Complaint Review: LG Appliances - Huntsville Alabama

We purchased an LG French Door Refrigerator Model LMX25984SW Serial Number 102KRFN00035 in May of 2011.

The icemaker stopped working after a year, but we replaced a part and it seemed to resolve the problem.

 Then, in 2015 the fridge stopped cooling, starting with the freezer.  Finding someone who'd work on the LG was problematic, most of the Appliance Service Centers would not work on an LG.  After paying $80 for a service call I was told to call LG to initiate a warranty claim on the sealed system.  After about 10 calls to LG I got three names for authorized warranty repair companies and found one who came out and advised he'd order the sealed system parts and get the repair started.

Unfortunately, one of the parts was on backorder, so we had to wait about 2.5 weeks and had to purchase a dormitory sized fridge to keep the food in our fridge and freezer from spoiling.  Three weeks later, the fridge worked again.  The icemaker quit working in December of 2016, and now the fridge is not cooling again.

We called another repair place (this time an LG-Certified one) who charged us $80 to tell us we have exactly the same problem again.

LG has in the owner's manual, that there is a 7 year warranty on the sealed system, so I was advised to call them and get a claim started.  They told me I had to call back the repair guy, and he'd have to order the parts and we'd have to pay the labor.  I was told this would be between $200 and $300 to work on a sealed system repair.

When I called and spoke to Levels 1, 2, and 3 no one was sympathetic.  I advised Brey (Level 2 Manager) that I thought it was completely unacceptable that an LG refrigerator would have the same problem diagnosed within 6 years.  She basically told me I could take it and pay for the service repairs cost or do something else.  (A very unhelpful person)  I asked her how she'd feel if her LG refrigerator had the same major problem within 6 years would she think that was an acceptable answer?  Her retort to me was "You want me to guarantee how long a repair should last?"  I was floored.   So, I got an email from another supervisor and replied to it with the same details.  I provided the original repair order number and referenced the owners manual.  I was offered a 10% discount towards another LG, which is laughable, because you can get that at Lowe's, Seas, or Home Depot just by opening an account.

Again, I addressed with Betty (LeAnn) Adams, who I can only assume was a level 3 manager, that there was nothing she could do.  I said I think they need to address how a fridge 6 years old can have the sealed system fail 2 times, and suggested she could do better.

So, I am reporting them.  Even if I had purchased an extended warranty, it would be out now, but, I think it's absolutely abominable that LG is not offering something better since clearly the refrigerator has a defect if it's burning out the sealed system this often.