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 USA, Inc.

  2000 Millbrook Dr Lincolnshire, IL 60069-3630

• 

  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

• 

  LG Electronics

  417 Saint Ives Dr Severna Park, MD 21146-1024

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:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a ** fridge with the linear compressor known to have problems. The compressor failed on June ******* and have been waiting for repairs. ** only has 1 repair company within our area and that company has one Certified Technician. ** will not authorize another technician to do the work!!! This is totally unacceptable and causing a hardship on both of us and buying ice every 2-3 days for $6.39 while waiting for repairs! Also *** appliances will no longer repair ** appliances after mine is repaired!!

  Business Response

  Date: 07/09/2025

  7/09/2025

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

  This is *******, Presidential Liaison with LG Electronics ************************************ Thank you for your continued patience and for sharing your concerns.
  

  I understand how difficult this situation has beengoing without a properly functioning refrigerator for an extended period, especially with limited service options in your area, is extremely frustrating. We truly regret the inconvenience and hardship this has caused you.
  

  As we discussed on July 8th, a certified technician is scheduled to service your unit on July 17th. Ive also sent you a text message this morning confirming the approval of a $300.00 refund to help offset some of the additional expenses youve incurred during this time.

  We truly appreciate your understanding despite these challenges, and Ill continue to monitor your case to ensure the repair is completed as scheduled.
  

  Please dont hesitate to reach out if you need anything further.
  

  Sincerely,
  

  *******
  *****************************start="1252" data-end="1255"> LG Electronics Presidential Escalations Department

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 9/16/25 Under Warranty Installation of ice maker line on water heater.** Manual states don't install on water heater temp could GO TO 100Business denied installation of water line to water heater when I called them #WJ64660838 ******** ** 30 IN W 22 CU FT French door fridge w/water dispenser in stainless steel

  Business Response

  Date: 07/08/2025

  7/8>Dear ********** ******, 
  Thank you for bringing your concerns to our attention regarding your recent experience with ** policy and procedures. We sincerely apologize for the difficulties the customer has faced with their unit. Our records indicate that this customer has concerns on the way their unit was installed by ********** delivery teams. ** warranty does not cover install issue and we will not be able to assist in this matter. The customer should reach out to ********** directly if they are still concerns with your install. Thank you for your understanding. ** considers this case closed. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Complaint: 23553816
  
  I am rejecting this response because:
  This issue has been going on for 3 weeks and when I initially contacted the company they stated that their policy was if they could not find a tech in 3-5 business days we would move on to refund or replacement. It has been significantly longer than that and they have done nothing to remedy my broken refrigerator. I have reached out to the company that is supposedly doing the repair but still have not heard back from them. 
  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 07/09/2025

  7/9> Dear ***** ****,
  Thank you for bringing your concerns about Complaint ID# ********. We sincerely apologize for the difficulties the customer has faced with their unit. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. We show that this customer info has been sent over to LGs service network. The customer will be contacted by the service provider once a service center in your area accepts the dispatch.
   
  Please (contact them directly to confirm your appointment date and time), cancel or reschedule your existing appointment, check on part orders, or anything else related to your repair.
  Service Power is a 3rd party contractor who will locate a servicer in your area to accept a service request.
  
  Reference Number: RNN250704039864
  Service Contractor: *****************
  Contact number: ************
  Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Business Response

  Date: 07/09/2025

  7/9> Dear ***** ****,
  Thank you for bringing your concerns about Complaint ID# ********. Our records indicate that this customer has accepted to move forward with a repair service under RNN250704039864. We still have to wait for repairs to be completed to know what type of resolution is recommended to resolve this case. We also show that the customer was offered a 2 year extended warranty on their unit and details have been sent to the customer's email and added on file at LG. 
   
  Thank you for your cooperation, and we look forward to resolving this matter.
  
  

  Customer Answer

  Date: 07/10/2025

  [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. If, however, the repair does not work I expect the company to take further action. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 28, my 7 yo ** Refridgerator stopped working. I looked up possible issues and started doing all of the suggested issues to reset by **. Nothing worked. Monday, I reach out to virtual assistant live chat, and was told they couldn't help me unless I was infront of the unit, though I told them I did all troubleshooting, they stopped responding. I go home that evening, live chat again, tell agent I did the self-help step, but she tells me to read the code, which there was none showing, but I pressed 2 buttons and "-8888" showed. She tells me "ok your ref. number is CNN250630228406, someone will call you in 24 hrs". *********** no calls. Today, I call a phone number, get routed back to virutal system and texted. I immediately call back and the system finallly acknowledges I called a number of times and sends me to a live agent. He takes my info and situation and says you need to schedule an appt. and sends me to another person who says, they can only send me to an approved repair person if I agree to the $458 hold for the flat rate service. She has no idea of when they can send someone though. I have lost all of my food. Resigned to not having food for the holiday, but at least give me a time frame of when a tech can come. She says, I likely won't hear from someone until Monday next week about when they will have a time avialable to come out. This is unacceptable, how am I supposed to reasonably plan with no reliable information. Or even advice based on the code as to whether this is a repariable issue, or if the 10 yr compressor warranty may cover it. Live agents are no more helpful than than auto system which is frustrating. The product worked well, while it was working. I feel very duped by this service experience.

  Business Response

  Date: 07/08/2025

  07/08/2025

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

  Thank you for bringing your experience to our attention. My name is *******, and Im a Presidential Liaison with LG Electronics Presidential Escalations Department.
  

  First and foremost, Id like to sincerely apologize for the frustration and inconvenience you've experiencednot only with your refrigerator failure, but with the process of getting timely support. We understand how difficult it is to be without a working refrigerator, especially over a holiday period, and we recognize how the delays and lack of clear communication have compounded your frustration.
  

  To clarify your unit's warranty coverage: although your refrigerator is beyond the standard warranty period, the compressor component is still covered under LGs 10-year limited warranty. However, the labor and service fees related to the diagnosis and repair are not covered, which is why a flat-rate service fee of $458 was quoted. This fee includes both diagnostic and labor costs but must be authorized and scheduled directly through our authorized service network.
  

  Due to payment security protocols, the Voice of the Customer team (including live agents and virtual assistants) is not authorized to process or schedule these repairs. For out-of-warranty scheduling and payment, please contact our dedicated service team at:  Toll-Free Number: ************.  They can assist with scheduling, available appointment windows, and answering questions about the compressor coverage or possible repair outcomes based on the units behavior.

  We truly regret the delay in communication and are reviewing this experience internally to improve our response process going forward. Your feedback helps us better serve all customers, and it has been escalated to the appropriate teams.
  
  Sincerely,
  

  *******
  *****************************start="2442" data-end="2445"> LG Electronics Presidential Escalations Department