Business Profile

Appliance Sales

LG Electronics

Headquarters

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Complaints

This profile includes complaints for LG Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,846 total complaints in the last 3 years.
1,971 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an LG OLED65C4PUA (C4 Series 65") on April 12th 2025. From the start, the TV was unable to load the required user agreement, which blocked access to all smart features, including streaming apps and the web browser. I contacted LG support multiple times and followed all troubleshooting steps: factory reset, power cycle, testing on various networks including my university's Wi-Fi (250+ Mbps), and a laptop hotspot. Despite clearly demonstrating the issue was not on my end, LG support repeatedly insisted I use a phone hotspot (which I did not initially have access to), and implied I was being dishonest about my setup. They refused to escalate the issue and I had to talk to many different chat representatives to get anywhere. Eventually, the user agreement finally loaded on its own without any change to my setup — proving the issue was with LG’s servers or firmware, not my internet or TV. Nature of Dispute: Product arrived with a critical software issue Poor customer service and refusal to escalate Repeated unnecessary troubleshooting Time lost and unnecessary stress due to dismissive support Resolution Requested: I am requesting that LG acknowledge the poor customer experience and offer a goodwill resolution, such as an extended warranty or formal support coverage beyond what was included with the purchase, to compensate for the inconvenience and time lost during this process.
Business Response
Date: 04/14/2025
04/14/2025
Hello ******
This is Carlise, LG’s Presidential Liaison. Thank you for reaching out and for sharing your experience. We sincerely apologize for the inconvenience and frustration caused by the initial issues with your TV, as well as the difficulty you encountered during your support interactions.
We appreciate your patience and persistence in working through the matter, and we understand how time-consuming and stressful this situation has been — especially when the issue was ultimately found to be beyond your control.
As a gesture of goodwill and in acknowledgment of the inconvenience you experienced, I’d like to offer you a complimentary 2-Year LG Promise Plan (extended warranty) for your ************
To proceed, I’ll need a copy of your purchase receipt and a clear photo of the TV’s serial tag. I will follow up with a call to assist with collecting these items and getting everything processed as quickly as possible.
Thank you again for your feedback — we’re committed to ensuring a better experience moving forward.
Best regards,
Carlise
Presidential Liaison
LG Electronics USA
Customer Answer
Date: 04/14/2025
[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
Date:04/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nature of Complaint Product: ** ********* Dishwasher (Serial #************) Issues: Control Board Malfunctions: Random shutdowns mid-cycle, unresponsive display for 24+ hours. LG’s 2018 service bulletin ************) acknowledges moisture-related defects in control panels, but repairs fail to resolve the issue. Leakage: LG’s chat agent (Venus B******, April 12, 2025) dismissed concerns despite widespread reports of seal failures. Resolution Attempts: April 12, 2025: LG chat support refused to acknowledge recalls, advising ineffective resets. Violations: Breach of implied warranty under the Magnuson-Moss Warranty Act. Failure to address known defects documented in LG’s internal bulletins. Desired Outcome Full replacement of the defective dishwasher.
Business Response
Date: 04/14/2025
04/14/2025
Dear Mr. ***********
This is Carlise, LG’s Presidential Liaison. Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience you’ve experienced with your ** ********* dishwasher.
We understand the frustration caused by the control board malfunctions and appreciate your detailed explanation of the issues. We also acknowledge your reference to our 2018 service bulletin and your recent interaction with our support team.
After a thorough review of your case, we must inform you that your dishwasher, manufactured in 2017, is outside the warranty period for both parts replacement and unit replacement. While the control board was covered under a limited warranty for up to two years from the original retail purchase date, that coverage has since expired.
Unfortunately, we are unable to offer a replacement or refund for the unit at this time. However, we are still able to assist with repairs. Please note that any service would be provided at your expense, including parts and labor.
We truly value you as an LG customer, and if there’s any further assistance we can provide or if you would like to proceed with setting up a service appointment, please don’t hesitate to let us know.
Sincerely,
Carlise
Presidential Liaison
LG Electronics USA
Customer Answer
Date: 04/14/2025

Complaint: ********

I am rejecting this response because:

Re: Demand for Replacement of Defective LG Dishwasher (LDF5545ST, S/N ************)
Dear Ms. C*******
Your April 14, 2025 response denying warranty coverage due to age is unacceptable. LG’s failure to disclose the 2018 service bulletin ************)—which explicitly acknowledges control panel defects caused by moisture infiltration—constitutes a breach of the Magnuson-Moss Warranty Act.
Key Points of Dispute
Withheld Information:
The 2018 bulletin confirms LG’s prior knowledge of systemic defects in the LDF5545ST.
Had I been notified, repairs could have been completed under the original warranty period.
Ongoing Defects:
The control panel continues to fail despite LG’s recommended resets.
Legal Obligations:
Federal law (15 U.S. Code § 2308) prohibits conditioning warranties on age if defects predate expiration.
Washington’s Consumer Protection Act penalizes companies that conceal known defects.
Final Demand
I reiterate my request for a full replacement of the dishwasher by April 30, 2025.

Regards,
***** *

*********
Business Response
Date: 04/16/2025
04/16/2025
Dear Mr. ***********
Thank you for your follow-up and for taking the time to outline your concerns in detail.
We understand your frustration and take your comments seriously, especially regarding the 2018 service bulletin and the legal references you provided. Please rest assured that LG reviews such matters with great care in accordance with both our internal policies and applicable regulations.
After a thorough review of your case—including the model, service history, and date of purchase—we must reaffirm that your 2017 dishwasher falls outside the coverage period outlined in LG’s Limited Warranty Terms and Conditions. As a result, we are unable to offer a complimentary replacement, refund, or warranty-covered repair.
Sincerely,
Carlise
Presidential Liaison
LG Electronics USA
Initial Complaint
Date:04/11/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Item purchased and operational on receipt. Bulging on side of refrigerator made it outside of specs stated. Lg technician verified that refrigerator needs to be replaced. Lg states cabinets are not to spec which was not conclusive with technicians report.
Business Response
Date: 04/14/2025
04/14: 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.
Customer Answer
Date: 04/14/2025
[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
Date:04/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a washing machine from ***** on April 11, 2024. I have had an issue with an E6 error code twice now. It has been repaired once before and now I have the same error code. I have been trying get an appointment for service and they have been unable to secure an appointment and my warranty ends on the 11th. I spoke to an LG agent on Monday March 31, Monday April 7, and again today April 10th. I have been told someone will contact me to resolve the issue but I haven't been scheduled and my warranty ends tomorrow. I would like a repair appointment or a refund to purchase a new washing machine. Thank you
Business Response
Date: 04/11/2025
04/11/2025
Dear **. *****,
Thank you for reaching out, and I sincerely apologize for the ongoing issue you've experienced with your washing machine and the difficulty in securing service—especially with your warranty nearing its expiration.
I understand your frustration, particularly given that this is a recurring error (E6) and that you’ve made multiple attempts to resolve it. Please rest assured that we are prioritizing your case.
To ensure your issue is fully addressed, I’ve escalated your service request internally and noted the timeline of your outreach, including that the original issue was reported before your warranty expiration. We will honor the warranty coverage accordingly.
I will be calling you within the next 1–3 business days to confirm your preferred path forward—whether repair or further resolution—and to ensure we get a service appointment scheduled promptly. If there’s a specific time that works best for you, feel free to let me know.
Thank you for your patience, and again, I apologize for the inconvenience this has caused.
Sincerely,
Carlise
Presidential Liaison
LG Electronics USA
Customer Answer
Date: 04/13/2025
[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
Date:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told that there would not be a charge for a technician to look at our machine because it's under warranty. Parts and labor are included under that warranty. The technician came out and didn't fix anything. I then received a bill for $150. When I called about the bill, I was told that the technician said he fixed something and it was to cover parts. He did not fix anything, so there should not be a charge for parts. Parts should have been covered under the warranty, so a charge shouldn't have happened regardless. The person I spoke with told me they would escalate the issue and not to worry, I would not be charged. A couple of weeks later I received another text message asking for the $150 to be paid. I called back, again, but was told to speak with a different department. I've been passed from person to person over this issue and given different information each time. The final person I spoke with today told me that we need to pay the $150 for the technicians time. I told her that was never explained to us, and she said it could be escalated but they would simply tell me the same thing. This process has been very upsetting. Each person has given us different information, and the miscommunication is costing me time and money. Had we been told up front that if he doesn't fix anything, it would cost us $150, I would not have scheduled the appointment. Then being told not to worry, that they fixed the issue and wouldn't be charged, only to then be sent another bill - is insane. I have yet to speak with a member of the escalation team, even though it has supposedly been escalated twice now. I want this to be over with and I do not feel that they should receive payment when their employees are not giving consistent information to customers.
Business Response
Date: 04/08/2025
04/08/2025
Dear ****** *********
Thank you for sharing your feedback with us, and I sincerely apologize for the frustration and confusion you have experienced. I understand how challenging it must be to navigate through these miscommunications, and I want to ensure we resolve this matter as quickly and efficiently as possible.
I’ve reviewed your case, and I want to clarify the situation regarding the $150 charge. Based on our records, the charge for repair ticket number *************** is specifically for labor related to the technician’s visit. The technician’s assessment and time spent at your location were outside of the warranty coverage, as your unit is from 2021, which places it outside the warranty window for full repair coverage. This is why there was a labor charge.
However, I understand from your complaint that there was confusion regarding the scope of the service provided, and you were initially informed that there would be no charge. I sincerely apologize for the inconsistency in the information you’ve received. It’s clear that there was a breakdown in communication, and I can understand your frustration in being passed from department to department without a clear resolution.
I want to assure you that we take your concerns seriously, and I apologize for the inconvenience this has caused you. I am escalating this matter to ensure that you receive a resolution that is fair and consistent with the information you were provided initially. You should not have been misinformed about the charges, and I deeply regret that this has caused you undue stress and confusion.
As of now, unfortunately the fee stands. I also want to let you know that if the $150 is not paid, the Out-Of-Warranty Department may escalate this case to a collections agency, which could affect your credit report.
Please let me know if you would like any additional information or if you’d like to discuss further options for resolution.
Once again, I apologize for the confusion, and I appreciate your patience as we work to sort this out.
Best regards,
Carlise
LG Presidential Escalations Department
Customer Answer
Date: 04/08/2025

Complaint: ********

I am rejecting this response because:
I was told different information from different team members throughout this process. If it was a consistent message I would accept this outcome. However, the miscommunication is from LG and their staff within different departments. I should not be penalized and charged because of their lack of training.

They apologized but still haven't any payment when their own team members, told us we wouldn't be charged. That is not the fault of the customer. That is a training issue on their part.

Regards,

****** ********
Business Response
Date: 04/09/2025
04/09/2025
Dear *** *********
Thank you for reaching out and sharing your feedback. I truly appreciate the opportunity to address your concerns, and I apologize for any confusion and frustration caused by the inconsistent information you received throughout this process.
I understand that you were given conflicting explanations from different team members, which understandably led to confusion and a lack of clarity regarding the $150 charge. I completely agree that miscommunication between departments should not result in a negative experience for you as our customer, and I am truly sorry that this occurred.
While our records show that the $150 fee has been processed and the case is marked as closed, I want to assure you that your feedback regarding the communication breakdown has been taken seriously. We are actively reviewing this matter internally to prevent similar situations from happening in the future.
If you feel there are additional steps we can take to resolve this issue, please don’t hesitate to reach out. Your satisfaction is important to us, and we want to ensure that we provide you with the service and clarity you deserve.
Once again, I apologize for any inconvenience caused, and thank you for your patience and understanding.
Sincerely,
Carlise
LG Presidential Liaison
Initial Complaint
Date:03/29/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a washer and dryer in Sept 2023 I n Aug of 2024 I discovered that my washer was rusting on the outside. Called customer service about the problem. After speaking with several people and them trying not to cover the issue they gave in and decided to send a repair man here . Before even seeing my machine they ordered several parts that were delivered to my house. ( so obviously they already knew the issue ) Repair man came replaced some parts and told me it would be fine even thou there was still rust on the hinges of the door and the outside of the front loader door . Now March 2025 the same issue is happening and they tell me there is nothing they can do but send a repair man here at my cost . Please help
Business Response
Date: 03/31/2025
03/31/2025
Dear *** ************
Thank you for reaching out and sharing your experience with us. I’m Carlise, LG’s Presidential Liaison, and I want to personally address the concerns you’ve raised regarding the rusting issue with your washer.
I sincerely apologize for the inconvenience this situation has caused, especially after multiple repair attempts. I completely understand your frustration with the recurring issue, and I regret that this has not been fully resolved to your satisfaction.
In order for our Return Authorizations Department to review your case for a potential replacement or refund, we typically require 2 to 3 completed repair cases with different parts replaced on multiple occasions. Unfortunately, based on our records, your case does not yet meet the criteria for a replacement or refund.
However, I understand this is a significant issue for you, and I want to ensure we find a satisfactory resolution. I will be reaching out to you this week to discuss your case in more detail and explore any further options we can offer.
Thank you for your patience, and I look forward to speaking with you soon.
Warm regards,
Carlise
LG Presidential Liaison
Customer Answer
Date: 03/31/2025
[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
Date:03/28/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a refrigerator go bad and still under warranty. Food over 600 dollars went bad and was told I could file a claim for food lost after repair. I had to get a local tech since LG didn’t have anyone available for weeks. I have 2 children I told LG representative I could afford to keep buying outside food for weeks for my family so I was advised to hire local tech which I did. Payment was supposed to sent to tech guy and hasn’t not been paid for over 3 months. I keep calling to inquire regarding the payment and I keep getting misinformation. Every time I call is something different. I would like to have that bill paid and reimbursed for food lost.
Business Response
Date: 03/31/2025
3/31> Dear ***** ********
Thank you for bringing your concerns to our attention regarding your recent experience with our exchange and return policy. We sincerely apologize for the difficulties the customer has faced with their unit. You have been assigned a case manager for further assistance please be sure to respond back to them. Thank you for your cooperation, and we look forward to resolving this matter.

Customer Answer
Date: 03/31/2025

Complaint: 23130660

I am rejecting this response because:

There is no actual response to my complaint not solution to my issue.

Regards,

***** *******
Business Response
Date: 04/02/2025
4/2>Dear ***** ********
Thank you for your response to Complaint ID Number: ********* Our records indicate that this customer was processed for a courtesy compensation request for food loss in the amount of $300. The reference number in regards to this request is ******************

This customer was also processed a service reimbursement request in the amount of $375. The reference number in regards to this request is ******************

You will receive a check for each monetary within 1 to 3 weeks via regular **** mail.
LG considers this case closed. Thank you for your patience in resolving this matter.
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a tv from LG that was delivered 12/14/24. In February vertical and horizontal lines began appearing on the right side of my tv. On 2/13/25 we contacted LG about the lines and they said to run a pixel refresh to try and fix the issue and if the lines come back after doing this 5 times to call them and they would find someone to repair the tv. I called them back on 2/25, 2/26, and 2/28 and they determined the tv needed repaired and insured a service ticket. On 3/5 LG claimed that a servicer had accepted the repair request. Brian the servicer called me and said LG would tell me the service was accepted and that was not true he also said that it would take a while to get the tv fixed fine doesn’t approve his service. I called LG on 3/5 after being concerned with what he said. They told be if the tv isn’t serviced in 30 days from 2/28 that I could request a replacement or refund. Fast forward to 3/19 a new servicer was assigned GoetzTV. Their repairman who accepted the service called me 3/25 and said that LG canceled his service and issued a new ticket for someone else. He told me he was confused because he already ordered the part and never cancelled his agreement he also told me that since the process started over that it will probably be awhile for lg to get my tv repaired. I called lg back on 3/26 and they again told me if it wasn’t serviced in 30 days from 2/28 I can get a replacement tv. I asked for this in writing. I got an email stating if the tv wasn’t serviced in 30 days from February I would qualify for a replacement. I called today 30 days from the 2/28 and they refuse to honor what was said in the email. They have a new servicer who has yet to receive a replacement part or schedule a date to fix the tv. I want LG to honor their email and replace the tv. I can provide a copy of the email, phone numbers for the services mentioned above and time stamped calls made to LG. I shouldn’t have to wait this long to get this problem resolved.
Business Response
Date: 03/31/2025
3.31>Dear ******* *******
Thank you for bringing your concerns to our attention regarding your recent experience with our exchange and return policy. We sincerely apologize for the difficulties the customer has faced with their unit. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. Our records indicate, that this customer has been scheduled for a repair service with an Authorized Service Center.
Please (contact them directly to confirm your appointment date and time), cancel or reschedule your existing appointment, check on part orders, or anything else related to your repair.
Reference Number* ***************
Service Company: ****** ************ ***
Contact number: ************
Thank you for your cooperation, and we look forward to resolving this matter.
Customer Answer
Date: 03/31/2025

Complaint: ********

I am rejecting this response because:
I was told via phone and by written email if they failed to service the tv in 30 days I could get a replacement. They’ve already cancelled one servicer who was ready to fix the tv. They cancelled his service for no reason. He is with Goetztv I can provide his phone number. The new servicer they have referred to has not scheduled a service date yet as they are waiting for a replacement part that can take 10 days. Two prior servicers lg reached out to repair the tv both called be and warned me it’s common for lg to drag this out. This can also be backed by reviews when searching how to escalate complaints with lg. none the less, I have in writing from lg they would replace the tv it wasn’t serviced in 30 days from February. It has now been 30 days. I have provided LG/servicers with all the information they have requested immediately multiple times so this process wouldn’t drag out. LG has been the one delaying things. It shouldn’t be this hard to get a working tv. A panel should break a month into buying a new tv.

Regards,

******* ******
Business Response
Date: 04/11/2025
04/11:This customer’s rejection complaint has been received and carefully reviewed. Thank you for your response and feedback. LG's system show's the customer's unit has been repaired by ****** ************* Please confirm if service needs to be dispatched again.
Customer Answer
Date: 04/14/2025
[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
Date:03/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 4 appliances 9/2023 and I have limited manufacturer warranty until 9/2024 and a 1 year extended Thin Care manufacturer warranty until 9/2025. My LG Dishwasher, **************** Model# LDTH7972S has been giving issues since 12/2024. I have contacted customer support 4 times, the 1st time (12/2024) from nowhere I was getting an FE/AE (internal leakage) display error code. I was given troubleshooting instructions (disconnect, restart, hold buttons, etc.), the error went away. The second time, (1/2025-Receipt #***************) received the same error codes and try all the same troubleshooting and this time it didn't work. They scheduled me an appointment with ***** ********* ********* **** but I canceled it because over the weekend the error message went away. The third time, (2/2025-Receipt #***************) the error came back, all the troubleshooting again and nothing. This time T**** ********* ********* *** tech came in and troubleshooted and didn't find anything; everything inside was dry and no sign of water leakage. I ask the tech was this keeps on happening, he said maybe the mouse touch the sensors. I ask what mouse, he said there are a few mouse poops in on the floor under the dishwasher. I ask how that can be there plates and covering all over the wiring and controls? He couldn't explain. So he said there is nothing he can do, he reset it by doing a power cycle and error was gone. I placed a 4th call (3/2025-Receipt # ***************) because the buttons on the door stop working. An appointment was schedule and the vendor never showed up. I called LG 1 day after the appointment date and they told me that the vendor doesn't want to service my home because there was mouse poop and that I first have to get an exterminator before service. I never received service and LG doesn't have any more vendors they work with. Paid so much for a dishwasher that lasted 1 year. If you don't have a vendor that will service me, send me a new dishwasher.
Business Response
Date: 03/28/2025
3/28> Dear **** **********
Thank you for bringing your concerns to our attention regarding your recent experience with LG's exchange and return policy. We sincerely apologize for any frustration or inconvenience this situation may have caused. We understand how important it is to have your unit functioning properly, and we appreciate the opportunity to review your claim.

Our records indicate that during the technician’s inspection, a pest infestation was noted on your work order (***************). Unfortunately, as outlined on page 48 of your owner's manual, damage or failure caused by pests, vermin, or other external factors beyond LG’s control is not covered under the limited warranty. Due to this, the warranty for your unit has been voided, and we are unable to proceed with a covered repair.

Additionally, the presence of an infestation poses a health risk to our technicians, preventing us from offering further service at this time.

This resolution has been determined in accordance with the policies and procedures of the Return Authorizations Department. As such, we are unable to override this decision.

We regret that we are unable to provide a different outcome and appreciate your understanding in this matter. LG considers this case closed. If you have any further questions, please let us know.
Customer Answer
Date: 03/28/2025

Complaint: ********

I am rejecting this response because: what the tech noted was that there were mouse poop "under the dishwasher", "on the floor" and "maybe" that trigger the censor reporting there is a leakage. No where in my report or my the tech said anything about mouse inside the machine. Not only that, tech suggested a pest inspection if more works need to be done around that area. If I had a problem in my house, I would see that all over the place not only a few droppings under the dishwasher. The problem that is been reported on the last work order was the door is not responding, the tech does not have to open or even be under the dishwasher to replace the control panel in the door.
LG is such a big company with such good reputation and is going by the words of 1 tech and 1 vendor that has millions of complaints by users. Please send me a company that will serve the customer not Total Appliance or just replace my machine or do I have to go to court for this?

Regards,

**** *********
Business Response
Date: 04/05/2025
4.5> Dear **** **********
Thank you for your response regarding Complaint ID:********. We sincerely apologize for any frustration or inconvenience this situation may have caused.
LG has advised if you can provide LG with an updated valid Pest Service Invoice from a credited company stating that your LG dishwasher/home are pest free they will schedule you back for a courtesy service for your unit. Only tingent upon receiving the Pest invoice.

Another option is if you have you own local LG Certified Company you would like to use we can scheduled a LOA letter of authorization to that company to assist you. They would require the following info:
Servicer Name:
Servicer Address:
Servicer Phone Number:
Servicer Email:
Person to Contact:
Parts Needed:

Thank you for your cooperation and if you have any further questions, please let us know.
Customer Answer
Date: 04/07/2025
[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
Date:03/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Case number *************** LG REPAIR On March 6, 2025 I called LG to schedule a service appointment. Our refrigerator is no longer under warranty. We had two issues. craft icemaker was broken for the second time and we also have a large noise coming from the refrigerator. I was told that the craft issue was covered under an extended warranty because they were aware of the issue.However, the noise situation was not covered. I paid $458.85 for the repair man to look at the noise problem. The repair band came on march 11, 2025. The craft icemaker was clearly broken. We actually had parts of it that had broken off into the ice tray. was an easy and quick fix. I then tried to show him the video I had taken of the buzzing noise from the refrigerator and told me he didn’t need to see it. It was not something that he could do anything about. He did not want to look at thefridge or make any adjustments or make any attempt to fix it. He basically just told us we had to live with it. Since then, I have called LG three times maybe four regarding a of the fee that I was charged for service that the repair man basically told me he would not or could not do. every time I call LG I get the same answer. They’re going to escalate it to upper management and they’re always waiting for an answer.Someone’s always going to call me and never does. I get the same story every time. I have put a dispute with ******** and they temporarily reversed the charges. I told LG this morning that I was going to contact the BBB as my next step I have a receipt from the repair man clearly states he only worked on the craft ice and he said “there are no other problems“. To complicate matters there are actually two amounts that they charged me. The initial $458.85 and then an oddly adjusted amount of $426.93 for a reason I’m not sure of. I feel I am due a full refund as there was no repair or even an assessment by the LG repairman.
Business Response
Date: 03/28/2025
03/28/2025
Dear *** *******
Thank you for sharing your experience with us. My name is Carlise, and I’m LG’s Presidential Liaison. I deeply regret the frustration and inconvenience you’ve encountered with both the repair service and the billing issues. Your feedback is important, and I sincerely apologize for the way your situation has been handled thus far.
From what you’ve described, it’s clear that you’ve faced repeated challenges, both with the service technician’s response and the charges associated with your repair. This is certainly not the level of service we aim to provide, and I completely understand your frustration.
I’ve reviewed your case, and I can confirm that the Craft Icemaker repair was covered under the extended warranty, as a one-time courtesy repair service, as you mentioned. Our normal processes only allows this warranty services on icemakers up to three years from the date of original purchase. However, I also understand that the loud noise issue with your refrigerator was not addressed, which is understandably concerning. This too is not covered under warranty, but I sincerely apologize for the lack of attention to that matter, as well as the lack of communication on our part regarding your billing concerns.
To help resolve this, I’ll be reaching out to our Out-of-Warranty Department immediately to investigate the double charges on your account and work toward a refund for one of those charges.
Thank you for your patience as we work to resolve these issues. I’ll personally follow up with you to confirm the progress on the refund and your concerns about the refrigerator. If you have any further questions in the meantime, please feel free to reach out to me directly.
Warm regards,

Carlise
LG Presidential Liaison
Customer Answer
Date: 03/28/2025

Complaint: ********

I am rejecting this response because:

Once again LG does not seem to understand the issue. First of all, we had no complaint about the service technician. He did a fine job with the craft icemaker and gave us tips on how to avoid the need to have it replaced for a third time. When I said that he refused to investigate the noise issue my intention was to convey to LG that no work had been done towards that complaint and therefore I should be entitled to a refund of the payment I made towards the cost of any repair related to that complaint. I am not complaining about Bill, the service technician. He simply conveyed to us that there was nothing to be done about this particular issue. It was a known problem, and there was no resolution available through him. Frankly LG should’ve known this in the first place me for something that they knew ultimately could not be repaired. My point was that the only thing we received from the service technician was verbal advice. my understanding of the pre-payment of the $458.85 was that it would go toward actual repair work. As there was no work done then the hold against that work should be refunded. I am not satisfied with LG‘s response that they will refund “one“ of the charges. They should be refunding both of the charges. I should owe LG nothing as there was no work done for the noise complaint, which is what I paid for in the first place.
I recently purchased a $4500 LG appliance package through **** ***** for our second home in *** *****. I am very disappointed with the service we received. I’m starting to regret that purchase and I’m wondering what kind of treatment we will be receiving down the road. While this refrigerator has problematic, we also own other LG appliances in our primary home. We have a a TV and another refrigerator. I’ve Been loyal to the LG brand and have spent a lot of money with them. I’m starting to wonder now if that was a mistake.
I still request a full refund of the initial charge of $458.85 and the second charge of $426.93.

Regards,

****** ******
Business Response
Date: 04/06/2025
04/06/2025
Hello *******
Thank you for your detailed response, and I sincerely apologize for any confusion regarding your case. I completely understand your frustration, especially after your experience with the noise issue and the expectation that the charges were for actual repair work.
To clarify, I will submit a claim to our Out-Of-Warranty Department regarding your request for a full refund of both the initial charge of $458.85 and the second charge of $426.93. I will ensure to follow up closely and will keep you updated as soon as I receive a response from that team.
I truly value your loyalty to the LG brand, and I deeply regret that this situation has caused you to question your experience with us. Please know that I am here to work with you to resolve this matter to the best of my ability.
Thank you for your patience, and I will be in touch soon with an update.
Best regards,
Carlise
LG Presidential Liaison
Customer Answer
Date: 04/07/2025
Better Business Bureau:

Although the resolution is still pending,I have reviewed the response made by the business in reference to complaint ID ********, and find that LG’s efforts are satisfactory to me at this time. I anticipate receiving either an email or a phone call, confirming that the charges have been reversed.

Regards,

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

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