Gerhard's

Review: [redacted] Gerhard promised to price match on a whirlpool dishwasher purchased on 11/14/12 by issuing 3 separate rebates totaling $145.00. Two rebates have been received totaling $105.00 and the third was never received. I called after 16 weeks, from date of purchase, and was told by another salesperson to give it another 4 weeks. After another 4 weeks, I called back to say still no 3rd rebate. I have e-mailed and called and was told several times they would look into it since April. It's now mid June and still no answer or rebate. [redacted] Gerhard passed this off onto [redacted] who called me to say she will look into this on sat. 5/25/13. After 10 days, I called [redacted] and she tells me she doing a million things and doesn't have an answer.Desired Settlement: I was promised the price match and am owed $40.00. I just want them to keep their word and provide better customer service after the sale.

Business

Response:

---------- Forwarded message ----------

From[redacted]

Date: Fri, Jul 5, 2013 at 4:10 PM

Subject: [redacted]

To: [redacted]

To Whom It May Concern,

Although I am sorry the customer has had ongoing issues with getting his rebates I am sorry to say that this was a mail in rebate. The customer was responsible to mail these in to the companies that offered the rebates. They do not go through Gerhard's, they are not rebates we give back. They come from sources such as the electric company or NECO. Both [redacted] Gerhard and [redacted] have contacted these companies and they do not have this particular rebate sent in from this customer. They either did not mail it in by the deadline or they mailed it to the wrong address because there is nothing listed. It is the customers responsibility to follow up with their rebates but they have to go through the company that was providing it not Gerhard's.

Sincerely,

Review: I ordered a Samsung dryer from Gerhards. The color ordered was onyx (grey). Upon delivery, the item that was delivered was white. I contacted Gerhards and they said they made a mistake and sent the wrong color. They decided to give me a $200.00 refund for the wrong color. I agreed an have never heard from them since. This has been going on for a month now with no respose from emails or phone calls.Desired Settlement: Refund or credit my charge card for $200.00

Business

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Fri, Jun 28, 2013 at 11:14 AM

Subject: RE: Complaint [redacted]

To: [redacted] <[redacted]>

File #[redacted]For [redacted] it appears that the customer was refunded in full via pay pal as of 5/29/2013. I am enclosing a copy of the refund invoice. Please see enclosed.Thank You,[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased a Viking D3 stove from Gerhard January 3 2013, the stove was delivered with multiple broken parts. I sent Gerhards pictures instantly and they told me that they would fix it right away through Viking.

My stove is still not working and I am waiting for the repairs to be done.Desired Settlement: Please repair or replace the stove

Business

Response:

Please see attached response

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The company didn't reply to my emails or calls for over 4 months. The customer service was not horrible, it was nonexistent.

Regards,

Review: I purchased a refrigerator online from this retailer on 17 Apr, which included in home delivery for an additional $99.99. After 2 delays from the promised delivery date, the unit arrived but the driver said he had no paperwork to bring the unit into my house. A call to the retailer ([redacted] handles online sales), found that the retailer had not processed the necessary papers, so my refrigerator was not delivered. In a followup call to [redacted], he said that since I lived in a remote location (something that was not disclosed when I placed the order), it would cost several hundred dollars to have it delivered into my house OR [redacted] would refund the delivery fee, I could help the driver get the unit onto my porch and get it into my house myself. I told him that I would like the fee refunded to my credit card. On 10 Jul at 1030 am, I talked to [redacted] because the refund had not been on the latest credit bill and he said he would process the paperwork "that day." Today (2 Aug), I received the next bill and the refund is still not on it.Desired Settlement: A refund to my credit card in the amount of $99.99.

Business

Response:

Please see attached response

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Gerhards Appliances on [redacted] in Philadelphia has terrible customer service and they sell poor quality merchandise. They have treated my family and me with no respect or common courtesy that we deserve. I purchased a microwave, dishwasher, and stove from Gerhards in March 2012. Almost immediately after I purchased the items I started to have problems. The dishwasher was not sent with the proper parts which subsequently led to the flooding of the floor in my newly remodeled kitchen. I had to call the manufacturers warranty and they sent a person out to fix my dishwasher. The handle on the stove has repeatedly fallen off. The repair person told me that because the handle was plastic I would continue to have that problem. So he ordered me another handle. The biggest problem and most annoying problem has been the microwave. The handle on the inside of microwave is broke and rendered it impossible to use. I reported to Gerhard that my microwave was broke in November 2012.Since then there has been 6 attempts to repair my microwave and stove. They sent 4 repair people out to my home separate occasions. Each time the person either didn't have the proper parts or didn't have any parts to fix it. The last 2 attempts in January and February they scheduled for someone to come out and both times I received phone calls from Gerhard saying they didnt have the proper parts. This was after their service department confirmed that the parts were in when they scheduled the repair date. I even received a phone call from one of their repair people asking me if any parts were left at my house by the previous repair person. You can only imagine the frustration and inconvenience my family has been going through. We have been without a microwave more than 4 months. I have 2 children under 5 years old. A microwave is a necessity when preparing meals. I have called Gerhard's service several times, written 3 letters, and even went back to the store to voice my displeasure. Each time I was brushed off and told that the service manager would get back to me. I would never recommend Gerhard's to anyone because not only do they sell cheap and defective merchandise, they don't respect their customers enough to provide services within a timely manner. I recently had to borrow a microwave from my mother. I shouldn't have to go out and purchase a new microwave when the one I have is not a year old yet. I don't have money to throw out the window like that.....Desired Settlement: I would like a better quality microwave to replace the one that I have at no cost to me. I would like it ASAP because this issue has been dragging on for more than 4 months.

Business

Response:

To Whom It May Concern,

The customer specifically choose the model that they currently have. The have been several service calls but it is also true that the customer needed to reschedule due to conflicting dates/times. We do not "sell cheap merchandise", they bought a Frigidaire product which was shipped in directly from factory. Also, I would like to add we ARE providing service, we have gone out there and diagnosed the issue and ordered the parts. They have arrived damaged or wrong but the service is there. We are not replacing this unit, the customer is given a one year manufactuer warranty specifically for this purpose. To repair the unit when it has a issue. The customer is currently scheduled for April the 6th where we hope to finish the repair.

Review: In November 2012 I ordered a refrigerator from them online with upgraded inside delivery. The day before I called the shiiping company to review the order. They had the order listed as curb side. I called Gerhard and talked with employee [redacted]. He said he'd take care of it. He didn't. The next day the shipment arrived curb side. I called [redacted] and he said I could send it back or accept it. I asked him what would happen if damaged (part of inside delivery is for the shipping company to insure no damage - driver wouldn't do so a s a curbside delivery) he said if damaged notify him within 24 hours and re would refund the upgraded inside delivery amount of $100.00. The refrigerator was damaged. I took pictures of the box, unboxed the unit and took more pictures and emaile dthem to [redacted] and [redacted]. Again I was assured they'd refund the upgraded delivery and replace the unit or the doors. I have followed up repeatedly and been told things such as " I'll check with my accountant to see why no refund has been issued" and the doors are orderd and I'll check with the factory to see what the delay is. I have all of the emails and pictures documented and have sent them to [redacted] challenging the purchase and Gerhard's have fought AE as well. It is time to get this resolved after 5 months and no communication from them.Desired Settlement: At this point I want my $100 delivered, the entire refrigerator replaced at their expense, in my home and the old one removed. I would accept the doors replaced at their expense and a partial refund for my troubles as well.

Business

Response:

To Whom it May Concern,

I am very sorry that [redacted] has had ongoing issues with his purchase from us. I have currently contacted the internet department to address the lack of response to the customer. I pulled [redacted]'s payment history and I show that he already was refunded $99.00 in December. He paid through a third party which was [redacted], I have contacted our accounting department who verified that the refund had in fact been processed. He may want to check his [redacted] account if he has not seen the return yet. As for the damaged door I am currently in touch with our LG representative to find out where the order for the new doors stand. If for some reason the order was not placed I will find out what we can do for [redacted] in regard to a damage allowance. I am enclosing a copy of the customers payment history which shows his refund for his reference as well as your own. If he has any other questions or concerns I will be more than happy to address them.

Review: I purchased a refrigerator from Gerhards' over the phone after speaking with one of their online sales reps, [redacted]. My main requests were that the refrigerator be less than 68.5 inches high and have an icemaker. [redacted] sold me a Fisher Paykel for about $1,900 plus an extended warranty for another $199, plus tax. When the fridge was delivered last Wednesday (9/4/13) it had two dents in the front doors, top corner of both and it did not have an ice maker. I immediately called Gerhard's, the person that answered said he could not assist and that [redacted] had gone home for the day and to call back tomorrow. The delivery guy said he would leave it and the company would replace it and that I could use this one until that time. I called and spoke with [redacted] the morning of 9/5 and he said he would look into the issue and get back to me. He did not, so I called again on Thursday afternoon and again was told that [redacted] had left and that no one could help me. I called back on 9/6 in the morning and spoke with [redacted] who admitted that he had "dropped the ball on this one" and that the fridge did not come with an icemaker and that one could not be installed. I said I wanted this one returned and I wanted one without dents and with an icemaker. He promised to get back to me before the end of the day. When I did not hear from him, I called around 4:30 and was told yet again that [redacted] had left for the day. I asked to speak with a Manager, was told there wasnt one, and was transferred to their main store location. The person answering the phone there also told me there was no Manager or Supervisor there nor anyone empowered to help me and that the three owners were out of town. At this point I became very frustrated and asked to be called back by a Manager or someone empowered to resolve this situation first thing today. I have not heard from anyone and no one is answering the phone number on the website. At this point I just don't know what to do as I have never encountered a retailer that hides from its customers and refuses to assist. I'm seeking your help as a last resort.Desired Settlement: At this point I would like this fridge picked up and my money returned in full ( $2,240.51). I will find a fridge at another retailer that acutally cares about customer service. I might have just gotten a replacement if they had just called me back or given me any kind of service, but I am afraid to get a replacement from them based on their behavior and failure to even address my concern.

Business

Response:

To Whom It May Concern,

I apologize that the customer has had such a hard time with

the sale of her new refrigerator. I do know she has been in contact with [redacted] Gerhard

who is one of the sales people here and [redacted] has agreed to accept a new

model that includes the ice maker. The

new unit was delivered today 9/30/13. I did speak to the customer already and

the new refrigerator is the correct model and also comes with the ice maker the

customer wanted. We have someone going out this afternoon to attach the water line

at which point the job will be complete. Should the customer need anything

further she can certainly call us directly for service which we would be happy

to provide. I hope this helps shed light on the issue and gives peace of mind

to [redacted] as well.

Review: I purchased a "new" refrigerator from this company 6/4/2103. One day after delivery I called them as there was a puddle in the bottom of the unit. They came out in a few days and replaced a seal. This did not fix it.They came out 3 more times and failed to fix it I called the co and said since you cannot fix it replace it. They sent a 3rd party out . "[redacted] appliance ". This company showed up and within a minute they heard the knocking noise and said this is clearly an x part. I forget the name. He said it is expensive and will get back to me . This was mid December 2013. after two weeks I called Gerhards . They denied selling me the unit. Then called me an hour later and found my order. They said call [redacted]. I did they got back to me and said they will be out Feb 20th. I waited all day. They did not show. I called both Gerhards and [redacted] appliance and asked them to fix this unit. They did not call me. I called [redacted] and told them of the 6 attempts to fix this unit and they agreed to replace it. 3-4 days later Gerhards called and said due to their efforts [redacted] agreed to replace it. This is not true as I made this happen but I was happy the mfg would replace this defective unit after 7-8 months. Gerhards delivered another unit. They refused to unpack it . They said it is better when it is cold and left. I unwrapped it and I saw damages to the top and bottom doors and stains on the inside. I called Gerhards. They were their with typical rude response. They said take pictures and send them. I did. I called 2 hours later they said the stains are tape. I need to clean it up. I said I tried . They said try harder. I asked about the damage to the doors they said they will ship me new doors .Desired Settlement: complaint continued. I asked when they would replace the doors. They HU. I sent a e-mail to Gerhards. I recv'd a call on my machine from one of the owners [redacted] Gerhard. He said he will refund my money after he gets the refrig back and he will charge me a service and delivery fee. He went on to say He dares me to complain about his service to his face. said to come see him in person.I called he insulted me and said "do you know who I am dealing with .refused to refund my money .I found out

Consumer

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Wed, Mar 5, 2014 at 4:05 PM

Subject: Fwd: omplaint-Gerhards Appliance

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Mar 3, 2014 at 8:22 PM

Subject: omplaint-Gerhards Appliance

To: [email protected]

I ran out of space. I think it is important that I advise you of newly uncovered facts. [redacted] called me to tell me my new refrigerator was in as the distributor did not have new units in stock....but they Gerhards claim they delivered me a new unit ? How is this possible ? They did not have one available..

Review: On 11/29/12 I purchased a complete high-end [redacted] kitchen from Gerhard Appliances including all major appliances for over $16,000.

The appliances were delivered to us on 2/8/13 and were installed during February of 2013.

In the fall of 2013, after being contacted by Gerhard I added a 5 year extended warrantee to have the peace of mind knowing that the large investment we've made in purchasing the kitchen will be fully covered.

In early December 2013, the oven stopped to function properly and would not warm up the food.

I have contacted Gerhard on 12/12/13 asking for a service appointment. A technician arrived and determined that an oven sensor assembly needs to be replaced. The part was ordered, took a very long time to arrive and it was not installed until 1/8/14(!!).

Unfortunately the repair did not fix the problem, and we have contacted Gerhard again to send a technician to repair the problem.

The technician visited our house on 1/22/14, determined that a thermostat control assembly needs to be repaired. The part was ordered.

The part installation service appointment was scheduled for 1/31/14 between 1-4pm, my wife left work early to wait for the technician to arrive. When he finally showed up at 7:30pm(!!) he installed the part.

Unfortunately this repair again did not fix the problem, and the technician left the house noting that the over was still not warming up.

Since the same technician was sent on both service calls it is clear that he is not trained/ competent and is not able to repair this oven.

With 4 kids in the house we have now been without a functioning oven for nearly 2 months including over the holidays.

Throughout this service process Gerhard has been incompetent to say the least failing to fix our oven under their service warrantee and leaving us without a functioning over despite us purchasing an extended warrantee.Desired Settlement: Gerhard needs to make things right:

- Successfully repair the oven without further delays by sending competent technicians that are capable of repairing [redacted] appliances. If they are unable to do so - they should replace this oven with a new one at no cost to us and without delay.

- Cancel the extended warrantee they have sold us and issue a full refund as they are clearly not competent to service the appliances they sold us

- Provide compensation for the extreme inconvenience they have caused us by leaving our family without a working oven for almost 2 months

Business

Response:

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.

Review: I ordered 2 different appliances online from Summit on Feb. 5th, 2013 - a built-in model freezer and refrigerator. The fridge, model Summit [redacted]: 20" wide glass door all-refrigerator for built-in use, is at issue. Actually, the freeze also arrived damaged (the top locking mechanism was scratched and bent and unusable, but we were/are willing to overlook this flaw). The fridge, however, arrived completely unusable. The top hinge was cracked and falling off and resulted in the glass door falling off in my husband's hands as soon as it was out of the box. We immediately contacted Gerhards to let them know that there was an issue, as the product was over $500 for a miniature fridge. After sending pictures evidencing the damage, I was told by [redacted] that the problem would be remedied. It is now June 21st and we have the same broken fridge and have no end in sight to this madness.

Several weeks after talking to [redacted] I was called by Summit, the manufacturer, directly. They told me that they could send me replacement parts and I could get the fridge repaired locally. I told them this was absolutely unacceptable. We bought a brand new fridge and expected to receive a model that wasn't completely damaged. It is not my problem to try to find someone who can fix it (neither my husband nor I are handy) and then either pay for the repair myself or go to the effort to get reimbursed. Also, my car is not large enough to transport the fridge, which is another issue. Summit told me that they do not replace the unit, they only provide parts for repair or I need to talk to Gerhards as the seller again. It is absolutely crazy that a manufacturer wouldn't replace a unit that arrived so damaged that the door fell off in our hands and is completely unusable. They can't have a no return policy when they don't even send what you ordered (a brand new fridge). They might as well have sent a toaster and demanded that I keep it.

So, I contacted Gerhards again. Every time I talk to them via phone or email, which is VERY often since the fridge arrived in March, they have seemed to care and want to "solve" the problem, but absolutely NOTHING has been done. Lately they are refusing to even acknowledge receipt of my emails to check in on a progress.

I do not know if there is an issue between the manufacturer and seller on responsibility or what, but frankly, it is not my problem. For what it's worth, both the fridge and freezer arrived in boxes that showed absolutely no sign of abuse during delivery. Both boxes were in perfect shape w/ no bent edges, etc. Once the exterior boxes were open, however, it was clear that the fridge did not go through inspections before shipping. It did not have the same Styrofoam and cellophane protection that the freezer had. It looks to us as though it was possibly returned at some point and allowed to be shipped back out w/o any check on quality. This flaw is so obvious that if there was any quality control whatsoever, it shouldn't have left the building.

We really want this specific model of fridge b/c we modeled the design of our basement bar around it. The fridge and freezer were the very FIRST things we ever did w/ our basement remodel - we have since completed the entire project and STILL have no usable fridge. We very much want a resolution to this issue. Gerhards has told us they are working on a replacement, but it has been months and we have seen nothing. I am starting to think they are trying to string us along until the statute of limitations expires. Now that I am no longer getting a response when I try to contact them directly, I would really appreciate your assistance on this matter. We paid a lot of money for these units and we need something that works. If we had taken a chance by ordering "refurbished" models, I would understand. But we paid $1200 for 2 brand new mini units, we expected them to be functional. I have never in my life had this poor of customer service, particularly when dealing w/ returning an obviously defective product.Desired Settlement: We just want a replacement fridge delivered to our house as soon as possible (the original unit was ordered nearly 5 months ago and they were aware of the problem over 4 months ago).

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Jul 5, 2013 at 3:37 PM

Subject: [redacted]

To: [redacted] <[redacted]>

In regard to complaint [redacted] Gerhard has agreed to give the customer a brand new unit. She understands the situation the customer is in and is processing the correct information to get this done as quickly as possible. I hope this will help alleviate some of the customers frustration.Thank You,[redacted]

Review: We purchased over $8,000 in JennAir appliancec from Gerhards in [redacted], PA. The salesman told us in writing that we would qualify for an extended three year warranty. However, the warranty clause was never written into the bill of sale. I have the emails to prove the conversations took place. I have written them many times and they keep ignoring them and keep sending me bills. I have submitted all the E mails that I have and still they continue to bill me for service that should have been covered under warranty.One appliance had about 6 service calls on it and which still didn't fix the problem. Another appliance did not cook properly. They billed me for parts ordered and that did not fix the problem. Another appliance failed after the first year, but 3 months into the second year, that should have been warranted.I have written to JennAir and they agreed to provide a second year warranty, but not the third. The second year warranty started several months after the bills started coming from Gerhards. Gerhards fell short of expectations. I had another service company come here to fix the first appliance that had about six calls on it and they ordered all new parts and fixed it in a professional manner.We wanted to buy "American" and was told by the salesman that they were all made in America except for the microwave. When the appliance were delivered, the boxes said, "Assembled in America. The $1299.00 Exhaust fan says "Made in Mexico".Desired Settlement: I am asking that the bill for $327.01 go away and that they provide the third year warranty as promised after the JennAir warranty ends, which is 3/14/2014.Because of all this unneeded aggravation, I would like the warranty to extend to 3/14/2015.I have in writing the warranty extension from JennAir for my 5 appliances purchased from Gerhards.We wanted to purchase from a local dealer since my wife and I both grew up in the [redacted] area and they were there forever. Little did wee know....

Business

Response:

---------

Forwarded message ----------

From: [redacted]

Date: Tue,

Aug 6, 2013 at 4:48 PM

Subject: RE: [redacted]

To:

To

whom It May Concern,

I

am enclosing a series of emails that were sent to **.

[redacted] and myself stating that they were covering his units

until 2014. Please see enclosed documents which I have attached. I am

sorry the warranties were not what the customer expected

but they did not go through Gerhards nor did we provide

them. Jennair gave them to the consumer , at the time we

provided the service he had no coverage so we have in

fact billed him. This is normal for someone with no extended

service, they have started the service now and he has full coverage

until 3/2014. As for not being able to repair the unit if the

customer had continuing issues we will always have a service man go

out until the unit is fixed properly. Should the customer need

service we would be more than happy to have someone out to look

at the unit.

Sincerely,

Customer

Service Manager

---------- Forwarded message ----------

From: [redacted] <[email protected]>

Date: Tue, Aug 6, 2013 at 4:48 PM

Subject: RE: [redacted]

To: Allison Dondero <[email protected]>

To whom It May Concern,

I am enclosing a series of emails that were sent to **. [redacted] and myself stating that they were covering his units until 2014. Please see enclosed documents which I have attached. I am sorry the warranties were not what the customer expected but they did not go through Gerhards nor did we provide them. Jennair gave them to the consumer , at the time we provided the service he had no coverage so we have in fact billed him. This is normal for someone with no extended service, they have started the service now and he has full coverage until 3/2014. As for not being able to repair the unit if the customer had continuing issues we will always have a service man go out until the unit is fixed properly. Should the customer need service we would be more than happy to have someone out to look at the unit.

Sincerely,

Customer Service Manager

215-884-8650ex110

Review: PLEASE SEE EMAIL CHAIN BELOW FOR EXPLANATION. I'M TRYING TO RECOVER MY $50- REBATE THAT WAS SENT TO GERHARDS INSTEAD OF TO ME, BECAUSE GERHARDS GAVE ME THE INCORRECT REBATE FORM TO COMPLETE AND SUBMIT TO [redacted].

I'VE BEEN TRYING SINCE MY 3/24 BELOW EMAIL TO DAWN TO HAVE THIS FIXED AND I CANNOT GET A RESPONSE OR ANY HELP FROM GERHARDS EVEN AFTER NUMEROUS PHONE CALLS ALSO. I KEEP JUST GETTING TRANSFERRED TO ANSWERING MACHINES WHENEVER I CALL AND NO ONE CALLS ME BACK, NOR WILL THEY RESPOND TO MY EMAILS. MY SON HAS ALSO TRIED TO NO AVAIL.

JUST NOW, I'VE INCLUDED EVERY EMAIL ADDRESS FROM Revdex.com SITE FOR PEOPLE IN THE ORGANIZATION AND HAVE INCLUDED THAT EMAIL BELOW FOR YOU ALSO.

--------------------------------------------------------------------------------...⇄ />
From: [redacted]

Sent: Thursday, March 27, 2014 7:43 PM

To: '[email protected]'

Cc: [email protected]

Subject: [NOENCRYPT] Dawn I left you a detailed phone message...........MY REBATE WAS ISSUED TO GERHARDS ON 2/11 BECAUSE YOU GAVE ME THE WRONG FORM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Importance: High

Hi Dianne. I have tried hopelessly to no avail to reach Dawn to help me with this. Please read the below email that I sent to Dawn on 3/24 and left a message, plus both my son and I have tried numerous times to no avail to clear up this matter. Please see 2 emails below . Please scroll down and read Dawn’s email 1st . The 2 pdf’s above were what Dawn sent to me with her email. The 2nd email explains to you what has happened and what I am trying to get “resolved”.

My email to Dawn on 3/24 pretty much explains just what has happened. But to sum it up, I bought the TV for my husband. My son [[redacted]] ordered it and put it on his card [as you can see from the invoice]. The TV was delivered to my home, [redacted].

The TV had a rebate promotion of $50- for the model I selected. I was told originally by someone on the phone at Gerhards that I would get the rebate form I need to fill out in the mail, but I never did. Thus, where Dawn steps in. She sent me the above TV rebate form. [Please read my email just below]. I did what she said and filled it out, but called and questioned her because it really didn’t seem like a form that I should fill out, it seemed more like it would be for YOU, GERHARDS to obtain a rebate. Dawn assured me it’s the right form, and told me what to fill in on the left for Gerhards info and I did. I followed all rebate instructions, mailed, kept a copy etc.

As I wrote below, never got my refund and it’s over 12 weeks, so I started dealing with [redacted] because I couldn’t bring up my rebate status in their site via my phone, my sons phone, either of our addresses etc. [redacted] helped me for over 2 weeks trying to find this. After much back and forth we finally figured out that you gave me the wrong form and this made the $50- rebate go to GERHARDT’s . The check was issued to Gerhards on Feb. 11thn, and sure enough you guys got my $50!!! So now I am owed the $50- from Gerhard’s.

I’ve included the link below to [redacted] along with the screen shots to show that Gerhard’s received my $50- rebate, date check sent and submission # so that you can verify. There’s a submission # right on the screen shot #[redacted]. That’s how [redacted] can tell that the invoice and rebate form were the ones that match up to my rebate for my TV purchase that they sent Gerhards the $50- rebate check for. Now I need to get it back from you.

So, how do we resolve this? Gerhard’s took my $50- rebate and never even notified me and it’s been over a month and a half. That’s not very nice or fair to me.

Can you please help me get this straightened out and have the $50- check due me sent right away?

I appreciate your help. Thx ?

My address:

[redacted] 11714

###-###-####

--------------------------------------------------------------------------------...⇄ />
From: [redacted]

Sent: Monday, March 24, 2014 3:40 PM

To: [email protected]

Cc: [redacted]); [redacted]

Subject: [NOENCRYPT] Dawn I left you a detailed phone message...........FW: MUST BE POSTMARKED BEFORE JANUARY 2ND TO QUALIFY rebate

Importance: High

Hi Dawn. I just left you a message. Here is the email that you sent to me with the rebate form attachment and invoice for the ** TV. I had called you when I was filling out the rebate form as it seemed that it was not a form for me, the consumer, to fill out and submit, but instead for Gerhard’s to obtain the Member Dealer Trailing Credit Reimbursement. I was correct. It’s been over 12 weeks now and I’ve been following up with [redacted] and there’s no record under my name etc. Well, I just entered Gerhard’s telephone number to search and sure enough, you guys got my $50!!! The check was issued to Gerhard’s for $50- on February 11th. So now I am owed the $50- from Gerhard’s.

How do we resolve this? Gerhard’s took my $50- rebate and never even notified me and it’s been over a month and a half. That’s not very nice or fair to me.

I’ve included the link below to [redacted] along with the screen shots to show that Gerhard’s received my $50- rebate, date check sent etc so that you can verify.

Can you please help me get this straightened out and have the $50- check due me sent right away?

I appreciate your help. Thx ?

My address:

https://[redacted]rebates.com/SearchSubmissionResults.aspx

--------------------------------------------------------------------------------...⇄ />
From: Dawn V[redacted] [mailto:[email protected]]

Sent: Thursday, December 12, 2013 6:40 AM

To: [redacted]

Subject: MUST BE POSTMARKED BEFORE JANUARY 2ND TO QUALIFY rebate

Attached is a copy of your order and the rebate.

Thank you for working with Gerhards

Dawn V[redacted]

Gerhard's Appliances

###-###-####Desired Settlement: I want my $50- rebate check that is due me and was sent to Gerhards instead of me due to Gerhards giving me a DEALER REIMBURSEMENT FORM instead of the CONSUMER FORM.

Can you please help me get this straightened out and have the $50- check due me sent right away?

I appreciate your help. Thx ?

My address:

Also my son has contacted ** and made them aware of this dishonest practice by one of their dealers [gerhards]. the # of that filing is [redacted]

Business

Response:

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 time. I apologize that no one got back to her and we will certainly handle that issue internally. As for the customers check, we did in fact receive it and have held it until we could figure out what client it belonged to. We have since realized the error and signed the check over to [redacted] and mailed it to her. She should see it in the mail any day next week. Should [redacted] have any further questions I would be more than happy to answer them. I hope this alleviates her concerns.

Consumer

Response:

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] Review: [redacted]I am rejecting this response because:Regards,[redacted]

Consumer

Response:

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.

Business

Response:

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.

Review: I purchased over $8000.00 worth of appliances back in early September from Gerhard's. The appliances purchased include a refrigerator, cooktop, microwave oven, convection oven, dishwasher and a cooktop hood. Prior to delivery and installation, Gerhard's sent a contractor ([redacted]) to my house to confirm measurements and provide an estimate for installation. Contractor measurements revealed that space above cooktop and between cabinets was 36". On August 22, Gerhard's sent contractor ([redacted]) to deliver and install the dishwasher, ovens and hood. The cooktop was on backorder and the refrigerator was delivered by Gerhard delivery men later in the day. The contractor ([redacted]) was not prepared for the installation of the ovens, so he did not deliver the ovens. Contractor ([redacted]) installed the dishwasher and left the hood in the box in my living room. The hood that the contractor left in the living room was a 30" hood, not a 36" hood. The Gerhard salesperson erroneously ordered the wrong size hood. I immediately contacted Gerhard's to let them know that the contractor ([redacted]) did not install the ovens and left the wrong size hood at my house. Gerhard's salesperson told me that I could return the hood with the contractor ([redacted]) who was scheduled to finish the job on September 23. On September 23, Gerhard's sent the original contractor ([redacted]) to install the ovens and cooktop. The contractor ([redacted]) successfully installed the ovens and cooktop and he took away the incorrect size 30" hood. He did not deliver a replacement hood. After numerous phone calls and e-mails to straighten out my order and the billing associated with my order, I received my new 36" hood on October 4. I was charged $435.99 for the new hood, but I never received a refund for the returned 30" hood ($409.99). I have contacted Gerhard's numerous times by phone and e-mail. My original salesperson does not respond to my inquiries. Another Gerhard employee ([redacted]) has been helpful. She sent me the following e-mail on 10/17/2013: "I am going to follow up with a phone call, but this is the status of your refund…within 1 week you find $434.59 will be refunded to your credit for the return of the range hood." It has been a week and two days and I still have not received the refund. It has been four weeks since the hood was returned.Desired Settlement: Refund my credit card $409.99.

Business

Response:

To Whom It May Concern,

I truly apologize to [redacted] for all the confusion! After reviewing her account with the controller here we have seen that a credit is due to the customer for the hood in the amount of $409.99 plus tax. A check is going to be issued on Friday in the correct amount. If [redacted] has any questions she is more than welcome to contact me directly at ###-###-#### ex[redacted].

Review: I purchased 3074.32 worth of appliances from Gerhards on November 22, 2012. Gerhard's charged my credit card on November 29, 2012. The merchandise had not arrived and when I called I was told they could not locate my order. I emailed [redacted] on February 4, 2013 with the order number and requested a refund as they never shipped the merchandise. I did not receive a response. I emailed again on February 18, 2013 and asked for HELP. Later on Feburary 18 Gerhard's (no name on the email) replied that the order was refunded. I promptly checked with my credit card company and there was no refund posted. I emailed again, multiple times informing [redacted] that I had not received a refund. On February 20 at 8:47 pm [redacted] sent me a transaction detail through paypal. The same night I requested through Michelle that Gerhards post the credit to the card that was used to pay for the unshipped merchandise. On February 21, 2013 I checked again and again and requested that Gerhards post the credit to my credit card account. I did not hear back. On February 25, 2013 I emailed [redacted] again to which she responded it went through paypal as she has "repeatedly explained". I called Paypal on February 25th and located the credit. HOWEVER, paypal deducts a "fee" and in this case it is 89.46. In addition, Paypal only allows a 500.00/month credit, unless I lift my limit (their way of getting information from people). I wrote [redacted] again and let her know that Gerhards is responsibile for the full amount of the credit due and requested the fee difference, as I, the consumer am in no way responsible for Gerhards inability to ship an order. I have not received a response and plan on disputing through the credit card company. Gerhards has no interest in customer service, satisfaction or good business practice.Desired Settlement: Immediate full refund, matching the charged amount of 3074.32 posted to the credit card used for the original transacation. Recommend Gerhards staff takes classes on Customer Service.

Business

Response:

To Whom It May Concern,

I am very sorry that the customer has had the trouble they have described. Unfortunately there is nothing we can do in this matter. Per our terms and conditions which are listed on our site we have to refund a customer the same way they make a payment. If a customer makes his payment via pay pal that is the only way we can refund them. In this instance the customer had already BEEN refunded prior to him asking that we put the monies directly on his card (which we can not do anyhow). The customer I am sure knows the terms that paypal has, since he would have been the one to set up a account with them. We have no control over their fees or the amount of time it take for them to refund their clients.

Review: Purchased a brand new ** refrigerator and 5-year extended warranty from Gerhard's Appliances on 31Jan2014. The refrigerator is too warm and Gerhard's technicians confirmed that the unit is defective (running too warm and has a "sealed system issue"). However, the service dept claims they can't fix the issue and keeps sending me to deal directly with the manufacturer. Gerhard's documentation of the issue is poor, causing tremendous issues when dealing with the manufacturer, who claims that based on Gerhard's documentation, there is nothing wrong with the refrigerator.

My brand new refrigerator has been consistently running above 40 degrees (42-46 degrees), which is above food safe conditions. I've had to throw out my spoiled food numerous times for over a month now!!

Gerhard's refuses to provide better documentation of their diagnosis and refuses to repair the refrigerator (** reports that Gerhard's service techs ARE certified to make these repairs - including repairs due to sealed system issues, and doesn't know why Gerhard's is refusing to repair the unit).

Although my case was supposedly escalated weeks ago, no one has been doing anything to either repair my defective refrigerator or provide adequate documentation. When I asked to speak with a manager regarding this, Gerhard's service dept stalled and left me waiting on the phone forever. Conveniently, the manager was unavailable. Their service dept agent, [redacted], keeps answering my calls when I ask to be transferred to a manager. Instead of transferring me through, she argues with me and tells me that they've sent GE all their documentation. She repeatedly tells me that the diagnosis is a sealed system issue, but refuses to provide me with any documentation stating that. She doesn't seem to understand that verbally telling me the same thing over and over does NOT provide an adequate response to my repeated requests that those reports NEED TO BE DOCUMENTED!!

I cannot keep throwing out food, replacing food, cooking, cleaning up and then throwing out more food over and over again!

I've also realized through the past several weeks of utter frustration that purchasing a 5-year extended warranty with Gerhard's is meaningless if they claim they can't perform any actual service or repair.Desired Settlement: After weeks of nothing but frustration and spoiling food, I demand a full refund for my entire purchase (refrigerator, delivery, extended warrantly, sales tax) totalling $1,567.68. They can have this defective refrigerator back AT THEIR OWN COST FOR PICKING IT UP. Otherwise, I will have it hauled away by the next company when I purchase a new refrigerator from another retailer.

Business

Response:

To Whom It May Concern,

I have been in close contact with the customer since she sent in her complaint and I believe we have resolved all of her issues. We are addressing the issue of lack of communication internally and [redacted] is aware of this. I contacted GE on [redacted]'s behalf and they have agreed to give us a return authorization for the unit. Once we receive this we will then issue a refund to [redacted] so that she may proceed with purchasing a new unit. Our main goal here was to get the customer as satisfied as possible after her bad experiences. Should she have any further questions I would be happy to address them. I hope this helps assure [redacted] that Gerhard's is committed to customer service and appreciation.

Consumer

Response:

Keala Tyler <[email protected]>

2:53 PM (18 hours ago)

to me

I filed a complaint against Gerhards for selling me a broken refrigerator, delaying the refund, and refusing to refund me for this purchase even after they received a return authorization from the manufacturer (**) and picked up the broken fridge for the salvage yard.

As a result, I was asking for the full refund + an additional $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,

Review: Ordered two air conditioning units for one of our plant control buildings. Called the business on 7/23 to make sure they had stock as we needed these ASAP. They confirmed 18 in stock, so we ordered and were given a delivery time of 5-7 business days. They put the items on the truck for delivery on 8/1 and apparently called our control room on multiple occasions for directions as they could not find us. They spoke with the operator on duty. The driver still couldn't locate us and disconnected on our operator. They never came back to deliver, called the office staff, or emailed us about this. I was under the impression that they had been delivered, only to find out the next week that they couldn't find us and never came back. Our facility is located inside of a very large steel production plant, which is designated by signs on the highways in the surrounding area. I also indicated on the order that we are inside of said steel plant. They were provided with our plant phone number and the items were ordered by [redacted] (General Manager), which I had to list that way because we paid with the company credit card and it had to be an exact match. When I spoke to Gerhard's, they took no issue with the fact that their delivery company made no effort other than that small one by the driver to get our items to us. They told me to contact the trucking company and schedule another delivery. I did so and the trucking company advised they weren't going to be back in our area for until Monday or Tuesday of the next week and they would get to it then. I indicated that this was unacceptable and we needed these items ASAP. They were unapologetic regarding the inability of their driver to follow directions and the fact that they NEVER followed up with me. They also said that the driver "didn't get through to anyone" and also that he was told "[redacted] doesn't work here". First, you listen to a menu when you dial our number to get to anyone and the first person on that menu is [redacted], General Manager, extension [redacted]. To get to the control room you have to go through that menu. Second, on any given shift, we have a maximum of 8 long time employees who are all managed by [redacted], so I highly doubt anyone was told he doesn't work here. I asked why we were never contacted any further and they stated that they reached out to Gerhard's via email on Monday, August 5th. I asked for a copy of that email, which I never received. I contacted Gerhard's to express my displeasure and indicated that these units are used to keep the room cool with our control system in it and if that system alarms it can trip our plant, which will also trip the steel mill. This costs both our plant and large amounts of money. Gerhard's couldn't get their contracted delivery company to deliver any sooner than that Monday or Tuesday (another 6 business days away) , but stood by the delivery company's lack of customer service. On three occasions I indicated we were going to have to cancel the order and order through someone else if we couldn't get them within the next day or two. It wasn't until the third time I called that they indicated we would have to pay shipping, which was free on the order, and pay a restocking fee. This is unacceptable due to the fact that they gave up on delivery and never reached out to us although they had the GM's name, phone number, and my email address.Desired Settlement: We no longer want these units from this company and should not be charged the price of the items, nor a restocking fee since we've never had possession of these items.

Business

Response:

9/19/13

To Whom It May Concern,

The charge in question is a restocking fee and return shipping as welL The customer ordered two air conditioning units from our establishment on 7/23/2013 for their corporation [redacted]. When ordering these appliances the customer gave us a direct address but it was never explained that her company is difficult to find. Our shipping company attempted to make the delivery on 8/1/2013 at which time the driver attempted to call numerous times but was told "[redacted]" does not work there. There was much confusion between shipping and the customer and the delivery was rescheduled. (I am enclosing the emails between our head of E commerce and a [redacted] employee which chronicles this,)

Due to the nature of the business the customer could nqt wait for delivery and cancelled their order. As per our terms and conditions when making a purchase from the internet should you cancel an order without 24 hours' notice prior to shipping out you are subject to a 25% restocking fee and return shipping cost ( I have also enclosed this document.)

Sincerely,

Consumer

Response:

Review: I ordered a dishwasher from Gerhard's in December 2012, which was installed by a technician. As a side note, they quoted me $50 less on the phone for the installation but when the technician came, he had a difference price. The dishwasher arrived with a dented door than the technician assured would be replaced. After months of contact with the Gerhard's service department (repeated phone calls and emails to [redacted] and [redacted] in the service department), the door has still not been replaced. I was told that they had ordered the new door but it was the wrong one, then it arrived damaged (the story changes each time). I have not received responses to my emails to [redacted] from a month ago. It is now 6 months after the purchase and the door has still not been replaced and the service department doesn't return phone calls or emails. A different department called me recently and had the nerve to ask if I wanted to extend the warranty on the dishwasher. I couldn't believe it.Desired Settlement: I just want the door replaced and I hope to never have to deal with this company again.

Business

Response:

[redacted] for [redacted], we do have her panel and she has been scheduled for 7/3 to have it installed. Please let me know if you have any questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Worse maintenance service ever experienced. Since Sep 2015, we have had five scheduled service calls to resolve a detergent and fabric softener dispensing issue with our GE clothes washer. Two of these scheduled visits were no shows. We wasted five days of our busy time. We are waiting on our sixth maintenance service call now.
Would not recommend doing business with Gerhard's.

Review: We have been waiting over three weeks to have our dishwasher fixed. The dishwasher needed a new motor. The company ordered the motor and we were told by the repairman that he would return the following Saturday to replace the motor. When my husband called, he was told because we have the extended warranty, even though they had the part, they wouldn't repair for at least eight days. They would decide in that time if it was cost effective for them to repair the machine or replace it. They would call the following Tuesday and let us know their decision. The machine is just over a year old and is the second appliance Gerhard's sold us that has broken. We bought an entire kitchen set, all our appliances there.

The repairman explained that the dishes needed to be much cleaner than we were putting them in the dishwasher, that essentially the dishwasher sanitized the dishes. He also said, that salesman often told customers claims about the dishwasher that weren't true, just to sell product.Desired Settlement: I really think that we should be reimbursed for the time we have gone without a dishwasher.

Business

Response:

To Whom It May Concern,

I am truly

sorry for the customer’s trouble. The idea was never to make the customer wait

an exceedingly long time for service. The customer has a service contract which

means pre authorization needs to be given before any parts are ordered. The

concept is to weigh the cost of unit VS the cost of repair to see if it is

worth the repair. Because the customer’s contract is thru an outside company,

this does take longer than normal. However, another portion of the delay was

that the customer was only available on Saturdays, Leaving us to find a Saturday

that both they and we had availability. I am enclosing a copy of the service

ticket which states as much. The repair has been completed as of 9/28/13. Our

goal is to maintain an excellent level of customer service. We will always do

our best to make adjustments based on the customer’s needs. Should the customer

need anything further we would be happy to oblige.

As

far as the customer stating the technician told her they were lied to, I can

only say I believe this was a miscommunication. I spoke to our technician and

he states nothing of the sort was said but a discussion on what the machine is

made to handle and which brand was best did occur. I hope this helps to clarify the issue for both

yourself and the customer.

Review: I ordered a stove from Gerhards. The website did not say it was on back order, but I was informed of that after I made the purchase. My credit card was charged before I received the stove. The stove arrived and a plumber came out to install it. Their were scratches on the back corner of the ceramic stove top and the burner covers do not fit over the burners. They appear to be for a smaller stove. I wrote to the sales person, [redacted] Gerhard, saying the stove was scratched and the wrong burner covers were sent. She asked me to send pictures. I did e-mail her the pictures and have sent several since, but she has not responded to me.Desired Settlement: I would like the correct burner covers that fit my stove and a $100. 00 discount for sending me a damaged stove.

Business

Response:

Please see attached response

Business

Response:

Please see attached response

Consumer

Response:

[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

Review: [redacted]

I am rejecting this response because:

Ultimately the Manufacturer, [redacted], did come out and replace THE ENTIRE STOVE COVER, after receiving several burner grates that were exactly alike and did not fit the stove. Apparently someone had put the wrong top on my stove. This explains why the stovetop was scratched when I ordered a new stove.