Parago, LG Electronics
Claims they never received validly mailed rebate submission and FOUR resubmission faxes over 1 year period

In October of we purchased a set of LG Appliances, the Steam Washer and the Dryer, along with 2 pedastubs. We spent approximately $3000 for the items and delivery. At the time we decided on these models, LG was offering a rebate of $50 for delivery/installation for each piece, and the $100 rebate was a factor in our purchase decision.

We compiled our paperwork immediately after our purchase and submitted it via US Mail to the rebate center listed on the form. It was definitely mailed before the clearly stated postmark date. Since it was properly addressed and did not return in the mail as undeliverable, we assumed it got to where it should. The form advised to wait 12 weeks before contacting the rebate center. There was no cutoff date supplied other than the original postmark date requirement.
When summer came and I realized I had never heard anything, I called the rebate center and they could not find any record of my rebate submission. The rep requested that I fax all of my forms to their 800 fax # attn. Resubmission Department. I did so on 8-6-07.
About 7 weeks later, I called the rebate center again for a status. Once again, they had no record of my submission. I spoke with agent Christen ID#982, who asked me to fax this paperwork again to the same Resubmission Department. I did so on 9-27-07.
I came across my rebate submission again on February 8, and realized that I still had not received a response. I called the Rebate center and yet again to my amazement, they have no record of a rebate being submitted. I spoke at length with the rep, who today advised that the rebate closed and they could do nothing. I was quite surprised by this, since no mention of this closing date was made before by any of the other reps I had spoken with, in fact, they continued to request that I fax my rebate information in time and time again. When I asked to speak to a supervisor, I was placed on hold, where I waited 45 minutes and the supervisor finally picked up. His first response was to take all of my information, as all previous reps had, then proceed to tell me that they had no record of any filing for my rebate. His position was that the rebate period was closed and that I could not obtain my rebate. I told him this was unacceptable and that I had fax logs to document successful faxes to the number I was given, which he confirmed was correct. I then asked if he worked for LG, to which he responded that they handle rebates for LG. I asked him the name of his company, and he dodged the question several times until I repeated it louder and louder and would not stop until I received an answer to my simple question. After I insisted on getting his name and the name of his company, he requested that I again fax my paperwork to him (Ralph ID #0419 the supervisor), and he would handle it. I asked him what was the point, since the rebate period was closed and that I did not want to waste more time and money faxing paperwork if they would just be issuing a denial. Ralph stated that they would pay the claim if I faxed it to him and that it would be handled within 72 hours.

It is now 2-18-08, over a week since I faxed my fourth submission, and today when I called they have no record of me as a customer. They responded to my BBB complaint stating that they have no record of me, and that if I would fax a copy of the submission to them they will respond.

This is a huge waste of my time, but I will continue to send faxes to their toll free number until they respond. It is now the principle that I can't let go, I have already spent the rebate amount in terms of the value of my time, but they should not be permitted to get away with this. I can only imagine how may legitimate rebates are abandoned due to these types of tactics, and how many millions of $ consumers are cheated out of each year.

Company: Parago, LG Electronics
Country: USA
State: Texas
City: Lewisville
Address: 700 State Highway 121 Bypass, Suite 200
Phone: 8008601785

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