I purchased an LG refrigerator from Home Depot in 2016. I also purchased the extended warranty. Yesterday, Nov. 26th.2023 my refrigerator stopped working. Upper section was room temperature and the freezer would not freeze. Today, I called for service on the LG. I had to wait almost 20 min. to speak to someone. I kept getting transfered from one voice mail to another and was disconected once. Finally, when I did get one of your agents she asked for general information and then started to ask me to perfom different tasks on the refrigerator, which I did, to a point. She again asked me what was wrong and I told her I informed her already that the upper and lower sections of the LG were not working. After about 15 minutes and after she asked me to check the temperaturer inside the fridge and unplug it for 24 hrs. I had had it. I told her it was room temperature. I told her that all I wanted to do was schedule a repair for the LG. I told her that it is not working and I also had an exteded warranty. She then said she would refer me to the appliance repair and that they would call me in 30 Min. I asked her who do I contact if they do not call me in 30 min. She assured me the call would come. After approx. 1 1/2 hrs. later, I did get a call. I told the agent that I no longer wanted them and said I was fed up with the service. I told her apparently no one had a clock as the call was over an hour late.
She then asked to verify my address for service and I again told her that I was not going to use them and already scheduled a repair.
Your customer service is terrible. All agents do is appologize, but that is it. My time is important. I cannot be standing around a phone waiting for a call that does not come as promised. I wasted almost 2.5 hrs. trying to get service. In my opinion, that is unacceptable.
Claimed loss: I want a refund on my $200.00 extended warranty purchase.
Desired outcome: Refund my extended warranty purchase of $ 200.00.