ComplaintsforLG Electronics

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** claims to have a 10 year warranty on the compressor in their refrigerators. However, they have a "flat fee" repair process that charges $600 for a repair whether or not it is covered under warranty, effectively negating the warranty itself.

  Business response

  07/12/2024

  07/12/2024  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.  ** will only cover compressor parts and labor fees under warranty up to 7 years from the date of purchase.  Afterwards, only the compressor parts will be covered under warranty.  Our records show the customers refrigerator is 8 years old.  Therefore, the charge given to the customer is valid, because the charge includes dispatch and labor fees.  

  Customer response

  07/12/2024

  
  Complaint: 21976682
  
  I am rejecting this response because:
  
  As stated in my original complaint, the "warranty" provided is literally useless as the charge to repair the unit would be the same with or without the warranty being in place.  ** does not charge for parts or labor for their repairs, they charge a flat fee that they refuse to separate.  Therefore, they did not repair the item under their warranty, but as an out of warranty item due to their intentional business practices.  I would have been more than happy to pay for the labor separate, but they do not allow that.  So the unit would have been $600 to fix with or without it being under their warranty.  Their "flat rate" repair absolves them of their responsibility to perform warranty repairs because while I would have had paid for the labor, they literally do not allow that to happen.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased dishwasher model #LDFC2432B December 6th 2023. I haven't been able to use it since February and have had multiple service calls. They won't refund me as they hired a different service tech to tell me that I needed to install a garbage disposal. I had a dishwasher for 7 years before this that works fine and I don't know anyone who owns a disposal and plenty of people who own dishwashers. Upon telling the service agent this on my most recent call I was told that LG dishwashers require disposals. I can't imagine that's true, and I was certainly never told that before purchasing. I'm sorry to bother, but I don't know what to do here. I feel like they owe me a lot more than just the refund at this point, but that's all I'm asking for. Can you please help me?

  Business response

  07/10/2024

  07/10-This customer’s 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 LG products, and we deeply apologize on any inconvenience you experienced. LG 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 unit’s model serial tag. We see that this customer sent a pic of their receipt however a lot of info was cut off like the company name and total paid. A valid proof of purchase includes the date purchased, dealer who sold the unit, full amount paid including the unit price before and after tax with grand total. Thank you.

  Customer response

  07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I've attached the requested images. 
  
  Regards,
  
  ***** *********

  Business response

  07/18/2024

  7/18-This customer’s rejection complaint has been received and carefully reviewed. Thank you for your response and feedback. Our records indicate that under repair *************** there was no mechanical defect found with the unit. The tech noted that the drain hose needs to be re-installed properly this is causing a malfunction. LG's warranty does not cover any install issues. This customer will be required to reach out to their dealer or hire someone to properly assist with the hose. There is nothing further LG can do in this matter. LG considers this case closed. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 2nd we woke up to our refrigerator and freezer not working. I contacted customer service via chat because our unit was only 3 years old. I informed them what was happening and was told that parts and labor would be covered because it sounded like a compressor issue. I was also told by the representative I was chatting with (which I have saved) that food loss IS COVERED and I would be reimbursed once the unit was fixed. The technician came out and replaced the compressor on July 4th but our refrigerator was not able to be used for another 24 hours because it wasn't cold enough. I called back once the unit was fixed like I was told by the chat rep and was then told that no such reimbursement would happen even though I was told directly from the representative it would be. I have receipts confirming what I purchased just 2 days before it died. I also saved the chat from the rep who told me food loss WOULD BE COVERED. My situation was then transferred to the Presidential ********************** who did not want to give me a fair amount for my food loss even though I have receipts for food that was bought just 2 days before. The bottom line is we went a total of 5 days without a refrigerator on a faulty compressor that has been/is under a class action lawsuit. All I am asking is for is fair compensation for all the food that was lost like your rep told me I would be getting.

  Business response

  07/10/2024

  07/10- 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. FOOD LOSS: Is considered consequential damages and is not covered under **'s warranty.
  However, when ** has a customer that experiences a cooling issue they try to provide some assistance. Our records indicate that this customer was previous *****ed $175 in courtesy compensation and declined. This customer has been *****ed again today a max ***** of $200. If you wish to proceed please respond to your case manager's text message for further assistance, thank you.

  Customer response

  07/12/2024

  [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. Please send the $200 refund check. 
  
  Regards,
  
  *******************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dishwasher from LG. It is running but not cleaning. Contacted LG customer service for repair. LG technician came and checked everything. He checked the connections, water temperature etc. He indicated everything is fine from my side in order for the machine to work. The technician replaced couple peaces but it is still not fixed. After 3rd service I requested a replacement. LG keep saying they will try to fix. This has been going on for 7 months. They sent technician 7 times, replaced all the pieces but machine is still not cleaning the dishes. I requested for a replacement multiple times but customer service says technician has to give a report for it to be replaced. LG technician says there is nothing left to do on the machine but he CANNOT give that kind of report. I don't believe it is healthy to use this machine anymore.

  Business response

  07/04/2024

  07/04/2024  This customer’s 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 LG products, and we deeply apologize on any inconvenience you experienced.  LG would like the opportunity to review the file for a resolution.  We ask the customer to provide a copy of their original proof of purchase for this review process and a picture of the unit’s 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. 

  Business response

  07/04/2024

  07/04/2024  This customer’s 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 LG products, and we deeply apologize on any inconvenience you experienced.  LG would like the opportunity to review the file for a resolution.  We ask the customer to provide a copy of their original proof of purchase for this review process and a picture of the unit’s 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. 

  Customer response

  07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The information is already provided to the business. They are attached for BBB's exposure. If they did not have this information they couldn't service it anyway. Their response only indicates that they just trying to save time with this complain and just trying to find an excuse. 

  I requested service to this machine around 7 months ago when it is under warranty. When the service did not resolve the issue I asked for replacement. Customer service indicated that in order for replacement the machine has to be serviced 3-4 times and if the problem is still not resolved than they will replace it. Last 7 months it is serviced 7 times. They replaced 5 different parts including electronic boards and pumps. Their own LG technician and also another independent LG approved technician already indicated that there is nothing else to replace. Customer service now says that the technician has to give them a report indicating nothing else left to replace and machine still have problems. The technician says that he has no power to give this kind of report and it has to come from LG's engineering department. LG engineering department does not even involve with repairing. Therefore LG internal finger pointing each other and not resolving any issues.
  

  LG is still not doing what they are obligated to. They still want to send technicians to check the machine. I have stopped using the machines because I don't think it is healthy anymore. I am seeing food residuals on the dishes and also detergent residuals on the door inside. Detergent residuals grew over time which is a clear indication that this machine is not doing what it is supposed to do. Consuming detergent is a cancer risk.

  At this moment I am requesting LG to replace this machine which should had been the action months ago.
  
  Regards,
  
  ***** ****

  Customer response

  07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The information is already provided to the business. They are attached for BBB's exposure. If they did not have this information they couldn't service it anyway. Their response only indicates that they just trying to save time with this complain and just trying to find an excuse. 

  I requested service to this machine around 7 months ago when it is under warranty. When the service did not resolve the issue I asked for replacement. Customer service indicated that in order for replacement the machine has to be serviced 3-4 times and if the problem is still not resolved than they will replace it. Last 7 months it is serviced 7 times. They replaced 5 different parts including electronic boards and pumps. Their own LG technician and also another independent LG approved technician already indicated that there is nothing else to replace. Customer service now says that the technician has to give them a report indicating nothing else left to replace and machine still have problems. The technician says that he has no power to give this kind of report and it has to come from LG's engineering department. LG engineering department does not even involve with repairing. Therefore LG internal finger pointing each other and not resolving any issues.
  

  LG is still not doing what they are obligated to. They still want to send technicians to check the machine. I have stopped using the machines because I don't think it is healthy anymore. I am seeing food residuals on the dishes and also detergent residuals on the door inside. Detergent residuals grew over time which is a clear indication that this machine is not doing what it is supposed to do. Consuming detergent is a cancer risk.

  At this moment I am requesting LG to replace this machine which should had been the action months ago.
  
  Regards,
  
  ***** ****

  Business response

  07/18/2024

  07/18/2024  This customer’s rejection complaint has been received and carefully reviewed.  Thank you for your response and feedback.   Our records show the customer is set to receive his new dishwasher on July 23rd.  The LG agent will reach out to the customer for further assistance.

  Business response

  07/18/2024

  07/18/2024  This customer’s rejection complaint has been received and carefully reviewed.  Thank you for your response and feedback.   Our records show the customer is set to receive his new dishwasher on July 23rd.  The LG agent will reach out to the customer for further assistance.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first contacted ** due to our ********************** not cooling on 6/3/24, I was given the run around for ************* before a service tech was finally sent to our house on 6/19/24. Our compressor needed replaced (which they already have class action lawsuits against them for), & our unit has been working fine since. I was told to call back once the tech came out to receive our food loss compensation check, I called back on 6/20/24 & have now been given the run around for another 2 weeks on why I havent received the email link to receive it via direct deposit. I have spoken to several different representatives, several different supervisors & have even contacted the president.

  Business response

  07/03/2024

  07/03: 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 system shows the customer's courtesy check for $150 was approved on 07/02 and will mail out on 07/05.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 31, 2022, I bought a brand new, in-the-box, ** OLED 42" ** at Best Buy. I paid $959.61. Sometime around mid-November 2023, I encountered several times when the ** would not turn on; but if I unplugged it and plugged it back in, it would turn back on immediately. Since it happened so sporadically, I was not unduly concerned. However, on May 17, 2024, the ** stopped working. I could turn it on but after about 3 minutes, it would shut down. Now it won't turn on at all.Getting service from Best Buy proved problematic. While their website says that **s 42" or larger would be serviced at home, I was unable to get a repair appointment because their phone staff told me that I would have to bring it into a store. So I lugged it to the car (note that I am in my 70s) and drove it to the Best Buy in ******************. There woman at the service counter told me that it was too large; they only accept **s smaller than 42"!So, I brought it to an independent shop, ***** D ** ************** and paid $30 for an evaluation. He said that it was a faulty motherboard and that it would be to costly to repair,I know the ** warranty on parts and labor is only for one year. That said, it is unconscionable for a business to charge nearly $1,000 for a product that completely fails 4 1/2 months after the warranty expires. Note that this ** received very light use over the time it was working. My wife and I have no children, and we used it to watch the nightly news and an occasional movie.I think it is **'s responsibility to stand by the products they sell. ** should replace this faulty ** or they should ***** me a refund.

  Business response

  07/02/2024

  07/02-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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washer and dryer from **.com on June 9 and it was delivered on June 15. On June 24, water started spewing out of the back of the washer where the inlet hoses meet the washer. I called ** and they said it was an installation problem and sent the installers back. On June 26, installers came and tighten the hose connection and said it was fixed. They left and I ran a wash cycle. Water started spewing out the back again. I called the installers immediately who said its a manufacturing defect and to get a new machine. Since then, I cannot get ** to respond to me. I have asked for a new machine and hoses to be delivered and there is no response from them.

  Business response

  07/02/2024

  07/02: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with delivery of this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Our records indicate that **'s online orders team has been contacted. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/2024 ** delivered a refrigerator damaged.Delivery driver and I contacted the company and were assured by ** was that they were going to leave it as a loaner and send a replacement. ****** wrote on the receipt that it was a loaner because of damage.I followed up on 6/25 and they said they do not have one available yet. I called today 7/1/2024 and after being on hold for 36 minutes representative tells me she does not see an allowance for an exchange.I need this fridge exchanged.

  Business response

  07/02/2024

  07/02: 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. 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two orders on the ** Partner store. The ** Partner Store gives additional discounting to military, first responders, and government employees. Order ********** for $2,065.23 was placed on 6/3/2024. Order ********** for $645.20 was placed on 6/5/2024. Order ********** was for the following items: 1 of item WM6700HBA - washer 1 of item DLEX6700B - dryer 1 of WDP6B - pedestal storage drawer Also included in the order was free delivery and installation, haul away of old appliances, and 3 year extended warranty. Order ********** was for the following items: 1 of WD300CB This order also included in the order was free delivery and installation for the item, as well as a 3 year extended warranty. The orders were placed online and order confirmations were received with a delivery date of 6/20/2024. On 6/19/2024 I received two email confirmations stating that the items would be delivered on the 20th. The morning of June 20th I received a call from the last mile delivery team letting me know that the items would not be delivered as they did not have them. They had me reschedule the delivery for 6/27. After many phone calls to both ** and the shipper, the items were always in ship status. Then ** informed me that there was a "logistics error" and the items were returned. I asked for them to correct and reship. They told me they could not do this. I was not able to reorder as I was at my limit on the store with the original order. Also, my charge card has been charged and not refunded yet. I am cutting the amount of information short, as it is a lot. The summary is: I ordered items, they have not been received, and my card has been charged. I still have not received resolution. I haven't been able to reach a customer service member that could resolve. Please assist in helping me get what I ordered ASAP. I also asked for compensation since I have had to pay for a laundromat for the entire month. They declined this request. :(

  Business response

  07/01/2024

  07/01: This customers complaint has been received and carefully reviewed. We sincerely regret that the customer has experienced difficulties with delivery of this unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Our records indicate that **'s online orders team has been contacted. 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** refrigerators have defects and lose the power to get cold/freeze. ** will not stand by their products to repair or replace, yet these expensive appliances continue to be sold to consumers in stores like Best Buy in ***********************. They will stall for weeks in sending repairmen and cancel repair orders without informing waiting customers. Customers are left living out of an ice chest for weeks, while having to eat out every meal, purchasing 20 lbs bags of ice to keep cold water in this heat, throwing away hundreds of dollars in spoiled food and leaving senior citizens with chronic diseases unable to refrigerate needed medicines. It strains my back lifting heavy bags of ice and emptying ice chests on a daily basis for weeks. Im sick and tired of no one taking responsibility for repairing or replacing this 4 year old beautiful refrigerator. This has disrupted this senior citizens life and I dont know where to go for help. I have called other appliance repair services, but no one wants to repair ** refrigerators, because ** is in a law suit over these defective refrigerators. What should I do? I need my life to go back to being normal. Thanks for listening.

  Business response

  07/01/2024

  07/01: 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 a repair service,with an in house ** Certified Technician under repair number RNN240630062068 on 07/05/24 between 8A-12pm. This is the fastest service currently available. If you have questions or need to cancel/reschedule your repair please call ************. We ask the customer to provide a copy of their original proof of purchase 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, mailing address, and email.
  Thank you.

*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. ↩