Complain about a product or service

LG Ranges

Maria of Oakville, CT December 29, 2009

(1-800-626-) 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 L. 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 fiance 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. The reputation of LG is on the decline; I only hope that GE is not involved in this....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 fiance 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 fiance 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!

Myra of Alexandria, VA December 11, 2009

Unfortunately I spent 1500 on an LG gas range and just as and after three months of my purchase the foil is melting off of the nobs I assumed were stainless steel. Of the 5 plastic inserts, 4 have split which is extremely dangerous when cooking and should never happen to a stove that is less than a year old.

I called Home Depot where I purchased the appliances and they referred me to the manufacturer who was no help. They said that the nobs were not covered under the warranty and I would need to purchase new nobs at 50 apiece. Unfortunately, LG nor Home Depot stand behind their products because my stove is still considered new.

Each nob is 50 a piece since it's not covered under warranty. The inserts will be additional and will add on the 1500 I have already spent on the range. In these economic times, a company like LG should deliver quality items to ensure that customers return.

Suzanne of Virginia Beach, VA December 6, 2009

I purchased an LG gas stove (mod# LRG 30855 ST) & LG refrigerator (LFX 25971 st) from Home Depot in Virginia Beach on 6/29/08. As of today, none of the gas control knobs on the stove function properly. All of the plastic inserts are cracked at the hub, the foil covers have mostly wrinkled off, and two of the knobs actually look as if they have melted. I called LG to discuss my concerns and was told that my warrenty has expired and that I need to buy the five replacement parts @ 71.88 + tax each. I stated that I spent over 1700. for the stove only 16 months ago and that it would be onfare to have to now spend 375. for replacement parts that were obviosly defective. I requested through the LG web site and the telephone, and through Home Depot, that I be contacted by a factory representative. I strongly feel that some one at LG needs to take a look at the product that the company put out there and make good, not take advantage.

Regarding the refrigerator, the led light, that we were told would last for over five years, has already burned out, and the ice maker has been a problem since day one (we have had service under warrenty on it more than once). Is there something that you can do to encourage LG to respond to, and be fair with their customers.

Betsy of Fairacres, NM November 8, 2009

In Nov. 2007 I purchased a LG range from Pat Goff's. Three months later I started having problems with it (periodically). Sometimes some of the burners wouldn't come on, sometimes it was the oven, sometimes nothing. Around June, 2008 it was happening quite often. I called LG (Pat Goff no longer had a repair tech. to servie it). I asked at that time for a refund or replacement. I was told they couldn't do that. They had to try to fix it first. I asked what if it happens again? My warranty will have expired. I was told they would take care of me to my satisfaction. It wasn't until Dec. 1,2008 that it was finally fixed.

Well, lo and behold -three months later it starts again (same as previous year). Only this time my oven continues to work, but now I have to unplug the range to turn the oven off.I only have two small burners to cook on (neither of the large burners work). I told the tech from the beginning that the convection wasn't working properly either (took longer to bake and now makes noise). He never checked it.

In Aug. 2009 a part was replaced (first time 2 parts were replaced). Two weeks later I have problems again. Again I call. I was given authorization for repair again. The service tech was to come out. He called me mid morning on the day he was to come and said he didn't need to come. He said he thinks it needs the other part. Two weeks later I call him to find out if he has any word on the part and he tells me I have to order it. I told him that he needed to.

So, finally on the 29th of September he orders it. I was told it was on back order and woud be in Nov.11. Then I was told by the end of Oct. then the third week of Nov., then they have no ETA and now I am told Dec. 23. On Sept 23, 2009 I was told I wouldn't have to go one more day with a stove that didn't work properly, then I'm told if it wasn't repaired by Oct.2, 2009 that they would review my case. It wasn't repaired and the part had not arrived to the service center yet. On Oct.2, 2009 I'm told I have to wait for the part because all they can do is service my range because it is under an extended warranty.

Today I call for their address and I'm told they will review my case again. I don't believe they will do anything. I told them I want my money back or to be authorized to by any brand range I select. I don't want another LG product because LG doesn't stand behind their products, they don't care about their customer and also their is only one service center in town authorized to service their product (through them) and I don't want them in my house again. (The sevice tech is rude and doesn't communicate with his customer to let them know what is going on)

Jessica of Maynardville , TN October 26, 2009

LG Range model #LRE30451SB/03. My husband and I purchased a brand new set of LG appliances from best buy 03/2008. Approximately one and a half years later I used the self cleaner on my oven. This was the first time I had ever used the self cleaning option because I was usually able to wipe out any food or debri. I only ran the self clean for 2hrs, you can run it for 4hrs, but it was late and I didn't want to stay up waiting for it to finish.

The very next morning a noticed that my control panal was flashing a code that read F-1 as if the power had went out, but our power hadn't been off. I looked in the owners manual and it stated that a F-1 code meant (shorted keypad), and it suggested that you unplug the stove. I tried to reset the controls by flipping the breaker but that did not work, the code just simply reappeared. I called LG customer service and they told me that the range was no longer under warranty for that specific problem. I then called a local repair man who came and charged me a 55 service call only to tell me what I already new that the keypad had shorted. He said I would need to buy a new keypad assembly.

So I called LG customer service back and they gave me a # to call for parts. I called the # they gave me and ordered the part (247.72). They stated the part was not in stock and that it would take several weeks for them to get it and ship it to me. Several weeks passed and I still hadn't received the part so I called the parts department back to check the status of my part. To my disbelief they told me that the part was no longer available and that I hadn't been charged for the part. I told the lady I had been given a conformation # and that they had taken all of my credit card info. She said yes that she could she that on my account but that I was not actually charged.

The good news is that after reviewing my back statement I hadn't been charged, but at the same time I had been waiting 3wks for a part that wasn't coming. I asked the lady why no one had called me to let me know that the part was no longer available and all she could say was that she didn't know.

So I called LG back, and yes it was true the replacment part was no longer available for my stove that wasn't even 2yrs old. I was extremely upset by this time, so I told customer service that something had better be done to get my stove working or get me a new one. The man in customer service told me if I would fax him a copy of my best buy receipt he would give it to his supervisor and see if a replacement could be issued. So as asked I faxed my receipt along with a letter stating my information. However, most of the print on the receipt had faded away, a guess just from being folded away.

So I received a call back from LG stating that the receipt was illedgable. I offered to read off any #'s from the receipt that they might need but this was still not acceptable. They said in order to help me they would need to see and actually copy of the receipt. So I drove an hour away to the closest Best Buy for a duplicate receipt, which I faxed to them today. I then tried calling them to make sure they had received a fax of the duplicate receipt but they said it would take up to 48hrs for it to show up in the computer system.

So for now I am waiting to hear back from them and hoping that they do the right thing and replace my range. Needless to say I will never buy another LG product again.

Eileen of Corolla, NC August 25, 2009

We bougth all LG appliances for our new home. We have already gone through 3 microwaves, 2 dishwashers and 2 refrigerators, all with manufacturing defects. We moved into our home April 30, 2008. I am 63 yrs of age and have been cooking for 43 yrs. I know how to use a range.

However after 15 months of washing my LG oven after each use (I have never had to use the cleaning cycle)I noticed that during cooking one evening the bottom of the oven floor was cracking and chipping. In my panic to protect my food (I had company for dinner)I put heavy duty foil on the bottom. The next day I noticed the foil melted into the bottom of the oven.

I called LG with the initial problem of cracking and told them that I put foil to protect myself and my food. I was given a complaint number and told to call the local LG APPLIANCE service man. It was checked out recorded as defected oven floor and deemed unrepairable. When I called LG again, I was told it was a manufacturing defect and the range would be replaced.

A few weeks later we did not hear from LG so I called again. This time I was told that the warranty would not be covered because I put foil in the bottom of the oven. I am not concerned about the foil on the oven floor, I am concerned with the initial problem of cracking and chipping on the oven floor. I already cut my finger because of this problem. It is now impossible to wash the bottom of the oven by hand or trying to protect my food from this flacking off of the oven material.

The supervisor then told me that it would not be replaced. They just keep repeating about the warranty. However I do believe the warranty is already off and the problem of the defect should be addressed.

Art of Gainesville, GA August 10, 2009

Bought the range at Best Buy. After a few days past a year the range had a mind of it's own. It would turn itself on and off, beep and flash the lights on the panel. VERY DANGEROUS! I can only imagine the cost to repair after spending that much on a range!! I will not buy another LG of any kind!!

Jennifer of Meriden, CT May 8, 2009

I purchased an LG range at Home Depot along with an extended warranty for an extra 4 yrs. The appliance seemed fine until I ran the self-clean cycle. When the range cooled down I was wiping out the ash in the interior oven with a paper towel. Pieces of ceramic were coming off the interior sides. They were sharp and jagged. If these were to fall into food cooking in the oven it would pose a definite health hazard.

I have called Home Depot, the extended warranty people (which is a div. of GE) and LG several times in order to get this resolved. I have been bounced around to a different customer service person every time I call. No one ever calls you back although they say they will within 24 to 48 hours.

A appliance service rep of their choosing has looked at it and deemed it a mfg. defect but I still have not received approval for either a refund or a replacement. The last person I spoke to was Carla a supervisor at LG who gave me her direct number: 256-542-2722. If I do not receive a call back from her by Monday afternoon 5/11/09 as promised - I would like to proceed with a claim.

EDWARD of BABBITT, ME May 5, 2009

Range was a replacement from a range that fell apart in less than 10 months! Replaced with a upgrade and added 140.00 for the best range they had. Clock quit runing and timer going off whenevery it wanted! sent out repair service and replace clock and controll panel!

light on stove panel was real dim called for service and repairman wont come out on the same problem.,cause they only pay once for a repair Called another serviceman and he said no THANKS he will not service LG products> now the lite on range is so DIM you cant read the clock at night let alone dayligt So they tojd me afer at least 10 calls TOUGH!!live with it. Lifes Good or LOTS OF GARBAGE

Steven of Davis, CA May 5, 2009

This complaint concerns a LG Model LRG30855ST gas range. Specifically, during the course of cooking, oil spilled on one of the burner heads and caked on. The user’s guide directed the user to soak burner heads in a solution of mild liquid detergent and hot water for 20-30 minutes and to use a toothbrush for stubborn stains. The guide specifically notes: Do not use steel wool or scouring powders to clean the burners. Concerning other components, such as the cooking grates, the manual specifically calls for soaking in ammonia.

When my burner did not come clean with the liquid detergent and hot water mixture, I added a small amount of bleach. A few minutes in this mixture caused the burner’s surface coating to dissolve making it unusable. LG refuses to replace the burner head suggesting that I have misused their product. Bleach is a common ingredient in many household cleaning products. It is not foreseeable by a consumer that bleach would dissolve a part for a kitchen range. However, if, in fact, LG was aware that bleach could damage their product, then they had a duty to warn the consumer in just the same manner that they warned against using steel wool. Moreover, it was foreseeable to LG that consumers would use ordinary cleaning products that contained bleach. It must be stressed that this concerns the burner of a range which undergoes high temperatures and assorted product spills; i.e., we are not talking sensitive materials like the fabric on a couch. LG needs to take responsibility for this design defect, and also to prevent similar circumstances from happening in the future.

Economic damage - the cost of a new burner which is about 50. While I want the burner replaced and it not a significantly large amount of money, the issue is about LG taking responsibility and ensuring that this does not happen to others.

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