To Whom It May Concern, I am sorry to hear of the trouble *** *** has been going trough, we take any complaint very seriously and look to get the matter rectified asapWe have order the the correct glass turn table for the customer, as soon as it comes in we will deliver it to
herShould *** *** have any further concerns we will be more than happy to address themSincerely,
Sonia K***
Gerhards Inc
To whom it may concern,
We apologize for the problems that the customer experiencedIf the unit had a service issue they come with a warranty for this particular reasonUnfortunatley we have to provide service before a replacement can be approved by the
manufacture to exchange The product is covered for repairs one year under parts & serviceWe made a call to the manufacture on the customer's behalf and obtained an authorization to exchange the unitWe have exchanged the unit for the customerThe exchange was done on 9/6/To our knowledge the customer is satisfied.
If there is anything else I can provide please let me know
Kind regards,
Dianne K***
Customer service representitive
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:
Let me address the basic issueI purchased a new refrigerator from this companyIt never workedThey came out times- three different tech and replaced two parts This did not fix it They told me they do not know what is wrong with itThe freezer simply did not workI thew out over $in foodThey -Gerhards realized their techs could not fix it so they sent out " *** *** appliances "
This was in DecemberWithin two minutes their tech determined it was a major part causing the problem and the noiseThey said they will order itThey were to come out Feb They did not show upI called both *** *** and GerhardsThis is when Gerhrads became extremely rude after they finally called me backI was hung up on numerous times.
I called *** and they agreed to replace the unitGerhards delivered another damaged unitI calledthey yelled at me told me to take picturesI didThey called me and told me to clean it up ! This is supposed to be newI agreed but there are two major scratchs on the face of the unit one on each doorI noticed this after I had to unpack itI called and they yelled at me again said they will ship two doors and hung up.
I then told Gerhards I just want my money back and I will go elsewhereThis is when I sent the e-mail This was the extent of my contact other than leaving messages in the prior months asking them to fix the unitI was and still remain a gentlemenI was never foul .I am sure if I was I am entitled to my opinion and yes they were very ignorant and disgustingIt was not uncommon for them to hang up , lose my records , shew food while talking to me etc.
I recv'd a nasty message from the sales rep *** Gerhard and then a message from *** Gerhard stating he will refund my money less service and delivery fees along with threatsI still have both recordingsI called *** GerhardHe yelled at me and said take the offer or leave it and went onto say "Do you knwo who you are dealing with "He then hung upI then went to *** *** and found the replacement unitI called Gerhards and said I will pay their fee please pick up the unitThen *** Gerhard yelled at me again with threatsI was on speaker at *** *** with their sales Rep *** *He said get lost he refuses to refund my money and hung up.
Twenty minutes later *** called me and said they will replace my unit is about a week as Gerhards had none in stock ? I thanked themI must ask , Where did the 2nd damaged unit come from if Gerhards had none in stock ? At this point I am just waiting for a new unita few days ago one of the refrigerator doors was delivered to my house ? What am I supposed to do with this ? Install it myself ? Does Gerhard not remember they shipped one of the two promised doors to me ? Do they not know what *** is doing in terms of replacement ?
*** told me on March they will ship anew unit to *** appliance since Gerhards is being uncooperativeI said great.
I called *** on March and was informed my new unit is being shipped to GerhardsI asked why they said they said Because *** at Gerhards told them they already replaced the unitI explained they did not They Gerhards shipped me a damaged unitThey said deal with *** for another unit .She *** at *** apologized but said *** listened to Gerhards and shipped it to themCall Gerhards and apologized for mess created by Gerhards
this is the bottom line ..Gerhards sold me a refrirgerator in June For months I had no freezer .It is now March I have a damaged refrigerator to replace it I have had to take days off from work...all unpaid to deal with this and now they are threatening me for complaining !!!! Gerhards has my new refrigerator per *** but they will not give it to me I have a broken refrigerator and a door sitting in my living room No this cannot be closed as This has turned into a mess for me and my familyI just want a real new refrigerator undamaged that worksNot so much to ask is it?
I must ask who would be happy about this ? Pleas do not hesitate to call me to discussI have nothing to hide but the pain of dealing with Gerhards appliance in Glenside
Regards,
*** ***
To Whom It May Concern,
While I agree with the customer completely that there was a lack of communication, there was a person working on her case during this timeI apologize that no one got back to her and we will certainly handle that issue internallyAs for the customers check, we did in
fact receive it and have held it until we could figure out what client it belonged toWe have since realized the error and signed the check over to *** *** and mailed it to herShe should see it in the mail any day next weekShould *** *** have any further questions I would be more than happy to answer themI hope this alleviates her concerns
[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:
Gerhard’s
continues to amaze me at the arrogance and disregard for the consumer. As I read their response to your inquiry I
was sickened that a company can be so dishonest about what has occurred
It was not
Gerhard’s who authorized the exchange of the *** freezer it was me. I am attaching correspondence between myself
and representatives from *** regarding what has transpired and the acceptance
letter between *** and myself for the new freezer. Gerhard’s did not initiate the replacement
nor were they included in any of the correspondence with ***. Also, you will read in the correspondence that
I requested Gerhard’s not be the installer of my new freezer because I did not
trust them and their service levels are not even adequate. When I learned that Gerhard’s was going to be
the installer, I contacted *** directly and was informed by them that I
did not have a choice; they were the only company who had the freezer in stock
and an available installer. So I had no
choice, but to allow them to install the freezer. I had to take a day off work to keep a close
on them. After the installation on
September 11, 2015, I was told by Gerhard’s that someone would be by later that
day to pick up the old freezer (it was sitting in the middle of my kitchen). No one from Gerhard’s came to pick up the old
freezer or called to give an update or apologize. I contacted Gerhard’s first thing in the
morning, around 9:00AM, on Saturday, September 12, and asked when someone would
pick up the freezer. The Gerhard’s
representative informed me she would have to check and would get back to
me. I called back around 11:00AM the
same day, because once again no one returned my call, to get a time when the
freezer would be picked upThe representative on the phone did not have an
answer on a time, but stated someone would definitely be out on Saturday. Someone finally came late afternoon to
dispose of the freezer
Once again
Gerhard’s has proven that they are not competent nor do they care about the
consumer or understand that consumers have rights
I believe
the only reason they responded to you now was because they wanted to take
credit for something they had no involvement in resolving
This company
needs to be accountable for the actions and not disregard consumers when they
attempt to resolve situations they created.
They are wasting a lot of my time and now your time trying to resolve an
issue with me that should have taken five minutes.
Thank you
again for your assistance in the matter
Best
Regards,
*** ***
Psthere
are six pages of attachments
Billing or Collection Issues - The company has failed to correct billing errors
select
Problem:
This is a follow up to complaint ID ***The previous complaint was submitted by *** ***, who is my motherGehard's did issue a rebate check for $50; however, the rebate payment opened a $invoice balance on the accountAs a result, I have received monthly statements and a collection notice requesting a $payment that I do not oweTo resolve the matter, I have tried contacting Gerharf's directly, but my attempts have been unsuccessfulI have an email from Linda G*** (***) from August stating that she would work with her accounting dept to resolve the issue, but I still receive the monthly statements requesting paymentI have called and emailed Linda in September and October to resolve this issue, but she has not responded to my inquiries
Translate
Desired Outcome:
I would like the incorrect invoice balance closed out accordingly
To Whom It May Concern, I am sorry to hear of the trouble *** *** has been going trough, we take any complaint very seriously and look to get the matter rectified asapWe have order the the correct glass turn table for the customer, as soon as it comes in we will deliver it to
herShould *** *** have any further concerns we will be more than happy to address themSincerely,
Sonia K***
Gerhards Inc
To whom it may concern,
We apologize for the problems that the customer experiencedIf the unit had a service issue they come with a warranty for this particular reasonUnfortunatley we have to provide service before a replacement can be approved by the
manufacture to exchange The product is covered for repairs one year under parts & serviceWe made a call to the manufacture on the customer's behalf and obtained an authorization to exchange the unitWe have exchanged the unit for the customerThe exchange was done on 9/6/To our knowledge the customer is satisfied.
If there is anything else I can provide please let me know
Kind regards,
Dianne K***
Customer service representitive
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:
Let me address the basic issueI purchased a new refrigerator from this companyIt never workedThey came out times- three different tech and replaced two parts This did not fix it They told me they do not know what is wrong with itThe freezer simply did not workI thew out over $in foodThey -Gerhards realized their techs could not fix it so they sent out " *** *** appliances "
This was in DecemberWithin two minutes their tech determined it was a major part causing the problem and the noiseThey said they will order itThey were to come out Feb They did not show upI called both *** *** and GerhardsThis is when Gerhrads became extremely rude after they finally called me backI was hung up on numerous times.
I called *** and they agreed to replace the unitGerhards delivered another damaged unitI calledthey yelled at me told me to take picturesI didThey called me and told me to clean it up ! This is supposed to be newI agreed but there are two major scratchs on the face of the unit one on each doorI noticed this after I had to unpack itI called and they yelled at me again said they will ship two doors and hung up.
I then told Gerhards I just want my money back and I will go elsewhereThis is when I sent the e-mail This was the extent of my contact other than leaving messages in the prior months asking them to fix the unitI was and still remain a gentlemenI was never foul .I am sure if I was I am entitled to my opinion and yes they were very ignorant and disgustingIt was not uncommon for them to hang up , lose my records , shew food while talking to me etc.
I recv'd a nasty message from the sales rep *** Gerhard and then a message from *** Gerhard stating he will refund my money less service and delivery fees along with threatsI still have both recordingsI called *** GerhardHe yelled at me and said take the offer or leave it and went onto say "Do you knwo who you are dealing with "He then hung upI then went to *** *** and found the replacement unitI called Gerhards and said I will pay their fee please pick up the unitThen *** Gerhard yelled at me again with threatsI was on speaker at *** *** with their sales Rep *** *He said get lost he refuses to refund my money and hung up.
Twenty minutes later *** called me and said they will replace my unit is about a week as Gerhards had none in stock ? I thanked themI must ask , Where did the 2nd damaged unit come from if Gerhards had none in stock ? At this point I am just waiting for a new unita few days ago one of the refrigerator doors was delivered to my house ? What am I supposed to do with this ? Install it myself ? Does Gerhard not remember they shipped one of the two promised doors to me ? Do they not know what *** is doing in terms of replacement ?
*** told me on March they will ship anew unit to *** appliance since Gerhards is being uncooperativeI said great.
I called *** on March and was informed my new unit is being shipped to GerhardsI asked why they said they said Because *** at Gerhards told them they already replaced the unitI explained they did not They Gerhards shipped me a damaged unitThey said deal with *** for another unit .She *** at *** apologized but said *** listened to Gerhards and shipped it to themCall Gerhards and apologized for mess created by Gerhards
this is the bottom line ..Gerhards sold me a refrirgerator in June For months I had no freezer .It is now March I have a damaged refrigerator to replace it I have had to take days off from work...all unpaid to deal with this and now they are threatening me for complaining !!!! Gerhards has my new refrigerator per *** but they will not give it to me I have a broken refrigerator and a door sitting in my living room No this cannot be closed as This has turned into a mess for me and my familyI just want a real new refrigerator undamaged that worksNot so much to ask is it?
I must ask who would be happy about this ? Pleas do not hesitate to call me to discussI have nothing to hide but the pain of dealing with Gerhards appliance in Glenside
Regards,
*** ***
To Whom It May Concern,
While I agree with the customer completely that there was a lack of communication, there was a person working on her case during this timeI apologize that no one got back to her and we will certainly handle that issue internallyAs for the customers check, we did in
fact receive it and have held it until we could figure out what client it belonged toWe have since realized the error and signed the check over to *** *** and mailed it to herShe should see it in the mail any day next weekShould *** *** have any further questions I would be more than happy to answer themI hope this alleviates her concerns
[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:
Gerhard’s
continues to amaze me at the arrogance and disregard for the consumer. As I read their response to your inquiry I
was sickened that a company can be so dishonest about what has occurred
It was not
Gerhard’s who authorized the exchange of the *** freezer it was me. I am attaching correspondence between myself
and representatives from *** regarding what has transpired and the acceptance
letter between *** and myself for the new freezer. Gerhard’s did not initiate the replacement
nor were they included in any of the correspondence with ***. Also, you will read in the correspondence that
I requested Gerhard’s not be the installer of my new freezer because I did not
trust them and their service levels are not even adequate. When I learned that Gerhard’s was going to be
the installer, I contacted *** directly and was informed by them that I
did not have a choice; they were the only company who had the freezer in stock
and an available installer. So I had no
choice, but to allow them to install the freezer. I had to take a day off work to keep a close
on them. After the installation on
September 11, 2015, I was told by Gerhard’s that someone would be by later that
day to pick up the old freezer (it was sitting in the middle of my kitchen). No one from Gerhard’s came to pick up the old
freezer or called to give an update or apologize. I contacted Gerhard’s first thing in the
morning, around 9:00AM, on Saturday, September 12, and asked when someone would
pick up the freezer. The Gerhard’s
representative informed me she would have to check and would get back to
me. I called back around 11:00AM the
same day, because once again no one returned my call, to get a time when the
freezer would be picked upThe representative on the phone did not have an
answer on a time, but stated someone would definitely be out on Saturday. Someone finally came late afternoon to
dispose of the freezer
Once again
Gerhard’s has proven that they are not competent nor do they care about the
consumer or understand that consumers have rights
I believe
the only reason they responded to you now was because they wanted to take
credit for something they had no involvement in resolving
This company
needs to be accountable for the actions and not disregard consumers when they
attempt to resolve situations they created.
They are wasting a lot of my time and now your time trying to resolve an
issue with me that should have taken five minutes.
Thank you
again for your assistance in the matter
Best
Regards,
*** ***
Psthere
are six pages of attachments
Billing or Collection Issues - The company has failed to correct billing errors
select
Problem:
This is a follow up to complaint ID ***The previous complaint was submitted by *** ***, who is my motherGehard's did issue a rebate check for $50; however, the rebate payment opened a $invoice balance on the accountAs a result, I have received monthly statements and a collection notice requesting a $payment that I do not oweTo resolve the matter, I have tried contacting Gerharf's directly, but my attempts have been unsuccessfulI have an email from Linda G*** (***) from August stating that she would work with her accounting dept to resolve the issue, but I still receive the monthly statements requesting paymentI have called and emailed Linda in September and October to resolve this issue, but she has not responded to my inquiries
Translate
Desired Outcome:
I would like the incorrect invoice balance closed out accordingly