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:10/11/2024

  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 am writing to express my extreme frustration with Miele *** regarding the repair of my cooktop, which has been out of service for over two months. The cooktop requires the replacement of the glass surface. Despite multiple scheduled appointments with Miele-certified technicians, I have experienced significant delays due to part unavailability and technician **************** initial service request was made on August 6, and since then, the appointment was canceled and rescheduled multiple times due to part delays and technician cancelations. The most recent appointment was scheduled to happen on Oct 10, but on the night of Oct 9, the technician called me and said he didn't have the part. I can't think of any good reason to explain why they don't even have the part, given the appointment was initially requested on August 6, which is more than 2 months ago. I have contacted Miele customer service numerous times to seek updates, but each call has resulted in vague reassurances without a clear timeline for resolution. Given the premium pricing and reputation of Miele products, I expect much better service. The delays and lack of communication have caused significant inconvenience for my family.I am requesting that Miele expedite the repair process, ensure the availability of the necessary part, and send a technician as soon as possible to complete the service. Additionally, I seek compensation for the prolonged delay and inconvenience. For example, we had to spent a lot of money on outside food while waiting for the cooktop to be repaired by Miele. I appreciate your assistance in resolving this matter.

  Business Response

  Date: 10/24/2024

  Hello NJ Better Business Bureau,
  
  Thank you for making us aware of the customer's complaint and allowing us the opportunity to respond to it. As per our technician's report from 10/17/24, the requested repairs were completed successfully. 
    
  
  Respectfully,
  
  Quality **************** Miele ***

  Customer Answer

  Date: 10/24/2024

  
  Complaint: 22413047
  
  I am rejecting this response because: 
  
  While I acknowledge that the service was finally completed, this occurred more than two months after my initial request. During this period, I experienced numerous cancellations and delays, with little communication or clarity from Miele. This caused significant inconvenience for my family, as we were left without a functioning cooktop for an extended time.
  
  Given the excessive delay, repeated rescheduling, and the overall poor customer experience, I believe ********************** should offer compensation for the inconvenience and the time lost.
  
  I am requesting a fair cash compensation to address the inconvenience caused by this drawn-out and poorly handled repair process.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:09/27/2024

  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.

  I purchased a condo that unfortunately came with Miele appliances. The ice maker in the freezer does not work and Miele has been out four times already. The unit is under warranty and Miele refuses to replace the unit or otherwise address the problem. This is the most unprofessional business I have ever dealt with. I want a replacement unit that has a functioning ice maker, or I want them to refund me in cash the value of the unit. Miele just delays matters and refuses to address the situation.

  Business Response

  Date: 10/02/2024

  Hello Better Business Bureau,

  Thank you for making us aware of Mr. ******** matter. We reached out to the customer to discuss their complaint and were not able to reach them. We will continue to follow up to provide an amicable resolution.

   

• Initial Complaint

  Date:08/21/2024

  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.

  Its been over eight weeks since my washer machine has been broken (June 2024).Two technician from there subcontracting office US Appliances have looked at the washing machine and were unable to fix the machine. I have made six calls to Mieles customer service and I was given the same response that a manager would be reaching out to me. We even reached out to there corporate office and nothing has been done. This machine broke down in less than a year and is still under the manufactures warrantee. I would like the machine fix or replaced as soon as possible, as a consumer I should be given a product that works, if the company cant repaired it then they should replace or return the customers money.

  Business Response

  Date: 09/10/2024

  BBB,

  Thank you for making Miele aware of this complaint. Miele has spoken with this consumer today and we have come to an agreeable resolution.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:07/29/2024

  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.

  This complaint is with Miele customer service, or shall I say their LACK of cs, and their indifference to problem solving. Miele makes quality appliances but buyer beware if anything ever goes wrong. No one at this company seems to place any value on relationships wherther it is the customer or the Appliance store. Specifically, they sell products in my area but fail to maintain accredited repairmen to fix them. Nov 2023 (8 mos ago) we purchased a Miele dishwasher Model G7516SCI. On Friday it stopped mid cycle without draining the water. It is dead...no power. Monday I contacted ******** Appliances where we purchased the unit since it is under manufacturer's warranty and ******** has a relationship with the company. Apparently Miele has terminated their relationship with our local repair team who has serviced my Miele products for 20 years. They now require that I use a team "Atomic Tech" in ******* who cannot come for 13 days (total after it broke). Miele refuses to call Atomic Tech to expedite by service call to this week; refuse to call a team from ********* or Greenville; refuse to allow ***** (previous authorized repair service) and Pui refused to connect me to a supervisor. They refuse to work with ******** on my behalf as well.

• Initial Complaint

  Date:07/02/2024

  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.

  I purchased a kitchen appliance package of Miele appliances and they were installed at the end of May 2024. Upon delivery, the glass on the front of the range was broken and there were signs of damage. The installers later replaced the range entirely. In June 2024, upon first using the new freezer, we repeatedly received alarms and warnings that the temperature in the freezer was above freezing. All of the food in the freezer was lost. Every other day the freezer has a temperature alarm and my manual thermometer shows that the freezer is regularly ***** degrees above its set point. I called Miele to schedule a repair. They sent the request to Happy Home Appliance Repair (HHAR). Using the ticket from Miele, I scheduled the repair with HHAR for June 27. The technician didnt not arrive and the business told me they would have to reschedule. They rescheduled for the following Tuesday, July 2. Upon arrival on July 2, I showed the technician the freezer and he informed me that he was there to repair the range. I told him I didnt have a ticket open for the range as it had already been replaced. He said he couldnt assist with the freezer and was going to leave. After his departure, I received a bill from HHAR for the range repair. Again, I had no ticket for this and they performed no work. I called HHAR and they told me I had to pay since Miele put the range ticket as a billable service call and that I would have to dispute it with Miele. I asked them about my freezer repair and they said they would not complete any additional work until the bill for the range was paid. I then called Miele who told me that the range was repaired in May and they said they had photos. This is impossible as my range was never repaired, it was replaced. The Miele rep told me I was responsible for paying the bill and there was nothing else they would do to help me with the broken freezer. This was by far the rudest and most unhelpful customer service rep I have ever spoken with.

  Business Response

  Date: 07/10/2024

  BBB,

  Thank you for making Miele aware of ********************** matter and providing ua an opportunity to respond.

  Miele has contacted ****************** and a resolution has been provided.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:06/30/2024

  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.

  My Miele oven has not worked since the beginning of this year. Miele Service has been out three times to service it and charged me $2,000 repair it - including replacing the same circuit board twice. It still did not work.The last time the Miele tech was here he recommended we speak to the Miele ********************* and get a new oven because he had little confidence that it wouldn't happen again. He said that Miele Service would refund my $2,000 and that we should purchase a new discounted machine.I have been in contact with Miele - they took all my info and promised that the Miele Resolution team would call me back in 5 days; two weeks later I still have not heard back. I called and they said they would get back to me and it has still not happened.Btw this was a $5000 oven and I have since put another $2000 into it and it is still not working!! I can't believe they took my money and couldn't fix my machine and now they are not returning my calls. I will never buy from Miele again!! Please help!

• Initial Complaint

  Date:06/25/2024

  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.

  Miele can to my house for a service call. Spent time looking at appliances they were not there to service and charged me for it. They said nothing was wrong with the freezer and left. We continued to have issue. They came back. They said there was an issue with the heating coil and to shut it off. They order a part and said I would get water in the freezer. I did not. I requested a senior technician as I felt the previous technician was incorrect. When senior tech came they said there was nothing wrong with the freezer and could not do much because it was shut off as i was told to do. They sent me a bill for what I am not sure. A few weeks latter we had the same issue. Not cooling enough, not making ice etc. I made an appointment and waited another week. They sent the original tech who made the mistakes. He refused to look at the freezer and left. The service is awful. I have zero faith in the appliances.

  Business Response

  Date: 06/26/2024

  BBB,

  Thank you for notifying Miele regarding this matter.

  This consumer is scheduled for a follow up service with a senior technician tomorrow 6/27.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 06/28/2024

  
  Complaint: 21898955
  
  I am rejecting this response because: they have over charged me on the original visit and I am getting a bill for a visit I should have never been charged for.  They came yesterday and said that the problem was the original issue that the part was ordered for .  They now need to come a fifth time.  I have no trust and confidence in the company or technicians. I have asked to be contacted several times and all I get is a voicemail.  
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:06/21/2024

  Type:Delivery 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.

  We purchased a Miele heat pump dryer in 2021/2022 for approximately $1700. We chose this dryer because they are supposed to last at least 15/20 years. We bought the dryer from a licensed Miele dealer, ABT Electronics (order number 0530103EGMX). In January 2024, our dryer suddenly stopped working. We reached out to ABT who said we needed to go through Miele directly so we reached out to Miele. Miele provided us with a Miele approved appliance repair techs (who were great). The appliance repair techs attempted to fix the dryer for us - we paid an additional $950 for a new part and the dryer still doesnt work. Of note, that part took 3 months to arrive - when it initially arrived our appliance repair techs saw that this part was broken upon arrival so they had to resend another part. Weve been without a dryer since January 2024. The appliance repair techs said theyve never seen this issue before since our dryer doesnt give an error message and they said that we clearly have a lemon Covid dryer. We have contacted Miele and the dryer repair folks have contacted Miele to ask for a replacement dryer as we received one that doesnt work. There has been no response from Miele - their customer service has been extremely disappointing. I would like to have our dryer replaced with one that isnt a lemon. We are now out the amount that we paid for the dryer, the amount we paid for the part that didnt actually fix the dryer, and we still have no working dryer. And no response from Miele after multiple attempts to contact them. We need this resolved.

  Business Response

  Date: 06/26/2024

  BBB,

  Thank you for making Miele aware of this matter.

  In searching our system we have found no record of this name, phone number or email address. There is no mention of which service provider was called for service.

  Without this information Miele does not have an opportunity to review and response.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 07/10/2024

  
  Complaint: 21885922
  
  I am rejecting this response because:  Miele has my phone number and email (from this complaint) and has not attempted to contact me to get any further details they stated they need. Per your email, here is the additional information Miele needs:
  
  The repair service provider Miele had us contact and that attempted the repair work was Luwa ******************************* (website: luwaluxury.com and phone number: ************). **** has also called and emailed Miele several times to try to rectify this matter for us since they are unable to fix our dryer and Miele has not responded to them any of the attempts.
  
  As I stated in my complaint, I purchased the dryer from Abt Appliances, a certified place to buy Miele appliances (their website is abt.com and phone: ************). Ive already spoken with *** and they said Id need to contact Miele directly.
  
  I would like an actual response from Miele to discuss this as they sold a product that has not met their reported standards of being long lasting. Or even being able to be fixed ************* repair cant even fix our dryer and has told us we clearly have a lemon).
  
  
  
  Regards,
  
  ********************************

• Initial Complaint

  Date:06/13/2024

  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.

  Prior to buying the most expensive residential clothes washer and dryer in the industry I had questions about rebates and a pre purchase evaluation of Miele's customer service prior to spending over $6000.00. Miele was advertising a rebate of $400.00 per unit on their website. I called their telephone number and reached what sounded like a Spanish person with broken english. I asked about the total height of the units while on their lower drawers. He gave me the width of the unit for some reason, apparently not knowing the difference between height and width. He told me if I wanted an operator that I could understand that I'd have to call back. I called back to get a a **** with the same issue. **** up and called back and got another outsourced operator with broken english who told me he would have to transfer me to a department for "Pro units". The model number I gave him is not a pro unit. When he read back the model number almost every digit was wrong. I corrected him and he gave me the width instead of the height. I asked him about the rebate program and he gave me a telephone number to the "rebate team". I called that telephone number and got an American named ******** who told me she is not the rebate team but works with retail stores. She transferred me right back into the same outsourced system. ****** (from *********) didn't understand most of what I said and began quoting me rebates for Kitchen appliances when I hung up. This is THE WORST CUSTOMERS SERVICE OUTSOURCING that I've ever experienced in my 50+ years. These companies look at their own citizens as pariahs in need of benefits and healthcare and walk over them to third world human rights abusers just to make more money. Every phone line prompted me for a post call survey. They want us to manage their outsourced customers service but we don't get paid to work for Miele. 2cents of customer service for $6000.00+ worth of appliances? Someone in higher management needs to be fired.

  Business Response

  Date: 06/24/2024

  BBB,

  Thank you for making Miele aware of this matter.

  Miele attempted to contact this consumer today and a voicemail was left with our contact information.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:06/03/2024

  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 ordered a Miele speed oven, which has never worked. We've been attempting to resolve the issue (repair or replace) for the last 6 weeks. At this time, there is no plan for resolution; I'm repeatedly told it's being worked on and we'll get a call back. We've been tossed around from department to department, with various case numbers but no call backs or resolutions.

  Business Response

  Date: 06/14/2024

  Hello NJ Better Business Bureau,

  Thank you for bringing this issue to our attention. Our system notes indicate ****************** was contacted by a representative on 6/5/24 to advise of a resolution to their matter.