LG REFRIGERATOR CLASS ACTION SETTLEMENT

BENTLEY, ET AL. V. LG ELECTRONICS U.S.A., INC.

Case No. 19-CV-13554 (D.N.J.)

UNITED STATES DISTRICT COURT FOR THE DISTRICT OF NEW JERSEY

WHAT BENEFITS DOES THE LG REFRIGERATOR CLASS ACTION SETTLEMENT PROVIDE FOR FUTURE NO-COOLING EVENTS?

IF YOU EXPERIENCE A NO-COOLING EVENT IN THE FUTURE,
CLICK HERE TO ACCESS YOUR ENHANCED WARRANTY CLAIM FORM

  1. creating and maintaining a dedicated customer care team to address No-Cooling Events experienced by Settlement Class Members on a timely and expedited basis, with live operator support during regular business hours, sufficient to handle call volume without unreasonable delay. To utilize this live operator support, call or email:

    LG Electronics Alabama
    201 James Record Rd.
    Huntsville, AL 35824
    Telephone: 1 (800) 243-0000

  2. increasing the number of LG’s DMST’s (which has more than doubled since 2019), and using commercially reasonable best efforts to maintain an adequate service network, expand its nationwide coverage, and ensure that LG meets or exceeds industry standards for responding to requests for warranty service;
  3. creating and maintaining a new program designed to provide incentives for faster repair service without sacrificing quality of repair, including a commitment that LG will undertake commercially reasonable best efforts to ensure that a DMST or an Authorized Repair Service Provider, as available, arrives at a Settlement Class Member’s home as quickly as is practicable, within seven (7) days of receiving the Settlement Class Member’s initial request for service, and with all necessary parts on hand;
  4. developing a new mobile service application for the use of service technicians, including both DMST and Authorized Repair Service Providers, to improve accuracy in the diagnosis of problems with LG Refrigerators;
  5. investing in efforts to develop and upgrade parts and software to improve the cooling performance of LG Refrigerators;
  6. implementing a proactive consumer outreach program to follow up on U.S. consumers’ satisfaction level regarding LG Refrigerators and service performed on them; and
  7. enhancing LG Customer Care to provide Settlement Class Members that experience multiple No-Cooling Events during the warranty period as extended by the Settlement Agreement, payments as set forth in the schedule below, subject to LG’s verification that the cause was not the result of a Non-LG Cause. Settlement Class Members who experience multiple No-Cooling Events will be notified by LG for their eligibility for such payments and the amounts of the payments and shall be provided with a form for submitting claims for such payments.

ENHANCED CUSTOMER CARE PROGRAM

PAYMENTS FOR FUTURE NO-COOLING EVENTS

  1. Settlement Class Members who experience three (3) or more No-Cooling events shall receive at a minimum $500 up to the purchase price (considering usage period);
  2. Settlement Class Members who experience a delay of more than thirty (30) days for a repair by LG or an Authorized Repair Service Provider shall receive at a minimum $400, up to the purchase price (considering usage period); and
  3. Property Loss will be reimbursed up to $3,500, upon submission of reasonable proof.