Business Profile

Appliance Sales

LG Electronics

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,221 total complaints in the last 3 years.
1,599 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/17/2022
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.
I purchased a 65 inch ** C1 TV that has not worked properly since I received it. I have been dealing with ** for over a year trying to get my issue resolved. I keep being told my case was escalated but its not. Ive had several technicians come out still to get no resolution. I spoke with ******** in the presidential liaisons office in July and I was assured I would get a resolution within 5 business days. It never happened. Today is September 17th. Ive submitted documentation several times and ** has confirmed receipt of my proof of purchase etc. Ive called back several times over the last few months to check the status of my claim and I keep being told were still waiting. I spoke with a representative today that told me she does see my proof of purchase documentation was received however no one ever really submitted the case for approval. She mentioned its only a bunch of notes of what they promised to do but nothing was ever really done. I agreed to complete the customer experience survey, however, the representative did not hang the phone up. She said bye and placed the phone on hold or mute. Im currently still on the line waiting for her to hang up so I can complete the satisfaction survey. My call with her lasted 29 min and *** been waiting an additional 25 minutes for her to release the call so that I can voice my true opinion regarding my satisfaction of the call and this company. I want my case escalated. I want my television replaced or refunded. Ive been dealing with this for over a year. *** never encountered a situation like this where a company just lies their way out of conversations. Please contact me to get this resolved as soon as possible.
Business Response
Date: 09/19/2022
09/19 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 indicate the customers file has been escalated to our Return ************************* for review of a possible alternate resolution on September 17, 2022. If the case is approved the customer will be contacted directly by the assigned handling agent with further details. In the event the case is rejected the customer will be contacted by customer service with further details. The customer can expect to be contacted within the next 7 to 10 business days with an update. We truly apologize; additional details are not available until the review process is complete.
Customer Answer
Date: 09/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business and offered a solution pin reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Deerrius *******
Initial Complaint
Date:09/17/2022
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.
My ** refigarots which is under warranty recently failed and needed to be repaired. Over $400 in food was spoiled. I was informed that ** would reimbursed me for food spoilage. I went through the process and was told I would get $150 based on how long it took for the repair. $150 is not enough and it should not be based on how long it took for repair but more on how much food was in my refrigerator/freezer and if the repair was long enough for the food to spoil. They claim 3 weeks ago they were sending me a check for $150. I still haven't received it. I guess they want me to starve for weeks while they take their time to provide the funds needed to replenish the food I lost due to their products. Their service to repair the refrigerator also was slow. Had they come sooner, maybe some of the oof could have been saved.
Business Response
Date: 09/19/2022
*************************, I am ******** (liaison to the Better Business Bureau).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. Our records indicate that an ** representative requested and was approved on 9/14 to send a food loss compensation check for $150. Please know that this is a supplemental food loss check, and not a part of the warranty. This courtesy will not exceed $150.

Customer Answer
Date: 09/19/2022

Complaint: 18040561

I am rejecting this response because the information you and others have provided is incorrect. I have proof that my food spoil reimbursement was approved on august 25th not September 14th. It was been nearly a month and still no form of relief has been provided. I am now being told it will be 3-4 weeks when it has already been 3-4 weeks. Do you understand what century we are in. Do you expect a person to starve for 4 weeks because they are waiting on you to take 4 weeks to process a reimbursement payment. Nothing takes 4 weeks anymore, it could have been deposited in my account 3-4 weeks ago. There is no mail service that takes 4 weeks to deliver something to someone. This proves the problem is ** is not only very slow, they don't care about people and definitely not their own customers. Still operating in ancienct processes and procedures. You wouldn't let me take your product home and pay you for it when I feel like it so you shouldn't do the same. And till today no one has called me, I have called and spoke with 2-3 representatives and have asked for supervisors for which they stated one would call me that same today but yet weeks later no one has caledl me. Stop sending me text messages, show you care and actually pick up the phone and call me.

Regards,

*************************
Business Response
Date: 09/26/2022
09/26 This customers reject complaint has been received and carefully reviewed. Thank you for your response. We sincerely regret that the customer experienced difficulties with getting a refund, and we deeply apologize on any inconvenience you experienced. 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.
Our records show the customer was texted on August 25th the amount that would be approved for disbursement: Thank you for your submission.After careful review, we have determined that you qualify for courtesy compensation in the amount of $150.Please respond with CONFIRM to process your compensation with the name and mailing address provided above.
***** ***************** - 2022-08-25 08:38:42
CONFIRM
2022-08-25 11:28:32
Customer Answer
Date: 09/27/2022

Complaint: 18040561

I am rejecting this response because you are not listening to me. You are standing next to policy and procedures that out dated. You really think someone should wait a month to eat because of your outdates procedures. You should use your common sense as everyone should know that policies don't cover all situation and you need smart people to understand when there is a flaw and when to deviate from policy. I still haven't received a call from anyone on this matter. If you think you can hide behind a digital transmission, you have failed. I'll ensure this reaches the masses.

Regards,

*************************
Business Response
Date: 10/06/2022
10/06 This customers reject complaint has been received and carefully reviewed. Thank you for your response. Please see the except taken from page 66 of the customers Limited Warranty ************* ** is not responsible for covering food losses. However, it can offer a courtesy compensation refund. What the customer has received, $150, is what the customer qualifies for. EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ON THE PRODUCT IS LIMITED IN DURATION TO THE DURATION OF THE ABOVE LIMITED WARRANTY. UNDER NO CIRCUMSTANCES SHALL ** OR ITS U.S. DISTRIBUTORS/DEALERS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST GOODWILL, LOST REVENUES OR PROFITS, WORK STOPPAGE, IMPAIRMENT OF OTHER GOODS, COST OF REMOVAL AND REINSTALLATION OF THE PRODUCT, LOSS OF USE, OR ANY OTHER DAMAGES WHETHER BASED IN CONTRACT, TORT, OR OTHERWISE. **S TOTAL LIABILITY, IF ANY, SHALL NOT EXCEED THE PURCHASE PRICE PAID BY YOU FOR THE PRODUCT. Some states do not allow the exclusion or limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above exclusions or limitations may not apply to you. This limited warranty gives you specific legal rights and you may also have other rights that vary from state to state. 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.
Initial Complaint
Date:09/16/2022
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 ** washer and dryer less then a year ago. ****** was leaking and contacted Lowes since I had purchased the 5 yr extended warranty. ***** told me I had to contact ** since it was less then a year old. Called ** to report the leak and technician appointment was made. I was pretty confident the leak was coming from the front door seal and the part was ordered ahead of time so when the technician arrived for the appointment everything could be done at that time. ** was fully aware the unit was stacked and the technician expressed NO concern either when arriving for the appointment on 9/9. Technician successfully changed the part and when finishing up the job some how the washer came off track to the stacking mechanism. The technician at this point was having a hard time trying to get the dryer back on track and he wasn't sure how this exactly had happen and out of frustration trying to fix caused scratches and chipped paint to the washer. I told technician that it was in everybody's interest to come back with some extra help so no further damage will happen and nobody gets hurt. Technician agreed and took pictures of the damage that we could see, but undetermined if any further damage had been done. Technician did an incident report next morning explaining in detail what happen ( sending me a copy the report too) and as of 9/16 haven't heard from anyone regarding the damage to my washer or that the dryer that sits on top the washer is still not secured into the stacking mechanism which is now become a huge safety concern. I contract work as a nurse requiring me travel in and out of town every couple days and work nights, so my free time is very limited. After working an exhausting 14hr shift I call ** this morning to follow up. They had no explanation for no follow up after the incident, almost like it was no concern that it's a safety issue or that it's been a week and still can't safely use my unit.
Business Response
Date: 09/17/2022
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. Our records indicate that an ** representative scheduled an appointment for a technician to visit your home 9/22 to service the product. As the service progresses, please feel free to respond to this message with any concerns you may have and I will be happy to assist.

Customer Answer
Date: 09/18/2022

Complaint: 18037562

I am rejecting this response because: I have not spoken with anybody in regards to an appoint 9/22. I received an email on the day of the complaint indicating 9/19 that a technician will be coming. Two hrs later I get an automated message telling me it's cancelled. I tried calling the number provided to
reschedule, but was unable to schedule an appointment. I'm out of town for work 9/22, so I would have never even scheduled that day. Also, it had stated on service ticket that was scheduled for 9/19 that my unit would have to be unstacked beforehand. Now, the purpose of this service appointment is to fix the stacking mechanism that last technician was
unable to fix by himself after it slipped loose and fix the scratches that the technician made by accident while trying to fix the stacking mechanism. Can they even fix scratches and chipped paint. Nowhere did it state of the service ticket that two people were even coming for my cancelled appointment on 9/19.

Regards,

***********************
Business Response
Date: 09/23/2022
Our records indicate that an ** representative re-scheduled an appointment for a technician to visit your home 9/30 to service the product. As the service progresses, please feel free to respond to this message with any concerns you may have and I will be happy to assist.
Customer Answer
Date: 09/28/2022

Complaint: 18037562

I am rejecting this response because: Again, one technician will not be able to lift the dryer that sits on the washer machine fixing the locking mechanism and then restack the units. Damaged as already been noted to the washer machine and has been indicated by representative that chipped paint and scratches can't be fixed and CANT NOT be repaired therefore it will need replaced and dryer has been consistently used while not being properly secured, so who knows what damage has been done. I'm home only 2 days a week and why are we wasting time with this service appointment when there will be nothing can be done, except wasting more time and putting me and my family at risk for harm or further damage to my house

Regards,

***********************
Business Response
Date: 10/07/2022
I do apologizes for the delay, Our records indicates that ** had Techs to come out 9/30, That documented that this matter has been escalated to ** Product liability department for urgent resolution. A representative will contact the customer directly.
Customer Answer
Date: 10/12/2022

Complaint: 18037562

I am rejecting this response because: just now I received an email indicating a payout of $359. From the beginning I have expressed that either you replace the units that your technician damaged or pick them up and refund my full amount of purchase. I again did not cause the damage, your technician did and WILL NOT accept a payout. The damaged is extremely noticable and it has been less then year I have even had them in my house. I am a front line worker and have worked very hard through out this pandemic. It is unacceptable how you have handled this and now going on 6 weeks and still unresolved. The only time I hear from ** is when they are at the time frame to respond BBB complaint. As I started in previous responds, not to send a technician out unless that two of them would be coming in order to fix what was left loose on the first visit still only one technician should up on the last visit. Luckily, he was able to shift the dryer on to a make shift platform to complete the repair. ** has no respect for peoples time and DO NOT provide adequate customer service.

Regards,

***********************
Business Response
Date: 10/18/2022
For further inquiry please correspond with the rep assisting you.
The resolution provided is directly from the handling agent in accordance with the Return ************************** policies and procedures. They will be able to provide all the relevant details of the offer ** can provide. We would be unable to supersede as any decisions or offers which are provided based upon their guidelines, policies and procedures.
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our ** refrigerator went out entirely on 9-13-22 we called to have repaired asap as not only food is perishing we have medications that must be kept cold. The 1st date given for repair was 9-14-22. We waited, all day, finally calling again. Upon calling they then told us TOMORROW 9-14-22. Now here we are again and NO REPAIR TECHNICIANS NO RETURN CALLS... this refrigerator is under full warranty protection which is likely why they are constant no shows. If this matter is not resolved within 2 business days from TODAY then it is quite plausible that legal action will begin. This is unacceptable on every level!
Business Response
Date: 09/23/2022
09/23 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. However,we do not see any dispatched repair tickets created under the customers name. ** would like the opportunity to review the file for a potential covered repair service. To proceed, we require a copy of the model/serial sticker and a copy of the customers original proof of purchase. To be considered valid the proof of purchase will need to include: a clear copy of the dealer information,model number, date of purchase, itemized list of items purchased on that day along with the price of each, model number, subtotal, applicable taxes, total amount and payment method. Please submit requested documentation to BBB & **********************************.
Initial Complaint
Date:09/15/2022
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.
June 2017 purchased a fridge from costco.com Order number ********* March 2021 broken fridge. Discarded **************** contents, including over 35 bags of frozen breastmilk. Contacted *** ** offered an estimate to fix fridge. Did research online, found a lawsuit against ** for faulty compressors on some ** models. Our model falls under lawsuit. Faced ** with lawsuit, ** offered to fix the fridge for free. One week later ** tech 1 swapped the compressor on the fridge March-April 2022 woke up to broken fridge. Again threw away all contents. Called ****** concierge, sat up appt with ** tech After few days, ** tech 2 inspected the fridge. Replaced compressor, condenser, evaporator & other parts. He said fridge was't fixed correctly 1st time, made it fail again. Hoped what he did will fix the problem, if not, its due to contamination in system due to 1st faulty repair ****** worked but ice machine didnt. (Ice machine was working prior to 2nd repair) told tech 2, he said h*** stop by ASAP to inspect ** tech 2 inspected ice machine & tried to fix it. Didn't work. Said h*** replace it under warranty due to a cooling issue. Said he'll place order and replace once part arrives after a week, we contacted tech 2, we're told hed order part and replace ice machine a month later, we heard nothing. Contacted ** to inquire. ** set up an appointment After few days, tech 1 inspected the ice machine and offered an estimate which we declined. Explained the timeline and ice machine is under warranty to him, He refused to listen and left Same evening we left town on short holiday, came back to a broken fridge. Third time had to throw away all contents Contacted **. We couldn't schedule tech 3 due to Covid Tech 4 deemed fridge unfixable, talked to ** and provided us phone # to call and Case # CNN220914147319 ** offered 50% of fridge price & only $250 for wasted food Offered was declined & asked for escalation. ** ignored us completely.
Business Response
Date: 09/17/2022
Sent via sms I am Jarmaine (liaison to the Better Business Bureau).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. Our records indicate that an ** representative extended $1110.27 as a prorated refund, due to depreciation over time. Please be advised food loss is not covered under warranty, however you were extended $250 to supplement loss, as a courtesy. If you would like to move forward with this resolution, Please follow the link in the last message, as the value of the unit continues to decrease .

Customer Answer
Date: 09/17/2022

Complaint: 18029769

I am rejecting this response because:

The refund offered by ** is unacceptable and inadequate. ** knew the compressor on the fridge was faulty and failed to inform us. ** failed again to fix the fridge the first time the correct way (more parts shouldve been replaced, according to ** technician, ***********************, who fixed the fridge the second time)
we were promised at least twice that our issue will be escalated and well be contacted by ** escalation team; we heard nothing.
The food reimbursement offered by ** is insulting to say the least. Since ** failed to stand behind its products, failed to inform us about their faulty compressor and failed to fix the fridge the correct way, its time for ** to do the right thing once and for all by accepting our just compensation:
full refund +tax
food thrown out 3 times $1000
35 bags of breast milk for my allergic child $1120
we are sick and tired of ** lies and false promises. We are contacting the Attorney General of **** as a next step.

Regards,

Regards,

*********************
Business Response
Date: 09/23/2022
Please be advised food loss is not covered under warranty, however you were extended $250 to supplement loss, as a courtesy. If you would like to move forward with this resolution, Please follow the link in the last message, as the value of the unit continues to decrease .
Customer Answer
Date: 10/03/2022

Complaint: 18029769

I am rejecting this response because:

** offer doesn't even cover 50% of our food loss which we suffered due to ** negligence.
If ** president **** a **** car and that car had a faulty part that **** failed, just like ** failed here, to inform ** president about it. If the car had an accident, due to the faulty part, and ** president suffered a lot of losses due to the accident, would it be acceptable for **** to only offer to cover a pro rated refund for the car only, without covering any damages and losses, physical or monetary? I believe **** will be in a big trouble if it was trying to do something unacceptable like that and if it tried to hind behind something it made up and called policy!

Regards,

*********************
Initial Complaint
Date:09/15/2022
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 bought a ** refrigerator (LFC25765ST) a few years ago and the compressor failed twice. When it broke down first time, it was under the warranty period, yet when it broke down again, I was told that ** wont be able to offer any service since it was after 5 years period. So, I decided to purchase another ** refrigerator (LRFCS2503S) on June of last year (2021) due to the size limitation of my kitchen and was confirmed that ** had fixed their linear compressor issues. Three days ago, the new refrigerator broke down again, and ** approved for the repair service but was not able to find any repair companies. They said they had escalated this problem to cooperate office, and I was told to wait 24 hours to get this issue resolved. I called this morning 800 # to check the status, I was told the case was not created and was not escalated at all. If it is other appliances, I do not have much issues of waiting for the resolution, however, I need to determine what I should do with this problem. I had to discard all the foods and my family have to dine out most of the meals. I had to go through living without a refrigerator 3 times already due to the **.I am extremely unhappy with ** refrigerators and the service and want to resolve issue in acceptable manner.
Business Response
Date: 09/16/2022
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. Our records indicate that an ** representative scheduled an appointment for a technician to visit your home 9/19 to service the product. As the service progresses, please feel free to respond to this message with any concerns you may have and I will be happy to assist.
Initial Complaint
Date:09/15/2022
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 basically got an ** microwave oven from my cousin she purchased it from Best buy she said and it was a open box the microwave I had it I wanted to say about 7 months and then I started having issues with the microwave for error code f 3 I basically went through all the troubleshooting to repair the product I end up getting tired of doing this this has went on since I got the item so now it's on it you almost a year of me owning it and the thing still is starting to do it again all over again and never stopped but I have another microwave as well by another brand and I have no problems with it so I use this that much more majority nevertheless when I contact the ** on September 15th basically the representative look the serial number up try to lie and say that I purchased the microwave and 2018 very untrue the only reason I got the microwave because I told my cousin that I needed another microwave because I have a big household and it was one microwave was not enough she end up going and purchasing me one I have gotten other products from Best buy that was open box and never had these issues until this microwaves was purchased and give it to me nevertheless he basically tells me the representative from ** that all he could do was *** have a representative from ** come out and it was going to cost more with the labor than the microwave actually cost the bad brand new or he could get me 10% off I then let him know that I was going to file a complaint against ** because this is no way to treat a customer for one you try to lie and say that a customer you know purchase the item when they didn't purchase it at that ************* and then secondly you know at the end of the day ** do not want to order their products after purchase if you are not the original owner basically they're trying to not repair replace or do anything basically consumers are wasting their money buy items from them with their practices
Business Response
Date: 09/16/2022

We were unsuccessful in locating the customers file using the contact information provided. We ask the customer to provide any and all telephone numbers used or referenced while communicating with **. The model/serial combination of the unit as well as any case numbers the customer may have received by a ** representative.
Customer Answer
Date: 09/16/2022

Complaint: 18029666

I am rejecting this response because: everything was given to the associate yesterday what's September the 15th everything was given to this associate basically when giving everything that I've gotten they associate basically was very unhelpful and try to say that the item was purchased in 2018 I did not get it in 2018 it was an open box that was probably the people that purchased it before I did nevertheless they offered nothing

Regards,

***********************
Business Response
Date: 09/23/2022
09/23 This customers reject complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. Unfortunately,we still were not able to locate the customers information with the name and address provided. Please submit a picture of the microwaves model serial tag and we will let the customer know if the unit is too far out of warranty for repairs. ** does not refund customers on open-box purchased appliances, but may be able to provide a one-time courtesy repair. Please submit requested documentation to BBB & **********************************.
Customer Answer
Date: 09/27/2022

Complaint: 18029666

I am rejecting this response because: I didn't hear back threw it away would not recommended ** to anyone

Regards,

***********************
Initial Complaint
Date:09/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The ** Fridge Settlement administrator ("they") has denied my claim even though I have submitted a valid claim. I have called them several times. I have submitted a complaint to what ** calls "Share Your Voice with the ** President." *** but to NO avail or NO response at all.The ** Fridge Settlement notice to the plaintiffs reads:NOTE: Class Members can still submit claims for No-Cooling Events that occurred after September 22, 2020, but the date to file a claim for No-Cooling Events that occurred prior to September 22, 2020 has passed.after September 23, 2020 is what I have understood from the reading.The date of my purchase was on 9/29/2020.The date for the first No-Cooling Events was on 12/24/2020. I remember the date because it was the day before Christmas in 2020.Initially, they had claimed that the date was missing. Now, they claim that the date does not qualify for this settlement.I have even sent them a copy of my purchase from ********** on 9/29/2020.
Business Response
Date: 09/17/2022

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. Please visit the following link to be assisted.
https://angeion-public.s3.amazonaws.com/www.**FridgeSettlement.com/docs/SA+Ex.+4+Enhanced+Warranty+Claim+Form+Angeion+v.4.pdf

Customer Answer
Date: 09/19/2022

Complaint: 18026549

I am rejecting this response because: I've already contacted ** about the warranty and written a letter to the President of **; ALL but to no avail. That's why I've decided to file a complaint with BBB. Tell me why my claim was rejected by the claims administrator. No more run around, please.

Regards,

*********************
Business Response
Date: 09/23/2022

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. Please visit the following link to be assisted.
https://angeion-public.s3.amazonaws.com/www.**FridgeSettlement.com/docs/SA+Ex.+4+Enhanced+Warranty+Claim+Form+Angeion+v.4.pdf
Customer Answer
Date: 09/27/2022

Complaint: 18026549

I am rejecting this response because: I've already tried it, only to be told to contact the claims administrator who then tells me to contact LG.

Regards,

*********************
Business Response
Date: 10/05/2022

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. Please visit the following link to be assisted.
https://angeion-public.s3.amazonaws.com/www.**FridgeSettlement.com/docs/SA+Ex.+4+Enhanced+Warranty+Claim+Form+Angeion+v.4.pdf
Initial Complaint
Date:09/14/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased all new ** Appliances from Homedepot (refrigerator, dishwasher, dryer, washer, gas range, and wall oven). The wall oven arrived on 8/11 and was installed on 8/12. The oven was unable to reach temperature. I notified ** and a service tech came a few weeks later. It was determined the oven fan was defected. The tech ordered parts but then left on vacation for an extended period of time. I called ** and they have let rescheduled the repairs. I called their customer support line at least 12 times. Each time they promise a callback within 24 hrs but they never follow through. I requested a callback from a supervisor but again I have never received a callback. It's been over a month and the issue has still not been resolved. I have not had a work oven since late July. I'm not sure my next move.
Business Response
Date: 09/16/2022
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 am Jarmaine (Presidential Liaison) with **. Your complaint has been received and carefully reviewed. We sincerely regret your experience with this unit. We attempted to contact you via phone call , and left a VM. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. Please be advised we will attempt to call you back at a better time. Please respond back via (BBB portal)to be better assisted.

Customer Answer
Date: 09/16/2022

Complaint: 18024110

I am rejecting this response because: Please call me back.

I was supposed to receive a call yesterday from your issues resolutions group (I was promised on the 9/15 date since last week). I called your ************** customer service line, I was told that I'll now receive a call on 9/20.

Regards,

***********************

Regards,

***********************
Business Response
Date: 09/23/2022
09/23 This customers reject complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. Our records show a new appointment has been scheduled with one of LGs in-house technicians set for Wednesday, September 28th between the hours of 1-5p.m. The technician will call the customer to confirm this appointment.

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