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:05/30/2024

  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 dehumidifier in January 2022. It stopped working in March 2024.The product has a one year total warranty, with a 5 year limited warranty for the sealed system. Everything about the machine works except that it does not remove water from the air, so by process of elimination, it is the sealed system.The company demanded a "certified technician" diagnose the unit, but no certified person is willing to look at this brand.Warranty has been denied.All interactions with Midea have had the BBB A+ logo stamped all over them.

  Business Response

  Date: 05/30/2024

  Hello *****,
  Thank you for contacting us regarding the situation you've experienced with the dehumidifier.  Based on the information you've provided, in conjunction with what we have in our system, the resolution provided previously was correct.  You can obtain out of warranty service at your cost to confirm if the issue is or isn't with the sealed system with an authorized service center (listed suggestions below).  If the issue is confirmed with the sealed system, the limited warranty for that will apply.  If it is not, you will be responsible for any and all repair charges if you elect to continue with service.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

  Authorized ******************************************** Heating & ************ **********
  Angels Heating Cooling, & Plumbing and Furnace Repair: **********
  ********************* Heating & Air ***************** **********
  Meer *************** **********

  Customer Answer

  Date: 05/31/2024

  
  Complaint: 21779294
  
  I am rejecting this response because:

  The cost of having a certified person assess the unit is more than replacing the unit. At this point, the "limited warranty" ceases to be a warranty. Even finding out about the "limited warranty" seems like the original customer service contact made a mistake in acknowledging it existed, since subsequent communication pretended ignorance of it. Both pretending the warranty didn't exist and making the requirements so expensive that it isn't reasonable feel like bad faith. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 06/18/2024

  Hello *****,
  We do understand that out of warranty service can exceed the cost of the unit.  If you choose to get a diagnostic, generally that is included in the final service fee but you would have to confirm that with the authorized service center.  If the issue is confirmed to be under warranty, that will be taken into consideration if you elect to continue with service. You can obtain out of warranty service at your cost to confirm if the issue is or isn't with the sealed system with an authorized service center (listed suggestions below).  If the issue is confirmed with the sealed system, the limited warranty for that will apply.  If it is not, you will be responsible for any and all repair charges if you elect to continue with service.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.
  

  Respectfully,
  Midea
  

  Authorized ******************************************** Heating & ************ **********
  Angels Heating Cooling, & Plumbing and Furnace Repair: **********
  ********************* Heating & Air ***************** **********
  Meer *************** **********

  Customer Answer

  Date: 06/18/2024

  
  Complaint: 21779294
  
  I am rejecting this response because:
  I can replace the unit with a more reputable brand at a lower cost and significantly less hassle than having the non-functional unit assessed and repaired. This isn't a warranty, it's misleading advertising. 
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/28/2024

  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 partner purchased me a new Midea u shaped air conditioner. I used it for only 1 summer ( 2023) ! Which was approximately 3 months of usage. I took it out of storage last week to use. The air conditioner will not turn on at all. I contacted Midea and was told they could not and would not help me because I do not have a receipt. I explained to them that my partner purchased it for me as a gift and he didnt give me a receipt. I also explained that he passed away earlier this year and don't have a way of getting the duplicate receipt. I was told that it was nothing I can do. Me and my baby have no a/c and its so hot inside of my house. The unit isnt even 2 years old yet. It was manufactured in november 2022. I was so dissapointed. this company does not stand by their products at all. i want a repair or replacement for the unit. s/n : 54120300005Q2B1502V0847

  Business Response

  Date: 05/29/2024

  Hello *******,
  Thank you for contacting us regarding the situation you're experiencing with your air conditioner.  Based on the information you've provided, in conjunction with what we have in our system, we will require some additional information to confirm the product is still within it's manufactures warranty before warranty services can be provided.  Regrettably, without the required information (listed below) we will not be able to provide assistance.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

  Required Information:
  Home Address:
  Phone Number:
  Email Address:
  Model Number:
  Serial Number:
  Place of Purchase (If Possible):
  Date of Purchase (If Possible):

   

• Initial Complaint

  Date:05/28/2024

  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 the stick vacuum "Eureka" and it turned out to be defective. Has tried for months to get a replacement through their customer service. Although I was promised a replacement weeks ago, they still do not provide any tracking information and I haven't received any replacement either.They just keep giving promises that they replacement will be sent. It's been weeks and weeks.

  Business Response

  Date: 05/29/2024

  Hello ********,
  Thank you for contacting us regarding the situation with your vacuum.  Based on the information you've provided, in conjunction with what we have in our system, it appears an exchange has been processed on your behalf and we're currently waiting for tracking information on the replacement unit.  Once that information is received it will be provided to you accordingly. We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

  Customer Answer

  Date: 05/30/2024

  
  Complaint: 21769591
  
  I am rejecting this response because:

  this is what Midea has been repeating for 6 weeks now. I need a tracking number in the next 3 days otherwise full refund. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/31/2024

  Hello Katerina,
  We're currently in contact with the exchange department that handles the processing of the exchange.  If for some reason an exchange cannot be completed a representative will contact you directly to discuss alternative resolution options.  Again, we do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

  Customer Answer

  Date: 05/31/2024

  
  Complaint: 21769591
  
  I am rejecting this response because:

  I've been hearing this for weeks.

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

  Business Response

  Date: 06/04/2024

  Hello Katerina,
  We received word from the exchange department that handles the processing of the exchange that the product is currently unavailable and they would like to know if a buy-back (refund) would be an acceptable resolution.  If  so, please contact our customer support department directly for additional assistance.  Again, we do apologize for any inconvenience this situation may have caused.  Thank you for your time.
  

  Respectfully,
  Midea

• Initial Complaint

  Date:05/23/2024

  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 midea washer in November 2022. I contacted them because we were having issues where every spin cycle it would jerk all the clothes to one side and throw an e4 code. Called the company and they said to send them pictures of receipt, video of problem, and pictures of the model number. Sent them the email with above info they requested 3 times. We never got a response. Called back again several months later because the problem got so bad that it would take 8 hours to do one load of laundry in the washer. They said they would send a tech out to fix it. Tech shows up finally and said he had to order parts. A week later he comes back and puts new parts on. The next morning I start a load at 6:50am by 7am it had threw the e4 code and took me until 4pm to do the one load of laundry. I have to balance it out by hand and restart it constantly until it finishes then I can dry it. Called midea back to let them know the problem was not fixed and they said they would send it higher up the chain and let me know something. A week later still no word so I call back again and spent over an hour on the phone for them to tell me sorry but your washer is now out of warranty and we will not be doing anything to fix it. I let them know that I started calling before it was out of warranty and that I have the proof of no replies from them and they said sorry nothing we can do. They cheated me out over$700 for the washer now extra water, sewer, and electricity because of having to start the load over and over again.

  Business Response

  Date: 05/24/2024

  Hello *****,
  Thank you for contacting us regarding the situation your experiencing with your washer.  Based on the information you've provided, in conjunction with what we have in our system, we will require the additional information that was requested.  A new video, different from the one sent in June of last year, showing the issue with the product and the error code will be needed to confirm that the issue has returned after service was completed.  Regrettably, without this additional information we will not be able to provide any additional accommodations.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

  Customer Answer

  Date: 05/31/2024

  
  Complaint: 21750428
  
  I am rejecting this response because:
  
  They told me to send another video before I filed this complaint and when I called to ask questions they told me they wouldnt be able to send another tech out anyway. After speaking with a supervisor they still said that they wouldnt be able to send anyone else out to fix it as they had already did it as a courtesy before. I told them that it still wasnt fixed after the tech came out and they said there was nothing else they can do. This is what lead me to filling this complaint to begin with. It takes 8+ hours to wash one load of laundry and 3 dry cycles due to the clothes not spinning enough water out. I have wasted enough water and electricity already. I am worried if I close out my case that they will refuse to fix it once again. We are a family of 4 living on one income we do not have the means to keep wasting water and electricity to send yet another video for them to deny. We have been dealing with this since June of last year trying to get it fixed. At this point I want to be refunded so that I can buy a washer that actually works and doesnt take all day to wash one load. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/04/2024

  Hello *****,
  The request for a new video, different from the one you sent in June 2023, showing the issue with the product and the error code is to confirm that the issue has returned after service was completed. This additional information will be utilized to see if there are any accommodations we can provide. Regrettably, without this additional information we will not be able to provide any additional accommodations.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.
  

  Respectfully,
  Midea

  Customer Answer

  Date: 06/04/2024

  
  Complaint: 21750428
  
  I am rejecting this response because:
  
  As stated in my previous message when I contacted midea after they requested the second video the manager stated that even with the video they could not do anything to help me which is why I didnt send one after you guys requested it the first time. She stated multiple times that they would not send another tech out to fix it because they had already sent one out. I told her that yes a tech came out but the problem wasnt fixed as the next day it did it again. She said well there is nothing we can do even with the video because we already extended the warranty once to send the tech out. At this point they left me with no solution other than send a video which I was told by the manager wouldnt do any good in the end. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/15/2024

  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.

  Date of Transaction: 04/28/2024 Amount: $887.93 What the business committed to provide: A brand-new refrigerator Nature of dispute: Have had the brand new refrigerator for over 2 weeks now and still can't use it. Was told by service rep that it needed new parts (really? a brand new refrigerator???) And then was told that it would be 5-7 days to order parts and then be repaired. In this situation they should rush the parts and get this BRAND NEW refrigerator fixed ASAP. So now I'm going to have a BRAND NEW refridgerator that I can't even use. And by the way I have went this long without a refrigerator. Very inconvenient.Whether or not the business has tried to resolve it? I purchased this on 04/28 and its now 05/15 Order #: *********

  Business Response

  Date: 05/24/2024

  Hello ****,
  Thank you for contacting us regarding the situation with your refrigerator.  Based on the information you provided, in conjunction with what we have on file, it appears that a Return Authorization (RA) was submitted and approved on May 21st.  The authorization paperwork was sent over to ****** and a copy has been attached to this claim.  Please contact ****** directly in regards to completing the exchange process.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

• Initial Complaint

  Date:04/26/2024

  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 ourchased a heater from them on ******* well twice i didnt know they own peloris two both of the heaters stop working the minute i got them. I was told by a rep that i would get a refund. They never asked what name they just assume it was my screen name and they put the check in that name. I had to call back and tell them the proper name to put the check in. I been calling and calling ever since! Now im being told to have the check sent to another address !? why would i want to do that that means they never sent out a check in the first place. I want them to send my money back for the item i dont want. A replacement i want my money . I will never deal with this business again ! There a horrible company !

  Business Response

  Date: 04/30/2024

  Hello Maahanda,
  Based on the information received from our refund department, the new check# ****** was just printed on 4/26 and is currently awaiting *** pickup. The tracking# *****************.  Thank you for your time.

  Repectfully,
  Midea

  Customer Answer

  Date: 04/30/2024

  [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 response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Maahanda Easte

• Initial Complaint

  Date:04/18/2024

  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.

  Hi Spoke to ****** from customer service regarding a vacuum issue she was super rude unprofessional I would like for someone to contact me about this issue.

  Business Response

  Date: 04/19/2024

  Hello ********,
  Thank you for contacting us regarding the situation you experienced with one of our associates.  We will review your interaction and address your concerns as well as follow up with you.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

• Initial Complaint

  Date:04/15/2024

  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 Refrigerator. Unit was not functioning correctly and froze all products in the fridge. Freezer would not freeze products. Called the company to have the unit serviced as it was under warranty. Company refused to come out without a picture of the ambient temperature of where the unit was stored and also the internal temperature. I asked them to send me. a thermometer so I could take the picture. They stated they would not. I asked if I would be reimbursed for the purchase of this thermometer so I could send them the pictures. They stated it I would not be reimbursed.Midea is not upholding their warranty but putting additional expenses on the consumer to prove their equipment needs to be serviced. It is not stated in the warranty that the consumer has to provide this information nor incur these additional expenses.

  Business Response

  Date: 04/15/2024

  Hello *******,
  Thank you for contacting us regarding the situation you've experienced with your refrigerator.  Based on the information you've provided, in conjunction with what we have in our system, we're setup a service call to have an authorized technician come out and confirm the issue with the product.  Please bare in mind that if the issue is being caused by the ambient temperature of where the product is located, there will be no additional warranty accommodations.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

• Initial Complaint

  Date:03/31/2024

  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 Refigerator with top freezer 3-13-2024 & it was delivered on 3-20-2024. Refrigerator will not cool down below 40 ***************** down to 12 degrees. Called Midea customer service & gave them information listed above about cooling issues. They had a technician come check it. The technician said it certainly was not cooling as it should . After checking apparent causes this issue was coming from, he called the company & was told that 40 degrees in frig & any temperature below 32 in freezer was within Safe zones for food . These figures are way below US *********** temperatures for food safety. The technician said the company was not going OK any further investigation of a problem with unit

  Business Response

  Date: 04/01/2024

  Hello *****,
  Thank you for contacting us regarding the issue your experiencing with your refrigerator.  Based on the information you've provided, in conjunction with what we have in our system, it appears the resolution provided to you was correct.  In the images provided you have what appears to be a meat thermometer inside the unit to measure the ambient temperature but this is not the correct way to measure the actual temperature as it changes when the doors are opened and closed.  The notes in our system indicate that you were informed of the correct way to measure the units temperature which can affect if and when the units compressor goes on or off.  Also, the ambient temperature outside of the unit also can affect if and when the compressor goes on or off.  Also, there were no indications from the authorized service center that evaluated the product that indicated that the product had a faulty compressor.  Regrettably, we would not be able to ***** your request for a refund of the product as it has not been deemed defective or unrepairable by an authorized service center.  We do apologize for any inconvenience this situation may have caused.  Thank you for your time.

  Respectfully,
  Midea

• Initial Complaint

  Date:03/20/2024

  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.

  I purchased a brand new stand up Midea freezer from ****** in May 2023 for $948.45. In December 2023, the freezer completely died. When I called Midea, they organized a tech to come out and evaluate the freezer where they determined it was a faulty compressor and I have the tech report stating this. Midea ordered an auth of return of goods and Lowes picked up and disposed of the freezer, and I was credited the $948.45. I called Midea to begin the process of being compensated for the $1500 worth of spoiled food in my freezer, to get reimbursed since it was a faulty unit. Starting in December and all through until present day, I have made numerous calls, spoke to 2 different supervisors, ********* and *****, who informed me my case was being sent to the product liability department, with some woman named ******. I was also informed on February 19, that upper management has also reached out to ******, in product liability, to escalate my case. I have also sent numerous emails, as well as made about a call a week since December to get a resolution and I have not gotten anywhere. I have sent about 7 emails since December with zero resolution. I was requested in early February to submit all pics of food loss, freezer information, and the tech report. All was submitted. I was then asked AGAIN on March 6 to re-send that information as my case hasn't even been touched. I made a cost of replacement sheet for the food items which is where I came up with my total. Every phone call and email I've sent has been professional and pleasant, however at this point, I am starting to lose my patience. I have not been updated or have I heard a word. The company admitted it was a faulty unit, I had only had it for 6 months, and at this point I am getting the run-around from them with zero help or resolution. All I am seeking is the $1500 in food loss I suffered so I can feed my family and be done with this. I have all email and phone records of dates I called and spoke to supervisors.

  Business Response

  Date: 03/21/2024

  Hello *****,
  Thank you for reaching out. We want to assure you that your claim has been escalated to our claims management team, who is still working through your case. We've requested an update on your case and should receive a response sometime next week. 
  Again, we're very sorry for any inconvenience, and appreciate your patience.

  Respectfully,
  Midea

  Customer Answer

  Date: 03/21/2024

  
  Complaint: 21463375
  
  Thank you for responding. My only option was to accept and close the case or reject response and keep it open, so I had to reject it as I'm still awaiting resolution. Thank you and please keep me updated on progress and resolution. When should I hear from management at Midea as far as a timeline is concerned?

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

  Business Response

  Date: 06/04/2024

  Hello *****,
  Our PL department states you agreed to the settlement offer and that the release to sign and return so the claim can be processed for disbursement of funds has been sent to you.  Just respond to that information and the case will be closed.  Thank you for your time.

  Respectfully,
  Midea

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am waiting to close the open complaint until settlement funds have been received. I have emailed Midea requesting when settlement funds will be disbursed and have not heard an update. Ok to close this case upon receipt of disbursement funds. 
  
  Regards,
  
  *****************