I am surprised *** is stating he was never foul or abusive when I enclosed in my last statement an email from him referring to us as the most "ignorant and disgusting people as well as asking for one of the three stooges call him", this is a reference to the three owners of our companyThis is a small piece of the harassment this man has been putting our company throughI am now enclosing the four service calls where our technicians went to his home and found no problem with a noiseThe first call he spoke of was for a completely unrelated issue and months before his other calls startedWe fixed the problem by replacing a gasket and never had the issue come up againThe only reason our technician put a fan in on the fourth service call was because he also could not verify any noise but since we had been out there three previous times he hoped this would fix the noise the customer heard based on his knowledge of these unitsUnder no circumstances do we sell used appliancesWe ordered this unit in directly from the distributor in order to exchange itHe is correct in stating we did not have it in stock, it had to be orderedHis information is badly skewed and I believe his is forming opinions and presenting them as factsWe have told this customer several times that he will have to deal with *** directly from this point on because our company does not deserve this type of treatmentNo one has ever threatened this man, we have been in business for yearsIf for some strange reason his brand new unit does not function properly he will have to use his manufacturer warranty and deal with them directlyWe usually do this on our customers behalf to make their process easier and more pleasantThis is the same we previously tried to do for ***I am not sure how I could have responded to this complaint in the first place if I am not a "person", I am not sure what that comment even meantAlso I contacted *** directly @###-###-#### ex *** and spoke to a ***, I asked her why *** would say we sell used appliances and she told me she has nothing documented anywhere that this was ever told to the customer, she does however, have complaints FROM the customer insisting this must have been a used unitI am firm in the belief that no further proof could possibly be needed to show that these are untrue accusationsI respectfully ask that the previous emails and service calls be reviewed along with the information we have provided and this case be reasonably and fairly closedAt this point we are looking into either filing a civil suit for defamation of character or a legal suit for harassment
Dear *** ***,
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***
Account Specialist
Gerhard's 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: ***
I am rejecting this response because:
My position has never changedI did everything a consumer would doI was very patient during the first months of Gerhards and *** *** appliance trying to fix the unitNeedless to say this is the ridiculous partThe original unit was replaced with a damaged unit and I told *** *** at (*** this *** *** ***) immediately after it was receivedShe said she would replace the second unit with a new unitAfter week I called them and was told *** at Gerhards called them *** and said they replaced my unit and to ship the 3rd unit to them*** at Gerhards failed to tell *** the unit they delivered to me was damagedSo as Gerhards admitted they got credit for delivering a replacement unit but it was damagedSo this is the bottom line Gerhards got credit for shipping me a new unit but they shipped me a damaged unitI paid for a new unit and I have a damaged unitOn top of missing days of work which will become another day if the doors get replaced or I get the new unit I purchasedThere is no mystery hereMy position unlike Gerhards has never changedAs for going to social media and stating factsI think I am entitled to do soI can be reached by phone to talk For Gerhards to walk away from their responsibilites ...this speaks for itselfI bought a unit from them not *** or some distributor they speak ofBy the way I have lost days wages from thisThis is just not fair
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** In addition, I called Gerhard's on Monday, January and requested to speak to Gerry Gerhart, who is the head of the service department to set up a meeting between me, Gerhart's and a *** *** representative As of today, Friday, January 16, I have not received a phone call backI placed another call to Sonia K***, whose name was on the response complaintAgain, I asked for a meeting, but she refused to set it up, saying that she could only get either their technician or a certified *** *** technician to service the appliance In addition, she informed me that there needs to be service calls before *** *** would consider replacing the item and despite the fact that I have now set aside days of my time to have this addressed, it does not count as a "service call" until the service is completed, and since this is a "new" unit (having replaced the former unit), I now need to have service calls before *** *** will consider replacement.
I decided to (once again) set up a time for service, this time with the *** *** technician I await Sonia's return call for a scheduling date However, I find it extremely frustrating that I have to set aside days of my time for each service call and have now invested at least a dozen days over the last years for repairs on two different units, both having the same issuesFurthermore, I will need to have at least more service visits, an additional days of my time, before replacement In addition, the units have only worked properly for, at best, a year out of the two years since installation causing additional frustration each time I prepare a mealI have been extremely patient over the last two years in dealing with this issue I am no longer patient, just angry at Gerharts for refusing to stand by products that they sellI am sure I am not the only person who has had an issue with this appliance As a dealership that sells *** ***, I am sure they have some ability to address *** *** on behalf of the consumer when a product does not meet expectations to get issues resolved It is mind boggling that the service manager and part owner does not return calls, nor ask anyone to return calls on his behalf to address these issuesIt is further mind-boggling that, even if they do not want to deal with the issue, they would refuse to set up a meeting between the representative of *** *** and the customerPlease advise me as to how many complaints have been filed with the Revdex.com regarding Gerharts Appliances It is hard to believe that I would be the only one We went there specifically because they were a local and family owned vendor, not a big box store and expected to be treated as valued customers The reality has been quite the opposite
Regards,
*** ***
[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 HE
PROMISES TO COME BACK TO COMPLETE THE JOB, BUT NEVER SHOWS UP OR CALLS US BACKI 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***.FOR
INSTALLING 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,
*** ***
HiI CAN'T ACCEPT AT THIS TIME AND HERE'S WHY: THERE'S A HUGE PROBLEM IN THAT THE BANK WON'T ACCEPT THE CHECK- please see below
They did send the check to me and I received it today,and I just got off the phone with my bank- MY BANK WILL NOT ACCEPT IT, so it's useless to me. Here's the issue: They took the original check that IS PAYABLE TO GERHARD's INCand Gerold G*** signed the back and wrote in script: "pay to the order of *** *** *** ***, Gerhards Inc Approved'- Well, my bank does not accept this type of a check for a few reasons
because it's written to Gerhard's and not to me and when someone "signs over a check" my bank requires that they accompany me to the bank and go to the teller with me and show their photo ID in order for them to accept this
because it's now a 3rd party check- because he wrote "payable to *** * *** ***". *** *** is my grown son who lives in an entirely different state and we are not joint account holders so, now it's a 3rd party check and my bank does not permit 3rd party checks [it needs to be written to either me or to *** ***- not to both of us................]
SO I need for GERHARD's to cut ME a replacement check [or if they won't cut it to ME, then instead of cutting to me, they will need to cut it to MY SON, *** ***]Can you please help me get this fixed? PLEASE? and thank you
[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:Regards,*** ***
1/12/15To Whom it May Concern,We originally received notice of *** ***'s issue when he called the store to report he had not received the productThe reason for the delay was that we received notification from *** ** that the unit was delivered and there was no mention of a returnWe
were not able to process any refund for the customer until we located the actual productOnce we (Gerhard's) had the unit back in our possession, the customer was refunded via his Amazon accountI apologize for any inconvenience this may have caused the customer.Sincerely,Sonia K
To Whom It May Concern,
I do realize that there has been a lack of communication here and for that I truly apologizeHowever, if appliances are on back order it is not something we have any control overThe appliances get ordered from a
distributor who then releases them to usIf a manufacturer is out of stock we the retailer do not always become alerted quickly. In reference to the delivery charge, our website does offer free delivery for orders over $but that is only for clients located outside of PAIt is stated on our website as wellThat free delivery also only pertains to curb side drop off, *** *** had the units brought into his home and set in place. We are not going to reimburse *** *** for the rent he lost, this is not how business operates in any circumstancesI can say that the units he purchased were from Italy and often take time to shipI truly apologize that there was a delay and everyday we make changes to try to improve our business so instances like this do not occur often. Sincerely,
Gerhard's Inc
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
While I do not agree with the company and their denial of avoiding me and lying to me, I just want to be done with the whole situation.
Thank you for your assistance, I do appreciate it.
Revdex.com:
Regards,
*** ***
To Whom It May Concern,
As previously stated, we received credit for the unit we replaced because we paid for it ahead of timeThis is a processThe door has a scratch! There is no damage to this unit other than a scratch*** can go through *** and have them replace the doors for him as we have always saidWe will not work with this man any longer and have every right to refuse toHe has a brand new unit, and the doors will be replaced by factory service leaving him with exactly what he paid forA legal suit is being pursued against *** for harassment due to all that has transpiredWe will no longer respond to these any longer
Thank You
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***
To Whom It May Concern,
According to my accounting department the reason the customer had a bill on her account is because she cashed both checksThe one she was supposed to mail back to us and the new one we sent herLeaving her with $to muchMy understanding is that situation was worked out and the bill to the customer was removed from her account as of last months billing cycleThere should be no other billing coming to the clientSincerely,
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: ***
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 monthsAdditionally, 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 fairlyRegards,
*** ***
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 satisfiedThank You,
Sonia K***
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***
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 us. The customer had a authorized contractor which Gerhard's suggested to him to install the unit in 2014 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 *** *** says he made or who he spoke to which we would keep records of on his customer file. Our service manager Rich J*** and Dawn in the service department spoke with the customer on this matter and explained our position prior to the original installer Brian calling *** *** 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***
[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 has been almost a month since the phone call with MsK*** and I have not heard from *** 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 *** technician will be scheduled to service the applianceWill they call *** 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,
*** *** ***
This appliance is an exchanged unit, it is not two years oldI contacted *** and will certainly do so again, I apologize if *** *** was not contacted but that is not something our company has control over, I can only act a a mediator between the twoIf *** *** would like, she can also call and they will schedule an appointment with her directly since she can then choose her date and timeThe *** number is ***-*** (***)In the meantime, I will also send an email to our rep there in the hopes this will be accomplished more expedientlyThank You
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 questions.Sincerely,
*** ***
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 situationThank You
I am surprised *** is stating he was never foul or abusive when I enclosed in my last statement an email from him referring to us as the most "ignorant and disgusting people as well as asking for one of the three stooges call him", this is a reference to the three owners of our companyThis is a small piece of the harassment this man has been putting our company throughI am now enclosing the four service calls where our technicians went to his home and found no problem with a noiseThe first call he spoke of was for a completely unrelated issue and months before his other calls startedWe fixed the problem by replacing a gasket and never had the issue come up againThe only reason our technician put a fan in on the fourth service call was because he also could not verify any noise but since we had been out there three previous times he hoped this would fix the noise the customer heard based on his knowledge of these unitsUnder no circumstances do we sell used appliancesWe ordered this unit in directly from the distributor in order to exchange itHe is correct in stating we did not have it in stock, it had to be orderedHis information is badly skewed and I believe his is forming opinions and presenting them as factsWe have told this customer several times that he will have to deal with *** directly from this point on because our company does not deserve this type of treatmentNo one has ever threatened this man, we have been in business for yearsIf for some strange reason his brand new unit does not function properly he will have to use his manufacturer warranty and deal with them directlyWe usually do this on our customers behalf to make their process easier and more pleasantThis is the same we previously tried to do for ***I am not sure how I could have responded to this complaint in the first place if I am not a "person", I am not sure what that comment even meantAlso I contacted *** directly @###-###-#### ex *** and spoke to a ***, I asked her why *** would say we sell used appliances and she told me she has nothing documented anywhere that this was ever told to the customer, she does however, have complaints FROM the customer insisting this must have been a used unitI am firm in the belief that no further proof could possibly be needed to show that these are untrue accusationsI respectfully ask that the previous emails and service calls be reviewed along with the information we have provided and this case be reasonably and fairly closedAt this point we are looking into either filing a civil suit for defamation of character or a legal suit for harassment
Dear *** ***,
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***
Account Specialist
Gerhard's 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: ***
I am rejecting this response because:
My position has never changedI did everything a consumer would doI was very patient during the first months of Gerhards and *** *** appliance trying to fix the unitNeedless to say this is the ridiculous partThe original unit was replaced with a damaged unit and I told *** *** at (*** this *** *** ***) immediately after it was receivedShe said she would replace the second unit with a new unitAfter week I called them and was told *** at Gerhards called them *** and said they replaced my unit and to ship the 3rd unit to them*** at Gerhards failed to tell *** the unit they delivered to me was damagedSo as Gerhards admitted they got credit for delivering a replacement unit but it was damagedSo this is the bottom line Gerhards got credit for shipping me a new unit but they shipped me a damaged unitI paid for a new unit and I have a damaged unitOn top of missing days of work which will become another day if the doors get replaced or I get the new unit I purchasedThere is no mystery hereMy position unlike Gerhards has never changedAs for going to social media and stating factsI think I am entitled to do soI can be reached by phone to talk For Gerhards to walk away from their responsibilites ...this speaks for itselfI bought a unit from them not *** or some distributor they speak ofBy the way I have lost days wages from thisThis is just not fair
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** In addition, I called Gerhard's on Monday, January and requested to speak to Gerry Gerhart, who is the head of the service department to set up a meeting between me, Gerhart's and a *** *** representative As of today, Friday, January 16, I have not received a phone call backI placed another call to Sonia K***, whose name was on the response complaintAgain, I asked for a meeting, but she refused to set it up, saying that she could only get either their technician or a certified *** *** technician to service the appliance In addition, she informed me that there needs to be service calls before *** *** would consider replacing the item and despite the fact that I have now set aside days of my time to have this addressed, it does not count as a "service call" until the service is completed, and since this is a "new" unit (having replaced the former unit), I now need to have service calls before *** *** will consider replacement.
I decided to (once again) set up a time for service, this time with the *** *** technician I await Sonia's return call for a scheduling date However, I find it extremely frustrating that I have to set aside days of my time for each service call and have now invested at least a dozen days over the last years for repairs on two different units, both having the same issuesFurthermore, I will need to have at least more service visits, an additional days of my time, before replacement In addition, the units have only worked properly for, at best, a year out of the two years since installation causing additional frustration each time I prepare a mealI have been extremely patient over the last two years in dealing with this issue I am no longer patient, just angry at Gerharts for refusing to stand by products that they sellI am sure I am not the only person who has had an issue with this appliance As a dealership that sells *** ***, I am sure they have some ability to address *** *** on behalf of the consumer when a product does not meet expectations to get issues resolved It is mind boggling that the service manager and part owner does not return calls, nor ask anyone to return calls on his behalf to address these issuesIt is further mind-boggling that, even if they do not want to deal with the issue, they would refuse to set up a meeting between the representative of *** *** and the customerPlease advise me as to how many complaints have been filed with the Revdex.com regarding Gerharts Appliances It is hard to believe that I would be the only one We went there specifically because they were a local and family owned vendor, not a big box store and expected to be treated as valued customers The reality has been quite the opposite
Regards,
*** ***
[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 HE
PROMISES TO COME BACK TO COMPLETE THE JOB, BUT NEVER SHOWS UP OR CALLS US BACKI 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***.FOR
INSTALLING 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,
*** ***
HiI CAN'T ACCEPT AT THIS TIME AND HERE'S WHY: THERE'S A HUGE PROBLEM IN THAT THE BANK WON'T ACCEPT THE CHECK- please see below
They did send the check to me and I received it today,and I just got off the phone with my bank- MY BANK WILL NOT ACCEPT IT, so it's useless to me. Here's the issue: They took the original check that IS PAYABLE TO GERHARD's INCand Gerold G*** signed the back and wrote in script: "pay to the order of *** *** *** ***, Gerhards Inc Approved'- Well, my bank does not accept this type of a check for a few reasons
because it's written to Gerhard's and not to me and when someone "signs over a check" my bank requires that they accompany me to the bank and go to the teller with me and show their photo ID in order for them to accept this
because it's now a 3rd party check- because he wrote "payable to *** * *** ***". *** *** is my grown son who lives in an entirely different state and we are not joint account holders so, now it's a 3rd party check and my bank does not permit 3rd party checks [it needs to be written to either me or to *** ***- not to both of us................]
SO I need for GERHARD's to cut ME a replacement check [or if they won't cut it to ME, then instead of cutting to me, they will need to cut it to MY SON, *** ***]Can you please help me get this fixed? PLEASE? and thank you
[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:Regards,*** ***
1/12/15To Whom it May Concern,We originally received notice of *** ***'s issue when he called the store to report he had not received the productThe reason for the delay was that we received notification from *** ** that the unit was delivered and there was no mention of a returnWe
were not able to process any refund for the customer until we located the actual productOnce we (Gerhard's) had the unit back in our possession, the customer was refunded via his Amazon accountI apologize for any inconvenience this may have caused the customer.Sincerely,Sonia K
To Whom It May Concern,
I do realize that there has been a lack of communication here and for that I truly apologizeHowever, if appliances are on back order it is not something we have any control overThe appliances get ordered from a
distributor who then releases them to usIf a manufacturer is out of stock we the retailer do not always become alerted quickly. In reference to the delivery charge, our website does offer free delivery for orders over $but that is only for clients located outside of PAIt is stated on our website as wellThat free delivery also only pertains to curb side drop off, *** *** had the units brought into his home and set in place. We are not going to reimburse *** *** for the rent he lost, this is not how business operates in any circumstancesI can say that the units he purchased were from Italy and often take time to shipI truly apologize that there was a delay and everyday we make changes to try to improve our business so instances like this do not occur often. Sincerely,
Gerhard's Inc
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
While I do not agree with the company and their denial of avoiding me and lying to me, I just want to be done with the whole situation.
Thank you for your assistance, I do appreciate it.
Revdex.com:
Regards,
*** ***
To Whom It May Concern,
As previously stated, we received credit for the unit we replaced because we paid for it ahead of timeThis is a processThe door has a scratch! There is no damage to this unit other than a scratch*** can go through *** and have them replace the doors for him as we have always saidWe will not work with this man any longer and have every right to refuse toHe has a brand new unit, and the doors will be replaced by factory service leaving him with exactly what he paid forA legal suit is being pursued against *** for harassment due to all that has transpiredWe will no longer respond to these any longer
Thank You
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***
To Whom It May Concern,
According to my accounting department the reason the customer had a bill on her account is because she cashed both checksThe one she was supposed to mail back to us and the new one we sent herLeaving her with $to muchMy understanding is that situation was worked out and the bill to the customer was removed from her account as of last months billing cycleThere should be no other billing coming to the clientSincerely,
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: ***
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 monthsAdditionally, 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 fairlyRegards,
*** ***
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 satisfiedThank You,
Sonia K***
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***
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 us. The customer had a authorized contractor which Gerhard's suggested to him to install the unit in 2014 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 *** *** says he made or who he spoke to which we would keep records of on his customer file. Our service manager Rich J*** and Dawn in the service department spoke with the customer on this matter and explained our position prior to the original installer Brian calling *** *** 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***
[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 has been almost a month since the phone call with MsK*** and I have not heard from *** 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 *** technician will be scheduled to service the applianceWill they call *** 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,
*** *** ***
This appliance is an exchanged unit, it is not two years oldI contacted *** and will certainly do so again, I apologize if *** *** was not contacted but that is not something our company has control over, I can only act a a mediator between the twoIf *** *** would like, she can also call and they will schedule an appointment with her directly since she can then choose her date and timeThe *** number is ***-*** (***)In the meantime, I will also send an email to our rep there in the hopes this will be accomplished more expedientlyThank You
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 questions.Sincerely,
*** ***
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 situationThank You