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:02/16/2024

  Type:Customer Service 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.

  Product purchased: Miele Refrigerator/Freezer and 5-year total extended warranty Date of delivery: 4/29/19 Purchased from: **************, **** ********************************************* Problem: Alarm keeps going off and freezer not cooling properly. Ice machine not working.Problem Started: approximately 2/10/24 ***************** appointment online according to Mieleusa.com instructions on 2/12/24 for 1-4 pm on 2/13/24. Service technician never showed up. When I called the customer service number provided in the appointment confirmation email *************), I spoke with a male named *** or ** or *****, who told me that it was because his 'service center' only handled 'service calls" and not 'warranty calls' and rescheduled the appointment for the next day during the same timeframe.On 2/14/24, after not hearing from anyone, I called the number above again to inquire about my appointment and spoke initially with a female named *****. She told me the same thing about the appointment needing to be a 'warranty appointment' and that the next available appointment was one week from that day. When I persisted, she said that I could have the appointment the next day if I was willing to pay for it. When I started to explain how unfair this was, she hung up on me. I called again and spoke with a female named *****, who echoed the same mantra as the other two folks. While I was in mid sentence, she hung up on me. I called back immediately and miraculously reached her again. She gave me another number to call to schedule an appointment *************). I called this number and reached a male named ******. He said that according to their records, an appointment was, indeed, scheduled for that day and to wait and see if anyone showed up but to call at 4:00 pm if they did not. I did so and spoke with ******* who had no record of any of the above and said the next appointment was in one week and that I had no other options.

  Business Response

  Date: 02/20/2024

  BBB,

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

  ******************** has been scheduled and is in the process of being serviced.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 02/22/2024

  
  Complaint: 21305551
  
  I am rejecting this response because: 1) The representative I spoke with from Miele on this past Friday evening scheduled an appointment with an outside appliance repair company for Tuesday between 6:00 am and 2:00 pm.  When I called the company on Tuesday (It was a holiday weekend and they were closed) they had no record of an appointment.  I scheduled an appointment (first available) today ***************** *********** man came and said that he needed to order a part.  I have received an email from the repair company asking me to pay for the part, but the appliance is under an extended warranty.  It has now been two weeks and I STILL don't have a functioning freezer for an appliance I paid almost $6000 for and an extended warranty that I paid almost $530 for.  There is a pattern for placing warranty service requests at the bottom of the priority pile with everyone doing everything possible to try NOT to honor the warranty.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/23/2024

  BBB,

  ************************ service order (**********) was sent to our local service partner on Feb 16th, 2024 for warranty service. 

  The local servicer Happy Home Appliance is then tasked to contact the consumer to arrange a service date. If ******************** is contacting the servicer and is not referring to the service order Miele provided, then the service partner will treat it as a billable service. 

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 02/23/2024

  
  Complaint: 21305551
  
  I am rejecting this response because:  The response is patently false.  The Miele representative I spoke with on Friday evening, February 16th, 2024 scheduled the appointment with Happy ********************** for me on Tuesday, February 20th in a window from 6:00 am-2:00 pm.  She said that this was the next available appointment as the weekend included the holiday for President's *** on Monday, February 19th.  She asked me to forward screen shots from the previous appointments I had scheduled online before that Monday.  I forwarded those to her on Sunday, February 18th.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/13/2024

  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 #********* Our brand new vacuum turns off after two minutes of use on *** setting. After a few minutes rest it turns itself back on, then off again. If left plugged in it turns on and off randomly throughout the day. Miele informed us a certified Miele technician must inspect the vacuum before we can return or replace the vacuum. The nearest Miele technician to us is over 200 miles away round trip. This is an unacceptable solution. We sent them a video demonstrating the issue. It should not require a trained technician to see there is a disfunction that prevents us from using the product. Miele should honor their warranty and email a return label (we still have the original shipment box), not make unreasonable barriers to fulfilling their warranty. We contacted Miele about the problem within 30 days of receiving the product. Product purchased 12/27/2023. This is our second Miele vacuum. Based on this treatment, it will be our last, and we recommend others avoid this company as their warranty has no value, and their product, well, *****.

  Business Response

  Date: 03/06/2024

  Hello ** Better Business Bureau,
  
  Thank you for making us aware of Ms. ********** complaint and allowing us the opportunity to respond to it. We have been in contact with the customer and provided a satisfactory resolution to her matter.  
  
  Respectfully,
  
  Quality **************** Miele ***

• Initial Complaint

  Date:02/08/2024

  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.

  I bought Miele wash and dryer in July 2023. Since that, Ive been having issues with both. Miele tech was fixing them at least 5 times since purchase. Miele washer is violently shaking that Im terrified of it. It started damaging my foundation. I started having cracks on the flour around washer. Try to speak to Miele compliant department but their representative was rude and wouldnt listen to me at all. As much as Im terrified from the washer, Im terrified of their representative ******.

  Business Response

  Date: 02/09/2024

  BBB,

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

  Miele contacted this consumer yesterday to discuss the issue with her washing machine. ************** has visited the home on more than one occasion and has provided the consumer with the same diagnosis.

  The washing machine is installed on a second floor and the floor in the laundry room is allowing the washing machine to vibrate more than when installed on solid flooring.

  ************** has pointed this out to the consumer and has provided photos of the flooring sagging in this room. Attempts have been made to explain this situation to the consumer.

  ************** has provided a written report of our findings to the consumer for their records.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 02/13/2024

  
  Complaint: 21266554
  
  I am rejecting this response because:
  
  The Miele tech was supposed to replace the part that someone else from their department recommended. He even told me that he never experienced something like my case. He said , he will contact the Miele to recommend the replacement. My home is only 3 years old and I previously had GE wash and dryer double the size of miniature Miele size. Never ever had any problems. The issue is also with communication with Miele compliant department. The guy is total bully and Im terrified to call him. He also said that there is no one else to talk to me about. BTW, the washer and dryer were delivered without original packaging. During the installation they forgot to remove  bolts and I dont know if that damaged the washer. The dryer was also damaged and required a several replacement parts. The Miele tech told me that they were most probably dropped before the installation. I just wanted someone more knowledgeable to check the both appliances and tell me the truth. 
  Kind regards, 

   *************************
  

  Business Response

  Date: 02/16/2024

  BBB,

  Thank you for allow Miele to respond.

  If the appliances arrived without proper packaging the consumer must address this with her dealer. In addition, if the shipping bolts were not removed by her installers and possible damage occurred, the matter would not be covered

  under the Standard Appliance Warranty. The Miele Standard Appliance Warranty covers manufacturing defects, where this issue is improper installation related.

   

  Regards,

  Miele Quality Assurance

   

  Customer Answer

  Date: 02/22/2024

  
  Complaint: 21266554
  
  I am rejecting this response because:
   Thats a Mieles official dealer issue. Im just a customer who bought your product. I dont know they have bolts and they needed to be removed during installation. The Miele tech never said anything  and he was advised by else to replace some parts that might cause the violation vibration during the spin cycle. The tech came with the parts but after talking to the customer service decided not to do anything but to place a report to replacement of the washer. The tech also told me that he never seen something like that before. Im really disappointed in Mieles unprofessional customer service. I feel they change the whole story that goes against their customer. I never asked for something impossible,I just want to have an actual working appliance. I still have warranty that they refuse to provide. 
  Regards,
  *************************

• Initial Complaint

  Date:02/01/2024

  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.

  Our Miele dishwasher, model G6987 SCvi K20, has been inoperable since October 20, 2023. *****, from ********************** and Appliance, the Miele contracted service company, has been to our home 3 times: November 7, December 1, and December 22. He has replaced all the parts Miele Tech has suggested. One of the parts he has replaced twice. Now we are being told that Miele wants him to replace the part he replace on the last repair attempt. This will be the 4th service call, which has not been scheduled. The Dishwasher is still under full warranty until November, **** As of today we have been without a dishwasher for over 4 months. My wife and I are elderly and it is painful to do manual work with our hands, such as washing dishes.The customer service person I have been speaking with at Miele, Donnel, insists that we continue to allow Miele to replace already replaced parts without any guarantee of us ever having an operable dishwasher and with no guaranteed end date before replacing the dishwasher.

  Business Response

  Date: 02/02/2024

  BBB,

  Thank you for allowing Miele to respond.

  An attempt was made to contact this consumer on 2/2/24. Voicemail was left asking for a return call to discuss this matter.

   

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 02/02/2024

  [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 ********. ********************** has informed us that they agree that a replacement dishwasher is warranted. Miele will be coordinating with a local installer for removal of our inoperable dishwasher and installation of a new dishwasher.  This resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/24/2024

  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.

  For 5 months I have been trying in vain to get them to give us the $150 rebate advertised when we bought the dishwasher. It has been a total nightmare. Their website doesn't work. I have attached all supporting documents and serial numbers and it has been one thing after another. They do not want to give us the rebate. It is infuriating.

  Business Response

  Date: 01/29/2024

  BBB,

  Thank you for notifying Miele about this consumer's complaint and allowing us to respond.

  Miele has communicated with this consumer and we are working to provide a resolution.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  Date:01/18/2024

  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.

  Requesting to return a vacuum that doesnt work. Purchased a vacuum and upon receipt of the item found that it does not work on the rugs in our home. Asked if there was another accessory that I could use to keep the vacuum that would allow it to function properly on the rug and was told there is not. Asked to return the vacuum as it doesnt work and have been told they will not accept a return. It is advertised that the vacuum works on rugs but it does not. Simply want to return the vacuum as it doesnt work.

  Business Response

  Date: 01/30/2024

  Hello ** Better Business Bureau,
  Thank you for making us aware of ************************* complaint and allowing us the opportunity to respond to it. 
  I have contacted and spoke with consumer to address their concerns, and is currently working to resolve their complaint.
  Respectfully,
  Quality **************** Miele ***

  Customer Answer

  Date: 02/01/2024

  
  Complaint: 21165173
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/17/2024

  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.

  I request resolution of a situation created by a defective product manufactured and supplied by Miele to me.We bought a Futura Lumen, model G6835SCi, five years ago. Its serial number is 64/*********. At the end of the factory warranty we bought an extended warranty from CYI in Brooklyn, ********, and they have honored their warranty faultlessly. When the unit began exhibiting error messages 10/17/2023 *************************** in *********** sent a technician on November 20 who informed us that the software reported multiple problems in the drain pump and its communication and control elements. He ordered a new drain pump and its associated electric relay. It took a month to get the parts, and several weeks more to schedule his return visit on December 28th to make the repair. When it was completed he pressed the start button, and heard what he reported as the usual startup noises, but within seconds the unit went dark and silent. His conclusion was that the new pump, unpacked in our presence from a sealed Miele box, had experienced an electric failure due to a manufacturing defect that had destroyed the pump immediately and also shorted out other unknown electric components. He apologized, ordered replacement parts, and another ****** technician returned on January 11, **** with more new factory fresh parts. He noted that he saw burn marks on the relay. He said that he was not sure that even the huge additional repair he said was needed would restore the machine to working order.Miele was notified in writing of this issue on December 29, 2023.I have called customer service numerous times and sent numerous emails. The only reply is boilerplate language with false phone numbers to call. They actually provide fake phone numbers for customer service. I have numerous documents pertaining to this issue if needed.

  Business Response

  Date: 01/31/2024

  Thank you for making us aware of ************************ complaint and allowing us the opportunity to respond to it. We have been in contact with the customer and are currently working toward an amicable resolution to their complaint. 
  
  
  Respectfully,
  
  Quality **************** Miele ***
  

  Customer Answer

  Date: 01/31/2024

  
  Complaint: 21153069
  
  I am rejecting this response because:

   

  I have not had any offer to resolve this complaint after a single very brief and very vague telephone call approximately one month ago. There has been no subsequent call or email from Miele. Miele has offered absolutely nothing. 
  

  if they wish to make their written statement to the BBB true, they need to email me an offer of resolution, which has not happened. 
  

  Since their defective part destroyed my dishwasher to the point where it cant be repaired, they have a duty to compensate me for the value of the destruction they caused. They have made no move to do so, which is an unconscionable attitude by a major appliance maker. Miele has the worst customer service of any appliance maker in the US. 
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 02/07/2024

  Hello,

  Miele ***************** has spoken with this customer multiple times as recently as 2/6/24. We have provided multiple options in attempt to amicably resolve this matter and ******************** has direct contact information to reach out to us when a decision has been made. 

  Customer Answer

  Date: 02/07/2024

  
  Complaint: 21153069
  
  I am rejecting this response because:
  
  No options were given to me and no offer was made. In their single phone call to me they refused to give me the residual value of the dishwasher they destroyed. They have called me exactly one time and they promised to call again and never did. I am still waiting for their call. They do not answer emails either. Miele has the rudest, most untruthful customer service I have ever encountered anywhere in the world, including in third world countries . They are deeply dishonest and seek to stiff their customers. Their attitude invites litigation. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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 November, I contact Miele *** for service on my washing machine. I was told that I would have a call to schedule an appointment. That never happened. I called again to get service and find out who it was originally sent to. ********* Appliance will not service anything they do not sell. I was then forwarded the information for Mr. ********** They said I was out of their service area. I contacted Miele again for service. In December, I finally wrote to the president of Miele *** and was finally called by Mr. ********* who had me video the issue with the washer. They made an inappropriate diagnosis over the pnone, and said it would be $2500 to fix. I told them that I still wanted an inperson inspection. No calls back to schedule. I have written to the President again attempting to get service

  Business Response

  Date: 01/17/2024

  BBB,

  Thank you for giving Miele an opportunity to respond to ************************ complaint.

  ******************** owns a Miele washing machine that is approx. 10 years old and outside the Miele standard warranty. ******************** is also requesting service outside the Miele service netowrk.

  Miele has recommended ******************** contact a local servicer of her choice if she feels the diagnosis provided to her is not acceptable.

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 01/17/2024

  
  Complaint: 21152298
  
  I am rejecting this response because:
  
  Miele advertised that they have a service network for the entire **. I have called the local retailer of Miele and they refuse to service because I did not purchase from them. I live 15 miles from one servicer and 30 miles from another servicer. I live in a city, not down some country road inaccessible to the normal person. The servicer from ********* ** said they would come, but refuses to make the appointment. I was told by the ** of  service that they would supply a service technician, but no one in my local city will work on the brand.  Their service technician from ********* had me video my machine during a wash cycle and then gave me a preposterous diagnosis. When I said I wanted an in person diagnosis that is when they have not responded. 
  

  the ************************ has imposed manufacturer requirements that cover this specifically. In addition, *** has a right to repair law. Is this the way they would prefer I take to get an accurate assessment of my product issue?

   

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

• Initial Complaint

  Date:12/23/2023

  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.

  Miele replaced our DGC6760 steam combo oven 11/21/23. We used it on 12/23/23 to steam green beans and received two faults, F20, F196. Both of which stopped the oven and we couldn't finish our meal. The original DGC6760 was not functioning properly, was serviced and eventually replaced on 11/21/23.

  Business Response

  Date: 12/26/2023

  BBB,

  Thank you for giving Miele the opportunity to respond. *** ******* was contacted first this morning and we discussed his wish to replace his oven with a different style.

  Miele agreed to the request and provided an authorization to move forward with the request. At this time *** *** **** ******* are coordinating the arrangements with their dealer and have a direct line of communication to Quality Assurance in the event they need assistance.

  Regards,

  Miele Quality Assurance

  Customer Answer

  Date: 12/26/2023

  [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:12/19/2023

  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 Miele Dishwasher approximately 5-6 years ago and shortly after the 5 year extended warranty expired the unit broke with code F78. After store technician evaluated it, the cost with labor to replace the part was about half of the new unit and I was advised that it might be better to buy a new unit. I understand that dishwashers should last ***** years. After thinking about it, I decided to buy a new Miele Dishwasher. It was delivered and worked for 3 weeks. After 3 weeks the unit stopped working. I did not have a power outage or any other issues. The technician came out today and said that he is not sure why it is not working, except that it is not getting any power to the machine. He is going to order all new electronic. I was without a functioning dishwasher for 1 week and it will take another 1-2 weeks for the parts to arrive and for the tech to come out to replace them. Since we don't know what the exact issue it, there is a chance that it will still not fix this unit and I was advised that I will have to talk to Quality Control after that to see what my options are if the unit is not repairable and if it needs to be replaced. No timeframe of how long this whole process takes. While I am without a working dishwasher for the holidays while I'm hosting people at my home. There was no urgency from Miele in trying to repair or replace this new unit and I felt that customer service, although nice, was of no help. They also could not connect me to a supervisor, since one was not available. I feel that there might a quality control issue with now two units breaking in significantly less time then expected, with the latest new unit breaking within 30 days of purchase.

  Business Response

  Date: 01/02/2024

  BBB,

  Thank you for giving Miele the opportunity to response to this complaint.

  Miele has attempted to contact this consumer and was able to leave a voicemail with our contact information.

  Regards,

  Miele Quality Assurance