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:03/15/2024

  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.

  Case ********* - I contacted customer service before our warranty ended wanting to purchase the 5 year extended warranty. We had a 6 month delay to move in the house after the appliances were installed. With that, I only learned that the extended warranty has to be purchased in the first year of installation and I was prohibited from purchasing when I even found out such warranty existed. My whole house appliances, particularly the freezer but not only the freezer, were having issues and had needed service within the first year of use. I was told that although I cannot purchase the extended warranty, I will be taken care of, by ***** from Miele on the phone. I asked for documentation but was informed that I would only need the complaint number. To note this was not only regarding the freezer, but ALL Miele appliances in our house. I firmly believe that we received a batch of lemon appliances during the pandemic by this time having the hood also failed within 1.5 years of usage. The technician opened up the hood and commented that the hood is very old thats why its having issues when in reality it was being used only 1.5 years. I was quoted about $900 to replace the dead motor, more than half of what a new hood would cost. With that, I would like for ***** to take his words and try to take care of this for me. It is almost already expected to fail with the quality of products you have delivered to my house. I have Miele appliances in my office for the last 10 years and I did not call in once. We can tell the quality of appliances in our house is sub par. The technician mentioned that my trip would have a $200 credit towards the replacement or a new hood and yet the customer service said theres no record of that and cannot give me an expiration date for the price quoted on 1/15/24 and was advised to send QA department and email. 2 months later, no reply. Called in on 3/15 again, customer service said the quotation expired and new trip cost applies.

  Business Response

  Date: 03/20/2024

  BBB,

  Thank you for making Miele aware of this complaint. Miele has spoken to this consumer today and have reached an agreement on resolution.

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:03/14/2024

  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.

  Purchased whaling machine and pedestal from Miele and the machine shakes and walks across the floor. Have been trying to get this fixed for a couple years and it is still not fixed even after several attempts from their factory authorized repair facility attempted to do so. Factory repair people say it takes two people now to work on it and they only have one person. I contacted Miele multiple times and they keep saying they are working on trying to resolve and promise someone will get back to me but I get no return calls to setup repair. The person supposed to get back is some type of field supervisor who appears to just ignore their customers. I need for a repair person to both come out as well as fix this and not just come out and not fix it. This is under their warranty for which I paid extra but it appears you get nothing for for what you pay.

  Business Response

  Date: 03/15/2024

  BBB,

  Thank you for making Miele aware of **************************** complaint and allowing us to respond.

  Miele has spoken with ************************ today and have come to a mutual agreement on resolution.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 03/15/2024

  [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 for now.  They have agreed to replace the defective product in anticipation of it correcting the problem.  If this does not correct the problem I could re-initiate a complaint.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 04/04/2024

  
  Complaint: 21433886
  
  I am rejecting this response because:  Miele agreed to resolve this complaint by sending me a new replacement washing machine. They emailed on March 19 advising they had shipped the machine to their partner Specialty Appliance who they said agreed to deliver and install. Receiving nothing as of April 1st I called Miele and they said they would get back to me within 24 hours. I have received nothing as of today April 4 and called Miele who advised Specialty has now retracted their agreement to deliver. I then asked Miele where it was shipped to and they advised it was never shipped to Specialty Appliance and they would have to get back to me, I told them I was told the same on April 1 and would be re filing a BBB complaint.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/12/2024

  BBB,

  Our **************************** has received notification from this consumer that contact has been made regarding delivery of his new appliance.

   

  Regards,

  Miele Quality Assurance 

  Customer Answer

  Date: 04/12/2024

  [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 at this time
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/09/2024

  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.

  On October 3, 2022, we acquired a second Miele ******* coffee maker for our new residence. Our previous Miele CVA 6805 Plumbed had initial glitches, but after a technician's intervention, we experienced minimal issues. Opting to invest in the Miele Clean Touch Steel *************** System (CVA7845CTS) for our new home has been a regrettable decision. We've encountered continuous problems, including failure to descale itself, a prominent feature that justified its higher cost. Moreover, the recurring error message prompting us to empty and replace the drip tray persists despite our efforts. The technician was unable to resolve the issue, and Miele's solution was to purchase a new drip tray, an unexpected expense for a less than one-year-old appliance. After extensive online research, it appears this is a prevalent issue among Miele coffee machines. Miele must address this widespread problem promptly, as I am not alone in experiencing these frustrations. Despite investing in an extended warranty, I have been unable to enjoy coffee for two days due to this error. Given the substantial investment of nearly $7,000, I expect a higher level of quality and performance from Miele's products.

• Initial Complaint

  Date:03/05/2024

  Type:Product 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 mid-Dec. 2023, my Miele dishwasher would not stop draining, so we had to turn off the water. This dishwasher is in a pantry and not my main dishwasher. At the time of purchasing, I was hesitating over purchasing Miele because in the past I have had many problems with their products and with service. However, I also do like certain aspects of the products. and when I met a *****************************, Regional Manager (Western Region South) in the store and he convinced me that if I had any service problems to just get in touch and he assured me he would help.. So I did contact him in Dec. when this happened. Previously, in the first year of owning the dishwasher (it is now 6 yrs old) the motor had to be replaced, and I was told that it was because I had not kept water and rinse aid in the bottom of the dishwasher, something I've never had to do with any dishwasher. (This is a winter home so it is not used continuously) I have since paid our caretaker to do this weekly after running it through a rinse cycle - which is what was advised) We weren't even here for over 2 yrs during pandemic but this was done every week. The dishwasher has been used to actually wash dishes about 6 times, it is like brand new. I was told by Miele service that I needed to pay about $150.00 for a service call - but I do not think I should have to do this. I believe this dishwasher was faulty from the start and I believe I will be told that it needs another motor, which I will not pay for. This is why I emailed ********************, and from that time to now I have received one email (about 2 months ago) saying that he put the matter into someone else's hands. I have never heard further. Three weeks ago I emailed him again and I was upset enough to say that if I didn't hear from him within two weeks I would be replacing the dishwasher with another brand. So I am now looking at dishwashers, but I thought this horrendous service and definitely a broken promise from him, should be noted.

  Business Response

  Date: 03/11/2024

  BBB,

  Thank you for making Miele aware of this recent complaint and allowing our response.

  Miele has attempted to contact the **** residence to discuss this matter. Our contact information was left for the consumer.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:03/02/2024

  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 bought a Miele dishwasher in February 2023, and in November or December of the same year, we came down one morning after running the dishwasher overnight to find the display screen on the panel had cracked. To be clear: there was no sign of impact from a dropped item on the screen or anything else of that nature that would cause one to come to the conclusion that the issue was caused by the operator/negligence.
  
  I filed a claim under warranty with Miele. A third party technician came out to review the issue, and I received the following update from Miele’s 3rd Party Service provider:
  “Good afternoon, this is ***** **** ********* *****r. We were out on Jan 2nd to service a Miele Dishwasher. After our technician did the diagnostic he determined that two parts are needed a new Control Electronic and Fascia Panel.
  The control electronic is covered under warranty. And installing it will also be covered through warranty.
  However the Fascia Panel will not be covered. We have emailed you an estimate for part and labor.”
  
  The cracked display screen is part of the fascia, so they are putting that on me as they are claiming it is cosmetic.
  
  I disagree as the crack was caused by faulty engineering and should 100% be covered under warranty (this is an issue with temperature differential during the drying mode, I suspect).
  
  I have gone back and forth with Miele, and they are refusing to escalate the issue at my request. I asked to speak with a manager, which never occurred, and they have closed the case.
  
  I would like the item repaired ASAP under
  Miele’s warranty, given the crack was caused by a defect and could cause further damage to the unit if not addressed. (If that does occur, I want a whole new unit).
  
  I know my rights and protections under Maryland and Federal law. This should absolutely be covered. I would like to get this resolved without further delay or any wrangling in the court system. I am hoping you all can assist me with this dispute.
  
  Thank you,
  
  ******

  Business Response

  Date: 03/05/2024

  BBB,

  Thank you for notifying Miele of this consumers complaint.

  Miele has contacted this consumer and provided an agreed upon resolution.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 03/05/2024

  [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,
  
  
  ********* ****

• Initial Complaint

  Date:03/02/2024

  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.

  An extended warranty was purchased for Miele washing machine and dryer during a visit from a Miele employed service tech. The Miele employed service tech represented that if we purchased an extended warranty in the future we would receive any service under the warranty from a Miele employed service tech. No documentation was received at the time of purchase and a warranty was received weeks later. No 3 day right of rescission was ever provided during this in-home sale solicitation and sale. We required service and Miele advised that we were outside of the Miele employed service tech service area. We received service from a Miele authorized tech, the scheduling was difficult. I called Miele last week and was promised a return phone call; which promise they dishonored.

  Business Response

  Date: 03/14/2024

  Hello ** Better Business Bureau,
  
  Thank you for making us aware of *********************** complaint and allowing us the opportunity to respond to it. We spoke with the customer on 3/5/24 to discuss his complaint at which time ************** expressed interest in exploring other avenues to achieve a resolution. 
  
  
  Respectfully,
  
  Quality **************** Miele ***

  Customer Answer

  Date: 03/14/2024

  
  Complaint: 21374805
  
  I am rejecting this response because:
  
  They are lying
  
  Regards,
  
  *************************

  Customer Answer

  Date: 03/15/2024

  
  Complaint: 21374805
  
  I am rejecting this response because:
  
  Again, they are lying. We spoke but I did not withdraw my demand that Miele act. This is evidence of their bad faith
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/27/2024

  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.

  Purchased a Scout RX3 in January 2024. Prior to purchase I called Miele direct and asked: Can the product be returned, can I map my home via the app, can I tell the Scout where I want it to vacuum. The answer was yes to all questions. Upon receipt of the product, I discovered I could not map the house nor could I tell it where to vacuum. Plus when the battery needs recharging, it stops where it is and I have to return it to the base for charging. Also, the product cannot be returned after using it. This information is buried on their website somewhere. I found it once, but could not find it again. I now have a $1000.00 robot vacuum that I have to be near so I can take it to the charging base when the battery needs charging. What is the point of a robot vacuum If you can't leave it to do it's job. I was told by customer service "it is not programed to return to the charging base when the battery is low." Was also told I would not be able to program the vacuum to do what I wanted because, again, it was not programed to do that. Which time did they lie to me, before or after I purchased the vacuum. I mailed a letter to the President of Miele *** on February 5, 2024 but he never bothered to answer.

  Business Response

  Date: 03/14/2024

  BBB,

  Thank you for notifying Miele of this complaint and allowing our response.

  ****************** was contacted on 3/13 and her matter discussed. It appears the consumer may not have the vacuum configurated correctly.

  Some guidance was provided and consumer will attempt to use suggested advice.

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 03/16/2024

  [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 somewhat satisfactory to me. Miele still needs to work on customer service training and writing a better manual.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/19/2024

  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.

  I purchased two items in June 2023 that offered a manufacturer rebate. The rebate form returned an error and have have called and emailed without a resolution ever since. Most recently in January I received an email suggesting that volume for rebate inquiries is high at this time of year. However they have had this issue unresolved for over seven months so that feels unreasonable. The excuses and continued ignoring or emails knows no end and I'm sick of spending so much time following up on something I'm entitled to receive

  Business Response

  Date: 03/01/2024

  BBB,

  Thank you for making Miele aware of this complaint.

  ******************** matter has been resolved and was notified via email of rebate completion. 

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 03/25/2024

  
  Complaint: 21316512
  
  I am rejecting this response because: I purchased appliances eligible for rebate in June 2023. I called following the purchase to file a rebate claim because the online form was broken. I was assured it was in process. I followed up dozens of times over email and phone. I was told six months after filing the original request that its a busy time so rebates are delayed. That was ludicrous since it had already been sitting six months without action. In February 2024, the company alleged I filed the rebate claim for the first time despite email communications dating back many many months. ***** has been willing to acknowledge the history of emails. ***** has been willing to explain why a rebate should take nine months to receive. ***** has been willing to apologize. I have spent dozens of hours on this and want proper compensation for my wasted time. I want to speak to someone on the phone to have a proper apology and resolution. I filed a previous complaint and the business lied about the resolution. I'm still waiting for the original rebate.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/04/2024

  BBB,

  **************** has been contact on March 25th and was provided with his approval and claim# MVRJYRHYFG.

  Processing takes 4-6 weeks to receive the rebate via email. This matter has been resolved.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:02/19/2024

  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 purchase the Miele Cook Top and notice that there are no markings on the knobs, so I don't know when the stove top is on or off, high or low setting. Many times I have burnt things and my kids notice that I've left it on ...I've been dealing with Miele to see if they will assist in adding the markings and I get no response. I'm hoping you can assist. I'm 84 years old and I'm afriad that I will burn my kitchen if i don't keep checking it. Your help is greatly appreciated.

  Business Response

  Date: 02/29/2024

  BBB,

  Thank you for notifying Miele of this complaint and allowing our response.

  ************** had a service visit on 2/28/24 which resulted in her matter being resolved.

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 03/01/2024

  [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,
  
  *****************************

• Initial Complaint

  Date:02/16/2024

  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.

  Purchased a brand new set of washer and dryer (W1 / T1). Immediately upon installation, the dryer began experiencing issues with its compressor making it nearly impossible to run without wearing earplugs the unit screams like a tea kettle about to boil and is getting worse after each use. Miele service was called to diagnose the unit; it's been deemed irreparable. The entire heat pump system is faulty and so is the door of the appliance which also requires replacement. 17 days later, Miele customer service is still unable to confirm the status of the entire unit's replacement that's been requested by the technician after their visit on 1/31/2023. Inept customer service employees have asked me to call back 'the next day', 'at the end of the week', 'after the weekend', 'next Monday', 'next Tuesday' at which point I'm always told no update is available. When asking today to speak to a senior advisor to voice the concerns of a 30+ years customer (in Europe and most recently the US), customer service refuses and recite instead 'what their process is', flat-out denying escalation of my call (after I was made to wait more than 2 hours to ensure a senior advisor would return from lunch as if their employees' schedule was relevant to their customers). I am therefore unable to speak to anyone outside of an entry-level agent who recites in broken English pre-typed lines from a computer screen. Never in nearly 40 years of customer service experience have I been unable to escalate documented and legitimate concerns to senior CS agents. I am now out of $4000 and can only use the washer with no understanding on when I should be made whole again for an appliance that's also backed by a 5-year warranty extension. Anyone on the market for a compact washer and dryer should think twice before committing to their brand; when things go wrong, it appears no one is willing or empowered to help which seems to be the theme per the many similar reviews found online.