Kings Great Buys Plus

3/13/2018Revdex.comComplaint ID [redacted] Ref [redacted] ***On February 20, I contacted Mr [redacted] to inform him that LG had honor the request to exchange the range Mr [redacted] came to the store on February 24, and picked out a new range This was on a Saturday and I told him that I couldn’t check inventory until Monday as the Distribution warehouse had already closed I contact him on Monday and was told that they no longer wanted an exchange, but preferred a full refund I forwarded this information to the LG coordinator and he informed me that he could only offer an exchange He advised that the customer contact LG directly if wanting to get a refund I advised the customer of this Until I got the letter from the Revdex.com I did not know if Mr [redacted] had ever contacted LG Since, I have contacted the extended warranty company to get the warranty canceled and a full refund for the purchase price of the extended warranty has been issued The check was mailed today on March 13, I called and left Mr [redacted] a message[redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Hi my name is *** ***I submitted a complaint to The Revdex.com on Feb 5, My matter has not been resolved with Kings Great Buys PlusThe manager ( *** *** ) refused to refund me my moneyLG approved for me to be refunded or do an exchangeI don’t want anymore dealings with that manager or that storeHe was very unprofessional and would not work with me even after LG technicians reported the stove Not fixableSo I called LG back and told them that *** wouldn’t refund meLG has now agreed to refund me the amount of the stove only but I had also purchased an extended warranty that was supposed to start after the first yearI feel like that Kings needs to give that back as wellThe total purchase price with warranty was $LG is refunding me $Kings owes $132.13. Thank you for all of your help with this matter*** ***]
Regards,
*** ***

I did speak to the customer in regards to their service planThey did purchase a ** washer in August of They also purchased a service plan for $that covers the washer and dryer for monthsThe service plan begins on the date the product is delivered and is inclusive of the products
manufacturer’s warrantyIt does not replace the manufacturer’s warranty, but it does provide certain additional benefitsSome of those additional benefits are a Power Surge protection, No Lemon Guarantee, and a $Laundry CreditUnfortunately the extended service plan expired on August 31, We did offer to help set up service for out of warranty issues by providing two different service center locations.Sent on: 3/12/9:28:AM

3/13/2018Revdex.comComplaint ID [redacted]Ref. [redacted]On February 20, 2018 I contacted Mr. [redacted] to inform him that LG had honor the request to exchange the range.  Mr. [redacted] came to the store on February 24, 2018 and picked out a new range.  This was on a Saturday and I told him that I couldn’t check inventory until Monday as the Distribution warehouse had already closed.  I contact him on Monday and was told that they no longer wanted an exchange, but preferred a full refund.  I forwarded this information to the LG coordinator and he informed me that he could only offer an exchange.  He advised that the customer contact LG directly if wanting to get a refund.  I advised the customer of this.  Until I got the letter from the Revdex.com I did not know if Mr. [redacted] had ever contacted LG.  Since, I have contacted the extended warranty company to get the warranty canceled and a full refund for the purchase price of the extended warranty has been issued.  The check was mailed today on March 13, 2018.  I called and left Mr. [redacted] a message.[redacted]

Revdex.comComplaint ID [redacted]
 On January 8, 2018 customer contacted [redacted] in regards to service on the LG range.  The complaint was that the “Easy Clean” feature did not clean as described.  The easy clean feature is special enamel technology...

on the inside of the oven that when it is warm and moist allows for easier cleaning.  Easy Clean has become very common in the market place and has replaced the traditional self-clean oven cycle.  Traditional self-clean ovens heat to around 800 degrees and essentially incinerate everything to an ash.  This requires a lot of energy consumption and most companies have changed to a version of easy clean ovens.  Unfortunately easy clean ovens do require some scraping for heavily soiled ovens. When the customer contacted Kings she told us that gravy had been spilled in the oven and after trying the easy clean feature and scrapping the oven cavity she was unable to get the oven clean.  Customer did not believe that the easy clean feature was working properly.  We advised as to how easy clean works and the range does have a one year manufacture warranty through LG.  We advised that the manufacture warranty is against defects.  Customer believed the oven to be defective so we contacted AV Repair in Clarksville TN whom is an authorized LG service center.  I don’t know all the details but the AV Repair technician had mechanical vehicle trouble and did not make the service call according to the customer and AV Repair.  AV Repair is the only authorized LG service center in the area that we are aware of.  Customer was advised to contact LG directly for quicker service as when AV Repair rescheduled the call the delay was longer than the customer wanted to wait.  Kings also sent an email to LG directly asking for help with another authorized service provider for this customer on January 24, 2018.  LG responded with a date of February 5, 2018.   I spoke with the customer on February 12, 2018 where she informed me that LG sent a second technician on February 8, 2018 for a second opinion.  Customer said the second technician said the unit was “unrepairable”.  I have contact LG to see what that means.  They informed me that they did not have the technician’s notes back yet and would contact the customer as soon as they had all the information.  LG did tell me that if the unit was unrepairable due to a manufacture defect they would exchange the unit.   As of currently we are waiting on LG to advise as to what the next step will be.  Since the warranty is a manufacture warranty, [redacted] doesn’t have any control over who does the warranty calls or the authority to exchange the product without LG’s authorization.  From a store level we can just help direct the customer to the appropriate service center.  We will follow up with the customer once LG reviews the service report. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]