ComplaintsforLG Electronics

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called ******************* (**) around 13 AUG 21 due to water leak within the refrigerator. A ** repair tech assessed it a week later and then advised he had to order two parts (water valve/pipe holder) to repair it. Around 3 SEP, tech advised water valve was on backorder with an unknown delivery date. He stated he would request a refrigerator replacement given an unknown delivery date. Called ** around 16 SEP who stated they submitted a return authorization (**), and that I should have a response within **** business days from ** department. Followed up on 29 SEP and discovered ** did not submit a **, so had to submit it again. Followed up a week later with the ** department who stated they did not see a ** claim, so the ** had to resubmit the **. Repeated this process for every week until 22 OCT when I finally gave up after being told by ** that I was denied because they could not read the sales receipt document and requested I resubmit the ** from scratch. To this point, I have spent numerous calls and hours talking with ** and ** departments including multiple times of being put on hold by a rep and during the hold the ** telephone system would hang up. Also, I was assisted by a ** rep ********** around 12 OCT, and he stated he submitted an escalation claim to higher management given the run-around I was receiving and the follow-*** I had to do. He stated I should receive a phone call from the escalation team 3-5 business days later, and that he would also call on 22 OCT to follow-up. As of **************************************************** the ** rep **********. Lastly, since multiple attempts of trying to get an **, the backordered part was received and the ** repair tech is coordinating to repair it. However, I do not want this refrigerator any longer given the (1) extremely poor service by ** **, and (2) significant damage done to my house because of the water leak. Final estimate from my insurance and contractor to repair damages to the house is $90K+.

  Business response

  10/28/2021

  10/28  This customers complaint has been received and carefully reviewed within our office.  The case did not qualify for a refund due to the customer having a pending technical appointment today, October 28th.  If the unit is not functioning properly and need to be replaced, the LG technician will escalate customers case for a resolution of a refund or replacement unit to the Returns Authorization Department.  You will be notified of this update.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a washer and dryer from ** in July. After one week it started flooding during a wash. We immediately contacted ** and they sent a technician out a couple of weeks later. They deemed it unrepairable. We have been in contact for MONTHS with no resolution and no follow-up from **. I contact them weekly to be told each time someone would call back in ***** hours with no callback or response to email. Their washing machine has caused thousands of dollars of damage to our home, time trying to repair the issue, and time trying to get ** to take responsibility for their negligence in their faulty product. We have provided them with everything they need to have resolved this in a quick manner including video recordings, dates of issue, receipts etc. I would love to support the multiple videos we have of proof of the washer leaking and causing damage to our home.

  Business response

  10/28/2021

  This customers complaint has been received and carefully reviewed. We see that there is currently a pending service appointment scheduled with AE Factory for Friday, October 29th.  This appointment is for the technician to look at unit to determine if it is repairable or not.  If not, ** will take the appropriate steps to get customer a refund or replacement unit.  If customer refuses appointment, it could possibly void the chances of getting an approved resolution of a refund or replacement unit. 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requested a replacement burner for ************************* June, 2021. ** technician neglected to disconnect power and damaged wiring in the panel. The parts were part of a recall and are no longer available. Followed all instructions from ** customer service and had two independent service calls requested by **. All reported range not able to be repaired. After 5 months calling **, still no contact from ** as to compensation for a range that cannot be repaired.

  Business response

  10/28/2021

  We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced.We have contacted the customer directly to continue with resolution.  We ask the customer to respond to the email sent directly from ** for the quickest response and to avoid any unnecessary delays.
  

  Customer response

  10/29/2021

  
  Complaint: 16067719
  
  I am rejecting this response because:
  ********************, I am not understanding why ** is not acknowledging that the range worked prior to the ** technician damaging the range. No matter how old the range is, it was in very good working order.  
  I do not think your offer is a fair offer and have been without any assistance from ** for five months.
  This range is not working because of an ** technician error, not from age.
  
  
  Regards,
  
  *************************

  Business response

  11/05/2021

  We have reached out to the servicer to continue resolution for the customer. We will reach out to the customer directly afterwards on how we will proceed.

  Customer response

  11/12/2021

  [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.
  

  I AM ANXIOUSLY WAITING FOR A DECISION.
  Regards,
  
  *************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1st call to troubleshoot issue Sept 16th 1st attempt at repair Sept 26th - repair company supplied by ** failed to bring all parts to successful repair lost all food in refrigerator and freezer well over $300 !2nd attempt to repair Oct 2nd - after repair refrigerator ran continuously and was unable to hold set temperature October 3rd filed 2nd spoiled food reimbursement form have called and emailed several times and have yet to receive a answer! October 21st 3rd attempt at repair refrigerator still runs ALOT doesn't hold set temperature and has multiple vibration sounds that come and go randomly .Now when I call *********** I get placed on long holds and are giving attitude and no answers.

  Business response

  10/27/2021

  10/27  This customer's complaint has been received and carefully reviewed. We sincerely regret that this customer is experiencing difficulties with his refrigerator.  We see there is a pending service appointment scheduled for Friday, October 29th between 8am-12 noon with Certified Appliance *************).  Once repairs are done, ******** Services can process a monetary claim for your food loss, which is a maximum of $200 for your case.  This monetary claim can only be issued once every 12 months, and not for every repair service/food loss occurrence.
  

  Customer response

  10/27/2021

  
  
  Complaint: 16064270
  
  
  I am rejecting this response because:
  
  I have NO service appointment set for the 29th never did! That company last serviced my refrigerator on Oct20th no follow up was set! ***************************** called me on the date service was completed said she was going to call back after 24hrs to check on repairs she never did! She emailed me a Oct20th from *********************** ask me for proof of purchase which I provided to her and for spoiled food reimbursement and have not received a email from her either.
  
  
  Regards,
  
  
  *************************

  Business response

  11/02/2021

  
  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with his unit.  We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. ** escalating the customers file to our Return ************************* for approval.  Rather than continuing with repair we will provide an alternate resolution. We request that the customer sends a copy of the original purchase receipt, and a picture of the model serial number sticker on the unit.  The customer can expect to be contacted via email by the assigned handling agent within 10 business days with details of the resolution ** can provide.  It is imperative the customer retains possession of the unit until given further instructions by the Return *************************.  In the event the 10 business day window has passed the customer is welcome to call the Return ************************* directly: ************ Mon-Fri 8a-5p CST. If you should have any further questions please contact us directly at BBB and **********************************. 

  Customer response

  11/05/2021

  
  
  Complaint: 16064270
  
  
  I am rejecting this response because: Not enough information given! Will the new unit have a warranty? I received a check for $150.00 what is that for it doesn't say? Why the whole story of repair appointment on the 29th I spoke with the owner of the repair company he had no knowledge of the appointment either! The information(purchase papers)you have requested from me has already been sent to ** ***************************** has it I sent it in early October at her request for my spoiled food reimbursement! Thanks
  
  
  
  
  Regards,
  
  
  *************************

  Business response

  11/05/2021

  11/05  This customer's rejection has been received and reviewed.  ** mailed customer a check for $150 for food loss compensation.  Food loss compensation is given to a customer once every 12 months by **, not once every repair service.  Unfortunately we would not be able to overturn **'s policies and procedures regarding monetary compensations.  If you should have any further questions please contact us directly at **********************************.

  Customer response

  11/08/2021

  
  
  Complaint: 16064270
  
  
  I am rejecting this response because: In a previous response it was mentioned $200 spoiled food reimbursement I'd like anyone from ** to come to any grocery store in my area and buy food for a family of 4 on $150 for a week! Not to mention the items I had in the freezer. I never expected the reimbursement for every repair but it took over 30days. But nonetheless moving forward will the replacement refrigerator have a normal factory warranty? Will it be the same unit,size,features etc....? Thanks for your time ***
  
  
  
  
  Regards,
  
  
  *************************

  Business response

  11/13/2021

  11/13  This customer's rejection response has been received and reviewed.  This case was escalated back to ** for an explanation of the $150 monetary refund for food loss.  It is because of the size of the unit and the amount of days the refrigerator was down.  The maximum is $200, but your case was qualified for only $150.  *********** Warranty Coverage for **'s appliances does not include monetary compensation for food loss.  However, they have allowed a maximum amount of what can be approved in situations like these.  Also, We have escalated the customers file to our Return ************************* for approval.  Rather than continuing with repair we will provide an alternate resolution.  The customer can expect to be contacted via email by the assigned handling agent within 10 business days with details of the resolution ** can provide.  It is imperative the customer retains possession of the unit until given further instructions by the Return *************************.  In the event the 10 business day window has passed the customer is welcome to call the Return ************************* directly: ************ Mon-Fri 8a-5p CST please refer to case #.  If you should have any further questions please contact us directly at **********************************.

  Customer response

  11/17/2021

  
  
  Complaint: 16064270
  
  
  I am rejecting this response because:
  Still not enough information given for us to make a decision! I have asked here previously and directly to the presidential liaison that reached out to me via email and I have not received answer. So I will ask again, will the replacement unit be a brand new unit with full warranty? Will it be the same model, size, features as we currently have?
  
  
  
  Regards,
  
  
  *************************

  Business response

  11/22/2021

  11/22 The customer's complaint and rejection response has been received and reviewed.  The ******************************** will try and get the same make and model like the one the customer currently has.  However, if that department is not able to find the exact model they would then offer a refund based upon the age of the unit from the date of purchase after your one year warranty has expired.  The ******************************** can better assist the customer with answering the question of giving the customer an additional warranty coverage along the standard one year limited warranty coverage it comes with.  The customer is advised to call that department for more information at ************** for more detailed information on the settlement offer.

  Customer response

  12/01/2021

  
  
  Complaint: 16064270
  
  
  I am rejecting this response because: Lack of information! This may be just another case for you and a simple transaction for your company but this process has been a nightmare we didn't ask for by purchasing your product and this decision is affecting a family of 4 during the holidays. The lack of communication provided during this whole process has been the biggest problem!
  
  
  
  
  Regards,
  
  
  *************************

  Business response

  12/03/2021

  12/03  This customers complaint has been received and carefully reviewed.  We sincerely regret that this customer is experiencing difficulties with his case.  After further review, this is **** Best and final offer concerning food loss reimbursement, and the settlement offer for the refrigerator. The customer should have received a reimbursement letter to sign and send back for a refund.  The resolution provided is directly from the handling agent in accordance with the Return ************************** policies and procedures.  They will be able to provide all the relevant details of the offer ** can provide.  The customer can call them directly at **************, and the claim number is DRN211122287566.  We would be unable to supersede as any decisions or offers which are provided based upon their guidelines, policies and procedures. 

  Customer response

  12/04/2021

  
  
  Complaint: 16064270
  
  
  I am rejecting this response because:I have NOT received anything from ** since the food reimbursement check of 150 many weeks ago
  
  
  
  
  Regards,
  
  
  *************************

  Business response

  12/06/2021

  12/06 This customer's complaint has been received and carefully reviewed. We sincerely regret that this customer is experiencing difficulties with getting a response about his claim.  The ******************************** emailed customer a reimbursement letter at ************************************  to sign and send back on November 30th.  The customer can call their department at ************** for more information on when a refund will be issued.  Please refer to case number DRN211122287566.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeated issues with the ** refrigerator over the years since we purchased it new. Service takes a long time and the issue recurs.

  Business response

  10/27/2021

  We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Our records indicate the customer is set for service 11/01. We have reached out to the previous service technician to request an earlier appointment time due to the missed appointment 10/26. We will reach out to the customer directly for continued resolution.
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fridge stopped working within 3 years after purchase call their customer service department which schedule for a text to coming Wednesday last week didnt go to work that day just to make sure that someone is home when they show up it was 15 minutes before my window time I get a call from someone who told me that they would have to cancel my appointment and reschedule it for December 09 *************************************************************************************************************************************************************************************** for someone to be without fridges for more than 90 day in a house with little kids and a baby.

  Business response

  10/26/2021

  We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Our records indicate the customer is scheduled for an appointment this Friday 10/29/2021. We acknowledge that the timing is not ideal and have reached out to the **************** Quality Manager for assistance in getting a sooner appointment. The customer can expect to be contacted directly for resolution.

  Customer response

  10/26/2021

  [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,
  
  ****** Fevrier

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the beginning of June, ** was notifed of repair issues with a dishwasher. They attempted multiple times to repair under warranty. The appliance was deemed unrepairable and a refund was going to occur. It never occured, and they tried to repair it again. Finally, they decided again it was unrepairable. They stated they would pick it up and provide a refund check. Today they came to pick it up. They failed to pick up the appliance stating that they didnt feel like unhooking it. This is a series of exscuses ** has used to justify not providing recompense over the course of six months. We would like them to honor their commitment and provide the refund check.

  Business response

  10/23/2021

  
  I was able to email the customer:
  
  I am Jarmaine with **********************, contacting you about a claim that has been submitted to the Better Business Bureau. We sincerely regret that this customer is experiencing difficulties with the unit.I will be more than happy to work with you to  find a resolution. Please tell us an good day, and time, and time frame to reach you. If you should have any further questions please contact us directly at BBB and **********************************. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dishwasher broke back back in August 2021 and ** submitted a repair technician request on 18 Aug. It took over a month for a repairman to show up and look at the dishwasher. He said he had the part so he disassembled my washer. After doing so he said he had the wrong part and left my dishwasher in pieces in my kitchen. I called ** to complain and they said they would send another technician. However, after waiting another week the second repair man refused to even look at my dishwasher since another repairman left it dissembled. I called ** again and they said they would try to find someone else, but never called or made any attempts to repair it. On 29 Sep ** emailed me to say they took my complaint seriously, but made no attempts to correct the issue. I have been calling weekly to complain and talk to a supervisor, but they did nothing. Finally, on 6 Oct they agreed to replace my dishwasher and asked for a photo of the data plate and receipt which I sent that day and called to confirm. The next week they said the request was rejected because provided it, they did not have my email (after they already emailed me). I provided it, but on 15 they said the request was still pending. I kept telling them I wanted to speak to a supervisor, but they said they were busy and I could not. I called again today on *********************** they had no information and I needed to talk to a supervisor. They have never called or made any good faith efforts to replace my dishwasher. My dishwasher has been broke and left disassembled in my kitchen for months.

  Business response

  10/22/2021

  10/22  This customers complaint has been received and carefully reviewed.  We sincerely regret that this customer is experiencing difficulties with the unit.  Our records indicate the customers file has been set up for a service appointment with an LG technician--- ***********************--- for Tuesday, October 26th between 1-5 pm.  The technician will call you to confirm this appointment, and you are free to change it when he calls.  This appointment will determine if your dishwasher can be repaired or not.   If it cannot be repaired, the technician will know to call in to report your unit as not repairable for a refund.  Refusing this service appointment can void your qualifications of getting a refund approved.  If you should have any further questions please contact us directly at **********************************.

  Customer response

  10/31/2021

  
  Complaint: 16049049
  
  I am rejecting this response because:

   

  The service rep did come to the house.   He was not able to repair the dishwasher and said he submitted pictures of the damage to my floor from the previous service rep as well as submitted an **.  I request the ** be approved as soon as possible. 
  
  
  
  Regards,
  
  ***************************

  Business response

  11/04/2021

  
  Our records indicate that the technician has an appointment to complete service on 11/08/2021 .  As the service progresses, please feel free to respond to this email with any concerns you may have and I will be happy to assist.

  Customer response

  11/14/2021

  
  Complaint: 16049049
  
  I am rejecting this response because:
  

  The service technician was unable to repair the dishwasher.  He told me he was escalating the issue and told his supervisor it needs to be replaced or refunded.  The issue with my dishwasher has not been resolved and remains the same as the day I first called LG. 
  
  
  Regards,
  
  ***************************

  Business response

  11/16/2021

  11/16  The customers rejection response has been received and reviewed.  We understand your concern about your unit and the frustration you feel right now.  Unfortunately we would be unable to provide any type of alternate resolution based upon the issues presented. The ** technician, ****, did not report that the unit needed to be replaced.  Instead, his technical remarks as of November 5th reports as such Customer stated unit not working. Upon arrival found unit in pieces. ASC took apart and just left it. Replaced motor. Unit seemed to be fully operational.  As of November 16th, ** has not gotten any recent notes *************** have escalated to **s ********************* as a recommendation for the customer to get a new unit.

  Customer response

  11/24/2021

  
  Complaint: 16049049
  
  I am rejecting this response because:
  

  My dishwasher has been broken since August.  The dishwasher is still not repaired and installed correctly.  *********** rep is aware and told me he initiated a replacement order on 12 November. 

   

  I have attached the latest that shows he is still waiting on a response to his request.  Please refund or replace my dishwasher immediately. 
  
  
  Regards,
  
  ***************************

  Business response

  12/02/2021

  12/02  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with getting a resolution/answer regarding his case.  ** has approved on a prorated monetary settlement regarding the customers dishwasher.  The customer should have received a reimbursement letter to sign and send back by now.  If not, the customer can call the ******************************** for them to email the customer a copy.  Their direct number is **************, and the case number is DRN211123288291.

  Customer response

  12/10/2021

  
  Complaint: 16049049
  
  I am rejecting this response because:
  
  I immediately complied and submitted all required information the morning of 3 Dec, but have not received a check or any additional communication outside this BBB complaint. 
  
  Regards,
  
  ***************************

  Business response

  12/16/2021

  12/16  This customers complaint has been received and carefully reviewed.  We sincerely regret the customer is having difficulties in getting a refund.  Our records show that ** will be sending a refund to the customer December 24, 2021.   The customer is welcome to call the Return ************************* directly: ************ Mon-Fri 8a-5p CST, or email them at ************************** and please refer to case # DRN211123288291

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ** refrigerator four months ago from Lowes. Two weeks ago, the refrigerator stopped keeping food cold. In the freezer, it has frozen over and is dripping water. I have made multiple calls to ** for a repairman. I was told one would be out last Monday, but he didn't come. Now I am being told there are no service techs in my area. I would like them to schedule a repairman to repair the refrigerator ASAP. Model LTCS20020W/00. Serial number *************. Thank you.

  Business response

  10/22/2021

  This customers complaint has been received and carefully reviewed.  We sincerely regret that this customer is experiencing difficulties with the unit.  We have escalated to our Return ************************* for review of a possible alternate resolution.  If the case is approved the customer will be contacted directly by the assigned handling agent with further details. We truly apologize; additional details are not available until the review process is complete.
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ** refrigerator.. I also purchased the full protection plan. I had the refrigerator about a week and it stopped cooling and the ice maker went out. My food started to go bad. I called ** protection department 2 times and they told me it wasnt their problem. After calling them for about 2 days, they finally answered and said they would come check the refrigerator in about 5 days! 5 DAYS?!? Then they tell me that I could go ahead and call my own techician!!!!!!! I am so upset and just want my fridge to work and also all of my food is ruining as we speak!

  Business response

  10/21/2021

  This customers complaint has been received and carefully reviewed.  We sincerely regret that this customer is experiencing difficulties with the unit.  After searching our records the customer is scheduled for service Tuesday, October 26th with a ** certified technician. This is the soonest appointment available for an authorized servicer with ** in the customers area. Customer was advised to contact servicer of their choice to verify if sooner appointment was available.

  Customer response

  10/21/2021

  
  Complaint: 16044825
  
  I am rejecting this response because: **** ******************* reps ***** to me were "go ahead and find your own technician." and i said, "at my own expense???" and they said "yes."

  That is unacceptable. Not to mention. I called 3 times on Tuesday 10/19/2021 and ** said it isnt their problem.... and I called 2 more times 10/20/2021 in the morning. After ** YET AGAIN told me to call *********** I called ** back the night of 10/20/2021 and they finally said "oh yeah we can help you." therefore, had they helped me when I ORIGINALLY called, 10/19/2021, I wouldn't be waiting until Tuesday 10/26/2021 for an appointment.   
  
  
  Regards,
  
  *****************************

  Business response

  10/22/2021

  Our records indicate the customers appointment was moved to 10/22/2021 and this service has been completed. ** considers this matter as being resolved.

*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. ↩