ComplaintsforLG Electronics

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a brand new fridge did everything by the book, found out it is not cooling as it should, contacted the company-complained, have a number for repair, and they have done nothing and it has been weeks

  Business response

  08/05/2024

  08/05: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. ** has already escalated your case over to their locator team to locate a servicer. 

  Customer response

  08/07/2024

  [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

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/26/2024 purchased an ** front loading washing machine and dryer set (plus pedestals) from WDC, ********************. 4+ months later, the washing machine began to show error message regarding vibration sensor. 10 days ago, it stopped working altogether (spin cycle). WDC connected me with their customer service ***** A day later, I received a text that a service technician had been scheduled to repair the machine and a 4 hour time window for the following day was provided. Towards the end of that time window, the technician called and informed me that he would not be coming to repair my machine, because he wasn't equipped to repair ** front loading machines. ??? Further, he told me that he worked for ***** and that the company was having problems. Huh??? He told me to call ** for further assistance. Called ** and spoke with both a customer service rep and supervisor. Both assured me that I would receive a call within ***** hours. NO call. I have since called WDC numerous times, and even went to the business in person to express my frustration, disappointment and pleas for help. I was even willing to PAY OUT OF POCKET to have my machine serviced by an ** certified tech, but I was told that the cost to repair would be upwards of $1000, nearly the cost of the machine! WDC has gone to great lengths to help me get this matter resolved ( under warranty) and they have also had to deal with **'s abysmal customer service. I have messaged **'s president's ****** (an option on their website) and called ** once again today (I started this process 5 days ago) and was informed that the matter has been escalated to the highest level, and that I would hear from someone by Aug 7--5 days from now! ** was highly rated when I researched new machines. I can't even reach a service agent in the ***. Without a working machine for two weeks! I am hoping that this message will be received by ** to the extent that someone with a high level of care will provide real, meaningful service. Thank you

  Business response

  08/05/2024

  08/05: 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. We show that this customer already has a scheduled repair service with ****************** Center,  A&E *************** (it will be a different tech), repair number RNN240802057130. 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. Phone: ************** M-F 7am-7pm CST Or you can visit their website: ********************************. We see that you have been assigned to ** Case Manager, ******, she will follow up after your repair service. Thank you.

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am writing to formally reject the response provided to my complaint #********, as the issues I raised have not been adequately addressed. Despite assurances from three different ** representatives, I have yet to receive a promised call back.
  

  Your BBB message indicated that a "different tech" would be assigned to my repair appointment. However, I have checked the status of my appointment and found that the same technician has been assigned. Additionally, the time window for the appointment continues to change, now showing a window of 3:50-5:20pm, which is outside of the original 12-5pm timeframe. This constant shifting is frustrating and disruptive.
  

  It is clear to me that my concerns are not being treated with the urgency they deserve. As a customer, I am investing significant time into resolving this issue, and it is disheartening to feel that my time is undervalued.
  I have made several attempts to contact A&E ******* Services but have been unsuccessful. Furthermore, the technician, ******* (who identified himself with a different name), canceled my service last week, claiming a lack of "schematics" to repair my machine. This situation feels suspicious and undermines my confidence in the service process.
  

  Given the ongoing issues and lack of satisfactory resolution, I believe the appropriate course of action is to replace my machine, which is still under warranty. Additionally, I request a phone call from a US-based ** representative to discuss this matter further.
  

  I appreciate your immediate attention to this matter and look forward to a prompt and satisfactory resolution.
  

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

  Business response

  08/14/2024

  08/14: This customers rejection complaint has been received and carefully reviewed. Thank you for your response and feedback.  We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. The BBB agent that was handling the customer's case spoke to the customer via text on 08/13 and she confirmed the unit has been repaired. As of now ** considers the case closed. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a tv that says a remote control has voice control. What I got an old cheap remote. The box on tv says voice control by ****** or ****** Even the remote control guide that came with it has a picture of genie remote. Misleading. They told me that I need to but genie separately, which doesn't make sense. If I knew that I wouldn't have purchased the product. ** 75uq7050zud.

  Business response

  08/05/2024

  8/5>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 advise if the magic remote is what this customer is requesting, thank you.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered an ** 4.5 cu. ft. Front Load Washer with TurboWash 360 through ****** on January 2, 2024, delivered January 18, 2024. As of August 2, 2024 (possibly earlier as I don't wash often - once every 3 weeks to monthly), I saw that there was a massive crack on the glass on the inside of the washing machine - this crack goes from the top left to bottom right edge of the washer door. The glass is falling apart in chunks and renders the washing machine useless and dangerous. I called ****** for warranty assistance on August 2, 2024. They said it's under ** warranty, and called ** for me on the call. ** said that they will not help with this issue at all because it's cosmetic. The ****** representative advised ** that this isn't cosmetic and makes the washing machine unusable, but ** said any glass issue is cosmetic, regardless of how bad it is. How is it cosmetic for the door to be broken ad making the washer useless? ** needs to fix this issue in their doors. I've seen online that this isn't uncommon - there are a lot of posts about washer doors shattering out of nowhere. Regardless, this needs to be included in warranty.

  Business response

  08/05/2024

  08/05: 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 handling the case (******) has reached out to the customer. 

  Customer response

  08/05/2024

  
  Complaint: 22084473
  
  Thank you for your reply and for ****** reaching out. I've replied to ******'s text and will determine whether I accept **** response after seeing how the technician ****** is helping to schedule responds. 
  
   

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called customer service about my issue with my fridge. Got the run around wasting 5 hours of my day. I was given phone numbers for service companies to complete the service for the compressor under warranty. There is no one in my area willing to touch the ** Product line because they are junk. Then they also gave me a number to someones house and another number to a Garage repair for CARS!!! At this point the since you can't send someone to service your junk product a replacement should be shipped to me and you can have the old to refurb and sell to another poor soul. Regardless this fridge is gone when I can purchase a new one.

  Business response

  08/05/2024

  8/5>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 qualified for a refund through **. We show that this customer has advised they have already disposed of the unit. There is nothing further ** will be able to do to assist. ** considers this case closed.
  
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They aren't honoring their warranty. I've called dozens of times in the last three weeks.

  Business response

  08/05/2024

  08/05: 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 would not currently qualify for a refund or replacement through ** at this time. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. We show that this customer has been scheduled a *********************** with ************************** ACE APPLIANCE REPAIR OF WV, repair number RNN240801046213 . 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. Phone: ************. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the middle of June 2024 my refrigerator stopped cooling. I notified ** at ************* and they told me my appointment was for June 20 between 10 am - 2 pm. On the 20th tech ended up changing the compressor. A couple of days later I again notified ** my refrigerator still was not working. Also during this time they offered me $200 for food spoilage. They told me to expect an email within 2 days regarding the $200. Again I called them stating I never received the email. after going back and forth with them I did receive the email and the $200. On July 8 the repairman came back and repaired my fridge. While there he said, if what he did didn't work it could be a problem with the electronics which isn't covered. Fortunately the fridge started working properly. A couple of days later I notified ** that both my ice makers are not working properly. I said both trays fill with water and then freeze but the trays will not eject the ice. I told them I pressed the reset button, toggled the on off switch but it still wasn't working. I've been told different thing every time i contact **. A mgr said they could send me the ice makers or a tech can come and look at them and replace them. i said i'd like to have the tech do it. He said someone from the repair company would call me within 30 min. I ended up calling the repair company. they said they never received in order for that. On July 9th I received a text From ****** in the presidential ************** stating she would submit a courtesy compensation for $250 due to food loss. ****** has tried to reach me by phone and text. When she does call i'm unable to answer because i'm at work. i have responded to her text messages but she doesnt respond back to them. *** asked ** to contact ****** to let her know to please call me in the mornings. She has yet to do so. Ive also told ** i havent received the $250 ****** has submitted. ** said because I already received $200 that was my courtesy compensation for the year.

  Business response

  08/03/2024

  8/3>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, mailing address, email and phone numbers that your account may be listed under. PLEASE RETAIN POSSESSION OF YOUR UNIT UNTIL A RESOLUTION IS COMPLETE, thank you.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased several ** appliances at ********** just over a year ago. One of them was an ** fridge. We have had nothing but problems with this since we got it. It started making horrible noise a few months in so we had a tech come out and look at it. It was the freezer door gasket. A magnetic one that the tech said goes bad all of the time and would most likely need to be replaced frequently. Just this week, it started making the horrible noise again. It's clearly the fan rubbing on ice formed on the evaporator coils inside (so says my husband) This is due to air leaking in from the , you guess it, bad gasket! We contacted ** via chat and the rep stonewalled us. They said it was out of warranty nothing they could do. We called them and spoke to 2 ********** 3 reps were rude and completely unhelpful and not apologetic at all. This company is a sham. Avoid at all costs. We just want a new fridge since this one is defective or a refund so we can purchase a different brand

  Business response

  08/02/2024

  8/2>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, mailing address, email and phone numbers that your account may be listed under. Thank you.
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My refrigerator has been down and not cooling for two weeks. It is supposed to be under warranty. When I contact ** they tell me I just need to wait for them to contact me or I can get my own tech and get partial coverage for parts. Parts and service are supposed to be under warranty. I started going through the process of getting my own tech and now ** has reached out and said their Returns Authorization Team will be reaching out soon. I'm totally lost at what I'm supposed to be doing. Going without our fridge for this long is ridiculous. We have a medically complicated infant with medications and milk that both need to be refrigerated and this has been an unnecessary burden in our life.

  Business response

  08/02/2024

  08/02: 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. At this time the customer's case is going to be submitted to our returns department due to no service found by our locator team. 

  Customer response

  08/06/2024

  
  Complaint: 22079957
  
  I am rejecting this response because:
  
  We finally received a response from ** on 8/2 after filing this complaint and we were offered a settlement that voids our any future warranty. We are unable to find someone to do a repair for less than the settlement amount. The settlement amount is less than half of what it would cost to replace the fridge with the exact same type and features. Someone was also supposed to call and talk to us about compensation for the food that was lost in the failure and that has not happened. Someone called today and left a message regarding this complaint, but did not leave any call back information for me to try to handle this. All we want is a working fridge at the end of this without having to spend triple our settlement amount. 
  
  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 refund amount is based off of the purchase date and deprecation. Also we can provide the customer with a $300 courtesy food loss check.  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Washer/Dryer from these guys and scheduled delivery on July 9. I stayed home all day the product was damaged in shipping, which I understand happens. They said it was rescheduled for with another unit later in the week. I waited, and nothing - I called in and they had to investigate because they forgot about my order. I was able to get in touch the ** Presidential Liaison. She assured me the delivery would happen ASAP. Then over the course of the next 12 days this Liaison supposedly work to get the delivery accomplished (this type of delivery should take 3 days at most). Of course the number she used to contact me is a fake number that wont receive incoming calls - So ** refuses to let customers even talk directly to them. I was finally told the delivery is confirmed on July 31. I stayed home and waited, only for them to decide to reschedule AGAIN. Of course all of their call **** are "overseas", they are located in the ***********. They do this to exploit cheap labor. So this company is hiring poor people on the other side of the Earth to answer the phone and refuse to provide any information. I am now taking off work for an entire THIRD day. I have lost 3 days of work sitting at home waiting on a delivery that ** refuses to even update me on any delays. When they "delay" their delivery, they think its OK to just not tell me and think its OK to have the only contact information be someone in the *********** who will simply read from a script and tell me the exact inflation on the email that I can already see. They also think its OK to refuse to allow me to speak to anyone in this country who can actually figure out where and when they will deliver this appliance. I am asking to be compensated for missing 3 days of work and to warn anyone else out there about this company's business practices. Its August 1st, almost a month later - and I still do not have this item delievered.

  Business response

  08/09/2024

  8/9>This customers rejection complaint has been received and carefully reviewed. Thank you for your response and feedback. Our records indicate that this customer's product has been delivered on 8/2/24. ** considers this case closed.
  
  

*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. ↩