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

5,906 total complaints in the last 3 years.
2,207 complaints closed in the last 12 months.

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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:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our ** refrigerator stopped working on its 2 yr anniversary. to the exact date of purchase. it had a 5 year warranty on internal issues. ** refused to send a service person saying they did not have one in our area.What?! we're in the heart of ** .. not far from any urban center or suburban center. ** gave me a list of 8 service centers. Suddenly it's MY job? 2 no longer serviced **, 2 didn't answer, 2 had full voicemail inbox, 2 never returned a call. I found a local repair person who went thru ** to get certified parts. He replaced the entire unit twice. ** has cost us $400+ in food loss, expensive in buying water, enormous inconvenience, rental of emergency freezer unit. and still 38 days later. I asked ** to now replace the unit and they refuse. So we not only need to be re-imbursed for the refrigerator, but the above costs as well.
Business Response
Date: 08/09/2022
This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with his unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I 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: 08/22/2022

Complaint: 17691154

I am rejecting this response because:

What is this?   We have received ZERO communication from ***** except my communication to them in a CHAT session.
They have not responded in any way in any phone or email to us.   Why would you close this??!
We havent have a working 2 yr old, under warranty, refrigerator for 6 weeks!
We have had to spend a LOT of money on WATER, rental fridge.   We lost $600 worth of food.
How is this case CLOSED in any possible way?!
Regards --

Regards,

***************************
Business Response
Date: 08/27/2022
We attempted to contact the customer again today 8/27 at 10:18 est to no avail. You can always contact us again via Email, Live Chat or by calling **************** Support at ************. We are available 24 hours a day, 7 days a week to support your needs.
Initial Complaint
Date:08/08/2022
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.
I bought an ** air conditioner, it is now 6 weeks old. After regular use the fan on the inside of the ** unit broke. I called ** to get it repaired since its a brand new **(only 6 weeks old) and i keep getting the run around. Its been a week without any answers other than that they cannot find a tech to come out because none is available in my area. 1 week in this heat wave of temp over 90 degrees and I have no ac which is dangerous for me and my little ones. I called to get a refund or have the piece sent to me so that i could install it my self and the rep rudely told me that was not possible as for the refund theres a numerous of days Id have to apparently wait. So my family and i are suppose to suffer in this heat because of their cheaply made product and they will not help. At this point i just want my money back so that i can buy an **. Smh
Business Response
Date: 08/09/2022
This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with his unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I was able to contact the customer and advise that this process of locating a technician can take up to 10 days. She was already aware of that, and this process has already began.

Customer Answer
Date: 08/15/2022

Complaint: 17688796

I am rejecting this response because:

I was not aware it was 10 days I was always told 3-5 days until the conversation with the last rep.
Also, its the 10th business day and still no resolution. I have never had to deal with customer service this ridiculous. Im a very patient person and understand that there are procedures. But I need a resolution ASAP.

Regards,

***************************
Business Response
Date: 08/19/2022
LG 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
Initial Complaint
Date:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good afternoon I have purchased an ** fridge from Bestbuy 11/23/2018 model LFCS22520S Within one year the fridge broke down/stopped cooling- ** sent a technician who told us compressor had failed and replaced the compressor- within a week again same issue then come and do further repairs- again a week later.. same issue they do further repairs.. the fridge works fine for another 2 years then it fails again.. an ** tech comes in ...compressor failed.. replaces it... 3 days later...not cooling...he said connections are leaking... fix it... yesterday... again not cooling... Imagine how inconvenient this has been for food also to spoil 5 times and each time all thrown away.. In less than 3 years period... this fridge had failed 6 times without a good solution.. I am aware of the law suit against ** however it seems that this problem is still not fixed by ** - requesting a replacement fridge Reference No:RNN220802084273 Product:French Door Model:LFCS22520S.ASTCNA0 Serial ***************
Business Response
Date: 08/09/2022
08/09 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with getting her refund, and we deeply apologize on any inconvenience you experienced. Our records show the customer was offered a prorated refund in the amount of $872.05 on August 8, 2022 and the customer accepted. ********************** is no longer providing replacement appliances to the customer,because of the pandemic effecting product productivity, only refunds. The resolution provided is directly from the handling agent in accordance with the Return ************************** policies and procedures. We would be unable to supersede as any decisions or offers which are provided based upon their guidelines, policies and procedures
Customer Answer
Date: 08/09/2022

Complaint: 17688403

I am rejecting this response because:
LG is giving me hard time with sending the check.. I received a call and they are asking for original bar code and not a photo.. They were not specific with their original request so that s all I have now and they are delaying my payment.

Regards,

*********************
Business Response
Date: 08/18/2022
08/18 This customers reject complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with getting a refund, and we deeply apologize on any inconvenience you experienced. However,the resolution provided is directly from the handling agent in accordance with the Return ************************** policies and procedures. There is a reason why the customer is being asked to send in the actual model serial tag instead of picture. 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:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ** Refrigerator and an extended warranty from JCPenney. The refrigerator failed before the warranty expired. ** and Asurion have not provided any repair or resolution at this time.
Business Response
Date: 08/09/2022
08/09 ** would like the opportunity to review the file for a potential alternate resolution, if a service company cannot be found to repair the customers refrigerator. 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:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our home burned down in a CA Wildfire. We had to replace everything. On 2/14/22, we purchased an ** Fridge from *********** It took a while to deliver but once it was delivered we noticed that the French door was leaking A LOT of air causing the fridge temp to be irregular. We were advised by ********** to use the Protection Plan in error who later advised us that the appliance was still under warranty by the manufacturer which is why it wasn't until 7/2/22 that we contacted ** CLM# CNN220702235000, pictures of the part was provided. No response received. C/B on 7/16/22 advised that 1 day after our initial call it was determined that the Rep ordered the wrong part but no one called us back. So I was advised the correct part was being ordered. C/B on 7/18/22 s/w *** **** CNN220718626465 advised that the part still wasn't ordered correctly; it's the Mullion Flap. Part was ordered but only after me initiating contact. C/B on 8/3/22 advised that part was rejected since a Service Tech must come out but that Service tech was initiated **** RNN220804099547. C/B today on 8/5 to be told that the previous Rep didn't give the Service Tech my correct phone # to contact me even though it was verified every single call. I have zero faith in my issue being resolved. Also, each & every call asked if I wanted to leave a Survey response but the **************** Reps intentionally put the calls on hold so that I would hang up & bypass survey, 1 Rep even transferred me to Best Buy phone # to avoid me leaving my opinion. The Reps used words like "No worries", "it's the least I can do," "this is not a problem", & "oh sure sure" but it was obvious that they didn't care about the Customer's concerns because not 1 rep did their job correctly. I paid for the brand new fridge, I need the fridge to work properly, and the amount of time I have spent trying to get this 1 issue resolved has RUINED my opinion of purchasing ** products in the future.
Business Response
Date: 08/09/2022
08/09 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. We have escalated the customers concerns to the appropriate department to try and get the door replaced and will be in close contact with the customer as soon as we have new information on when we can get the refrigerators door replaced.
Customer Answer
Date: 08/09/2022

Complaint: 17686948

I am rejecting this response because: even as we speak, I have conflicting contact messages sent from *** Every time I follow up on the same issue I am advised something different. Yesterday I spoke with a **************** Rep who said they could not get ANY service technician to come out to install the mullion flat. So, she was forwarding my concern to the cancellation/refund department. Then this morning I get some type of text message (which is amazing since ** gave my wrong phone # to the prior service tech) stating, "We are still looking for a provider to come as quickly as possible. You will be notified when an appointment is confirmed Ref# RNN220809024446." I cannot get a straight answer from LG Electronics. My frustration is: (1) where was all of this follow up communication during the first 6 calls? (2) Why does everyone keep passing the buck and changing the direction of my service request? (4) ** is a HUGE organization so why doesn't any appliance technicians want their business? I have been paying for my refrigerate to cool my kitchen, by leaking the refrigerator air through the door, which is causing the refrigerator motor to overwork and reduce the life of the refrigerator. Plus it's costing my electric bill to increase because it's 100+ degrees here in **********. My request is, whatever LG Electronics is going to do, stick to it and stop giving customers the run around and advising them that you've got it all figured out.....when you don't. We purchased a new refrigerator for a reason and this has been a complete waste of time & money.

Regards,

*****************************
Business Response
Date: 08/12/2022
08/12 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. The resolution provided is directly in accordance with **** policies and procedures. We would be unable to supersede any decisions or offers which are provided based upon LGs guidelines, policies and procedures.
Customer Answer
Date: 08/17/2022

Complaint: 17686948

I am rejecting this response because: to date, I have received 2 text messages that were extremely confusing by giving only an alphabet letter to respond which none of the options made sense for my situation. I understand the need to screen customer communications but it has to be designed successfully which **** is not. They should, at some point, pick up the phone and call their customers. What does it take after 10 customer driven phone calls and a ******************** complaint filed?

Regards,

*****************************
Business Response
Date: 08/24/2022
08/24 This customers reject complaint has been received and carefully reviewed. We do apologize for the confusion. It looks like multiple agents were working on your case to get a resolution. And,depending on the type of action being taken through the system he/she is working on, the customer will get an automatic reply/survey for the customer to answer. Our records show an appointment was made to try and get the refrigerators issues taken care of, along with an outbound order that was processed for the same matter.
Customer Answer
Date: 08/26/2022

Complaint: 17686948

I am rejecting this response because: ** finally ordered the part and shipped it to me but has not scheduled a technician to install the part. This mullion flap has to be installed into other parts and I have no idea how to take a refrigerator apart to install it. I was already told their are no technicians willing to come to my home. So the pay is sitting in the box and my refrigerator is still losing its regulated temperature.

Regards,

*****************************
Business Response
Date: 09/03/2022
09/03 This customers reject complaint has been received and carefully reviewed. Thank you for your response. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. If the customer is able to provide the name of a licensed repair company who is willing to install the part, please provide us with their name, phone number, email address, physical address, name of contact person and fee and we will process a Letter Of Authorization for the customer.
Customer Answer
Date: 09/09/2022

Complaint: 17686948

I am rejecting this response because: Ihave no idea who to call for this type of repair. We lost everything we own, including our home, to a ********** Wildfire, last year. We're in a totally new city which is why we had to replace our refrigerator. This situation is completely unorthodox. You sell refrigerators and ask the customer to recommend someone to fix it? Mean time it's 110+degrees here, my fridge doors haven't closed correctly since i purchased it, it's probably overworking the refrigerator engine, and ** is doing nothing. I can't install the part, so maybe you should be sending me a new refrigerator? This just baffles my mind.

Regards,

*****************************
Business Response
Date: 09/16/2022
09/16  This customers reject complaint has been received and carefully reviewed. Thank you for your response. Our records an appointment was set up yesterday for a future appointment with the customer. If you should have any further questions please contact us directly at **********************************.
Customer Answer
Date: 09/19/2022

Complaint: 17686948

I am rejecting this response because: none of this is true coming from *** On numerous occasions, I was told an appointment was scheduled for a technician to installthe part and then advised by ************* that no techniciams were available near my home area. This is exhausting and in EXTREMELY poor taste for a large corporation. This is the 1st year of purchase, I also purchased an extended warrenty which can't take effect until they get this resolved. I don't know how ** stays in business selling broken appliances and not backing up their product. Via text message, I was just asked by *************, to provide proof of purchase and a picture of the serial code, again. No answers to my questions. Very frustrating to be given conflicting information all the time.

Regards,

*****************************
Business Response
Date: 09/20/2022
09/20  This customers reject complaint has been received and carefully reviewed. Thank you for your response, and for sending in requested documents. ** is currently trying to locate one of its own in-house technicians within the customers local area, and will keep the customer posted with a status update as new information is received.
Customer Answer
Date: 09/21/2022

Complaint: 17686948

I am rejecting this response because: they've been doing this for over 3 month and have yet to find a technique to install the part.

Regards,

*****************************
Business Response
Date: 10/04/2022
Our records indicates that this customers case has been escalated for refund. In the event the 5 business day window has passed the customer is welcome to call the Return ************************* directly: ************ Mon-Fri 8a-5p CST.
Initial Complaint
Date:08/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This Complaint is for an ** Dishwasher. It is 6 years old and I have an Error code on it. I called the repair service that is listed on the Dishwasher. They stated they would diagnose and have a repair plan. The technician stated the part that is needed was no longer made. I thought there was a law stating parts need to be available for 10 years.
Business Response
Date: 08/08/2022
This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with his unit. We acknowledge the receipt of your concern regarding your ** products, and we deeply apologize on any inconvenience you experienced. I was able to contact the customer via phone call and advise that due to this part being discontinued, this can be escalated for a prorated refund to resolve this matter. The customer advised that he would submit proof of purchase via email.
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an ** clothes washer. It is approximately 2 years old. It was in my condo when I bought it. It is an expensive appliance. The washer has stopped working. I contacted ** for help. There is no one that can fix my washer. I have called them numerous times. They refer me to repairman that live hours away. They are selling appliances that no one can repair. There is a 10 year warranty on the motor. I told them I would pay for a repairman but they still will not help.
Business Response
Date: 08/06/2022
08/06 This customers complaint has been received and carefully reviewed. We sincerely regret that the customer experienced difficulties with the unit, and we deeply apologize on any inconvenience you experienced. We understand your concern about your unit and the frustration you feel right now. If the customer has a repair company who is willing to come out to repair the unit, we can approve a Letter Of Authorization (LOA) for that servicer. We would need to know the name of the COMPANYS NAME; CONTACT PERSON;PHYSICAL ADDRESS; EMAIL ADDRESS; PHONE NUMBER; SUPPLIER CODE NUMBER. *********** has to provide a flat rate fee for their labor fees and part fees. These are the maximum fees we will pay: Parts---compressor $290, Drier $55,Evaporator $140, Condenser $95, Ring $5 each, Vale $70. ** would like the opportunity to review the file for a potential alternate resolution. 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 & **********************************.
Customer Answer
Date: 08/07/2022

Complaint: 17679438

I am rejecting this response because:

In my complaint, what I requested was a repairman to come and fix my washer. My washer was manufactured in 2021 and is not working. I do not have a local repairman to call. I cannot find anyone to work on an *** If you sell these appliances you have an obligation to see they are serviced. Money is not the issue here. I want a repairman. Serial # ************. Do the right thing.

Regards,

*******************************
Business Response
Date: 08/12/2022
08/12 This customers reject complaint has been received and carefully reviewed. LG Electronics is still actively searching a repair company for the customers washer. We advised on the customer submitting a request for a Letter Of Authorization just in case he/she of a licensed company to refer, in addition to ** finding a company. ** asked for a copy of the customers purchase receipt and picture of model serial tag,because the next step of resolution would be to submit those documents to **s Return ************************* for a refund if the unit cannot be repaired. We would be unable to supersede any decisions or offers which are provided based upon **s guidelines, policies and procedures.
Initial Complaint
Date:08/05/2022
Type:Product 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 January 22, 2022, I purchased an ** Microwave oven Model#MSWN1590l / 00 (10TTAHQA **** from ******** The microwave cost $169.00; and it worked as expected. I registered the item on **s site on January 24, 2022. It also was a great match to my other ** appliances as I have a ** refrigerator and gas range. On July 11th the microwave stop heating any food or water. I followed the instructions from the app as suggested to complete troubleshooting to see if it was something that could be fixed by me. I did everything that I was told to do and still NO Heat from the microwave. After completing the Service Request for the 2nd time, I received an email stating they issue cannot be fixed and I will receive a refund after I perform the steps for another service request...I did as told and still no refund, nor any additional communication about the refund.Although I am within the warranty period as it has not been 1 year since purchased, all ** customer service can do for me is give me the run around. One time I was told to wait for another email with a code so that I can take the oven to Fed Ex for shipping and received this confirmation number from ** customer service rep: ************************ got the email with the Express Code they said I would get. T next day, I called back, still the same run-around about the refund. Earlier this week, I called again and this time I got the same run-a-round including do the troubleshooting one more time; and I refused.I just want my money back. I have provided them proof of purchase, I have ran their test and checks way too many times and the oven no longer heats ....the warranty should be honored without the intentional stress - the thing no longer works and I would like my money back pronto please. Its a measly $182 with tax. ** should be ashamed of their practices. I will be sure to write a very truthful review of how I've been treated over something that is still under their warranty.Thank you,*****************
Business Response
Date: 08/06/2022
08/06 This customers complaint has been received and carefully reviewed. We sincerely regret that this customer is experiencing difficulties with the unit. Our records indicate the customers file has been escalated to our Return ************************* for review of a possible alternate resolution. 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: 08/06/2022
[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.

However, I have yet to receive a refund. I want to make sure they dont say theyre taking care of the problem but never take care of it. At this point, I do not trust ** the runaround by customer service has sullied my view of **. so I want to make sure I get my money back.

Kind Regards,

***************************
Initial Complaint
Date:08/05/2022
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.
Our home burned down in a ** Wildfire. We had to replace everything. On 2/14/22, we purchased an ** Fridge from *********** It took a while to deliver but once it was delivered we noticed that the french door was leaking A LOT of air causing the fridge temp to be irregular. We were advised by ********** to use the Protection Plan in error who later advised us that the appliance was still under warranty by the manufacturer which is why it wasn't until 7/2/22 that we contacted ** CLM# CNN220702235000, pictures of the part was provided. No response rec'vd. C/B on 7/16/22 advised that 1 day after our initial call it was determined that the Rep ordered the wrong part but no one called us back. So I was advised the correct part was being ordered. C/B on 7/18/22 s/w *** **** CNN220718626465 advised that the part still wasn't ordered correctly; it's the Mullion Flap. Part was ordered but only after me initiating contact. C/B on 8/3/22 advised that part was rejected since a Service Tech must come out but that Service tech was initiated **** RNN220804099547. C/B today on 8/5 to be told that the previous Rep didn't give the Service Tech my correct phone # to contact me even though it was verified every single call. I have zero faith in my issue being resolved. Also, each & every call asked if I wanted to leave a Survey response but the Customer ********************** Reps intentionally put the calls on hold so that I would hang up & bypass survey, 1 Rep even transferred me to Best Buy phone # to avoid me leaving my opinion. The Reps used words like don't worry, no problem, oh sure sure but it was obvious that they didn't care about the Customer's concerns. I paid for the brand new fridge, I need the fridge to work properly, and I think the amount of time I have spent trying to get this 1 issue resolved ruining my opinion of purchasing ** products in the future.
Customer Answer
Date: 08/08/2022
Better Business Bureau:

I would like to withdraw this complaint ID 17677698 in it's entirety. I accidentally selected the incorrect company's name (similar naming) in error when filing my compliant. It has been corrected but I do NOT want this to be filed against the wrong business owner. Therefore, this matter has been resolved.

Sincerely,

*****************************
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased an ** fridge less than 2 years ago and the compressor is failing. It does not freeze and is not cooling efficiently. ** gave my husband some possible repair places. One said it was no in their service area and others no longer service ** appliances. He ended up paying ***** to diagnose it.
Business Response
Date: 08/05/2022

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.

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LG Electronics is NOT a BBB Accredited Business.