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Unreliable LG
Posted by Irate Consumer on 12/29/2009
(1-800-626-2001) This is a number that I have come to know by heart! Not by choice! You may recognize the number as the number for Customer Service for LG Appliances. We purchased our DREAM LG Appliances, Refrigerator, Stove, Microwave and Dishwasher for close to 8000.00 back in Feb. 2008 from Bernie’s in Waterbury CT…and have nothing but trouble ever since!

After doing what we thought was research in reference to company and integrity we found LG was announcing a Cross Licensing Agreement with GE. What better company, GE is a household name that has a lot of history in the United States and one that stands behind their products. GE happens to also be one of the biggest players in the wind power industry that is up and coming. This information meant a lot to fiancé and me as far as energy conservation goes. We had read a quote by Young Ha Lee the President and CEO of LG Electronics and Digital Appliance Company. He stated that “the licensing agreement would enhance the ability to deliver WINNING PRODUCTS and move the company further toward the goal of becoming one of the top global brands in consumer electronics and home appliances.” This could not be farther from the truth as far as we are concerned. We have had a number of service calls on our stove and have had many parts replaced….only to have the stove still not work! I came home only yesterday to find the freezer had flooded my kitchen floor in solid ice chunks. That is a whole different letter…so let us only concentrate on the stove, the reason I am writing this letter to begin with.

After the trouble we had we decided to research complaints on LG appliances to see if we were the only ones out there experiencing these problems. I thought…after all, that since my fiancé was a contractor and had some experience in buying quality products for peoples homes and referring a number of his clients to Home Depot to purchase the LG products that we had made the right decision when It came time for us to buy new home appliances. We were we sadly mistaken, and are extremely disappointed! Needless to say, with the purchase of our second house finalized we will not be purchasing LG products to furnish it with! Nor will my fiancé be referring clients from his contracting business to purchase any LG products!

In these economic times, you would expect a company like LG to deliver quality items to ensure that customers return. As I stated above my fiancé and I researched the complaints and found that it was not only us experiencing such trouble. Below you will find a number of comments made In reference to LG products. The reputation of LG is on the decline…I only hope that GE is not involved in this.

“Life is not good with LG!
“Oh how sorry I am that I didn’t read the negative comments first!”
“Please, Please, Please, avoid purchasing LG appliances!”
“LG is junk!”
“I should have stuck with American brands!”
“LG should be placed under investigation for defrauding customers!”
“Sid Miller no longer carries LG due to customer complaints!”
“LG sold us a defective machine and is not an honorable company!”
“Whatever you do, do not buy LG!”
“LG is putting out poor quality and not covering warranties!”

I could go on for hours with the extensive number of complaints found online. I will however stop here and say; that if we do end up getting the stove replaced at this point it has been such a hassle. We both work over an hour from our house, and as you can imagine it has not been easy getting to our house to let the service guys in not once, but 5 times. I have had to take PTO from work to make it to the house for the designated service calls. Not to mention, the meals my fiancé and I have had to pay for to be able to eat. Eating out or having to schlep meals to my mothers to cook has been a complete nightmare!

The straw that broke the camels back came on Christmas Eve when finally the stove was said to be fixed. We invited family to our house for “7 fishes”, a family and religious tradition. The oven decided that once again it was not going to work. So…with 15 people at our house and over 150.00 dollars worth of fish to be cooked what were we to do? It took over 5 hours to cook (and still wasn’t done right) on convection oven with the temperature saying 500 degrees. Needless to say, Christmas Eve was a disaster and my family went home hungry. We may as well have thrown 150.00 into the garbage because that is where all the fish went! We did not appreciate spending our hard earned money on the stove to have it fail us.

I thought that my fiancé and I had been reasonable when dealing with all of the service calls and time taken off work. I feel that we have been more then understanding. The problem is that at this point I feel from my gathered information that I would like to receive a refund on this disastrous purchase or to be authorized to purchase a different more reliable brand.

I do not want another LG product since LG doesn’t stand behind their products. The LG appliances look very good, almost commercial grade…great addition to your kitchen so long as you don’t have to use them. Not only are they DANGEROUS with the turning on and off by themselves, but are the most unreliable pieces of equipment available. I will make sure via word of mouth that none of my close friends, family, and or co-workers makes a purchase from LG in the future!










     
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Posted by Johnbanfield on 2010-01-24:
so what have you decided to purchase in the future,I am in the process of buying all new appliances and was looking at LG until I read your post....
Cheers!!
John Banfield
Posted by ALMitt on 2010-07-23:
Greetings John,

I hope you bought some other brand as all the LG products I have bought have went bad on me very early on. Save yourself money buy staying away from LG junk!!

--ALMitt
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VERY POOR QUALITY AND BAD CUSTOMER SERVICE
Posted by Spaaqua200531 on 12/13/2011
MISSISSAUGA --
Hope people will read this reviews before buying LG products.
I purchased the 3 door stainless steel refrigerator bottom freezer
and the inside plastic around the shelves and drawers started slowly to
brake and crumble in pieces. The plastic is of a very poor quality and company doesn't care. They have inexperienced employes that can't actually understand what you are talking about, and this is because of the poor English level. Hope more people will read the reviews and NOT BUY their product because is a VERY POOR QUALITY PRODUCT made cheap and sold for big bucks.
     
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Posted by Venice09 on 2011-12-13:
This is very helpful. Thanks for posting the model number.

Plastic isn't always a bad thing. The plastic parts in my refrigerator have held up extremely well. However, poor quality plastic wont' last very long, as you have seen.

It's a shame that so many corners are being cut in the materials used to manufacture appliances. Just another reason they need to be replaced so frequently.

Your complaint is simple enough. There should have been no reason for customer service not to have understood it.

Thanks for the heads-up!
Posted by At Your Service on 2011-12-14:
This is where a photo would have been really helpful IMHO. We've had discussions about this before, but one has to always remember that the shelfing, including that of drawers, have certain weight limitations on them. The brand is moot, especially if purchasing at a lower price point, the shelfing can lack reinforcement. This means that although something may fit the space available, such as a one gallon jug of milk, it may not satisfactorily maintain the weight, cracking over time.
Posted by Venice09 on 2011-12-15:
Yes, we've had this discussion before, and again you are making assumptions that are probably incorrect and that diminish the importance of the complaint.

"the inside plastic around the shelves and drawers started slowly to brake and crumble in pieces."

The good news is that this model has been discontinued so at least other consumers won't be subjected to this shoddy merchandise.
Posted by Lg consumer on 2013-08-08:
Same problem here... And unhelpful customer service... I have all LG washer, refrigerator, microwave and stove... BIG MISTAKE!!!! Refrigerator keeps on leaking... Overall very I satisfying...
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Worst Customer Service
Posted by Jnz on 02/15/2009
My expensive $2500.00, 3 month old, LG refrigerator broke down on January 21st. It's now 4 weeks later and I still have no refrigerator. After 3 weeks they sent a new one. It arrived and their delivery people shimmied it through my house-no dolly. They scratched my floor and made marks on my walls. They took a hunk out of the middle of my kitchen floor. Unwrapped the plastic on the fridge only to find a 4 inch dent in the side. I refused the delivery. On the way out they damaged the front door jam. Now I have to deal with the damage to my house through the freight company. I called the freight company and they told me that there wasn't any sense in filing a claim yet as they might damage my house more when they bring another replacement fridge! I have made numerous calls in the last month. I've talked to supervisors and all to no end. The LG employees have lied about not knowing who their freight carriers are and the cost of an extended warranty. They offered me a 3 month extended warranty-they say it's worth $150. Home Depot offers a 5 year extended warranty for $90 a year.

The warranty will not start over with the new fridge-when it finally arrives. The warranty goes only with the original purchase-not with the replacement fridge I'm going to get. They said it's because I'm not purchasing the replacement! Back on Jan. 21st when my first call went in they said the repair person couldn't come for five days! I thought it was bad to be without a fridge for 5 days- now it's been 25 days!

My family is wasting so much money on changing our lives to live without cold food. We have to go to the store daily-or eat out. Finally I went to the store where I purchased-Home Depot. They have loaned a little fridge to me. They are helping me to deal with this very difficult company. I told them I will tell everyone I know what a bad company they are. The customer service person told me that she couldn't do anything about their company policy.

I will never buy an LG product again and I encourage everyone who reads this to stay clear of this company.
     
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Posted by Soaring Consumer on 2009-02-15:
You are right, it has been long enough.

I suggest that you send them an ultimatum by certified mail that they must send you a brand new replacement fridge by the end of the month or you will sue them in small claims court for the purchase price, cost of the warranty, and the damage to the house.

Their corporate headquarters is located at:

1000 Sylvan Avenue
Englewood Cliffs, NJ 07632

Good luck.
Posted by Jnz on 2009-02-15:
I am just about ready to get my lawyer involved but wanted to avoid the additional cost of a lawyer. Home Depot is now helping me to deal with the company. If I don't hear of a new delivery date tomorrow I will contact my lawyer.

Thanks for posting your comment-it's nice to be listened to!
Posted by Soaring Consumer on 2009-02-15:
You don't need a lawyer to sue in small claims court.

I am here to listen to these things and post of my own experiences. My aim is to help as many people as I can, yet few posters stick around to read the responses that I give.

Please continue to post updates on what happens.
Posted by Jnz on 2009-02-15:
Isn't there a limit to the claim in small claims court? The fridge itself was $2500 without tax. A new kitchen floor and woodwork. Plus all of the hassles without refrigeration let alone the numerous phone calls, etc. I also took a half day off work-they made me take a personal day. That's a day I could have used for something else. When I total all of that up. . .might be over the small claims limit. Do you know what the limit is?
Posted by Anonymous on 2009-02-15:
From the N.J. judiciary.state.nj.us web site:

Please remember that if you believe you are entitled to damages greater than the money limits, but still wish to sue in Small Claims, you give up your right to recover damages over the money limits. The additional money cannot be claimed later in a separate lawsuit.

*Not to exceed $5,000.
Posted by SilverWngs71 on 2009-02-16:
Usually when you purchase an appliance from a store like Home Depot or Lowe's it is the dealer who gets the appliance to your home and hires the delivery agent. Not the Maker of the appliance. That is why I would presume that LG has no clue who delivers it as they are not the ones who delivered it.
Posted by Starlord on 2009-02-16:
LG does not deliver appliances. Nor does Maytag or Whirlpoolor Vizio. You seem to think that Home Depot is so great, helping you get through this, but the truth is, HD is responsible for the delivery. I can see this going to People's Court or Judge Judy. It will take all of thirty seconds for the judge to tell you that you have brought suit against the wrong people.
Posted by DumdHead on 2009-02-16:
The delivery compainies are regional and in some cases district specific. The replacement fridge will come through LG but will be delivered by an outside contractor. The only time it takes this long to get a new one is if there is a delay in shioment from LG. The small claims case would be two seperate instances. 1 for LG and the 2nd for the delivery company.
Call customer care. The complaint will be loged up to the district office and on occasion to regional.
Posted by Slimjim on 2009-02-16:
If this was purchased at Home depot, as it's been said, this is really HD's problem. They contract out the deliveries of their goods. LG contracts out the delivery of the box to HD warehousing. Once HD sells it, they in essence are doing the delivery. It's not a wonder they are helping out so gallantly.
Posted by qualityappliance on 2009-02-16:
I agree with the above commentsregarding the delivery company, LG has nothing to do with the delivery people. They are contracted through Home Depot.

I do wonder why you did not just wait the 5 days for the service person to come out and repair the refrigerator where it is. LG refrigerators are generally very reliable and even if replacement parts are needed they are readily available and LG will ship overnight at no charge for warranty repairs.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Refrigerator - Ever!
Posted by Finsr on 07/04/2012
NAVARRE, FLORIDA -- In 2005, I preordered an LG French Door refrigerator. At the time, they were the only consumer electronic company with this type of refrigerator that did not contain the ice maker on the upper door. I preferred this because I need the extra space in the frig. From the day that the frig was delivered to my new home in March 2006, I've had issues.
1) The circuit board for cooling was replaced under warranty three times - but not without a lot of effort from the company who sold it to me.
2) My ice maker has died completely.
3) I have many interior parts that have simply worn out and have broken.

I should have followed my intuition and purchased an American made frig.
     
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Posted by Tezrien on 2012-07-04:
The bad thing is that there are NO refigerators made in the USA.
Posted by unhappy999 on 2012-07-04:
The other bad thing is, it doesn't matter what brand you buy, none of them last very long. They sure don't make things like they used to.
Posted by trmn8r on 2012-07-04:
I heard, and I know it is shocking, that appliances are made to last 7 years these days...

Very sad state of affairs.
Posted by reffinej3791 on 2013-05-30:
After 8 months of fighting with LG and being told the wiring in our house was faulty (finally had everything upgraded) - continued having problems with LG french door fridge losing cold for no reason. Now told it is the "Circuit Board" - they admitted there is a service bulletin out, but will not issue a recall, so we have to pay over $300 to have it replaced. I have seen this problem in internet posts going back at least 4 years. Wish I had done more research - will never buy LG again. My state (Michigan) does not have a consumer affairs division - if yours does, I would complain to them- I am considering contacting a tv station consumer reporter, but doubt it would do any good.
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StarStarEmpty StarEmpty StarEmpty Star
Refrigerator With French Doors
Posted by Carmelitadavis on 06/04/2012
HUNTSVILLE, ALABAMA -- I purchased a French Door LG Refrigerator and the rubber seal around the french doors keeps breaking and causing difficulties with opening and closing the refrigerator. I complaned aboit this issue in 08/11 and the part was not covered and I had to replace the rubber seal myself for $60. I called LG again about the same problem and they asked me to fax in my receipt to see if the warranty could be extended so that a technicisn could come out for no cost, but it was denied. The representative informed me that I can pay $89 for one of their technicians to come out to diagnose the problem. Since I continue to have this same problem, I do not feel I should have to pay their technicoan $89 to come out. I feel that it is an manufacturer design problem. I am going to the Better Business Bureau. This is a shame. I paid a lot for this refrigerator.
     
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Posted by ok4now on 2012-06-05:
I don't blame you for being upset with a defective door seal. LG should make this right. Now look at the big picture. There are numerous complaints on this site about defective appliances, mostly from Sears. Missed appointments, excuses for warranty repairs, refusal by customer service to fix it...the list goes on and on. Consider yourself lucky that it's only a $60 dollar door seal.
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LG Doesn't Care
Posted by Manfredrothstein23 on 10/14/2011
HUNTSVILLE, ALABAMA -- We have had to replace our Lg French Door Refrigerator for the 3rd time in as many years. We had failures of the water line, ice maker, fridge gaskets (now redesigned )and freezer gaskets. Lg refused to honor their warranty, stating that with replacements, only the original warranty counts. Fortunately Best Buy did honor their extended warranty, but each time it took a full day off of work to wait for the delivery, unload the bad refrig/freezer, get the new one in and the old one out, and reload whatever food had not spoiled. Lg denied my poor review of their product, and the CEO has not replied to the certified letter he received over a month ago. Lg simply doesn't care. Every Consumer Complaint website has multiple entries noting problems with LG.
After posting a complaint elsewhere, LG "coincidentally" wrote to me "apologizing" or the deay in responding to my letters. Of course, they did not address a single one of my concerns, nor offer any resolution.
     
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Posted by Venice09 on 2011-10-15:
This review addresses a point I've been trying to make for as long as I can remember. Even with an extended warranty, there is still major inconvenience and aggravation, including time off from work, lost wages, spoiled food, laundromat costs, etc. It would be so much easier if manufacturers just built a better quality product like they did in the past. In this case, you are lucky that Best Buy came through for you. I have read countless reviews where the extended warranty was worthless.
Posted by ok4now on 2011-10-15:
Welcome to the new world of appliances, they suck. They don't offer the same quality or longevity as the ones made years ago. Back then you could expect it to last 15 years with no problems. Today they are overly complex, the electronics have high failure rates and the ice makers & door seals seem to fail. Do you really need 18 cycles on your washer?

LG and Samsung seem to have the most complaints. When shopping for a new refrigerator several dealers warned me to stay away. The repairmen are not properly trained and the parts are hard to get.

You were smart to get the extended warranty. Obviously LG could care less about your problem or food spoilage. Continue to work with B.B. to resolve this. Let us know how you make out.
Posted by At Your Service on 2011-10-15:
Overall good review. IMHO, I like L.G. appliances. Admittedly, it sounds as you've had your string of problems. You were wise in considering the warranty coverage when making your purchase. Many consumers do not. They want to believe that merchandise never breaks. Idealistically, I suppose that's good. And without a doubt, for everyone like you that has experienced your share of problems, there are a lot that do not. But it's always good to know you've got that safety net of an extended warranty program if needed. As I'm sure you can attest, it's sure paying off.

Thanks for the post.
Posted by Venice09 on 2011-10-15:
It is untrue that consumers want to believe products never break. What they want to believe is that they are spending their money on quality merchandise from a company that stands behind it.

Extended warranties used to be a reliable safety net, but not anymore. Companies are always looking for a loophole that will relieve them of their responsibility. Or they make the customer jump through endless hoops until they finally throw in the towel. Extended warranties used to buy peace of mind, but now they are often another source of disappointment to the consumer. And an expensive one, at that.
Posted by trmn8r on 2011-10-15:
It is routine for manufacturers to cover replacements only for the original warranty period when it is the whole item that is replaced. When buying parts for various things, not necessarily appliances, you may get a fixed warranty on that part (eg car part).

Your extended warranty is functioning as designed also, and it is lucky that you have it. I am curious as to what model french door you have so others will be warned.

I think the problem at this point is there is nothing LG can do to satisfy you. They apologized, and no that isn't very rewarding. You are getting help through your extended warranty. It is pretty much time to begin researching your next fridge purchase IMO.
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LG expects you to know to buy from an authorized dealer
Posted by Wishbone5122 on 05/28/2011
ALABAMA -- In May of 2009 I purchased a dishwasher and refrigerator from Miller's Surplus. I filled out all the warranty information and sent it in to LG. In April of 2011 the refrigerator died. When I called LG, I was told that the repair wouldn't be covered due to the fact that I bought the item from an unauthorized dealer. That in fact there is no warranty from day one. Miller's Surplus is not a fly by night company. They have been in business many years. The serial number and all other information is on the inside and all paperwork was included. Apparently all potential LG buyers should know to check their website to see if you are purchasing from an authorized dealer.

Is this something that all companies do now? Should consumers really be expected to see if they are purchasing an appliance from an authorized dealer?
     
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Posted by trmn8r on 2011-05-28:
I believe the answer is "yes".

In an extreme example, let's say you bought it through Ebay. Most of the time, those aren't authorized dealers, and you wouldn't have a warranty.

Or more extreme, you buy it from ME. I can assure you, I am not an authorized dealer.

Miller's Surplus may have been in business for years, but from the name I would suspect it isn't a dealer for any major appliances. I'm going to see if I can check them out...
Posted by trmn8r on 2011-05-28:
I can't find Miller's in Alabama. Where is the store located?
Posted by momsey on 2011-05-28:
trmn8r, I found this site. But it's in PA, what makes you think it should be AL?

http://www.millershomesurplus.com/
Posted by trmn8r on 2011-05-28:
I found that one too. The OP has
"AL" under the title, to answer your question.

That website says they serve Northeast PA, and are *wholesale*. I am not sure a wholeseller can be an authorized dealer.

Maybe the OP moved from PA to AL. I'll look again.
Posted by trmn8r on 2011-05-28:
It looks like they do retail too.

I don't know. They only have a total of 7-8 appliances for sale. Doesn't look like a dealer to me...
Posted by Venice09 on 2011-05-28:
This review is helpful. Some people might not think to check the warranty requirements before purchasing. It's possible that a store called Miller's Surplus could be an authorized dealer. We should never assume one way or the other without asking.

The refrigerator broke almost two years later. Wouldn't it have been out of warranty anyway? Were these appliances deeply discounted?
Posted by trmn8r on 2011-05-28:
That's a good point Venice. And you're right, this review is helpful - it will be duly noted.

Only the compressor, evaporator and condensor are warranteed for more than 1 year (7). But the OP didn't say what was bad.
Posted by momsey on 2011-05-28:
I didn't catch that, trm. Now I see it.

Venice, that is a good point. It's helpful to know that you need to be careful where you buy certain things from!
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Refrigerator is Junk
Posted by A-hole on 03/09/2011
In June 2008 I purchased this frig. and in March of 2011 the main circuit board died. The repairs cost me $359.64, $50.00 of this bill was for a service call. When I talked to the LG people earlier, I was told they would send one of their service men and that their service call would be $100.00.

You can bet that I will never have another LG product and that I will tell everyone to stay away from this trash.
     
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Refrigerator that doesn't work.
Posted by Benwong on 02/05/2011
On November 21, 2010, I went to Home Depot and bought a LG refrigerator (Model LMX25964ST) for about $1300. This is my first purchase of LG product. On January 5, 2011, the refrigerator was delivered and installed in my house. After the refrigerator was plugged in and after 24 hours, I noticed that the refrigerator will not cool down lower than 41-42 def F. The freezer temperature was OK. I had to call LG for warranty work on January 10, 2011. The repair personnel came and said that I needed to replace the damper assembly. On January 20, 2011, he replaced the damper assembly and it didn’t fix the problem. The temperature in the refrigerator still remain around 41-42 deg F. Even lower the temperature setting will not do anything. I was informed by LG personnel on January 24, 2011, that I had to call back the repair center and have them come back and look at the problem again. On February 3, 2011, the repair personnel replaced the control circuit broad and temperature sensor. It didn't fix the problem. The coldest temperature that I can achieve inside the refrigerator is around 40.5 def. I will have to call back the repair center again.

Over the years, this is the first time that I have purchased a big dollar item that turn out to be a lemon. I learn a very expensive lesson about LG products. They are not reliable products. I have purchased Kenmore, Whirlpool, and Maytag products and never did I have to call for repairs over the years. So beware of LG and don’t be fool by their advertisements on TV. Life has not been good for this customer.

Update as of February 16, 2011:
On February 8, 2011, the repair personnel came out the 3rd time and he contacted the LG tech rep. The result was to test the control circuit broad that was replaced. The test showed the broad was working properly. The repair personnel informed that he doesn't know what else to do. I contacted LG and they said that I had to contact another repair center and have them look at the refrigerator again. Beware of buying LG product and their warranty. I will follow up on this after I contact another repair center to look at the refrigerator that doesn't work.
     
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Posted by appspecialist on 2011-06-06:
did you know that you aren't supposed to put food in the fridge for at least 24 hours after plugging it in? Also it helps to put food in slowly such as a few things at a time. LG makes electronics therefore the main thing to watch out for is the parts and engineering of the products.
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So disappointed
Posted by Gdell on 11/24/2010
I have just reached the two year mark in my new home with all new appliances. I purchased an LG bottom freezer refrigerator as part of my appliance package but everything else (dishwasher, microwave and range)is Kenmore. I got up Tuesday morning to go to work, packed my lunch and left. I came back home to a dark refrigerator. I mean dead!! No signs of life!! I have called 5 service companies and 3 are not taking anymore service calls at this time and the other two cannot get to me before 11/30 & 12/3. Right here at Thanksgiving and I have no refrigerator. I brought LG because it looked good and it had everything I wanted in it for the price I wanted to pay. Of course the warranty is expired and I can't even get through to their customer service which by the reviews sounds like that would be a waste of time anyway. I'd heard such good things about LG from more than one sales person but I guess they were in LG's pocket to deliver such a false testimony. At this point, I'm stuck with a pretty piece of Junk. If you value your money don't buy LG products. It's not worth the plastic it's wrapped in!!!
     
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Posted by Alain on 2010-11-25:
From what I've seen in the reviews (yours is the second negative one I've seen today) lately I'd be very hesitant to buy LG.
Posted by bcd on 2010-11-25:
Have you verified the refrigerator is getting AC power?
Posted by Carmelitadavis on 2012-06-04:
I have a french door rerigerator stainless steel and the seal around the doors keeps splitting causing difficulties with openning and closing the refrigerator. I hate LG Productz and will never biy them again. My refrigerator is out of warranty, so the only solution LG offerex was for me to pay their technician $89 to come out and diagnose the problem. This is the second time I have had this same problem. It is a maufacturer problem.
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