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:26/07/2023

  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.

  Bought fridge. Less than three years in, fridge dies. Contact LG, they say to check for something in back panel of fridge, so I do. Indicates its the compressor, so they say buy the extended warranty and we will fix it. I do. They schedule for following Thursday appt. Wed Pm tech cancels and says he's passing off to someone else. Never hear from that person. Call LG again. They schedule me for Tuesday. Monday night same thing happens. Call LG again. They say tech says he was here and saw the panel was opened by someone else and he refused to do it. He wasn't here. We report the ***, they say they are passing us to dispatch to have it scheduled immediately. No one ever contacts us after two days,.so we call LG again. Now they are demanding proof of this that and everything else and refusing to fix the fridge in spite of promising to fix the fridge and scheduling three separate times and canceling
  ******* **** ** * ****. They sell you the warranty and then refuse or drag it out so long you just give up. This is why the new laws are coming into play
  I am a single mother of three children. This is the first new appliance I have purchased in my life and you WILL NOT **** me and leave me and my children high and dry. We have been living without a fridge a week already, and I am prepared to take this to civil court unless someone is sent to do the repair I paid for. I have been kicked around and played with and **** to for over a week and I have lost my patience.

  Business Response

  Date: 03/11/2023

  Based on the review of customer's file and as per manufacture warranty, the flat service requested was canceled because a non authorized personal attempted to open/repair the fridge, therefore our authorized technician refused to go with any repair for liability purpose, and service was canceled.

  The flat rate payment was fully refunded back to customer's credit card.

  Regards,  LG Canada

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  A) my husband was instructed by both the manual AND the person on the phone at the LF call centre to open a panel and check something, so he did. He did it AT YOUR REQUEST.

  B) the person who claimed they refused service because of this NEVER came to my home and **** about it. They said they came and saw that and left. They NEVER came. NO ONE did

   We did what you asked. We paid for the warranty. Refunding my warranty MONTHS later after this complaint and after filing it with our credit card company is not a good faith refund, nor does it replace my multi thousand dollar fridge, which wound up scrapped. I lost a grand or more worth of food. I lost a multi thousand dollar appliance. You caused me over a month of upset without a fridge and all because we did EXACTLY AS INSTRUCTED BY THE LG CALL CENTER.  

  I most surely refute this. This is a **** and poor business practice. ** ** **** *** ********** NO. 

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

  Business Response

  Date: 16/11/2023

  Hello,

  We apologize regarding the experience of non working fridge. Again we have made the necessary arrangements to refund full amount of Flat Rate charge as per previous communication. 

  If the customer is requesting for food spoilage reimbursement, they will need to provide a full technical report of the repair. 

  Once we review the report, we will determine if there is need for compensation in this matter. 

  Regards,

  LG Canada

• Initial Complaint

  Date:12/07/2023

  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.

  In November, 2021, we purchased an LG Top Load washing machine with an agitator. Every time I washed dark clothes, there were white marks all over them. LG advised to run a clean cycle on the machine - this did not help. They sent a service technician who couldn't find anything wrong with the machine. The problem continued. I called LG again. This time, the service technician was here when we spoke to the tech from LG. Bottom line...he said it was because the machine was cold water only and that I was using too much detergent and that we are on a well with a water softener. I had a ********* washing machine for 15 years - same well, same softener, never an issue! And, I use 2 tablespoons of HE liquid detergent and NO fabric softener.
  Most recently, even though the warranty was expired, I decided that I would try one more time and I sent a written complaint to LG. They responded saying that their tech was absolutely right in his findings and that it was definitely the well water and the softener. I don't buy it! And I wish I didn't buy this horrible washing machine. I have never dealt with a company that doesn't want to help but rather puts the blame for the default back on the client. They have never offered to replace the machine and that's what I want. * **** ******** ******** ** **** ** ******* ****** **** ***** ***** * ****** ****. They come out dirtier than when they went in!!

  Business Response

  Date: 03/11/2023

  Hello,

  Based on the review of customer's complaint, and tech notes on file, the technician confirmed that product is working as per specification.  White residue can be caused by adding too much detergent to a load, especially if the water isn't hot enough to effectively dissolve the detergent. Customer has to reduce the amount of detergent used, and this should help in solving the issue.

  Regards,

   

  Faten
  

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I only use 2 tablespoons of HE Liquid laundry soap for every load...yes, I measure it! How much less soap would stop the white residue and still get my clothes clean?  Also, I was told by the LG technician that this machine only works with cold water, so how can I use warm water to dissolve the detergent if, according to him, it isn't possible???? Which of course, makes no sense at all.

  I truly feel that I have done everything possible to resolve this issue - reduced soap to 2 tablespoons, do not use softener, have ran the clean cycle (several times), use extra rinse feature and I have even shut off my water softener (because that was another reason that LG gave) - and I still get a horrible residue on my clothes...whites included!  I believe that I have received what can be described as a 'lemon' and it should be replaced.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 17/11/2023

  Hello, 

  After reviewing the file, no issue was found with this unit from last tech report. If the customer would like a service call they can call our service line 1-888-542-2623. 

  Regards,

  LG Canada

• Initial Complaint

  Date:12/07/2023

  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.

  On Monday June 28th, our LG French door fridge stopped working, and is only four years old. Both the freezer and the fridge were gone and we waisted all of our food. We had a technician over to see what the problem was and found out that the compressor and the steel system were done. We immediately got a hold of both, the store where we bought the appliance and LG Customer service and we were told that they were going to go ahead and fixed the problem. ********** did its part and referred the documentation to LG to get if fixed. But we just realized that they are just playing around with us because there was an appointment scheduled and never showed up. We called again and were told various excuses and the agent of LG said we will get an email to let us know what the next step will be. We are calling every time we can because we have medications that need to be refrigerated and can not wait longer. We spoke with a costumer service today again and were told that they have no compressors and it will take a few days to get our fridge fixed. We believe that this is an irresponsible action and neglection to act prompt and to fix the fridge. We need an immediate action to solve this problem!

  Customer Answer

  Date: 24/07/2023

  Thank you so much for your message regarding our complaint against LG Electronics Canada. We have not heard back from LG, but our fridge was repaired by ***** ********* Service on Friday July 14, 2023.
  Also, a third party company called *** ******* **** Division, will be mailing  a reimbursement $250.00 cheque for  the spoiled food. 
  Best regards,
  ****** **********
  ************

• Initial Complaint

  Date:09/06/2023

  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.

  About 3 months ago, my LG mini indoor split unit displayed error code CH09. I contacted my local LG tech ***** ** from *** *********l and he attended. He told me that it was an issue with the outdoor unit motor, ordered a motor and came to my house to install the motor. It did not fix my issue. A series of 5 or more service calls ensued and my issue is still not fixed. Now my technician wants to charge me for all these service calls and parts that he replaced and have not fixed my issue. My unit is still not functional and I have been without it for almost 3 months now with no resolution in sight. He advises me that he followed instructions from techs at LG Canada. He ordered several different boards and replaced them but has now advised me that none of these boards were defective but he followed instructions from the techs at LG Canada that he claims were not senior techs. Couple of days ago he was able to talk to someone that he qualified as a senior tech of LG Canada who told him that none of the instructions he had received would have fixed error code CH09 and directed him to a board on the inside unit. He has ordered that board and I am still waiting for him to receive it and try to fix my unit. I am still not even sure that it will fix it but this last technician (the senior tech) advised my local guy that this was the board that had to be replaced to start with so we will see. This being said, my unit is no longer under warranty according to my local tech and the lack of ability to properly diagnosed my problem and instruct my local tech on what to do has caused me to be without my unit for months in addition to the numerous service calls that were not necessary along with all the parts that we were instructed to replace and that were not defective. I am asking for this to be corrected so that I only have to pay for the one service call and the one part that will fix my issue as I should not be responsible for the trial and errors of the technicians of LG Canada. Can you please advise on how this can be resolved as my local tech advised me that LG Canada was the ones who directed him to do what he did. He can be contacted if further details are required. ***** ***** of *** *********l at (506)654-6711. Looking forward to hear from you. Thanks

  Business Response

  Date: 03/11/2023

  Hello,

  Unfortunately, we do not have any history or records of above mentioned complaint, therefore we cannot assist customerfurther.
  

  Regards,

  Faten

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is not an acceptable response. No step has been taken on their part to investigate the complaint including contacting the third party electrician who represented LG and provide all the required information to substantiate the complaint. It goes to show once more how customer care is not their priority. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 17/11/2023

  Hello,

  Unfortunately, we still do not have any history or records of above mentioned complaint. The customer can send us their bill of sales of the unit for further assistance.

  Regards,
  

  LG Canada

• Initial Complaint

  Date:06/06/2023

  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.

  Good Day; I emailed **** ** **** all the details of the situation with LG Canada.
  Hello *****; My family and I have a dilemma we need your help with please. Story; I did a lot of research on televisions and finally after a couple months decided on an 83" LG TV (a one) all the bells and whistles. I purchased the first one from a Quebec company when they were selling off the (2021) older TV's. For a $10.000 I paid $5600 for it, nice deal. It showed up in a perfect box, took it out and lo and behold the bottom corner of the screen was bent. Needless to say it didn't work! Took a lot of runaround to get a return and refund! The man just kept saying "LG doesn't have anymore in stock?" Finally got shipped back and received my refund! Went on ****** and found the same TV but a 2022 model on sale for $5200. Received it and it was SWEET! Worked perfect for 3 months. December 2022 snow storm in Port Colborne, the power kept going on and off. The 6th time it went out so did the TV! Called LG and contacted the repair man from Niagara Falls. He came to look and "take pictures." The receipt, model #, serial # and the screen. He came back saying LG says the pictures aren't good enough? Called a 3rd time saying the same thing and asked if i would take some and email them to him. I did and he calls back and says the same thing from LG?? We both were using the latest ******* ** phones! He came back again the 3rd time to take "more pictures?" Every time having to pull this big TV out front the wall. He comes in the house and he goes straight for the bottom left corner of the TV (no pictures?) and pulls back the protective plastic coating and He says "look here your tv screen is broken!" Didn't even pull out the TV for "more pictures?" Who told him to look for that? HMMMM! When did that happen? HMMMM! He was on that end of the TV every time we pulled away from the wall? HMMMM! Just saying, not accusing. Very quickly LG emails back and says "the repairman says its a broken screen and we won't cover that under warranty." I argued my case many many times and the LG guy just kept saying the "technicians say that don't happen from a power outage." I plead my case saying it worked perfectly until that power outage! All he said "the technicians said..." I explained the I never once touched that screen and did not break it! All he said was "the technicians say..." I argued for a month or more and just got the same answer. I explained of my family's health troubles and that I used the money from our savings and couldn't afford to lose that kind of money, just fix the TV? Same excuse as before. I don't know where else to turn because no one is answering my requests for help. My mother in-law ***** **** told me to "try *****, we all voted for him for mayor all the time." So I am contacting you. Please? If there is anything you can do? A letter to LG? A phone call to LG? saying it's not fair to my constituents? I would gladly accept the screen to be fixed. ******** ** **** **** *********** *** *** *** ********* ******** ***** *** *** ** **** *** ****** ** ********** ** ** ********* ***** ***** ********** *** ****** **** *** ***** *** ****** **** **** ** **** *** ***** *** **** ** ****** *** ***** *** * ********** *** ** *** *** **** ***** **** ****** *** ***** ******* * ***** ***** ***** **** ** *** **** **** **** ***** ** *** ** **** *** *** ** ** *** * ********* ***** ******* ***** *********** *** **** **** **** ** ******** ** **** ***** ** *** * ***** **** *********** ******** ***** *** ******** ***** *** **** ***** **** *** ********** *** ******* ****** ******* *** **** ***** **** *** ***** *** ** ****** ** ******* **** *** **** **** *** ******** **** *** *** ***** ** **** ***** ** ***** ** ******** ** ** ******* ** ** *** ******** ** ** ******** ** ***** *** *** *** **** **** *** ** ************ ** *** **** * ***** ** *** ****** * **** ** *** **** ** *** **** ***** ***** *** ***** **** *** *** ** ** ******** **** * ** **** **** *** ****** *** ****** **** *** ** *** **** ** *** ******** *** *** **** **** *** ****** ***** ******* **** ***** ***** ** **** *** * *** **** *** ******** *** *** ****** ** **** ***** **** * ******* **** **** *** ********* ****** *** ****** **** ***** ** *** ******* *** *** *** ***** *** *** **** ***** **** **** *** ****** ***** *** ** **** ********* ** ***** *** **** ****** *** ***** ** * ********** ****** **** ****** *** ********** ****** ** *** ***** *** ****** *** ****** **** ** * ********** ****** **** ******* ********* *** ******** ** ** ********* ** *** ***** **** *** ***** ** ***** ************ ****** ** ** **** ** ****** **** **** ****** ** *** *** ******* ** **** ** *** ***** *** ** *** ****** ********* *** ***** ** *** **** *** ***** ***** *** **** **** *** *** ***** ******* *** *** **** **** *** * *** ** ***** *** **** *** ********** ** ****** ** **** *** ***** ** *** *** **** *** **** ******** ** ********* *** *********** ****** ** **** ****** ***** **** *** * *** ***** ****** ** ******* *** ***** *** ***** *** ******* ** * *** ** ******* ********** ** ***** * ****** ** ******** *** ****** ** * *** *** ****** *** **** ****** ** ****** *** *** **** ** **** **** ********** *** ****** ******* ** **** ** *** *** *** *** ****** *** *** ****** **** ******* ****** ** *** ****** * **** ***** ********* **** *********** *** **** ******* **** ** *** ***** ***** ** ********* *** **** ***** ** **** **** ** ****** ****** ** **** *** *** ********** *** ******** ***** *** *** **** ********* ** ******* *** *** ***** *** ***** ***** *********** *** ********* ****** * ****** ***** **** *** * *** ******** **** ** *********** ******** ***** ****** ** ** ***** ** *** ** ******** ***** *** ******* ** ***** * ***** **** ***** ***** *** **** ** ** * ********. There is a lot more but no sense going into it LOL. Can you please try to help? Yours in kind; ***** ***** *** ***** ********** ** **** *** **** ******** ** ******* ***** ********

  Business Response

  Date: 03/11/2023

  We are so sorry to hear about this situation.  Based on the review of customer's file, and as per physical damage determination, the warranty is voided on customer's TV.

  Unfortunately, we can not assist further with the repair request.

  Regards,

   

   

  LG Canada

  Customer Answer

  Date: 15/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The excuses LG uses are not totally true. They say ( "customer service rep.") every time that "their technician's tell us the TV cannot be broken because of lightning." I beg to differ. ** ****** ***** ** ** **** ********** *** *** **** **** *** **** ********* *** ***** *** ******* ** **** **** **** ****** ** **** ***** **** ** ****** *** **. They do this all the time." *** ******* ** ****** ***** *** *** ******* ******* *** ** ******** ** *** ****** *** **** ** *** **** **** ***" It seems LG has a bad habit of trying not to honour the warranties, by the reviews and complaints on more than just TV's? LG is trying to say that "I caused the damage?" The only time the tv was moved is when the repairman came and pulled the tv away from the wall. A heavy 83" television. Not once but three times? LG said the pictures taken of the serial number etc on the back were not clear enough? I believe he was using the latest ******* Phone So all times the pictures were not clear enough? He called again with the same thing LG said about the clarity. But when he arrived he went straight to the front of the tv and pulled back the plastic screen protector back on the bottom left. Proceeded to tell me the screen was "cracked and left. Who told him to look for a crack? I didn't break the screen. He was on the left lifting the tv away from the wall. I am in no way blaming the repairman! I am presenting an alternate view than LG has. So I will accept the tv being repaired or a full refund please and thank you.
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 04/12/2023

  As per the symptoms described by customer, this is still a physical damage and because the problem first appeared after a power outage.  We understand that a power outage cannot damage the panel in this way.

  Unfortunately, this is still a physical damage and is not covered by warranty. Advised we can provide a discount towards a new LG Tv. 
  

  Regards,

  LG Canada
  

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,I did NOT break the screen myself nor anyone in my household! Did the tv fairies come in during the outage and magically break the screen. I WOULD LIKE MY MONEY BACK!
  
  
  
  ***** **********

• Initial Complaint

  Date:29/05/2023

  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.

  Warranty Bought 4 LG products in Dec 08/17 Put extended warranty on and just before it was about to run out 3 of the products had isssues. I called **** ****** Warranty on Nov. 7/22 and they set up for *** appliances to come. Waited a month and called ***, they told me they sent the request back because they stopped dealing with LG warranty because it was too hard to get their money back. Emailed Sharikra at **** *****, she got back to me that unfortunately there was no technician in your area you can get your own and send the papers in to see if it would be approved and then pay the tech yourself and send in and wait for your money. I could not get any techs in the local area to touch LG products, I finally got a family friend a certified tech, to look at the fridge. It needed a compressor, so he ordered one for me but he doesn't deal with lg warranty, so I bascially have to pay his fees plus all parts. LG compressors on fridges is supposed to be covered for 10 years. He is still waiting for the compressor to arrive. It broke Dec 2/22 and now April29/23 I am still without a fridge. It is frustrating to say the least, would appreciate any help you can give me in this matter. Yours truly ***** *** *******

  Business Response

  Date: 02/06/2023

  Dear ***** *** *******,
  
  Thank you for reaching out via the BBB. We understand your frustration and offer our deepest apologies you've been having this experience. While we do understand your frustration, unfortunately LG cannot provide functional parts (such as compressors) to unauthorized servicers. In order to submit a warranty claim (as would be required to order a warrantied part), one must be an authorized LG servicer. Based on the information you've provided, the person who's assisting with the repair of your unit is not an authorized LG servicer. This being the case, they/you will be billed full cost of a compressor  (unless your extended warranty provider is able to reimburse you for it after). 

   

  We do sincerely apologize for any confusion. Should you have any further questions or concerns, please let us know. 

   

  Kind regards,

  LGE Canada 

• Initial Complaint

  Date:29/05/2023

  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 a 4000$ LG OLED ****” and the TV did an update and then would not turn on and the TV power light turns red (having the always ready function turned on) it should be white. We spent 6 weeks waiting for response and been completely ************* ******* and provided with appalling customer service and upon explaining to a case manager that LG policies and the AODA laws and warranty issues with a brand new tV finally they provided an RA after they sent multiple requests to service providers to solve the issue WITHOUT EVEN KNOWING WHAT TV OR OUR ADDRESS NAMES AND INFO. THE CASE MANAGER AND EXECUTIVE TEAM REFUSED TO DO ANYTHING BUT FORCE US TO WAIT FOR 6 weeks and then tell us another 4-6 WEEKS TO ORDER PARTS AFTER TV DEEMED DEFECTIVE AND THEY PUSHED MORE AND TRIED TO ORDER 3RD PARTY PARTS. I REFUSED AND UNDER MUCH STRESS AND HEALTH RELATED DOWNFALL DUE TO STRESS AND ANXIETY I DEMANDED A RA# JUST TO GET ANOTHER TV FROM SAME BATCH OF MANUFACTURING DATE. ONLINE THIS IS A HUGE DEFECT ISSUE WITH THIS MODEL AND MY DISABILITIES AND BODY CANT HANDLE ANOTHER FIGHT OVER THE SAME ISSUE NOW 3WEEKS IN ANOTHER DEFECTIVE MODEL.

  Business Response

  Date: 02/06/2023

  Dear************ *****,

  Thank you for reaching out via the BBB. Upon review of your file, we see that LG has already approved an RMA in good faith along with a warranty extension. Please note that LG will not be approving another RA at this time. Should you be experiencing any issues with your newly purchased unit, the product will need to be serviced by an authorized LG repair technician. In the event the unit is deemed to be unrepairable, at that time LG will review the matter further for a possible RA. No RA can be approved without confirmation of a defect and that the unit cannot be repaired.************

  Should you have any further questions or concerns, please feel free to reach out.************

  Kind regards,

  LGE Canada******

  Customer Answer

  Date: 12/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  I took it I to my own hands and dealt with it. Being that the time money and ********** information by your company, ******* made by the case manager and going against AODA regulations making accessibility harder and that multiple individuals have advised the process along with what your policies and procedures state online, I am requesting FORMAL ARBITRATION FOR THE LOSS, DAMAGES, IMPACT TO MY HEALTH AND THE COST OF MISSING A VACATION THAT WAS FOR HEALTH PURPOSES IN ORDER TO DEAL WITH THE BACK AND FORTH. THE COMPANY HAS NOT PROPERLY DID ANY INVESTIGATIONS NOR PULLED ANY PHONE CALLS. EVEN WHEN WE WENT THROUGH THE PROCESS OF GETTING AN RA, YOU SENT IT TO THE WRONG PEOPLE AND THREATENED TO WITHDRAWAL THE RA. WE ARE NOT ACCEPTING THE EXTENDED WARRANTY AS WE NO LONGER USE LG PRODUCTS AND WE HAVE DISCARDED ALL LG PRODUCTS DUE TO THE FACT THAT A COMPANY AS LARGE AS YOU ARE DO NOT HAVE ANY MORE THAN 3 small businesses to do repairs yet YOUR WEBSITE STATES THAT YOU PROVIDE DIRECT IN HOME SERVICES. THE INDIVIDUALS WHO DEALT WITH THIS WERE ************** *** ********* ********* AS PER THE COMPANIES POLICY AND PROMISS UNDER THE CONSUMER PROTECTION ACT AND AODA. These policies were not followed and a ministry complaint will be made as well as either arbitration or civil litigation for losses related to ********** *** **************. As a consumer who had purchased a brand new product and not get any solutions or responses for over 6 weeks is absolutely absurde. This also comes from the sales team management, Brand ambassador as well as the service technicians. Who did indeed determine the tV was DEFECTIVE. ALSO MY BRAND AMBASSADOR WHO WORKS FOR LG CAME TO LOOK AND DEEMED IMMEDIATELY TO BE A FACTORY ISSUE. UPON A SIMPLE ****** SEARCH, your product does not live up to standards for certification in Canada. Upon my expertise in how electronics work,
  1. Your customer SUPPORT team should listen to the problem before assuming.
  2. Be trained as per your policies and mandated by AODA offshore 
  3. Should not argue with a customer about their address as We know what a postal code is and don’t live in the Philippines. Nor should the company be outsourcing ***** labour by using 3rd world countries to answer calls and be trained to teach 1st world tech savvy generations how to do a power cycle. 
  
  4. upon a simple power cycle they should not be making appointment for other companies which causes the 3RD PARTY SERVICE COMPANIES TO GET LOW RATINGS BECAUSE (Your agents make a time and date for a tech to come, the customer takes a day off work, gets a call or calls the tech company and they respond with… “THAT IS NOT THE POLICY, WE DO NOT COME TO YOUR HOME UNTIL PARTS ARE ORDERED” CUSTOMER GETS ****** ***, CALLS BACK LG and spends 3 hours being an English teacher and trying to explain the situation AND THE ** THAT FOLLOWED” Customer gets told to do a power cycle, THIS TIME THE AGENT ASKS FOR A NAME AND MODEL NUMBER OF A TV. FIRST AGENT SENT OUTRAGEOUSLY WRONG INFORMATION AFTER SPELLING ****** 12 times ***** **** ******* *****, just to get the poor over worked small business receptionist at. ******* to say that *** ******* *********** Hamilton Canada is not an adress and spelled My name as ****** ******** with a TV from 2012  that is obsolete. After telling the agent that the phone number we called from must have been linked to another person because he kept calling us Mr. *******. FINALLY MY PATIENCE WORE THIN AND HUNG UP AFTER 3.5 hours  
  2nd call was in Mexico and the lady was as helpful as she could be due to us leaving the country in 3 days, she found a closer technician but again they were to small of a company and can not handle tvs larger than 55”  
  5. EXECUTIVE TEAM:
  i emailed them and got ridiculous responses stating that I should take a 77” TV to Guelph.  UMM NO WAY ****
  THE POINT IS THAT LG WENT THRU AS MANY HOOPS AS THEY COULD TO MAKE THINGS MORE DIFFICULT AND AS A DISABLED PERSON WHOS HOUSE WAS LINKED TO THE TV AS A HOME HUB NO LONGER CAN CONTROL ANY LIGHT OR DEVICE IN MY HOME CAUSING MULTIPLE INJURIES AND FORCED US TO CANCEL A TRIP WITHOUT REFUND  DAYS PRIOR TO LEAVING. 6 WEEKS LATER AFTER MULTIPLE ATTEMPTS TO REACH LG, WE GET THE SAME RESPONSE PROVING THAT THE EXECUTIVE TEAM DID NOT EVEN READ ANY OF THE EMAILS THAT TOOK HOURS AND HOURS AND HOURS. I am a ****** ** * **** **** ** ********* *** ********* ********* ***** ***** ******** ** ********* causing me to have to spend 5000$ on a tV so that I can see it as LED tvs are too straigning on my eyes.  
  
  LG purposely paid for labor, technicians parts that did not work nor made any sense (parts were based on assumptions) them after tV was deemed non repairable, they went to order a 3rd party OLED screen to make things worse and more costly for the company. When retailers, Brand ambassadors, sales reps and Sales Management all say that that is way too costly and the company never goes this route. My retailer was kind enough to pick up the TV, replace it, install it, and had their LG reps on board to accept the defective TV being 2 weeks old.
  
  THE PROBLEM:
  YOUR TV HAS A FAIL TRIP WIRE  
  WHEN TV IS IN ALWAYS READY MODE, THE TV DOES NOT COMPLETELY SHUT DOWN IN ORDER TO RESPOND TO VOICE COMMANDS.
  THE TV WAS ALSO IN PIXEL CLEANSING MODE WHICH STARTS WHEN THE TV is SHUT DOWN. 
  LG AUTO PUSHED AN UPDATE THRU WHICH POWER CYCLED THE TV. 
  BECAUSE THE TV AUTOSHUTDOWN To complete the UPDATE AND INSTALL IT WAS ALSO TRYING TO DO ITS PIXELATION CLEANING CYCLE AT THE SAME TIME. 
  CONCLUSION: TOO MUCH CURRENT IS BEING PULLED INTO THE TV WHEN ATTEMPTING TO TURN IT ON AND THE FAIL WIRE CUTS THE POWER FROM GOING TO THE PROCESSOR WHICH IN TURN STARTS THE TV. 
  THIS IS A FLAW WITH LG AND BECAUSE THEY OFFER PIXEL CLEANSING, AUTO UPDATES AND ALWAYS READY MODE, MILLIONS OF USERS GET THIS ISSUE; THEREFORE DEEMING THE TV AS DEFECTIVE ALL
  TOGETHER AND SHOULD IN FACT BE RECALLED. 
  MY TIME AND EDUCATION, RESOURCES AND KNOWLEDGE IS BILLED AT 125$ PER HOUR AND MY INVOICE TO YOU WOULD BE MUCH HIGHER THAN THE COST OF THE TV. ALSO WORTH MENTIONING THAT MY FINDINGS ARE MY INTELLECTUAL PROPERTY AND ARE NOT PAID FOR BY LG; THEREFORE IN NO WAY SHALL LG USE THESE FINDINGS TO FIX THEIR PROBLEM. 
  THE PROBLEM LIES WITH TIME, Breach of multiple acts and health. These must be addressed as we were obviously ************* ******* especially after the last phone call with the case manager holding an RA over our head as click bait. 
  
   Sincerely,
  Arbitration or Court
  ****** *****

• Initial Complaint

  Date:24/05/2023

  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 got the LG double door fridge with bottom freezer brand new (along with a LG cooking range, a ***** disshwasher and a exhaust hood) when I purchased in July 2021. The details of the fridge are as below:
  - Model number: *************
  - Product code: ** * ****************
  - Serial number: ************
  - Production Date: March 2021
  Unfortunately with the purchase of the condominium unit the seller did not provide the receipts for the brand new home appliances. The appliances were purchased from ***** on 25 May, 2021 (*** ********** *** ******** ** *** ***). I tried contacting the store in person, by chat and over the phone, however, as the purchase was not in my name, they are unable to trace a copy of the receipt.
  
  I have been in touch with LG regarding the fridge not cooling, making noise since 29 March 2023 and even booked a out of warranty repair paying $405.67 for the flat rate repair program. The authorized LG technicians visited 3 times (3 April, 11 April, 24 April) and deemed that the unit is not repairable (***************). LG has offered to provide a prorated cheque of $921.98, based on dealer cost value ($1180), this is considering I purchase another LG home appliance first.
  I am unable to accept this offer as this same fridge retails for over $1800 and what LG is effectively compensating is approximately 50% of the value. LG would not sell the same fridge to me at the dealer cost value which they consider for the depreciated value.
  
  I have also provide LG with the purchase agreement of the condominium (where it is mentioned that the appliances are brand new) unit along with photos and website link where the condominium unit was listed with photos showing the same fridge is brand new.
  
  LG has informed me that they have tried reaching ***** but they could not get receipt same as me.
  
  I request LG to re-consider the above and honor the fridge warranty and replace the unit with a new one as all relevant information (except the receipt) has been provided.

  Business Response

  Date: 02/06/2023

  Dear ***** *****,

  Thank you for reaching out via the BBB. We understand your frustration and offer our deepest apologies you've been having this experience.  

  Unfortunately, as you are not the original owner/purchaser of the appliance and are unable to provide the bill of sale, a dealer cost prorate would be the maximum LG can offer. Please keep in mind that the manufacturer's warranty is also only 1 year and you've confirmed that the unit is well past the warranty period at this point. This being the case, LG would not be able to provide a higher prorate credit or replacement at this point. As you do not have the original bill of sale, a prorate cannot be calculated based on the actual purchase price of the product.

  With the above being said, the proposed prorate offer would be the maximum LG can do at this point and would be our final offer.  Should you be able to obtain the original purchase receipt, at that time LG would be more than happy to review the case further and recalculate a prorate.  

  Should you have any further questions or concerns, please feel free to reach out.  

  Kind regards,

  LGE Canada 

  Customer Answer

  Date: 09/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Whilst the fridge was not purchased by me from *****, it was meant for the new owner of the Condo unit (i.e. Me). This is evident from the documents and photos already provided that I am the first user of the unit.

  As informed by the LG authorized technicians that visited for repair, the issue is with the sealed system which is linked to the compressor of the unit. I understand that this warranty for the sealed system is 7 years and for the compressor is 10 years. This time has not past and is to be covered under the warranty. 

  Also the prorate does not make sense to me as the full amount considered for this calculation does not get me a new fridge. I am happy to accept the prorated value if LG can provide the same fridge at approx. $1180-1200. This also does not take into consideration the loss due to spoiled food and groceries, and the amount paid to get the fridge repaired under the flat rate program.

  I request LG to reconsider either replacing the unit which has a manufacturing defect, or provide a new fridge (same model) for approx. $1200 and I will accept the prorated value of the fridge.

  Look forward to a positive response.

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

  Business Response

  Date: 03/11/2023

  Hello,

  Based on the review of customer's complaint, the manufacture warranty does apply to the first purchaser of the product only, unless customer provide with proof of purchase.  In customer situation and as per goodwill, we calculated a prorate amount, toward the purchase of a replacement LG refrigerator since there is no BOS to be provided by customer.  It is the customerresponsibility to keep the receipt for warranty purpose.

  Unfortunately, the prorate amount offered to customer can not be revised.

  Regards, 

  Faten

  Customer Answer

  Date: 03/11/2023

  
  
  Complaint: ********
  

  Hello Faten,

  Thank you for the response. If I am willing to consider the option of accepting the prorated amount. Can you please advise on the next steps.
  

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

  Business Response

  Date: 17/11/2023

  Hello, 

  If you are considering the option of accepting the prorated amount, you can do so with LG's authorized dealers. 

  Once the purchase is complete, you will send us the new Bill of Sales as well as the new Serial Tag of the unit.

  Following this request, a prorated cheque will be issued to the customer as communicated earlier. 

  Regards,

  LG Canada  

   

  Hello Faten,
  Thank you for the response. If I am willing to consider the option of accepting the prorated amount. Can you please advise on the next steps.
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:24/05/2023

  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.

  Lg is mis-informing and wrongfully advertising 10 year warranty on their Dishwasher Motor. LG wants to charge $279 plus tax as Flat Rate to repair my appliance which is about 3 year old, parts and labour included. They already diagnosed that my dishwasher has Bad and noisy Motor. If they are charging Flat rate with parts included. What is the difference if the Motor is covered under 10 year warranty as advertised on Product. when they still charging the same flat rate. covered under warranty or not. ***** advertising to attract customer to buy LG product showing 10 year warranty. when they still charge flat rate parts and labour with or without warranty. *********** *********. I will file a complaint against Competition Bureau about LG's ********** advertising if not resolved by LG. ******* advertising coverage when none exists

  Business Response

  Date: 02/06/2023

  Dear ********* *****,

  Thank you for reaching out via the BBB. We understand your frustration however it appears there is a misunderstanding regarding the warranty of your appliance. The manufacturer's warranty is only 1 year for part and labor. While the motor does have a 10 year warranty, this is a part-only warranty. Since your appliance is well past the 1 year warranty at this point, you would indeed be responsible for the cost of service at this time. Should any warrantied parts (like the motor) need to be replaced, you will not be charged for any warrantied parts; you will only be charged for labor and any non-warrantied parts. Should you schedule service under our flat rate program, as this is a fixed rate, there would not be any reduction for warrantied part costs as this is a fixed rate. 

  The above being said, you have indeed been correctly billed for service at this time.  

  Should you have any further questions or concerns,please feel free to reach out.  

  Kind regards,

  LGE Canada 

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Warranty 10 years : repair call = Standard rates

  No warranty at all: repair call= Standard rate

  So warranty or no warranty , it is same price.

  It is ***** advertising: 10 Year Warranty means nothing . Why advertise it. The reason that they put that 10 year warranty on their product as a ***** assurance to **** Customers to buy your product. ************ *** ************* 

  ***** * *****

   

   

   

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

• Initial Complaint

  Date:24/05/2023

  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.

  My LG combo washer and dryer has broken THREE times within 2 years now for the same issue. The machine is clearly a lemon but IG refuses to give my money back saying it is “fixable”. I paid hundreds for 5 year extended warranty and each time has been a huge hassle dealing with their technicians. LG was suppose to come fix the machine for the THIRD time this week and no one showed up. Not one person called me to tell me the appointment was cancelled. I only found out after calling after waiting 8hrs at home. I did not even get an apology. They rebooked the appointment for today and took 10 hours to show up. The machine is still not fixed. I’m told it will be another 2-3 weeks to fix for the same issue as the last 2 times. I asked to speak to a supervisor and was promised I would get a call back and both times did not. I wrote a post on their social media reviewing the product and they deleted it. I am extremely frustrated and no one from LG will get back to me. This machine cost me $2500 with warranty and it keeps breaking for the same issue!!!! I’m tired of this machine breaking every 6 months then I have to wait a month for it to be “fixed”.

  Business Response

  Date: 02/06/2023

  Dear ****** *****,

  Thank you for reaching out to us. We completely understand your frustration and offer our deepest apologies you've been having this experience. Upon review of your file, it appears that your washer and dryer are both well past the manufacturer's warranty period and are currently under an extended warranty plan through a 3rd party provider (*******). This being the case, unfortunately the decision to replace/refund or repair the appliance is actually to the discretion of the extended warranty provider at this time. LG is only able to set up service calls at the warranty provider's request.  

  We do sincerely apologize for any inconvenience. Should you have any further questions or concerns, please feel free to reach out.  

  Kind regards,

  LGE Canada