National Training Institute

We are deeply sorry that the customer has had these issues with their new machine. Under 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 exchange. The 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 product. We would hope that the customer has already contacted ** and this has been resolved for them by now.Kind regardsDianne K[redacted]Customer Service RepresentitiveGerhard'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, 2015.  We worked with [redacted] and were successful in getting the customer a brand new refrigerator. We do...

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

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.

We understand [redacted]'s frustration with this process. The parts needed for any repair are ordered from parts distributors and we do try several distributors. While at times these distributors do not carry certain manufacture parts they have to be obtained directly from the manufacture by the...

parts distributors. For 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 customer. We had made several calls on this customer's behalf to the manufacture. We 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 her. We have scheduled an appointment to complete the repair on Saturday 8/20/16. Now in regards to the other parts. The front panel, which is cosmetic is not available until 9/8/16 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 services. The customer is responsible for full payment of any and all cosmetic parts and labor to install them. We 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 arrived. She 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 exception. We understand that the customer called three times, we apologiz for her inconvienence. As 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 distributors. We 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.###-###-####

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

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

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

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

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

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I withdraw the complaint, I made the complaint too quickly. gerhards was not at fault. 
[redacted]
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:As this was a oven that had a down draft, I immediately asked how much this installation would be  He stated $60 to 200.  I at that time said that amount was too high and I would have someone else install.  After receiving oven and saw all the guts were in the oven I  called back and aid I would accept the price he quoted for installation.   As he stated he gave me range of installation of 60 to 200, which he said was much higher than regular oven installation.,    That is what he quoted.  I said if I could get it down for less than the quoted price I would do so or call them back. which I did.  He sent out installer to look.  The sakes person changed the price and said it would be $645.  I said that is not price  quoted before purchase and that I would not pay the new price, and ask them to remove oven. which they did.I paid 2800 for oven knowing the installation would be 60 to 200. as stated by salesman if I needed them to install.  Had he stated 2800 for oven and an additional 647 for installation I would not have made purchase.   After this fiasco I called two local companies to see what their charge would be for installation of a down draft oven, (I had down draft floor opening as I was replacing a [redacted] down draft oven), I I was told by these two local companies  installation is from $75. to 225.   The unit was not delivered in a box, so do not understand what he is referring to out of the box.    Restocking fees because of a lie and misrepresentation is illegal.   They need to be upfront with clients.The sales person knows exactly what he quoted me period.  It was changed once I called back for that quoted service.
Regards,
[redacted]

According to our records the refund was issued August 4, 2017 in the amount of $50.00. The check# is [redacted]  The check was cashed by this customer on 8/7/17. Certainly the customer could have called for this information as a complaint was not necessary.   Kind regards Dianne...

K[redacted]
[redacted]
[redacted]

Tell us why here... What 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, 2016.  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’s. had 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 accommodate. Customer 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.

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

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

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.when will I receive a check for   50% of the service bills that I paid 
[redacted]
[redacted]

To whom it may concern,We have made every effort to rectify this problem for [redacted] as quickly as possible. We 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...

attached. Thank you for giving me the opportunity to address [redacted]'s problem.Kind regardsDianne K[redacted]Customer Service RepresentitiveGerhard's Inc.290 N. Keswick AvenueGlenside, PA 19038###-###-#######-###-####

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 [redacted].  The customer of course wanted to see the unit and the price.  The customer went into our ** store at which time [redacted]...

[redacted] our salesperson showed him the machine. We 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 ** 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 1/2 of the money from service as a good will gesture. However 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.

Gerhard's has no response at this time with regard to this matter. We have picked the unit up and will issue a refund to the customer less original delivery charge of $39.95 + 6% tax and $50.00. At this time we consider this matter closed.Thank youDianne K[redacted]Customer Service RepresentativeGerhard's Inc.[redacted] x.[redacted]

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

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 $125.00.  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 20 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 $1,000.00 in rebates on this order.  Gerhard's has been in business for 70 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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The company did not even reach out to me which is indicative of the type of customer service, company values, and care for return business they portray.  Simply providing a receipt aligning with my explanation of the events and showing the ridiculously delayed delivery (without any regard or care of the customers schedule) goes to show what kind of a company this is.  There was not a single item addressed in my original complaint.  I wish to keep this open as unresolved so others can be warned off and do business with a company that actually cares about it's customers.  
Regards,
[redacted]