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 [redacted], and find that this resolution is satisfactory to me. 
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.

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 for any inconveniences the customer endured during this issue with the dishwasher. I don't know who the customer spoke to or who these messages were being left with so many times to not get a call back and we are truly sorry this issue was not addressed and we will address this with our...

staff. I received a call from the builder yesterday prior to this Revdex.com complaint which prompted me to research the problem and get the authorization needed to schedule an exchange. We processed the paperwork and called the customer today to work out the removal and installation of the new unit. The exchange is scheduled to be done on Friday 10/14/16. I can also verify that Gerhard's did not do the original install the builder did. However I can see how miscommunication's may have happened as all the service and purchase information was under the builder name and phone# so this could have added to the problems. However there is no excuse for the customer not getting return phone calls.Again we apologize and hopefully the customer's faith in us will be restored.Kind regardsDianne K[redacted]Customer Service RepresentativeGerhard's Inc.###-###-####

I can confirm that a full refund was issued on 1/23/2018. I am deeply sorry that your experience was not a pleasant one. I 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 happened. I 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.###-###-####

To whom it may concern, We received a call from the customer on October 1st, 2015 in regards to the unit leaking. We scheduled a warrantied call for October 10th, 2015. 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 us. The customer had a authorized contractor which Gerhard's suggested to him to install the unit in 2014 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 normal 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 itself. He 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 Mr. Gerhard which is standard procedure.  He did report his findings and we contacted the installer that did the original installation. We 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 situation. This is not a failure of the unit and we can't be sure if it may have been an installation issue. Had 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 installation. The 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 itself. The 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 not. We can not assist with an installation issue as he paid the contractor to do the installation and the plumber warrants their own installations. Also 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, 2015 when the warranty expires. Respectfully yours Dianne K[redacted]

The two products mentioned by the customer Microwave & Range were purchased for the customer 10/15/16. 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 dishwasher. The two items finally did arrive in our...

warehouse in November and set for delivery. When the Range arrived it was unfortunately damaged. We tried to reorder the range only to find it was now on a back order. We 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 stock. Yes there was a breakdown in this communication. The unit was and is still viable, the unit still came with a full manufacture warranty. Gerhard'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 not. Current model numbers for many different manufacturers can be manufactured over a period of years. New 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 regardless. The microwave is a prime example of this. The unit arrived here at the same time as the damaged range and is a current model with an older manufacture date. We have no way of knowing when a current item was manufactured especially if the model number of these products are currently valid. A manufacture may carry the same model# for a number of years. At this time we want to report that the unit (range) was returned on 12/22/16 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.###-###-####

I am rejecting this response because: First of all, let me clarify the check for $75 they sent said "for wall" which I found later when looking at the stub. Second, we paid $75 plus tax ahead of time for the conversion(which did not take place) to the store and another $125 to the tech when he came to my house - which totals $200. 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 with. We only let him put it on so we would have a stove to use. He ended up breaking the heating element so we couldn't use it for the next three days any way. As you can see in the pictures, it is not a small tear, it is about a 4-5 inch circumference around the pipe. In 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 removed. I don't think anyone would want a repair left in that condition on such a new house. We 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 so. They haven't even mentioned the five or so inch long and fairly deep scratch they put it my hardwood floor. I 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 damaged. All of the countless hours we have spent over the course of 8 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]

In regard to Case # [redacted] please be advised that this unit was exchanged on 9/11/15.  There are guidelines required by the manufacturer, that must be fulfilled, before we can even request an exchange.  The unit has to be deem non-repairable and if our service technician doesn’t make a...

minimum of 3 service calls for the exact same problem, the manufacturer will not even consider an exchange.  Our service representative continued to reach out to the manufacturer and finally got the approval for this customer to receive a brand new unit.  We do apologize for any inconvenience this caused the customer. Thank you,Carol G[redacted]