Gerhard's

1/12/15To Whom it May Concern,We originally received notice of [redacted]'s issue when he called the store to report he had not received the product. The reason for the delay was that we received notification from [redacted] that the unit was delivered and there was no mention of a return. We...

were not able to process any refund for the customer until we located the actual product. Once we (Gerhard's) had the unit back in our possession, the customer was refunded via his Amazon account. I apologize for any inconvenience this may have caused the customer.Sincerely,Sonia K

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Gerhard's
continues to amaze me at the arrogance and disregard for the consumer. As I read their response to your inquiry I
was sickened that a company can be so dishonest about what has occurred
It was not
Gerhard's who authorized the exchange of the [redacted] freezer it was me. I am attaching correspondence between myself
and representatives from [redacted] regarding what has transpired and the acceptance
letter between [redacted] and myself for the new freezer. Gerhard's did not initiate the replacement
nor were they included in any of the correspondence with [redacted]. Also, you will read in the correspondence that
I requested Gerhard's not be the installer of my new freezer because I did not
trust them and their service levels are not even adequate. When I learned that Gerhard's was going to be
the installer, I contacted [redacted] directly and was informed by them that I
did not have a choice; they were the only company who had the freezer in stock
and an available installer. So I had no
choice, but to allow them to install the freezer. I had to take a day off work to keep a close
on them. After the installation on
September 11, 2015, I was told by Gerhard's that someone would be by later that
day to pick up the old freezer (it was sitting in the middle of my kitchen). No one from Gerhard's came to pick up the old
freezer or called to give an update or apologize. I contacted Gerhard's first thing in the
morning, around 9:00AM, on Saturday, September 12, and asked when someone would
pick up the freezer. The Gerhard's
representative informed me she would have to check and would get back to
me. I called back around 11:00AM the
same day, because once again no one returned my call, to get a time when the
freezer would be picked upThe representative on the phone did not have an
answer on a time, but stated someone would definitely be out on Saturday. Someone finally came late afternoon to
dispose of the freezer
Once again
Gerhard's has proven that they are not competent nor do they care about the
consumer or understand that consumers have rights
I believe
the only reason they responded to you now was because they wanted to take
credit for something they had no involvement in resolving
This company
needs to be accountable for the actions and not disregard consumers when they
attempt to resolve situations they created.
They are wasting a lot of my time and now your time trying to resolve an
issue with me that should have taken five minutes.
Thank you
again for your assistance in the matter
Best
Regards,
[redacted]
Psthere
are six pages of attachments.

To Whom It May Concern,     I was sorry to hear of the ongoing issues with delivery. It is our understanding that service contracts were offered to the customer as compensation for the inconvenience to them. I have written the contracts up and enclosed the sale. I am also mailing...

copies directly to the customer along with the pertinent information needed. I would like to assure **. and [redacted] that we are consistently striving to  perfect our customer service and communication skills to the best of our availability. Please feel free to contact me with any further questions.Sincerely,[redacted]

From: Suzanne O[redacted]<[redacted]@dvfs.org>Date: Thu, Oct 13, 2016 at 8:54 AMSubject: ID [redacted]To: [email protected] whom it may concernJust wanted to let someone know that my complaint ID [redacted] is in the process of being resolved.  Gerhard has made an appointment on Friday to deliver a replacement for the dishwasher.ThanksSuzanne O[redacted]ID [redacted]

We apologize and understand that the customer has not been satisfied. We were doing everything we could to help rectify the situation but the [redacted] got involved.  The customer called us for service and as with all products they come with a manufacture warranty we have a service center to work...

on most products under there warranty guidelines which can be found in the manual that comes with the products.  Gerhard's Appliance facilitates the product needs of the customer we do not manufacture them. While it was unfortunate the unit was frozen solid and needed to be defrosted in order to complete the repair it is not Gerhard's intention to inconvenience any customer. We do not represent defective products as the customer has stated. Gerhard's is not ignoring the customer as our hands were tied becasue the customer reached out directly to the manufacture which is fine to do.  Gerhard's also reached out to the manufacture rep. to obtain authorization to exchange via email. We also called [redacted] and were met with information that [redacted] was handling this directly with the customer.  The customer reached out to [redacted] who made a promise to exchange the unit, [redacted] never sent us any authorization to process a replacement. we reached out again to [redacted] who told us that they are working with the customer - This was the information [redacted] has on record which we obtained through their customer service dept.See below from [redacted] service:   Under transaction [redacted];  the service provider, [redacted] cancelled the request. They attempted to contact the customer 3 times and called both numbers on file. [redacted] canceled the authorization request not Gerhard's.  Gerhard's had every intention on assisting the customer to the best of our ability but when the manufacture gets involved they work directly with the customer to remedy a situation. Gerhard's appliance is being misrepresented in the saying we do not care. We certainly do care. We have again this morning reached out on the customer's behalf and obtained finally an authorization to exchange this unit. We will contact the customer this morning to set up a date to get this done.I hope that we can restore the customer's faith in us. Thank youDianne K[redacted]Customer Service RepresentitiveGerhard's Inc.###-###-####

We can only apologize for the inconvenience caused by departmental miscommunications and mishaps.  The delay was also due to product availability as we could not and did not meet the scheduled delivery date. The delivery was finally made and accepted on 12/8/16. I have attached a signed copy of...

receipt of product.  Kind regard  Dianne K[redacted]Customer Service Representative

Hi. I 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 INC. and Gerold G[redacted] signed the back and wrote in script: "pay to the order of [redacted], Gerhards Inc Approved'- Well, my bank does not accept this type of a check for a few reasons
1. 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
2. because it's now a 3rd party check- because he wrote "payable to [redacted]".  [redacted] 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 [redacted]- 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, [redacted]]. 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Regards,[redacted]

We would like to address this complaint by first mentioning that Gerhard's Appliance is the same appliance store and that we can be counted on for reliable sales and service. I am sure as in all businesses that we can't please everyone at all times but we do try our best.  It is unfortunate...

that this issue escalated to this complaint as we have always given great sales/service to this customer and their family.The customer made a purchase and had all the available information on this particular model including the information of measurement & the heat selections and more.  One of the three selections was a no heat selection. The customer found that they were disappointed in their selection after it was delivered and wanted to have the unit returned. Mr M[redacted] explained that he would have to get approval first as we don't take back large appliances because a customer does not like the unit or it's features. We later came to find that the customer had a larger door opening than the salesperson was originally told and really the issue of heat selections was secondary.  Frank did explain to the customer not to use the unit until Mr. Gerhard made a determination on if he would agree to take it back because used units would not be returnable. Mr. M[redacted] contacted the customer and explained that we would not be taking the unit back. We have not heard from the customer on this matter until this complaint.Really the bottom line here is that the customer gave Mr. M[redacted] the size of their door opening which they said was less than 27", the model chosen was the only dryer that would accommodate that opening and the detailed information was given to the customer to decide, it was their choice. We ordered the unit based on a decision the customer made.  At the time of delivery the customer found that their opening was larger than they had originally told our salesperson. it was at this time wanted to go to the next model which would accommodate a 27" or wider opening. It certainly would have been easier for the customer to just refuse the unit. At this time we will in good faith take back the unit but the customer would be responsible for a restocking fee and a pick-up fee.  The amount to be refunded would be less 20% of original purchase price $80.00 + a pick-up fee of 39.95+ tax Total cost is $127.15 to customer so the refund would be $339.19 if the customer agrees to this solution.We look forward to a replyKind regardsDianne K[redacted]Customer Service RepresentitiveGerhard's Inc.[redacted]

Dear [redacted],
Thank you for your response. I 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 ability.
My 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 with.
If 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 do.
We do care and we do regret not being able to get this situation rectified to your satisfaction.
Kind regards
Dianne K[redacted]
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
Let me address the basic issue. I purchased a new refrigerator from this company. It never worked. They came out 4 times- three different tech and replaced two parts.  This did not fix it . They told me they do not know what is wrong with it. The freezer simply did not work. I thew out over $100 in food. They -Gerhards realized their techs could not fix it so they sent out " [redacted] appliances " .
This was in December. Within two minutes their tech determined it was a major part causing the problem and the noise. They said they will order it. They were to come out Feb 20 . They did not show up. I called both [redacted] and Gerhards. This is when Gerhrads became extremely rude  after they finally called me back. I was hung up on numerous times. 
 
I called [redacted] and they agreed to replace the unit. Gerhards delivered another damaged unit. I called. they yelled at me . told me to take pictures. I did. They called me and told me to clean it up ! This is supposed to be new. I agreed but there are two major scratchs on the face of the unit one on each door. I noticed this after I had to unpack it. I 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 elsewhere. This 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 unit. I was and still remain a gentlemen. I was never foul .I am sure if I was  I am entitled to my opinion and yes they were very ignorant and disgusting. It 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 [redacted] Gerhard and then a message from [redacted] Gerhard stating he will refund my money less service and delivery fees along with threats. I still have both recordings. I called [redacted] Gerhard. He 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 up. I then went to [redacted] and found the replacement unit. I called Gerhards and said I will pay their fee please pick up the unit. Then [redacted] Gerhard yelled at me again with threats. I was on speaker at [redacted] with their sales Rep [redacted]. . He said get lost he refuses to refund my money and hung up. 
 
Twenty minutes later [redacted] called me and said they will replace my unit is about a week as Gerhards had none in stock ? I thanked them. I 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 unit. a 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 [redacted] is doing in terms of replacement ? 
 
[redacted] told me on March 3 they will ship anew unit to [redacted] appliance since Gerhards is being uncooperative. I said great. 
 
I called [redacted] on March 13 and was informed my new unit is being shipped to Gerhards. I asked why they said they said Because [redacted] at Gerhards told them they already replaced the unit. I explained they did not . They Gerhards shipped me a damaged unit. They said deal with [redacted] for  another unit  .She [redacted] at [redacted] apologized but said [redacted] listened to Gerhards and shipped it to them. Call Gerhards and apologized for mess created by Gerhards
 
 
 this is the bottom line ..Gerhards sold me a refrirgerator in June 2013. For 8 months I had no freezer .It is now March 2104. I have a damaged refrigerator to replace it  . I have had to take 7 days off from work...all unpaid to deal with this and now they are threatening me for complaining !!!!  Gerhards has my new refrigerator per [redacted] 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 family. I just want a real new refrigerator undamaged that works. Not so much to ask is it?
 
I must ask who would be happy about this ? Pleas do not hesitate to call me to discuss. I have nothing to hide but the pain of dealing with Gerhards appliance in Glenside
 
 
 
Regards,
[redacted]

To whom it may concern, A full refund was issued to [redacted] on 3/14/2016 and the matter has been resolved. Kind regards Dianne K[redacted]Accounting DepartmentGerhard's Inc.215-884-8650 opt#8

[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 it has been almost a month since the phone call with Ms. K[redacted] and I have not heard from [redacted] about scheduling a technician.  What follow up can I expect from Gerhards to resolve this situation?  I have moved from requesting that the appliance be replaced with an alternate manufacturer.  They have yet to ensure that a [redacted] technician will be scheduled to service the appliance. Will they call [redacted] and get this scheduled?  I invested almost $1500 in this appliance between the cost of the appliance and the Gerhards warranty, and, 2 years later, I still do not have an appliance that works.
Regards,
[redacted]

[redacted] Good morning.  I hope this message finds you well.  I read over the complaint filed on Case # [redacted] and found that the unit was exchanged on July 28, 2015.  We worked with [redacted] and were successful in getting the customer a brand new refrigerator. We do...

apologize for the inconveniences this situation caused for the customer.  The manufacturer has guidelines set in place that Gerhard’s must follow and they are very strict in regard to exchanges.  The unit has to be deemed non-repairable in order for the manufacturer to even consider an exchange.  Thankfully, we were finally able to get the approval from [redacted] and we did deliver a brand new unit to the customer on 7/28/15. Thank you for providing us with the opportunity to respond to this customer complaint.Sincerely,Carol G[redacted]

This appliance is an exchanged unit, it is not two years old. I contacted [redacted] and will certainly do so again, I apologize if [redacted] was not contacted but that is not something our company has control over, I can only act a a mediator between the two. If [redacted]  would like, she can also call and they will schedule an appointment with her directly since she can then choose her date and time. The [redacted] number is [redacted]). In the meantime, I will also send an email to our rep there in the hopes this will be accomplished more expediently.
Thank You

Good afternoon and thank you for granting us the opportunity to respond to this complaint.  The customer placed an order with us for a [redacted] Range, Model # [redacted].  She bought the range against the advisement of the sales representative.  Our sales rep explained to the...

customer that a range with a downdraft would be very expensive to install.  He strongly advised her NOT to purchase this model but the customer insisted that this was the model she wanted.  The customer insisted that if the quote she was to get from Gerhard's independent contractor was too high, it would not matter to her as she  personally knows another contractor she could use who she believed would give her a better price.   When the customer was given the quotes on the cost of installation, she no longer wanted the unit.  She wanted to return it to Gerhard's.  There was nothing wrong with the mechanical function of the unit.  The customer wanted to return the unit because she felt the price of the installation was too expensive.  She contacted her sales representative here at Gerhard's and told him she wanted us to come and pick the unit up because it is too expensive to have it installed.  He explained to her on the phone that he tried to tell her this but she was persistent and wanted this model.  He told her that because there were no service issues with the unit that he would have to ask the owners if they would agree to take the unit back and he informed her that there would be a restocking fee and a fee for us sending drivers to come and pick the unit up.   As it turns out, he did get approval but that the customer would be charged a restocking fee.   She agreed to our Terms and Conditions located on the 2nd page of the order form by signing her initials to our Return Policy which clearly states Returns not initiated by service (a problem with the mechanical function of the unit) are subject to a minimum 20% restock fee plus a 2nd delivery charge.    We did not charge her the 2nd delivery fee.   Actually, the customer filed a credit card charge back with her bank for the restocking fee stating she did not feel she should have been charged the fee.  We responded to that credit card charge-back and explained that Gerhard's truly does care about their customers and wants each and every customer to be happy and satisfied with their purchases.  The  only reason we charge restocking fees is because we get charged restocking fees from the manufacturer and because of the costs we incur in handling etc. .  We don't charge restocking fees if the unit is damaged of course.  And, again, the customer agreed to our Return Policy which states we can charge a restocking fee as well as a 2nd and we did NOT charge the 2nd delivery charge even though we have to pay drivers to go and pick the unit up from the customer's home for the return.

I am rejecting this response because: First of all, let me clarify the check for $75 they sent said "for wall" which I found later when looking at the stub. Second, we paid $75 plus tax ahead of time for the conversion(which did not take place) to the store and another $125 to the tech when he came to my house - which totals $200. We never refused to have them fix the wall, their contractor said that it only needed to be fixed with the silver tape, which we did not agree with. We only let him put it on so we would have a stove to use. He ended up breaking the heating element so we couldn't use it for the next three days any way. As you can see in the pictures, it is not a small tear, it is about a 4-5 inch circumference around the pipe. In addition, my house is only five years old so this was not caused by anyone else putting in a stove, it was the original stove they removed. I don't think anyone would want a repair left in that condition on such a new house. We are not asking for new sheetrock, just for the hole to be spackled, if they were able to get a better price, I asked them to do so. They haven't even mentioned the five or so inch long and fairly deep scratch they put it my hardwood floor. I don't feel that purchasing an appliance should have resulted in any of this damage to my home and countless hours of waiting for their techs to fix what should have been done before they arrived or fixing what they broke or damaged. All of the countless hours we have spent over the course of 8 or more weeks to get a small portion of what they owed us as they complained and fought us every inch of the way- great customer servicell.Regards,[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 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This company sold me a refrigerator on June 4 2013. I called them 1 day later to tell them there were problems with it . They sent a tech out and he replaced a seal . He said he hope this fixes the problem. It did not. They sent another tech out he did not know what to do with the non functioning unit. said he will go back and do his homework. Then they sent the same tech out and he replace a fan . This did not fix it. The same tech came back and could not figure out what was wrong with the unit......The freezer did not work then the lower part did not work well either. So only 2 techs came out to look and try to fix this product Gerhards sold me so this is their first lie 
 
. Then they sent a 3rd party out " [redacted] Appliances " they showed up and immediatley saw the problem . They said the part was expensive and would be back in a week. after 2 weeks I called  . They said they will be there Feb 20. I confirmed this with Gerhards . They did not show. I called both [redacted] and Gerhards. Neither returned my calls. I called [redacted]. They said they did not known anything about the problem but agreed to replace the unit. 2 week later Gerhards showed up with a unit they refused to unwrap it. 
 
I had to unwrap it and it revealed a damaged used non working unit. 
 
I called Gerhards and asked for the owners . They gave me their info. I sent an e-mail. The next day I received two threatening and insulting voice mails from [redacted] Gerhard and [redacted] Gerhard.
 
The next day I received a door ? Who is supposed to install it ? Where is the other door and the freezer still does not work....
 
Now I learn Gerhards sent me a used unit per [redacted]. They told [redacted] the later afternoon before they shipped a new unit they did not have any units in stock.
 
The bottom line,
 
I bought a new refrigerator in June 2013 and as of March 2014 I still do not have a working referigertor. They (Gerhards ) failed to fix it 6 times and then insulted and threatened me and my family for complaining. It has since been revealed that This appliance dealer did try to switch a used unit for another used unit.  
 
I can support all my statements with recordings from Gerhards and [redacted]. I also have three witness from their attempt to fix thiss "so-called " new unit they sold me. I will take  a lie detector and do whatever I need to do to expose the criminals.  Please ...Please do not allow them to do this to other people. I met many other people who have gone through this with this company.
 
I never became foul or abusive with anyone at this company. My guess is this is a defense mechanism they have used in the past. Did you notice they do not have a "person" answering the complaint. 
 
I will be happy to talk with anybody at your organization . I welcome the opportunity to meet with you rep at the location of the crime
Regards,
[redacted]

Dear [redacted],

face="Calibri"> 
We understand that there has been an issue with this customer's icemaker. We were in contact with the manufacture on the customers behalf as of December 2nd. 2015 and left a message with customer service to find out what they can offer to rectify the problem. We had not heard back from them as of your letter so we contacted them again yesterday, see the email is below. The manufacture offered to pay for parts and labor to have the unit repaired as per their email below. We have contacted the customer and scheduled the repair for Monday December 21st. It is our hope that the customers issue with this unit will be rectified to their satisfaction on Monday.
 
Kind regards
 
Dianne K[redacted]
Customer Service representivie
Gerhard's Inc.
###-###-#### opt.#*
 
From:
CXCSRSescalationRetGrtLakes@[redacted] [mailto:CXCSRSescalationRetGrtLakes@[redacted].com]
Sent: Tuesday, December 15, 2015 9:26 AMTo: Dawn V[redacted] <[redacted]@GERHARDSAPPLIANCE.COM>Cc: **@gerhardsinc.com
Subject: RE: customer issue [redacted] {SrvReqNo:[[redacted]]}
Hello,
Please use [redacted].
Parts and labor coverage for repair.
[redacted]
[redacted] Corporation
Original Text




















From:

Dawn V[redacted] <[redacted]@GERHARDSAPPLIANCE.COM>

To:

CXCSRSescalationRetGrtLakes@[redacted] <CXCSRSESCALATIONRETGRTLAKES@[redacted].COM>

CC:
**
@gerhardsinc.com <**@GERHARDSINC.COM>

Sent:

12/14/15 13:20:38

Subject:

customer issue [redacted]

Good morning,
I am writing on behalf of our customer [redacted].
 [redacted] purchased a [redacted] refrigerator September 4, 2014. 
[redacted] began having issues with the refrigerator 4 days after it was
delivered.  I have attached copies of the service calls to this
email. 
 
[redacted] has a current service call out for the same
issue and is asking for compensation or authorization for service, labor and
parts due to the fact that the problem began while the unit was in warranty.
 
The customer’s information is below:
[redacted]
[redacted]
Havertown, PA [redacted]
###-###-####
###-###-####
Model # [redacted]
Serial # [redacted]
Purchase date: 9/4/2014
 
Service History:
9/10/14:
                             
icemaker not working
                                        ...⇄ /> Found wire disconnect from door, corrected
 
1/12/15                               
icemaker spraying water inside freezer, not making ice
                                        ...⇄ /> Replaced icemaker and water valve
 
7/23/15                               
icemaker spraying water all over freezer
                                        ...⇄ /> replaced valve, optics cover, and spring
 
8/22/15                               
icemaker not working
                                        ...⇄ /> Cycled icemaker
 
12/2/15                               
icemaker not working
                                        ...⇄ /> Inlet valve and icemaker fill tube per tech line
 
12/17/15                             
not making ice
 
Thank you for your help!
Dawn

Billing or Collection Issues - The company has failed to correct billing errors
select
Problem:
This is a follow up to complaint ID [redacted]. The previous complaint was submitted by [redacted], who is my mother. Gehard's did issue a rebate check for $50; however, the rebate payment opened a $50 invoice balance on the account. As a result, I have received monthly statements and a collection notice requesting a $50 payment that I do not owe. To resolve the matter, I have tried contacting Gerharf's directly, but my attempts have been unsuccessful. I have an email from Linda G[redacted]) from August stating that she would work with her accounting dept to resolve the issue, but I still receive the monthly statements requesting payment. I 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.