Miele

[redacted] should have received a copy of the requested service contract information and a brochure explaining the program, as it was sent to her on 5/22/15 via email as requested.  A hard copy was also sent via US mail by our MieleCare Extended Service Contract Administrator.  Thanks again for allowing us the opportunity to resolve this issue for her.Regards,Miele Quality Assurance Group

Hello and thank you for allowing us an opportunity to look into [redacted] complaint.  We performed a full investigation into the circumstances surrounding [redacted] service call/complaint in where we spoke with all parties involved, which included [redacted] himself,...

Miele technical personnel, Miele Engineering and the actual technician from [redacted] who went to his home to complete the repair on his coffee machine. The final outcome in [redacted] case is that the relay on the power board malfunctioned and stayed open despite the power button turning off the unit. This caused his coffee machine to “appear” as though it was on, while actually in a continuous stand-by mode.  While in this mode, his machine generated some residual heat that [redacted] was able to feel on the shelf above the coffee machine.  So to reiterate, while his machine appeared to be on, the machines heaters remained off and never posed any risk to either the customer or his home.  The heaters, in his model and all of our coffee machines, are designed with safety in mind as they have multiple and distinctly separate safety features built in to prevent potential fire hazards and are also certified by [redacted]   As of this date, there have never been any reported issues/incidents involving his model or any of our coffee machines being cited as the cause of a fire or causing any other type of hazard. Hopefully, our response adequately addresses his concerns and resolves this complaint.Respectfully,Miele's Quality Assurance Group

Complaint: [redacted]
I am rejecting this response because:i need to have the contract in hand before i...

close this matter.  that's the what original request is for.  once I get it by email or snail mail, then I will close the matter.  A phone call from a week ago will not do.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As can be seen from the Miele response, Miele is not offering either the requested refund or any information on the return of the two defective dishwashers. Miele has been redirecting my requests for months now in an effort to avoid the responsibility for their defective dishwashers while keeping my $2500 in their pockets. They redirect my requests from a department to another department, send technician after technician, but I'm sill left with these two defective dishwashers and out of $2500. Earlier today, there was yet another technician from Miele who came to supposedly fix these dishwashers. After spending less than 5 minutes at our house, he stated that there are "no readouts from the dishwashers" and left... Miele is playing a strange game trying to steal money from their customers making them keep defective items by avoiding the responsibility for the poor quality of the products they sell.Again, I would like to receive a refund in the full purchase price of the two defective dishwashers sold to me by Miele.
Regards,
[redacted]

Hello and thank you for allowing us an opportunity to look into this customer's matter.  We will contact the customer in an attempt bring about a satisfactory resolution. Sincerely, Quality Assurance GroupMiele USA

Dear Revdex.com,Thank you for allowing us the opportunity to address [redacted]s complaint.  However, after a complete and thorough investigation by our insurance company [redacted]), it was determined that the damage referred to in this complaint, was caused by a defective water...

valve in the customer's home which was also confirmed by [redacted] own plumber.  So with this being the case, Miele will not agree to accept liability for an issue that was not directly caused by the Miele installers or the dishwasher itself.  Also, since we (Miele) feel that we are not responsible for the damage to the [redacted] home, they were advised to file a claim with their personal homeowner's insurance company.  They were also advised that if their homeowner's insurance company determines that we (Miele) are in fact liable, they will contact us to initiate a claim through subrogation. Thank you,Quality Assurance Group, Miele USA

We (Miele) are sorry for the frustration experienced by [redacted] and any inconvenience that this situation may have caused her.  However, our position continues to be that this matter has been completely investigated and it was determined that the damage was caused through no fault of Miele installers.  Also, if [redacted] would like to continue to pursue this matter, then she will have to file a claim with her homeowner's insurance company.  If they determine that Miele is liable, then they will contact us (Miele) to file a damage claim to seek compensation through subrogation.Thank you,Quality Assurance Group, Miele USA

Complaint: [redacted]
I am rejecting this response because: I have already been in contact with the business in the past and they have not contacted me to resolve this.  I don't want to close the complaint.
Regards,
[redacted]

Hello and Thank you for providing us the opportunity to investigate and respond to this customer's complaint.  We will be contacting the customer to address their concerns and make an attempt to amicably resolve their complaint.   Sincerely,Quality Assurance Group - Miele...

USA

We have contacted the customer and we were able reach an amicable agreement.  We now consider this issue to be resolved and closed.   Respectfully, Miele Quality Assurance Group

Hello and Thank you for providing us the opportunity to investigate and respond to this customer's complaint.  We will be contacting the customer to address their concerns and make an attempt to amicably resolve their complaint.    Sincerely, Quality Assurance Group -...

Miele USA

Review: I own a Miele coffee system ($3,800.00) and in August I noticed that

Even when the machine is turned off , the heating elements that boil the water and steam the milk remained on 24 hours a day .

I was alarmed because of the obvious fire potential and because this machine was not made to be on that much,what affect that

would have on the machine long term.

I called the Miele corp office in Princeton Nj and they told me they had never heard of their machine doing that and I should have their techs look at it but they were too busy to do that for at least 2 weeks and said they could send one of their authorized service companies instead.

That company came out and said that not only had they never seen one doing what mine was but the tech talked to 2 other experts and they had never heard of it either.

I asked the tech if he would send the defective part to Miele and he said no,they would not be interested.

I thought that was odd so I called Miele and spoke to Jack V[redacted] who agreed with me that they were indeed very interested . He said he would contact the tech and get the part and get back to me as soon as possible.

After 2 weeks ,I emailed Mr. V[redacted] for an update and didn't receive a response. I emailed him again today and he did respond

that the service tech hadn't called him back.

Since the tech did not believe that Miele would be interested in finding out why their product is defective ,does anyone really think that the defective part would be available for inspection a month later?

Is it really credible that a multinational Corp Goliath like Miele cant get their authorized service dealers to call them back?

I believe they are doing this intentionally to cover up a serious defect that they aware of ,not unlike [redacted]

Miele also sold me some defective parts .When I asked them to replace them they asked me to email a photo which I did and they never responded.Desired Settlement: they need to replace this machine with one that works properly

Business

Response:

Hello and thank you for allowing us an opportunity to look into [redacted] complaint. We performed a full investigation into the circumstances surrounding [redacted] service call/complaint in where we spoke with all parties involved, which included [redacted] himself, Miele technical personnel, Miele Engineering and the actual technician from [redacted] who went to his home to complete the repair on his coffee machine. The final outcome in [redacted] case is that the relay on the power board malfunctioned and stayed open despite the power button turning off the unit. This caused his coffee machine to “appear” as though it was on, while actually in a continuous stand-by mode. While in this mode, his machine generated some residual heat that [redacted] was able to feel on the shelf above the coffee machine. So to reiterate, while his machine appeared to be on, the machines heaters remained off and never posed any risk to either the customer or his home. The heaters, in his model and all of our coffee machines, are designed with safety in mind as they have multiple and distinctly separate safety features built in to prevent potential fire hazards and are also certified by [redacted] As of this date, there have never been any reported issues/incidents involving his model or any of our coffee machines being cited as the cause of a fire or causing any other type of hazard. Hopefully, our response adequately addresses his concerns and resolves this complaint.Respectfully,Miele's Quality Assurance Group

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It is not true. Miele states they spoke to the tech that fixed the unit . I spoke to the tech that fixed the unit after I received this response and he told me again that he has never spoken to anyone at Miele regarding the repair of this unit.

Regards,

Business

Response:

Our statement is 100% accurate. We have been in contact with the repair technician, [redacted] who works for [redacted] In speaking with [redacted], he confirmed the diagnosis, repair and assessment of [redacted] coffee machine. [redacted] also advised us that [redacted] has refused to pay them for the charges incurred during the service call. RespectfullyMiele - Quality Assurance Group

Review: My Miele dishwasher, which was purchased at the end of 2011 and installed in 2012, has been having problems with the intake/outlet. The machine stops working when this problem occures. I had this problem occur in 1/14/13, 1/28/13, 2/15/13 and was finally fixed on 4/23/13 after many visits from the repair service at Miele. I started having the same problems again on 8/25/15 and have been waiting for service from Miele for the last three weeks. I had an appointment scheduled for this morning after waiting two weeks, which was cancelled this morning. A new appointment is scheduled for 9/18/15 which will be an entire month before someone from Miele examines the machine and who knows how long it will take for parts to be ordered and for the machine to be fixed. I find this delay in repair to be unacceptable for a company that prides itself on quality and service.Desired Settlement: Miele should repair my dishwasher in a timely fashion without delay or cancellation for service after appointments have been made. I would like Miele to compensate me for the time lost (one month) in the use of a dishwasher.

Business

Response:

Thank you for allowing us the opportunity to address [redacted] complaint. We will be contacting him to discuss this issue and to attempt to amicably resolve it. Miele's Quality Assurance Group

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I am writing to you in regards to the phone conversation we just had. I have NOT been able to resolve this matter with Miele after several attempts by phone to contact their representative after their initial contact. I am requesting that the complaint be kept open until I am able to discuss the matter with Miele. The complaint ID is as follows:

Review: I purchased this vac in late January through [redacted] to replace a vac that was damaged in the move to [redacted] It was never opened for 6 weeks or so as we selected a home and got moved in. When I used the vac for the first time, I was extremely dissatisfied. It did not seem to have the suction I was expecting through the hose and did not seem to vac the carpet too well, either. I noticed that it seemed most debris collected under the beater bar and also noticed that when the vac light shined, I could see dust coming up in front of the vac and realized instead of being sucked up, it was collecting on the front of the vac. I called Miele tech support and they believed that not only was the clog bar on the front not working because they were having me do things that should've triggered that to come out but that they also felt the suction was too low and that there was an issue with the beater bar. They gave me the name of a local shop and when I took the vac in, the gentleman turned it on in the show room for a second and said it was plugged. I was surprised since I'd hardly used it and the bag was very empty (though I changed that and the filter at the request of the tech...at one cleaning of about 10 minutes) I took it back home and all the same issues were there. I called Miele support again and they said I needed to take it back to the store. I did, they said it was another clog and I paid $10. I hadnt even used it for more than 2 minutes before realizing nothing had changed. I've vacuumed with it maybe 5 times since I brought it back home hoping that the problem would correct itself. It hasnt. The rep I called again today at Miele essentially told me that it was tough that it wasnt working and that I'd have to take it in again. He did tell me there were a couple of other shops, but I dont think I should have to keep taking it around when it hasnt worked right from the start.Desired Settlement: While it is nice that Miele checks their products before leaving the factory, as the rep today pointed out, I am very aware that it is possible for an item to be missed with issues. Everybody, even Miele, makes mistakes. For a $600 vacuum to not work from the first use, is ridiculous. The store also told me that if I'm using it on bare floor that I needed to make sure I ran it on carpet after and that would also help with debris under the roller. That alone seems like poor advice or a poor product. My problems did not start on bare floor and its not corrected by doing both. Regardless, I am very surprised at the lack of customer service from most of your phone reps and from your store. I shouldnt have to waste anymore of my time trying to get this fixed.

Business

Response:

We apologize for the delay in our response, as we have actually been working with the customer to resolve their complaint. [redacted] matter has been resolved to her complete satisfaction. Thank you for bringing her matter to our attention and allowing us the opportunity to resolve it.

Review: I purchased a Miele Vacuum from [redacted] in [redacted] at the end of Januaray. I was having all new oak hardwood floors put throughout my home. I was told that the specific vacuum I was buying was made specifically for hardwood floors and had a special attachment for that purpose. I finally was able to move back into my home and vacuumed the floors for the first time. A couple of weeks later I had a cleaning lady come to the house. When she was going to start to vacuum she noticed that there were brush like scratches throughout the house on all of the hardwood. I had thought that the attachment they sold me was pretty stiff plastic but was sure it was safe for hardwood. I returned the vacuum and told the retailer what had happened. He sold me a higher priced vacuum with a soft natural brush attachment also for wood floors. I told him that I was going to contact the company about the damage done to my floors. I spoke/emailed several people in the company.Product_Or_Service: Meile Jasper Canister VacuumDesired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)The company requested the vacuum attachment from the retailer and photos and estimates of moving and repairs. All was provided. Received a letter saying my claim was accepted at one point. The lowest estimate for both repair/moving was $1,932.00. I am asking for that amount and since then I cannot get anyone from the company to respond to me.

Business

Response:

We apologize for the delay as it took some time to look into this matter. In regards to the complaint, we found that the information presented by the customer was insufficient and not enough to substantiate her claim that her vacuum cleaner's power brush damaged her floor. Also, after an evaluation of her brush, we found that it was not defective and could not have caused the damage that the customer is complaining about. The customer initially sent in an estimate in the amount of $420.00. As a "token of goodwill", Miele agreed to reimburse the customer based off of that estimate. However, after a few more days had passed, the customer sent in additional estimates that equated to 4x the amount that Miele had agreed to reimburse her for. We advised her that we would not agree to reimburse her for that amount and would only agree to pay the $420.00. Then after a further review and consulting with a hardwood flooring specialist, we have determined that the customer's issue was likely caused by "cleaning the floor before allowing it to properly cure". In light of this information, Miele is still willing to stand by our initial offer of reimbursing the customer $420.00, as a "token of goodwill". This offer will remain valid for 30 days from today.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am rejecting this offer and also want to comment as to why. In addition I would like to correct some inaccurate information indicatedby the company. 1. What the company is offering to reimburse me ($420.00) for is only moving the furniture out of the house. That estimate was the 1st estimate they received from me of a minimum of 4 that they requested. They requested 2 estimates on moving the furniture and 2 on fixing the floor. Contrary to what they stated these estimates were requested by them. These were only the estimates and not my claim. It would have not helped me to have my furniture moved out and not had my floors fixed. The estimates on the floor were of course higher since it doesn’t cost as much to move furniture as it does to repair over 2200 sq. ft. of wood flooring. 2. They said that the damage to the floor was not caused by the stiff plastic brush attachment to the vacuum. They went on to speculate that it probably was caused by “cleaning the floor before allowing it to properly cure.” 3. That was simply not true due to the fact that I didn’t even move into the home until 8 days after the floor was completely finished. The wood floor people told me that it onlytakes 2 days before it is finished. The first appliance that touched the floors was the vacuum that was sold to me (miele) especially for wood floors. The scratches were there after that cleaning was done. I took the vacuum back to the retailer and he sold me a vacuum at a higher price with natural bristles that were very soft and would not scratch the floors. 4. The 1st offer from the company was for the $420.00 and after that Quality Assurance called back and offered half of the estimate for moving furniture and repairing the floors. That amount came to approximately $966.00 from the total bid of: $1,932.00 Why would they now only be offering $420.00?5. I’m very disappointed that this company has been very difficult to deal with, will not take any responsibility for the damage and will not return calls. There have been many emails with an assistant to the director named [redacted]. I have called the director and so has my attorney but he [redacted] according to [redacted]) is out of pocket and has never called back. I asked for a company representative to come out and look at the floor but they never had anyone come and asked for photos instead. 6. I have sent the company all of the information they have asked for. Several photos taken by a professional photographer, 5 different estimates, and all the information that was requested of me. I have all documents supporting this and the correspondence between the company and myself. My claim was for the cheapest estimate of what the cost of the floors being repaired and the moving costs were. I have responded and cooperated with them in every way. I have not had the same in return. 7. The claim remains the same and that is: $1932.00 If the company will contact me directly than perhaps we could resolve this matter. It does not appear that who is writing to you has all the copies and documentation of what has taken place.Regards,

Business

Response:

Unfortunately, [redacted] has only provided inconclusive proof which she has backed up with speculation. Our position continues to be that our initial offer to her for reimbursement was done so as a "gesture of goodwill" and without any admission of fault. As we previously stated, the customer's brush was thoroughly inspected, tested and found to be free of any defects whatsoever. Based on these facts alone, we feel that the damage to the customer's floor was caused by either negligence by someone or something other than a defective floor brush as they have assumed. However, we will continue to extend our previous offer of a goodwill reimbursement in the amount of $420.00 which will be disbursed upon the receipt of a signed "Release”.

Review: We purchased a built in refrigerator and freezer from Miele. At the time of purchase Miele was offering an extended warranty if we paid for Miele to install the appliances. The process was that Miele would come inspect prior to installation to insure the area was properly prepared for the installation of the refrigerator and freezer. We had a general contractor frame the opening for the refrigerator an freezer based on Miele's specifications. The Miele representative came and inspected the area and told the contractor that the framing would have to be modified before they could install the refrigerator and freezer. The contractor called us to inform us of Miele's requirement to reframe the opening and what the additional work would cost us. The contractor followed Miele's direction and when the Miele representative returned to inspect the framing the ok was given to install. However, the reframed opening was to close to the left adjacent wall and resulted in the inability to open the freezer door all the way and prevents pulling out a basic in the lower part of the freezer. In addition this also prevents us from installing a window sill which will make the deficiency worse. We have made multiple requests to Miele at various levels to entreat them to take responsibility for this problem. And we have been denied any assistance from Miele. Our first request was that they bear the cost of removing the units, reframing the opening properly as welll the cost to store our food, they refused. Then we discussed this with the contractor and he offered to bear some of the responsibility even though he strongly believes he simply followed Miele's instructions. So we offered to take care of storing the food during the repair process and the contractor would bear the cost of the reframing, drywall, painting etc., if Miele would bear the cost of removing and reinstalling the units and they refused this solution,Desired Settlement: Miele will not even give us a price as to how much it will cost to remove the freezer and refrigerator and reinstall the units. Based on our last communication these denials came from Keith Roy at Miele. We have not spoke with Mr. Roy but only have been informed of his decision. Other than public customer #s and one technician's number we are not allowed to email or call any other managers or other personnel in the Miele hierarchy. --------------In our opinion Miele insisted on reframing the opening and approved the reframed opening and should bear 100% of the responsibility/cost to remove the units, protect the units while the needed repairs are being done, reframe the opening, drywall work, texturing, painting, reinstalling the units as well as the cost to store our food while the repair is being done, e.g. rental of a refrigerator/freezer. As well as give us written assurance after the work is done that our warranty is not invalidated. Plus resolve the problem with the freezer.

Business

Response:

We have received this customer's complaint and are investigating it. We will contact the customer once we have had an opportunity

to thoroughly review all of the facts as they pertain to this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

If I accept the response will it close the complaint? The business is just going to investigate, they are not offering a solution? Also I need to edit/amend my complaint as I made some typos. And I could not fit in all the info.

Review: I contacted Miele regarding an issue with a Coffee System. While scheduling the appointment I clearly stated that there were renters in the house and that they could work out the charges when they got there. But in order to set up the appointment, which I was taking care of for the renters, Miele told me they needed a credit card number. I again stated that I did not want to get charged and was just setting up the appointment for them. The Miele support person told me that this was just to book the appointment and they would be sure to contact me before making any charges. The appointment then occurred and my credit card was auto-charged without any contact or phone call. I contacted Miele immediately to ask them why I was charged without any contact from them. They escalated the issue through customer service up to supervisors who reviewed my phone call. The message I got back was that I should have worked it out with the renters. I find that hard to believe when Miele could have simply called me while on site to work this out. They also committed to not charging my card without contacting me first, which did not occur. This is a serious problem and I expect a full refund.Desired Settlement: Miele should not commit to contacting customers before charges will be made if they are not going to do so. I explicitly told them not to charge me and the credit card info I gave them was simply to book the appointment. Miele also did not contact me while on site to clear up any issues or questions regarding charges, nor to clear the charge with me first. I signed nothing nor gave verbal approval for this charge. I expect a credit back to my credit card.

Business

Response:

We are reviewing the customer's complaint and will contact them once our review has been completed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It looks like the Business is still reviewing the complaint and has not reached a resolution. I will await their response.

Regards,

Business

Response:

There must be some confusion. This message was responded to. In that response, we stated that we would review the matter and contact the customer upon the conclusion of our review. Was this response not sufficient? Please advise as the customer's matter continues to be under review.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I cannot 'accept' the response from the business because if I do that, it closes the issue on Revdex.com and says it is satisfactorily complete, which it is not. The business says they are reviewing this issue, so I am 'rejecting' the response to keep this issue open until the business comes back with a final resolution and answer to my complaint.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I'm curious why this was closed by Revdex.com. The business (Miele) has never gotten in touch with me even though they say they will. That leaves this issue completely unresolved and the company now has no incentive to work on closing this out. Can you please re-open this issue until they contact me. There is no 'good faith' effort that I can see here if the company has not reached out to me.

Thanks

Regards,

Review: I called Miele tech support because my Miele condensation dryer was overheating (raised the temperature of my 7' by 7' laundry room by more than 15F over the drying of one load). I also explained at the time that I just moved in, and it was the first time I used this particular model and hence I had no reference point. The technician told me clearly that the dryer was not supposed to generate that much heat, that there was a problem with it, and a technician needed to come to my house to diagnose and fix it.

However, the technician ([redacted]) on service call said the dryer was operating correctly. After consulting with his supervisor, he said he successfully diagnosed the problem, and the problem was that the cover outside the condensation unit was leaking. He took out the rubber sealer on the cover, turned it inside out, put the rubber sealer back and then installed the cover back, and said that should fix the problem. He also ordered a new cover for me, and told me that if the dryer started overheating again, I should replace the cover with the new one, and then the problem would go away. I paid [redacted] about $204.

The dryer was still overheating. After a week, when I still haven't received the part, I called Miele tech support again. I described the problem, and another tech over the phone told me the overheating was not normal. He checked the order status of the part, as well as spoke with [redacted], and then told me the new part should arrive soon, and that would fix the problem.

The new part arrived and it did not help. I called Miele again, and yet again was told the overheating was not normal. They sent another technician R[redacted] who told me today again the dryer was working fine, and there was nothing he could do about the overheating.

I agreed to the service call only because I was told the overheating was not normal and there was a problem to be fixed. Since the dryer is overheating just as before, I should not be charged anything.Desired Settlement: Full refund of the service charge. Had I been told that the overheating was normal with this model, I would never have asked the technician to come check on it.

Business

Response:

We are investigating this complaint and will contact the customer to address their concerns and to attempt to reach an amicable resolution. We will also follow up with the Revdex.com after contact has been made.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the business indicated they'd contact me to resolve the issue in their response, but so far I have not heard from them. I'd like to request Revdex.com to step in and arbitrate the matter, if possible. Thank you.

Regards,

Review: I wrote this note to them on 3 different occasions....I emailed them, I made an online requeest for help, and I emailed them again.this is the note...I am only looking for a response. I want them to send me my extended service contract either by email or by mail.Thank you [redacted]Dear Customer Service,per a phone call to customer service and this link, the extended service contract is fully transferable to the new owner. [redacted]Fully transferableIf you move and leave your Miele appliances, the MieleCare extended service contract is fully transferable to the new owner.No feesjust a little paperwork my name is [redacted] and I am the new owner. I never received the paperwork for the extended service contract. The below email is the email sent from mieleuusa to Chad D[redacted] and the forwarded email from Chad to me, with the order number, which is [redacted]. In fact, I purchased the dishwasher and paid for the extended service contract upon purchase.Can u please mail me or email me the actual extended service contract? I never received it. please email to this address or mail to:[redacted]Desired Settlement: I am only looking for a response. I want them to send me my extended service contract either by email or by mail.Thank you [redacted]

Business

Response:

We have contacted the customer and resolved her matter to her complete satisfaction. Thank you for contacting us and allowing us the opportunity to resolve this matter for the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:i need to have the contract in hand before I close this matter. that's the what original request is for. once I get it by email or snail mail, then I will close the matter. A phone call from a week ago will not do.

Regards,

Business

Response:

[redacted] should have received a copy of the requested service contract information and a brochure explaining the program, as it was sent to her on 5/22/15 via email as requested. A hard copy was also sent via US mail by our MieleCare Extended Service Contract Administrator. Thanks again for allowing us the opportunity to resolve this issue for her.Regards,Miele Quality Assurance Group

Review: We purchased a Miele dishwasher along with their "concierge" installation service and the installers did not ensure water was off before unhooking the connection hose. To compound the situation, they had no buckets under the valve and when shown the main shut off valve to the house while water was gushing all over the kitchen, the installer turned the valve to the left instead of to the right. I photographed this. Consequently, the water continued to gush for another 7 minutes while he ran around trying to figure out how to turn it off. He finally went to the solar water heater and turned every valve off to reduce it to a trickle--still not putting a bucket under the valve. My plumber came to officially turn the water off at the street while they proceeded to clean up. Miele was notified immediately and never did a thing. Consequently, we called a water clean up company to install fans, dehumidifiers... and the wood floors still buckled well in to the living room. Now Miele's insurance company refuses to pay any claim toward the nearly $50,000 worth of damage saying it was our faulty plumbing. Their answer was that you cannot turn a main shut off valve the wrong way. However, not only do I have pictures illustrating it forced past the stop on the valve, that is a secondary issue, they should've had buckets under the kitchen valve and ensured it was off before unhooking the line. This company is supposed to be reputable and of high quality. It is neither.Desired Settlement: The wood floors must be replaced along with the bottom kitchen cabinets. Neither the Miele corporation, [redacted] insurance or the local dealer has offered any help or support.

Business

Response:

Dear Revdex.com,Thank you for allowing us the opportunity to address [redacted]s complaint. However, after a complete and thorough investigation by our insurance company [redacted]), it was determined that the damage referred to in this complaint, was caused by a defective water valve in the customer's home which was also confirmed by [redacted] own plumber. So with this being the case, Miele will not agree to accept liability for an issue that was not directly caused by the Miele installers or the dishwasher itself. Also, since we (Miele) feel that we are not responsible for the damage to the [redacted] home, they were advised to file a claim with their personal homeowner's insurance company. They were also advised that if their homeowner's insurance company determines that we (Miele) are in fact liable, they will contact us to initiate a claim through subrogation. Thank you,Quality Assurance Group, Miele USA

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They did not address the issue and the company is re-writing history to suit their needs. First, my plumber confirmed that the Miele installers stripped the valve and turned the main shut off valve the wrong way. He even took a picture of it. Second, The water valve was operating fine until the Miele installers attempted to close it and then unhooked it from the hose. Why would a professional disconnect a valve hose without verifying the water was turned off first, why wouldn't a professional have buckets under the valve for leakage and why wouldn't a professional locate the main shut off valve and how it operates before even beginning work? The bottom line is that there was no water, no leakage, no problem until the Miele installers came to do their work. This all could have been avoided had they simply checked that the water was in fact turned off before disconnecting the hose. The damage was made worse by their lack of preparation in providing a bucket and inability to turn the main shut off valve in the correct closed position.

Business

Response:

We (Miele) are sorry for the frustration experienced by [redacted] and any inconvenience that this situation may have caused her. However, our position continues to be that this matter has been completely investigated and it was determined that the damage was caused through no fault of Miele installers. Also, if [redacted] would like to continue to pursue this matter, then she will have to file a claim with her homeowner's insurance company. If they determine that Miele is liable, then they will contact us (Miele) to file a damage claim to seek compensation through subrogation.Thank you,Quality Assurance Group, Miele USA