I dealt with sales representative Cong, very knowledgeable and friendly. A few things were left out of the requirements for install, including that another line would need to be run to our thermostat. This meant we had to cut multiple holes in a recently drywalled basement, ceiling. The repairs were our responsibility. Not a big deal but would have been nice to know up front.
On the day the technicians came to install my Heat Pump they noticed they were missing parts that they needed to complete the job. This was realized after they had started the install and my house was without heat. I was then asked if I would go to the nearest hardware store and purchase the required parts myself, after already paying for the install. I was unable to do this as I had a child sleeping in the house. Eventually, they sent one of the technicians to get the parts after I called around to local hardware stores and located the part for them.
After the install, my igniter to my propane furnace began malfunctioning. My HRV system also began to have a burning smell. These issues were not present prior to this install. I live in a newer home and the system is only 6 years old.
I started calling LG Home comfort on January 19th to inquire about support. I left messages with them and my sales representative. I got no call backs, even though my sales representative claimed he prioritized my concerns.
I continued to call until I finally got someone on the phone on February 12th. They scheduled to come to my house today, the 16th of February in between 12-6pm. They never came, never called. Ive heard nothing.
This has been a terrible experience. Customer service is non existent. I do not recommend this company. Go elsewhere if you can.
- Approximate cost of services:
- $8,800.00
- Company Response
Dear O'Briens. Your unfair expectation that we should be responsible for a piece of equipment, your furnace, when we installed a different piece of equipment is what has led to your dissatisfaction. As per the service report, your furnace was not regularly maintained as per manufacturer specifications and your filter was extremely dirty, which led to parts failure. Our team did their job by making recommendations on how to get your heat going, however you did not want to bear and cost or responsibility for the furnace repairs. Our team did take and return your calls and a service team was dispatched to your home as quickly as possible.