ComplaintsforLG Electronics
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Complaint Details
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Initial Complaint
07/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Needing repair on a high end dryer that was purchased just over a month ago. LG sent out a ACS to do the repair, this is a contracted company with LG since I live in a rural area. ACS said it was an installer issue and that LG couldn’t cover it. This was a lie. The company didn’t want to work on it because it was so late in the day and the technician had a long drive home. Now LG is saying they can’t fix the machine under warranty and I would have to pay to get it fixed.Business response
07/29/2021
Per our conversation I informed the customer that per the servicing technician and LG Technical support engineers "Neutral wire on pigtail and neutral on harness are taped together at terminal block, instead of screwed in place. Bad installation. Cx needs to have installer repair this". LG will not be able to honor the customer's request for a repair.Customer response
07/29/2021
********** ********
I am rejecting this response because:
The state is false. The Neutral wire was screwed together.
Regards,
Ronald *****Business response
07/30/2021
Per our conversation the customer stated he performed a self install whereas per the owners manual all installation needs to be completed by qualified installers which was explained to the customer directly. Per the servicer's diagnosis the issue is an installation issue which is not covered under warranty. If the customer would still like to schedule service he can contact customer service however it will be at the customer's expense.Customer response
08/05/2021
********** ********
I am rejecting this response because:
The issue wasn’t an installer issue, like LG is claiming. The wires were connected just as the manual said. *** ******** ****** LG sent out a repair person and found the issue was that the pipe on the heating element had came lose during shipping. LG refused to pay the company, that they sent out, and now I’m having to pay them.LG as promised me a reimbursement for my laundry bill during the time that it was not working and still haven’t seen it and I cannot get anyone to call me back about the issue. I was told by the LG BBB account manager that I have to write a letter to the president of the company if I anymore answers. He also could not clarify what the definition of a professional meant in the manual.
Regards,
Ronald *****
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Customer Complaints Summary
5,841 total complaints in the last 3 years.
1,658 complaints closed in the last 12 months.