LG Electronics — LG AMC Refund Denied Despite Zero Service Usage and Misconduct by Service Staff

I purchased an Annual Maintenance Contract (AMC – Bronze Tier) for my LG air conditioner. The AMC included specific services such as periodic cleaning and gas refill within a defined period.
On 27 February 2026, I raised a service request under the AMC. However, the experience was extremely disappointing and distressing.
The service personnel repeatedly misled us throughout the day by falsely stating they were “on the way” or “nearby, ” despite not arriving. The next day, they misrepresented their authority and claimed they could assign another technician, which led my mother to cancel a scheduled doctor’s appointment. The overall behavior of the service staff was unprofessional and inappropriate, causing significant inconvenience and distress.
Due to this experience, I requested cancellation of the AMC and a refund. It is important to note that no services under this AMC have been availed at all, and the conduct of the service team made it impossible for me to trust or continue with the service. Despite there being no urgency or pressure from my side—I had clearly communicated that service could be scheduled for the next day—the service personnel continued to provide misleading updates about their arrival. Such unnecessary misrepresentation raises serious concerns about the credibility of their service.
Issue with LG Response:
LG has refused to process the refund, incorrectly stating that I “refused service.” This is misleading, as the request for cancellation arose due to the conduct and misrepresentation by their service personnel.
They have also compared the AMC to insurance policies such as health and car insurance. This comparison is not valid, as an AMC is a defined service contract with specific, quantifiable services, unlike insurance which is risk-based.
Their official communication described my refund request as “appalling, ” which reflects a lack of professionalism in handling customer concerns.

Additionally, their letter was dated 9 March 2026 but was dispatched only on 22 March 2026 and received by me on 24 March 2026, while still imposing a seven-day response deadline. This appears unfair and misleading.
Additional Concerns:
Despite my clear request for cancellation, LG raised service requests on my behalf without my consent. Follow-up attempts via email and calls have been ignored, including by the contact person provided for escalation.
Resolution Requested:
I request cancellation of the AMC and a full refund of the amount paid.
This request is reasonable given that no services have been used, the service experience involved misrepresentation and misconduct, and the company has failed to provide a fair resolution.