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: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.

• Initial Complaint

  Date:09/12/2022

  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.

  Bought a Midea Refridgerator on June 9, 2022 and also bought the extended warranty.On September 6, 2022 issued a claim because the refridgerator was beeping and showing code E5 which we looked up and it is a defrosting sensor. Were issued a claim number ********* and told they would have a technician contact us for repair. Did not received a call. Called back Midea on September 7, 2022 and was told yes they have the claim, but were having computer issues so claim was not issued to a technician and they would process it. On Thursday September 8, 2020 at 10 pm received an email stating that we the customer could contact Fleet Appliance Repair to get an appointment set. We called Fleet on Friday morning and were told by Fleet that first off, we the customer should not have been calling for an appointment, Midea should and that they no longer do warranty repair for Midea. On Friday afternoon we received a call again from Midea asking questions about the claim and we were told they would call us back. As of today, September 12, 2022 we still have not gotten the repair made nor have we received any calls from Midea about repair. This unit is only 3 months old and under original warranty and we also bought an extended warranty. On Friday afternoon after not getting a response to issue we went to Lowes (where the appliance was bought) and were told they couldn't help us (this will be a separate BBB claim)

  Business Response

  Date: 09/23/2022

  Hi ********, 

  Thank you for reaching out and bringing this to our attention. We are terribly sorry about the issues you've recently encountered with your Midea refrigerator, as well as any miscommunication with our customer support team. 

  We have followed up with ********************** who has confirmed that they do still work on Midea products, but are unable to offer a service at this time because they are fully booked with other appointments in the near future. 

  Therefore, our customer support team has issued a Return Goods Authorization, which may be used to exchange your refrigerator at Lowes. Our records show that our team emailed a copy of your RGA form on September 13th. 

  At the time your new unit is installed, the team installing your unit should haul away the current unit back to Lowes. 

  Please let us know if you have any questions. Again, our apologies for any inconvenience. We appreciate you patience and support!

  Best,
  Midea

• Initial Complaint

  Date:09/10/2022

  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.

  Date of transaction: 6/4/22Amount paid: $399Order number (purchased through ******): 752494944I bought an air conditioner from Midea barely three months ago. Yesterday, it displays the message "EL OC", which they tell me means there is a refrigerant leak. They confirm that this is not due anything I've done. But my only option is an exchange. I had to carry this up 4 flights of stairs and pay $100 to have this installed, and now I will need to have it uninstalled, carry down the old one, bring it back(!), carry up a new one, and pay again to have this installed. I. was sold a faulty product. It did not perform even close to its expected lifespan. Yet Midea faces no repercussions, and I have to bear all of them. Should a company be able to sell non-working products, and the consumer have to deal with the consequences?

  Business Response

  Date: 09/14/2022

  Hello ******,
  Thank you for contacting us regarding the situation you've experienced with your AC unit.  We're sorry to hear that you've experienced an issue that cannot be resolved with service and because of that an exchange back through the original retailer has been submitted on your behalf.  Regrettably, installation and transportation fees are not part of your manufactures warranty.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:08/11/2022

  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 Midea window Air Conditioner August 27 2021 this July 21 2022 the compressor blew I have contacted the company because it is still under 1 year warranty, they refuse to refund or replace the unit

  Business Response

  Date: 08/12/2022

  Hi *******, 

  Thank you for reaching out and bringing this to our attention. We're very sorry to hear about the issue with your air conditioner! We are going to review this case with our customer support team and confirm whether or not this issue is due to a defect with your unit. If so, our team will offer a refund for your purchase. 

  You can expect to hear from a Midea Customer Support agent shortly. Please let us know if you have any questions. 

  Best,
  Midea

• Initial Complaint

  Date:08/10/2022

  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.

  Bought dryer 6 months ago with warranty. Dryer not working and have called and tried to file warranty with no help. This should not be an issue after 6 months. I have contacted lowes regarding the purchase with no help. I am asking for a refund of purchase price or for this issue to fixed.

  Business Response

  Date: 08/10/2022

  Hi *****, 

  Thank you for reaching out. We're very sorry about the issues you're having with your dryer! 

  We've been able to find case #*********.The latest notes show that you will be sending in documents that the agent requested (short video and photo of serial number). Once you've sent in those documents we will be able to move forward with your case. 

  Let us know if you have any questions. 
  
  Best,
  Midea

• Initial Complaint

  Date:07/22/2022

  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.

  Purchased a media 15,000btu air conditioner on may 26 2021. I used it from then to about the middle of Oct 2021. Removed it from window for the season. Used for about 5 months. On May 15 2022 I cleaned and checked the unit put it in window.turned on unit and I noticed after about 30 mins the unit was not cooling whatsoever. I contacted midea which they put me thru a few tests they have you do before opening a case with them. The tests didn't help so I then opened a case at that point which I think it was around June 1 2022. I emailed copy of receipt and all items they requested. My order # ********* was given to me when I called about this problem. I think a consumer should get more than 5 months of usage out of an brand new 500 dollar air conditioner! It's really disappointing and at the end of July now and I'm not happy with this situation. ****** S

  Business Response

  Date: 07/25/2022

  Hello ******,
  Thank you for contacting us regarding your situation with the AC.  Based on the information in our system, it appears a refund in the amount of $477.12 has been submitted and approved on your behalf.  Again we'd like to apologize for any inconvenience this situation may have caused you.  Thank you for your time.

• Initial Complaint

  Date:07/21/2022

  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.

  Purchased a portable AC unit made by them from QVC. The unit stopped working after 2 weeks and I contacted them since it we thought they might be able to problem solve over the phone. They agreed the unit was defective and we'd be hearing from them regarding a refund. They assured us we would be contacted by someone, and they said they tried calling but couldn't get through. I've called Arcitc King many times and gave our cell phone numbers and tried to talk to a manager each time, but to no avail. They're stating they've issued a refund for the defective unit but they've no idea when we might receive the refund. I've called at least 5 times and still no idea about the refund. They said they're "backed up" and can't say when we might get it. I don't trust them and it's a lot of money; the purchase price plus tax was over ******. I just called them again, and still, they've no idea when we might get our refund. And no manager was available AGAIN!! And I can't a straight answer about how much the refund would even be for. There's no refund! I think this company is acting under fraudulent, scheming, operations. Please help.

  Business Response

  Date: 07/21/2022

  Hello *****,
  Thank you for contacting us in regards to the situation with the product.  Based on the information in our system, the refund request for the unit price $529.00 + sales tax ****% ($31.74) per POP was submitted on your behalf as of 7/18/22 and is currently in the approval process. If approved, the refund amount of $560.74, which does not include the shipping charges as we do not cover shipping, will be sent to you directly with a shipping time of **** business days.  Again, we would like to apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:07/21/2022

  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 purchased this Midea 12000-BTU DOE (14000-BTU ASHRAE) 115-Volt Black Vented Portable Air **nditioner with Heater Wi-fi ** at Lowes.com My purchase date was 06/14/2022 My purchase price was $699.00 + tax ($48.93) Midea case #********* When I received the unit it did not work properly. The motorized vent (outlet louver) on the unit was broken and did not operate properly. At first I reached out to Lowes where I purchased the unit and they did not have any more of this product in stock and did not know if they would be getting anymore. I registered the unit with Midea and filed a claim. This claim process was through emails. They asked for pictures of the unit and the box so I sent them pictures. Two days later they responded "they would contact me after the files have been reviewed by the respective agent" On July 1st I emailed back saying it had been 7 days and I still had not heard anything, this is now approaching 2 weeks from my purchase date. On July 4th they responded "We apologize for the delay in response. Regarding your inquiry, we recommend returning the unit back to the store for an exchange/refund" On July 8th I emailed them back and said I have been in contact with Lowes and they no longer have this item in stock and do not know if they will be receiving anymore I only want to exchange for another unit I do not want to return and then have to buy a different brand. On July 13th I emailed back saying Hello, I sent an email response 5 days ago and I am still waiting for a reply back. On July 14th they emailed back the exact same response I had got previously "we recommend returning the unit back to the store for an exchange/refund" By this time it (31 days) is already too late for me to return the product to Lowes within there 30 days return policy. I wanted the product I purchased not another brand and I thought Midea would understand that if they take pride in there brand. Due to there lengthy process I am stuck with this broken unit.

  Business Response

  Date: 07/21/2022

  Hello ******,
  Thank you for contacting us regarding the situation your experiencing with the product and service received so far.  Regrettably, we do not warehouse the product so we would not be able to provide you with a direct exchange.  The information you received previously regarding contacting ****** in regards to an exchange or refund would be the fastest course of action to resolve the situation.  We do understand that your just outside of their 30day return policy and they may not ***** your request.  If that is the case, please contact us back directly and we will look into any available accommodations we can provide to assist you.  Again, we'd like to apologize for any inconvenience this situation may have caused.  Thank you for your time.

• Initial Complaint

  Date:07/14/2022

  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 am a property manager for apartment units in Orange County, **********. Four years ago we had an apartment renovated and our contractor installed a Keystone Model KSTAT ****C (owned by MIDEA) 120V, 12K BTU through the wall A/C unit. The A/C unit has a 2-5 year sealed unit warranty and recently failed. MIDEA **************** refuses to honor their warranty.

  Business Response

  Date: 07/15/2022

  Hello *****,
  Based on the information in our system it appears that a refund has been offered due to the issue the unit is experiencing.  Please follow up with our support team directly for additional information.  Thank you for your time.

• Initial Complaint

  Date:07/11/2022

  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 MAP14HS1TWT from Costco.com (item *******) on 6/20/2022, the item arrived on 6/29/2022 and was DOA, the unit does not power on. There was a very small rip in the cardboard shipping box but that should not have caused any shipping damage. I called Midea on 7/11/2022 and was provided case ********* by a very nice and helpful agent, however he told me Midea would NOT be able to help me get a replacement unit, or fix this one due to it being within 90 days of purchase and that I needed to take the unit back to ******* Unfortunately ****** NO LONGER has this item so I cant exchange it. I know ****** will take the item back because their customer service is outstanding, however I would like Midea to honor their warranty and exchange my unit, or replace it.

  Business Response

  Date: 07/14/2022

  Hello ******,
  Thank you for contacting us regarding the situation.  Regrettably, the information you received is correct.  Due to the fact that the unit cannot be serviced or exchanged because we don't warehouse the units. a refund would be the only available option we can provide.  Please contact our customer support team directly if you would like to proceed with this option.  Again, we'd like to apologize for any inconvenience this situation may have caused.  Thank you for your time.