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LG Electronics review: Overcharged repair service without refund 1

K
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8:00 am EDT
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Our LG dryer started to show the error code D80 which means air flow is restricted, I hired professional duct cleaner but error code was still snowing.

I called LG to set up out of warranty repair! They told me that diagnosis is $125 but I should pay the flat fee of $350 and if I need to repair that’s including everything! But if I decide not to repair and the person comes for only diagnostics, they promised me to refund the money minus $125 (diagnostic fee) . Technician came, checked everything! Only thing he could think of was lint has wax build up so direct us to clean but didn’t need a repair! So I called LG to ask for a refund! She told me that it will be refunded but it takes a month so I waited, but never got refund, so I called them back and they told me that because it was flat rate service, money will not be refunded! I spoke with supervisor, they did investigate our initial conversation with a representative and I . They confirmed that I was told by an agent that they will refund if I don’t repair! Out of warranty department requested billing department for a refund, they rejected! I submitted the claim for president, next day I got the text saying that because I agree to pay flat rate, I will not be refunded! Which I NEVER AGREED ON AND THEY HAVE CONFIRMED RECORDING ! Still haven’t got my money back and I submitted claim again and this time they IGNORED my email completely and they never reached out to me! I can’t believe a big company like this can SCAM people for small amount of money.

Claimed loss: $350

Desired outcome: Refund for the service I didn’t use

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1 comments
M
M
Mr. Helpful
Los Angeles, US
Nov 02, 2023 11:18 pm EDT

Hi Kay.

We're sorry for any confusion.

The flat fee is offered in order to give the customer the confidence to know for one, flat amount, the problem will be taken care of. Of course it wouldn't make sense to offer a flat rate only to them refund a certain amount that may not have been needed.

Ultimately, the guarantee was that for the one, flat fee, the problem would be resolved. Hopefully, you're happy with the results.