To Whom It May Concern, I am truly sorry the customer feels as though we have not serviced him properlyI would like to note that the customer purchased all [redacted] appliances [redacted] are high end units and it does take longer for parts to arrive as opposed to a average appliance partThis is the reason for the wait in between service callsI would also like to note that all of our techs are trained on [redacted] unitsIt is often the case that more than one part is needed or a process of elimination to get to the root of a problemI can not refund the customer for the contracts since the contracts have not gone into affect yet because the unit is still under manufacturer warranty According to the last service call in our system the customer told the technician the [redacted] was going to send another service company out but the customer was asking for a new unit from [redacted] This is contradictory to what the customer is asking for in this disputeIf they would like repair I will have the service manager go to their home directly to initiate the repairPlease let us know how you would like to proceed
To whom it may concern, We received a call from the customer on October 1st, in regards to the unit leakingWe scheduled a warrantied call for October 10th, The customer also explained to the service person who took the call that he called a plumber out to look at the unit before he called usThe customer had a authorized contractor which Gerhard's suggested to him to install the unit in The contractor is authorized and self insured as is paid directly for the insulation by the customer's for work provided If the customer felt he needed a plumber before he called us he should have contacted the original installer which he had a receipt for along with a phone# or called us for service first Under circumstances having a non authorized contractor look at a warrantied machine would void any manufacture or installation warranty.We sent a technician in good faith and he found that the dishwasher was not leaking and that there was no problem found with the unit itselfHe found and issue with the inlet fill hoses which a plumber installs and is not part of the unit or the units warranty and he can not service it as he is not a authorized plumber He informed the customer that he would report his findings back to the office or MrGerhard which is standard procedure He did report his findings and we contacted the installer that did the original installation We do not have any record of the calls [redacted] says he made or who he spoke to which we would keep records of on his customer file Our service manager Rich J [redacted] and Dawn in the service department spoke with the customer on this matter and explained our position prior to the original installer Brian calling [redacted] It is an unfortunate situationThis is not a failure of the unit and we can't be sure if it may have been an installation issueHad the original installer been called first or Gerhard's been called first we would have contacted the installer on the customer's behalf and have him deal directly with him as he was paid for the original installationThe customer called a non warranty authorized outside plumber during the warranty period before contacting our office which can also void the manufacture warranty on the unit itselfThe original installer did contact the customer via phone and explained that he can't warranty the work after the customer had another plumber out which therefore voids whatever installation warranty was on the unit by the contractorGerhard's would like to assist the customer in this matter if it was a failure of the unit but it was notWe can not assist with an installation issue as he paid the contractor to do the installation and the plumber warrants their own installationsAlso as previuosly stated there was no failure of the unit itself which was purchased at our store which is covered under a full one year warranty if failure occurs prior to November 7, when the warranty expires Respectfully yours Dianne K [redacted]
Dear [redacted] , Thank you for your responseI have relied on the statments given to me by service, the installer and everyone whom I asked about the situation and noted it in my responses to the best of my abilityMy words were true and factual and at no time did I imbelish or falsify what was relayed to me by the persons with whom you were in contact withIf you feel that my responses were incorrect to what you believe was the truth than again I can only apologize for you being inconvienced by this whole matter and there is nothing more I can say or doWe do care and we do regret not being able to get this situation rectified to your satisfactionKind regards Dianne K [redacted] Account Specialist Gerhard's Inc
To Whom It May Concern, While I certainly understand the frustration that the customer is experiencing, I would like to make note that the appliances come directly from the factory and then to the customers homeAs the customer mentioned her units are all different brands, it is not an issue of a defective brand it is an issue of all appliances malfunctioningthis can happen for any number of reasons, the biggest of which is generally wear and tear on the unit from misuseHaving service contracts is exactly the right answer, it gives the customer insurance that the unit will be fixed with no charge to themIt is completely for a technician to diagnosis an issue prior to ordering parts, the reason being many different parts can cause the same symptomsSo while the customer may know what is happening, a qualified and trained technician has to visually see it before knowing what part to replaceour service department gets to every customer as quickly and efficiently as possibleWe will continue to work with the customer to get the issue rectified, we will not be replacing the appliances after nearly five years.Sincerely,Sonia K [redacted]
Billing or Collection Issues - The company has failed to correct billing errors select Problem: This is a follow up to complaint ID [redacted] The previous complaint was submitted by [redacted] , who is my motherGehard's did issue a rebate check for $50; however, the rebate payment opened a $invoice balance on the accountAs a result, I have received monthly statements and a collection notice requesting a $payment that I do not oweTo resolve the matter, I have tried contacting Gerharf's directly, but my attempts have been unsuccessfulI have an email from Linda G [redacted] ( [redacted] ) from August stating that she would work with her accounting dept to resolve the issue, but I still receive the monthly statements requesting paymentI have called and emailed Linda in September and October to resolve this issue, but she has not responded to my inquiries Translate Desired Outcome: I would like the incorrect invoice balance closed out accordingly
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because it has been almost a month since the phone call with MsK [redacted] and I have not heard from [redacted] about scheduling a technician What follow up can I expect from Gerhards to resolve this situation? I have moved from requesting that the appliance be replaced with an alternate manufacturer They have yet to ensure that a [redacted] technician will be scheduled to service the applianceWill they call [redacted] and get this scheduled? I invested almost $in this appliance between the cost of the appliance and the Gerhards warranty, and, years later, I still do not have an appliance that works Regards, [redacted]
Dear ***, face="Calibri"> We understand that there has been an issue with this customer's icemakerWe were in contact with the manufacture on the customers behalf as of December 2ndand left a message with customer service to find out what they can offer to rectify the problemWe had not heard back from them as of your letter so we contacted them again yesterday, see the email is belowThe manufacture offered to pay for parts and labor to have the unit repaired as per their email belowWe have contacted the customer and scheduled the repair for Monday December 21stIt is our hope that the customers issue with this unit will be rectified to their satisfaction on Monday Kind regards Dianne K [redacted] Customer Service representivie Gerhard's Inc###-###-#### opt.# [redacted] From: CXCSRSescalationRetGrtLakes@ [redacted] [mailto:CXCSRSescalationRetGrtLakes@ [redacted] .com] Sent: Tuesday, December 15, 9:AMTo: Dawn V [redacted] Cc: **@gerhardsinc.com Subject: RE: customer issue [redacted] {SrvReqNo:[ [redacted] ]} Hello, Please use [redacted] Parts and labor coverage for repair [redacted] Corporation Original Text From: Dawn V [redacted] To: CXCSRSescalationRetGrtLakes@ [redacted] CC: [redacted] @gerhardsinc.com Sent: 12/14/13:20: Subject: customer issue [redacted] Good morning, I am writing on behalf of our customer [redacted] [redacted] purchased a [redacted] refrigerator September 4, [redacted] began having issues with the refrigerator days after it was delivered I have attached copies of the service calls to this email [redacted] has a current service call out for the same issue and is asking for compensation or authorization for service, labor and parts due to the fact that the problem began while the unit was in warranty The customer’s information is below: [redacted] Havertown, PA [redacted] ###-###-#### ###-###-#### Model # [redacted] Serial # [redacted] Purchase date: 9/4/ Service History: 9/10/14: icemaker not working Found wire disconnect from door, corrected 1/12/ icemaker spraying water inside freezer, not making ice Replaced icemaker and water valve 7/23/ icemaker spraying water all over freezer replaced valve, optics cover, and spring 8/22/ icemaker not working Cycled icemaker 12/2/ icemaker not working Inlet valve and icemaker fill tube per tech line 12/17/ not making ice Thank you for your help! Dawn
Keala Tyler 2:PM (hours ago) to me [redacted] I filed a complaint against Gerhards for selling me a broken refrigerator, delaying the refund, and refusing to refund me for this purchase even after they received a return authorization from the manufacturer (**) and picked up the broken fridge for the salvage yard As a result, I was asking for the full refund + an additional $for delays and suffering due to their constant lies, disgustingly rude attitudes, and leaving me to deal with bouts of food poisoning for several months After my last email to you, Gerhards did process a full refund for the fridgeTHANK YOU FOR YOUR HELP WITH THAT! However, they also verbally informed me that I would be contacted by the owner, [redacted] Gerhard regarding the additional $I tried to get them to confirm a window of time to expect that phone call, and I wanted to get that in writingAlthough I had just spoken with [redacted] from Gerhards, she immediately changed her story and claimed that she had no recollection that she had told me I would receive a call from [redacted] Gerhard When I tried to pin her down to find out about the additional $200, she said she's only in accounting and wasn't authorized to refund anything else to me, but that "someone" would be contacting meMy last correspondence with Gerhards was on June 3rdTo date, I have not received any call from them Is there anything that you can do to help me? This has been such an awful experience for what should have been a simple purchaseConsidering that my purchase was made back in Jan, and they've been absolutely nasty about resolving this matter, I think I should receive something for the time spent dealing with this problem, in addition to some sort of compensation for the rounds of food poisoning that I had to endure while they tried to convince me that a fridge running at 42-degrees was safeI thought that $was more than fair for what they put me through At the very least, I hope that this lowers their Revdex.com rating Please advise Aloha, [redacted] ***
To Whom It May Concern, This customer has already been issued a full refundThis was done on 10/15/She may not see this until her next billing statement but from our bank the refund has already been put throughI do sincerely apologize for any inconvenience the customer experienced and will certainly handle the issue of who spoke to her internallyWe do not lead our customers on a goose chase and I again can only repeat how sorry I am for the inconvenienceSincerely, Sonia
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the website does not mention anything at all pertaining to the free shipping for outside the state of PA only Per the attached photo, it shows that *tax has a asteroids and next to it states that excludes PA residents As far as I am concerned it's advertisement and very misleading I expect my money for shipping to be returned to me Regards, [redacted] ***
To Whom It May Concern, I have been in close contact with the customer since she sent in her complaint and I believe we have resolved all of her issues. We are addressing the issue of lack of communication internally and [redacted] is aware of this. I contacted GE on [redacted] ***'s behalf and they... have agreed to give us a return authorization for the unit. Once we receive this we will then issue a refund to [redacted] so that she may proceed with purchasing a new unit. Our main goal here was to get the customer as satisfied as possible after her bad experiences. Should she have any further questions I would be happy to address them. I hope this helps assure [redacted] that Gerhard's is committed to customer service and appreciation.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This company sold me a refrigerator on June I called them day later to tell them there were problems with it They sent a tech out and he replaced a seal He said he hope this fixes the problemIt did notThey sent another tech out he did not know what to do with the non functioning unitsaid he will go back and do his homeworkThen they sent the same tech out and he replace a fan This did not fix itThe same tech came back and could not figure out what was wrong with the unit......The freezer did not work then the lower part did not work well eitherSo only techs came out to look and try to fix this product Gerhards sold me so this is their first lie Then they sent a 3rd party out " [redacted] Appliances " they showed up and immediatley saw the problem They said the part was expensive and would be back in a weekafter weeks I called They said they will be there Feb I confirmed this with Gerhards They did not showI called both [redacted] and GerhardsNeither returned my callsI called [redacted] They said they did not known anything about the problem but agreed to replace the unitweek later Gerhards showed up with a unit they refused to unwrap it I had to unwrap it and it revealed a damaged used non working unit I called Gerhards and asked for the owners They gave me their infoI sent an e-mailThe next day I received two threatening and insulting voice mails from [redacted] Gerhard and [redacted] Gerhard The next day I received a door ? Who is supposed to install it ? Where is the other door and the freezer still does not work Now I learn Gerhards sent me a used unit per [redacted] They told [redacted] the later afternoon before they shipped a new unit they did not have any units in stock The bottom line, I bought a new refrigerator in June and as of March I still do not have a working referigertorThey (Gerhards ) failed to fix it times and then insulted and threatened me and my family for complainingIt has since been revealed that This appliance dealer did try to switch a used unit for another used unit I can support all my statements with recordings from Gerhards and [redacted] I also have three witness from their attempt to fix thiss "so-called " new unit they sold meI will take a lie detector and do whatever I need to do to expose the criminals Please ...Please do not allow them to do this to other peopleI met many other people who have gone through this with this company I never became foul or abusive with anyone at this companyMy guess is this is a defense mechanism they have used in the pastDid you notice they do not have a "person" answering the complaint I will be happy to talk with anybody at your organization I welcome the opportunity to meet with you rep at the location of the crime Regards, [redacted]
This review is in response to a dryer purchase which was handled incorrectly upon buying the productSalesman did not sell me the proper fitting dryer as he did not ask me the right questions even after knowing that I needed the dryer side ventedThe proper dryer was ordered and was to be side vented and was NOT done on deliveryCalling the store and getting nowhereNo manager would answer my callI had to pay more money for a lesser quality dryer along with paying again for the side venting as well as another delivery charge(and tips)This is supposed to be a reputable company and this experience has been less than acceptable
To Whom It May Concern, I am sorry to hear of the trouble [redacted] has been going trough, we take any complaint very seriously and look to get the matter rectified asapWe have order the the correct glass turn table for the customer, as soon as it comes in we will deliver it to herShould [redacted] have any further concerns we will be more than happy to address themSincerely, Sonia K [redacted] Gerhards Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Gerhard’s continues to amaze me at the arrogance and disregard for the consumer As I read their response to your inquiry I was sickened that a company can be so dishonest about what has occurred It was not Gerhard’s who authorized the exchange of the [redacted] freezer it was me I am attaching correspondence between myself and representatives from [redacted] regarding what has transpired and the acceptance letter between [redacted] and myself for the new freezer Gerhard’s did not initiate the replacement nor were they included in any of the correspondence with [redacted] Also, you will read in the correspondence that I requested Gerhard’s not be the installer of my new freezer because I did not trust them and their service levels are not even adequate When I learned that Gerhard’s was going to be the installer, I contacted [redacted] directly and was informed by them that I did not have a choice; they were the only company who had the freezer in stock and an available installer So I had no choice, but to allow them to install the freezer I had to take a day off work to keep a close on them After the installation on September 11, 2015, I was told by Gerhard’s that someone would be by later that day to pick up the old freezer (it was sitting in the middle of my kitchen) No one from Gerhard’s came to pick up the old freezer or called to give an update or apologize I contacted Gerhard’s first thing in the morning, around 9:00AM, on Saturday, September 12, and asked when someone would pick up the freezer The Gerhard’s representative informed me she would have to check and would get back to me I called back around 11:00AM the same day, because once again no one returned my call, to get a time when the freezer would be picked upThe representative on the phone did not have an answer on a time, but stated someone would definitely be out on Saturday Someone finally came late afternoon to dispose of the freezer Once again Gerhard’s has proven that they are not competent nor do they care about the consumer or understand that consumers have rights I believe the only reason they responded to you now was because they wanted to take credit for something they had no involvement in resolving This company needs to be accountable for the actions and not disregard consumers when they attempt to resolve situations they created They are wasting a lot of my time and now your time trying to resolve an issue with me that should have taken five minutes Thank you again for your assistance in the matter Best Regards, [redacted] Psthere are six pages of attachments
To Whom It May Concern, While I agree with the customer completely that there was a lack of communication, there was a person working on her case during this timeI apologize that no one got back to her and we will certainly handle that issue internallyAs for the customers check, we did in fact receive it and have held it until we could figure out what client it belonged toWe have since realized the error and signed the check over to [redacted] and mailed it to herShe should see it in the mail any day next weekShould [redacted] have any further questions I would be more than happy to answer themI hope this alleviates her concerns
To whom it may concern, We apologize for the problems that the customer experiencedIf the unit had a service issue they come with a warranty for this particular reasonUnfortunatley we have to provide service before a replacement can be approved by the manufacture to exchange The product is covered for repairs one year under parts & serviceWe made a call to the manufacture on the customer's behalf and obtained an authorization to exchange the unitWe have exchanged the unit for the customerThe exchange was done on 9/6/To our knowledge the customer is satisfied If there is anything else I can provide please let me know Kind regards, Dianne K [redacted] Customer service representitive Gerhard's Inc###-###-####
To Whom It May Concern, While I can certainly appreciate the trouble the customer has had with their appliance, we are not exchanging itThe manufacturer is the only source that can authorize and exchange, it is the reason they provide a manufacturer warranty for the unit, that warranty entails it will be repaired if there is any problem with the unitWe can certainly complete the repair, if the customer feels more comfortable have factory [redacted] service come out, I will happily arrange that insteadSincerely, Sonia K [redacted]
This is beyond ridiculousWe never received a new unit from *** because we already replaced his unit with one we ordered in from the distributor*** cancelled his order for a new unit because *** never told them we had already replaced it, they thought they were exchanging the original unitPlease feel free to speak to *** *** from *** @ ###-###-#### who will confirm this, she is the person who authorized the replacement we did! **Gerhard told *** to deal with *** directly, that means he has to call them to have the door put onThis is common senseWe received a scrap authorization to exchange this unit meaning *** credited Gerhard's for the original unit we replacedWe did not receive a third unit inI am stating again, this mans information is badly skewedWe were originally going to give him a refund until he became verbally abusive on the phone and via emailHe has now gone to several social media site and blackened our name with these exaggerated storiesWe will not respond any longerWe have actually physically shown evidence for each or our statementsThis needs to be over
From:
#ffffff letter-spacing: normal">Revdex.com of Metro Washington DC Date: Wed, Mar 5, at 4:PMSubject: Fwd: omplaint-Gerhards ApplianceTo: *** ***
---------- Forwarded message ----------
From: ***
Date: Mon, Mar 3, at 8:PM
Subject: omplaint-Gerhards Appliance
To: [email protected] I ran out of spaceI think it is important that I advise you of newly uncovered facts*** called me to tell me my new refrigerator was in as the distributor did not have new units in stock....but they Gerhards claim they delivered me a new unit ? How is this possible ? They did not have one available
*** ***
*** *** ***
To Whom It May Concern, I am truly sorry the customer feels as though we have not serviced him properlyI would like to note that the customer purchased all [redacted] appliances [redacted] are high end units and it does take longer for parts to arrive as opposed to a average appliance partThis is the reason for the wait in between service callsI would also like to note that all of our techs are trained on [redacted] unitsIt is often the case that more than one part is needed or a process of elimination to get to the root of a problemI can not refund the customer for the contracts since the contracts have not gone into affect yet because the unit is still under manufacturer warranty According to the last service call in our system the customer told the technician the [redacted] was going to send another service company out but the customer was asking for a new unit from [redacted] This is contradictory to what the customer is asking for in this disputeIf they would like repair I will have the service manager go to their home directly to initiate the repairPlease let us know how you would like to proceed
To whom it may concern, We received a call from the customer on October 1st, in regards to the unit leakingWe scheduled a warrantied call for October 10th, The customer also explained to the service person who took the call that he called a plumber out to look at the unit before he called usThe customer had a authorized contractor which Gerhard's suggested to him to install the unit in The contractor is authorized and self insured as is paid directly for the insulation by the customer's for work provided If the customer felt he needed a plumber before he called us he should have contacted the original installer which he had a receipt for along with a phone# or called us for service first Under circumstances having a non authorized contractor look at a warrantied machine would void any manufacture or installation warranty.We sent a technician in good faith and he found that the dishwasher was not leaking and that there was no problem found with the unit itselfHe found and issue with the inlet fill hoses which a plumber installs and is not part of the unit or the units warranty and he can not service it as he is not a authorized plumber He informed the customer that he would report his findings back to the office or MrGerhard which is standard procedure He did report his findings and we contacted the installer that did the original installation We do not have any record of the calls [redacted] says he made or who he spoke to which we would keep records of on his customer file Our service manager Rich J [redacted] and Dawn in the service department spoke with the customer on this matter and explained our position prior to the original installer Brian calling [redacted] It is an unfortunate situationThis is not a failure of the unit and we can't be sure if it may have been an installation issueHad the original installer been called first or Gerhard's been called first we would have contacted the installer on the customer's behalf and have him deal directly with him as he was paid for the original installationThe customer called a non warranty authorized outside plumber during the warranty period before contacting our office which can also void the manufacture warranty on the unit itselfThe original installer did contact the customer via phone and explained that he can't warranty the work after the customer had another plumber out which therefore voids whatever installation warranty was on the unit by the contractorGerhard's would like to assist the customer in this matter if it was a failure of the unit but it was notWe can not assist with an installation issue as he paid the contractor to do the installation and the plumber warrants their own installationsAlso as previuosly stated there was no failure of the unit itself which was purchased at our store which is covered under a full one year warranty if failure occurs prior to November 7, when the warranty expires Respectfully yours Dianne K [redacted]
Dear [redacted] , Thank you for your responseI have relied on the statments given to me by service, the installer and everyone whom I asked about the situation and noted it in my responses to the best of my abilityMy words were true and factual and at no time did I imbelish or falsify what was relayed to me by the persons with whom you were in contact withIf you feel that my responses were incorrect to what you believe was the truth than again I can only apologize for you being inconvienced by this whole matter and there is nothing more I can say or doWe do care and we do regret not being able to get this situation rectified to your satisfactionKind regards Dianne K [redacted] Account Specialist Gerhard's Inc
To Whom It May Concern, While I certainly understand the frustration that the customer is experiencing, I would like to make note that the appliances come directly from the factory and then to the customers homeAs the customer mentioned her units are all different brands, it is not an issue of a defective brand it is an issue of all appliances malfunctioningthis can happen for any number of reasons, the biggest of which is generally wear and tear on the unit from misuseHaving service contracts is exactly the right answer, it gives the customer insurance that the unit will be fixed with no charge to themIt is completely for a technician to diagnosis an issue prior to ordering parts, the reason being many different parts can cause the same symptomsSo while the customer may know what is happening, a qualified and trained technician has to visually see it before knowing what part to replaceour service department gets to every customer as quickly and efficiently as possibleWe will continue to work with the customer to get the issue rectified, we will not be replacing the appliances after nearly five years.Sincerely,Sonia K [redacted]
Billing or Collection Issues - The company has failed to correct billing errors select Problem: This is a follow up to complaint ID [redacted] The previous complaint was submitted by [redacted] , who is my motherGehard's did issue a rebate check for $50; however, the rebate payment opened a $invoice balance on the accountAs a result, I have received monthly statements and a collection notice requesting a $payment that I do not oweTo resolve the matter, I have tried contacting Gerharf's directly, but my attempts have been unsuccessfulI have an email from Linda G [redacted] ( [redacted] ) from August stating that she would work with her accounting dept to resolve the issue, but I still receive the monthly statements requesting paymentI have called and emailed Linda in September and October to resolve this issue, but she has not responded to my inquiries Translate Desired Outcome: I would like the incorrect invoice balance closed out accordingly
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because it has been almost a month since the phone call with MsK [redacted] and I have not heard from [redacted] about scheduling a technician What follow up can I expect from Gerhards to resolve this situation? I have moved from requesting that the appliance be replaced with an alternate manufacturer They have yet to ensure that a [redacted] technician will be scheduled to service the applianceWill they call [redacted] and get this scheduled? I invested almost $in this appliance between the cost of the appliance and the Gerhards warranty, and, years later, I still do not have an appliance that works Regards, [redacted]
Dear ***, face="Calibri"> We understand that there has been an issue with this customer's icemakerWe were in contact with the manufacture on the customers behalf as of December 2ndand left a message with customer service to find out what they can offer to rectify the problemWe had not heard back from them as of your letter so we contacted them again yesterday, see the email is belowThe manufacture offered to pay for parts and labor to have the unit repaired as per their email belowWe have contacted the customer and scheduled the repair for Monday December 21stIt is our hope that the customers issue with this unit will be rectified to their satisfaction on Monday Kind regards Dianne K [redacted] Customer Service representivie Gerhard's Inc###-###-#### opt.# [redacted] From: CXCSRSescalationRetGrtLakes@ [redacted] [mailto:CXCSRSescalationRetGrtLakes@ [redacted] .com] Sent: Tuesday, December 15, 9:AMTo: Dawn V [redacted] Cc: **@gerhardsinc.com Subject: RE: customer issue [redacted] {SrvReqNo:[ [redacted] ]} Hello, Please use [redacted] Parts and labor coverage for repair [redacted] Corporation Original Text From: Dawn V [redacted] To: CXCSRSescalationRetGrtLakes@ [redacted] CC: [redacted] @gerhardsinc.com Sent: 12/14/13:20: Subject: customer issue [redacted] Good morning, I am writing on behalf of our customer [redacted] [redacted] purchased a [redacted] refrigerator September 4, [redacted] began having issues with the refrigerator days after it was delivered I have attached copies of the service calls to this email [redacted] has a current service call out for the same issue and is asking for compensation or authorization for service, labor and parts due to the fact that the problem began while the unit was in warranty The customer’s information is below: [redacted] Havertown, PA [redacted] ###-###-#### ###-###-#### Model # [redacted] Serial # [redacted] Purchase date: 9/4/ Service History: 9/10/14: icemaker not working Found wire disconnect from door, corrected 1/12/ icemaker spraying water inside freezer, not making ice Replaced icemaker and water valve 7/23/ icemaker spraying water all over freezer replaced valve, optics cover, and spring 8/22/ icemaker not working Cycled icemaker 12/2/ icemaker not working Inlet valve and icemaker fill tube per tech line 12/17/ not making ice Thank you for your help! Dawn
Keala Tyler 2:PM (hours ago) to me [redacted] I filed a complaint against Gerhards for selling me a broken refrigerator, delaying the refund, and refusing to refund me for this purchase even after they received a return authorization from the manufacturer (**) and picked up the broken fridge for the salvage yard As a result, I was asking for the full refund + an additional $for delays and suffering due to their constant lies, disgustingly rude attitudes, and leaving me to deal with bouts of food poisoning for several months After my last email to you, Gerhards did process a full refund for the fridgeTHANK YOU FOR YOUR HELP WITH THAT! However, they also verbally informed me that I would be contacted by the owner, [redacted] Gerhard regarding the additional $I tried to get them to confirm a window of time to expect that phone call, and I wanted to get that in writingAlthough I had just spoken with [redacted] from Gerhards, she immediately changed her story and claimed that she had no recollection that she had told me I would receive a call from [redacted] Gerhard When I tried to pin her down to find out about the additional $200, she said she's only in accounting and wasn't authorized to refund anything else to me, but that "someone" would be contacting meMy last correspondence with Gerhards was on June 3rdTo date, I have not received any call from them Is there anything that you can do to help me? This has been such an awful experience for what should have been a simple purchaseConsidering that my purchase was made back in Jan, and they've been absolutely nasty about resolving this matter, I think I should receive something for the time spent dealing with this problem, in addition to some sort of compensation for the rounds of food poisoning that I had to endure while they tried to convince me that a fridge running at 42-degrees was safeI thought that $was more than fair for what they put me through At the very least, I hope that this lowers their Revdex.com rating Please advise Aloha, [redacted] ***
To Whom It May Concern, This customer has already been issued a full refundThis was done on 10/15/She may not see this until her next billing statement but from our bank the refund has already been put throughI do sincerely apologize for any inconvenience the customer experienced and will certainly handle the issue of who spoke to her internallyWe do not lead our customers on a goose chase and I again can only repeat how sorry I am for the inconvenienceSincerely, Sonia
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the website does not mention anything at all pertaining to the free shipping for outside the state of PA only Per the attached photo, it shows that *tax has a asteroids and next to it states that excludes PA residents As far as I am concerned it's advertisement and very misleading I expect my money for shipping to be returned to me Regards, [redacted] ***
To Whom It May Concern, I have been in close contact with the customer since she sent in her complaint and I believe we have resolved all of her issues. We are addressing the issue of lack of communication internally and [redacted] is aware of this. I contacted GE on [redacted] ***'s behalf and they... have agreed to give us a return authorization for the unit. Once we receive this we will then issue a refund to [redacted] so that she may proceed with purchasing a new unit. Our main goal here was to get the customer as satisfied as possible after her bad experiences. Should she have any further questions I would be happy to address them. I hope this helps assure [redacted] that Gerhard's is committed to customer service and appreciation.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This company sold me a refrigerator on June I called them day later to tell them there were problems with it They sent a tech out and he replaced a seal He said he hope this fixes the problemIt did notThey sent another tech out he did not know what to do with the non functioning unitsaid he will go back and do his homeworkThen they sent the same tech out and he replace a fan This did not fix itThe same tech came back and could not figure out what was wrong with the unit......The freezer did not work then the lower part did not work well eitherSo only techs came out to look and try to fix this product Gerhards sold me so this is their first lie Then they sent a 3rd party out " [redacted] Appliances " they showed up and immediatley saw the problem They said the part was expensive and would be back in a weekafter weeks I called They said they will be there Feb I confirmed this with Gerhards They did not showI called both [redacted] and GerhardsNeither returned my callsI called [redacted] They said they did not known anything about the problem but agreed to replace the unitweek later Gerhards showed up with a unit they refused to unwrap it I had to unwrap it and it revealed a damaged used non working unit I called Gerhards and asked for the owners They gave me their infoI sent an e-mailThe next day I received two threatening and insulting voice mails from [redacted] Gerhard and [redacted] Gerhard The next day I received a door ? Who is supposed to install it ? Where is the other door and the freezer still does not work Now I learn Gerhards sent me a used unit per [redacted] They told [redacted] the later afternoon before they shipped a new unit they did not have any units in stock The bottom line, I bought a new refrigerator in June and as of March I still do not have a working referigertorThey (Gerhards ) failed to fix it times and then insulted and threatened me and my family for complainingIt has since been revealed that This appliance dealer did try to switch a used unit for another used unit I can support all my statements with recordings from Gerhards and [redacted] I also have three witness from their attempt to fix thiss "so-called " new unit they sold meI will take a lie detector and do whatever I need to do to expose the criminals Please ...Please do not allow them to do this to other peopleI met many other people who have gone through this with this company I never became foul or abusive with anyone at this companyMy guess is this is a defense mechanism they have used in the pastDid you notice they do not have a "person" answering the complaint I will be happy to talk with anybody at your organization I welcome the opportunity to meet with you rep at the location of the crime Regards, [redacted]
This review is in response to a dryer purchase which was handled incorrectly upon buying the productSalesman did not sell me the proper fitting dryer as he did not ask me the right questions even after knowing that I needed the dryer side ventedThe proper dryer was ordered and was to be side vented and was NOT done on deliveryCalling the store and getting nowhereNo manager would answer my callI had to pay more money for a lesser quality dryer along with paying again for the side venting as well as another delivery charge(and tips)This is supposed to be a reputable company and this experience has been less than acceptable
To Whom It May Concern, I am sorry to hear of the trouble [redacted] has been going trough, we take any complaint very seriously and look to get the matter rectified asapWe have order the the correct glass turn table for the customer, as soon as it comes in we will deliver it to herShould [redacted] have any further concerns we will be more than happy to address themSincerely, Sonia K [redacted] Gerhards Inc
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Gerhard’s continues to amaze me at the arrogance and disregard for the consumer As I read their response to your inquiry I was sickened that a company can be so dishonest about what has occurred It was not Gerhard’s who authorized the exchange of the [redacted] freezer it was me I am attaching correspondence between myself and representatives from [redacted] regarding what has transpired and the acceptance letter between [redacted] and myself for the new freezer Gerhard’s did not initiate the replacement nor were they included in any of the correspondence with [redacted] Also, you will read in the correspondence that I requested Gerhard’s not be the installer of my new freezer because I did not trust them and their service levels are not even adequate When I learned that Gerhard’s was going to be the installer, I contacted [redacted] directly and was informed by them that I did not have a choice; they were the only company who had the freezer in stock and an available installer So I had no choice, but to allow them to install the freezer I had to take a day off work to keep a close on them After the installation on September 11, 2015, I was told by Gerhard’s that someone would be by later that day to pick up the old freezer (it was sitting in the middle of my kitchen) No one from Gerhard’s came to pick up the old freezer or called to give an update or apologize I contacted Gerhard’s first thing in the morning, around 9:00AM, on Saturday, September 12, and asked when someone would pick up the freezer The Gerhard’s representative informed me she would have to check and would get back to me I called back around 11:00AM the same day, because once again no one returned my call, to get a time when the freezer would be picked upThe representative on the phone did not have an answer on a time, but stated someone would definitely be out on Saturday Someone finally came late afternoon to dispose of the freezer Once again Gerhard’s has proven that they are not competent nor do they care about the consumer or understand that consumers have rights I believe the only reason they responded to you now was because they wanted to take credit for something they had no involvement in resolving This company needs to be accountable for the actions and not disregard consumers when they attempt to resolve situations they created They are wasting a lot of my time and now your time trying to resolve an issue with me that should have taken five minutes Thank you again for your assistance in the matter Best Regards, [redacted] Psthere are six pages of attachments
To Whom It May Concern, While I agree with the customer completely that there was a lack of communication, there was a person working on her case during this timeI apologize that no one got back to her and we will certainly handle that issue internallyAs for the customers check, we did in fact receive it and have held it until we could figure out what client it belonged toWe have since realized the error and signed the check over to [redacted] and mailed it to herShe should see it in the mail any day next weekShould [redacted] have any further questions I would be more than happy to answer themI hope this alleviates her concerns
To whom it may concern, We apologize for the problems that the customer experiencedIf the unit had a service issue they come with a warranty for this particular reasonUnfortunatley we have to provide service before a replacement can be approved by the manufacture to exchange The product is covered for repairs one year under parts & serviceWe made a call to the manufacture on the customer's behalf and obtained an authorization to exchange the unitWe have exchanged the unit for the customerThe exchange was done on 9/6/To our knowledge the customer is satisfied If there is anything else I can provide please let me know Kind regards, Dianne K [redacted] Customer service representitive Gerhard's Inc###-###-####
To Whom It May Concern, While I can certainly appreciate the trouble the customer has had with their appliance, we are not exchanging itThe manufacturer is the only source that can authorize and exchange, it is the reason they provide a manufacturer warranty for the unit, that warranty entails it will be repaired if there is any problem with the unitWe can certainly complete the repair, if the customer feels more comfortable have factory [redacted] service come out, I will happily arrange that insteadSincerely, Sonia K [redacted]
This is beyond ridiculousWe never received a new unit from *** because we already replaced his unit with one we ordered in from the distributor*** cancelled his order for a new unit because *** never told them we had already replaced it, they thought they were exchanging the original unitPlease feel free to speak to *** *** from *** @ ###-###-#### who will confirm this, she is the person who authorized the replacement we did! **Gerhard told *** to deal with *** directly, that means he has to call them to have the door put onThis is common senseWe received a scrap authorization to exchange this unit meaning *** credited Gerhard's for the original unit we replacedWe did not receive a third unit inI am stating again, this mans information is badly skewedWe were originally going to give him a refund until he became verbally abusive on the phone and via emailHe has now gone to several social media site and blackened our name with these exaggerated storiesWe will not respond any longerWe have actually physically shown evidence for each or our statementsThis needs to be over
From:
#ffffff letter-spacing: normal">Revdex.com of Metro Washington DC Date: Wed, Mar 5, at 4:PMSubject: Fwd: omplaint-Gerhards ApplianceTo: *** ***
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From: ***
Date: Mon, Mar 3, at 8:PM
Subject: omplaint-Gerhards Appliance
To: [email protected] I ran out of spaceI think it is important that I advise you of newly uncovered facts*** called me to tell me my new refrigerator was in as the distributor did not have new units in stock....but they Gerhards claim they delivered me a new unit ? How is this possible ? They did not have one available
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