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UPDATE | The Refrigerator Saga of 2018

(WRDW)
Published: Mar. 12, 2018 at 4:40 PM EDT
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Monday, March 26, 2018

News 12 @ 6 O'clock / NBC 26 at 7

AUGUSTA, Ga. (WRDW/WAGT) -- A local mother finally gets a check and new refrigerator after living out of a cooler for 67 days.

Crystal Lesley’s LG refrigerator wasn't even a year old when it stopped cooling. She called the company dozens of times. Three repairmen, later it was still not fixed.

She finally became so frustrated with LG’s customer service that she called on your side's Liz Owens. Liz went to work and last week she finally got a check for her broken fridge and bought a new one.

"You happened. I mean you are the one who got me this refrigerator. A lot of tears a lot of anger a lot of phone calls to LG a lot of everything but in the end it was you who helped me do it."

Lesley’s new refrigerator is a Whirlpool. She said this time she did her research and read customer reviews on the refrigerator as well as the maker's customer service.


Monday, March 12, 2018

AUGUSTA, Ga. (WRDW/WAGT) - A woman is hot under the collar after her refrigerator stops cooling. She is mad because she says she keeps getting the runaround from the manufacturer. As on Your Side discovers, the Augusta mom isn't the only one.

Crystal Lesley's refrigerator is empty just like her faith in the company that made it. "It's just so frustrating. It's not that my refrigerator died. Things happen," she says.

The Refrigerator Saga of 2018 began in early this year. You'll get why we're calling it a saga in just a few.

She wakes up to a warm refrigerator. Easy to fix, right?

"The day after it broke they said they would send someone out between nine and twelve to look at it," Lesley says. She says nobody came. She calls LG back. Customer service, she says, tells her over the phone it was her fan and the fan is on back order.

Fast forward a week living out of cooler. "Can you send someone out to look at this because nobody has been out and waiting on a part on a back order," Lesley recalls telling LG over the phone.

Eventually the part LG say she needs comes in. "He opens my refrigerator and says your refrigerator isn't cooling. I'm like yeah I know that. He tells me they didn't tell me that." Lesley says he tells her it's the compressor and, yes, it is on back order too.

Fast forward another week. The compressor is here. "Went out and bought groceries the very next morning I woke up to everything in my freezer thawed," says Lesley. The brand new compressor apparently is out. "I was so mad. I was fuming mad."

She is hotter than her refrigerator when she calls LG again. This time they tell her her serial number is registered to an older refrigerator. They can't help her. "After they sent someone out twice to fix my refrigerator now all of a sudden my serial doesn't match up and they're claiming I'm fraud," says Lesley. She shows her receipt where she bought it less than a year ago. She thinks LG is stalling until for her warranty runs out in May.

"I'm sitting here today and I don't know if LG is going to fix my refrigerator," she tells News 12.

Most people on Consumer Reports give LG's refrigerator one star. One of their biggest complaints? Poor customer service. Consumer Reports itself gives LG a lower than average score on it's appliance repair service. On Your Side also found more than 300 complaints about LG with the Better Business Bureau.

"I'm not special. This is not an individual case," says Lesley.

Eventually, LG sends a third repair man out to her home. It's not the compressor, it's not the fan, she's now told it's the evaporator.

But maybe, just maybe, we have a happy ending. After News 12's Liz Owens reached out to LG, Lesley says LG called her saying it will send her a check for a full refund. On Your Side will follow through to see if that happens.