Complaints

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:08/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an LG Dryer from *** *****, along with 4 other appliances, all delivered Aug 28, 2024. We also purchased the Extended Warranty through *** ***** at that time.
  
  Our dryer stopped working Dec. 25, 2024, then would work intermittently until Apr 29, 2025, when a great technician finally got it working after numerous visits and parts. Since that time, it has been working well, although our Manufacturer's Warranty will run out according to LG Office July 14, not date of delivery, as we were told when purchasing. All we are asking is to have manufacturer's Warranty extended for 8 months when the last parts were installed.
  
  I asked the store (*****) if they could help me, and they said not their issue. I then sent a letter and all documentation of our continued issues with this dryer, their call center, etc. to the Office of the President at the address you have listed May 20 and have postal confirmation it was delivered May 21. In over a month, I have not received any response.
  
  I called their Warranty Center June 19, after 18 minutes the first gentleman could not help me. On the phone another 20 minutes with who described himself as the Case Manager, and I would not be able to go any higher. All he offered was to extend my Extended Warranty another 6 months. I did not want to do this, because if I do not use Extended Warranty after 4 years, can use the cost of it in the store. Once I explained I would contact you he then offered an addition $150. compensation (does not cover laundromat costs of drying clothes when dryer not working ) along with the 6 month extended warranty. All I really wanted was the phone number of the Head Office, or even email address, as want the Manufacturer Warranty extended. I was directed to their website, but email did not go through twice, and had no phone number to give me. I called Ont Consumer Protection Agency, who referred me to Canada Competition Bureau, who referred me to BBB. I really hope you can help.

  Business Response

  Date: 11/07/2025

  Thank you for
  reaching out. Please be assured that your complaint, along with the file you
  provided, is currently being reviewed by our Case Manager. They have been
  assigned to work out an appropriate resolution for your case.
  You can expect a call from them at the earliest. We appreciate your
  patience and understanding in the meantime.

  Kind Regards

  LG Electronics Canada

  Customer Answer

  Date: 16/07/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:23/06/2025

  Type:Product 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 purchased a condo with a 17 Apr 2025 possession date and had *** deliver 6 appliances on 7 May 2025. I did not move into the condo until 17 June 2025 as I was amidst a complete renovation of new flooring, countertops and painting. The stove was unpacked and placed into its proper cavity. Everything looked fine. When the kitchen cabinets were refinished the stove was removed from its cavity and a significant dent was noticed. I filed a damage report to *** hoping to receive a replacement. They said I had to have reported the damage right away and that I must have caused the damage. Sliding the stove 5 feet would not cause that sort of damage. I have yet to use the stove but they have denied me a replacement.

  Business Response

  Date: 03/07/2025

  Thank you for reaching out to us. We understand your concern
  regarding the dent on your appliance. However, we were unable to find any
  record of a previous inquiry or case under your name in our system, which
  suggests that we may not have received your initial contact.
  
  Please be assured that your complaint is currently being
  reviewed by our case Manager. They have been assigned to work out an
  appropriate resolution for your case. You can expect a call from them at the
  earliest. We appreciate your patience and understanding in the meantime.

  Kind Regards

  LG Electronics Canada

• Initial Complaint

  Date:19/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I ordered a dishwasher from LG website on May 2, order number ************. The delivery was May 9. I order from LG based on the promise of free installation and free hauling back for old appliance. (********* ******** **** LG website stating that as well as invoice stating the hauling back is free service). I could have ordered from somewhere else like ****** for free delivery and 2 years warranty. The day before, I received email asking me to disconnect old appliance to facilitate installation and hauling back. I did but the delivery team refused to install or haul back. I asked to open a complaint with number "***************". The LG website state that installation for select models but never stated which models. Hauling back is a service stated for all appliance and in invoice stated for free. I didn't receive any feedback about my complaint. I won't recommend LG for such service.

  Business Response

  Date: 27/06/2025

  Thank you for
  reaching out. Please be assured that your complaint, along with the file you
  provided, is currently being reviewed by our Case Manager. They have been
  assigned to work out an appropriate resolution for your case.
  You can expect a
  call from them at the earliest. We appreciate your patience and understanding
  in the meantime.

  Kind Regards

  LG Electronics Canada

• Initial Complaint

  Date:19/06/2025

  Type:Billing 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.

  Purchase receipt (dated August 20, 2021)
  
  
  Just under 4 years after purchase, my LG refrigerator stopped cooling. After performing all recommended diagnostics (including power cycling, pressing the main board test/reset button, and confirming that the compressor is receiving power but not functioning), I was informed by an authorized service technician that the compressor has failed.
  
  I was shocked to learn that the repair, which involves replacing a known-problematic LG linear compressor (**********) — would cost me $499 + tax, despite LG’s 10-year compressor parts warranty and this being a well-documented issue.
  
  My Concerns:
  Premature failure: A refrigerator compressor should not fail in under 4 years. This model and part are known to be defective in numerous jurisdictions (including class actions in the U.S.).
  
  Limited coverage in Canada: LG’s warranty in Canada differs unfairly from the U.S., where customers with the same part failures received free repairs or compensation under class action settlements.
  
  Known design flaw: The failed compressor (**********) is a first-generation linear compressor that has been reported across forums and technical bulletins for a high failure rate.
  
  Unacceptable warranty conditions: Being asked to pay nearly $565 CAD for repairs and only receiving a 1-year repair warranty feels unreasonable for an appliance that should last 10+ years.
  
  Lack of transparency: LG’s website advertises a 10-year compressor warranty, but does not clearly state that labor is not covered in Canada beyond year 1, nor that the part itself is a repeated failure point.

  Business Response

  Date: 27/06/2025

  Thank you for
  reaching out. Please be assured that your complaint, along with the file you
  provided, is currently being reviewed by our Case Manager. They have been
  assigned to work out an appropriate resolution for your case.
  You can expect a
  call from them at the earliest. We appreciate your patience and understanding
  in the meantime.

  Kind Regards

  LG Electronics Canada

• Initial Complaint

  Date:13/06/2025

  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 a 55" LG OLED evo G5 TV (***********) and a SG10TY ***** ***** soundbar (Order No. ***********) through the LG Canada website on April 22, 2025, for a total of over $3415.99 CAD.
  
  As of today, June 12, 2025, nearly two months have passed, and these items have still not been shipped. The order status on the LG website still shows the TV as "Ordered" and the soundbar as "Preparing to Ship", with no tracking information or estimated delivery date.
  
  I have tried to contact LG through the LG website, online chat, and ******** customer service multiple times, but have not received any clear explanation or solution. I did not receive any notification of out-of-stock or delays when I placed the order.
  
  This delay is unreasonable for a high-value purchase, and the customer service is unacceptable. I request immediate action: Either confirm the shipping schedule. Please assist in resolving this issue as soon as possible.

  Business Response

  Date: 23/06/2025

  Thank you for
  reaching out. Please be assured that your complaint, along with the file you
  provided, is currently being reviewed by our Case Manager. They have been
  assigned to work out an appropriate resolution for your case.
  You can expect a call from them at the earliest. We appreciate your
  patience and understanding in the meantime. Thanks!

  Kind Regards

  LG Electronics Canada

• Initial Complaint

  Date:10/06/2025

  Type:Product 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.

  -Transaction date 2025/05/05
  -Bought LG fridge from ****** for $577.49
  -Had to have a friend bring a truck to pick it up, had to rent a dolley (apx. $25)
  -Paying someone to move the fridge would have been cost prohibitive so we had to do it ourselves
  -Was difficult for two people to move but got the fridge inside
  -That evening (2025/05/05) went to move the door hinge(s) from one side to the other so the door could open properly.
  -The bottom hinge (******* ********) was seized and broke two socket wrenches so was unable to move the door to the other side so it can open and do not want to try to move it back to the original side as the pin is now bent
  -Contacted LG immediately the next morning to get a replacement part (May 6th)
  -They said they would sent out the part the following day (May 7th) Not only did they not send the part until the following week (May 12th) they also sent the wrong part. (Arrived May 15th)
  -Upon receipt of the wrong part I contacted LG again (May 15th)
  - They have said multiple times the new part will arrive 'tomorrow' at the warehouse for them to send but as of yet it has not and no part has been sent to me as of June 9th, 2025
  -The part is unavailable for me to purchase anywhere in Canada. I do not know why they would sell a brand new fridge without the availability of parts.
  -They are now saying they do not know when the part will be available
  -My desired settlement is that they cover the cost of the equivalent model LG refrigerator and that they cover the cost of delivery as well as the removal of the fridge with the broken part and that they do this inside of the next week as we have been without a fridge for over a month.

  Business Response

  Date: 19/06/2025

  Thank
  you for your detailed follow-up regarding your recent LG refrigerator purchase
  and the challenges you’ve encountered with the door hinge part. We sincerely
  regret the inconvenience this situation has caused, especially given the time
  and effort you’ve invested in both the delivery and attempted setup of the
  appliance. The Case Manager assigned to your case informed you that, due to the
  part being on backorder with LG, you could purchase the required part
  independently using the provided part number, and LG will reimburse you upon
  receipt of the purchase receipt, which you agreed to, with communication to
  continue via email and no set timeline for the part purchase. Thanks!

  Kind Regards

  LG Electronics Canada

• Initial Complaint

  Date:09/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought an LG range from ****’s on March 2 2023. However the delivery of our new home took place on March 2024 which delivery of the stove was sent than and warranty began say of delivery. Since than our stove has completely malfunctioned 3 times and all due the same part malfunction which is the pcb relay it’s a board that controls the power to the entire range. LG has extended the manufacture warranty until Sept 2, 2025 due to all the issues we had. Stove recently failed again and requesting a replacement. We have concerns this unit may catch fire considering same part fails. Seeking support to have the manufacturer replace the unit considering it failed 3 times in 15 months.

  Business Response

  Date: 13/06/2025

  Hello,

  Thank you for sharing your concerns with us. We understand your frustration
  with the repeated repairs on your range, especially given the recurring PCB
  issue and your suspicion of an underlying electrical problem. We appreciate you
  allowing the technician to complete the repair scheduled for June 11th. The Case Manager assigned to your file will reach out to you, and if the
  problem persists after the latest tech visit, we will review all the tech’s reports
  through our Senior technical team to determine if a Defective Return should be issued.
  This process ensures that the matter is thoroughly evaluated and addressed
  appropriately. Thanks! 

  Kind Regards

  LG Electronics Canada

  Customer Answer

  Date: 13/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it's not accurate.  Tech did come in to repair on June 11.   Thereafter LG did engage me to advise the appliance is unrepairable.  They are currently working with the retail store I purchased it from ****'s to provide a full credit of the appliance purchase so that I am able to choose a replacement.   Currently waiting for LG to send the return authorization number to ****'s so we can proceed with next steps to remove the defective range and replace with a new one.  

   

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

  Business Response

  Date: 27/06/2025

  Hello,

  The latest on your file suggests that the Case Manager coordinated with the inhouse technical team, who deemed the unit unrepairable and have issued a defective return.

  It appears that the returns authorization team is already in contact with you and working towards a resolution. Thanks!

   

  Kind Regards

  LG Electronics Canada

  Customer Answer

  Date: 10/07/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new LG fridge in the beginning of January 2025. It did not work from day one and they send a repair man to replace a door and ice maker. That did not fix the problem. We have since tried numerous times trying to get a replacement fridge that works only to be told they have nothing and will not issue a refund. It has now been 6 months and I just want a refund so I can buy a replacement myself and they are not doing anything. They keep juggling our calls and not responding to emails. We need help.

  Business Response

  Date: 19/06/2025

  Thank you for
  reaching out. Please be assured that your complaint, along with the file you
  provided, is currently being reviewed by our Case Manager. They have been
  assigned to work out an appropriate resolution for your case.
  You can expect a
  call from them at the earliest. We appreciate your patience and understanding
  in the meantime.

  Kind Regards

  LG Electronics Canada

• Initial Complaint

  Date:09/06/2025

  Type:Product 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.

  LG Stove top purchased Sep 2/2023 from ****** with a 2 year warranty
  $1394.99
  My stove has a 2 year warranty and they aren’t upholding it because “its the design of the stove”
  
  Since I received my stove the knobs have been very sensitive, dangerously so, I’ve been very careful using them. Unfortunately, on April 24th, 2025 I had an accident, as I walked past the stove, I bumped into the knobs without realizing it and the stove turned on. I had a plastic microwave lid cover sitting on an element at the time. I left for about 5 hours and when I returned home my entire house was filled with smoke. I was fortunate enough to get home in time before a fire broke out, or that this didn’t happen before I went to bed. When I first called to inquire about my 2 year warranty I was questioned about the recall, which I had not heard about, only to learn the knobs being sensitive and dangerous has been an ongoing issue and the solution is placing a sticker on the front of your stove to remind you to turn it off. I followed the process and LG sent a service guy out to take a look at the stove before it could be replaced. The man who came was ******, condescending and laughed about my situation. He was sent to replace the knobs but didn’t make any effort to do so. I followed up with customer service after this experience and they assured me they would take care of the issue and were working towards getting me a new stove. The end result after 3 weeks of silence from them is that they are not replacing the stove because they are designed that way and when I called to follow up after the 3 weeks from not hearing he told me “it wasn’t the answer you wanted so I didn’t bother calling you back”.

  Business Response

  Date: 19/06/2025

  Hello,
  
  We acknowledge your concern with the accidental activation
  of the range knobs and that there is a recall communication sent to our
  customers. LG has undertaken this voluntary action as part of its commitment to
  product safety and customer service to remind consumers to use the Control
  Lock/Lock Out function to prevent accidental activation and to observe other
  safety guidance. LG products are carefully designed to prevent accidental
  activation when the product is not in use. We recommend usage of this function,
  and to do so press and hold the button for 3 seconds. The melody will ring and
  “Loc” or an image of a lock will appear on the display panel. To deactivate the
  Control Lock and use the cooktop, again press and hold the button for 3 seconds
  
  You can continue to use the range. LG encourages consumers
  to follow safety precautions, including:
  
  1. Use LG’s Control Lock/Lock Out function on the range
  control panel to disable activation of the heating elements when the range is
  not in use
  2. Keep children and pets away from the knobs
  3. Check the range knobs to ensure they are off before
  leaving home or going to bed
  4. Refrain from leaving objects on the range when the range
  is not in use
  5. Be aware of LG ranges’ additional safety features,
  including a “Burner On” indicator light, an alert beep that sounds when the
  burner is activated, and a hot surface indicator light
  
  Kind Regards
  
  LG Electronics Canada

• Initial Complaint

  Date:09/06/2025

  Type:Product 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.

  My TV bought from **** *** on 11 May 2024, is starting and turning off by itself. I raised a complaint just after purchasing it. ( The service centre replaced the motherboard on TV and it worked fine for a while until I encountered the issue again in April.
  
  28th April 2025: I raised a repair request: ***************
  30th April 2025: Support Person calls me to ask what's the issue.
  1st May 2025: Support person visits and instantly determines that it is remote issue, while remote is functioning fine. He did do some diagnostics, but didn't physically inspect TV.
  6th May 2025: Support person visits and hands over the replacement remote.
  14th May 2025: TV keeps doing off and on thing meanwhile all these days, but I noticed it doing both this time and I raised the complaint again: ***************. This was scheduled for 20th May 2025.
  22nd May 2025: I heard back nothing from LG and nobody contacted me and I reached out to LG again. I was told the request was closed based on earlier findings. Upon inquiring, I was told the repair person replaced the IR sensor on TV, which is a lie.
  
  I ask them to escalate the request, and they did with: ***************, and told me someone will contact me in 72 business hours. (Which is 9 days!).
  
  I have waited 9 days and now submitting this complaint as I have not received any update, communication or action on this issue. Clearly the unit is defective and LG is not doing anything regarding this. I am mentioning the amount I spent on this TV in the disputing amount of money below. Let alone all the hassle and electricity wasted.

  Business Response

  Date: 13/06/2025

  Hello,

  We
  have assigned a Case Manager to further investigate and connect with you
  regarding your TV issues. They have been apprised that your TV from **** *** was
  delivered on May 11, 2024 and have experienced repeated problems with it
  turning on and off by itself. It is noted that you raised several repair
  requests and complaints since April 2025, but communication has been
  inconsistent, and the recent service claims appear inaccurate. They will gather
  all information needed to ensure your case is thoroughly reviewed and addressed
  promptly.

  Kind Regards

  LG Electronics Canada