Complaints

This profile includes complaints for Midea America Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Midea America Corp

  300 Kimball Dr Parsippany, NJ 07054-2181

• 

  Midea USA

  20 N Martingale Rd Ste 160 Schaumburg, IL 60173-2427

• 

  Midea America Corp

  1201 East Bell Street Bloomington, IL 61701

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:04/20/2023

  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.

  Eureka vacuum was purchased in 2022 and stopped working. Unit is still covered under the manufacturer's 5-year warranty. I filed a claim with customer service. I spoke with ****** and her supervisor, *********, on 4/20/22. I was told that the current policy is to refund the consumer for the vacuum. I pointed out to ********* that this "policy" is DIRECTLY in conflict with the warranty that accompanied the unit. Instead, the warranty provides that "As a matter of warranty policy, Eureka WILL NOT REFUND the consumer's purchase price." (Emphasis added.) The warranty DOES provide that "Eureka will, at its option, REPAIR OR REPLACE a defective vacuum or vacuum part that is covered by this warranty." (Emphasis added.) When I pointed this out to *********, she reiterated that current company policy is to refund the purchase price.

  Business Response

  Date: 04/21/2023

  Hello *****,
  Thank you for contacting us regarding the issue your experiencing with the your vacuum.  Regrettably, due to the fact that we do not warehouse this product and are unable to service it, the resolution of providing a refund of the purchase price would be the only available option.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 04/21/2023

  
  Complaint: 19960970
  
  I am rejecting this response because:
  
  You are still in violation of the explicit terms of the warranty that says NO refund, only repair or replace. I have no idea what "we do not warehouse this product" means? You don't produce this product any longer? That's fine. I am happy to accept the model most similar to this.
  
  Regards,
  
  *******************

  Business Response

  Date: 04/25/2023

  Hello *****,
  Regrettably, due to the fact that we are unable to repair or replace the product, the resolution of providing a refund of the purchase price would remain the only available option.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 04/26/2023

  
  Complaint: 19960970
  
  I am rejecting this response because:
  
  It is directly in conflict with the terms of the warranty that provides for repair or replacement. It is also directly in conflict with the terms of the warranty that provides that a refund will not be granted under any circumstances.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/19/2023

  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.

  I purchased a Midea microwave through Lowes on 12/3/2022. It was stored in my garage because I could not afford to pay to have it installed at the time. In February when I went to have it installed, upon opening the undamaged box I found the bracket was damaged and one corner of the microwave was smashed in. Being like this it would not fit on any bracket. I contacted ***** they said past 30 days, need to contact the company. I contacted the company several times and did as they asked, I supplied the receipt and pictures to them. After doing all they ask I then reached out to them because I heard nothing back, they said I would have to deal with *****. That it basically not their problem anymore.

  Business Response

  Date: 05/01/2023

  Hello ********,
  Thank you for contacting us regarding the situation you're experiencing with the over the range microwave.  Based on the information you've provided, in conjunction with what we have in our system, we've approved an in-store (RGA) exchange for your original product.  We apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:03/18/2023

  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.

  I had an issue with a Criterion dishwasher so I called the customer support line to find out if there were any fixes I could try and if the product was still under warranty. After the customer support agent explained that it was likely an issue with a sensor on the dishwasher they then asked me to provide proof of purchase, this is where it gets complicated. It was a unique situation in which the product was purchased for our home by the renovators we bought the home from. The agent on the phone requested I provide a receipt. When I explained that wasn't possible due to the aforementioned situation they told me to obtain the original buyer's name and phone number and, with that provided, they'd be able to tell me if the product was: A) registered and B) send out a technician to repair it if it was under warranty. I obtained this information and called back with my case number. The second agent I spoke to said thank you and they'd call back later that day with more details. I never received a call back so today I called a third time. This agent said that the second agent I spoke to registered the product under my name, thus ruining my chances of it being covered under warranty despite me A) not requesting this and B) not communicating that this would be their course of action. At this point I elevated the concern to speak to a superior. The superior then told me I'd have to connect with the original purchaser, have them find or get a reprint of their purchase receipt and then SEND THAT to the help line.I'm filing this complaint because I was given unclear and blatantly incorrect information by their customer service team and the supervisor I spoke with decided to take an attitude with me instead of apologizing for the incompetence of their employees. In short, I will not be purchasing any more Criterion or Midea products at any point in the future seeing as how their customer support is abysmal and incompetent.

  Business Response

  Date: 03/20/2023

  Hello ******,
  Thank you for contacting us regarding the situation you've experienced with your dishwasher and our customer service.  Based on the information you provided, in conjunction with what we have on file, you've been authorized for a onetime free of charge repair.  One of our associates will contact you directly with additional information regarding the accommodation.  We apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:03/13/2023

  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 purchased a washing machine in May of 2022. It has stopped agitating, so it is not cleaning our cloths. I reached out to the store I purchased it from. They were helpful in helping me get with Midea to file a Manufacturer's warranty. I have called and emailed Midea multiple times. After two weeks, they have finally assigned a technician to my service ticket. Midea Told me to reach out to them. The company that is supposed to send out a Technician has no information about the warranty claim. They also don't Service Midea ******* Machines. I called Midea back and they were completely unhelpful, speaking to me as if I am stupid. I have a washer in my house that is about 10 months old that I cannot use. I was told they would call me back but from past experiencing, I will probably not receive a call back or an email. At this point, I just want my money back but from other reviews, unlikely that I will ever actually receive a refund.

  Business Response

  Date: 03/21/2023

  ******************,
  Thank you for contacting us regarding the situation with the washer.  Based on the information you provided, in conjunction with what we have in our system, it appears that the unit is currently being serviced and replacement parts have been ordered.  We do apologize for any inconvenience this situation might have caused.  Thank you for your time.

• Initial Complaint

  Date:03/03/2023

  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.

  Case number ********* Purchased dishwasher from HP ********************** ************************************************ on 10/21/2022 Noticed dishwasher leaking about six weeks ago from date of this complaint. Called Midea customer service at time of noticing *************************** service set up service appointment and two individuals came to house about a week and a half ago from date of this complaint and stated that dishwasher needed a part which they would have to order. Today,March 3,2023,the second appointment was completed as the part was ordered and received. However,today on 3-3-2023,the same individuals who came out the first time are now claiming that the leaking is NOT related to the part,but is instead,related to the dishwasher being installed incorrectly. Therefore,after two service visits set up and completed by Midea, the problem has not been fixed and I still own a dishwasher that leaks.

  Business Response

  Date: 03/08/2023

  Hello *******,
  Thank you for contacting us regarding the situation your experiencing with the dishwasher.  Based on the information you've provided, in conjunction with what we have in our system, the resolution previously provided is correct.  Per your contacting us, we sent out authorized technicians and provided warranty fulfillment on the product.  *********** technicians stated that the leaking issue was a result of improper installation, which is not covered by the manufactures warranty.  Regrettably, we would not be able to provide additional assistance. We apologize for any inconvenience this situation may have caused. Thank you for your time.

  Customer Answer

  Date: 03/08/2023

  
  Complaint: 19536441
  
  I am rejecting this response because:The technicians set up a second appointment with us to replace a part. If they felt it was installed incorrectly,why did they set up a second appointment with us and why did they tell us that they were ordering the part and would call us to install the part when the part came in. The second appointment was to install the part which your company and the technicians stated that they were ordering and would install at the second appointment. It was only after the second appointment that you and the technicians are now saying that the dishwasher does need the part that you initially stated was needed. Therefore,you are basically stating that it is an installation problem after calling us and setting up a second appointment to replace a part. You clearly need to look at your records and be honest about this situation. What was the second appointment with the same technicians for? Look at your records. It was to replace which the technicians stated clearly was needed after they looked at the dishwasher on the first appointment at our house. They set up a second appointment as they stated the part had to be ordered. Only after the second appointment to replace the part which was never replaced did anyone mention that the problem was an install problem. In addition,I believe the technicians left with a piece of the dishwasher as you can see the water lines under the dishwasher which you could not see before they came to our house the second time. 

   

   

   

  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/13/2023

  Hello *******,
  We've contacted our ************* Manager for your area regarding the case and explained the situation as well as the resolution provided by the authorized service center.  Based on our feedback to him, he would like to arrange another service call with a different authorized service center to do another inspection of the unit to confirm it's condition and determine if the issue is due to product malfunction/defect or an installation issue.  Please expect contact from the authorized service center to arrange a service date and time.  Again, we'd like to apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:02/24/2023

  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 bought a Midea Air Portable AC unit for around ******. I ran it all summer great. It became november and got colder so i used the intended heat function as well as it representated as viable option it work great for 4 months. Then one day the heat stopped. So i contacted the company to ask for a manufacturing warranty as it was under a year after my purchase. They not only wont honor it because they first said it has a minimum operating temperature of 40F. So i took it to my dad's factory and put a controlled test in their controlled bathroom tub control booths that they use to stress test products. I set it 45F. I left the product there for 28HRs and ran then plugged it in for 6hrs. No heat came out again. They called me a liar multiple times over this contact period with them. Then i reached out today and they said they will not warranty it and the minimum operating is now 45F because I used it in non ideal operating condition and not installed correctly because i didnt use their specific windows kit that would not work with my windows. I said can you produced the warranty docs saying this they said they are not going to issue a warranty. Not only that no where in their advertising does it state any of these of these facts they gave me nor does it say their warranty docs they wont issue a warranty for these reason. They just keep telling me it is working. How do they know if their not in front of it and see the stats on the room temperature. Completely slimey business. DO NOT BUY FROM THEM UNLESS YOU WANT A UNIT THATS ALMOST $600 TO FAIL AND THEM NOT HONOR A FACTORY WARRANTY.

  Business Response

  Date: 02/27/2023

  Hello ******,
  Thank you for contacting us regarding your situation with the portable AC unit.  Based on the information you've provided, in conjunction with what we have in our system, we recommend contacting our customer support team for additional troubleshooting and provide them with additional information such as image of the unit and images of the error code on the unit.  We can continue to look into available warranty option if the unit is deemed to be functioning outside of it's specifications.  We apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 19494801
  
  I am rejecting this response because:
  

  Do you not think i already did this. I was called a liar and told me everything was fine and then lied to about correct operational temperature tested at the correct operation temperature then lied to again saying it was different after being told x10 times the operations were correct at the temperature. You guys are horrible and dont honor your 1 year manufacturing warranty thats why you have **** stars for complaints for basically all warranty related issues.
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/13/2023

  Hello ******,
  We do have record of your interactions with our customer support team but there are no images of the product or of the unit displaying the E1 error code.  In order for us to provide additional assistance, we will need that information, along with a copy of the original purchase receipt if possible, so we can attached it to your case history. Once received by our customer support team we can continue to look into available warranty accommodation. Regrettably, we will not be able to provide additional assistance or accommodations if we are unable to verify the error on the product. We apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 03/14/2023

  
  Complaint: 19494801
  
  I am rejecting this response because:
  I told them there is no error. It was showing that error because of a failed update of the firmware. there is no error currently. It will not heat up in any temperature. the heat does not work. I cant test the ** either because its too cold to notice. I cant send a picture as there is not currently an error on the unit. I have told all this to the customer service mutliple times.
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/21/2023

  Hello ******,
  Regrettably, without confirmation of the error code we would not be able to provide additional assistance.  Should the error code reappear, please take pictures of the code along with the complete unit displaying the error and contact our customer service department for additional assistance at that time.  Again, we do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 03/21/2023

  
  Complaint: 19494801
  
  I am rejecting this response because:

  There is no error code and the unit is not functioning as intended. So your saying if there's no error code the unit should work? So all parts in your system can be monitor so if anything in the hardware fails there will be an error code. Correct?
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/23/2023

  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 purchased a Midea dishwasher from Lowes and had it delivered to my home yesterday.After installing it the inside lights worked but there was no power to the control panel.When I touched the inside of the unit I was given a 115 volt electrical shock.The unit was wired correct indicating a problem with the wiring of the dishwasher.I called Midea and the customer service and the agent could not even help me because she could not understand english.I had to take a day off to be here for delivery and now I am going to have to take another day off for Lowes to pick it up. As compensation for my time I am asking to purchase the same dishwasher at the same price and for Midea to arrange through Lowes to take care of having it installed.This should only be fair.

  Business Response

  Date: 03/02/2023

  Hello *****,

  Thank you for contacting us regarding the situation you experienced with the dishwasher.  We're sorry to hear that you've had trouble with the product and that it needed to be replaced.  Regrettably, due to the fact that the exchange authorization was directly through ******, we would not be able to offer assistance in either covering or reimbursing delivery/installation charges as they are not part of the manufactures warranty.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:02/14/2023

  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.

  I purchased the eureka NEU182A on Amazon. It is advertised that it comes "With 5 height adjustment; It works well on carpets, **** rug, hard floors etc.; smooth wheels ensures hardwood floors wont sustain scratches or gouges." This is false as the k*** to adjust the height does nothing and is not connected to anything. As well the belt for the vacuum to work breaks all the time and I believe it is done on purpose to make us buy it so often. I use the vacuum for 5 minutes a week, which is very little. There is no reason for the belt to break several times with it being barely used. I am demanding a refund from Midea/Eureka for the false advertisement and scam to sell more belts.

  Business Response

  Date: 02/15/2023

  Hello *****,
  Thank you for contacting us regarding the situation your experiencing with the vacuum.  Based on the information you've provided, in conjunction with what we have in our system, it appears that you were previously provided with a courtesy replacement belt while under warranty.  Regrettably, due to the fact that the unit is outside of its manufactures warranty and there being no known issues and/or defects with the product, we will not be able to ***** your request for a refund of the product.  We do apologize for any inconvenience this situation might have caused.  Thank you for your time.

  Customer Answer

  Date: 02/20/2023

  
  Complaint: 19400928
  
  I am rejecting this response because:
  

  There is a major defect that the band can break with less than 10 hours of use. I use the vacuum for 10 minutes a week. 
  

  There is also the defect and false advertisement that it adjust to different heights and the k*** does not change the height. The k*** is just placed there, when you turn it the height does not adjust. Its not even connected to anything to make the height adjust. You never addressed this false advertisement issue. 

  
  
  Regards,
  
  ******************

• Initial Complaint

  Date:01/14/2023

  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.

  Purchased a refrigerator from Lowes in July 2021. Have had problems with the water/ice dispenser. Tried to reach out to Midea and the warranty had expired. Countless other customers have had the same issues with their refrigerators. Knowing this, Midea still continues to sale appliances that are breaking down. Tried to contact an appliance repair company and nobody will work on Midea Products. This company definitely needs to have an investigation launched.

  Business Response

  Date: 01/16/2023

  Hello *****,
  Thank you for contacting us regarding the situation your experiencing with your units water and ice maker dispenser.  Currently there are no known issues with your unit.  Regrettably, with the unit being outside of its manufactures warranty, the only thing we would be able to do is recommend out of warranty service.  We do value your feedback and will continue to monitor the situation.  We apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 01/16/2023

  
  Complaint: 18813533
  
  I am rejecting this response because:
  There is no appliance tech in my area thats services Midea Products. With the countless other customers having the same issue, there is no wonder you are denying any wrongdoing! Terrible Business Practice. A refrigerator is a costly investment. Had I known I would have had this one for a little over a year, I wouldve went with a more well known brand. ****** Learned. Do not buy Midea products. I will also be letting Lowes know, that they are selling,a product that is faulty  

  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/09/2023

  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 husband bought me a dishwasher made by this manufacturer in August 2022. January 1st it started to malfunction. After starting a cycle, it started humming really loud and wont turn off or run a cycle. It was in the middle of a cycle and had standing water in the bottom. It is hard wired to my electric and so I had to in wire it in order to get the humming to stop..assuming its the pump or motor needing replacement. Contacted Midea to them telling me I would get a call from a tech. Tech #1 called and gave me a date. I couldnt be home and specified I needed nights and weekends. They didnt do that. Called back Midea and they told me that would be tough to find one. Well I think going on my schedule is more than fair as we are a working home and can not afford to take a day off because our 4 month old dishwasher decided to malfunction. Midea told me on 1/2 that it would take a few days to find a tech again. Ok so long as they find one that can work with my schedule. It is now 1/9 and I have had no phone calls. Ive checked in 3x asking if they found anyone and all I get is its still pending. This isnt a hard request to get someone out here to service my dishwasher. It has been 9 days now, the water in the dishwasher is starting to smell and I cant run it! This is not acceptable.

  Business Response

  Date: 01/10/2023

  Hello ****,
  Thank you for contacting us regarding the situation your experiencing with the dish washer and obtaining service.  Based on the information you've provided, in conjunction with what we have in our system, it appears we are still attempting to locate an authorized service center that can do the repair and accommodate your scheduling request of nights/weekends.  We're currently still within the timeframe allotted to locate service and due to the requested service window it is causing additional delays.  If for some reason we are unable to locate service, at that time we will look into additional warranty accommodations and our customer support department will follow up with you directly regarding those accommodation options.  We thank you for your patience in this matter and apologize for any inconvenience this situation may have caused.  Thank you for your time.