Complaints

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/25/2022 my LG refrigerator stopped working. ******* called for repair; under warranty. Next day ****, sent tech, my husband left work to expedite repair. I asked **** if tech carried parts; needed repair asap! I described problem with appliance. **** assured me repair would be done asap. Tech inspected fridge, within mins diagnosis-compressor! After inspection ******* adamantly wanted to schedule pick up of inoperable fridge and provide me with loaner once my busted appliance was picked up; so tech can work on the appliance in-store. I discuss this with my family and decided it was at best interest financially & convenient for us to have tech repair in-home. I was told I could receive a call back owner, ******. Appt was made for repair on 6/1. ****** would contact me regarding in-home space needed for repair. Small owned...not the best!! Days later I spoke with **** regarding appointment on 6/1/22, her response was "****** hasn't called you?" No ****** had NOT called. ******* concern was space in my kitchen. 6/1 @ 10:06 ****** called, in short tech was NOT coming to scheduled appointment for repair. Another missed day of work!! Repair 6/7 in-home, compressor was replaced! I was advised to place water bottle in fridge & freezer & that appliance needed at least 2 days to work at 100% As tech is leaving he point to the floor & said "I didn't to that." Dark spot on floor, I thought it was something easily wiped clean...the tech burnt my floor with his TORCH! I called ****, who stated "that's why we wanted to repair in shop! The unprofessionalism, lack of customer service, & dishonestly of all individual working at ******* is a reflection of ownership!! ****** chuckling stating "what do you want me to do," deflecting from urgency of matter. Forgot to mention ****** was on vacation 2 wks "there was nothing" they could do until she returned & ******* ONLY tech for compressor was out for injury. My family spent over 6k on multiple appliances! Desired 1-2 wk repair

  Business response

  07/06/2022

  To Whom it May Concern:
  
   
  
  RE:          ID ********
  
   
  
  We are aware of this customer’s complaint. 
  
   
  
  Mr. and Mrs. ****** did purchase several appliances from us, most recent in August of 2017.  She did notify us in May 2022 that her LG refrigerator was not working.  It was diagnosed as a compressor issue, meaning the compressor needs to replaced.  It is our policy to do all compressor jobs in our shop.  There are a myriad of reasons for this to happen in our shop. 
  
   
  
  In this specific case, we acquiesced to the ******** request to do in their home.  We even paid our technician overtime to come in on his day off to have him meet them at their property on a Saturday.  Following our initial inspection, our tech ordered a replacement compressor from LG.  Unfortunately, and unknown to us, the compressor they sent for that model refrigerator was incorrect.  Consequently, it did not correct the problem.  A second compressor was ordered.  Once it was received, we contacted the ******** to schedule installation.   This compressor again did not communicate correctly with the internal processes of the refrigerator.  Thereby causing it to not reach the desired temperatures.   At that time, the refrigerator was declared non-repairable.
  
   
  
  Delays in repairing and resolving the issue did not occur because I was on vacation.  Delays were caused by receiving the necessary compressors.  At no time did I chuckle and/or laugh at Mrs. ****** regarding the situation. We have been in business for over 70 years.  I do not treat my customers in that manner.  No solutions I offered her were acceptable.  Consequently, I DID indeed ask her what she wanted me to do for her.  Since the beginning I had provided them with a loaner refrigerator at my cost.  The warranty company had issued them a check to reimburse them for food loss.  I additionally sent a check to the ******** for any additional food loss.
  
   
  
  Since the refrigerator is unrepairable because of the compressor issue, I offered two solutions to the ********.  First, they were free to contact the warranty company and work out a suitable resolution with them.  From experience, they would offer them a prorated refund of the purchase they made 5 years previous.  My second option was for me to issue them a check for the COMPLETE purchase price of the refrigerator – what they paid in full in 2017.  Additionally, they could keep our loaner refrigerator until they were able to purchase a new refrigerator.
  
   
  
  Mrs. ****** did agree to accept a check from us for the refrigerator.  We scheduled an appointment for the following day to pick up the refrigerator and deliver a check.  Upon arrival at their home the following morning, they refused, citing her husband had tested positive for Covid.  They told the driver to wait for two weeks and she would call back to reschedule.  Later that afternoon, Mrs. ****** called and asked us to mail the check, which we did.
  
   
  
  Were there events that transpired that should not have?  Yes.  Were things said that should not have been said?  Yes.  Did we apologize multiple times to Mrs. ****** for these and provide explanations to both her and her husband?  Yes. 
  
   
  
  Did we attempt to resolve the situation?  Yes.  We have reimbursed them IN FULL for a FIVE YEAR OLD refrigerator.  We have provided them a check for lost food.  We have let them continue to use a loaner refrigerator until they can purchase a new one. 
  
   
  
  Based on her desired settlement in the complaint, we believe we have resolved her request.
  
   
  
   
  
  **** *****

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