ComplaintsforLG Electronics Canada Inc

• Initial Complaint

  22/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would like to advise you that I am a very unsatisfied customer with your product and your customer service. On January 29, 2018 I have spent over 11 000.00 $ on LG appliances. In February 2023 I have contacted your customer service department since my LG refrigerator wasn’t cooling or freezing I was advised to purchase a plan that would cover the repair and parts (out of warranty repair program for 359.00$ + tax ) I did agree to take the plan and on February 13, 2024 the compressor was replaced. On April 11, 2024 my refrigerator stopped cooling and freezing again same issue, same option was offered by your customer service agent and I did pay 359.00$ + tax again, after doing some testing I have received a message from your company advising me that my refrigerator is deemed un repairable. I did contact customer service requesting to speak with a supervisor and was refused the call transfer, instead I was transferred to one of your prorate specialists ****** ******** who offered me a refund of 1460.72 $ prorate for the refrigerator and 150$ cooling compensation. The cost of the refrigerator with both out of warranty program costed me 4087.00 $ + tax and you offer me less than half. I would like to draw your attention to the fact that your company has manufactured a defective product and you want me to pay for it, your company has deemed the refrigerator un repairable I didn’t break the refrigerator. When doing some research on the internet I have found that the model of my refrigerator was recalled (LG Refrigerator Recall List (All Models and Updates) | ************.com) The ideal solution would be to replace my refrigerator at no cost since this is not possible I would like you to refund me in full the cost of the refrigerator and the out of warranty repair cost twice. I have lost food twice and 2 days of work

  Business response

  09/05/2024

  Hello,

  Based of the review of the customer's file, there are two reimbursements processed such as the prorated offer of  $1810.72 as well as the full Flat Rate amount.

  Customer should expect the cheques to arrive within the time frame of  6-8 weeks business days.

  Regards, 

  LG Canada

   

   

   

  Customer response

  13/05/2024

  
  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.
  
  Sincerely,
  
  ********* ***********

• Initial Complaint

  26/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you concerning a troubling issue with a repair service provided by LG, a prominent electronics company. On March 22, 2024, my LG Styler machine malfunctioned, displaying an error code and ceasing operation prematurely. Despite paying $300 for an assessment and repair under LG's out-of-warranty program, the issue persisted. LG dispatched a third-party technician, but their intervention exacerbated the problem, rendering the machine completely inoperable. Further investigation revealed that faulty replacement parts provided by LG worsened the initial malfunction, which stemmed from a critical defect within the machine's internal components. Despite my efforts to seek resolution directly with LG and the third-party service provider, both entities have refused to acknowledge accountability. LG's offer of a 10% discount on a new machine purchase is inadequate given the financial losses incurred. I am deeply troubled by the failure of LG and its affiliate to fulfill their obligations under consumer protection laws. I urgently request your intervention to facilitate a fair resolution in this matter. Thank you for your attention and assistance.

  Business response

  28/03/2024

  Hello,

  Based on the review of your file, there is a second repair already booked for April 1st as a reclaim since customer paid Flat Rate.

  We hope that this repair will resolve the customer's concerns of the styler. 

  Regards, 

  LG Canada 

   

• Initial Complaint

  27/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an LG Dishwasher in January of 2022 and it stopped working in January of 2024. I want someone from LG to come and repair it on their dime. This is utterly ridiculous that it just stopped working. There was an LE error code on the little screen and that was it. The lady at LG trying to sell me an out of warranty, warranty that is valid for 90 days for 345$. NEVER will I buy and LG product unless they stand by their product and fix it. We were always very careful with the this dishwasher as with all our other appliances. This is crazy to think it literally lasts 2 yrs after we use it at best 3 times a week.... I will file a complaint with BBB in Quebec. The law in Quebec states that the item purchased, although its out of warranty...has to atleast last a reasonable amount of time....2yrs for a dishwasher is not by far not a reasonable amount of time..... I want LG to contact me to make arrangements to have this fixed...This is ridiculous

  Business response

  04/04/2024

  Hello,
  
  We are sorry to hear that the customer is experiencing this issue.
  
  We have offered free repairs for the customer and have let the customer know about their appointment scheduled for April 11th. 

  The customer can reach out to customer service should they need further assistance on this matter. 

  Regards, 

  LG Canada

  
  

  Customer response

  04/04/2024

  
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** *** ******** ******* ** ******** ******** ******* ** *** ** ******** ******* *****

  Since prior to Oct. 26th I have been trying to make arrangements with LG to have my over the range microwave repaired but when I called the LG repair # of 1 888 542 2623, I was put on hold for a ridiculous  length of time finally to get disconnected by the LG phone system. Finally on Oct. 26th after being put on hold for a lengthy time was able to make contact with LG. As many companies with poor customer service do, even after I gave them the purchase date by trying to convince me that the 1 year warranty was up despite the fact that it had only been 11 months since I purchased the product. Eventually I explained how 11 months was less than 12  months and they agreed to "honor" the warranty. They set up an appointment for a service tech to come to my house (which he did ) and diagnosed the problem. He advised that the microwave would require a certain part to repair it. A short while later I received a  call from LG advising that the part was on back order and could take a long time to get. They offered to send me a replacement unit but I would have to remove the existing microwave, install the new one and send the old microwave back to them. This being the case, I advised them that I would wait for the part. Weeks later after not hearing back from LG, I called the customer service # and they advised me that the part was now available. I remember thinking (at what point were they going to call me if I hadn't called ?) So we set up an appointment for a date in early January. They advised that someone will call me the day before to tighten up if it would be in the morning or afternoon. I arranged to work from home the day of the service call. I did not get a call the day the day before nor did the technician show up on the agreed upon service date. So once again, I called the customer service #, was put on hold and eventually got to speak with someone. I was offered no apology or explanation for being stood up and was simply told that the part was again unavailable and that someone would be reaching out to me prior to January 18th. Again, as the date of writing this, no call from LG or its technician. I am a busy executive who has now spent more time on this repair than the $299. Microwave is worth. At this point I would like a call from Mr. ******** *** explaining how LG plans to reimburse me for my time and aggravation in dealing with this repair as well as how they plan to repair the microwave. I think that it is only fair that I let Mr. *** know what the customer perception of LG is and give him the opportunity to make this right prior to me reaching out to the Better Business Bureau and whatever other avenues I see fit . The fact that LG has a link to the BBB leads me to believe that they have a high percentage of dissatisfied customers ( myself included.) Hopefully it won't be necessary to have to escalate this into a class action lawsuit with all the other people that have had horrible experiences with LG as noted by their 1.4 / 5 star review rating. One of my numerous entries in your service dept. computer system including ref # *************** should Mr. *** chose to do his "homework" prior to his call to me. LG should be ashamed of the disgraceful level of service that provide. ***** **** 
  
  

  Business response

  15/02/2024

  Hello, 

  We are sorry to hear that you did not have a good experience with service for your repairs. This is quite unusual. 

  We can see that the parts are now available and the dispatch team will get in touch with customer to book a repair asap. 

  We thank you for your patience.

  Regards,

  LG Canada

   

  Customer response

  22/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  If I had the option oaf stating that I "partially accept this response" I would.  LG did have their service tech. contact me and they did come and replace the part. Thank you.  As far as the replacement of the part goes, I am satisfied however it does not fix or compensate me for the underlying issue of why I have had to spend 12-15 hours dealing with this issue and finally having to take the matter to the BBB in order to eventually get the acceptable level of service that I should have received on my first call.  Why did I have to spend a combined # of hours on hold with LG and spend time following up on their broken promises and arrange to work from home and have nobody show up before they eventually have someone come to replace the part ?  Perhaps it is time that there be a “bill of customer rights” much like the airlines to ensure a minimum level of service and prevent customers and their time from being taken for granted and compensate those who do have experiences like mine.  I had suggested that LG provide me with a gift card to compensate me for the time that I was forced to waste. 

  Sincerely,
  
  *****

• Initial Complaint

  30/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an LG Refrigerator from **** *** on January 20th 2023. However, the refrigerator has stopped functioning within the 1 year warranty period. In contacting **** ***, we were put in touch with LG. LG then put us in touch with **** **********. However, the service person from **** ********** has done a thorough check up of the fridge, changed the compressor (12th January 2024), then the evaporators (18th January 2024) and the final visit was on 22nd January 2024 to check the fridge functionality. After 3 visits the fridge is still not functioning. LG has deemed it unrepairable based on **** *********'s report. However, since the report has been provided, LG refuses to respond back with a store credit note, so that we can purchase a new refrigerator that is functioning. Our food continues to go to waste with LG's extremely poor response time and unwillingness to put anything down in writing. We contacted ****** * ****** at Customer Service several times over the past couple of days, and while they keep promising the store credit, we have still not received the store credit and the $300 that was promised to us for food wastage. Total Amount of money spent (including installation) is $4903.02 Cdn. Of which, LG owes us a **** *** store credit of $3869.11 Cdn. We would like to have the store credit right away and are very upset for how poorly this transaction has been handled by the LG team. ***** ***** to be received from LG is $3869.11 (Store Credit) + $300 for food spoilage = $4169.11Cdn.

  Business response

  02/02/2024

  Hello,

  Based on the review of customer's file, the food spoilage reimbursement cheque has already been approved on Jan 31st 2024. Also, Store credit has been approved around the same time frame. 

  Please note that the cheque ($300)  processing takes between 6 - 8 weeks to receive it in the mail. ,

  Regards,

  LG Canada

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought an LG electric range in 2020 (delivered on 9/2/2020). On December 25, 2023, the oven stopped working completely. We called the LG call center on December 26 to discuss the problem. Although we mentioned to the operator that there is such thing as a Legal Warranty in Quebec for goods purchased in Quebec, he simply stated that the manufacturer warranty is one year and we can either pay for a repair or pay LG for an extended warranty, which should cover the repair. The content of our conversation can be found by LG under ***************. The Legal Warranty is a minimum legal protection for consumers. It applies automatically when you buy something. "The Legal Warranty says that, if a merchant sells you something that isn’t of good quality, durable, safe and in line with any expectations created by the merchant, you can, among other things, get a refund or have the product replaced. The legal warranty also protects consumers against hidden defects. A legal warranty covers products bought in Quebec, even if they come from somewhere else. It is provided to consumers free of charge. Merchants and manufacturers must respect this legal warranty." According to the Legal Warranty, we must be able to make normal use of the oven. In other words, it has to work. This is protection against a product sometimes called a “lemon.” The length of time a product lasts, also called the “life expectancy”, should be reasonable; it is clear that 3 years for an oven is not reasonable life expectancy. Before we submit an official complaint to the Quebec Office de la Protection du Consommateur, this notification to LG is to give them an opportunity to either give us a full refund, $1148.60 (= $999 + taxes), replace the electric range or pay us the cost of replacing it, or repair the oven part.

  Business response

  17/01/2024

  Hello,

  Thank you for reaching out to LG Canada with your concern.

  Firstly, we would like to apologize regarding your experience with your range. We can imagine the number of inconveniences of not having a working range.

  I can confirm we have processed a Good Will for parts and labor repairs on January 9th, 2024.

  We greatly appreciate your business with LG and we wish you a wonderful week ahead.
  

  Regards,

  LG Canada
  

  Customer response

  17/01/2024

  
  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. However, it took three weeks for LG Canada to resolve my non-working oven issue with additional needed intervention on my behalf from The ***** ********* (initial merchant from which I bought the range). That performance in customer service from LG Canada is subpar and could greatly be improved.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called in as our fridge stopped cooling, Fridge has a badge in the top right corner that states 10 Warranty on the Compressor, the rep told me the would charge $360 to fix it. I wasn't happy with that resolution since I paid $3500 for the fridge including an extended warranty. The first case manager wasn't helpful and just kept repeating himself, and I asked for him to escalate to a more senior manager, and he refused. Danish A. was the name he provided on the signature of the email, he had gone as far as explaining, even if I call back, and lie to get around him, he would still interfere - this was rather disturbing. I of course called back to escalate a complaint about his behaviour and was circumvented to another case manager that refused to support. I only expect LG to stand by there product and fix the fridge compressor as they put on the fridge itself, and didn't disclose that any cost would be at the expense of the buyer. When I stated this, they said the warranty information is in the manual, and online. I understood from this direction, before I buy a product I should be allowed to open up the item, obtain the warranty information before buying - again, this was unrealistic advice from LG's case managers. I'm seeking that my fridge be fixed as it's still under the warranty that they have placed directly on the front of their appliances. Thank you.

  Business response

  28/12/2023

  Hello,

  We are so sorry to hear about this situation.  Based of customer's file review, a resolution has been met for Flat Rate service and a free of charge compressor provided. 

  The repair was successfully completed as of December 15th with no issues reported so far. 

  Regards,

  LG Canada

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to get resolution for this issue for several months but LG is ignoring me and not responding to any communications. My Door-in-Door Fridge/freezer ********** stopped working as the compressor is out of refridgerant and there is no one in my area who will do this. I lost several hundreds of dollars worth of food and am at my wits end. I love my door-in-door fridge/freezer but am very frustrated with LG. I check with repairs services with a 600 mile radius of my home and no one will fix the appliance.

  Business response

  22/12/2023

  Hello, 

  We are so sorry to hear about this situation. We can see that the customer has provided proof of payment with *****'s service center.  Since the service center does not do sealed systems repairs, we would advise the customer to send us their Bill of sale of the unit and the Serial tag.

  The prorate team will review and advise the customer on the next step. Also, we can offer a 10% discount towards a new unit if customer is interested. 

  Regards, 

  LG Canada 

   

   

  Business response

  29/12/2023

  Hello,

  Based on the review of customer's file with receipt of documentations, we are suggesting another closest Service Center to repair the unit. It is called *** in Prince George and we can cover up to $200 for the transportation of the defective unit into the Service Center.  

  Another alternative will be to prorate the unit for the customer, hence they should not dispose of the unit as LG will  need the Serial Tag  and take it back in once customer agrees. 

  Regards, 

  LG Canada

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought an LG stove from **** ***** and it was delivered in January this year. Soon after it was not working properly with the display and controls made the oven inoperable. 3 service calls later they determined it could not be fixed. They would only provide a replacement, however they did not have the same model available. We both agreed that a refund would be acceptable. On August 24, 2023 I was provided with confirmation that my refund check would be issued in 4 to 6 weeks. Since this time I have tried to contact Ronald C. who promised action. Ronald C. RA Team | Prorate Specialist LG Electronics Canada Inc. ** ******* *** * ***** ***** ** * *** *** ****** ******* ************** * **** ************ * ****** ********************************  The communication has stopped and the cheque is not received. I see that there is a pattern with LG Electronics Canada as they have many complaints here with the BBB. I thank you in advance for your help with this matter.

  Business response

  11/12/2023

  Hello, 

  We understand your frustration about the delays on your promised refund cheque.

  The good news is that we can see an issued date of December 2nd.  Therefore, the cheque is already on its way and will arrive within 3-5 weeks timeframe. 

  Regards, 

  LG Canada

   

  Customer response

  11/12/2023

  
  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.

  Although after the 15 to 20 email over 6 months, with LG ELectronics Canada, I still do not know what the issue was. 
  Why will it now still take 3 to 5 weeks for a cheque to be delivered? I guess I'll believe it when I see it. 

  Thank you for helping motivate LG to finally send the cheque. 

  
  Sincerely,
  
  **** *********

• Initial Complaint

  29/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an "Out of Warranty Extension" from LG Canada on July 19/23 because my LG Studio refrigerator had stopped working and after calling LG cus***er support this was offered to me to get the fridge back up and running. I initially had a local tech come and diagnose the issue as a faulty compressor (later I learned that LG has stopped making this compressor and now uses a new one) In any case LG sold me their Warranty Extension again on Jul 19/23 and charged my **** $376.95. The next day a cus***er svc rep from LG called me to say that because I had a service tech already look at the fridge I did not qualify for their Warranty Extension and I would be issued a refund within 4-6 weeks. It is now 4 months later and still no refund and I have contacted LG several times to find out why to no avail... My refrigerator is still not working and I feel that LG should honor their "Out of Warranty Extension" since they are not refunding my payment for same.

  Customer response

  05/12/2023

  I would like to inform you that LG finally refunded my money albeit took much longer than what it should take to do so. In any case I guess we can close this complaint now unless you need anything further. Thanks *******!
  
  Regards
  ***

*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. ↩