Business Profile

Appliance Sales

Gerhard's

Complaints

This profile includes complaints for Gerhard's's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

55 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/14/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new dryer and explained all my issues to the salesman. It must fit into a cabinet, using the current compatible pedestal, and fit on the hard duct, because it needs to slide into the tight space. I came to Gerhards because, in the past, they put a new washer on the existing pedestal when ****** would not. All my concerns were verified, and I was told there would be no issue/problem because I was getting a new version of the same model with the same *********************** time - the installers refused to install the dryer on the current pedestal, said they did not know how, another team does it, and acted like they did not understand English. I said I received a guarantee they would, and called the store. Salesman research and now said I needed a waiver, which I was fine with as long as this team knew how to install with a pedestal after being told they did not. Now, installers were planning to leave with the new and old dryers left in a very small upstairs hallway. My husband quickly removed the old dryer from the pedestal so they could haul it away; however, the installers suddenly started working again, attaching clips, etc. So everything seems to be progressing, and they say it is done, but it is sticking outside my cabinet, so the door will not close. I told them it goes into the hard duct. Very upset, they pulled out the dryer, but refused to ensure it would be installed properly into the hard duct. I gave up and told them my husband and I would complete the installation, which we did.I came to Gerhards to avoid all this confrontation and aggravation, but I should have saved money and gone to a discount store instead of paying more, since it was the same bad installation service. The aggravation was ridiculous. To compensate for our need to be extensively involved in the installation and highly frustrating verbal exchanges to get your employees to do the job I paid for, I am asking for a refund of $49.95 charged for delivery and installation.
Business Response
Date: 05/16/2025
We are sorry to read of the communication issue with the delivery crew , there are systems in place for the crew to call their supervisors if there is any question on the scope of work they are to provide . We will certainly refund the delivery charge of $49.95, I will have that processed and you will receive a confirmation email once that is completed .

If needed Gerhards also has a dedicated client support team that can be reached to resolve any type of issue between our departments.
Client Support Team
******************
************************************************************

Thank You

Customer Answer
Date: 05/19/2025
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** *****
Initial Complaint
Date:04/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a gas dryer from this company. They advertise delivery, and to haul away the old dryer. They didnt haul the old dryer away. They give me the excuse it was a third parties problem, where they said it was to wide to haul it away, that was a lie, they just didnt want to do it. The dryer to haul away is 23 inches wide, my basement width opening is 27 inches wide. The company is putting the responsibility on the deliver, but you are advertising, hauling away old equipment, which should be a contract. They had to dismantle the new dryer to bring it in, they can dismantle the old dryer to bring it out if needed. They want to send someone out to collect the dryer, but it would be an additional charge. No where on the receipt (contract) says anything like this
Business Response
Date: 05/06/2025
The customer paid for their new unit to be broken down ,taken into the home and reassembled .The charges do not relate to the old unit being broken down or removed from the home.
Our delivery office spoke with the homeowner to offer a crew to breakdown and haulaway the old unit at an additional charge which was refused by the client.
We can still offer that service if the client agrees to the charges
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased both a GE Profile oven and refrigerator. Both arrived defective. The oven was physically damaged. After multiple phone calls and the sending of incorrect parts, the stores technician fixed that issue. The freezer drawer on the refrigerator did (does) not close consistently. The tech who fixed the oven tried to fix it, to no avail. Gerhards then sent out a GE tech, who waved a heat gun at the gasket. A week later, the problem is back. By this time two days of my time had been wasted. I called Gerhard support again, requesting replacement of the unit. The woman to whom I spoke committed to getting back to me by close-of-business same day with a resolution. She didn't. At this point I'm just wasting my time with Gerhard's. They're happy to burn through this customer's time, a half-day "window" at a time. And I still have a refrigerator whose freezer frosts over because the door doesn't close properly, with no end in sight. Just bring me what I paid for... an appliance that works properly and stop wasting my time with technicians who can't fix the defective one that was delivered.
Business Response
Date: 04/07/2025
A product exchange ,authorized by ** was completed on Friday 4/4/25.Per the client ,The replacement unit has been delivered and installed and verified to be
working properly I have contacted **** and they will reverse the chargeback.
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a refrigerator on Feb 19, 2025. It was delivered on Feb 21, 2025. That delivery caused damage to my home. During the delivery we (my husband and I) saw the refrigerator was not positioned correctly in the space . We recognized the refrigerator was off balance, leaning slightly forward. When we pointed this out to the delivery person, he replied in broken English floor uneven. We contacted Gerhards and advised there was a problem, even the refrigerator doors werent closing properly. On March 3, 2025 Gerhards sent a repair man ****, to adjust the doors, the doors were not secured correctly and he reattached them using a bolt. Then on March 6, 2025 water leaked from the refrigerator into the basement below. Our plumber came on March 10, 2025 to assess and repair the problem. He moved the refrigerator out from the counter. The water line to the icemaker had not been placed properly during delivery. Our plumber replaced and secured the water line properly onto our refrigerator. When our plumber moved the refrigerator back into position we saw a deep ***** into our hardwood floors. Upon further inspection we saw the foot of the refrigerator fell off and had jammed under the refrigerator and gouged our floor. Apparently the delivery man in his haste screwed the foot down to the bottom of its bolt rather than use a shim to balance the refrigerator. I contacted Gerhards logistics mgr ******* ********. He asked me to prepare a written complaint . I submitted that written complaint the same day on March 10, 2025. Since that time I have spoken to an assortment of different people from multiple departments none of whom have followed up . They sent a 2nd repair technician who verbally confirmed it was the delivery crews negligence who caused the floor damage. He raised the refrigerator foot higher on its attachment and added the shim under the foot to balance the refrigerator. Gerhards are refusing to answer our calls or pay for our floor repair or plumber.
Customer Answer
Date: 04/02/2025
I have provided a better view of the damage to our hardwood floors.
Business Response
Date: 04/14/2025
The delivery crew involved is a third-party service. Their supervisor has been informed of the damage claim by Gerhard's Delivery Manager and has forwarded the relevant details to their insurance company for review.
Customer Answer
Date: 04/15/2025
I don't understand the request by BBB to accept the response of the business that damaged my home. I have monetary damages and there has not been a monetary remedy offered by the business. Kindly explain.
Customer Answer
Date: 04/15/2025
[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: 23146635

I am rejecting this response because:
I have monetary damages. A submission of a claim to an insurance company is not sufficient. I need my costs to repair the damages paid.

Regards,

***** Hykelmalone
Initial Complaint
Date:03/11/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 26, 2025, we bought a washer and dryer that were on sale, and the appropriate hoses/chords to go with them. This order was placed through the website for Gerhard's Appliances. The online purchase was finalized and the credit card was charged. We did not receive an update for TEN DAYS. My wife finally had to contact the company through text message about having the appliances delivered. They said the merchandise was "lost" and offered a refund. When checking online, the appliances were definitely available, but no longer for the sale price. We requested delivery of the products.The company has been difficult to contact and they seem to have a hard time responding to our communication (as is evidenced in the later text messages). My wife called twice - the first time (Thursday, March 6) being sent to a voicemail. The second time she called (Friday, March 7) she was told by an associate that the appliances WOULD BE DELIVERED on Monday, March 10. That associate also said there would be a follow-up phone call. On Sunday (March 9), since we had received no communication about the proposed delivery, a text was sent to Gerhard's asking for confirmation and a time frame for delivery. Sunday afternoon, at 2:03pm, we received an email with Monday's delivery information. At 3:55pm on Sunday, a text was sent to my wife that said the warehouse could not locate the items and that a salesperson would reach out. We did not hear from anyone that day.On Monday (March 10), at 11:35am, we received email communication offering a refund for our order and a possible negotiation for similar products. We did not agree, but requested the order fulfillment. This process has been extremely frustrating and confusing. We have been given the run-around on having our order delivered. This entire exchange has been underhanded, unprofessional, and it feels dishonest.Gerhard's still has not responded to our most recent email exchange. We simply would like our order to be delivered.
Business Response
Date: 04/02/2025
We apologize for the communication issues . Due to a computerized inventory error , the original products on the order were not in the warehouse as it showed . The inventory issue caused miscommunication in the delivery system .
Once the issue was identified the customer was notified and refunded completely .
Initial Complaint
Date:02/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 8th we purchased a beverage cooler from the ******* location. On February 19th, the delivery crew attempted to install the item and damaged the top. The delivery crew forcibly pushed the unit under my counter, potentially damaging my counter as well. I advised that they should lower the adjustable levels at the bottom for proper clearance, but they did not do so. I pointed out that it was damaged and they were not concerned. I immediately contacted ********** both by text and by phone. I was promised resolution and call back but no one called back. They randomly shipped a new door to my home, but that does not address the damage to the top and the fact that it is wedged under my counter. I have made multiple attempts to correct the issue and have been promised multiple call backs. No one is responding so I was forced to initiate a chargeback through my credit card. They do not seem concerned at all that they delivered a damaged product that I cannot use.
Business Response
Date: 03/11/2025
We are sorry to see the issue that you have had with the ********************** , he have a crew going to the residence to access the unit .
Our Client success manager has reached out directly to the client to rectify the situation .
Customer Answer
Date: 03/21/2025
Hello, I apologize for the delay in responding. I missed the 10 day response. Because my wife gave birth to our baby daughter exactly 10 days ago and so I never saw the email requesting my response and was unable to review the response from Gerhards.
This matter has not yet been resolved we have not been able to speak to anyone live on this in several days. We dont even have a contact. The business sent a representative from their their subsidiary repair company on March 18th. The representative attempted to extract the beverage cooler from underneath the countertop and damage the countertop which will now need to be repaired. The beverage cooler is still damaged and needs to be replaced. I was told that the supervisor would be calling me, but nobody has contacted me. We have now had this beverage cooler for weeks without resolution. We have no idea what to do at this point and are considering contacting an attorney due to the damage causes to our property. I did video the representative trying to remove the beverage cooler that was jammed in by the delivery company and so I have video proof of the damage that was done.
Please let me know what next steps are needed to reopen this case.

Business Response
Date: 03/28/2025
With the damage confirmation from the servicer, Gerhards has agreed to exchange the unit .The exchange has been scheduled for this week .
Initial Complaint
Date:02/14/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently purchased a GE kitchen appliance package from a well-known department store in ********, *** on Jan 17, 2026. My GE appliances came with a $100 rebate purchased at Gerhard's on ***********************************, **. The store instructed me to apply for the rebate online from a rebate company known as ****. Despite multiple attempts to get my rebate, neither the store, ** nor NECO has provided me with the rebate. It turns out the excuse seems to be related to the fact that NECO will not accept my ******* email address. This makes the process cumbersome to say the least. This is a scam. I think the rebate company deliberately rejects the claim because they return the $100 to ** who makes millions more from rebates that they don't pay out. And I'm sure Gerhard's gets a slice. Something needs to be done. I just want my rebate offer to be honored. Gerhard's is only giving me until the end of Feb. to take advantage of the rebate.
Business Response
Date: 02/19/2025
We are sorry to hear of the issue you are having with the rebate. Any interaction is done between the client and the manufacturer or distributor involved.
Gerhard's does have a dedicated rebate specialist who will look into the situation and see if we can offer any assistance.
Customer Answer
Date: 02/21/2025
[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: 22944762

I am rejecting this response because:

Regards,

******* Gaiderowicz

Gerhard's needs to be aggressive in resolving this matter. I look forward to hearing from the company as soon as possible. It shouldn't take forever to get a response back regarding my rebate check.

Business Response
Date: 02/24/2025
As stated prior, this dispute is between the consumer and the Manufacturer, we are liaising between the two as a service to our client and have no control of the outcome.
Our rebate specialist has just determined that there is a communication issue with the consumers email address and NECO which has created this void.
Gerhard's will credit this customer for the rebate in good faith to alleviate this issue.

Customer Answer
Date: 02/24/2025
[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: 22944762

I am rejecting this response because:

Regards,

******* Gaiderowicz

I will accept Gerhard's offer. However, their communication did not provide an estimated date as to when my refund will be returned to me. I paid for my purchase in full via a certified bank check.

Business Response
Date: 02/26/2025
The refund will be done by check mailed directly to the customer. This will be approved and mailed by the end of this week.
Customer Answer
Date: 03/02/2025
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. The store where I made my purchase provided me with my rebate. Many thanks to Gerhard's for stepping up to the plate. I will recommend Gerhard's Appliances in the future.

Regards,

******* Gaiderowicz
Initial Complaint
Date:02/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Speed Queen ***** from your establishment. I noticed several scratches on 3 panels and reported it the same day as delivery occurred. I was told that the only option was to have new panels ordered, delivered and installed (no charge to me). The new panels arrived damaged. I contacted customer service and explained the issue and requested that the dryer is exchanged with a new one. I didn't purchase a new dryer to have it taken apart and ***** panels swapped. I was declined. I feel that your company should replace this dryer with a new, not damaged unit and I am disappointed that you are not. I was also told today that Speed Queen will not allow that to happen. I am currently on hold with Speed Queen, I will be explaining my issue to them and registering a complaint with them against your business.
Business Response
Date: 02/14/2025
We are sorry to see you are having an issue your Speed Queen dryer. The manufacturer dictates the warranty on the product and that is who is providing the parts for the unit.
Our customer service manager has spoken with the customer and is working with the manufacturer to secure parts to rectify the scratches.
Customer Answer
Date: 02/19/2025
[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: 22923104

I am rejecting this response because:
Hello -- I am rejecting this response because today they were still unable to repair this dryer. The top part does not fit correctly. I still have to wait again for new brackets or whatever they need to fix it. Also, speed queen said when I contacted them that they do not warranty cosmetic damage so i am not sure why you continue to say that this unit is being fixed by the manufacturer.

I am very unhappy with your company for not replacing this unit. I paid full price for a new unit that was not supposed to have cosmetic damage. Even Lowes exchanges items within 30 days if requested.

Regards,

******* ******

Business Response
Date: 03/11/2025
He have picked up the damaged dryer and refunded the customer .
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a new ** front load washer from Gerhard's Appliances, *************************************************. Within 10 days of delivery I used the appliance a few times and found that it shook/vibrated while spinning. I contacted Gerhard's and asked to return the appliance and they said their return policy is within 7 days and the appliance cannot have been used. I had not been home during the return period and the only way to know that a washer is not working as it should is using the appliance. We had corresponded with ***** ****** by email concerning our issues. Gerhards set up an appointment with Fast Appliance repair. The technician, ***, was at our home for two hours. During that time, he said that a shipping bracket was not removed from the back of the machine by the delivery team. A photo of this bracket was emailed to ***** ******. The tech called and spoke with ** who had him clear two error codes that were on the machine.The machine was still vibrating and shaking while spinning. A supervisor from Fast Appliance was the next person to come out. He ordered new shocks for the brand new machine. Installed and still shook/vibrated while spinning. An appointment was set up with ****************** since the unit is under warranty. They also said they would order new shocks for the machine. Had another appointment with ** repair. The tech suggested ordering new legs. The new legs arrived, another appointment. When they arrived said that the machine didn't need new legs and instead replaced a sensor on the machine. The machine still vibrated and shook while spinning. Each time that a repair person was here they connected a tablet to the ** washer and said that the machine was working as it should. I followed the exact instructions in the manual with how to load the machine and it still didn't work properly. We had the machine removed professionally to our garage on a cement floor where we tested it, still shakes/vibrates. Purchased a new **, works great.
Business Response
Date: 01/02/2025
Thank you for the opportunity to review Complaint ID# ***********/31/2024.

Our ** technician confirmed with our technical support group that the vibration for the ** washer was normal, and the unit is working as designed. If the consumer is seeking a refund, they will need to reach out to their retailer.

** Consumer Relations
Customer Answer
Date: 01/02/2025

Complaint: 22750943

I am rejecting this response because:
This complaint was directed at the merchant, Gerhards Appliances in *******, **, not GE.

Sincerely,

*** *******
Business Response
Date: 01/10/2025
We're sorry to hear of the issues with the ** Washing machine . I have reached out to the manufacturer directly to ask for a concession which they have agreed to a return and a refund for the unit .
We will reach out directly to the customer with the logistics of the return and refund.

Thank You

Customer Answer
Date: 01/10/2025
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** *******
Initial Complaint
Date:12/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received a defective oven that was purchased and delivered by Gerhards. Apparently they do not stand by the products they sell. The oven does not work. We first had to wait 2 weeks for a repair man in which he didnt even look at the oven. He knew from the make and model that we needed new parts. Why are they selling defective products? He then ordered the parts to be delivered to my house. Now we have to wait another 9 days for the repair man to come and maybe fix the brand new oven. This is unacceptable, I paid for a new working oven, I want a new working oven. Not a defective oven with replacement parts.
Business Response
Date: 01/06/2025
We are sorry to hear of the service issue that arose with the Whirlpool range. The manufacturer provided the parts under their Full Parts and labor warranty, a factory authorized service provider ,FAST appliance repair serviced the unit on January 2, 2025 , no further issues have been reported .
Please contact ****************************************** if you need anything else .

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Gerhard's is BBB Accredited.