ComplaintsforLG Electronics

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased my home in March, 2023, an ** refrigerator was included in the purchase price. The refrigerator, which was purchased by my home's previous owner on 9/17/20, was still under warranty, so when it stopped working on or about 6/15/24, I called ** for service, and ** contacted ***** (a/k/a A&E) for me. A ***** technician came to "service" the refrigerator on 6/20/24, ordered three parts, and ** and ***** told me my next appointment would not be until JULY 23. I called ** and ***** many times to get a more reasonable date, but I finally gave up after getting nowhere. Two of the three parts were replaced on 7/23/24. The refrigerator is still not working, and I was told by the ** "customer service" ***** that ** needs a technician to come and take another look at the refrigerator and declare the appliance to be "unrepairable" before ** can consider replacing it. However, ***** is the only service company in my area with which ** deals, and even ** seems unable to contact ***** directly to get me yet another service date, because I have been waiting for that date for THREE WEEKS. If I ever DO get a date for a technician to come and assess the situation for a third time, there is no guarantee that the technician will, in fact, declare the refrigerator unrepairable. I sent an online complaint to the President of ** Customer Care on 8/11/24, and I received a response on 8/12/24 from a "Presidential Liaison," who said she would be my contact until the matter has been resolved. Two days later, on 8/14/24, she wrote to tell me my case had been transferred to some unnamed department and "someone" would be contacting me shortly. I believe ** is simply trying to wear me out so that I will just buy another refrigerator, and ** won't have to stand by its warranty. I have been without a working refrigerator for TWO MONTHS...in the summer. I want either a replacement ** fridge with freezer or reimbursement of the amount I have to pay another company for a new fridge.

  Business response

  08/16/2024

  8/16>This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Due to this customers unit is beyond **s 1 year limited warranty it does not qualify for an exchange or a full refund. We see that this customer has accepted an alternative resolution offer of a pro-rated refund for their product in the amount of $999.35. The returns department is currently awaiting for this customer to physically peel their whole Model/Serial label completely off the inside of the fridge and cut the label in one time to show that the warranty is voided. Once they receive the valid photo of the original label (both pieces) cut they will proceed with this customers reimbursement offer. Thank you.

  Customer response

  08/16/2024

  [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 ** in reference to complaint ID ********, and find that the resolution ** actually offered is satisfactory to me. However, what ** also promised was to send me an additional $300.00 to compensate me for the inconvenience of having to be without a working refrigerator for two months, and there is nothing to indicate that amount in **'s response letter. I would ask that you keep my complaint open until such time as I have received both the promised compensation of $300 and the promised refund of $999.35.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ******* ** refrigerator 3 years ago. About a month ago the compressor went out. I called the warrenty is 10year. They said they would contact a tech in my area to do the warrenty work. No one will touch it because they say ** does not pay the techs. So they could not get one. Now they say its approved for replacement this was Like 2 weeks ago. I never here back from them so I have to call. I have called over 20 times and all they say is it will be 2-3 days So it's been about a month now. My wife has to have a fridge for her medication. Nothing is being done and I just keep getting passed from person to person with each saying 3-3 days. This is just a total disrespect to the consumer. Please help!!!! This the last message I got from them.Hi this is ******** from *** in regards to our talk today here if your confirmation # CNN240802030820. They will be contacting you through email or text message within ***** hours.Reply STOP to opt out.I have several of these from them but nothing being done..PLEASE HELP US!!!

  Business response

  08/08/2024

  08/08: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for a potential Alternative resolution since the customer is experiencing repair delays.  

  Customer response

  08/08/2024

  
  Complaint: 22110154
  
  I am rejecting this response because: we have contacted *** They do not want to replace refrigerator.  They want to give us ******. We don't want the money. We want a replacement. 
  
  
  
  Regards,
  
  *******************************

  Business response

  08/12/2024

  08/12: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Unfortunately due to the age of the unit we will bit be able to provide a replacement for the customer and any offer would be prorated. 

  Customer response

  08/13/2024

  [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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  An ** refrigerator was bought from ********** on 06/28/2020. Warranty was also purchased. The total amount paid was $3,199.85. The warranty has not expired. On or about July 5, 2024, the cooling of the refrigerator diminished greatly, the ice maker stopped making ice, and the freezer stopped freezing. On July 6, 2024 I called ** to ask for repair services. I was given a case number and told that I would be contacted in 3-5 days. On July 16, 2024, I called again to check on the status of the case. No action taken. On July 17, 2024, I called again to check on status. No action had been taken other than the decision to give me a refund. I was told I would hear something in 2-3 days regarding the refund. I did not. On this same day (July 17) I was also told that I would receive an email recapping the conversation. I was also told that all documents that I sent to ** were in order and that I would be contacted in 2-3 days with a link that would allow me to receive a refund. That did not happen. I called again on July 23 to make sure that ** had my correct email. They told me again that I would receive a link in 3-5 days that would enable me to receive a refund. I did not hear anything. I called again on today (August 7, 2024) to check on the status. I was given a new case number. This is my 3rd case number. I was told I would receive a call within 48 hours. I was also told that my case had never been escalated. I am extremely frustrated with the lack of progress on this issue.

  Business response

  08/08/2024

  08/08/2024  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer has experienced difficulties with the refrigerator.   We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced.  We will have an ** agent contact the customer this week to discuss a resolution.  Unfortunately, the customers refrigerator purchased in 2020 does not qualify for a full refund, but a prorated refund due to depreciation of value. Also, the customer would have to contact ********** to request a refund of the purchase of extended warranty plan, as ** does not reimburse for other dealerships coverage plans. 

  Customer response

  08/14/2024

  [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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new ** 26cuft sxs refrigerator from Lowes in ****** on 4/22/24 with also a 5 year warranty from Lowes.I have a family of 5 that we thought this fridge would hold the food we needed and ice that we consumed on a daily basis. From the day that we installed this unit, ** has sent a new ice maker due to not making ice. We also had a service tech that ** provide in the 1 year warranty from **. The service team came out three times due to food reaching up to 50 temp. They replaced the compressed. Every time that we thought he had fixed the issue we went and bought groceries. Following the visit from the service tech we had to dispose over $1500 of food that had spoiled. This is over a three month time span. I have called ** numerous of times to resolve this issue with a new unit or our money back. Everytime that we call they say they say that we will leave a message with the presidential liason team. We have never heard back from them up into this point. They have hung up on me 2 times,when asked to speak to a manager.

  Business response

  08/08/2024

  08/08/2024 This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer has experienced difficulties with this unit.   We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced.  Our records show there were two completed repair tickets for the customers refrigerator by **************** ENTERPRISES, but only shows the compressor and icemaker parts were replaced once.  In order for **s ******************************** review the case for approval of an alternate resolution, there has to be proof of two replacements of the compressor seal system parts.  If the customer has this information under another account or service company other than ****************** please provide this information for better assistance in resolving the case.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refrigerator is broken and they will not fix it. It is under warranty for both parts and labor. They keep sending a ticket to a repair site that is not trained on fixing this particular compressor style. The tickets get automatically rejected and when I call ** they lie to me and tell me an ** tech will fix it but they keep sending it to the same repair site that doesnt fix linear compressors. We have been two weeks without a refrigerator.

  Business response

  08/08/2024

  08/08: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. We ask the customer to provide a copy of their original proof of purchase for this review process and a picture of the units model serial tag. A valid proof of purchase includes the date purchased, dealer who sold the unit, full amount paid including the price before and after tax. Please also confirm the spelling of your name and mailing address. PLEASE RETAIN POSSESSION OF YOUR UNIT UNTIL A RESOLUTION IS COMPLETE, thank you.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/15/24 I contacted LgElectronics requesting a repair to a refrigerator that was no longer cooling efficiently. The technician came several days later and stated that the problem was the compressor. He would notify ** that day. Since then, I have contacted via live chat and phone. Always the same response, waiting for parts. It is now 08/06/24 and today, again via live chat, the agent cancelled the repair and started a new ticket. Now, the promise that today a technician would have come, now the date is pushed to 08/12/24. This is unacceptable, we threw out all our food, attempting to eat day by day. Please guide us to a resolution.

  Business response

  08/08/2024

  08/08: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. This customer is not currently qualified for an exchange or refund. We show that this customer has been scheduled for the soonest repair service, with an in house ** Certified Technician under repair number RNN240806074098 on 08/12/24 between 8A-12pm. This is the fastest service currently available. If you have questions or need to cancel/reschedule your repair please call ************. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fridge from ** and within five years the compressor stopped working and I was told it was no longer in warranty. But they offer service repair for a flat fee to be charged within ***** hours of repair. Over the course of a month ** sent a technician 3 times to my house with a 4 appt scheduled and each time the fridge was worse off. I have two young children and it was not feasible for us to continue without our $3k fridge cooling. We lost hundreds of dollars worth of food. I called and canceled the service only to find out I had already been charged $482. On 7/11/24 I requested a refund and was told it would be 6-8 weeks. This is unacceptable for a service I never received. I ended up purchasing a new fridge from a different brand. I want my money back via wire transfer.

  Business response

  08/08/2024

  08/08/2024  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer has experienced difficulties with the refrigerator.   We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced.  We will have an ** agent contact the customer this week to discuss submitting a claim to the Out-********************** to request a refund of $482.00.

  Customer response

  08/08/2024

  
  Complaint: 22103384
  
  I am rejecting this response because:
  
  A claim was previously filed with the out of warranty department on July 12th and July 15th. This is a stall tactic to hold consumer funds. 
  
  Regards,
  
  *********************

  Business response

  08/12/2024

  08/12/2024  This customers complaint has been received and carefully reviewed.  Thank you for your response.  Unfortunately, it may take a long time for the Out-********************** to resolve and issue a refund to the customer,due to the high volume of cases to resolve. Our records show a new LG agent ******* is on the case and will continue to work with the customer until this issue is resolved.  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Baught the ** lrfvs3006d/02 refrigerator 2 years ago and already the freezer has quit working.have ordered twice from encompass **'s parts supplier just to have the wrong part sent twice and turns out that ** doesnt make the part to fix the issue so now we are stuck with buying another refrigerator and ** has offered zero support or alternatives to rectifying the problem.

  Business response

  08/06/2024

  08/06: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. We ask the customer to provide a copy of their original proof of purchase for this review process and a picture of the units model serial tag. A valid proof of purchase includes the date purchased, dealer who sold the unit, full amount paid including the price before and after tax. Please also confirm the spelling of your name and mailing address. PLEASE RETAIN POSSESSION OF YOUR UNIT UNTIL A RESOLUTION IS COMPLETE, thank you.

  Customer response

  08/06/2024

  
  Complaint: 22097830
  
  I am rejecting this response because: this has been an on going issue with this product and have been round and round with customer service reps with LG.we will be glad to to provide proof of purchase and vender.we had to purchase a new refrigerator due to me being a type 1 diabetic and needing proper storafe for my insulin.home depot picked up the refrigerator when they delivered the new one today 08-06-2024.
  
  
  
  Regards,
  
  *******************

  Business response

  08/12/2024

  08/12: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. The BBB agent that was handling the customer case provide the customer with a $300 food loss courtesy check. ** considers the case to be closed. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased ************** bundle from **.com but the dryer didn't work when it's delivered. ** don't provide replacement option and asked me to return and buy a new one. I asked how much refund i can get because if I return dryer only i would lose bundle promotion, if that's the case I'd prefer to return both and buy a new bundle. **************** promised it's full refund and I won't be penalized for the bundle promotion. I then returned the dryer only, and purchased a new dryer on **.com later (without a bundle promotion). After several weeks when the refund hit my account, I didn't get the full price at all. It was $850+tax for the dryer but I only got around total $750 and the customer service said it's because they need to deduct the bundle promotion. I asked them to check the phone call recordings because I checked with two agents both of them confirmed it's $850+tax refund. I can even provide the date of the phone call, but no one is checking the recordings. I also send my order number for the new dryer proving that I'm just replacing the dryer not technically "returning" the old one. I'm returning only because that was broken and ** wouldn't do replacement for me!!!!No one is returning call to me, even though they promised to get back ***** hours every time. I just want the money back - because IT'S NOT MY FAULT AT ALL.

  Business response

  08/06/2024

  8/6-This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** would like the opportunity to review the file for potential further assistance. We ask the customer to provide a copy of their original proof of purchase for this review process and a picture of the units model serial tag. A valid proof of purchase includes the date purchased, dealer who sold the unit, full amount paid including the price before and after tax. Thank you.
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On order #********** dated 7/21/24, I ordered a ************** with a no-charge stacking kit included, and paid for expedited shipping on the stacking kit so it would arrive before my washer and dryer delivery. My utility room requires stacking the washer and dryer, so the delivery team would be unable to complete the install without a stacking kit.I called ** customer service on 7/23/24, 2 days before the scheduled installation, because the stacking kit had not shipped yet I was told that it was backordered, which wasn't indicated at the time of the order or online when looking at the order status. The customer service agent told me that if it didnt arrive on time and impacted my install, they should be able to offer an inconvenience allowance to cover *********************** but that I would have to wait until the install day to report it.The stacking kit didnt arrive on the day it was supposed to (7/24/24), so I had to go to another retailer to purchase one for $40 + tax. I called customer service after the washer and dryer were installed using the kit I purchased separately, and was told that they would cancel the stacking kit from my order and refund me for both the expedited shipping and for the value of the stacking kit I paid for that would have otherwise been no-charge. I was refunded the following day for the expedited shipping, but not for the value of the stacking kit. I called in again to customer service to let them know that the stacking kit credit/refund wasnt processed as promised, and they then refused to offer it and refused to use their inconvenience allowance to cover my $40 + tax loss. ** has been unresponsive to email where I reported this situation.Please help resolve with ** I am expecting a minimum refund on my order for the $40.00 + tax loss that I had to spend for the separate stacking kit, and the inconvenience of multiple customer service calls and time & travel spent looking for a retailer with the stacking kit in stock.

  Business response

  08/06/2024

  08/06/2024 This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer has experienced difficulties with getting a refund.  We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced.   We will reach out to **s ************************* for a status update, and will keep the customer posted with new information as soon as possible.

*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. ↩