Complaints

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

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  LG Electronics

  1000 Sylvan Ave Englewd Clfs, NJ 07632-3302

• 

  LG Electronics

  2155 Eagle Pkwy Fort Worth, TX 76177-2311

• 

  LG Electronics MobileComm USA Inc

  10225 Willow Creek Rd San Diego, CA 92131

• 

  LG Electronics MobileComm USA Inc

  10101 Old Grove Rd San Diego, CA 92131

• 

  LG Electronics USA

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2022

  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 have an ** washing machine that is broken since May and is under extended warranty with **. Technician has been coming trying to repair the unit several times. The unit leaked water causing damages to my floor and ceiling below. A few days ago the technician told me the unit is not repairable and he put the same information on his report. LG electronics refused to replace the unit. I called several times to talk to someone in charge regarding my service issues the representatives kept on transferring me from one number to another I stayed on hold for more than one hour or under they dropped the call and I have to start over again. O need assistance in resolving this problem with LG electronics please. Thanks

  Business Response

  Date: 08/16/2022

  08/16  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.  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.  The technician reported a crack in the tub.  The technician mentioned this to the customer, but customer refused due to the concerns of her husbands health.   

• Initial Complaint

  Date:08/13/2022

  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.

  Mid July 2022 ***** 20 cu refrigerator stopped working. (it is only 1 year old) I had to throw all the food out,I contacted ** and asked for a service call. **************** said they were trying to find one in my area. Every time I called they were still looking for service for me. I asked for a refund, the women said I qualified for a refund. And to call RA department Monday , I called on a Friday. the gentleman said I had to wait 10 more days to qualify.I called again, this time. No , you have to wait 15 days, not ten!Again I call, no we don't refund, we will get someone there.I call them again, "we found a service repair, you are scheduled for 8/16., wait hold on....sorry they can not do it that day they are fully booked out".I called 2 more times, each time 2 different reps, told me, "I will have a higher up person contact you in 24 hours. Be sure to answer the call."That was a few days ago.3 months after I purchased this fridge, the same thing happened, it stopped working. It took a couple months to get repaired. I can not afford to buy another refrigerator unless I am refunded in full. I can not buy ahead of time or it goes bad. Now I shop daily.Please refund me and let me enjoy life

  Business Response

  Date: 08/15/2022

  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 no answer or VM option. 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: 08/15/2022

  
  Complaint: 17713515
  
  I am rejecting this response because:
  
  They did call my cell once at 10:40 this morning, I was in shower and missed call.

  I called and spoke to customer service, he said I should expect a call back sometime on the 17th. I said that I want a call back today. He sent an email to the laison 

  and I might get a call back today or tomorrow, He suggested  I keep my cell phone on me at all times.

   

  I have been with out a refrigerator for a month with no assitance from LG.

  I want a call back today.
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/22/2022

  08/22  This customers reject complaint has been received and carefully reviewed.  Our records show the customers case which was submitted to the Return ************************* for a resolution was approved on August 17th a refund amount of $612.71.  The customer should receive this check in the mail in the next 2 to 3 weeks via the local USPS.  If not, the customer is welcome to call that department at **************, and the case number is DRN220817366963. 

• Initial Complaint

  Date:08/13/2022

  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 purchased a Brand ****** B9 Oled about 2 years ago. The tv since I purchased it had a weird issue with the operating system being laggy. I contacted ** who said it wasnt a problem that they had a solution to. I decided to get over it and keep it and now its just completely unusable. The ** to launch apps sometimes wont even open up completely making the tv unusable. Extremely disappointed with the lack of quality control and that i wasnt allowed to get something done within the manufacturer warranty by ** and now its worse.

  Business Response

  Date: 08/15/2022

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

• Initial Complaint

  Date:08/13/2022

  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.

  this is 3 complain will be file second complain file on 07/27 # ******** the problem not been resolved they don't fix the problem in last contact to ** customer service he mention that will not work my answer to him was if the refrigerator not work with Ice machine why the factory described have ice machine but not installed if Ice Maker not work they add electric connection to the Ice to add Ice maker plus why They Add water pipe line to bee connected to the water line for Ice Maker they supposed not to add that on description and not make whole for s**** to install Ice Maker electric connection water Pipe and By the way i have spend more then $200 for Original ** Ice Maker please i need your help to resolve the issue Thank you in advanced

  Business Response

  Date: 08/15/2022

  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. ** is escalating the customers file to our Return ************************* for approval.  Rather than continuing with repair we will provide an alternate resolution. We request that the customer sends a copy of the original purchase receipt, and a picture of the model serial number sticker on the unit.
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a ** appliance set (refrigerator, range, microwave and dishwasher) on 06/09/2019. The door on the microwave is falling off just after 3 years. ** customer service is not responded to my concerns. They want me to pay for the repair which is more than the cost of the microwave. I will not tolerate being scammed by LG Electronics. Please assist me with this complaint. Thank you.

  Business Response

  Date: 08/13/2022

  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. Please not that this appliance is out of warranty and all repairs are the customer responsibility.
  

  Customer Answer

  Date: 08/24/2022

  
  Complaint: 17709784
  
  I am rejecting this response because:
  
  

  I did not know you were waiting on a response from me. ** call and left a message that they would call back, but never did. This issue is NOT resolved. 

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

  Business Response

  Date: 08/27/2022

  
  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. After reviewing this matter, Please be advise that the warranty has expired, therefore all repairs are the customers responsibility.

• Initial Complaint

  Date:08/12/2022

  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 purchased an ** refrigerator in January 2019. I also purchased an extended warranty. On August 6, 2022 the refrigerator began failing to stay cool. On August 7, 2022 I called **. A diagnostics was completed over the phone & the tech identified multiple failures and was putting an request for repair. I asked if it was in warranty & was told out of warranty. I explained I had an extended warranty & the ** tech said he could offer me a 5 yr extended warranty. The next day I received a text from ** stating it they were still searching for repair company. I then called the extended warranty company Epic Project to see if they had problems getting ** repair services. They looked up my refrigerator model # and identified it as having know defective sealed system that was involved in a class action. Because ** had extended their warranty my extended warranty company could not preform services. Multiple days I called ** always told someone would call in 1-3 days. I used ** website to send multiple emails to the president's ****** with no response. ***************** the outside vendor ** uses to place service calls set me up on Wednesday with Millenium but when I called them they were closed until 8/15. Yesterday ************* gave me 3 additional service companies but none will honor warranty work because of **s slow pay. I arranged for a ** supervisor to call me today at 2 pm CST but as of 2:36 pm have received no call. I have been forced to used coolers w/ ice to try and carry on family life I have my original receipt of needed

  Business Response

  Date: 08/13/2022

  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with his unit.  We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I was able to contact the customer and advise, ** is escalating the customers file to our Return ************************* for approval.  Rather than continuing with repair we will provide an alternate resolution. We request that the customer sends a copy of the original purchase receipt, and a picture of the model serial number sticker on the unit. 
  
  

  Customer Answer

  Date: 08/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the addition of disposition of defective refrigerator.  ***** wants the refrigerator returned to them it will be LGs responsibility to arrange for and assume all costs associated with the return
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/12/2022

  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 ** Wash Machine back in November 2021. I have contacted ** several times, I get the run around every single time. The was machine has been ruining our clothes with black marks on them. It has ruined several clothing items including my son White ******** my Duvet. I was told it was the transmission that was leaking oil. I still have yet to get reimbursed for the ruined items like I was told. I will never by another ** product. It seems as though ** employees do not know the right hand from the left. I have gotten the run around for the past 3 weeks.

  Business Response

  Date: 08/13/2022

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

• Initial Complaint

  Date:08/11/2022

  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.

  TV crapped out right before warranty expired. However, customer service has been a nightmare and I have yet to have a technician call to schedule a repair.

  Business Response

  Date: 08/12/2022

  08/12  This customers complaint has been received and carefully reviewed.  We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced.   We understand your concern about your unit and the frustration you feel right now.  Our records show there is a pending scheduled for Friday, August 12, 2022 with *********************, phone number ************.  We would be unable to supersede any decisions or offers which are provided based upon LGs guidelines, policies and procedures.  We will need to see if the technician can fix the television, or not, before knowing what is the next step of resolution is.

• Initial Complaint

  Date:08/11/2022

  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.

  Purchased a defective ** washer and dryer unit that was delivered on 3/18/2022 by *********** The unit was defective from the date of installation. After two service appointments provided by ** and a third cancelled because "there is no service manual for these units and no one knows how to fix this issue," ** told me they would issue a refund on 4/21/2022. The refund was noted to be denied on 5/10/2022 and re-submitted and approved. A refund check was supposed to have been mailed on 6/6/2022. I have still not received the check. I was told it would arrive within 45 days. I waited until the refund was approved and then bought a different unit (not **) for $3,000 and need this check.Product: WSEX200HNA Serial Number: ************

  Business Response

  Date: 08/12/2022

  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: 08/23/2022

  
  Complaint: 17706192
  
  I am rejecting this response because:
  
  

  LG has attempted to call me twice and has not left a call back number or email address. The complaint has not been resolved. I have not received my reimbursement yet.

  
  

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

  Business Response

  Date: 08/27/2022

  
  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. This was escalated to the Returns ************************* for assistance. An agent will contact the customer directly with assistance.
  

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17706192
  
  I am rejecting this response because: I still have not received payment. The company has called twice and does not leave a return number. I am at work and cannot answer and have no contact information to respond other than a email and text telephone number that they never respond to.

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

  Business Response

  Date: 09/09/2022

  We ask that the customer send a formal note to **EAI-BBB@**E.COM.Srating that you never received your refund check. Please notate that correct mailing address, your name and phone number. Attention Jarmaine in the subject. This will be escalated to ** accounting department with request to be re-distributed.

  Customer Answer

  Date: 09/10/2022

  
  Complaint: 17706192
  
  I have responded to the response to ** with information they requested. I will accept the business response when I receive the refund check.
  
  
  
  Regards,
  
  *******************

  Customer Answer

  Date: 09/14/2022

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

  The BBB closed my complaint today (#********). ** provided a non working email address for me to respond to them. Please clarified the email address.
  

  
  

  **EAI-BBB@**E.COM.Srating (does not work)
  

  
  

  ********************************** (does not work)
  

  
  

  **************************** (email was not returned).
  

  
  

  Im at over 60 days of not receiving my refund for this product. If this continues, who do I contactAG for *******?

  
  

  Thank you,

  
  

  MH

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

  Business Response

  Date: 09/15/2022

  Please be advised that this is a valid email, however to better assist you please forward to *********************** to expedite resolution.

  Customer Answer

  Date: 09/27/2022

  
  Complaint: 17706192
  
  I am rejecting this response because:
  
  

  I've still received no response from ******** despite two emails directly to his email address. The emails were sent on 9/16 and 9/23. I have checked my spam email.

  
  

  Thank you,

  
  

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

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

  Business Response

  Date: 10/04/2022

  I was able to email the customer " Please attach the agreement letter that was sent back to ** to Finalize this matter."

  Customer Answer

  Date: 10/07/2022

  
  Complaint: 17706192
  
  I am rejecting this response because: ********** said that they attached a resolution agreeement. It was not attached.

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

  Business Response

  Date: 10/14/2022

  
  "Please attach the agreement letter that was sent back to ** to Finalize this matter." Was what I sent to the customer as a request. If the customer never received and signed an agreement letter, no formal agreement was made, with the representative the customer worked with.
  

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our ** fridge in 2014. The compressor has gone out at least five times. Each time leaving us without a fridge and sometimes as long as a month. The last time it occurred was March 2022. We paid $300 to fix it and it went out again on Aug 8. The company refuses to waive the $300 fee and replace it.

  Business Response

  Date: 08/12/2022

  
  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.