person to come back and fix it again. Another $900 at least, if he will even come to fix it.
  
  I expect a $7K+ stove to work. I also expect a $900 repair to last longer than 2 1/2 years. When I read the reviews of the Viking stoves today, they are terrible. My story is not unusual so it seems. When I go to the Viking site, they direct me to a vendor who is over 2 1/2 hours away for a repair (assuming they would even come to fix it).
  
  I would expect a company like Viking to keep an army of repair people across the country who can fix the product. This does not seem to be the case.
  
  I would like Viking to send one of their repair people to fix my stove at a reasonable cost. It is doubtful that I will ever purchase another Viking product of any kind based on this experience. But no one tells you when you buy it that is almost next to impossible to have it repaired.

  Business Response

  Date: 01/16/2023

  Dear ***,
  
  We are sorry to learn about the issue you have encountered.
  
  Viking Range tries to have an authorized service provider in areas where service is needed. Unfortunately, it is impossible to have a service provider in every area an appliance is sold. 
  
  We will have an agent contact you to see how we can assist in getting your repair completed.
  
  Sincerely,
  Middleby Residential

• Initial Complaint

  Date:12/05/2022

  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'm a luxury home builder in Arizona and installed Viking appliances in my home 13 years ago. They have been nothing but problems since day one. I have finally reached my limit which has motivated me to write this message. I've ended up living with some things that don't work properly but with such an expensive line of products this should not be acceptable. My most recent problem is the built in refrigerator is frosting up in the back and I'm being told the evaporator is bad and will cost $1500 to replace. Viking is saying the part is a year out of warranty and not offering any help. I have had enough and removing all the appliances and replacing them with another brand. I will never use Viking appliances in any home from here on out. After installing just about every brand out there in the homes i've built, I would recommend to anyone looking for new appliances to consider any brand other then Viking. I hope this helps in your decision process. *** *******
  Arizona

  Business Response

  Date: 01/05/2023

  Dear Kip,
  
  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 would be glad to honor any parts
  warranty according to the warranty listed in your Use & Care Manual.  Unfortunately, the unit is thirteen years
  old. Whereas Middleby has the longest and best warranty in the market on the
  sealed system (12 years limited parts warranty) at some point the warranty does
  end. We are sorry you decided to move to another brand.  Nevertheless, we will have an agent contact
  you as requested.

   

  Middleby Residential, 
  

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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 ordered a kitchen appliance package through a 3rd party company, ******** **** * ******* in Denver, 14 months ago and paid in full at that time. We have still not received the freezer. We have been living without a freezer for over a year. ******** tells us Viking does not give them finite answer regarding this issue. We are at a loss.

  Business Response

  Date: 10/20/2022

  Dear Mr. *********,
  
  Thank you for contacting Middleby Residential regarding your appliances.  Please accept our apology for the delay with the appliances. Your information has been forwarded to our Sales Team for assistance with an update.  Someone will be in contact with you within 48 working hours. 
  
  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau

  Per our email from *** ********** at ******** **** * *******, they will only move forward if we remove our complaint from BBB. 

   

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/07/2022

  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 purchased a Viking refrigerator in January and it stopped working in August. It has been a month and my refrigerator still isn’t fixed and the Viking rep told the company I purchased it from that they would not take it back since it is fixable. Great, but how long does a person have to live without a refrigerator? Their response was to offer a 200.00 reimbursement if I wanted to buy a temporary refrigerator. This refrigerator was 5,000.00 and that’s the best you can do? To anyone reading this don’t waste your money. Buy *** ****, buy ****** buy anything but Viking. I have a dishwasher that I purchased in April and it started to leak. I wonder what their response will be to this. Viking, you want to correct the problem replace the units unless they are junk too.

  Business Response

  Date: 09/15/2022

  Dear *******,
  
  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn of the issue you have encountered. An agent will be in contact with you within 24 to 48 working hours for assistance. Unfortunately, at this moment we are not able to exchange the unit.
  
  
  Sincerely,
  Middleby Residential

  Customer Answer

  Date: 09/15/2022

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: It is now 6 weeks and my refrigerator still is t fixed. How is this acceptable to anyone?

  
  
  

  Regards,

  
  

  ******* ****

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/20/2022

  *******,
  
  
  We at Middleby Residential are not saying six weeks without a refrigerator is acceptable. This is why we work with your service provider to get the parts needed to complete your repair on yesterday. Again, we are sorry you encountered the issue.
  
  
  Sincerely,
  
  Middleby Residential

  Customer Answer

  Date: 09/20/2022

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  Again, while you don’t think 6 weeks is acceptable it took 2 weeks to send the part. Ever hear of overnight shipping? I see you have zero customer service skills since my refrigerator was fixed yesterday I assume you feel you did all you can. How embarrassing! Since I had to suffer 6 weeks without refrigeration I am wondering what Viking is offering for the inconvenience?

  
  
  

  Regards,

  
  

  ******* ****

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/21/2022

  Thank you for your reply *******,
  
  
  Our parts team works diligently to get the parts from the vendors in a timely manner. Unfortunately, with the supply and demand for parts in the market today, there are times when it is not possible to get a part sooner.
  

  Middleby Residential will be pleased to fully support any warranty repair to your Viking refrigerator in accordance with the terms of the warranty as outlined in your use and care manual. However, due to your inconvenience we have extended the warranty on the product. There is no other offer we can extend to you.

  In view of the facts, we are glad to know the unit has been repaired and is working. Again, thank you for reaching out to us regarding the situation.
  
  

  Sincerely,
  
  Middleby Residential

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best Viking is willing to do. Such a shame that I will have to be the ambassador on why you shouldn’t purchase Viking appliances.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* ****

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/06/2022

  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.

  I purchase a complete Viking kitchen 10/8/18. My refrigerator went out on 08/22/22 and I called my normal service provider Viking had authorized for my area ******** Appliance. They informed me they would not service my unit as it was out of warranty.
  I called another appliance repair shop they came out for $179 diagnostic test to tell me the unit needed a sealed unit and that it was covered under warranty. They informed me I needed to call Viking and get an authorization number for them to do the repair. When I did Viking said they won't authorize the company I called and I needed to use ******** Appliance. I informed them they refused to do the work and I have called them twice now. I was given another authorized vendor to call and they also came out to do a diagnostic test and determined the sealed unit was out. We ordered parts, waited, repair day came they tried to repair the system but also found a freon leak somewhere in the unit and that we needed even more parts. As a result the unit is now completely dead. It's been a couple weeks to this point, we have lost a couple hundred in food, and looking at a downtime of a month without a refrigerator . There's no determination to the location of the freon leak as we couldn't find it we are hoping that the pin hole leak is somewhere within the sealed unit once its replaced. I would like my 179 dollars that I had to unnecessarily spend for the 3rd party diagnostic due to the authorized vendor refusing to do warranty work refunded. I would like my food to be replace as the unit was at least partially working on repair day but after trying to fix it the unit was left completely inoperative. The freon leak could be within the sidewalls and if that's the case the unit is not repairable. The unit should be replaced that's what I was told when I purchased it from Best Buy. That Viking typically replaces units if they have major problems. They don't get much bigger than this. The refrigerator is completely dead.

  Business Response

  Date: 09/15/2022

  Dear ********,
  
  Thank you for contacting Middleby Residential regarding your Viking refrigerator. We are sorry to learn of the issue you have encountered. Please have your model and serial number handy; an agent will be in contact with you within 24 to 48 working hours for assistance with a service call. Unfortunately, we do not offer refund on repairs; but, we will work to help resolve the issue.
  
  
  Sincerely,
  Middleby Residential