Gerhard's

Review: I purchased 4 major appliances on February 19th. They were delivered to me on March 8th. Around the week of March 25th the refrigerator fan started to run loudly. On Saturday April 6th a Gerhards installation person came to my home to install my dishwasher and heard the noise and said I should call service becuase that was the fan and should not be that loud. On Friday April 12 the service man arrived and found that the drain was not working properly and water had collected in the freezer and had frozen. He chipped all the ice away ordered a new fan and motor just to be sure it would work properly and said the water should drain properly. Saturday April 13 the fan began to make the same noise. I called Gerhards on Monday April 15 and asked to have the regrigerator replaced. I was told that the manufacturer would not replace the refrigerator until they had tried to fix it 3 times. I asked if they had service after 5 and was told that only on Saturdays. I expressed dissatisfaction about not wanting to wait until Saturday and was told I was the one who said I did not want someone to come during the day so it was my fault if I had to wait until Saturday. I informed the man on the phone that I did not feel it was fair to blame me for their service hours not being convenient for working customers and he transferred me to service without asking ( essentially hanging up on me. ) The service office scheduled another appointment. I called and asked to speak to a store manager. I was transferred to [redacted]( who was not a store manager) to complain about the rude person who answered the phone who was not kind or helpful. She was very apologetic and confirmed that I needed to have service come three times. Servcie came on Tuesday April 16 and did the same as before and assured me that they had ordered a new fan, motor and drain. at this point I realized the refrigerator did not seem very cold and bought a thermometer, on the coldest setting it only gets to 51 degrees, food started to spoil. On April 22 service replaced the fan, motor and drain. he was told about the temperature and said he felt what he had done would fix that. To wait about 2-3 hours and check the temperature again. 5 hours later the temperature was still 51 degrees. On 4/24 my brother contacted Gerhards to ask to have the refrigerator replaced since we had tried to fix it three times as indicated earlier. He spoke to two people who were very rude, when they thought he was on hold heard a woman say to a colleague " you can't leave, you have to take this call, I can't deal with him" My brother wase told that a service person would come back out. He asked to have the refrigerator replaced as we were told before and he was told that the manufacturer would not do that until the manufacturer sent someout out o fix it. NOT what we were told originally. Gerhards came again today 4/25 a service person took photographs of the problem but did not fix it. He said he would send it to the manufacturer. I called Gerhards on 4/25 and asked to speak to [redacted] since she had been helpful before. I explained what was going and asked to have the refrigerator replaced. She said " you will have to deal with the manufacturer and service can help you" she transferred me without asking. I went into a voice mail. I called back spoke to a man named [redacted], explained the situaiton he confirmed that in order to get the refrigerator replaced I would have to talk to service. I asked who the service supervisor was and he said his name was [redacted]. I asked to talk to [redacted] transferred me. I got a generic voice mail and left a message indicating the story, that since I bought the refrigerator from them that I wanted them to replace it, and deal with the manufacturer to get their money back. I asked for a call back and indicated on the message that if I did not receive a call back I would complete a formal complaint to the Revdex.com. That was at 8:30 am on 4/25. At 4:30 PM on 4/25 I have not yet received a call.Desired Settlement: I would like Gerhard's to replace the current refrigerator since it is only 50 days old and has had 4 service calls already and work with [redacted]. as a customer who has already paid for the appliances, I feel the store should offer support and assistance in this process.

Business

Response:

To Whom It May Concern,

I am very sorry that [redacted] has had multiple issues since receiving her new refrigerator. Unfortunately we do have to follow the policies that the manufacturer sets before us and that includes trying to repair a item before we can replace us to a particular extent. I do apologize for different representatives from our establishment if they were rude or unhelpful on the telephone as [redacted] suggested. We are a family run business and do not make a habit out of wrongly treating our customers. We did get the customer a new unit and it was given to her as of 5/7/13. I have enclosed a copy of the exchange invoice for your benefit. I hope this goes some way toward rectifying the situation for our valued customer.

Review: I ordered two products from Gerhard's on 10-14-2014 an oven and a microwave. The following morning I sold my oven and by the afternoon I was sent an email stating that they had a pricing error and they were not going to honor the prices that they had posted on the internet website and had refunded my money. I noticed a call from Philadelphia on my cell so I returned it. A person by the name of Zach explained that they had this error occur and there wasn't anything that they could do about it and proceeded to hang up on me. Keep in mind I did not curse, yell just tried to understand what was going on. It is the 17th and still no money is refunded in my account so no money, no new oven or microwave and my old ones are sold due to the fact that I had a receipt of the new ones that I paid for. I then called back on the 17th to explain that I still have no refund and Rich G[redacted] takes the call and is also VERY RUDE! They would sell me the products at a higher amount. There was no mention of trying to find a reasonable solution for both parties, just hung up on TWICE by two different people and I was never unkind. They have caller ID because when they answer the call they know my name but never introduce themselves. Now they won't even answer my calls I just get put on hold. They took my money that night out of my account and here it is 3 business days later and still still have no refund to my account. I have a refund receipt but no money. As I had a receipt for purchase products that I did pay for? On their web site they state that they are a member of the Revdex.com but when we tried to look them up under your site they do not show as being a member??Desired Settlement: I feel that this company should one apologize for the HORRIBLE customer service and extend me an acceptable offer on their products for the hassle that I've been put through. I am without ovens...my own as well as theirs, no refunded money {as of today} and dealing with a company that their answer is to hang up on you. I own my own company and I would first honor the price that I sold it at or at the least sell them the product at my cost for the hassle that I put them throu

Business

Response:

To Whom It May Concern, This customer has already been issued a full refund. This was done on 10/15/2014. She may not see this until her next billing statement but from our bank the refund has already been put through. I do sincerely apologize for any inconvenience the customer experienced and will certainly handle the issue of who spoke to her internally. We do not lead our customers on a goose chase and I again can only repeat how sorry I am for the inconvenience.

Review: The customer service that I received from this company has been horrible. I ordered 2 sets of ovens and refridgerators to be delivered to my rental apartments on March 29th in time for an April 1 move in for both units. I spoke with the representative from the company and they confirmed the delivery date. I took off work to be at the location to receive the delivery. The delivery never showed and I never received a phone call. I called the business several times and was unsuccessful at getting through their phone system. About a week later, I stopped by the NE location and spoke to [redacted]. He said that my items was on backorder and that someone should have told me that. Duh? He promised to look into the matter and to have another set of items that were in stock delivered, I had no other option. He did get another set delivered mid month. However, I called and spoke to him on at least 3 separate occasions, all of which he promised to get back to me about my refunds. He did not and so I have no option at this point but to take the matter to the Revdex.com. Hopefully, this is not how they treat all of their customers because they may soon be out of business for the lack of responsiveness.Desired Settlement: My desired outcome per my conversation with [redacted] (Northeast [redacted] location) is that I should be compensated in some way for missing a month's worth of rental income in 2 units ($1250 value) and that I should be completely reimbursed for my delivery charge since the website indicates that the shipping is free for orders over $1000 and my order was over $1500.

Business

Response:

To Whom It May Concern, I do realize that there has been a lack of communication here and for that I truly apologize. However, if appliances are on back order it is not something we have any control over. The appliances get ordered from a distributor who then releases them to us. If a manufacturer is out of stock we the retailer do not always become alerted quickly. In reference to the delivery charge, our website does offer free delivery for orders over $1000.00 but that is only for clients located outside of PA. It is stated on our website as well. That free delivery also only pertains to curb side drop off, [redacted] had the units brought into his home and set in place. We are not going to reimburse [redacted] for the rent he lost, this is not how business operates in any circumstances. I can say that the units he purchased were from Italy and often take time to ship. I truly apologize that there was a delay and everyday we make changes to try to improve our business so instances like this do not occur often. Sincerely,Gerhard's Inc.

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 website does not mention anything at all pertaining to the free shipping for outside the state of PA only. Per the attached photo, it shows that *tax has a asteroids and next to it states that excludes PA residents. As far as I am concerned it's false advertisement and very misleading. I expect my money for shipping to be returned to me.

Regards,

Review: At the advice of a salesperson, I purchased a portable AC from this company on 8/16/13. The transaction was made over the phone and I described in detail the specifics of the area I needed to cool. When I picked up the unit at the company's warehouse on 8/19/13, I found the unit's size to be incompatible (too large) with the space for which it was intended. Furthermore, the electrical cord on the unit does not extend far enough to reach the nearest outlet and the manufacturer warns against using an extension cord. To make matters worse, on the one occasion I attempted to use the AC, the condensation on its exterior was so bad that I was unable to use it for fear of ruining the carpet under the AC. I have contacted Gerhard's, several times within the past month, both by phone and by going into the store. They have been unresponsive to me attempted phone contacts. As a result of my going into the store, they sent a service rep to my home on 9/26/13. He agreed that the AC was incompatible with the space for which it was intended and agreed to try to intervene for me with management whom, he said, would deny a return of the AC. I have not heard from Gerhard's yet and do not expect to, considering their unresponsiveness to my earlier phone calls.Desired Settlement: I would like to return the AC to Gerhard's and to receive a full credit ($475.94).

Business

Response:

There are several inconsistencies in the customers correspondence to the Revdex.com. The customer bought this unit over the phone, she was looking for the best price and never told the sales associate that it was going to be placed in a small hallway with no access to ventilation or an electrical outlet. She picked up the unit from us and could have certainly said if the unit was to big at that point but did not. Also, most of the portable air conditioners are of a similar size. To find a compact unit for particularly small spaces would significantly raise the customers budget and again that issue was never mentioned. I would also like to mention that the customer bought the unit in August but her first notice to us was not until the end of September when she called in for service stating it was leaking water from poor ventilation. Why would you use the unit for a entire month and then try to return it? The whole situation does not make any sense. Of course we would not take the unit back at that stage with nothing being wrong with it. We try very hard to keep our customers happy but there is a limit to the customer always being right.

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 Gerhard's has, once again, failed to understand/accept the specifics of my complaint and my request for a resolution of the problem.

A "best price" was never mentioned in my phone conversation with Gerhard's sales associate on 8/16/13. As I stated in my complaint, I described in detail the dimensions of the area I wished to cool, as well as the dimensions of the hallway in which the unit would be placed. Please note: this hallway does have "access to ventilation". It has a window out of which the AC's hoses were vented, during my one unsuccessful effort to use the unit. Repeat: the unit was turned on once. The reason for my delay in unpacking and using the unit is that the weather between the day on which I picked it up (8/19/13) and the week of 9/8/13 was not hot enough to require AC.

After unpacking and attempting to use the unit, sometime during the week of 9/8/13, I called Gerhard's at least twice, hoping to speak with someone knowledgeable about my findings. The harried customer service rep (title?) to whom I spoke each time I called was distracted, assured me that the company would not accept a return, and finally suggested that I leave a voicemail message for [redacted] Gerhard. I did this, sometime during the week of 9/8/13, waited almost two weeks for a callback and then, realizing that this was not going to happen, went into the store on 9/23/13. I spoke with yet another customer service rep at that time who sent a repairman to my home on 9/26/13. As I said in my complaint, this person agreed that the unit was incompatible with the area for which it had been purchased, agreed agreed to represent this fact to his manager and assured me that someone would contact me with a response to my request to return the unit in exchange for a cash refund/store credit. That response never happened which is why, after these repeated attempts to communicate with Gerhard's directly, I contacted the B.B.B.

I too do not believe that "the customer is always right", but I also believe that, sometimes, a customer does have legitimate complaint and that a reputable business always responds respectfully to its customers' concerns.

Thank you again for your assistance in this matter.

Regards,

Business

Response:

There are two side to every story and we realize that. I have spoken to the technician who went to the home and he did indeed say he agreed the unit was to big for its space he also stated the unit was not vented properly hence the leakage. I also spoke to the sale assistant who the customer worked with and he remembers the phone call very vividly. The topic of price was discussed at length. The customer never gave dimensions of the space the unit was going into, also, it is not an issue of the size of the space but the size of the unit. The customer has not addressed the fact that she bought something over the phone sight unseen, paid for it, agreed to the sale. She also picked the unit up seeing how big it was and still took it with her. We can not take back used merchandise, it is written on her sale and she has been made aware by several people here as well.

Review: I purchased appliances from Gerhard's and got bait and switched. I went to his warehouse sale and purchased a Viking range, Viking [redacted] microwave, and a Thermador [redacted] dishwasher.

I received a microwave which was missing half of it's insides and a Thermador DWHD410GFM dishwasher. The dishwasher I purchased was Thermador's top model and they gave me the lowest model.

After contacting [redacted] he told me he would look into it. About 2 weeks later, many more emails and phone calls, he told his warehouse guys destroyed the dishwasher I purchased and that was why they delivered the other unit. He said he was still looking into the microwave issue. Since then (for another month and a half) I have been emailing, stopping by his store, and calling him. Finally he said he had a microwave for me. I setup an appointment to pickup the microwave because I did not want to wait for his delivery guys who usually show up a day late. I get to the store and the new microwave has a worn keypad from much use and stripped mounting holes. So I asked him to replace those pieces with the ones from the first microwave that was missing pieces. He said his warehouse guys threw it out. After going back and forth with him for an hour he finally came up with the other microwave that he had been saying was thrown out and put them both in my car for me to take home and savage the pieces to make a complete unit. (I am not an appliance repairman)....I have managed to put a working unit together. Now that I finally had a microwave I started to pursue the dishwasher that he owed me. Once again the story change to the dishwasher he sold me, the floor model. Now he said it had been damaged on a jobsite and leaked. Another words he new it was not useable when he sold it to me. He gave me the option of taking a Bosch dishwasher and crediting me $200 or selling me an new Thermador [redacted], the model he previously sold me but not delivered, for an additional $750. At this point I can't believe a word he says. He is one of the owners of the company and has continuously lied to my face. I ended up paying him the additional $750 to get the item I wanted. This is just wrong. I even have the original sales slip showing he sold it to me for $800. It ended up costing me $1550.Desired Settlement: If his warehouse guys damaged or destroyed the dishwasher that is his problem, not mine. If the microwave he sold me was non functional he needed to fix it in a timely fashion. This took me two months, $750 additional and an uncountable number of hours and phone calls to get the correct working appliances. Be aware this is not an upstanding company. Hopefully he doesn't bait and switch others and sell them faulty merchandise. It will be to soon if I never have to deal with him again.

Business

Response:

Review: Purchased >$4,000 in kitchen appliances from Gerhards in [redacted], PA in mid-Jul 2014. The glass microwave plate was delivered broken. We called numerous times and we first had difficulties getting the sales representive to return our calls, so my husband went down to the store to show him the broken plate. We were told the plate had been ordered. We then received the incorrect plate (a metal plate vs. the glass plate). My husband then called again and we were told that the correct plate would be ordered and take 7-10 business days. This was over 2 weeks ago. We are now at 1.5 months and we have still not received the correct plate to properly operate the microwave. We called the store manager and we were told that "you don't really need the glass plate...".Desired Settlement: Replacement of the glass plate to properly operate the microwave as well as an apology from the company regarding the poor customer service and the way that this was handled.

Business

Response:

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

Review: On 3/30/2013 we purchased appliances for Gerhard's. When the stove was delivered and installed it was noted to have a scratch. \We contacted Gerhard;s and they scheduled a service person to inspect. The inspector offered us a $100 scratch refund, but since it was a $1,924 stove we requested the scratched part replaced. The service tech ordered the new part which was delivered about 30 days later. When the service tech unboxed the stove part he found it damaged and requested a new part be ordered again. Approximately 30 days later the part was delivered and we call Gerhard's for the part to be installed. Again, when the service technician unboxed the part he found it again damaged and returned it and reordered a new part. After about 45 days we calledGerhard's looking for the repair and part. They could not find any notice of the part ordered and they reordered it. Approximately 2 months later the part arrives and we notify the store to send the technician. The technician comes and installs the replacement part, but during the installation he damaged the another rubber gasket on the stove and he said he would order the gasket. We never heard from Gerhard's so we followed up. Gerhard's has not responded and seems to be ignoring our requests and phone calls. We have spoken to [redacted] the store manager and she states it is in Mr. Gerhard's hands. I have since sent [redacted] a request after repeated calls and e-mails went unanswered from my wife. [redacted] has not responded to my e-mail as well. It has been approximately 8 months and Gerhard's has not provided us with an undamaged stove and has sine left us with a stove that is not a fire hazard as it has a runnier gasket that is hanging off the appliance. This stove costs $1,924 plus tax and it has not been repaired as necessary. In fact Gerhard's has damaged the stove worse then the original scratch. We would like a new stove installed and the damaged stoves removed.Desired Settlement: Replace the damaged stove, or fix it so it as good as new.

Business

Response:

To Whom It May Concern,

I am aware that the cooktop continued to come in damaged for the customer. It is unfortunate but we have no control over how parts are shipped out to us, for the inconvenience this caused the customer we are very sorry. However, looking at the customers service ticket there is no mention anywhere of the rubber gasket being damaged and needing to be ordered. It states "customer does not want any more service." because of this the call was closed out. We can not replace the range for a new one, the customer has a one year warranty provided by the manufacturer specifically for situations like this one. It fully covers the customer for a year if anything should need to be repaired.

I can only apologize if the gasket was damaged during these repairs but I am more than happy to have a new part order and send a service man out to install it. We will speak to [redacted] in regard to not returning you calls or emails and that will be addressed internally. I hope we can get this settled to both of our satisfaction. I am enclosing a copy of the service invoice for reference.