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Complaint: ***
I am rejecting this response because: it does not AT ALL address the issue of the complaint and they have not offered ANYTHING to remedy the current situation The appliances are exactly years old, not years old The last time I checked, a lifetime of an appliance isn't years - it's 10, and much longer in most cases with well-made products The appliances sold to us by Gerhards have been breaking since day 1, and are continuously problematic We are STILL waiting to get the dishwasher fixed - it has been weeks since the original phone call to Gerhards I called last week to check on the status and was informed that the parts have arrived but the earliest anyone could come out is this Wed Note that it was ME who had to make the call to them to check on the status - no one reached out to let me know that the parts are here and to make an appointment to come out and fix it I don't think three weeks is a reasonable amount of time to wait to get an issue resolved when you have a service contract Nor do I think over two months is a reasonable amount of time - which is how long we had to wait to get our fridge fixed in December Gerhards has failed to meet any reasonable expectations that a service contract should provide - if we are paying for "insurance" on our appliances, we should get them fixed in a reasonable time frame, not in a matter of many weeks or months.Additionally, I reject and resent the notion that our appliances are breaking because of misuse The first issue with the dishwasher happened within a month or two of installation The microwave door handle peeled off entirely within two months of installation The plastic panel that covers the vent on the microwave is NEVER touched and yet it fell off because the screws rotted off - screws that no one in my family can see or reach The freezer and dishwasher are used in a completely manner, the way any family would use them and our children never even touch the appliances Gerhards has sold us absolute junk and has been absolutely TERRIBLE about servicing it, despite the fact that we're continuously and promptly paying for a service contract with them They have once again demonstrated incompetence because we have been without a working dishwasher for three weeks (and god knows how much longer we'll be waiting) To add insult to injury, their management is ENTIRELY IMPOSSIBLE TO REACH I have called on numerous occasions, asking to speak with a manager, only to be told that one is not available and will call me back I am still waiting for that call, just like I'm still waiting for a response to my written complaint to the manager in December, and just like I'm still waiting for a working dishwasher For additional reference, I am attaching an email complaint that we sent to them in December 2014, with a one-line response from an admin that she will forward it to the manager (that's the only thing we ever heard from them on this topic) This will give you an idea of their pattern of behavior towards us I can't imagine any other legitimate business ignoring an email like that without at least speaking to the customer and trying to understand the issue Their response to this complaint is completely unacceptable, though not surprising, since they have failed to address any issues that we have brought up to them in the past three and a half years We have tried to give them a chance and deal with them directly, but have gotten nowhere, which is why we felt the need to get the Revdex.com involved We sincerely hope that something can be done to address Gerhards' awful and misleading business practices, and to get them to treat us fairly.Regards,
*** ***
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 *** appliances*** 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 *** 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 *** was going to send another service company out but the customer was asking for a new unit from ***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 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: ***
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,
*** ***
To Whom It May Concern,
I was sorry to hear of the ongoing issues with deliveryIt is our understanding that service contracts were offered to the customer as compensation for the inconvenience to themI have written the contracts up and enclosed the saleI am also mailing copies directly to the customer along with the pertinent information neededI would like to assure **and *** *** that we are consistently striving to perfect our customer service and communication skills to the best of our availabilityPlease feel free to contact me with any further questionsSincerely,
*** ***
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 *** service come out, I will happily arrange that insteadSincerely,
Sonia K***
[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: ***
I am rejecting this response because:
I CAN UNDERSTAND THE RESPONSE FROM GERHARD'S, BUT NONETHELESS I HAVE ALSO SPOKEN TO MR*** AND EACH TIME HEPROMISES TO COME BACK TO COMPLETE THE JOB, BUT NEVER SHOWS UP OR CALLS US BACK.I DID FIND THE WORK THAT HE DID DO SO FAR WAS VERY SATISFACTORY AND HE WAS A VERY CONGENIAL PERSON, BUT THAT DOES NOT GIVE US A COMPLETED INSTALLATION OF OUR SUB-ZERO THAT WE PAID ABOUT TO GERHARD'S FOR PLUS ANOTHER TO MR.C***.FORINSTALLING IT !WE ARE REASONABLE PEOPLE, BUT AFTER ALL, WAITING ALMOST MONTHS, AND HAVING TO SPEND OUR TIME WITH EMAILS AND PHONE CALLS TO BOTH GERHARD'S AND MRC*** IS NOT WHAT WE BARGAINED FOR OR EXPECTED FROM GERHARD'S WHERE WE ARE GOOD CUSTOMERS BECAUSE WE ALSO PURCHASED A WASHER AND DRYER FROM THEM A FEW MONTHS PREVIOUSLY !IS THERE ANYTHING FURTHER THAT YOU CAN DO TO ASSIST US WITH THIS FRUSTRATING SITUATION ??*** ***
Regards,
*** ***
The customers complaint is that her appliances were not functioning, the answer to that it to have serviceService will correct the issue and replace a part as neededParts take up to business days to arrive, this is something we have no control overOften times, it will take up to a week to set a service date, the customer is correct, and we have done comparisons to make sure that we are on par with other service companies and they have the same exact wait timeWhat I am reading here is the customer has several appliance and has had a issue with each one, we do not make these appliances the factories do, had she bought them at any other store she would still have this problem with no in house service team to address the issuesWe stand by our clients and that is the reason we have been able to stay in business as a family run organization in a corporate world. The customer was at no point accused of misuse, I simply stated that this often causes ongoing issues such as the ones they have experiencedI will reiterate, service will continue and the unit will be repairedI am aware that the customer is already scheduled for service, that being said , the wheels are already in motion to complete the repairThat the correct course of actionIf service was not met in a timely manner previously I do apologize, this may have been due to the fact that the holidays were upon us and that always sets a back a bitI assure all involved it is our only goal to make sure our customers leave us satisfied.Thank You,Sonia K***
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 yearsSincerely,
Sonia K***
[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: ***
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 " *** *** 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 *** *** and GerhardsNeither returned my callsI called ***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 *** Gerhard and *** 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 ***They told *** 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 ***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,
*** ***
I am truly sorry that this case has come to this pointI am fully aware of the issues with this customer and the inability to satisfy him*** ordered a refrigerator from us and consistently called about a noise issueWe sent four different service men out, none of whom could verify a noise of any kindWe set up factory service to go out when the customer called again because we never found an issueFactory went and said it needed a part but never called the customer back and never installed a partThe customer called and asked us to intercede on his behalf and we made several attempts to get in touch with these peopleWe never heard backI called *** on the customers behalf and they informed me the unit was up for review for an exchangeI called the customer back to tell him this and left a voice mailSomehow that was construed as trying to take credit for the work the customer apparently did with the manufacturer directlyWe then replaced the unit for a brand new oneBecause there was packing material inside the unit the customer insisted it was usedWe reiterated we do not sell used units but he did not believe usHe also stated there was a scratch on the handle for which we offered to replace the door, this is procedure for any cosmetic damage
*** began to leave phone messages with obscenities in them going so far as to call our employees "***" as well as writing several inappropriate emailsHe then began to go on social medial and lie about the course of actionsI am enclosing copies of all of thisWe have told him that from this point forward he will have to deal with the manufacturer directlyWe will not do any further business with this manIt is unfortunate and we never tell customers to go elsewhere but he left us no recourse
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
I had an LG washer installed yesterday that I purchased in Doylestown Washer is fine, but installer disconnected my dryer vent when he moved it Calls to service dept and sales dept get no response As a senior I am unable to fix this myself
To Whom It May Concern, I am sorry to hear that the customer is having this ongoing issueWhile it is certainly true that Gerhard's sold the appliance, it is an independent contractor that the customer had out to her homeAs she previously stated she paid the contractor an additional
$directlyWe have contacted him and he stated that he is contacting the customer directly to finish the jobHis company is called *** *** and his telephone number is ###-###-####While we will help in any way we can we do not control the contractors that we refer the work to. Sincerely,Sonia K***
Gerhard's understands the need to stand behind their sales and we do this to the best of our abilityWe have contacted *** *** as previously stated and he assures us that he is in fact getting the job completed and in touch with the clientHe is very good at his job and that is the reason he is referred to our clienteleWe will continue to act as liaison between the customer and her contractor as long as need be, however, we don't ave the power to force him to their home by a certain date and timeHe is not under our employI hope this helps to clarify the situation.Thank You
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***
Customer Service representivie
Gerhard's Inc###-###-#### opt.#*
From:
CXCSRSescalationRetGrtLakes@*** [mailto:CXCSRSescalationRetGrtLakes@***.com]
Sent: Tuesday, December 15, 9:AMTo: Dawn V*** Cc: **@gerhardsinc.com
Subject: RE: customer issue *** {SrvReqNo:[***]}
Hello,
Please use ***
Parts and labor coverage for repair*** ***
*** Corporation
Original Text
From:
Dawn V***
To:
CXCSRSescalationRetGrtLakes@***
CC:
**
@gerhardsinc.com
Sent:
12/14/13:20:
Subject:
customer issue ***
Good morning,
I am writing on behalf of our customer *** ***
*** *** purchased a *** refrigerator September 4, 2014.
*** *** began having issues with the refrigerator days after it was
delivered. I have attached copies of the service calls to this
email.
** *** 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:
*** ***
*** *** *** **
Havertown, PA ***
###-###-####
###-###-####
Model # ***
Serial # ***
Purchase date: 9/4/
Service History:
9/10/14:
icemaker not working
Found wire disconnect from door, corrected
1/12/15
icemaker spraying water inside freezer, not making ice
Replaced icemaker and water valve
7/23/15
icemaker spraying water all over freezer
replaced valve, optics cover, and spring
8/22/15
icemaker not working
Cycled icemaker
12/2/15
icemaker not working
Inlet valve and icemaker fill tube per tech line
12/17/15
not making ice
Thank you for your help!
Dawn
Worse maintenance service ever experienced Since Sep 2015, we have had five scheduled service calls to resolve a detergent and fabric softener dispensing issue with our GE clothes washerTwo of these scheduled visits were no showsWe wasted five days of our busy timeWe are waiting on our sixth maintenance service call nowWould not recommend doing business with Gerhard's
I ordered the washer and dryer special for $back in November I had to pay an extra $for the gas dryerWhen I went to the property I realized that there wasn't a gas line hook up so I called back to get the electric dryer insteadThe delivery was supposed to come that Saturday between 2-pm, The delivery dispatcher called around and said that they were behind, but they were still comingI waited at that property until in the morning sitting in a cold living room with no heat, water or food just for them not to show up or give me a call Sunday morning I called them to discuss this issues they said we don't know why they didn't come and attempted to reschedule basically not caringThe reschedule was done for the following SaturdayThe following Saturday came and they said due to the weather they were not coming and all their delivery men called outI snapped out because once again I'm missing work and sitting in a cold houseI requested to speak to a manager and they had the sales rep call me back to apologize and stated that they might make an exception and come on SundayMight? that was not the answer I was looking forI stated that they need to get definite information and call me backOn Sunday the washer and dryer was finally delivered outside of the four hour window guaranteed with no late or curtsy callThe wrong dryer was delivered (Gas) and my wash machine had a big dent in the frontI called and spoke with my sales man asking for a compensation due to all that I've went throughHe said I can give you $I said excuse me...he chuckled and said well miss you only paid for the washer (very unprofessional!) at that point I told them to come get it all I didn't want it and I was expecting a full refundthey scheduled pick up 4-timeseach time was an excuse times were no calls no shows, one time they came after the guaranteed window so no one was available and a few times they cancelledI requested to speak to a Gerhard directly and they always pushed me to the voicemail or stated he just left or told me what he was going to sayFinally they picked up the washer 1/7/after not even calling me to confirm pick upI had to call up there Saturday and ask for a time and date which I was then being told by the person who picked up the phone I don't know whats going on I'm just stepping in for delivery todayi had to wait until Monday morning to call and request a refund which will take 3-more exaggerated daysI am unhappy with this business in general and I never wish to shop at this unprofessional business againand I wont be referring anyone to this businessI missed so many days of work and inconvenienced the people willing to sit at my house and wait for a delivery that never showed or the never wanted to pick up!
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
Keala Tyler
2:PM (hours ago)
to me
** ***
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, *** 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 *** 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 *** 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,
*** ** ***
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 issuesWe are addressing the issue of lack of communication internally and *** *** is aware of thisI contacted GE on *** ***'s behalf and they
have agreed to give us a return authorization for the unitOnce we receive this we will then issue a refund to *** *** so that she may proceed with purchasing a new unitOur main goal here was to get the customer as satisfied as possible after her bad experiencesShould she have any further questions I would be happy to address themI hope this helps assure *** *** 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: ***
I am rejecting this response because: it does not AT ALL address the issue of the complaint and they have not offered ANYTHING to remedy the current situation The appliances are exactly years old, not years old The last time I checked, a lifetime of an appliance isn't years - it's 10, and much longer in most cases with well-made products The appliances sold to us by Gerhards have been breaking since day 1, and are continuously problematic We are STILL waiting to get the dishwasher fixed - it has been weeks since the original phone call to Gerhards I called last week to check on the status and was informed that the parts have arrived but the earliest anyone could come out is this Wed Note that it was ME who had to make the call to them to check on the status - no one reached out to let me know that the parts are here and to make an appointment to come out and fix it I don't think three weeks is a reasonable amount of time to wait to get an issue resolved when you have a service contract Nor do I think over two months is a reasonable amount of time - which is how long we had to wait to get our fridge fixed in December Gerhards has failed to meet any reasonable expectations that a service contract should provide - if we are paying for "insurance" on our appliances, we should get them fixed in a reasonable time frame, not in a matter of many weeks or months.Additionally, I reject and resent the notion that our appliances are breaking because of misuse The first issue with the dishwasher happened within a month or two of installation The microwave door handle peeled off entirely within two months of installation The plastic panel that covers the vent on the microwave is NEVER touched and yet it fell off because the screws rotted off - screws that no one in my family can see or reach The freezer and dishwasher are used in a completely manner, the way any family would use them and our children never even touch the appliances Gerhards has sold us absolute junk and has been absolutely TERRIBLE about servicing it, despite the fact that we're continuously and promptly paying for a service contract with them They have once again demonstrated incompetence because we have been without a working dishwasher for three weeks (and god knows how much longer we'll be waiting) To add insult to injury, their management is ENTIRELY IMPOSSIBLE TO REACH I have called on numerous occasions, asking to speak with a manager, only to be told that one is not available and will call me back I am still waiting for that call, just like I'm still waiting for a response to my written complaint to the manager in December, and just like I'm still waiting for a working dishwasher For additional reference, I am attaching an email complaint that we sent to them in December 2014, with a one-line response from an admin that she will forward it to the manager (that's the only thing we ever heard from them on this topic) This will give you an idea of their pattern of behavior towards us I can't imagine any other legitimate business ignoring an email like that without at least speaking to the customer and trying to understand the issue Their response to this complaint is completely unacceptable, though not surprising, since they have failed to address any issues that we have brought up to them in the past three and a half years We have tried to give them a chance and deal with them directly, but have gotten nowhere, which is why we felt the need to get the Revdex.com involved We sincerely hope that something can be done to address Gerhards' awful and misleading business practices, and to get them to treat us fairly.Regards,
*** ***
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 *** appliances*** 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 *** 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 *** was going to send another service company out but the customer was asking for a new unit from ***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 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: ***
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,
*** ***
To Whom It May Concern,
I was sorry to hear of the ongoing issues with deliveryIt is our understanding that service contracts were offered to the customer as compensation for the inconvenience to themI have written the contracts up and enclosed the saleI am also mailing copies directly to the customer along with the pertinent information neededI would like to assure **and *** *** that we are consistently striving to perfect our customer service and communication skills to the best of our availabilityPlease feel free to contact me with any further questionsSincerely,
*** ***
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 *** service come out, I will happily arrange that insteadSincerely,
Sonia K***
[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: ***
I am rejecting this response because:
I CAN UNDERSTAND THE RESPONSE FROM GERHARD'S, BUT NONETHELESS I HAVE ALSO SPOKEN TO MR*** AND EACH TIME HEPROMISES TO COME BACK TO COMPLETE THE JOB, BUT NEVER SHOWS UP OR CALLS US BACK.I DID FIND THE WORK THAT HE DID DO SO FAR WAS VERY SATISFACTORY AND HE WAS A VERY CONGENIAL PERSON, BUT THAT DOES NOT GIVE US A COMPLETED INSTALLATION OF OUR SUB-ZERO THAT WE PAID ABOUT TO GERHARD'S FOR PLUS ANOTHER TO MR.C***.FORINSTALLING IT !WE ARE REASONABLE PEOPLE, BUT AFTER ALL, WAITING ALMOST MONTHS, AND HAVING TO SPEND OUR TIME WITH EMAILS AND PHONE CALLS TO BOTH GERHARD'S AND MRC*** IS NOT WHAT WE BARGAINED FOR OR EXPECTED FROM GERHARD'S WHERE WE ARE GOOD CUSTOMERS BECAUSE WE ALSO PURCHASED A WASHER AND DRYER FROM THEM A FEW MONTHS PREVIOUSLY !IS THERE ANYTHING FURTHER THAT YOU CAN DO TO ASSIST US WITH THIS FRUSTRATING SITUATION ??*** ***
Regards,
*** ***
The customers complaint is that her appliances were not functioning, the answer to that it to have serviceService will correct the issue and replace a part as neededParts take up to business days to arrive, this is something we have no control overOften times, it will take up to a week to set a service date, the customer is correct, and we have done comparisons to make sure that we are on par with other service companies and they have the same exact wait timeWhat I am reading here is the customer has several appliance and has had a issue with each one, we do not make these appliances the factories do, had she bought them at any other store she would still have this problem with no in house service team to address the issuesWe stand by our clients and that is the reason we have been able to stay in business as a family run organization in a corporate world. The customer was at no point accused of misuse, I simply stated that this often causes ongoing issues such as the ones they have experiencedI will reiterate, service will continue and the unit will be repairedI am aware that the customer is already scheduled for service, that being said , the wheels are already in motion to complete the repairThat the correct course of actionIf service was not met in a timely manner previously I do apologize, this may have been due to the fact that the holidays were upon us and that always sets a back a bitI assure all involved it is our only goal to make sure our customers leave us satisfied.Thank You,Sonia K***
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 yearsSincerely,
Sonia K***
[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: ***
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 " *** *** 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 *** *** and GerhardsNeither returned my callsI called ***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 *** Gerhard and *** 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 ***They told *** 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 ***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,
*** ***
I am truly sorry that this case has come to this pointI am fully aware of the issues with this customer and the inability to satisfy him*** ordered a refrigerator from us and consistently called about a noise issueWe sent four different service men out, none of whom could verify a noise of any kindWe set up factory service to go out when the customer called again because we never found an issueFactory went and said it needed a part but never called the customer back and never installed a partThe customer called and asked us to intercede on his behalf and we made several attempts to get in touch with these peopleWe never heard backI called *** on the customers behalf and they informed me the unit was up for review for an exchangeI called the customer back to tell him this and left a voice mailSomehow that was construed as trying to take credit for the work the customer apparently did with the manufacturer directlyWe then replaced the unit for a brand new oneBecause there was packing material inside the unit the customer insisted it was usedWe reiterated we do not sell used units but he did not believe usHe also stated there was a scratch on the handle for which we offered to replace the door, this is procedure for any cosmetic damage
*** began to leave phone messages with obscenities in them going so far as to call our employees "***" as well as writing several inappropriate emailsHe then began to go on social medial and lie about the course of actionsI am enclosing copies of all of thisWe have told him that from this point forward he will have to deal with the manufacturer directlyWe will not do any further business with this manIt is unfortunate and we never tell customers to go elsewhere but he left us no recourse
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
I had an LG washer installed yesterday that I purchased in Doylestown Washer is fine, but installer disconnected my dryer vent when he moved it Calls to service dept and sales dept get no response As a senior I am unable to fix this myself
To Whom It May Concern, I am sorry to hear that the customer is having this ongoing issueWhile it is certainly true that Gerhard's sold the appliance, it is an independent contractor that the customer had out to her homeAs she previously stated she paid the contractor an additional
$directlyWe have contacted him and he stated that he is contacting the customer directly to finish the jobHis company is called *** *** and his telephone number is ###-###-####While we will help in any way we can we do not control the contractors that we refer the work to. Sincerely,Sonia K***
Gerhard's understands the need to stand behind their sales and we do this to the best of our abilityWe have contacted *** *** as previously stated and he assures us that he is in fact getting the job completed and in touch with the clientHe is very good at his job and that is the reason he is referred to our clienteleWe will continue to act as liaison between the customer and her contractor as long as need be, however, we don't ave the power to force him to their home by a certain date and timeHe is not under our employI hope this helps to clarify the situation.Thank You
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***
Customer Service representivie
Gerhard's Inc###-###-#### opt.#*
From:
CXCSRSescalationRetGrtLakes@*** [mailto:CXCSRSescalationRetGrtLakes@***.com]
Sent: Tuesday, December 15, 9:AMTo: Dawn V*** Cc: **@gerhardsinc.com
Subject: RE: customer issue *** {SrvReqNo:[***]}
Hello,
Please use ***
Parts and labor coverage for repair*** ***
*** Corporation
Original Text
From:
Dawn V***
To:
CXCSRSescalationRetGrtLakes@***
CC:
**
@gerhardsinc.com
Sent:
12/14/13:20:
Subject:
customer issue ***
Good morning,
I am writing on behalf of our customer *** ***
*** *** purchased a *** refrigerator September 4, 2014.
*** *** began having issues with the refrigerator days after it was
delivered. I have attached copies of the service calls to this
email.
** *** 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:
*** ***
*** *** *** **
Havertown, PA ***
###-###-####
###-###-####
Model # ***
Serial # ***
Purchase date: 9/4/
Service History:
9/10/14:
icemaker not working
Found wire disconnect from door, corrected
1/12/15
icemaker spraying water inside freezer, not making ice
Replaced icemaker and water valve
7/23/15
icemaker spraying water all over freezer
replaced valve, optics cover, and spring
8/22/15
icemaker not working
Cycled icemaker
12/2/15
icemaker not working
Inlet valve and icemaker fill tube per tech line
12/17/15
not making ice
Thank you for your help!
Dawn
Worse maintenance service ever experienced Since Sep 2015, we have had five scheduled service calls to resolve a detergent and fabric softener dispensing issue with our GE clothes washerTwo of these scheduled visits were no showsWe wasted five days of our busy timeWe are waiting on our sixth maintenance service call nowWould not recommend doing business with Gerhard's
I ordered the washer and dryer special for $back in November I had to pay an extra $for the gas dryerWhen I went to the property I realized that there wasn't a gas line hook up so I called back to get the electric dryer insteadThe delivery was supposed to come that Saturday between 2-pm, The delivery dispatcher called around and said that they were behind, but they were still comingI waited at that property until in the morning sitting in a cold living room with no heat, water or food just for them not to show up or give me a call Sunday morning I called them to discuss this issues they said we don't know why they didn't come and attempted to reschedule basically not caringThe reschedule was done for the following SaturdayThe following Saturday came and they said due to the weather they were not coming and all their delivery men called outI snapped out because once again I'm missing work and sitting in a cold houseI requested to speak to a manager and they had the sales rep call me back to apologize and stated that they might make an exception and come on SundayMight? that was not the answer I was looking forI stated that they need to get definite information and call me backOn Sunday the washer and dryer was finally delivered outside of the four hour window guaranteed with no late or curtsy callThe wrong dryer was delivered (Gas) and my wash machine had a big dent in the frontI called and spoke with my sales man asking for a compensation due to all that I've went throughHe said I can give you $I said excuse me...he chuckled and said well miss you only paid for the washer (very unprofessional!) at that point I told them to come get it all I didn't want it and I was expecting a full refundthey scheduled pick up 4-timeseach time was an excuse times were no calls no shows, one time they came after the guaranteed window so no one was available and a few times they cancelledI requested to speak to a Gerhard directly and they always pushed me to the voicemail or stated he just left or told me what he was going to sayFinally they picked up the washer 1/7/after not even calling me to confirm pick upI had to call up there Saturday and ask for a time and date which I was then being told by the person who picked up the phone I don't know whats going on I'm just stepping in for delivery todayi had to wait until Monday morning to call and request a refund which will take 3-more exaggerated daysI am unhappy with this business in general and I never wish to shop at this unprofessional business againand I wont be referring anyone to this businessI missed so many days of work and inconvenienced the people willing to sit at my house and wait for a delivery that never showed or the never wanted to pick up!
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
Keala Tyler
2:PM (hours ago)
to me
** ***
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, *** 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 *** 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 *** 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,
*** ** ***
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 issuesWe are addressing the issue of lack of communication internally and *** *** is aware of thisI contacted GE on *** ***'s behalf and they
have agreed to give us a return authorization for the unitOnce we receive this we will then issue a refund to *** *** so that she may proceed with purchasing a new unitOur main goal here was to get the customer as satisfied as possible after her bad experiencesShould she have any further questions I would be happy to address themI hope this helps assure *** *** that Gerhard's is committed to customer service and appreciation