Suit: LG Refrigerator Lights Won't Turn Off

A class action lawsuit says that the interior light of certain LG refrigerator models stays on after the doors are closed, leading to spoiled food and melted plastic, and presenting a serious fire hazard. Full Story
Katie in Ottawa

Ottawa, Canada

#21 Sep 10, 2012
Ooops! Sorry to repeat some of the information...didn't check my last post before replying to you, Antonia.
Antonia in Ottawa wrote:
Same thing happened to me this morning. I went to get the margarine and it was melted. I put my hand under the lights and it felt like an oven. I called LG and they said they will send a technician to fix it on Tuesday.
Anthony

Palm Harbor, FL

#22 Oct 1, 2012
See LG class action lawsuit details on http://www.mclennansettlement.com
Thomas Beard

Houston, TX

#23 Oct 2, 2012
They fixed mine, but I still do not trust my LG. I cannot afford to replace right now and when I do I will be afraid to donate it to anyone,

NO MORE LG PURCHASES EVER!!!

Tom in Texas
Katie in Ottawa

Ottawa, Canada

#24 Oct 2, 2012
Unfortunately that lawsuit only applies to those in the US. And it only covers the replacement of the refrigerators if I understand it properly.

What about the lost/damaged food? I had over $700 worth of food and medication in mine that had to be tossed, along with burning my wrist on the fallen light fixture. It was the middle of the night and I reached in for the jug of water and burned my wrist on the bulbs.

While I finally got a credit at the store of purchase from LG for any fridge I like, I am still not satisfied. Not only did I have to spend hours on this, over the span of over a month, but they will not reimburse me for loss and damage as mentioned above.

My daughter has a new LG gas range, and the $100 knob broke off on the front, resulting in a gas leak. The safety shut-off didn't work, and if they hadn't noticed and cleared the house of the gas before lighting another burner, they could have met a tragic end.

It was only after I threatened to take my complaints to a legal 'expert' and the media did I get 'special consideration' and reimbursement for my fridge, even though LG had said in the Fire Marshall's Communique that they would be replacing them free of charge, in a life time warranty. Up until that time, after weeks of fighting with them, they had refused to cover any costs or reimburse me.

They need to be held accountable for this, in my opinion.
Katie in Ottawa

Ottawa, Canada

#25 Oct 2, 2012
Thomas Beard, I may not have checked the lawsuit above well enough, but are you still not in the time frame for joining the class action suit and getting a new fridge? Even if 'repaired', if it is still using anything except LED lights that don't heat up, I wouldn't use it long term. I wouldn't trust the light module itself for that matter.
Karen in Port Perry

Corbyville, Canada

#26 Oct 9, 2012
Thanksgiving evening, prior to going to bed, I went to my LG LRFC22750ST refrigerator. Fortunately I did as I found the lighting unit smoking, melting, and the food on the top shelves melting. My husband took the 2 lights out, having them explode in his hand and around the fridge and floor as he was taking them out. I had 10 people staying in my home including babies and young children. I cannot imagine the possible tragic outcome if I had not gone into the fridge at the time I did possibly preventing a home fire.
Katie in Ottawa

Ottawa, Canada

#27 Oct 9, 2012
Holy smokes...in a bad way.

Have you contacted the retailer where you got the fridge? Hopefully they will help you in the battle that will likely ensue. If you'd like to chat about it, I'd be happy to call you.

I truly believe we have to band together as they did in the US and get these off the market.

I recommend that you contact the Fire Marshall's office asap, as they are having a conference very soon, and will be discussing this very topic because I let them know it was still an issue. They had no idea that the problem still existed and that LG was not playing nicely as far as reimbursing consumers for these fire hazards, as they promised they would.

I wonder if we should get our Insurance companies involved? Surely they don't want to pay out claims for house fires?

I am very glad that there were not more serious injuries. If your husband did sustain any injury, no matter how small, please get it documented by someone in the medical field. When I told LG that I had been burned, they wanted proof, and unfortunately I couldn't provide any because I doctored it myself. They said they do process claims for injuries and also for food loss if you aren't past the warranty period for the fridge..which I was, of course.
wineohh

Port Perry, Canada

#28 Oct 12, 2012
Like a number of you I have the same issue. Unfortunately I purchased the fridge in 2005 and its been nothing but problems. I also had a LG LCD TV and it was a lemon as well. I will never buy or recommend purchasing any LG products. They should change their name to PS. Products Suck
Katie in Ottawa

Ottawa, Canada

#29 Oct 12, 2012
wineohh, my fridge was purchased in 2006. There is no statute of limitations on getting it replaced if the liner was damaged at all. Don't let them push you off. I won by threatening to go public or get my lawyer involved. Go for it.
Jeff - St Stephen NB

Saint John, Canada

#30 Nov 14, 2012
Katie in Ottawa wrote:
wineohh, my fridge was purchased in 2006. There is no statute of limitations on getting it replaced if the liner was damaged at all. Don't let them push you off. I won by threatening to go public or get my lawyer involved. Go for it.
Incredible! I would like to say that I'm surprised by the number of posts here, but I'm not. Woke up this morning to the smell of burning plastic from our fridge and when I opened the door I saw the light fixtures/housing had melted and began drooping from the top of the unit and resting/melting onto some food containers, subsequently melting them too. After my wife had researched it a bit today I called LG twice today (didn't have my unit's s/not first call). The first rep I spoke with was pleasant and helpful and said that his supervisor would authorize a tech to come to my house free of charge. All I had to do was call back with my serial number. When I called back the 2nd rep wasn't as nice and informed me that their authorization would reach the service tech in 24 - 48 hours, after which I should call them and make an appointment. When I asked what we should do with our food in the meantime he said that they weren't responsible for any lost food and that we would be safe to remove the bulbs and turn the fridge back on. PLUS, he made it sound as if he were doing some HUGE favor of extending me this complimentary service call even though my warranty was expired. I'm hesitant to turn the unit back on given the melted state of the light housing and interior shell of the fridge. So at present we don't know when we can expect a tech at our house and whether or not they will repair or replace the unit. I will be making another call to LG tomorrow for a faster resolution to this.
Given that we spent thousands of dollars on a full set of LG appliances when we built our house 5 years ago I would have expected decent customer service over the years but we haven't even come close to decent. We've had nothing but problems with everything but the gas range.... Fridge (lights fire hazard; "self defrosting" freezer never does this, locking tab on doors broken), microwave (keypad buttons don't all work), dishwasher (motor replaced TWICE, replaced cracked drain hose).
NEVER AGAIN will we buy LG appliances.
Katie in Ottawa

Ottawa, Canada

#31 Nov 15, 2012
Wish I knew how to personally contact all the people here who have had problems. We should be taking this to a higher level. Jeff, did you see the Fire Marshall's communique that I think I mentioned earlier?(Do a Google search or I can provide the link) In that, LG guaranteed replacement of any fridge that was damaged, with a lifetime warranty. They pulled the same attitude with me, until I got the retailer involved, who assured LG that I was not 'playing' and would start legal action, as has been done in the US. All of a sudden, I had a call back, saying that they were giving me 'special consideration' and would offer full reimbursement to the original retailer, full purchase price plus taxes. We upgraded to a top of the line GE with much nicer features for just a little bit more.

My daughter had an almost new LG gas range, and the burner knob broke. At the same time, the safety regulator failed, and the gas didn't automatically turn off when the pilot light failed. They noticed a gas smell when they reentered the kitchen and aired it out before they had an explosion. LG refused to even replace the knob.
Jeff - St Stephen NB wrote:
<quoted text>
Incredible! I would like to say that I'm surprised by the number of posts here, but I'm not. Woke up this morning to the smell of burning plastic from our fridge and when I opened the door I saw the light fixtures/housing had melted and began drooping from the top of the unit and resting/melting onto some food containers, subsequently melting them too. After my wife had researched it a bit today I called LG twice today (didn't have my unit's s/not first call). The first rep I spoke with was pleasant and helpful and said that his supervisor would authorize a tech to come to my house free of charge. All I had to do was call back with my serial number. When I called back the 2nd rep wasn't as nice and informed me that their authorization would reach the service tech in 24 - 48 hours, after which I should call them and make an appointment. When I asked what we should do with our food in the meantime he said that they weren't responsible for any lost food and that we would be safe to remove the bulbs and turn the fridge back on. PLUS, he made it sound as if he were doing some HUGE favor of extending me this complimentary service call even though my warranty was expired. I'm hesitant to turn the unit back on given the melted state of the light housing and interior shell of the fridge. So at present we don't know when we can expect a tech at our house and whether or not they will repair or replace the unit. I will be making another call to LG tomorrow for a faster resolution to this.
Given that we spent thousands of dollars on a full set of LG appliances when we built our house 5 years ago I would have expected decent customer service over the years but we haven't even come close to decent. We've had nothing but problems with everything but the gas range.... Fridge (lights fire hazard; "self defrosting" freezer never does this, locking tab on doors broken), microwave (keypad buttons don't all work), dishwasher (motor replaced TWICE, replaced cracked drain hose).
NEVER AGAIN will we buy LG appliances.
Katie in Ottawa

Ottawa, Canada

#32 Nov 15, 2012
Jeff, they told me that my claim for damaged and lost food was expired because I didn't request it within two weeks. You can use that information when calling them again...and again. I spent hours on the phone trying to get some help. Get your retailer involved, as well as your home insurance company. I contacted mine a few weeks ago (insurance) and they were VERY interested in these problems. Perhaps they as a group will have some power.
Jeff

Halifax, Canada

#33 Nov 19, 2012
Sorry for not updating recently (been away past couple of days)... Boy o boy Katie, you were right about the time I'd spend on the phone with LG. I called 7 different times between Wed and Fri to the so-called LG "customer service" line, plus at least another half dozen calls to the "local" LG technician who was waiting for the magical authorization number from LG, which just seemed to be hanging out their in never never land. To LG's defence, they did say that it could take 24 - 48 hours for this authorization number to reach the local tech. Obviously they aren't quite as "advance" in the delivery of communication as what the profess to be other tech fields... guess they should focus on using e-mail instead of Canada Post these days!
I got nothing short of the run-around for the first six calls. Each agent said that the authorization would be sent to the local tech, only to be advised by the following agent telling me that the authorization had not yet been sent and that they would look after it. Three times I asked to speak with a supervisor or manager, only to be told they were a) in a meeting b) on another escalated call - I actually believed this one c) not in the office yet, but would be in two hours and d) i got cut off when they were "transfering" me.
On lucky call #7, "Mary" with a very strong accent, was able to "assist" me. After hearing a relatively short rant from me, she put me on hold for 10+ minutes before confirming that she herself had actually sent the authorization through to the local tech and that he should have it shortly. This was at 1:25 PM on Friday, and much to my surprise by 3:12 PM the local tech had received the authorization number. At this time, the local "tech" had to call the "other LG tech" to confirm what the problem is and what the fix is (including what parts to order)... all this being done without actually seeing my fridge. Well Friday, Saturday, Sunday and most of Monday (today) went by without hearing back from him, until this evening when he finally called and said that he had spoken with the "other LG tech" and ordered the parts for my fridge. Apparently during their discussion, the "other LG tech" advised him that they have been well aware of this problem since 2006 and they were providing the parts in order to do the repairs, which should be here by the end of the week maybed (so a week plus two days since I first reported the problem... "great" service). I then asked the "local tech" if he knew what the parts were and if one of them might be a new housing/casing for the entire fridge interior, since the heat from the bulbs actually melted this part to the point that you can see the insulation inside of it. He didn't seem to think that this could be repaired. so now I may be back to square one trying to get LG to do anything about this because i don't want to wait until Friday for the "local tech" to receive the parts and bring them to my house only to tell me that they won't completely fix my problem!!! I guess it's time to get back on the phone with LG and ask for another supervisor. I wonder what excuse i will get tonight.... maybe they're all filling out applications for Maytag!!
Katie in Ottawa

Ottawa, Canada

#34 Nov 19, 2012
Jeff, you're going to be wasting your time...no offense...trying to get another 'part'. That can't be fixed, and they really do owe you another fridge..not an LG, but a full replacement cost. That's what they promised in the communique that the National Fire Marshall put out. I called the FM's office this week, actually, to find out what happened at their conference in October that I was told was going to address this problem. I was told that they had done all they were going to by adding a few more models to the list, and that the public should just check their website before buying any appliances to see if any were fire hazards. The phone got a little hot at this point ;-) I think the link to that Communique is in this thread somewhere. If not, I can give it to you, for what it is worth.

Do you mind saying where you bought the fridge? I got mine at Corbeil's by IKEA in Ottawa, and the manager and staff there have been fabulous and worked with me to get my refund. Needless to say, I got a different brand of fridge from them. It would carry some weight if you took your story back to the store, whichever it was. Sears next door, which also carries some of the 'bad' models, was of no help when I questioned them about any new problems with the fridges. They said there had not been any more problems for a number of years...so they think the issue is solved. We need to correct that, for the sake of others who will have a more serious problem sometime soon.

I am seriously considering going to the media about it, and giving them a link to this to prove that the problem is still out there. There is a serious risk of fire from these appliances, let alone people getting ripped off by LG's stalling tactics.

I'd advise telling the next agent you reach that you are calling your lawyer and the media...that way they may also give you 'special consideration' and refund you full purchase price plus tax. Don't settle for anything less. I wouldn't agree until I spoke to the retailer and got the figure in writing.

Good luck.
Jeff - St Stephen NB

Halifax, Canada

#35 Nov 22, 2012
Hey Katie... wasting my time is the understatement of the year. ;) I just spent 35 minutes on hold waiting for a supervisor to actually speak with me. That only took 10 phone calls and at least 6 of them included multiple requests to speak with a supervisor or manager. And if I have to listen to that damn music and "we know your time is valuable" BS again I'm going to be sick!! When I did finally speak with a supervisor, he wasn't any more help than the previous agents. He said again that I was lucky that LG was covering the repair of the unit since I was outside of the warranty period. When I explained to him that the local tech deemed the unit was beyond repair, he said IF they exchanged it that it would be at a prorated value. Essentially I'd be getting about $534 towards any fridge or $1068 towards another LG fridge!!
I thought that I might be getting somewhere this week as the "local tech" said that he had been speaking with LG again and had sent off the pictures I'd given him and they in turn sent him an exchange form to be completed and returned. All I needed to do was provide the original bill of sale. Unfortunately, I couldn't put my finger on it so I had to go to Future Shop and get them to give me a reprint of the invoice (which looks nothing like the original receipt). When I explained the situation to the Future Shop service manager, he said that there wasn't much they could do and emphasized that it's likely that the number of fridges that have malfunctioned is very small in comparison to the number of fridges on the market or in someone's home. And I don't necessarily disagree with that, it's the safety issue that bothers me most. Judging by the number of LG products at Future Shop I expect that they have a pretty close business relationship and wouldn't want to do anything to risk that relationship.
I have tried reaching LG Electronics Canada in Mississauga by phone and fax, but neither number works. When you call the fax line from a regular land line it definitely sounds like a fax. But when you try and fax to it, you get a message saying the "mailbox is full". So I wrote a four-page letter and sent it by e-mail (to the agent who had sent me the food spoilage claim form), by e-mail using their website (funny, but I wasn't able to upload and documents/pictures under my case number as it said "this case number is not eligble for uploads" or something like that) and I also sent it by Expresspost Courier to their office address (hopefully it will be delivered today).
I've also sent an e-mail and pics to our provincial Fire Marshall's office, but have yet to hear anything back.
Also contacted our home insurance provider and they said there is nothing they can do.
I've tried submitting a Consumer Product Incident Report to Health Canada without success thus far. I am going to keep trying though. Here is the link if you want it:
http://www.hc-sc.gc.ca/cps-spc/advisories-avi...
Next up for me is media!!
You know, if I had even received nice/courteous customer service throughout the entire process I'd probably be happy to accept their prorated credit offer. But they have been nothing short of ignorant and uninterested in my issue.
Ed Mandani

Brampton, Canada

#36 Dec 2, 2012
I got an LG 25 cu french door fridge # LFC25760B. I have noticed in many occassions that every now and then, the lights were off when I open the fridge...but most of the time, it seemed to work. I have noticed recently that the lightt fixture was extremely hot when I accidentally touch it while putting some drinks inside. I have called LG Canada and said that they will be sending a technician this Dec 05 and will call a day before to schedule...LG should have done a recall by now but I guess they're betting that most people that bought the product won't even know that the defect existed. What a shame! No more LG product fo me.
Katie in Ottawa

Kemptville, Canada

#37 Dec 3, 2012
I would recommend to both of you to 1) threaten to go to the media, then DO it within a week, and 2) tell LG that you are calling in your lawyer and let them know that you are aware of the Class Action Lawsuit in the US that LG lost.

This was the ONLY thing that got their attention and gave me 'special consideration'. I'm about ready to go to W5 or Marketplace-if that one still exists.

I called the National Fire Marshall's office two weeks ago and got a very useless man...got his name as well, so can use it when I go further. He was quite crispy when I asked what had come out of the National Conference I was told they were having in October, where this issue was supposed to be addressed. He said they acted upon it by adding more models to the list, and that consumers should be going to their page before buying any appliances to see if there was a warning about one. That was all they intended to do and was 'insulted' that I expected more.

When I requested that they put out a more public/visible warning to consumers via the media, he said their website was more than sufficient and basically in so many words said that we should be smart enough to dig up this information on our own.

Ed Mandani, please go to your retailer and let them know of the problem and check with your insurance company to see if they can do anything to push this along. With luck, your retailer will fight LG for you. Worse case, your insurance may force you to disconnect the fridge and not help you with the reimbursement.

I have to get busy and further pursue the insurance as well. This fridge of yours IS a fire hazard. Please be careful.

Is there a way for us to share personal contact information? Together we may be able to bring these guys down.
Cheryl

Philadelphia, PA

#38 Dec 19, 2012
I purchased an LG refrigerator in Aug. 2010. The freezer contantly freezes aound all sides of this. I had so many parts and repairs, and must wait again til it freezes again. Sears must come out 4 times in 1 year before they will give me a new refrigerator. This is not the way they used to make refrigertors. I want a new one. Will never buy a freezer on bottom again or an LG.
john john

Doylestown, PA

#39 Feb 8, 2013
YES YES YES same thing happened to me
John In Edmonton

Edmonton, Canada

#40 Mar 4, 2013
We bought an LRFC22750sw in 2006 from Sears. We purchased extended warranty for this unit for an additional 4yrs. In this time we had the lights stay on causing damage to the circuit board right above it, and also melted the light lens.Found 60watt bulbs installed in the fridge instead of 40watt as the LG manual states. All repaired under warranty and 40watt bulbs were installed. Next we had the freezer ice-maker quit,replaced under warranty. next we had a door seal fail, again replaced under warranty. Next we had a blockage in the evaporator unit, repaired under warranty. 2nd failed ice-maker, again replaced. After the fifth year we let the warranty lapse. Big mistake. Now we have a 6 year old fridge that has had numerous failures requiring repairs, and now to add insult to injury the evaporator has failed again. Sears repairman came out and stated "not worth repairing" That's it. It's finished. A 6yr old fridge, only 2 people in our home using this fridge and it's done after 6years. Pathetic, sad really. LG should stand for lemon goods. This is the last Lemon Goods product we will ever buy!

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