Complaints

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

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• 

  Samsung Electronics America Inc.

  85 Challenger Rd Fl 7 Ridgefield Pk, NJ 07660-2118

  
• 

  Samsung Electronics America Inc

  2800 Wells Branch Pkwy Austin, TX 78728

• 

  Samsung

  12100 Samsung Blvd Austin, TX 78754

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

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:05/22/2025

  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.

  I purchased a Samsung refrigerator, model RF32CG5100SR, just one year and five months ago. Without any warning or clear reason, the fridge has completely stopped working. This is unacceptable for a major appliance that is expected to last for many yearscertainly more than just 17 months.This model is advertised as a large-capacity refrigerator, yet from what Ive now researched and experienced, it appears to be equipped with a motor that is underpowered for its size. This design flaw raises serious concerns about the reliability and engineering behind the product. A large fridge with a small, struggling compressor is a recipe for early failureand thats exactly what happened.A refrigerator that fails in under two years is not a quality product; it's a piece of garbage and should not be sold in the **** market. Consumers should be able to trust that an essential and expensive appliance like a fridge will last at least 3 to 5 yearsideally ********* make matters worse, Samsung does not offer a courtesy diagnostic unless the appliance is under warranty. This policy is unreasonable. When a known issue or premature failure occurs, the manufacturer should take responsibilityat minimum by providing a one-time courtesy inspection or diagnostic.I am extremely disappointed with this purchase and with Samsung's support response. I am requesting:A free diagnostic of the refrigerator to determine the cause of the failure.A path toward repair or replacement, given the unacceptable short lifespan of the appliance.Samsung needs to stand by its products and treat customers with the respect and support they deserve.

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, ****  We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******* complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. ****** to discuss the case. Our records further show the agent offered Mr. ****** a prorated refund for the refrigerator and he accepted the offer. The agent submitted a request for approval and on 6/01/25, a refund coupon [L*****OCX6 in the amount of $1,080.00] was sent to 407-***-6841 and ********************** via eCoupon system. If Mr. ****** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconveniences our customer may have experienced with this case. 

  Customer Answer

  Date: 06/09/2025

  [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.
  
  Regards,
  
  Mellouk Amarir

• Initial Complaint

  Date:05/22/2025

  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.

  At the end of April 2025 my 4 year old autist daughter broke her tablet screen. I filed a claim with samsung care and sent the tablet in to be repaired under warranty. Her claim was cancelled days later and upon calling I was told because I had the wrong serial number on claim. This was corrected 5/2/25 and a new correct claim filed. The tablet has yet to be returned to us. I have called multiple times and been told multiple different things regarding the repair. I have ask and demanded the tablet be returned to us as this is something my daughter requires. They continue to be vague telling me they will escalate the concerns and ticket etc. I want my daughters tablet returned so I can get it fixed immediately locally or they need to replace her tablet and refund me for the so called warranty.

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, Inc.We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint related to her Samsung Galaxy Tablet. Our records show the agent assigned to the claim corresponded with *********** via email to discuss the case. Our records further show repair was completed and the tablet was shipped back to Ms. ******** address on file [reference *** tracking #: 1Z8811EE0299013081]. If *********** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/22/2025

  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.

  We purchased a Samsung French-door refrigerator, model RF28JBEDBSG/AA, in 2017. Within a few years, it has required two non-wear-related ***airs: one for a defective chill drawer which Samsung acknowledged as a known issue, and fixed at no cost. Now a second failure of the internal ice maker. Local technicians informed us that this model was part of a class action lawsuit (In re Samsung Ice Maker Litigation, No. 2:17-cv-01263, D.N.J.) involving widespread defects in Samsung ice makers.Reports show Samsung once offered free ***airs and even a lifetime warranty on the ice maker but quietly ended the program during the lawsuit process, with a settlement reached in December 2023. When I contacted Samsung in May 2025, the *** confirmed the program had existed but was discontinued after alleged customer notificationpossibly by email. We never received such notice, and Samsung could not provide any proof.Samsung now offers only a $300 discount toward a new refrigeratoreffectively forcing us to pay again for a product that previously included a feature they once ***aired for free. This ice maker defect is not isolated. News ***orts and legal filings document ongoing customer complaints, recurring failures, and Samsungs refusal to cover known issues.For reference, supporting source links are included below: ********************************************************************************* ********************************************************************************************** *********************************************************************************************************************************** ********************************************************************************************************************************************** ********************************************************************** This pattern reflects a known defect, quietly dropped warranty support, and a burden shifted to consumers without proper notice.

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. **** complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. *** on 5/26/25 to discuss the case. Our records further show the agent again offered Mr. *** a free-of-charge repair and he accepted the offer. The agent submitted a service request and a Samsung authorized servicer contact Mr. *** to schedule the repair.If Mr. *** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

  Customer Answer

  Date: 06/11/2025

  [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. I appreciate Samsung for honoring the repairs of a chronic, widely known and acknowledged issue with their ice makers. The ice making component being in the refrigerator has been an admitted issue for them and I'm glad they were able to resolve the matter. 
  
  Regards,
  
  *********** ***

• Initial Complaint

  Date:05/22/2025

  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 a new washer and dryer front load set they were delivered on May 1st 2025, since then there has already been a repair on the 5th and now again I have to have the dryer repaired again for the same issue. Customer support is no help. I have asked for a new replacement to be delivered and I just get the same nonsense answer of let us repair it again and see what happens I have missed work for this, can't use an item I paid for.

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ********* complaint related to his Samsung dryer.  Our records show the agent assigned to the claim spoke with Mr. ******* on 5/26/25 to discuss the case.  Our records further show the agent explained Samsung's warranty to Mr. ******* and offered to set up service for the dryer, but he declined the offer.  Please be advised that Samsung's warranty is for service and all efforts to repair the dryer has to be exhausted before we can offer any other accommodations.  Regrettably, outside of our offer to set up service for the dryer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23363404
  
  I am rejecting this response because:
  A ***air service has already been done 4 days after the dryer was installed Samsung. How many times must we try and ***air a defective dryer before I get what I paid for. Samsung *** was rude and kept ***eating herself and never Actually listened to the complaint 

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

  Business Response

  Date: 06/12/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ******** complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, as stated in our initial response, Samsung's warranty is for service and unfortunately, all efforts to repair the dryer has to be exhausted before we can offer any other accommodations.  Samsung's decision related to Mr. ******** dryer remains the same.  Regrettably, outside of our offer to set up service for the dryer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:05/21/2025

  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 purchased a Samsung Model RF23M8070SR/AA, S/N 093K43BM100126E refrigerator with an ice maker that has never functioned properly. The ice maker leaks water onto the floor when dispensing and either produces very little crushed iceeven when set to cubedor forms large, solid blocks of ice that wont dispense at all. Samsung has sent technicians to replace components three times, but the issue persists. During the last visit, the technician advised us to hire someone else, stating they were unable to fix it. We then paid an independent handyman to apply a seal around the ice maker, but the problem continues.We are unable to use the ice maker at all, and the repeated service attempts have failed to resolve the issue. We are requesting that Samsung replace the refrigerator entirely.

  Business Response

  Date: 06/05/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms.Berrys complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with Ms. ***** as well as corresponded with her via email to discuss the case. Our records further show the agent offered Ms. ***** a refund for the refrigerator and she accepted the offer. The agent submitted a refund request of $951.73 for approval and once approved, Ms. ***** should receive a link from ******** requesting she selects her preferred payment method to retrieve the funds. If Ms. ***** has any other concerns,please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  Date:05/21/2025

  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.

  Purchased a brand new fridge on 3/5/25, which was delivered on 3/12/25. The fridge broke down on the evening of 5/16/25 and is no longer working. It is warm and the food inside has all spoiled. The food in the freezer has melted and gone bad. We have a 1 year old and need a working fridge for milk and food. We contacted Samsung about this issue on 5/19/25, since we could not reach anyone over the weekend, and were told that it was not under warranty, which is incorrect since it was just purchased. Once that issue was corrected we had to wait 24 hours for their system to update before filing a claim and asking for service for repair. We scheduled the service appointment on 5/20/25 for 5/23/25, which was the soonest they would come to our home. Today (5/21/25), we were told that the part that is needed for repair is out of stock indefinitely and our service appointment was canceled. Since then we have been given the runaround. We were told that we are not eligible for a refund or replacement after less than 3 months of owning the fridge, and when the issue was escalated to the refunds team we were told they can not talk to us yet and will call us back today with a decision on the matter, but they never did. Any subsequent calls for updates have been mysteriously disconnected or left off the hook with a weird static background noise.

  Business Response

  Date: 06/06/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ***** complaint related to his Samsung refrigerator. Our records show that the agent assigned to the claim corresponded with Mr. **** via email to discuss the case. Our records further show our service center received the part needed for repair and service has been completed on the refrigerator.If Mr. **** has any other concerns, please have him contact our agent directly for further assistance.Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconveniences our customer may have experienced with this case.

  Customer Answer

  Date: 06/06/2025

  [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 ********. It is unfortunate that there were so many obstacles that we had to manage in order to get proper customer care regarding our defective ********************** refrigerator, and were only taken seriously after filing a BBB complaint. Please improve your customer service.
  
  Regards,
  
  *************

  Customer Answer

  Date: 07/03/2025

  
  Complaint: 23362315
  
  I am rejecting this response because:
  
  Purchased a brand new fridge on 3/5/25, which was delivered on 3/12/25. The fridge broke down on the evening of 5/16/25 and is no longer working. It is warm and the food inside has all spoiled. The food in the freezer has melted and gone bad. We have a 1 year old and need a working fridge for milk and food. We contacted Samsung about this issue on 5/19/25, since we could not reach anyone over the weekend, and were told that it was not under warranty, which is incorrect since it was just purchased. Once that issue was corrected we had to wait 24 hours for their system to update before filing a claim and asking for service for repair. We scheduled the service appointment on 5/20/25 for 5/23/25, which was the soonest they would come to our home. Today (5/21/25), we were told that the part that is needed for repair is out of stock indefinitely and our service appointment was canceled. Since then we have been given the runaround. We were told that we are not eligible for a refund or replacement after less than 3 months of owning the fridge, and when the issue was escalated to the refunds team we were told they can not talk to us yet and will call us back today with a decision on the matter, but they never did. Any subsequent calls for updates were mysteriously disconnected or left off the hook with a weird static background noise. We finally got a repair service scheduled for 5/24 only after I left a BBB complaint. Less than a month later, our fridge is once again not working. At this point I want a refund for this fridge because it clearly is a defective item and I no longer trust Samsung products.
  
  Regards,
  
  Mushfikh Alam

  Business Response

  Date: 07/07/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ***** complaint, our records show an agent from our Refunds team offered him of a refund at system pricing for the refrigerator as well as compensation for food loss and he accepted our offer.  Our records further show the agent submitted a refund request of $2,671.19 for the refrigerator and a compensation request of $200.00 for food loss.  Once the refund and compensation has been approved, Mr. **** should receive a link from ******** (via email/SMS message) requesting him to select his preferred payment method (check, Direct Deposit, Instant Pay or Zelle) to issue the refund for the refrigerator and compensation for food loss.  *********** has any other concerns, please have him contact the agent assigned to the claim directly for further assistance.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/21/2025

  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.

  I purchased a Samsung refrigerator 3 years ago. Immediately the ice maker stopped working. Samsung replaced the ice maker only for it to stop working a few months later. They replaced it again. Once again a few months later it stopped working. This time they required that I pay for the labor but that they would send the part free of charge. Now 5 months after that repair it has stopped ******** issue is that Samsung knows there is an issue with their Ice maker design but refuses to correct the issue. Looking online, I see that almost every ice maker sold by Samsung has issues. They continue selling a defective product.

  Business Response

  Date: 06/04/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. **** complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim corresponded with Mr. *** via email to discuss the case. Our records further show the agent offered Mr. *** a refund for the refrigerator and he accepted the offer. The agent submitted a refund request of $1,760.84 for approval and once approved, Mr. *** should receive a link from ******** requesting he selects his preferred payment method to retrieve the funds. If Mr. *** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case. 

  Customer Answer

  Date: 06/04/2025

  [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.
  
  Regards,
  
  *** ***

• Initial Complaint

  Date:05/21/2025

  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 May 18th, 2025, I placed an order on ************************** for a S25 Ultra 1tb phone. On May 20th, I received an email stating it was delivered. I retrieved the package to find the box was completely empty. I contacted Samsung live chat immediately and answered all their questions and provided images of the package. The Samsung *** told me it was more than enough proof for me to receive a refund. I was told to wait ***** hours for the refund confirmation email. I received an email this morning May 21st that states, "We have checked and found that, the issue created is still unresolved. We will be sending a follow up notification to our local facility to check on this matter." I am not playing these games, I would like my refund processed now like the live chat ***resentative said it would be. I'm a single father raising 3 boys and I cannot afford to lose this money.

  Business Response

  Date: 06/06/2025

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ** complaint related to his ************************** order. ********* has advised the agent assigned to the claim spoke with Mr. * as well as corresponded with him via email to discuss the case. ********* has further advised the agent assisted Mr. * with this issue and resolved the matter. If Mr. * has any other concerns, please have her contact the eCommerce agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

  Customer Answer

  Date: 06/06/2025

  [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.
  
  Regards,
  
  ***** N

• Initial Complaint

  Date:05/21/2025

  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.

  I bought a Samsung tv from ****** that came with warranty. Samsung was contacted and techs came out to see if they can resolve the issues. Tv has a low piercing frequency noise that causes pain to my kids when playing the Ps5. The tv has a game mode option. when used for playing games on Ps5, the low piercing frequency noise is heard. When off, its gone. Tv was bought to be used to play with the Ps5. The game mode option on the Tv was the selling feature. it allowed console to use VRR, HDR, and others functions. 6 Techs came out and replaced parts on the tv and the low frequency noise was still there. They then went into my Ps5 setting without my permission and messed around with my settings. They never asked me if they could they just did and i then thought to myself why are they but didnt say. At the end of the day after 6 techs, they blamed the Ps5 and its settings for the issue. Millions of people have the ps5 and use it. the setting on the ps5 is to be used if needed or want. no where does it say on the tv or ps5 that setting are not to be used on each other. Especially Samsung tv. had i known that this would be an issue then i would have bought a diff tv that was compatible with consoles. Samsung now says dont use the setting or the settings is causing the issue. The tv has the options to use and when i use it, thats when the noise comes on. They have refused to replace the tv with one that is compatible or refund my money in order to buy anther one. The techs calls samsung tech over the phone and the same guy has blamed the ps5 and states they have done everything they can and replaced parts and nothing else can be done. why not acknowledge that the tv has issues when the tv is in game mode and can not be used on Ps5

  Business Response

  Date: 06/09/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ******* complaint related to his Samsung television.Our records show the agent assigned to the claim spoke with Mr. ****** on 5/23/25 to discuss the case. Our records further show the agent offered Mr. ****** an in-warranty mail-in repair service, but he declined the offer. Please be advised Samsungs warranty is for service and all efforts to repair a product has to be exhausted before we can offer any accommodations. Regrettably, outside of service, there are no accommodations for this claim. If Mr. ****** should reconsider and would like to proceed with service, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  Date:05/20/2025

  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.

  Samsung Refrigerator stopped working. Called in a technician for help. Technician came and said it was the internal seal system that was not working. Technician came on Thursday, May 15, 2025 at 1:45pm from **********, a company called Service Quick that was sent from Samsung Repair. His name is *****, is the repair technician was sent to my home to look at the refrigerator. He took pictures and documented what he saw of the issue. He agreed it was the internal seal system and it would be covered under the 5 year warranty as stated in the Samsung Refrigerator manual. Service technician, Sadik, came back again on Tuesday, May 20, 2025 at 1:50pm, looked at the fridge and said he has to make a phone call. He had the other person from Samsung on speaker and said that the pictures show damage done to the refrigerator and do to the damage done the warranty is now voided. When I asked how much to fix out of pocket, i was given a price of $1500 or so. At this same time my husband was on the phone and heard this conversation. After I hung up with my husband, I then called Samsung right away. *****, the technician was out of my home before 2pm, less than 10 minutes. On the phone with Samsung, they kept to their story and said our refrigerator is no longer under warranty do to the damage done to the copper pipes in the fridge, Calling this damage cosmetic. Said damage is done by the sulfur in our water. We do not run water through the refrigerator because of the hard water we have, living in the country. we buy our ice and water from the store. I have asked for the copy of the photos and the documentation from Samsung and Service Quick, no one from either company will provide me the pictures or documentation done on my product. I feel like this is a scam and Samsung needs help responsible.

  Business Response

  Date: 06/05/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******** complaint related to her Samsung refrigerator.  Our records show the agent assigned to the claim spoke with Ms. ******* as well as corresponded with her via email to discuss the case. Our records further show the agent offered Ms. ******* refund for the refrigerator and she accepted the offer.  The agent submitted a refund request and a refund check of $1,887.91 was issued on 6/02/25 for the refrigerator.  Please allow time the 7-10 business days for **** to deliver the refund check to the address on file. If Ms. ******* has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customers may have experienced with this case.

  Customer Answer

  Date: 06/06/2025

  [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.
  
  Regards,
  
  ****** *******