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:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Midea dishwasher in July of 2022. Within just a few weeks the dishwasher would flash delicate and would not work. I contacted Midea for service. They created a service request, about 2 weeks later someone came to look at the unit. They said the door latch was broken even tho it wasn't and ordered a new latch. Service never, ever came back to install the door latch. The dishwasher would work intermittently and then flash delicate again. With the problem continuing, I contacted Midea once again someone new came back out and decided to order a water pump. No one ever came back to install the water pump. Don't forget the door latch is still not installed I contacted Midea once again because when I opened the dishwasher the dishwasher lost all power! The door is also very hard to close, it no longer soft closes like it did once before. I contacted Midea on 12/22/22, now on 12/29/22 I still do not have an appointment for service. I did however, purchase a store warranty, BUT it does not start until the manufacture warranty expires, so that is not helpful. I have been working with Midea over 2 months trying to get my dishwasher fixed!!

  Business Response

  Date: 12/30/2022

  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, it appears that the authorized service center has been trying to schedule a service date and time with you but has been unsuccessful thus far.  It does indicate that the water pump will need to be replaced and that the part was received on 12/26.  Please reach out to the service center directly or contact our customer service department to arrange a service date and time.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 12/30/2022

  
  Complaint: 18659784
  
  I am rejecting this response because: NO ONE HAS CALLED ME. I have called the "service provider" several times. No one answers the phone, I have left several messages and no has called me back. It should NOT be this difficult to get this fixed!!
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 01/06/2023

  Hello *****,
  Based on the information in our system it appears that you've been approved for an exchange back through the original place of purchase.  You should have received a copy of the *** paperwork with the authorization.  If you need a copy resent please contact our customer support department directly.  Thank you for your time.

• Initial Complaint

  Date:12/16/2022

  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.

  Refrigerator purchased October 24th from ****** for a research facility. Per the manual and description of the product, it should maintain a temperature of 2-7 C. After installation, temperature was monitored continuously for 4 weeks to confirm that it would maintain our required range of 2-8C before putting anything in it. It consistently fell below 0C and rose above 9C. We tried changing the internal settings (coldest, colder and cold) as well as the ambient surrounding temperature, maintaining it at the manufacture suggested *****C, however it continued to fluctuate, despite remaining empty with the door closed, with the exception of when the setting was changed. Considering there was no way to get the unit to stay at the advertised range, we would not be able to use it to store research materials, which require strict temperature settings. When customer service was contacted they said that, though the manual and advertising stated it would stay between 2-7C, per their technicians, there was no way to actually guarantee that it would and that it probably shouldn't be used to store temperature sensitive items. I was told to contact the store where it was purchased and try to return it through them and if that didn't work to call back. I called the store, their return policy was the return request had to be made within 48 hours of delivery. When I called customer service back, I was told the warranty did not cover this problem and that the unit was functioning properly. I asked to have a technician sent to check it out and was told that was not an option. When I asked to speak to a supervisor or warranty specialist, someone that I could submit a warranty claim to in order for it to be reviewed and considered, I was told there was none and that any representative was going to give me the same information and that I was free to call back to the same number and speak to someone different but none of them would be able to help me or tell me anything different.

  Business Response

  Date: 12/20/2022

  Hello Tasmin,
  Thank you for contacting us regarding your freezer.  Based on the information you've provided, in conjunction with what we have in our system under case number *********, the information you received previously is correct.  Our freezers are for residential use and are not medical/commercial grade systems. Due to the fact that the air temp will fluctuate above and below the set temp during the normal cycling of the unit and will vary from shelf to shelf, it will not keep a constant temperature throughout all of the time. Regrettably, our freezer will not be able to meet the medical/commercial needs your looking for based on your statement as to the use of the product.  Since the product is working as designed, there are no warranty options available and we would not be able to process an exchange or refund.  We apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 12/20/2022

  
  Complaint: 18580232
  
  I am rejecting this response because: Fluctuations are expected, however, they should be within the claimed range not just be allowed to fluctuate indiscriminately. Per the product manual and advertisements, the range should fluctuate between 2 and 7 degrees Celsius. As it is consistently reading above and below the given range, I do not agree that the unit is functioning as designed or advertised.  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/30/2022

  Hello Tasmin,
  Thank you for contacting us regarding your freezer.  Although you disagree, the information you received previously is correct.  Our freezers are for residential use and are not medical/commercial grade systems. Regrettably, our freezer will not be able to meet the medical/commercial needs your looking for based on your statement as to the use of the product.  Since the product is working as designed, there are no warranty options available and we would not be able to process an exchange or refund.  We apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Customer Answer

  Date: 01/05/2023

  
  Complaint: 18580232
  
  I am rejecting this response because: it does not resolve the issue and does not address the false advertising that led to the purchase of the unit. Regardless of the purpose of the device, it is marketed as a unit that holds a specific temperature range, which it does not, therefore, it is not "functioning properly."
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/15/2022

  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 was sold a defective product. Paid for the install and the dishwasher never once worked. Ive been getting the go-around for almost a month, with countless calls and emails, from Midea and not yet been able to have my issue resolved

  Business Response

  Date: 12/15/2022

  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, it appears that the return authorization paperwork was completed today.  You should have received a copy at the email address you provided.  The retailer should also have a copy of the authorization as well.  If for some reason you have not received it, please contact our customer support department directly to have another copy sent to you.  Again, we apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:11/13/2022

  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 have tried to contact Midea countless of times. This is the second complaint Ive had to make. The first complaint I got my foot in the door until they stopped answering emails too. ***** says they cant do anything, Originally I wanted the washer replaced, now I would rather them come get the washer and get a refund. A warranty was purchased at the the cash out when I got the washer and nothings been done to uphold the warranty. Not once have I been able to do a load of laundry without it stopping at least 3 times. If it doesnt stop, then it doesnt drain.

  Business Response

  Date: 11/28/2022

  Hi ***********, 

  Thank you for reaching out and bringing this to our attention. We're very sorry to learn about the issues you've had with your washing machine. 

  After review, we've been able to find your customer support case from this past June 2022, at which time our customer support team authorized a "return goods authorization", which would be used toward exchanging your unit for a new product. 

  Have you exchanged your unit since this RGA was authorized this past June?

  Thanks,
  Midea

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased refrigerator from lowes in May. Never dispensed water. ***** states it's not under the warranty we purchased but the warranty from Midea. Reached out to Midea. Took a while to get a technician to us. Technician claims it's a bad filter. Filters are on backorder until August. We purchase one in October and install it. Refrigerator still not dispensing water. Called Midea back. Technician TEXTS me over a week later claiming they had been trying to get in touch which was a lie. I call their number which requires you to leave a voicemail. I also text back that I left a voicemail. Never heard back. Got calls from Midea asking ME has the technician came (INSTEAD OF CONTACTING THEM). They cancelled the service ticket claiming I was unresponsive to the technician...THE ONE THAT NEVER TRIED TO CONTACT ME! So they made another ticket and I told them I wanted a different company. Midea claims she "would need to see if they could use a different technician" (which if they aren't doing the job that shouldn't even be a question). She says she will call me and let me know. Once again never heard from anyone. Called again today and the woman on the phone had the AUDACITY to get smart with me after she put me on hold (I guess she thought I wouldn't notice it got silent). I asked for her supervisor because that ****** me off. He comes on the phone with the same song and dance as the many others I'd spoken to before (at this point he was rep **** He is claiming the same thing as the women from last Thursday. At this point, I want a new refrigerator all together...one that doesn't involve midea customer service!

  Business Response

  Date: 11/09/2022

  Hello ********,
  Thank you for contacting us regarding the situation your experiencing with the refrigerator.  Based on the information you've provided, we contacted our field service manager and he states that he will be handling the service call himself to resolve the situation.  Thank you again and we apologize for any inconvenience this situation may have caused.

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/04/22 I called about an issue with my washer leaking all over. Midea asked me for a bunch of information and some pictures that I got to them the same day. I did not hear anything back so I called them on 10/18/22 and they told me a claim had been approved and that I would be sent a refund. I emailed them and asked how long it would take to receive my refund and ****** responded that it would take ***** days after a check had been generated. I asked how long it would take for a check to be generated and she replied 2-3 days. I called on the 24th to make sure the check had been generated and sent out and was told it was created on the 20th but not sent out yet. I emailed ****** on the 26th and she said the check had not been sent out yet so I called in. When I called in on the 26th they said ****** was wrong and that the check was sent out on the 26th and that I will have the check by the 2nd. I was not very happy so I asked to speak to a manager because of all the conflicting information and a feeling the check had not been sent out and they would not let me speak to a manager. I called back and spoke to a second person and was told once more the check would be here on 11/2/22 and they also would not let me speak to a manager. Called a third time and got a manager and they also told me the check would be here on 11/2/2022. I called in today 10/31/22 because I still had a feeling that no check has been generated or sent out and they are telling me it has but are now telling me I won't get is till the 8th or 9th. And was told if it still didn't come I would have to wait even longer.There are tones of complaints on here about the same exact issue and all I want is my check for a defective product.The claim number is ********* I am done playing this game with them and just want my refund when I was told 11/2/22 and not have every time I call to be told it will take longer or that they are sorry for someone giving me the wrong information.

  Business Response

  Date: 11/01/2022

  Hello *****,
  Thank you for contacting us regarding the situation with the refund.  Based on the information you've provided, in conjunction with what we have in our system, the resolution provided to you is correct.  There appears to have been delays in the approval process which extended our general processing and overall turn-around-time.  After being approved, the check was then sent out on 10/25/2022 and generally takes **** business days to arrive. This means you should be receiving the check around 11/08/2022.  If for some reason the check hasn't arrived by then, please contact us right away so we can investigate further.  Again, we apologize for the delay and inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:10/15/2022

  Type:Customer Service 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 Vissani refrigerator on May 28, 2022 at *********** Vissani is under the Midea name so when I called customer support, it was **********************. When I set the refrigerator up, within a few days, I noticed it would make a loud popping noise. It would happen randomly and any time of day or night. At night when it's quiet, I noticed the refrigerator would make a humming noise and then the popping noise. Immediately after the popping noise, the humming would stop. Later, it would happen all over again but it's random and hard to tell when it happens. I finally called and spoke to a rep who told me I would get an email and I should follow what they say. I did receive an email and they told me I would need a photo of the serial number and a video of the popping noise. I sent them a photo of the serial number and told them it would be impossible to make a video. I would have to set up for possibly hours, go through the hours of video until I found the part with the popping noise. They repeatedly asked for the video as if they didn't read what I was saying. After about the 3rd or 4th time of telling them the popping noise was too random, they sent a message saying the popping noise was "normal" and there was nothing more they could do for me. I told them it was on warranty and they said "it's normal" so warranty doesn't help. I told them I was never told it would make a random popping noise. If it's "normal", why wasn't it put in the description? They wash their hands of it. This is not acceptable. I want a replacement or someone to come out and fix it. This can't be normal.

  Business Response

  Date: 10/20/2022

  Hello ********,
  Thank you for contacting ** regarding the situation with your refrigerator.  Based on the information provided, in conjunction with what we have in our system, the resolution previously provided to you is correct.  The sound being produced is considered to be normal and is caused by the circulation of the refrigerant within the unit.  If you would like we can arrange a service call to have the unit evaluated but due to the fact that sound happens sporadically, it may or may not occur during the tech visit and result in a no problem found resolution. As stated previously, the unit is operating within standard manufactures specifications based on the information provided.  Please contact us directly if you would like to arrange a service visit.  We apologize for any inconvenience this situation may have caused. Thank you for your time.

• Initial Complaint

  Date:09/29/2022

  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 Midea washer and dryer set beginning part of the year after about three months the washer stopped working lid would not open kept flashing fd for months we were without a washer midea service person said they did not have anybody in our area to come out to fix it we went through lowes but the warranty said somebody from midea had to look at it first, they finally had someone to call and on several different days came up with different reasons of why they could not come after over a month with no washer I asked what needs to happen to get this fixed the guy said I was aggravating him , nobody was coming to fix it and hung up. Lowes finally let us switch the machine out for a new one and now two months later this one is doing the same thing was told we again have to go through midea sending someone to fix it, however we have started off the same way again someone was come in two days and now its been over a week no call no show when we called we were told a technician would call back as of yet still no call this business does not honor its warranty we paid extra for and customer service is disgusting.

  Business Response

  Date: 10/06/2022

  Hello *****,
  Thank you for contacting us regarding the situation your experiencing with the washer.  Based on the information in our system under transaction number *********, service was setup for 10/5.  We're sorry for any inconvenience this situation may have caused.  Thank you for your time.
  

  Customer Answer

  Date: 10/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the companys response and thank you BBB for getting prompt service activated through your help Im disturbed that theses extreme measures going through your site is the only way to get something we paid for done in prompt time again thank you BBB.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see attached

  Business Response

  Date: 10/12/2022

  Hello ******,
  Thank you for contacting us regarding the current situation.  Based on the information provided, in conjunction with what we have in our system, the information provided to you previously was correct.  Due to the product being outside of its manufactures warranty, you would be responsible for any and all repairs as well as locating a service center.  Although we currently do not have any authorized servicers in your area, we were able to locate some that might be able to assist you.  Keep in mind, these service centers are not affiliated with us.  Again, we apologize for any inconvenience this situation might have caused.  Thank you for your time.

  Here are the top 3 results for **********, **
  

  ********************** (**********) - **************
  Sears Appliance Repair (**********) - **************
  ******************* Solution (*********) - ******************

• Initial Complaint

  Date:09/21/2022

  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.

  Purchased a new Midea slide-in range from a local big box appliance store in February 2022. The appliance(s) were not delivered to my residence from the store until late May 2022. Installation of appliance(s) happened in late June 2022 or early July 2022. Up until that time, all appliance(s) remained in their original boxes and were kept in the living room & dining room of my newly constructed home. When the appliance(s) were unboxed & installed, they were installed by licensed professionals. I moved back into my residence mid July 2022. I began to faintly smell natural gas coming from the kitchen; though infrequent during that time. I had also contracted Covid late July/early August and my sense of smell was affected. I've since regained my sense of smell. A couple of weeks ago, I recognized the smell of natural gas coming from my kitchen, the smell was stronger at that time, causing my eyes to burn. Had a friend come over to confirm the smell of gas before placing an emergency phone call to the gas company. A DTE technician visited my home within the hour and confirmed there was a gas leak coming from my new slide-in range. The technician confirmed the gas leak was due to a defective gas regulator on the Midea range. I have a work order from DTE gas company.I placed a phone call to Midea to report my defective appliance. Since the appliance in question is still under manufacturer warranty, I assumed the call would go smoothly; instead I got the run around. Unfortunately, I was told in so many words "not our problem." The representative I spoke with stated "we think the appliance may have been damaged during installation." Personally, I doubt that. I again reiterated, the appliance(s) were installed by professionals.I'm filing this complaint today in hopes of a resolution. I'm currently without an operable range. I'd like my appliance repaired via warranty. I'm hoping BBB can assist.

  Business Response

  Date: 09/22/2022

  Hello ****,
  Thank you for contacting us.  We're sorry to hear that your experiencing an issue with the range.  Based on the information you've provided, in conjunction with what we have on file, it appears that we are waiting for additional information and documentation from you so we can proceed with confirming what available accommodation there might be for your case.  Please forward a copy of the original purchase receipt/invoice, copy of the paperwork from the gas company with their findings as to the cause of the gas leak, and picture of the products model & serial decal, we will continue to assist you much as we can in getting the situation resolved as quickly as possible.  Thank you for your time.