Complaints

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

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  Miele, Inc.

  9 Independence Way Princeton, NJ 08540-6621

• 

  Miele Inc.

  680 8th Street Suite 169A San Francisco, CA 94103

• 

  Miele, Inc.

  69 Smithe St Vancouver, BC V6B 1C3

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:09/28/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In September 2016 I bought 5 appliances, extended 5 year warranties and installation for a total of $29,972,88. The appliances were delivered and installed in approximately May of 2017. The prices of the freezer (standalone as part of a pair) was $6,299 plus $195 installation The refrigerator was also this price and a little more expensive to install Apart from minor issues all appliances work fine except the freezer I am going to list many of the issues and note the service calls and work performed, not all as my log was misplaced and I am working on email confirmations from Miele Beginning in November 2019 and running through to April 2021 the freezer was serviced at least a dozen times, the control panel failed intermittently causing the freezer to warm and food to spoil, the icemaker hose malfunctioned and flooded my home. All accumulated I missed weeks of time from work for visits. Items replaced included water filters, water filter brackets, selenoids, control trays, safety valves. After making dozens of calls, waiting for hours and hours on hold, writing a stream of emails and speaking to many well meaning Miele personnel, the freezer was replaced in April 2021. Unfortunately it was physically damaged and did not work. After many more calls, emails and a handful more visits, Miele ordered a second replacement which went in on May 27, 2021.Commencing Dec 3 2021 the icemaker stopped working. Then the freezer. Then another flooding incident. Another approximately 12 visits by both Miele and outsourced techs where selenoids, control valves, control trays, safety valves and other replaced. Still no working icemaker. Again the freezer itself failed again and the water dispenser flooded the kitchen again. More lost work time and spoiled food. Despite multiple email exchanges since May 16, 2022 Miele has done nothing to resolve this. They have replied via email that they are working on it. Damage to my floors has also occurred.

  Business Response

  Date: 09/28/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of ********************* complaint and allowing us the opportunity to respond to it. 
  I have spoken to ********************* via phone and is currently working on assisting her with her matter.
  
  Respectfully,
  
  Quality **************** Miele USA

  Customer Answer

  Date: 10/11/2022

  [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 response made by the business in reference to complaint ID ********

  After months of not responding to me (I originally tried to schedule another service), Miele is saying they are going to try to repair it again and I am to wait for them to contact me to schedule yet another repair attempt.  I have not been contacted yet to schedule  

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

  Customer Answer

  Date: 10/11/2022

  
  Complaint: 18139971
  
  I am rejecting this response because: After months of not responding to me (I originally tried to schedule another service), Miele is saying they are going to try to repair it again and I am to wait for them to contact me to schedule yet another repair attempt.  I have not been contacted yet to schedule  
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/22/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Both of my return items were delivered on 6/17/22. I was refunded for one of the items, but I have yet to be refunded for the other item despite them being delivered at the same time. I have reached out to Miele several times to get my money back ($34.64) and they either don't respond or tell me that it will take another 14 days. They acknowledge that they received the return but I haven't received my money back. It's been over 2 months since they received the return item so there is no excuse as to why I haven't received my refund.

  Business Response

  Date: 09/14/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of ************** complaint and allowing us the opportunity to respond to it. 
  I contacted the consumer, she confirmed she has received her refund of $34.64. QA will be closing ************** file.
  
  Respectfully,
  
  Quality **************** Miele ***
  

  Customer Answer

  Date: 09/14/2022

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

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased countertop coffee maker, CM5510, which arrived 3/22/22. We are a repeat customer of ********************** vacuum cleaners so thought the coffee maker would have the same quality. However, it was clear that the milk does not foam as advertised and you not only have to empty the drip tray prior to making a cup, it requires you to empty in between cups of coffee which is excessive. You spend more time emptying the drip tray than making actual cups of coffee. Also, the coffee is not that hot even though we turned on the pre-brew feature.I contacted Miele CS and ****** (manager) approved return of the unit for a full refund. We returned the unit using the instructions as provided but it was serviced and returned to us. We sent it back and included the email inside the box showing the Return #, etc. for full refund (not a repair). I provided proof of delivery of 6/29/22 to Miele. As of 8/11, no refund and my inquiries are being escalated within Miele. I would not recommend Miele as a company as they have lost touch with their clients and their customer service is horrible.

  Customer Answer

  Date: 08/23/2022

  
  
  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 have received the full credit from Miele as of today, 8/20/22.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/04/2022

  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 a $9,000 refrigerator with which I have been without since March 2022. This is a refrigerator that is only 8 years old.Background In March of this year, I noticed that the refrigerator had stopped working and was not keeping anything cool and would not go below 68f.I called customer service and they sent an engineer who changed the electrical unit for the refrigerator (the freezer works) but he noted at the time that he thought it could be the sealed unit that had failed. This cost me $300.The fix did not work and I called again. The same engineer came again, looked and said it was the sealed unit. He noted that he would let the correct people at Miele know and they would be in contact with me.Three weeks later and I had heard nothing. I called back and asked what was happening. I was told that Miele do not replace sealed units and I was given two telephone numbers of external companies to call.I called Stirling and they said they would come and look. I explained that it was the sealed unit. They came, and agreed with me. I heard nothing for another two weeks. I called them back and they said they were waiting for the part from Miele.I finally, in total frustration, posted a complaint on ******* and was immediately contacted by *********************, ***************** Coordinator who noted that he would look into my issue. After hearing nothing, I emailed and called him and he said that Miele would authorize a new, replacement refrigerator as this should not have happened, or I could have the sealed unit replaced. He noted that it could be 4-6 months to get a new refrigerator, or the sealed unit would be a few weeks. I initially opted for the sealed unit as I am using a college dorm refrigerator and having to go to the supermarket 4-5 times a week.I was then contacted and told I would have to pay labor of $1300. I have emailed customer service and the ***** I have had NO response at all.

  Business Response

  Date: 08/10/2022

  Good afternoon BBB of **,
  
  Thank you for making us aware of ****************** concern and giving us the opportunity to response. We have advised ****************** that due to the refrigerators warranty; Miele will not be providing anything more than what it requires for an 11-year-old refrigerator under the warranty guidelines. There is nothing more that Miele can do for ******************, It is up to him on how he wants to proceed with his service and repairs.
  
  Regards,
  
  Quality **************** Miele ***

   

• Initial Complaint

  Date:08/03/2022

  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 bought a Miele Refrigerator and it broke down in less than a year 5 months to be exact. I had always heard how Miele were reliable products with excellent customer service, but that isnt what Im experiencing right now its literally a fight to get a hold of them and have paid out of pocket to have them diagnose the appliance without repairing or replacing it. Please help.

  Business Response

  Date: 08/17/2022

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of Mr/********************* ********* and allowing us the opportunity to respond to it. 
  Our next step will be to contact Mr./***************** to address their concerns in an attempt to amicably resolve
  their *********. 
  
  Respectfully,
  
  Quality **************** Miele ***

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Miele SET220 wand to replace the one that came with my vacuum cleaner on August 9, 2021. This part is supposed to have a 1 year warranty. I have called Miele multiple times to obtain warranty service, and they refer me to service companies. I have called multiple service companies who say they will not fix this item. I have relayed this to Miele and they just give me more numbers to call some of which are 2+ hours from my house, all say they will no fix the item, some are closed and others don't respond.

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising 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 the top of the line washer WXR860 and heat-pump dryer RXR860, delivered on October 4, 2021. Since we purchased them, we have had one major problem with the dryer and now two major issues (one pending service) with the washer. The machines are lemons. Miele has been dreadful responding to requests for service; the service department is either seriously understaffed or incompetent. Today I called more than 50 times, literally. Every time we have contacted service, we are asked to provide proof of purchase as though Miele has no records. Every time the service appointment is more than a week after the request. This is the third Miele washer-dryer set we have owned. We never had issues like this with Miele before.

  Business Response

  Date: 08/09/2022

  Good morning BBB of **,

  Thank you for making us aware of consumer ********* matter and giving us the opportunity to respond to it. We spoke with the ***** service supervisor on the status of the unit. They have the consumer schedule for service on 08/10/2022 with parts to repair the unit. Once they report back with status of the unit, we will know how to proceed then after. We apologize for any inconvenience on this matter.

  regards,

  Quality **************** Miele ***

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had a dishwasher installed by a Miele ***************** late 2017 after purchasing from a local appliance store. We immediately were not happy with the installation. Just opening the door of the dishwasher to the fully open position would make a loud noise of metal knocking on metal. We. called the concierge service to schedule a return visit to address the noise. This noise was ultimately fixed during the follow up visit, but I am not certain as to how it was fixed. I do suspect the dishwasher was potentially flawed and damaged more during this visit.Next, in November 2020. The door of the dishwasher would not ************ the door could not close. I called Miele Customer Support and they sent a technician. The technician took out his phone and started to take pictures of the dishwasher door just at the base where the door hinge is located. The door was damaged and the unit had never been serviced since the original resolution by the concierge service. The damage was to the stainless steel cover was not flush with the door frame and is bent in a weird way to suggest someone had trouble fitting the door. In August 2021 we almost had an electrical fire with our dishwasher. Thank goodness we were home. During the cycle, the dishwasher made a weird noise and as I approached I could smell a strong odor of electrical smoke/fumes. Theunit would not manually turn off so I pulled the plug. Ultimately a new technician arrived and inspected the dishwasher. This technician was able to remove the door and observed a fried computer board with a crack. The technician also commented dishwasher was not installed properly.After several calls w/ Miele Customer Support, I did everything they suggested and documented the history and sent them the information. Still no one has called after 6 calls to their support. They even had the gall to say they didn't install it even though we have a record; as if we made up the term Miele *****************