National Training Institute

To Whom It May Concern, I was sorry to hear of the ongoing issues with deliveryIt is our understanding that service contracts were offered to the customer as compensation for the inconvenience to themI have written the contracts up and enclosed the saleI am also mailing copies directly to the customer along with the pertinent information neededI would like to assure **and [redacted] that we are consistently striving to perfect our customer service and communication skills to the best of our availabilityPlease feel free to contact me with any further questions.Sincerely, [redacted]

[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.] Revdex.com: 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, [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 serviceI 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 selectionThe customer found that they were disappointed in their selection after it was delivered and wanted to have the unit returnedMr 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 featuresWe 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 MrGerhard made a determination on if he would agree to take it back because used units would not be returnableMrM [redacted] contacted the customer and explained that we would not be taking the unit backWe have not heard from the customer on this matter until this complaint.Really the bottom line here is that the customer gave MrM [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 choiceWe 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 salespersonit was at this time wanted to go to the next model which would accommodate a 27" or wider openingIt certainly would have been easier for the customer to just refuse the unitAt this time we will in good faith take back the unit but the customer would be responsible for a restocking fee and a pifee The amount to be refunded would be less 20% of original purchase price $+ a pifee of 39.95+ tax Total cost is $to customer so the refund would be $if the customer agrees to this solution.We look forward to a replyKind regardsDianne K [redacted] Customer Service RepresentitiveGerhard's Inc[redacted] ***

We are deeply sorry that the customer has had these issues with their new machineUnder the manufacture warranty we were out a few times to repair the first unit and the problem was not going away** was then contacted as they handle ALL exchanges directly and would have to make a determination after their findings on the machine if the unit is to be exchanged, which they did determine that the unit needed to be exchanged The replacement unit came direct from the ** and Gerhard's was not involved in the exchangeThe manufacture handled it themselves directly with the customer If there is another issue with the second replacement machine which ** provided the customer would have to contact them ** directly and only ** can refund the customer's monies at this point with a buyback as they supplied the second productWe would hope that the customer has already contacted [redacted] and this has been resolved for them by now.Kind regardsDianne K [redacted] Customer Service RepresentitiveGerhard's Inc.###-###-####

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

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

From: Suzanne O***< [redacted] @dvfs.org>Date: Thu, Oct 13, at 8: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***ID [redacted]

To whom it may concern,We have made every effort to rectify this problem for [redacted] as quickly as possibleWe called the manufacture for assistance as we found the unit was in fact defective [redacted] returned the unit to our store today and a full refund was issued which I have attachedThank you for giving me the opportunity to address [redacted] ***'s problem.Kind regardsDianne K [redacted] Customer Service RepresentitiveGerhard's IncNKeswick AvenueGlenside, PA 19038###-###-#######-###-####

I can confirm that a full refund was issued on 1/23/I am deeply sorry that your experience was not a pleasant oneI wish I could comment on the customers allegations of fraud and misrepresentation however there is not enough information in the complaint for me to know what happenedI am available for the customer to reach out to me directly if they would like to talk.Kind regardsDianne K [redacted] Customer Service RepresentitiveGerhard's Inc.###-###-####

We apologize and understand that the customer has not been satisfiedWe 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 themWhile 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 customerWe do not represent defective products as the customer has statedGerhard'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 repto obtain authorization to exchange via emailWe 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 replacementwe 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 requestThey attempted to contact the customer 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 situationGerhard's appliance is being misrepresented in the saying we do not careWe certainly do careWe have again this morning reached out on the customer's behalf and obtained finally an authorization to exchange this unitWe 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 usThank youDianne K [redacted] Customer Service RepresentitiveGerhard's Inc.###-###-####

To whom it may concern, We received a call from the customer on October 1st, in regards to the unit leakingWe scheduled a warrantied call for October 10th, The customer also explained to the service person who took the call that he called a plumber out to look at the unit before he called usThe customer had a authorized contractor which Gerhard's suggested to him to install the unit in The contractor is authorized and self insured as is paid directly for the insulation by the customer's for work provided If the customer felt he needed a plumber before he called us he should have contacted the original installer which he had a receipt for along with a phone# or called us for service first Under circumstances having a non authorized contractor look at a warrantied machine would void any manufacture or installation warranty.We sent a technician in good faith and he found that the dishwasher was not leaking and that there was no problem found with the unit itselfHe found and issue with the inlet fill hoses which a plumber installs and is not part of the unit or the units warranty and he can not service it as he is not a authorized plumber He informed the customer that he would report his findings back to the office or MrGerhard which is standard procedure He did report his findings and we contacted the installer that did the original installationWe do not have any record of the calls [redacted] says he made or who he spoke to which we would keep records of on his customer file Our service manager Rich J [redacted] and Dawn in the service department spoke with the customer on this matter and explained our position prior to the original installer Brian calling [redacted] It is an unfortunate situationThis is not a failure of the unit and we can't be sure if it may have been an installation issueHad the original installer been called first or Gerhard's been called first we would have contacted the installer on the customer's behalf and have him deal directly with him as he was paid for the original installationThe customer called a non warranty authorized outside plumber during the warranty period before contacting our office which can also void the manufacture warranty on the unit itselfThe original installer did contact the customer via phone and explained that he can't warranty the work after the customer had another plumber out which therefore voids whatever installation warranty was on the unit by the contractor.Gerhard's would like to assist the customer in this matter if it was a failure of the unit but it was notWe can not assist with an installation issue as he paid the contractor to do the installation and the plumber warrants their own installationsAlso as previuosly stated there was no failure of the unit itself which was purchased at our store which is covered under a full one year warranty if failure occurs prior to November 7, when the warranty expiresRespectfully yours Dianne K [redacted]

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

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

Good afternoon and thank you for granting us the opportunity to reply to this dispute [redacted] placed an order with Gerhard's for several appliances The appliances were to be delivered out of state and therefore the delivery fee was $ From what I have read in the customer's complaint, it appears the customer is now stating that he believed the installation of these product was included in the delivery fee Actually, the customer states in his complaint that his sales representative, Josh G [redacted] , told him that there were no extra fees for installation and that the delivery fee covered both the delivery and the install Josh has been with the company for more than years and he knows that there are always extra charges for installations as a contractor is then required He is knowledgeable and he is honest Actually, the sales representative specifically noted on the order that the customer is aware they are to pay a contractor directly And, the customer signed the paperwork that clearly states the following; "contractor to install dishwasher and hood per Jon G- customer aware they pay contractor directly." Too, I should mention that Josh, the sales representative managed to get this customer more than $1,in rebates on this order Gerhard's has been in business for years and we honestly do strive to give excellent customer service and we truly want our customers to be happy with their appliances and with their experience with our company As you can imagine, the installation of a hood and a dishwasher requires a contractor who has experience with gas, electric, plumbing etc Our delivery drivers are not contractors, their job is to deliver the appliances We stand by our sales representative and we truly feel it is evident in the scanned paperwork included in this email transmission that the customer was aware that he would have to pay a contractor for the installation of these appliances.Again, thank you for the opportunity to respond and our hope is that this issue can be resolved Respectfully,Carol

I am rejecting this response because: First of all, let me clarify the check for $they sent said "for wall" which I found later when looking at the stubSecond, we paid $plus tax ahead of time for the conversion(which did not take place) to the store and another $to the tech when he came to my house - which totals $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 withWe only let him put it on so we would have a stove to useHe ended up breaking the heating element so we couldn't use it for the next three days any wayAs you can see in the pictures, it is not a small tear, it is about a 4-inch circumference around the pipeIn 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 removedI don't think anyone would want a repair left in that condition on such a new houseWe 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 soThey haven't even mentioned the five or so inch long and fairly deep scratch they put it my hardwood floorI 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 damagedAll of the countless hours we have spent over the course of 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 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 / [redacted] Style Definitions */

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

The two products mentioned by the customer Microwave & Range were purchased for the customer 10/15/There was a delay on these two items as the customer was not ready for these items yet and only had delivery of the refrigerator and dishwasherThe two items finally did arrive in our warehouse in November and set for deliveryWhen the Range arrived it was unfortunately damagedWe tried to reorder the range only to find it was now on a back orderWe had the same unit in our warehouse stock and the order was fulfilled using this unit Yes we should have left the decision up to the customer or offered them a discount on the model we had in our stockYes there was a breakdown in this communicationThe unit was and is still viable, the unit still came with a full manufacture warrantyGerhard's should have called the customer to let her know what had happened and again left the decision up to them and unfortunately we did notCurrent model numbers for many different manufacturers can be manufactured over a period of yearsNew units can have a manufacture date that is one, two or more years old however the units are new and come with a full manufacture warranty regardlessThe microwave is a prime example of thisThe unit arrived here at the same time as the damaged range and is a current model with an older manufacture dateWe have no way of knowing when a current item was manufactured especially if the model number of these products are currently validA manufacture may carry the same model# for a number of yearsAt this time we want to report that the unit (range) was returned on 12/22/and a full refund was issued.We apologize for the customer's experience with this order.Kind regardsDianne K [redacted] Customer Service RepresentiveGerhard's Inc.###-###-####

[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, We worked with [redacted] and were successful in getting the customer a brand new refrigeratorWe 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/Thank you for providing us with the opportunity to respond to this customer complaint.Sincerely,Carol G [redacted]

Thank you for your responseKind regardsDianne K***Customer Service RepresentativeGerhard's Inc.***