Complaints

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:06/26/2024

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  o different people from Customer Service to Resolution Team and nobody is trying to really assist me. Everyone that I have spoken with cannot see another teams system, or they don't have a contact, or they would do whatever it took to get rid of me. I have spoken with several Resolution Specialist like Jay April 23rd at 1:18pm EST, Kristina April 25th at 11:25am EST, Cassandra June 5th at 10:55am EST and many more over the phone.
  
  BBB I have read several similar complaints with 1 star rating as I have done. SOMETHING MUST BE DONE ABOUT THIS COMPANY!!! They are taking customers money and not issuing the refunds as promised. THEY MUST BE STOPPED AND HELP ACCOUNTABLE! I have the original emails including the snapshots of the check that was cashed. Please advise ASAP. Thanks.

  

  Business Response

  Date: 07/16/2024

  See attached response.

• Initial Complaint

  Date:06/17/2024

  Type:Product 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.

  Subject: Unresolved Repair Request for Washer Under ** Extended Warranty Contract
  - Certificate Number: *********
  - Washer Model: ********
  - Serial Number: ************
  - Claim Number: *******
  
  Summary of Complaint:
  I have been dealing with the repair of my washing machine under **** extended warranty for SIX weeks.
  
  Timeline of Events:
  - May 3: Contacted ** extended warranty to request repair of my washer.
  - May 5: ** assigned Fixity Appliance Repair to handle the repair.
  - May 7-22: Fixity visited my home six times. They eventually replaced a part but forgot to reconnect the drain hose, causing a flood. The machine still did not work properly.
  - May 22: I requested ** to assign a different repair company.
  - May 24: ** assigned National Platinum Service (***) to inspect the machine.
  - May 29: *** technician inspected the machine and told me that it was likely unrepairable (report Tcc************).
  - May 30-June 6: Called ** multiple times with no progress, ** finally reassigned Fixity to inspect the machine again.
  - June 7: Fixity confirmed the machine was unrepairable..
  - June 8-12: Made multiple calls to LG, spending hours explaining the situation. Each time, I was told they were waiting for Fixity's report. Finally on June 12th, ******* from ** contacted Fixity by phone, who promised to send the report that same day (I know this because ******* allowed me to overhear the conversation with Fixity).
  - June 14: Called ** again asking to talk to a supervisor. ** told me that they were still waiting for Fixity's report and that supervisors were too busy to speak to me at that moment. I was told to expect a call. I cannot wait any longer!
  
  Impact:
  - Six weeks without a functioning washer.
  - Over $100 spent at a laundromat.
  - Potential damage to my laundry room floor.
  - Many hours and significant stress dealing with this issue.
  
  This service is unacceptable. Since ** knows that machine is unrepairable based on **** own ******* call to Fixity, why not authorize refund?

  

  Business Response

  Date: 07/15/2024

  See attached response

• Initial Complaint

  Date:03/25/2024

  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 washer 11/22. Machine from beginning has had operating issues. Not filling to the right water level, water solenoid going out, and 2 computers replaced. Machine has WIFI capability. We do not have phone WIFI. We are on limited income. When calling this morning and asking what was going to be done with washer that won't work on certain cycles, was told we would have to hook up WIFI to machine before they will do anymore. Repair man said he could do nothing else. And could not make WIFI work on his phone. Our phones do NOT have a WIFI plan. This machine has an extended warranty plan until November of 2024.

  

  Business Response

  Date: 04/09/2024

  See attached response from the business.

• Initial Complaint

  Date:03/19/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am very happy with the described settlement proposed to me by AIG.  The only reason I am not answering as completely satisfied is because I have not received the settlement or food loss checks yet.  I have not received any payment. When I receive payment, I will be completely satisfied and will be a promoter of AIG.  
  
  
  
  Sincerely,
  
  
  
  ******* *********l. The technicians understand our frustration. I contacted *********/ ******* *** to request that the unit be replaced and they told me that only their extended warranty company, AIG, could order that. I contacted AIG and requested replacement and was told that the appliance will be repaired until the warranty expires, and that replacement is not an option. My family has been greatly inconvenienced throughout the numerous phone calls, service appointments and repairs. Currently the freezer is completely inoperative and we have lost hundreds of dollars of perishable food that we have been forced to discard. I have paid over $4,000 for a new top-of-the-line refrigerator and I am purchasing bagged ice from the food store and storing it in the secondary freezer because my ice-maker does not work and the manufacturer that sold me the unit AND the extended warranty refuses to make it right! I request my refrigerator be replaced immediately with a new one of the same model and features.

  

  Business Response

  Date: 04/01/2024

  We submit this letter in response to the complaint that was filed by ******* ********* with the Better Business Bureau, Inc. regarding his claims under a ********* Service Plan.

   

  We have completed our investigation of the concerns that were expressed by *** ********* and our response was sent directly to him on March 29, 2024, via email.

   

  Should you have any questions or require additional information, please contact the undersigned.
  

  

  Business Response

  Date: 04/15/2024

  See attached response from the company.

• Initial Complaint

  Date:03/08/2024

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  ive (****) asked for original proof of purchase which I provided, and dragged me a few weeks before telling me that my contract is canceled for no reason. They’ll refund back the one year left on my warranty MINUS ANY SERVICE CALLS THEY PROVIDED-
  Buying a new warranty would cost much more now and I won’t be refunded any money because of the service calls that were needed.
  
  My warranty is still valid.
  My fridge is broken now (again!) and needs service. We have 7 kids - one is a newborn and the fridges are very needed.
  
  I don’t want to loose my warranty.

  

  Business Response

  Date: 03/26/2024

  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by
  the Complainant in the complaint, and our response was sent directly to
  the Complainant on February 26, 2024, via email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

• Initial Complaint

  Date:03/08/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have gone through enough trouble with this washer. Your company is not standing by the warranty contract and if need be I will take legal action.
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 03/20/2024

  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by
  the Complainant in the complaint, and our response was sent directly to
  the Complainant on March 20, 2024, *** email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.

• Initial Complaint

  Date:02/26/2024

  Type:Product 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 cancelled my contract on January 16, 2024 and requested a refund for the 2 remaining years because I had to get a new refrigerator. I was told I’m not due a refund even though you can see from the attached that I have 2 years remaining.

  

  Business Response

  Date: 03/07/2024

  We submit this letter in response to the complaint that was filed by ****
  *********** with the Better Business Bureau regarding a ********* ******* ****.
  We have completed our investigation of the concerns that were expressed by Ms.
  *********** and our response was sent directly to her on March 7, 2024 via email.
  Should you have any questions or require additional information, please contact
  me directly and reference our file number, *********** 

• Initial Complaint

  Date:02/05/2024

  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.

  see attachment
  *****************************************************************************
  *****************************************************

  

  Business Response

  Date: 02/26/2024

  Please accept this response to the above referenced complaint that was filed by the Complainant with the Better Business Bureau, Inc.

   

  We have completed our investigation of the concerns that were expressed by the Complainant in the complaint, and our response was sent directly to the Complainant on February 26, 2024, via email.

   

  Thank you for the opportunity to respond to the complaint. Please contact me with any additional questions regarding the above.
  

• Initial Complaint

  Date:01/09/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I received a telephone call from AIG stating that I would receive full credit for all my applliance premiums on the credit card that was used to pay the premiums.  I have not seen that credit issued as of yet so I do not want to accept and close the complaint yet.

  As soon I see the credit on my credit card I will then move forward.

  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 01/31/2024

  Attached is the response which was sent via fax and email on 1/29. I apologize for any confusion.

• Initial Complaint

  Date:11/29/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  mentioned that the warranty was about to expire and didn't provide me with any documentation that stated when the warranty would run out. When I called back in early November to schedule the repair again, I was told that the warranty had expired and they could not help; I asked to speak to a manager and they said a manager would call, but no one has called. I request that they honor the warranty as I attempted to schedule the repair while still under contract and they were clearly trying to delay and hide the fact that the warranty was almost expired. To that end, I still have yet to see any proof of when the warranty actually expired.

  

  Business Response

  Date: 02/05/2024

  See attached