National Training Institute

[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 12288462, and find that this resolution is satisfactory to me.
Regards,
Ann Berquist

We are sorry that you had trouble with your unitI will not go into detail here with regard to this matter as we have already spoken to the customer directly We would like to note that we are an authorized service center and we are bound by the guidelines of the customer's manufacture
warranty through service as was explained to the customerThis issue was a manufacture/customer warranty issueThe manufacture would not negotiate with the customer to exchange or return the unitAs I have noted we must follow the manufacture guideline and have approval for warranty service related returns/exchanges, which we did notI would also like to note that some of the statements made in the customer's complaint eg: doesn't want us to get away with it"? get away with what? is a bad reflection on Gerhard's appliance and in this case we do not believe was fair and would hope the customer would reconsider or retract such a statementYes these types of posts affect us, no one takes the time to write positive remarks anymoreIt is very difficult when you are dealing with thousands of situations to not have one or two dozen negative postsWe do try our best to resolve these issues as quickly as possible to the best of our abilityThis matter has been resolved and closed for this customer. Kind regardsDianne K***Gerhard's Inc.Customer Service###-###-#### opt#*

We have no further response to this matter. Thank youGerhard's Inc***

Dear *** ***,Thank you for your responseI have relied on the statments given to me by service, the installer and everyone whom I asked about the situation and noted it in my responses to the best of my ability.My words were true and factual and at no time did I imbelish or falsify what was relayed to me by the persons with whom you were in contact with.If you feel that my responses were incorrect to what you believe was the truth than again I can only apologize for you being inconvienced by this whole matter and there is nothing more I can say or do.We do care and we do regret not being able to get this situation rectified to your satisfaction.Kind regardsDianne K***Account SpecialistGerhard's Inc

[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 as Answered]
Complaint: ***
I am rejecting this response because:we purchased a "new" *** dishwasher at the same dateThe dishwasher is also an old model that is no less longer being manufacturedThe company is selling appliances that they state to the consumer that they are new but the models are oldOur *** microwave could not even be registered with the original registration card because it had an old outdated form found in the "new" microwaveSomething is not on the up and up with this applicance dealerThey also sent our a delivery crew who could not install the rangePut it up on wood blocks is what I was toldThey could not connect the range with my electric cord because they said that it was the wrong cordYesterday another company installed my *** range with the same electric cord.
Regards,
*** ***

We are sorry that you feel that this has not been resolvedI was not aware that the customer had any other problemsWe can assure you that this unit came directly from the manufacture to the warehouse where it is kept in stock for salesI myself spoke to the customer about a personal item being
left at the home at the time the delivery was madeI am sure that this was a freak thingIt may have been in the box which came from the manufacture factory or a delivery driver dropped it from his coatWe just don't knowThe driver should have looked at the item more closely when the customer was trying to give it to them instead of saying it came with the unit They may have thought it was a free sample cleaner that at times come with unitsI had this same conversation with the customer and at the time I made an offer to send her $for the inconvenience of the knobs & switch, she accepted this offerI am the controller of the company and I have spoken to the customer on three different occasionsI am the person who took the complaint and scheduled service to take a look at the unit to find out what the issue was with the light & knobsI also am the person that expedited the parts & repairsI am also the person that called the customer to schedule service to return and replace the light switch & knobs when the parts arrivedI am also the person that wrote the $check which was mailed to the customerAccording to our records any issues with this unit has been rectified. Since we were out to the customer's home on 1/14/we have not received a call that there have been any other issuesThey can call us for serviceThe unit has a full manufacture warranty which expires 1/7/They can also contact ** directly at *** to make a service appointment The customer also claims that the unit can't be registeredI had no problem with this and I have attached the proof of registration I will also mail a hard copy to the customer for their recordsWe feel badly that the customer feels they were sold a used unit or floor model when this is not the case at allI spoke with Richard G*** and he has not received any voicemails from the customer or these concerns would have been addressedMoving forward if the customer needs to speak with anyone with regards to this matter they can make direct contact with me. We apologize that the customer feels in any way that we were not able to address their concernsI am available if the customer would like to talk about this.Kind regardsDianne K***Customer Service RepresentitiveGerhard's Inc.***

We do apologize for the delay in repair to this machineWe would like to make repairs to a product as quickly as we are able, however at times we are at the mercy of the parts distributor for parts availabilityUnder the manufacture warranty if there is an issue with regards to a longer delay
getting parts we will reach out to the manufacture which in this case we did, several timesWe requested an authorization to exchange the unit if the part needed was not available, they denied this request and stated that this was a repairable issue and would provide the partWe were assured by the *** *** that one of the crucial parts that was needed would be shipped direct to us 2nd day airon this guarantee we scheduled the customer for serviceUnfortunately *** *** did not ship the part on the day promised which delayed the arrival time to our store As an authorized service repair company we have strict guidelines on a factory authorized manufacture warranty repairsWe suggest the customer call the manufacture and lodge the complaint directlyThe customer did that and also got the same results we did, that they would not authorize replacementWhen the part was still not here Monday morning we reschedule the technicians with other jobs on our cancellation listThis repair required men with a hour slot for repair time, which is equivalent to customer callsOur service department at this time is scheduling customer for over a week out and the schedule was already full and we were not able to accommodate the customer on Monday (As the part arrived after the technicians left in the morning with a full work load already) or Tuesday because the schedule was already fullThe customer requested we cancel job to get them satisfied and we were not able to do that as it would have entailed cancelling customers to accommodate oneWe do understand the customer's frustration however the service scheduling is based on so many different factorsWe scheduled the customer based on the manufactures promise which they did not meet the expectation we or the customer had planned forWe can only apologize that the customer was inconvenienced by these circumstancesWe were able to schedule the customer for today Wednesday after switching many pre-scheduled customers to accommodate this repair.As an update to this mornings repairs there was an issue with not being able to remove a bolt from a part that had to be replaced and if the bolt was removed it would crack the boltRepairs could not be made without a new bolt to complete the repair which we would have to order from *** ***When customer service was notified of this new problem we in good faith and at our expense took steps to get a replacement unit for the customer which will be delivered Thursday 7/27/17. Again *** *** would not authorize replacement and wanted to send the boltGerhard's Appliance understands the customer's frustration when product fails and we do try to do the best we can to help the customer but again we are at the mercy of the manufacture warranties and guidelines which come with all productsThis Revdex.com report with regards to our customer service in not a fair review and reflects badly on Gerhard's ApplianceWe would recommend the customer write to *** *** and lodge their complaints with *** *** directly.We do hope that this matter will be closed as Gerhard's Appliance went above and beyond to get this problem rectified as quickly as we possibly could for the customer, this was before this review came to us.Kind regards Dianne K***Gerhard's Inc.###-###-####

After researching this customer's issue we have concluded that a refund was issued for the conversion, even though the conversion was done whether before delivery or at the home the service was still completedWe have also issued a refund for an additional $Total refund to customer was
$150.00, $more than was paid for the conversion to the outside contractorIn good faith we will also be willing to refund the delivery charge and will issue that refund today as we did have to make an additional call to home for a contractor to do the conversion.While speaking with the contractor he informed us and the customer at the time that the small tear in the sheet rock was unavoidable because of the connection at the original units gas lineThe old unit being replaced was hooked up using a flex gas line that was connected to another line in the customer's wall that was never secured by the last people who installed the unit they were replacingHe explained that anyone that pulled the old unit out would have come into this problem.The contractor stated that it was a small tear in the sheet rock where the connection came out of the wall and while he was there he repaired the small tear with tape and there is absolutely no need to replace the sheet rock which is what the customer was asking to have doneThere were no findings to negate a $400-$worth of damage let alone any reimbursement for an issue that was simply in good faith repaired by the contractor If the gas line was properly secure inside the wall as it should have been this problem would not have occurredGerhard's is not responsible for a pre-existing issues in the home The contractor also suggested to the customer at the time of the LP conversion and repair to the tear in sheet rock that he could do work to secure the unsecured gas line while he was there and that they refused for reason - they did not want to pay to have the work doneThe contractor suggests that anyone that is going to pull this unit out whether for repair or to replace this will happen againAt this time their gas line is not secure inside the wall and anyone pulling the unit out will pull the pipe out of the wall while moving the unit out. Kind regardsDianne K***Customer Service RepresentiveGerhard's Inc

[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.]While I do not agree with the company and their denial of avoiding me and lying to me, I just want to be done with the whole situation. Thank you for your assistance, I do appreciate it.
Revdex.com:
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

It is unfortunate that our response was not acceptedThere is really no additional response that we can give to the customer that would satisfy them one way or the otherOur first response was honest, true and factualWe would like to say that the customer's counter height was higher than the unit itself and a suggestion was made to have a contractor install wood blocks to raise the unit to the height they needed for the unit to be cosmetically in line with her existing counterThere is not much more to add to this response. Kind regards Dianne K***Gerhard's Inc.Customer Service Representitive

We apologize that the customer had a less than adequate experience with this purchaseThere were a few date errors on the complaintThe circumstances are explained below.The order was written on 3/29/and should have been scheduled for 4/7/delivery We do apologize that the salesperson
inadvertently chose the wrong month 2/7/for delivery so it did not make the scheduleWe are very sorry for this mistakeThe customer then scheduled the delivery for 4/10/and at the time of the delivery was at the property to accept deliveryThe customer then rescheduled for 4/12/17.On 4/12/The units were not installed because the customer was suppose to have the old units removed prior to 4/delivery and this was not complete even at the time on the 4/delivery attempt or the 4/deliveryAt the time of placing the order the customer did not want to pay additional monies to have the old products removed by us which were located in a very tight space on a second floor or to have an additional crew which we found was needed to handle this difficult removal/install So to recap - Missed 4/7/due to dating errorWhen the crew made the delivery on 4/10/there was no-one at the propertyThey called & left a message they took pictures of the property showing that they were in fact thereDelivery was made on 4/12/ The other company that the customer hired only removed 1/(dryer) as they had a problem with removal of the washer from the tight spaceGerhard's crew left the new units (which the customer could have refused) and told the customer to call regarding installation of these units to the 2nd floor in closet after the other old unit was removedOur delivery manager attempted to offer MrEpshteyn several solutions as this was bit of a dangerous install issue 1.) Refund of delivery charge and the customer could have the other company that he hired to remove old appliances, install the new appliances2.) We could send two crews once the other old unit was removed but it would be at an additional costThis was not a delivery, it would be dangerous for two men to handle such an undertakingThe units would have to be lifted over railings in order to get to the 2nd floor and would require more than two men3.) We would pick the units up and issue a full refund.The solution - The units were picked up and MrEpshteyn was issued a full refundWe do not feel that any compensation is due to the customer as this was an entirely unique situation It is unfortunate that the customer had this experience with the purchase. Kind regardsDianne K***Gerhard's Inc.Customer Service

I apologize for the delay in issuing the refund The authorization request was put into the system as you were told. I unfortunately did not see the request until Friday I have issued the refund on Friday 2/24/in the amount of $ The customer should receive it in the
next few days.Again I apologize for the delay. Kind regardsDianne K***Customer Service representativeGerhard's Appliance Inc

There is nothing else we can do for the customer except to offer our apologiesI have issued a refund for the delivery chargesWe regret the unfortunate turn of events which led to the delay in appliances being delivered as this was out of our control The complaint was a statement made by the customer as to his experience with our Company and at this time we consider the matter to be resolved as the appliances were delivered There was nothing else for us to say other than the many apologies we have already offered the customer and a refund for delivery charges MrGerhard has addressed the concerns of the customer with those who handled the transaction and are hopeful that such miscommunication would not happen again. Kind regardsDianne K***Gerhard's Inc

Good afternoon and again, thank you for the opportunity to reply to this complaint After reading the customer's complaint dated 3/11/it seems that the sole purpose she wants to return this unit is because she feels the cost for installation is too high our sales representative insists he never quoted a dollar amount for this installation but he did tell her that the installation would be expensive The sales person strongly advised the customer that the installation cost for an range with a downdraft is very expensive The customer said she was sure she would be able to get the unit installed at a cheaper price if our price was too high On 11/2/we delivered the range On 11/4/our installer went to her home and gave her a quote on the installation of the range On 11/9/16, per the customer's request, we went and picked up the range and had it delivered back to our warehouse Because the unit was out of the box and because there were NO service issues on this unit, the customer was charged a restocking fee Our Terms and Conditions are on the delivery paperwork By initialing our Return Policy the customer agreed to a minimum 20% restocking fee as this return was not initiated by service The unit was not broken it was in perfectly good working condition The customer also agreed to paying the 2nd delivery charge as we had to pay our drivers to go back to her home to pick the unit up and return it to our warehouse I will include another copy of the paperwork so you can see where the customer signed and agreed to our Refund Policy which clearly states Returns must be made within days of receipt Returns not initiated by service are subject of a minimum 20% restocking fee plus a second delivery charge Again, thank you very much for allowing us the opportunity to respond We do not feel as though we gouged the customer whatsoever We charged her the minimum amount of a restocking fee and the delivery fee for the unit being delivered and a delivery fee for us sending a delivery crew to pick the unit up Kind Regards,Carol

Dear ***, We understand that there has been an issue with this customer's icemakerWe were in contact with the manufacture on the customers behalf as of December 2ndand left a message with customer service to find out what they can offer to rectify the problemWe had not heard
back from them as of your letter so we contacted them again yesterday, see the email is belowThe manufacture offered to pay for parts and labor to have the unit repaired as per their email belowWe have contacted the customer and scheduled the repair for Monday December 21stIt is our hope that the customers issue with this unit will be rectified to their satisfaction on Monday. Kind regards Dianne K***Customer Service representivieGerhard's Inc.###-###-#### opt.#* From:
CXCSRSescalationRetGrtLakes@*** [mailto:CXCSRSescalationRetGrtLakes@***.com]
Sent: Tuesday, December 15, 9:AM
To: Dawn V***
Cc: **@gerhardsinc.com
Subject: RE: customer issue *** {SrvReqNo:[***]}
Hello,
Please use ***
Parts and labor coverage for repair
*** ***
*** Corporation
Original Text
From:
Dawn V***
To:
CXCSRSescalationRetGrtLakes@***
CC:
**@gerhardsinc.com
Sent:
12/14/13:20:
Subject:
customer issue ***
Good morning,I am writing on behalf of our customer *** ***
*** *** purchased a *** refrigerator September 4, 2014.
*** *** began having issues with the refrigerator days after it was
delivered. I have attached copies of the service calls to this
email.
** *** has a current service call out for the same
issue and is asking for compensation or authorization for service, labor and
parts due to the fact that the problem began while the unit was in warranty
The customer’s information is below:
*** ***
*** *** *** **
Havertown, PA ***
###-###-####
###-###-####
Model # ***
Serial # ***
Purchase date: 9/4/
Service History:
9/10/14:
icemaker not working
Found wire disconnect from door, corrected
1/12/15
icemaker spraying water inside freezer, not making ice
Replaced icemaker and water valve
7/23/15
icemaker spraying water all over freezer
replaced valve, optics cover, and spring
8/22/15
icemaker not working
Cycled icemaker
12/2/15
icemaker not working
Inlet valve and icemaker fill tube per tech line
12/17/15
not making ice
Thank you for your help!
Dawn

From: Sonia K***Date: Thu, Oct 15, at 10:AMSubject: RE: ComplaintsTo: *** *** ***Thank you *** In regard to *** ** , the customer is listed in our system as *** ***, I have enclosed a copy of their exchange which appears to have been completed on July 28th I was sorry to hear of the customers ongoing issue, MrG*** was aware of the problem and did supply a new unit for the customerI understand it took longer than the customer would have liked, this has more to do with us following procedure in regard to the manufacturer warrantyWe do try our very best to keep all of our clients pleased with their shopping experience here at Gerhard’s and we pride ourselves on our customer servicePlease let me know if you need any additional information and I will happily sent it over.Thank You, Sonia

[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 as Answered]
Complaint: *** You will hear from my attorney about further steps.Regards,*** ***

[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 as Answered]
Complaint: ***
I am rejecting this response because:
The flyers the company uses, available online, misrepresent the true offersI have no desire to speak to the company againI would like B.Bto investigate
Regards,
*** ***

To whom it may concern, We apologize for the problems that the customer experienced. If the unit had a service issue they come with a warranty for this particular reason. Unfortunatley we have to provide service before a replacement can be approved by the manufacture to exchange.  The...

product is covered for repairs one year under parts & service. We made a call to the manufacture on the customer's behalf and obtained an authorization to exchange the unit. We have exchanged the unit for the customer. The exchange was done on 9/6/16. To our knowledge the customer is satisfied. If there is anything else I can provide please let me know. Kind regards, Dianne K[redacted]Customer service representitiveGerhard's Inc.###-###-####