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

  2155 Eagle Pkwy Fort Worth, TX 76177-2311

• 

  LG Electronics USA, Inc.

  2000 Millbrook Dr Lincolnshire, IL 60069-3630

• 

  LG Electronics MobileComm USA Inc

  10225 Willow Creek Rd San Diego, CA 92131

• 

  LG Electronics USA

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

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:05/09/2022

  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.

  Purchased refrigerator 11/24/21, delivered 12/01/21. After two weeks started making noise slowly got louder. 12/31/21 called ** RNN220324058349 REPAIR COMPANY NEVER SHOWED UP. In March 2022 began to trip circuit breaker. First had electrical company come and check breaker and receptacle were ok. Called ** and told company A&E would come to repair. 3/28/22 repair person came out and ordered new main board and 3 cooling fans said if this did not work fridge would need to be replaced. 4/6/22 different tech came out and replaced parts, did not fix told me it would need replacement. 4/15/22 called ** sent proof of purchase and copy of label inside fridge. Told me no record of replace request. Spoke to supervisor **** told me they would have to certify unrepairable would get call within 48 hrs. CNN220415364389 given as ref #. Called back 4/20/22 after no one called told cust serv agent ICE everything again asked for supervisor, put on hold after long wait was disconnected. 4/28/22 called back first spoke to ***** told him everything and asked for supervisor. After being on hold told all supervisors in meeting. Asked for corporate phone number put on hold then transferred to a recording giving imfo on how to join class action lawsuit (checked too late to join) called back again, first person told me complaint never filed asked for supervisor from 3:20pm to 5:32pm spoke to nine different people after numerous disconnects and hold periods was given new ref # CNN220428647223. As of 5/9/22 called back spoke to DOM told me someone would get back to me. I also found what is supposed to be a corporate headquarters phone ************ when you call that number get message thanks for calling ** but due to covid their office is closed go to their website to send email (which I have already sent to *** ***************** or their customer service number ************ which I have already done. I just want my money back $789.82. Thank You *****************

  Business Response

  Date: 05/10/2022

  05/10  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 that a service appointment was dispatched to one of LGs own technician, *****, to take a look at the refrigerator for power supply issues.  If the unit is not repairable, LGs technician will know to call the ********************* to report this diagnosis to them so that the customers case can be escalated to the Return ************************* for an alternate resolution.  The technician will call the customer to see if May 12th  between ********** is a good time to come and look at the unit or if he has to rescheduled it for another day.  If you should have any further questions please contact us directly at **********************************.

• Initial Complaint

  Date:05/08/2022

  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.

  LEMON LAW Dishwasher purchased thru ****** may 28 2021. Delivered 6/28. Installed 7/15/21. Unit emitted an electrical/rubber burning odor. Contacted vendor Dec2, 2021. An (************ technician examined unit 1/2/22. A control panel was ordered and installed 2/2/22. Odor persisted. A&E again serviced unit 3/6. Was told to wait for failure. Contacted ** again and they sent an ** service tech on 3/15. Tech ordered new motor and was installed on 4/7/22. Odor persisted. Contacted ** on 4/9. They dispatched another A&E tech on 5/5/2 Tech surmises heat from unit causing fixed insulation material to heat up and emit odor. Replacement not possible.

  Business Response

  Date: 05/09/2022

  
  ********************* per todays call, ** is 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 5 business days (from the time the customer submit requested information) 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 5 business day window has passed the customer is welcome to call the Return ************************* directly: ************ Mon-Fri 8a-5p CST.

• Initial Complaint

  Date:05/07/2022

  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.

  On 03/20/20 we purchased a new ** front load washer, model WM3500CW, from a reputable appliance store. Starting on 04/29/22, the washer was getting louder. We had the appliance store tech come out on 05/07/22 to look at the washer. He verified that the washers bearings are bad. Contact was made with ** on 05/07/22 to help with the issue. They advised we would be responsible for all costs in repair. We feel that bearings should not go bad in a two year old washer.

  Business Response

  Date: 05/09/2022

  
  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 leave a voice message. This is 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: 05/09/2022

  
  Complaint: 17177244
  
  I am rejecting this response because:
  

   

  I did receive the voicemail, however the ** representative did not leave a return phone number.  Please respond via the BBB website.  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 05/12/2022

  Please be advised their is no number that the customer can dial directly in. 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.

• Initial Complaint

  Date:05/06/2022

  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.

  In May of 2021 my wife and I purchased an ** refrigerator from *********** This specific unit was able to make ice (2 ice makers) and filter water. Upon receipt the unit was defective. The water maker had a smell coming that tasted like chlorine. The ice cubes tasted the same. I called tech support and had a number of techs from 2 different companies come out and evaluate the problem. After changing the water lines 3 times and replacing the entire water filtration systems the taste still persisted. The unit was deemed unfixable by *****************************, *********, **. and their report was forwarded to ** for their records. After contacting ** several more times without satisfaction I received a text from a specialist, she refused to call me. She had the nerve to offer me a rebate, amount was never disclosed. I declined and asked for a refund or a replacement unit. She refused to do either. This company does not work with their customers. I have tried to resolve this issue for a year without any satisfaction. I simply want another unit that works as advertised. I'm out $2500.00 for something I can't use. I contacted ********** and they tried to help me resolve the issuse with ** to no avail.

  Business Response

  Date: 05/10/2022

  05/10  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.  ** has to have a technician onsite with the refrigerator to see if the unit is repairable or not.  If the issue is not repairable, the technician will then call into **s ********************* to report the unit as not repairable so that a claim can be issued for their Return ************************* to review for an alternate resolution.  If the customer is not willing to have a new repair appointment to service the unit then this may void out the next step of escalation process. The resolution provided is directly in accordance with **'s policies and procedures. We would be unable to supersede any decisions or offers which are provided based upon **s guidelines, policies and procedures.

  Customer Answer

  Date: 05/10/2022

  ** is in receipt of documents from Prestiage repair stating the unit is not repairable. They were sent these documents on 02/22/22. I have been in touch w ** several tines after the fact and they refused to exchange my refrigerator.
  
  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
  *****************************

  Business Response

  Date: 05/18/2022

  I was able to contact the customer and advise, ** is 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 5 business days ( from the time the customer submit requested information) 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 5 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 Answer

  Date: 05/19/2022

  I have provided all necessary documents and await email contact from *** default letter is provided here which indicates yourceptance 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:05/05/2022

  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.

  ** Washer purchased in 2015. Washer machine not working.Claim made to ***** Home Warranty around March 5, 2022 to ***** Home Warranty. ***** Warranty states ** is responsible to fix or replace. ** claims its not their fault and cant help. When I call one; they blame the other. ***** Home Warranty blames **, ** blames ***** Home Warranty. Yet ***** Home Warranty claims to cover to replace your machine!Since March 05, 2022, multiple, multiple wrong parts have been sent to our house.Several repair men from A&E, ***** Warranty and ** s service men have been sent to the house at least 4-5x. Each claiming and blaming the other party for not fixing the washer. Days upon days and hours upon hours have been spent on the phone with **, A&E and ***** Home Warranty trying to get help.Customer service has cited -Wrong parts, Delay in parts, Back order, cannot fix, need a replacement, etc We have been scheduled and rescheduled at least 15 times. 05/05/2022 visit rescheduled.I have 2 children under the age of 2. A lot of laundry happens with children.I have spoken to at least 20 people including supervisors and no particular order; *** from A&E Tarana ******************** *************************** - ** ****** ******** ****** from ** and Home Warranty Simple Solutions exist and have been discussed with each.1. New washer 2. Provide a date to fix washer within next week. Given that we have been waiting for over 3 months 3. Cancellation of insurance policy with a predetermined and agreed to refund. Ill buy a new washer machine on my own. For over 3 months, each party has failed to connect me with a decision maker to execute the transaction and present a solution for close washing. The customer care of any, ***** Home Warranty and ** has been despicable. Im a neurosurgeon, at this point, for the time, aggravation, anguish and money that has been spent over the past three months, $100,000 would not do justice. Call me **********

  Business Response

  Date: 05/06/2022

  
  Additional Notes if any:   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.

• Initial Complaint

  Date:05/05/2022

  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.

  I purchase a ** dishwasher from *********** Installed it and it makes horrible loud sounds. It doesn't dry. It is suppose to be a quiet dishwasher. Called in the 48 hours. Was giving 3 options by they gal on the appliance hot line. One of them being return it for a refund. Which I choose. Next day was told no that cannot happen. ** will not do that. I have a defective dishwasher. I know think they do not keep their word. Certainly cannot say this dishwasher would be quiet even with out my defective issues. I spent a good chunk of change for a quiet fancy dishwasher. Now I got a non working dishwasher. Just want them to take it back. I do have in trust in their corporation or products now.

  Business Response

  Date: 05/06/2022

  05/06  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 the customer has a scheduled appointment for May 19, 2022 with ***************.  We would need to wait until repairs are completed before knowing the next step of resolution.  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.

  Customer Answer

  Date: 05/06/2022

  
  
  Complaint: 17145943
  
  
  I am rejecting this response because:What appointment? Never talked to anyone. Think someone would have to call me to schedule
  
  
  
  Regards,
  
  
  *********************

  Business Response

  Date: 05/11/2022

  A repair was scheduled for 5/18 with A and E *************** LLC. Their contact information is as follows:************  Ref# RNN220504074015

• Initial Complaint

  Date:05/05/2022

  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.

  On 4/18/2022 my refrigerator stopped cooling. Called ** customer service. The compressor is under warranty for 10 years. I bought the refrigerator in September of 2018. ** told me they had to put in a repair order should be no longer than 7 days. I had to call them back because they said they couldnt find a tec in my area to come fix it. They said they had Escalate the order up to another department and I should hear back within 5 days. Again I had to call them back. To have them tell me that they had to escalate up to someone else and it would take another 6 days. Called them back again and was put on hold for 2 hours and they never picked up the phone. I hung up. Now I get a text telling me that they can offer me $1999.95 which doesnt cover what I paid for the refrigerator. Not to mention the cost to have a new one delivered and old one taken away. So I called them today and they said they prorated the cost of the refrigerator and that was all I could get. All I want is my refrigerator fixed or a new one that is comparable to the one I have now.

  Business Response

  Date: 05/06/2022

  05/06  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with getting a resolution for her case with *** and we deeply apologize on any inconvenience you experienced.   Our records show that the customer was approved for a prorated refund of
  $1999.95 ORG $2842.02 (2699+5.3 TAX) ****** DOP 9/1/2018, along with an approved food loss compensation of $200.  The customers reimbursement letter was sent out to the email address on file on May 5th,and it could take up to 72 hours before the customer receives the letter.  The check for the food loss was issued on May 3rd, and it could take up to 2 to 3 before the customer receives the check in the mail.  If you should have any further questions please contact us directly at **********************************.

• Initial Complaint

  Date:05/05/2022

  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.

  Purchased a TV from Best Buy in August 2021and when I opened the box it was damaged. They then scheduled an exchange because the tv is 86inches. Since tv was received it would freeze randomly and sometimes it would turn to a blue screen and black screen. Forward 5 months later now it was randomly shutting off at random times but just figured it needed software update. Well, ** was contacted early April and they still cannot find a repair team to fix my tv and two days ago it completely shut off and wont turn back on!!!! We paid $3000 for this TV and initially went to Best Buy but they dont warranty unless you buy an extra warranty from them so they simply said to contact the manufacturer. Here we are and still no response from *** I called ** today and was on hold twice for 30 minutes and all he basically said was that we have to wait for an email. When I asked for a supervisor, he said they didnt have one on site. I would like this resolved literally yesterday and staring at a tv in the living room not working.

  Business Response

  Date: 05/06/2022

  05/06  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 alternate resolution.  To proceed, we require a copy of the model/serial sticker only, because we have a copy of the customers Best Buy purchase receipt.   Please submit requested documentation to BBB & ********************************** .

• Initial Complaint

  Date:05/04/2022

  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.

  An in-warranty service was done on 26 April 2022 and now the issue has returned but opposite from the original issue which is the refrigerator now is getting too cold. I called ** and was told this is now out of warranty

  Business Response

  Date: 05/06/2022

  05/06  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 a new appointment was scheduled for Monday, May 9th, between 1-5 pm for the same LG technician, ******, to come back and correct the problem for the customers refrigerator.  If you should have any further questions please contact us directly at **********************************.

• Initial Complaint

  Date:05/02/2022

  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.

  Owned refrigerator since Dec 2020, purchased new. Error message popped up "dh f".Called ** on 4/13/2022.Tech from *********** Svc.came out on 4/14/2022 and diagnosed it, stated a part would have to be ordered. He said the part would arrive in 3-5 business but no tech **uld **me back until 4/25 for installation.Called ** again, agent stated wrong **mpany was sent as A&E not allowed to work on refrigerant type 'r600' and then stated she would cancel A&E svc req and sent req to field team for qualified repair ** and that it would take 5-7 business days.Called ** again on 4/25 to follow up and was told by another agent that the svc req was done in**rrectly and that he would re-do it and that again it would take 3-5 business days. Called ** again on 4/25 in the afternoon to follow up again, **ncerned that nothing was **rrect. This time agent informed me, after she giggled about it, that it was still in**rrect, that in fact A&E **uld work on my fridge based on the error **de, and that she would submit request again and that again 3-5 days to hear. A&E accepted the svc req, sched it for 4/28 12-5p then canceled at ****a. Called ** again 4/28 and was told A&E can't work on it, needs specialist. Waiting all day today 5/2, was not given a time window.Just called ** again, was told to just wait and if no call from tech then call again in the morning. It's been almost 3 wks of buying ice for the **oler and eating out, only offered $150 **mpensation. Almost 3 wks of getting the run around and waiting because of their errors. Please help resolve this situation.

  Business Response

  Date: 05/04/2022

  
  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.  She advises that she has spoken with a representative.She has sent him the requested information to be escalated for an alternate resolution.