Gerhard's

According to our records the refund was issued August 4, 2017 in the amount of $50.00. The check# is [redacted]  The check was cashed by this customer on 8/7/17. Certainly the customer could have called for this information as a complaint was not necessary.   Kind regards Dianne...

K[redacted]

To Whom It May Concern,
I am truly sorry the customer feels as though we have not serviced him properly. I would like to note that the customer purchased all [redacted] appliances. [redacted] are high end units and it does take longer for parts to arrive as opposed to a average appliance part. This is the...

reason for the wait in between service calls. I would also like to note that all of our techs are trained on [redacted] units. It is often the case that more than one part is needed or a process of elimination to get to the root of a problem. I can not refund the customer for the contracts since the contracts have not gone into affect yet because the unit is still under manufacturer warranty.
According to the last service call in our system the customer told the technician the [redacted] was going to send another service company out but the customer was asking for a new unit from [redacted]. This is contradictory to what the customer is asking for in this dispute. If they would like repair I will have the service manager go to their home directly to initiate the repair. Please let us know how you would like to proceed.

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 checks. The one she was supposed to mail back to us and the new one we sent her. Leaving her with $50.00 to much. My understanding is that situation was worked out and the bill to the customer was removed from her account as of last months billing cycle. There should be no other billing coming to the client.
Sincerely,
Sonia

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 home. As 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 malfunctioning. this can happen for any number of reasons, the biggest of which is generally wear and tear on the unit from misuse. Having service contracts is exactly the right answer, it gives the customer insurance that the unit will be fixed with no charge to them. It is completely normal for a technician to diagnosis an issue prior to ordering parts, the reason being  many different parts can cause the same symptoms. So while the customer may know what is happening, a qualified and trained technician has to visually see it before knowing what part to replace. our service department gets to every customer as quickly and efficiently as possible. We will continue to work with the customer to get the issue rectified, we will not be replacing the appliances after nearly five years.Sincerely,Sonia K[redacted]

To Whom It May Concern,   This customer has already been issued a full refund. This was done on 10/15/2014. She may not see this until her next billing statement but from our bank the refund has already been put through. I do sincerely apologize for any inconvenience the customer...

experienced and will certainly handle the issue of who spoke to her internally. We do not lead our customers on a goose chase and I again can only repeat how sorry I am for the inconvenience.
Sincerely,
Sonia

To whom it may concern,We have made every effort to rectify this problem for [redacted] as quickly as possible. We called the manufacture for assistance as we found the unit was in fact defective. [redacted] returned the unit to our store today and a full refund was issued which I have...

attached. Thank you for giving me the opportunity to address [redacted]'s problem.Kind regardsDianne K[redacted]Customer Service RepresentitiveGerhard's Inc.290 N. Keswick AvenueGlenside, PA 19038###-###-#######-###-####

To Whom It May Concern,   I am sorry to hear of the trouble [redacted] has been going trough, we take any complaint very seriously and look to get the matter rectified asap. We have order the the correct glass turn table for the customer, as soon as it comes in we will deliver it to...

her. Should [redacted] have any further concerns we will be more than happy to address them.
Sincerely,
Sonia K[redacted]
Gerhards Inc.

To whom it may concern,
 We received a call from the customer on October 1st, 2015 in regards to the unit leaking. We scheduled a warrantied call for October 10th, 2015. 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 normal 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 itself. He 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 Mr. Gerhard which is standard procedure.  He did report his findings and we contacted the installer that did the original installation.
We do not have any record of the calls [redacted] says he made or who he spoke to which we would keep records of on his customer file.  Our service manager Rich J[redacted] and Dawn in the service department spoke with the customer on this matter and explained our position prior to the original installer Brian calling [redacted].  It is an unfortunate situation. This is not a failure of the unit and we can't be sure if it may have been an installation issue. Had 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 installation. The 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 itself. The 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 contractor.
Gerhard's would like to assist the customer in this matter if it was a failure of the unit but it was not. We can not assist with an installation issue as he paid the contractor to do the installation and the plumber warrants their own installations. Also 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, 2015 when the warranty expires.
 
Respectfully yours
 
Dianne K[redacted]

This review is in response to a dryer purchase which was handled incorrectly upon buying the product. Salesman 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 vented.
The proper dryer was ordered and was to be side vented and was NOT done on delivery.
Calling the store and getting nowhere. No manager would answer my call.
I 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

Keala Tyler <[email protected]>
2:53 PM (18 hours ago)
to me 
[redacted]
I filed a complaint against Gerhards for selling me a broken refrigerator, delaying the refund, and refusing to refund me for this purchase even after they received a return authorization from the manufacturer (**) and picked up the broken fridge for the salvage yard.
As a result, I was asking for the full refund + an additional $200 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 fridge. THANK YOU FOR YOUR HELP WITH THAT! 
However, they also verbally informed me that I would be contacted by the owner, [redacted] Gerhard regarding the additional $200. I tried to get them to confirm a window of time to expect that phone call, and I wanted to get that in writing. Although I had just spoken with [redacted] from Gerhards, she immediately changed her story and claimed that she had no recollection that she had told me I would receive a call from [redacted] Gerhard.
When I tried to pin her down to find out about the additional $200, she said she's only in accounting and wasn't authorized to refund anything else to me, but that "someone" would be contacting me. My last correspondence with Gerhards was on June 3rd. To 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 purchase. Considering 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 42-46 degrees was safe. I thought that $200 was more than fair for what they put me through.
At the very least, I hope that this lowers their Revdex.com rating.
Please advise...
 
Aloha,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The company did not even reach out to me which is indicative of the type of customer service, company values, and care for return business they portray.  Simply providing a receipt aligning with my explanation of the events and showing the ridiculously delayed delivery (without any regard or care of the customers schedule) goes to show what kind of a company this is.  There was not a single item addressed in my original complaint.  I wish to keep this open as unresolved so others can be warned off and do business with a company that actually cares about it's customers.  
Regards,
[redacted]

We apologize for any inconveniences the customer endured during this issue with the dishwasher. I don't know who the customer spoke to or who these messages were being left with so many times to not get a call back and we are truly sorry this issue was not addressed and we will address this with our...

staff. I received a call from the builder yesterday prior to this Revdex.com complaint which prompted me to research the problem and get the authorization needed to schedule an exchange. We processed the paperwork and called the customer today to work out the removal and installation of the new unit. The exchange is scheduled to be done on Friday 10/14/16. I can also verify that Gerhard's did not do the original install the builder did. However I can see how miscommunication's may have happened as all the service and purchase information was under the builder name and phone# so this could have added to the problems. However there is no excuse for the customer not getting return phone calls.Again we apologize and hopefully the customer's faith in us will be restored.Kind regardsDianne K[redacted]Customer Service RepresentativeGerhard's Inc.###-###-####

Gerhard's understands the need to stand behind their sales and we do this to the best of our ability. We have contacted [redacted] as previously stated and he assures us that he is in fact getting the job completed and in touch with the client. He is very good at his job and that is the reason he is referred to our clientele. We 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 time. He is not under our employ. I hope this helps to clarify the situation.
Thank You

To Whom It May Concern,   While I can certainly appreciate the trouble the customer has had with their appliance, we are not exchanging it. The 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 unit. We can certainly complete the repair, if the customer feels more comfortable have factory [redacted] service come out, I will happily arrange that instead.
Sincerely,
Sonia K[redacted]

To whom it may concern, We apologize for the problems that the customer experienced. If the unit had a service issue they come with a warranty for this particular reason. Unfortunatley 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 & service. We made a call to the manufacture on the customer's behalf and obtained an authorization to exchange the unit. We have exchanged the unit for the customer. The exchange was done on 9/6/16. To our knowledge the customer is satisfied. If there is anything else I can provide please let me know. Kind regards, Dianne K[redacted]Customer service representitiveGerhard's Inc.###-###-####

After our last ditch efforts to get some help from [redacted] failed, I told the customer we would give him the best possible price on a new dishwasher and suggested a [redacted].  The customer of course wanted to see the unit and the price.  The customer went into our ** store at which time [redacted]...

[redacted] our salesperson showed him the machine. We gave the customer a steeply discounted price and told him we would put the sale through when the rebates were also at their best.  (There are times when both our buying group and the manufacturer have rebates on at the same time and both are available at the same time, which we refer to as "double-dipping," but it is not improper).  The customer told ** he would look it over once he got into the store to look over the units.  [redacted]  did not hear from him again until this complaint.Yes we would be willing to give the customer 1/2 of the money from service as a good will gesture. However we do want the customer to know that we certainly did go out of our way to secure him the best possible price and was willing to work with him as well on rebates but we did not hear back from him on this matter.  This complaint has come as a surprise to us and we hope the customer has better luck with his new unit.  Kind regards Dianne KillianCustomer Service RepresentitiveGerhard's Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the website does not mention anything at all pertaining to the free shipping for outside the state of PA only.  Per the attached photo, it shows that *tax has a asteroids and next to it states that excludes PA residents.  As far as I am concerned it's false advertisement and very misleading.  I expect my money for shipping to be returned to me. 
Regards,
[redacted]

I am truly sorry that this case has come to this point. I am fully aware of the issues with this customer and the inability to satisfy him. **. [redacted] ordered a refrigerator from us and consistently called about a noise issue. We sent four different service men out, none of whom could verify a noise of any kind. We set up factory service to go out when the customer called again because we never found an issue. Factory went and said it needed a part but never called the customer back and never installed a part. The customer called and asked us to intercede on his behalf and we made several attempts to get in touch with these people. We never heard back. I called [redacted] on the customers behalf and they informed me the unit was up for review for an exchange. I called the customer back to tell him this and left a voice mail. Somehow that was construed as trying to take credit for the work the customer apparently did with the manufacturer directly. We then replaced the unit for a brand new one. Because there was packing material inside the unit the customer insisted it was used. We reiterated we do not sell used units but he did not believe us. He also stated there was a scratch on the handle for which we offered to replace the door, this is normal procedure for any cosmetic damage.
**. [redacted] began to leave phone messages with obscenities in them going so far as to call our employees "[redacted]" as well as writing several inappropriate emails. He then began to go on social medial and lie about the course of actions. I am enclosing copies of all of this. We have told him that from this point forward he will have to deal with the manufacturer directly. We will not do any further business with this man. It is unfortunate and we never tell customers to go elsewhere but he left us no recourse.

We understand [redacted]'s frustration with this process. The parts needed for any repair are ordered from parts distributors and we do try several distributors. While at times these distributors do not carry certain manufacture parts they have to be obtained directly from the manufacture by the...

parts distributors. For this repair parts were ordered that were also cosmetic and are not readily available and have to come direct from the manufacture which in this case is overseas, we unfortunatly carry no weight and can not produce the parts any faster for the customer. We had made several calls on this customer's behalf to the manufacture. We did finally receive one of the parts yesterday which is the one part that will rectify the problem she is having and have spoken to her. We have scheduled an appointment to complete the repair on Saturday 8/20/16. Now in regards to the other parts. The front panel, which is cosmetic is not available until 9/8/16 from the manufature and this has nothing to do with the customer's contract which does not cover cosmetics it only covers functional/mechanical repair services. The customer is responsible for full payment of any and all cosmetic parts and labor to install them. We have explained this to the customer in a call we made to her this morning when we informed her that the repair part that was needed has arrived. She asked us to return the knobs (cosmetic) which also arrived yesterday as they were also ordered at the same time. [redacted] said she did not request them and did not want them, we will return them.  We also spoke about the Front panel and we will call her when the Front panel (cosmetic) finally arrives to install it for her at a charge.We do our very best to accomadate every call that comes into our office and this was no exception. We understand that the customer called three times, we apologiz for her inconvienence. As I stated we understand the frustrations of the service repair process at times and we were trying our very best to get answers for her but were waiting for answers from the manufacture and parts distributors. We appreciate her business and certainly hope that she can regain her trust in us.If you or [redacted] have any other concerns please contact us immediatly. ###-###-#### opt#*Kind regardsDianne K[redacted]Customer Service RepresentitiveGerhard's Inc.###-###-####

Tell us why here... What a frustrating experience to buy an appliance and have it break in only a few months.  We understand that and sympathize.  At least the customer has the satisfaction of being able to rely on the manufacturer’s warranty.  Gerhard’s delivered and connected a new...

[redacted] Washing Machine to the [redacted]’s home on September 22, 2016.  Eight weeks later, on November 16, 2016, we booked a service call for “water in the tub, will not run.”  Our technician visited on November 21, 2016, diagnosed a bad power board and instructed the customer to unplug the machine and replug it to reset the board as a temporary fix.  Two days later, we replaced the board and the technician determined that the unit was running properly.A week later we received a call that the unit was constantly filling with water again and not washing.  Our Field Service Manager visited on December 7th, called the [redacted] Technical Assistance Line, which was unable to diagnose the problem satisfactorily.  Our Customer Service Manager called the Tech Line and was told that the only recourse was another call to the Tech Line from the customer’s home with our technician present.   The customer left phone messages and emails refusing additional service calls and demanding a new unit.  The customer’s assumption that the unit was unrepairable was not correct, but he continued to ask for a new machine, both to Gerhard’s and [redacted].  We explained that [redacted] controlled the warranty and they, not Gerhard’s. had the authority under the warranty to replace the unit.  We called [redacted] Trade partners on December 7th, and were told not to exchange the unit but resend a technician.  We suggested to the customer that, if he was determined to get a new unit, he was more likely to be successful if he pleaded his case directly to [redacted], which he did.On the evening of December 13th, our Customer Service Manager was called by [redacted] Trade Partners who arranged with us for our technician to visit on December 19th to which the customer agreed.  Within an hour of that call, the customer called and demanded a service call sooner than he had agreed with [redacted], which we could not accommodate. Customer also e-mailed the Store Manager demanding a new machine.On December 19th, our technician reached the [redacted] Tech Line and they jointly diagnosed a malfunctioning fill valve which was ordered and replaced on December 22nd, only three days later.So far as our records show, the machine worked uneventfully for two months.  We did a warranty repair which lasted a week.  After an inconclusive visit, the customer insisted on a new machine on the basis that he believed it was unrepairable, which caused a great deal of delay.  After we returned to the customer’s home, the unit was back in service in three days.   We certainly hope this customer has no service issues again but, should any arise, Gerhard’s is ready to repair them and, until next September, at no charge to the customer.