Complaints

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

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  LG Electronics

  1000 Sylvan Ave Englewd Clfs, NJ 07632-3302

• 

  LG Electronics USA, Inc.

  2000 Millbrook Dr Lincolnshire, IL 60069-3630

• 

  LG Electronics USA

  LG Rebate Center Program # LGB4-08 P.O.Box 7800 Louisville, KY 40257

• 

  LG Electronics

  5847 San Felipe #4300 Houston, TX 77057

• 

  LG Electronics

  15948 Post Oak Road Suite H Houston, TX 77053

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:04/22/2022

  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.

  We purchased an ** fridge from ********** in 05/2021 (22 cu ft, Smart Wifi Enabled Side-by-Side Counter-depth Refrigerator), the fridge first went out in Oct. of 2021 and ** sent out a tech who couldn't figure out the reason it wouldn't work but tried multiple things to get it to work and after 3 visits the fridge started to work. This left our family one full week without a fridge. I requested a Food Loss Reimbursement Claim # *** ************ due to losing approximately $600 worth of spoiled food due to the malfunctioning fridge. Never received reimbursement. Fridge again went out on 4/16/2022, this time losing approximately $700 worth of food. Called ** on 4/17/2022 to get it fixed and start a food loss reimbursement again and a replacement or reimbursement for a new fridge. I gave them all required documents from my phone number and my wife's, exactly as requested. Did not hear back. I called again on Wednesday 4/20/2022 and was told that none of the documentation was received. Told them to check under both phone numbers, they found documents. They had been submitted exactly as asked on 4/17. I was told I would get a phone call in 24 to 48 hours. Call again on 4/22/2022 after 48 hours had expired, was told again they don't have documents. Again told them to look under both phone numbers they found documents. I was sent to ******************* and put on hold for 2 HOURS. When I called back the original number to say I had been on hold for 2 hours, they said the ****************** had now gone home for the day. I called back again on 4/22/2022 and talked to supervisor. I was told again documents weren't there, Itold them to look under both numbers; they found documents. I was told ******************* was out for weekend and I now "had to wait til Monday". I was also told that my claim probably won't get accepted because there aren't enough claims and repairs on fridge. My warranty for this terrible fridge expires in 1 month.

  Business Response

  Date: 04/26/2022

  
  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. I was able to contact the customer who advised that he has a repair scheduled for 4/27, and have was extended $150 for food loss. I was able to advise that food loss is a courtesy,not a term of the warranty, this is the *** that we are able to extend at this time.

  Customer Answer

  Date: 04/26/2022

  
  Complaint: 17100795
  
  I am rejecting this response because:
  I feel that ** is just trying to patch fix the issue with the refrigerator because the warranty runs out in less than 30 days. Thats no longer their issue. The refrigerator needs to be replaced with another unit of similar value inn qualities and accessories. $150 of food last compensation for losing $1200 in food from a product thats only job is to keep the food within the safe temperature not working is not good enough. The fridge cost $1500 to purchase Ive lost $1200 in food and ** things $150 is going to be good enough, thats unacceptable.  And the ** representative that I spoke with made it very clear with his responses that he just needs to close this file with Better Business Bureau and that it actually has nothing to do with the product satisfaction or guarantee that the product will work by the end of this.
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/28/2022

  I was able to contact the customer via phone call. They advised that their unit is repaired. The customer did advise that he would continue to leave his complaint open due to ** extending him $150 for food loss. The customer is expecting $600. Please be advised that food loss is a courtesy the customer is receiving the *** that he will be extended. This is not a term of the warranty. The repair is complete therefor ** considers this matter resolved.

• Initial Complaint

  Date:04/22/2022

  Type:Delivery 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 ordered on 03/31 for washer dryer. Items arrived local facility 04/06. XPO Logistics told me the earliest delivery date is 04/18. Then canceled, rescheduled to 04/22. Canceled again rescheduled to 04/28. Can you image a new home with a pregnant wife has no washer for a month? I called XPO more than 20 times, otherwise the second delivery date will be 05/02 already. I called ** customer service, told me nothing they can do. So frustrated! Order number **********. Please do something to expedite it!

  Business Response

  Date: 04/26/2022

  
  We were unsuccessful in locating the customers file using the contact information provided.  We ask the customer to provide any and all telephone numbers used or referenced while communicating with **.  The model/serial combination of the unit as well as any case numbers the customer may have received by a ** representative.

• Initial Complaint

  Date:04/22/2022

  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.

  Purchased ** fridge/freezer a little over 3 years ago. Has a 5 year warranty on it. Fridge/freezer completely died. Contacted ** on 2/21/22 requesting repairs. Had not heard from them so I called them on 2/24/22 and they said they were not able to find a repair man. They were going to try a find a route to request repair. Called again on 2/28/22 and they still were not able to find a repair person. Called again on 3/2/22 requesting a replacement fridge or reimbursement to purchase a fridge. They said request was submitted. called on 3/3/22 for an update and a request was never submitted. I sent them pictures of sticker in fridge and proof of purchase. They said to give them ***** business hours. 3/7/22 called for update and they told me it was going to be 3-5 business days before replacement team would either approve or deny request. 3/8/22 called for an update and requested a supervisor. Supervisor said claim was denied on 3/3/22 but no one had told me it was denied. Replacement teams said they could not verify model #. With supervisor on the phone I submitted new pictures and she told me those pictures should work and that she would call me with an update by the end of the day. She did not call and so I called again for an update. He said supervisor had already let. Claim was denied again for unverified model #. I submitted more pictures. 3/9/22 called for an update and he said there was no update. I requested a supervisor. Supervisor stated that there was no update and I would need to wait 3-5 business days for either approval or denial. They had sent me an email to give a review of the fridge that showed the date of purchase, serial number and model number. My family has been with out a fridge since 2/21/22.

  Business Response

  Date: 04/26/2022

  04/26  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced.   We understand your concern about your unit and the frustration you feel right now.  We have emailed LGs Return ************************* for a status update on the customers approved case.  Please allow us up to three business days to respond to the customers concerns.  If you should have any further questions please contact us directly at **********************************.

  Customer Answer

  Date: 04/26/2022

  [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:04/22/2022

  Type:Customer Service 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.

  Purchased a ** refrigerator on 2/5/2022 at a cost of $1749.00 plus tax $120.24 and delivery charge of $30 for a total of $1899.24. The ice maker and water dispenser quit working. ** was contacted and they set up repair. Repairman came and fixed the issue. Three days later it quit working again. Repairman was sent out again. At that time we were told that if the issue recurred, we would be given a replacement. In two days time the refrigerator quit working again. On March 21, I contacted ** and they obtained information from me to file a "return authorization" (Authorization #CNN220321844360). I was told I would hear from them within **** business days. I didn't have any contact from them within that time frame, so I contacted them again on 4/8. I was told I should've been contacted in 2-3 business days. Some checking was done and I was told the ** was pending because the repair was still open. The repair person was initiated at their end and I have no control on closing the repair file. The customer service rep then told me to file a new return authorization (#CNN220408209737), that he would expedite it, and I should hear back from them in 2-3 business days. I called again this on 4/14 and was told the ** had not yet been filed. I asked to speak to a manager and was told they were busy with another customer but would call me back in 30 minutes. I told the rep that if I didn't get a call back I would be filing a claim with the BBB. It is now 4/20 and they have made no effort to reach out to resolve this issue. We have had this refrigerator for nearly 3 months and the ice maker and water dispenser are still not working. Due to their lack of concern regarding this matter, I just want them to pick up the refrigerator and refund my money.

  Business Response

  Date: 04/26/2022

  04/26  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced.   We understand your concern about your unit and the frustration you feel right now.  Our records show ** has dispatched a repeat service call to ******* to come back and repair customers icemaker.  We saw technical remarks that the water tank was frozen, being repair services were done in winter month.  We do apologize for the inconvenience this has caused the family.  *********** will call the family to confirm repairs.  Cancellation of repairs can void out future chances of an approved alternate resolution from the Return Authorizations Department.  .  If you should have any further questions please contact us directly at **********************************.

  Customer Answer

  Date: 04/28/2022

  
  Complaint: 17096712
  
  I am rejecting this response because:
  
  I received a text message from ** on Tuesday, April 26, (after they received your correspondence) stating that service had been requested for our refrigerator. We were told we would be contacted by the service center as to when the service would be done.  Reference: RNN220426028229.  Later that day I received a phone call from the repairman who had previously been here twice for the same problem.  When he realized who he was talking to, he said let me call ** to see what's going on because he was told during his last visit that if the feature (water dispenser and ice maker) stopped working again, they would replace the refrigerator.  He said he would get back to me that same day.  Today (Thursday, April 28) I called the repairman because I had not heard from him.  He apologized for not getting back to me but said he did talk to ** about our refrigerator. He said he was not coming back out to work on it because he tried to fix it twice, even trying everything their technician told him to try.  He then told me that ** said there is not a problem with the refrigerator.  

  I also received a text message from ** on Wednesday, April 27, asking what the status of the fridge was at that moment and if we had received a call from the repairman.  They state I needed to respond to the text and that failure to do so may cause unwanted cancellation or delays on the repairman's visit.  I was also asked to unplug the refrigerator for 2-3 minutes and then plug it back in to reset it and then set the temperature settings **************************. That did not fix the problem.  I responded to the text stating that nothing had changed with the fridge and that the repairman had called earlier that day but was going to call ** before coming out to do another repair.  I also let them know that I had not yet heard back from him.  ** has not responded to me since.

  I really feel ** doesn't care that we have a faulty product, especially since they told the repairman there was nothing wrong with the fridge.  Obviously, there is a problem if the ice maker and water dispenser don't work.

  If you review documentation I sent you earlier, you will see they had agreed to do a "Return Authorization" on March 21.  We purchased the refrigerator nearly three months ago and were told to submit "Return Authorization" paperwork over a month ago.  We have been jumping through all of their hoops, and they have done nothing to resolve the issue.  At this point, because of their serious lack of customer service, I do not want any of their products in my home.  I am requesting they pick the refrigerator up and return my money.  

  
  Regards,
  
  *******************************

  Business Response

  Date: 05/03/2022

  05/03  This customers reject complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced.   We understand your concern about your unit and the frustration you feel right now.  The resolution provided is directly in accordance with **** policies and procedures. We would be unable to supersede any decisions or offers which are provided based upon LGs guidelines, policies and procedures.

• Initial Complaint

  Date:04/22/2022

  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.

  Our ** fridge completely failed on 3/25/2022. It is 3 years old. We contacted customer service and they said that they would process the claim. After numerous phone call ending in getting disconnected , we are now at a month since we have filed the claim and have gotten nothing but the run around from them. We are extremely frustrated and would like a resolution to this.

  Business Response

  Date: 04/26/2022

  04/26  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced.   We understand your concern about your unit and the frustration you feel right now.  We have re-escalated the customers file to our Return ************************** on April 25, 2022,  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 # DRN220425333646.  If you should have any further questions please contact us directly at **********************************.

• Initial Complaint

  Date:04/21/2022

  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.

  Greetings,In June, 2016 I bought an ** refrigerator branded as Kenmore from a ***** store.model model 795.71314.312 In March, 2022 the compressor failed to keep food frozen. A tech was out 10 days ago and determined the compressor is not performing as it should.Currently (April, 2022) ... 4 weeks later ... the cooler section of the fridge has a temp of 52 and te freezer section a temp of ********************************************************** 2021 timeframe.Here is one ... https://www.lgfridgesettlement.com/covered-models.php It looks like ***** warranty is less generous than **'s.Am I eligible for the ** repair that they have extended to owners experiencing a failure such as this?Ar there any current, active class action lawsuits I can join in re to this?Involving *****, Kenmore, or ** ?Thanks,*****

  Business Response

  Date: 04/26/2022

  
  We were unsuccessful in locating the customers file using the contact information provided.  We ask the customer to provide any and all telephone numbers used or referenced while communicating with **.  The model/serial combination of the unit as well as any case numbers the customer may have received by a ** representative.

  Customer Answer

  Date: 04/28/2022

  
  Complaint: 17095251
  
  I am rejecting this response because:
  
  

  I have an ** fridge branded as Kenmore and purchased from Sears.

  Kenmore

  Bottom Freezer Fridge

  Model 795.71314.312

  Serial Number ************

  
  
  Regards,
  
  *************************

  Business Response

  Date: 05/02/2022

  In Order to be Further assisted, The customer would have to contact Kenmore directly.

• Initial Complaint

  Date:04/21/2022

  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.

  The warranty on the motor of my dishwasher is for 10-years. The washer was purchased in Nov. 2019. I have been trying to rectify the issue for several months but I am rebuffed every time I contact ** customer service. I finally received an e-mail from ** saying that my motor is, in fact, a covered part, but now they tell me I have to get a different service company and order the part through a different company. I tried for MONTHS to get a response and they gave me nothing, so now that I have committed to a service company by placing a deposit and paying for a service visit, they want me to lose my deposit and labor charges and do it again? This company is void of all ethics and morals and they DO NOT stand behind the 10-year warranty.

  Business Response

  Date: 04/26/2022

  I was able to contact the customer by phone call to assist him. The customer was agitated by my line of question, assuming that the questions I asked for clarity means that his case has not been reviewed.  He yelled and over talked me the majority of this call. During my attempt to assist, the customer used profanity. Before I was able to move forward with this call the customer disconnected do to me not following his orders, answering his question with yes or no. during this very brief call, the customer did advise that he has purchased a new motor for his dishwasher. LG considers this matter resolved.

  Customer Answer

  Date: 04/26/2022

  
  Complaint: 17075263
  
  I am rejecting this response because:
  
  The representative called me and attempted to give me their version of events.  They had no idea what had happened or what transpired.  It was as if they had not even read the complaint.  It seems to me they just called to tell me what they thought and s**** me, they are not going to pay for the part.  The representative was truly offensive.  They patronized me and treated me like an idiot.  They would not answer a simple yes or no question without a long, arduous explanation.  They were truly worthless.  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 05/02/2022

   The customer did advise that he has purchased a new motor for his dishwasher. LG considers this matter resolved.

  Customer Answer

  Date: 05/02/2022

  
  Complaint: 17075263
  
  I am rejecting this response because:The fact that I was forced to fix a warranted part at my own expense does not absolve them of their responsibility to stand behind their warranty.  They should reimburse me for that part.  The idea that this matter is resolved is ridiculous.  
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 05/04/2022

  Our records indicate that this customer has been advised and educated regarding the Letter of Authorization process. ** will not reimburses customer for cost incurred. ** Considers this matter resolved.

• Initial Complaint

  Date:04/20/2022

  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.

  Our ** refrigerator purchased on 08/29/2020 quit working on 03/07/2022. I phoned in a complaint on 03/08/2022. The problem was that the condenser quit working, I know from experience, and was told it was under warranty and that a repair man would contact me within two days to schedule repairs. No one ever called. a week later I called CS to find out what was going on and was told that there weren't any repair people in my area. I was told the only thing they could do was give me a refund, pro-rated of course, for my fridge. CS informed me that i would get an email with instructions on getting a refund, which I received. I followed the instructions and received this case #DRN220322324236. So far, the time lapsed is 30 days. When I call for resolution to the refund department ************* I have been hung up on twice also my call has been transferred to an account manager where I was on hold for over 2 hours, I finally gave up on that call. No one at that company will answer my inquiries about resolution and when I can expect my refund. I can not afford to buy another fridge at this point.

  Business Response

  Date: 04/25/2022

  
  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. I was able to contact the customer via phone call and advise that I would inquire the status of his refund and contact him directly to advise the status.

  Customer Answer

  Date: 05/02/2022

  
  Complaint: 17070988
  
  I am rejecting this response because: ** has done nothing! They did contact me and the person I spoke with said he would look into it and get in touch with me. That is the last I've heard from them. It doesn't appear they are interested in resolving my case. All I want is my money back.
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/06/2022

  
  I do apologize about the delay. After contacting the supporting agent, this claim is being re-worked for the customer to provide the best resolution. The assigned agent will contact customer directly with further details.

• Initial Complaint

  Date:04/20/2022

  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.

  Our ** refrigerator compressor needed to be replaced. (April 1 ) It was under warranty and I was told be ** that I needed to find a service person in my area to do that, initially they had given me a name of a service person but they were not doing service at this time, it then became my responsibility. Their process stated that they would authorize that and send a compressor to that service person. After many calls and being told that ** refrigerators are infamous for this problem and very limited service available I was able to be put on a on cancellation call list with a service man in my area. April 4 I received a call that there was an opening for the repair so I had the service man come and replace the compressor with an ** one that he had available. I could not and was not going to wait without a refrigerator for ** to ship a compressor when was was available on sight. If I had not taken that opening I would have had to wait / hope for another cancellation. When I called and at their request sent ** a copy of the itemized receipt of the repair requesting reimbursement for that warrantied part, it was denied because there was not the authorization for the service person and shipment of their compressor. There was no time for their process when I was on a cancellation list for repair and was without a refrigerator. ** then said they had set up a service appointment for May 2 to have the compressor replaced. They were expecting me to wait over 1 month without a refrigerator for their service person. I spent a lot of frustrating time on the phone with ** and have gotten nowhere. I know there are processes but some dont work all the time and this being one.Through this process I did also contact ****** where we purchased the refrigerator, they did contact ** and try help us resolve this again with no luck thanks to **s poor service policies. I had my compressor replaced under warranty and want to be reimbursed for it, please.

  Business Response

  Date: 04/25/2022

  04/25  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced.   We understand your concern about your unit and the frustration you feel right now.  ** would like the opportunity to review the file for a potential refund resolution.  To proceed, we require a copy of the repair **** showing the breakdown of each part and its price for the part; a copy of customers cancelled check (front and back) or credit card confirmation number showing payment of completed repairs; a copy of the customers original proof of purchase.  To be considered valid, the proof of purchase will need to include:dealer information, model number, date of purchase, itemized list of items purchased on that day along with the price of each, model number, subtotal,applicable taxes, total amount and payment method.  Please submit requested documentation to BBB & **********************************.  

  Customer Answer

  Date: 04/28/2022

  [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,
  
  *****************************

   

  Attached is the itemized receipt for warranty work completed by ******************. Canceled check front and back for completed work. Refrigerator was purchased online at ****** in 2016. The pdf is a copy of that online purchase, also a photo copy from ****** showing purchased by ***** Also attached is a photo of the model number from the inside of the refrigerator.

• Initial Complaint

  Date:04/20/2022

  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.

  We bought an ** range (LSE4613ST / ELC). For Christmas we have just the second time used the oven to bake Christmas cookies as we we are in the states just for half of the year. In the back of the oven the cookies were nearly burned and still white in the front. I sent an repair request to ** on December 16, 2021.The answer: "However to proceed with the repair approval request, the units serial number is requested on file. It is for the technicians reference in case a certain part is needed to be ordered for repair," on December 17.I sent the serial numbers and a photo of the sign inside the range on the same day. Never heard from them again.Never heard again from **.

  Business Response

  Date: 04/25/2022

  
  This LG Electronics We tried to reach the customer but no answer however, we were able to leave a message on vm regarding your claim.  We request the customer to advise us of a good day and time to contact him/her to assist further. Our hours of operation are Monday through Friday 8am to 5pm cst.

  Customer Answer

  Date: 04/25/2022

  
  Complaint: 17068745
  
  I am rejecting this response because:
  
  We never got any reaction from *** As those Mails are all connected via the case No. I can see that after my last answer with the product identification there was no response. It could only be that there was a call without caller ID, which is usually rejected by my phone as spam.
  

  On the other hand, I am available until June 12th for a technician to repair the problems with the range. We are to reach best from 10am-2:30 pm and from 4:00pm to 8:00 pm. It would be best that we can document the case, in written form via e-mail: ************************.
  

  
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/02/2022

  I do apologize for this experience. You can always contact us again via Email, Live Chat or by calling **************** Support at ************.  We are available 24 hours a day, 7 days a week to support your needs.

  Customer Answer

  Date: 05/02/2022

  
  Complaint: 17068745
  
  I am rejecting this response because:
  
  LG has my address, phone number and their case number. Asking me me to call again and have the same experience, does not solve the problem. Shows how bad their service is.
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/04/2022

  At this time we have not been able to locate a case file with the customer's phone number, email address nor other information provided. At this time the customer must contact customer support for additional assistance. Please have the unit serial number available.