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.

If you've experienced an issue

Submit a Complaint

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:12/10/2024
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.
Purchased a KitchenAid Slide In Range on 6/27/24 at GERHARDS Appliances store via financing through *** Credit; item received in home on 7/3/24. As of mid November, bake feature on oven stopped heating, as temperature range started out at 225 and rapidly rose to 350 degrees but oven was not hot. Called claims ******************** and referred to GNA Appliance Service@************.Service **** came out Nov. 22nd and determined a part was needed. Service *** returned Nov.26th to install the new thermostat, which did not work. *** said that another part was needed, which he called a computer board and expected to be available after Thanksgiving. We called GNA Appliance **** again on Monday, 12/9/24 and spoke to *****, whom told us she would call back in 10 minutes. No return call from *****(GNA ***); called her back and left message. Called GNA again on Tuesday, 12/10/24, no one answered, message left again. Called KitchenAid Customer eXperience Center@ **************. Spoke with *** ********* in *********, whom also reached out to GNA Appliances and left a message. We were told if no response to call ********** service again on Wed. 12/11/24. At this point, we are very frustrated with the appliance and the warranty process after 4 months of usage and not even reaching the one year limited warranty. At this point, we are concerned whether we actually received a new product or a refurbished appliance. Its hard to believe in a manufacturers product going faulty in 4 months after purchase. If necessary, we are requesting a new stove to resolve this issue and await your investigation and response. Thank you!
Business Response
Date: 12/11/2024
We are sorry to hear of the service issues with the Kitchenaid oven. The manufacturer holds the warranty and is solely responsible for any warranty service and or exchanges.
The unit was brand new and shipped directly to our warehouse on 7/1/24 for the 7/3/24 delivery.
Gerhard's customer service department will be liaisons for the client and contact the manufacturer to check on the status of the claim.
****** can also reach out directly at ************ Ext # 2 or at ********************************************************************
Initial Complaint
Date:11/27/2024
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.
As a local resident in ********, I wanted to support Gerhard's as a local family business. Their prices were competitive with other appliance stores, and ***** ******* was a helpful salesman. Unfortunately, the problem came with the delivery- their delivery person told us he needed to put in an outlet for the dishwasher (even though we had one already installed), and that it would be $80 in addition to the $159 installation charge and $28 installation kit, and that he would not install the dishwasher without the additional payment. When making out a check, he had us make it out in his personal name, and mobile deposited the check while he was was at our house. Upon contacting the store to share how I was not very comfortable with how this went down, ***** said he would contact the deliver team, and then I never heard anything from Gerhard's again despite many follow up emails. This definitely left a bad impression on us, so I recommend getting your appliances from a more reputable store.
Business Response
Date: 12/04/2024
Gerhards Customer Success Team spoke directly to the customer and refunded the additional charges that were accrued. The crew that was at the home did not follow company guidelines on adding additional charges, the oversite was addressed with the crew and Delivery Manager.
The customer was given the contact information for the Client Success Manager by phone and email should they need anything else .
Customer Answer
Date: 12/05/2024
[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:09/20/2024
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.
Purchased and had an appliance installed on the 23rd of August. Not only were there 2 huge and very deep scratches on the front of the dishwasher, but after running the very first load, I immediately received an overfill error code and the dishwasher stopped working. Put in a service request on the 2nd of September and the tech came out the next day. Was told a motor was damaged on installation and parts needed to be ordered and they'd come back out on the 5th. Received an email the next day (Sep 4) stating the parts were on extended back-order with no eta of when they'd be back in stock. Contacted Gerhard's and after being transferred, placed on hold or disconnected multiple times, was finally able to reach an associate who told me "someone from customer relations should reach out tomorrow." Days later was informed one of the parts needed would be in on Sep 11 and still no eta on the other part needed. But "if it's for an extended time he'll contact the manufacturer to see about an exchange". Got in touch with *****, the customer service manager and was told the parts were ordered. On September 13, the parts arrived and lo and behold, they sent a black door for a stainless appliance. I contacted Gerhards immediately via email requesting the unit be picked up and refunded. On Monday Sep 16, was told they would reach out to the vendor to get the parts ordered. By Friday, Sep 20, still no word or update from them. After calling multiple times and being transferred to voicemail, I was finally able to speak with ***** who then told me he has no update and would try and process a return through Whirlpool (the return I requested weeks ago). So in summary, 34 days later and I still dont have a working appliance. A waste of money and very shady business practices. ******** customer service from a company that not only does nothing to stand by their products, but also the expertise of their 3rd party installers.
Business Response
Date: 09/24/2024
Our **************** Manager has been speaking with the client and the ********************* Directly
After a review from the manufacturer's representative, Due to the parts being backordered we have attained an exchange authorization from the Manufacturer and the Whirlpool Dishwasher will be exchanged on 9/26.

Thank You
Initial Complaint
Date:08/08/2024
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.
Gerhards appliance purchase was delivered as expected and installed. Post installation of the items (dishwasher/oven/microwave/refrigerator I noticed my hot water was no longer working. The install team needed to turn the gas off to install the oven (which did work). Upon noticing I had no hot water i went and turned off the gas to the hot water tank to avoid gas in the house which can be quite dangerous. The team came back and relit the pilot to my hot water tank to correct. I then noticed my garbage disposal was no longer working. A different install team came out and said they could not fix it. After several non returned calls from the sales associate i was able to file a complaint with Gerhards **************** who stated someone would contact me in 24hours. That was over two weeks ago and several attempts of me trying to get an update from either the sales associate or the customer service ticket system. The disposal was not purchased at Gerhards, it was working fine prior to Gerhards installing the new appliances and changing out water lines for the dishwasher.
Business Response
Date: 08/20/2024
We apologize for the lack of communication. Our installation team has reached out directly to the customer to rectify the situation.
If the customer needs any further action , they can reach out to our customer success team at customer service @**************************
Thank You
*******************
CLIENT SUCCESS MANAGER
************

Business Response
Date: 08/22/2024
Gerhard's claim **** has been in contact with the customer and according to that ****. is now waiting on a reply from the customer.
******************** **************** posted 8/20/24 10:14?AM
Thank you for bringing the issue with your garbage disposal to our attention. After our inspection, we confirmed that the outlet is receiving power but is unfortunately the disposal is not functioning. We understand how inconvenient this is, and we're here to assist.

As a gesture of goodwill, we'd like to offer you a replacement garbage disposal at no cost. However, please note that the installation or any associated labor costs would be your responsibility and you can have your preferred technician handle the installation.

Please let us know how you would like to proceed, and well ensure the replacement unit is sent to you promptly.

Thank you for your understanding.

Regards
Gerhard's Inc.
Business Response
Date: 08/28/2024
************* has accepted our offer to replace the disposal free of charge and we will be dropping off the new unit on 8/29/24.
Initial Complaint
Date:07/18/2024
Type:Order 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.
During the installation of my air conditioner, the installer caused what was initially thought to be a hairline crack in my window. However, upon further review, it was discovered that my window frame and glass were significantly damaged. I have raised my concerns with the company and attempted to reach a fair resolution. The company offered me $85, but I am seeking reimbursement totaling $537.79. This amount includes the delivery fee and 20% of the cost associated with replacing the window due to the installation team's negligence.
Business Response
Date: 07/24/2024
We received your complaint. It has been sent to the Operations Manager at our warehouse. He handles all delivery related issues. His name is ******************************* - his direct phone# ******************
He will be in contact with the customer to reach a resolution in this matter.
Regards
Gerhard's Inc
Business Response
Date: 07/24/2024
We have attached several pictures of the state the window was found when our crew arrived to install an Air Conditioner in the window. The damage to the customer's window was extensive and pre-existing. The damage to the window was not caused by Gerhard's installers. The installers also spoke to the customer prior to the install to point out how bad her window was. She agreed to the install. This install involved opening the window inserting Air conditioner and closing the window. There was at no time negligence on the part of Gerhard's installers as pointed out in our response. We are surprised that the customer would allege negligence on our part for their failing window. The customer's window was already in horrible shape from years of neglect as shown in the pictures that we are submitting. We offered the customer $85.00 as a good faith gesture in light of such a complaint Gerhard's would be rescinding that good faith offer.

Regards
Gerhard's Inc.
Customer Answer
Date: 07/26/2024
[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: 22010867

I am rejecting this response because:
What kind of company would risk liability by installing a window that is already damaged? The damage occurred as a result of the window tape being applied by Gerhards. All of the pictures provided belong to me, and they cannot provide original pictures showing damage before the installation because there was none. Additionally, there was no prior communication with the installation team as they only spoke Spanish and informed me of issues at the end of the installation process via a translator app on the phone. I have also included my initial and most recent communications with the company to help understand who they are.

Regards,

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

Business Response
Date: 08/06/2024
I will pass the customer rejection of our response to a customer service representative so they can reach out to the customer directly.

Regards
Gerhard's Inc.
Customer Answer
Date: 08/18/2024
I am asking for my claim to be reopened. The company replied that customer service would contact me to resolve the matter, however this has not occurred.
Business Response
Date: 08/22/2024
The damage claims department has been in contact with the customer via the email system which is time and date stamped.
Gerhards: 8/19/24 5:42?AM
Gerhard's Claim Department posted 8/19/24 12:35?PM
Thank you for your patience as we reviewed your damage claim. After a thorough assessment, weve determined that the claim will be settled for $268.89. This adjustment is due to the depreciation of the item, which reduces its current value.
We understand that this might not be the outcome you were hoping for, but please be assured that this decision is in line with the industry and insurance standards.
Response: *************************;posted 8/20/24 6:27?AM
Dear Gerhard's,

Thank you for assuming liability. Please note that my window was not broken or impaired prior to installation, regardless of its age. Kindly advise whether the refund will be mailed to the address on file or refunded to the card used.
RESOLUTION: The damage claim ***** will be emailing the client a document to sign off on the agreed settlement. Once that is signed and sent back a refund will be issued in the form of a check to the customer's home address on file. A follow email was sent to the damage claim ***** to complete this step.
Regards
Gerhard's Inc.
Customer Answer
Date: 08/26/2024
[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: 22010867

I am rejecting this response because:

While I appreciate you admitting liability, the agreed-upon amount is not due to the depreciation of my window. This is partly due to your previous response where you advised the Better Business Bureau that you would reach out to me but failed to do so. In order to get your attention, I shed light on the matter via a ****** review, which prompted a response. Dealing with this company has been a nightmare, and I would like to close this matter.
Regards,

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

Business Response
Date: 08/27/2024
Update for this complaint submission:
We have reached an agreed upon settlement with this customer and a good faith refund was issued to the customer on 8/26/2024.

Regards
Gerhards Inc.
Initial Complaint
Date:07/03/2024
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.
I purchased a new GE refrigerator from Gerhards Springhouse location in April.The refrigerator cost over $4000.00 I had 4 service calls because there were problems with the mother board. They replaced it three times. The refrigerator is still leaking internally and water pools under the compartments and the temperature isnt consistent. Gerhards refuses to replace it and so does GE.I must wipe the water out on a daily basis.
Business Response
Date: 07/23/2024
Our customer service department worked with the manufacturer to get an authorization for a return and credit on the product .
Unfortunately The product manufacturer is the only entity who can authorize a return or exchange during the warranty period.
Initial Complaint
Date:04/30/2024
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.
Gerhard's took 3 weeks to ship me an appliance I ordered over the phone. It was damaged upon arrival; I reported this immediately. They took weeks to come pick the appliance back up, then only refunded me the appliance but not the delivery charge, which was over $200. I had to call over 2 dozen times to get any sort of refund at all and the customer service was absolutely awful.
Business Response
Date: 05/06/2024
The delivery to the customer was out of state. Customer paid the initial delivery charges. When the item was delivered it was not inspected for damage and the customer signed for the product. Per the terms and conditions all products should be inspected prior to signing and taking delivery. It was not until after the delivery that the customer reported the damage. The customer called to report the damage and have the unit picked up. Gerhard's set up the outside company to return to the home to pick the unit up. Unfortunately, we are at the mercy and the availability of the outside trucking company. The trucking company then again charged Gerhard's appliance to return and pick up the reported damaged merchandise. In good faith, Gerhard's did not charge the customer for the fee to have the unit picked up and returned to our company.
However, after multiple calls and in good faith we did refund the customer's credit card in the amount of $219.00 for the initial delivery charge they paid.
We consider this matter closed.

Regards,
Gerhard's Inc.

Business Response
Date: 05/06/2024
The delivery charged to the customer was refunded on 5/1/2024 in the amount of $219.00 to their credit card.

Regards
Gerhard's Inc.
Customer Answer
Date: 05/09/2024
[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:04/17/2024
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.
2020 Bosch Dishwasher worked fine until Jan2023. We called Bosch but we could not supply identifying info on unit; they refused to service since we could not find a sticker on the door, all the numbers we could find were not the right ones. I was able to obtain a copy of the invoice from Gerhards. I contacted the Glenside store to request assistance and was put in touch with who I was told was the store manager ****. I provided pictures of every label on the dishwasher. I was told I had the information needed to service it and she scheduled an appointment 2/27/24 Job: *********. I was told there would be a trip diagnostic fee of $129.99. Since the unit wasn't working decided service for a barely 3yr old unit was ok and hopeful it would be fixed. The service provider also raised the concern about no label on the door. So I pulled out all the copies of the numbers on the unit including the receipt. But, the service person stated we were there were 2 missing digits at the end of the serial number so he could not confirm what parts to order. He estimated the cost to start repairing the unit, if we got lucky ordering the right part, would be the cost of a new one. This would be a guessing game, if he was wrong, wed be paying for multiple service trips and for parts so we did decide to stop this process and purchase another unit, but we did not consider shopping at Gerhards given it honesty appears that the unit received in 2020 was a damaged unit from the start. As a consumer, we would not have even thought to look for this door label at delivery, until now. I requested a refund of the service call since Gerhards confirmed I had the data needed to service the machine which we did not after providing pictures of all labels. I need a refund not a credit. They were wrong and we wasted $******. Good customer service would warrant a refund to the customer for expense that was incurred for service call that was useless. unit=819.33; FAST service =******
Business Response
Date: 04/18/2024
Customer purchased this unit from ******************** in October 2020. I reached out to this client to get their explanation of events regarding this Bosch Dishwasher. In this complaint the customer's daughter implied that they were sold a faulty unit from the start, we deny this allegation! Customer also let us know they are dissatisfied with Gerhard's and that her mom talks to a lot of people and would let folks know about our customer service???
After researching this problem and from the notes on this customer's file, ********************** customer service did assist this customer to the best of our ability as we are only the Retail store. It is also our understanding that the customer called Bosch (the manufacture) factory service first and their service company could not identify the unit stating tags were missing. It was after the customer experience with ***** that they reached out to Gerhard's. Our customer service **** got involved and asked the customer to send pictures of possible tags to **** in our customer service ****. Once we received the pictures it was found that the tag was not missing. The model & serial #'s were clearly showing on one of the pictured tags the customer provided.
The customer did have the information needed for service. After **** Gerhard's CSR received the pictures she recommended another service company, FAST appliance repair. **** in our customer service **** emailed the customer what the charge would be for FAST appliance to service the unit along with scheduling a time with the customer. Again, **** in our customer service ****. went above and beyond to assist the customer helping to get her scheduled with another company. **** was transparent in her email to the customer regarding the charge from FAST ********************** repair. The unit is out of warranty. I have attached the email chain. Customer was aware of the trip charge to the home.
We confirmed that FAST Appliance repair did know what parts were needed to repair. Door Hinges & levers-The customer chooses not to have the unit repaired because the parts needed and the labor to install them along with the initial trip charge was not cost effective, per the customer. FAST ********************** repair also had notes to issue the customer a $50 credit towards the purchase of a new unit with Gerhard's but the customer informed us they went somewhere else. Had the customer utilized this offer they would have received $50 back from the service charge they paid FAST towards a new unit.
While it is unfortunate that the first factory authorized servicer from the manufacture the customer called could not assist - FAST ********************** repair was able to make a service visit to the home and initiate an order for parts for what the customer needed. Again, the customer did not to have the repair completed as they felt it was not cost effective.
A refund will not be issued from Gerhard's as we had nothing to do with the service on this unit Gerhard's only assisted the customer in obtaining a servicer.
Regards
Gerhard's Inc.
Business Response
Date: 04/18/2024
I forgot to attach this on the first response. The email chain is attached - Showing the customer was aware of the charge from FAST Appliance repair service company. There will be no refund as the customer chose to not have the unit repaired.

Regards
Gerhard's Inc.
Customer Answer
Date: 04/18/2024
adding email & Fast receipt for reference.
***** from Gerhards called today for more info. Gerhards apparently sells appliances only and doesn't back the Fast Appliance Repair they recommend. Still feel that Gerhards was provided all the labels on the unit and reported we had what we neeed for service; they could have sent those to Fast to confirm; I falsely believed when told we had the serial tag that service would be able to be performed. Fast visit was not even 15 minutes in length; that was a complete waste of money. They offered $50 credit to Gerhards; a credit is not useful; at this point $50 cash would be better than nothing. What happened to good customer service?
Customer Answer
Date: 04/27/2024
[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: 21590495

I am rejecting this response because:
REPEATING that ****, representing Gerhards, stated we had the serial number, that assumption lead us to believe we would be able to get service from their Fast Appliance representative. That turned out to be false so we were mislead. Again, Fast Appliance literally walked in and walked out UNABLE to provide service. We will never make a purchase from Gerhards again - we would never have contacted Fast Appliance expecting service if we weren't lead to believe the serial number was actually enough to identify the unit in order to actually service the unit.
TERRIBLE customer service; hopefully next time there is some coordination with the servicing agent TO VERIFY there is enough data. This unit was DELIVERED without a label so you've got to wonder about the authenticity from the start.

Regards,

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

Business Response
Date: 05/08/2024
Gerhard's assisted the customer the best we could. We are sorry for the customer frustration. We are not a service company, nor are we the Bosch or the ********************* the customer was dealing with. We can't speak for the service companies. Our CSR **** gave her opinion which by the way was correct. The label the customer provided should have been enough for any of the servicers. We can only comment on what we were aware of. Again we are not the service company. The customer can reach out to the service company directly if they would like to pursue a refund. Gerhard's sold the unit and can confirm that the unit was new out of box and clearly had a tag which was supplied by the customer or their daughter.
We consider this matter closed.

Regards
Gerhard's Inc.
Customer Answer
Date: 05/22/2024
[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: 21590495
I am rejecting this response because:
We still Reject the outcome but will consider this closed as the offer to take $ off a future purchase clearly won't be converted to cash to refund a frustrated client; the unit label was rejected by Bosch first & then FAST service so indicates the machine was not labeled correctly from the start. ********* has lost several purchases already this year from the family. We'll do business elsewhere.
but close this matter as it's not worth the blood boiling anymore.

Regards,

*******************************
Initial Complaint
Date:03/25/2024
Type:Product 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 bought an oven at the beginning of January 2024 from Gerhards in *******, **. During all of my interactions with the salesman I made it explicitly clear that I needed the Self Clean high heat mode on the oven and that this was my only criteria. He recommended a specific oven assuring me both verbally and with a printed specs sheet that the oven had self clean. I called the company at the beginning of February when I noticed that in fact they had mistakenly sold me an oven without the self clean feature. After a month of trying to reach someone who would give me a definitive response (the original salesman repeatedly failed to return my calls or answer my emails) they refused to take the oven back citing that it was used and not defective. I have an email from the salesman apologizing for selling me the wrong model yet they still will not take the oven back.
Business Response
Date: 03/27/2024
We apologize for the inconvenience. I have reached out to our **************** Manager at the corporate office, and he will reach out to the customer directly regarding this issue. You should hear from him within 1-3 days. His direct # is ****************** - **************** Representative (*******************)

Regards
Gerhard's Inc.

Customer Answer
Date: 03/29/2024
[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:02/07/2024
Type:Product 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 ordered a refrigerator for one of my rental properties on 8/15/23. the day of delivery on 8/18/23, the tenant sent pictures of several large scratches on the appliance. I immediately contacted the salesperson, *****************************, who said he was going to make a damage claim and refund a portion of the purchase price. He did not say how much he was offering at that point for a partial refund, so I waited to hear from him to decide whether that was satisfactory or if I wanted a new appliance. I reached out several more times and was pushed off on different people and different departments before learning that they allegedly sent a check for $89.20 to the wrong address. I indicated that I was not willing to accept $89.20 for the damage and I'd rather have the undamaged refrigerator I had ordered. ********************* said he would reach out to the manufacturer to see if he could get a larger damage credit. I have never heard back from him and my last 2 emails have been completely ignored. The last email was sent on 1/17/24. I have emailed or called over 15 times since this happened and have received no adequate response. By delaying repeatedly by saying they were working on the credit, they have now thwarted my ability to dispute this transaction through my credit card provider. I have all of the emails pertaining to this frustrating situation should they be needed.
Business Response
Date: 02/26/2024
We apologize for your experience and will make every effort to resolve it. I have forwarded this complaint to our customer service managers to reach out to the customer to have their issue resolved.
Regards
Gerhard's Inc
************
Customer Answer
Date: 03/21/2024
I was contacted by Gerhard's and my complaint was resolved through a partial refund. Thanks BBB.

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Gerhard's is BBB Accredited.