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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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:02/05/2024
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 purchased an ** washer/dryer. The washer was defective on arrival and does not add water. We have been in contact with the store multiple times and they keep giving us the run around, promising calls back and no action. This is the most unprofessional experience with a retail store we have ever had. A real disappointment as we have been Gerhard's customers in the past.
Business Response
Date: 02/08/2024
Appliances have warranty terms and conditions that consumers and all retailers/servicers must abide by. Gerhard's appliances acted as quickly as possible to assist this customer. It is unfortunate the customer family feels that we were giving them the run around when if anything we were assisting them as best we could. The consumer is responsible for following the guidelines of the warranty and contacting the manufacture or a service company if service is needed. Gerhard's Appliance is a retail store and not the service Company. However, we assisted the customer and contacted the manufacture for service on their behalf. The delivery of product was 1/17/2024. Our records indicate a call regarding a service issue came in to our store on 1/25/2024.On behalf of the customer, ********************** Retail ************************ put in a request for service through the ** manufacture Website conf#Ticket#****** - This information was given to the customer for all follow-up concerning their service issue.
1/25/2024 11:10:39 AMTicket No: ******
Requester: gerhards
Agent Name: Service
Store number: N/A
Hi,
Done processing your request. Please see below for reference.
Name: ***********************
Phone #: **********
Model: WT7400CW
Serial #: ************
Called Customer: Yes
Time of Call: 9:57 AM CST
Notes: Just Ringing | Sent text message to customer
Consultation #: ***************
Servicer: TOTAL APPLIANCE SOLUTIONS
Service Date: Servicer will contact the customer.
Servicer Phone #: ************
Notes: Tech will call the customer ****** prior service appointment. For cancellation or rescheduling, please reply back or call servicer phone #.
To check the repair status, you can visit *********************************************************
***************************
Dealer Support
** Electronics Alabama, Inc.
According to our records we found that the customer canceled that appointment with **. Again, we contacted ** Service on behalf of the customer on 1/30/2024 to schedule another appointment, conf#Ticket#******. On 2/5/2024 on behalf of the customer, ******************** contacted ** "the manufacture" directly for an update for the customer on the service repair. At this point we also reached out to ** to see if there was any way they could either expedite the customer's repair or authorize a replacement. We were able to obtain an authorization for the customer to have the unit exchanged. Unfortunately, these steps take time, and the guidelines must be followed. We see the date on this complaint is 2/8/2024 however, the customer's washer was exchanged on 2/7/2024.
Gerhard's Appliances considers this matter closed.

Regards
Gerhard's Inc.
************

Business Response
Date: 02/08/2024
Appliances have warranty terms and conditions that consumers and all retailers/servicers must abide by. Gerhard's appliances acted as quickly as possible to assist this customer. It is unfortunate the customer family feels that we were giving them the run around when if anything we were assisting them as best we could. The consumer is responsible for following the guidelines of the warranty and contacting the manufacture or a service company if service is needed. Gerhard's Appliance is a retail store and not the service Company. However, we assisted the customer and contacted the manufacture for service on their behalf. The delivery of product was 1/17/2024. Our records indicate a call regarding a service issue came in to our store on 1/25/2024.On behalf of the customer, ********************** Retail ************************ put in a request for service through the ** manufacture Website conf#Ticket#****** - This information was given to the customer for all follow-up concerning their service issue.

1/25/2024 11:10:39 AM Ticket No: ******
Requester: gerhards
Agent Name: Service
Store number: N/A
Hi,
Done processing your request. Please see below for reference.
Name: ***********************
Phone #: **********
Model: WT7400CW
Serial #: ************
Called Customer: Yes
Time of Call: 9:57 AM CST
Notes: Just Ringing | Sent text message to customer
Consultation #: ***************
Servicer: TOTAL APPLIANCE SOLUTIONS
Service Date: Servicer will contact the customer.
Servicer Phone #: ************
Notes: Tech will call the customer ****** prior service appointment. For cancellation or rescheduling, please reply back or call servicer phone #.
To check the repair status, you can visit *********************************************************
***************************
Dealer Support
** Electronics Alabama, Inc.

According to our records we found that the customer canceled that appointment with **. Again, we contacted ** Service on behalf of the customer on 1/30/2024 to schedule another appointment, conf#Ticket#******. On 2/5/2024 on behalf of the customer, ******************** contacted ** "the manufacture" directly for an update for the customer on the service repair. At this point we also reached out to ** to see if there was any way they could either expedite the customer's repair or authorize a replacement. We were able to obtain an authorization for the customer to have the unit exchanged. Unfortunately, these steps take time, and the guidelines must be followed. We see the date on this complaint is 2/8/2024 however, the customer's washer was exchanged on 2/7/2024.

Gerhard's Appliances considers this matter closed.

Regards

Gerhard's Inc.

************
Initial Complaint
Date:02/04/2024
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.
over the summer, I bought a bundle of kitchen appliances, one of them being a dishwasher. At the end of the summer, the dishwasher started to make an unusual noise. A repair man came out and said that yes, the sound was differently unusual but then when he replaced the filter which he thought the problem was, he said the noise was just fine. I pointed out to him that he had just told me, and agreed with me that the noise was very loud and unusual, and he seemed to gaslight me. They told me they would send out a service man with more knowledge, but sent the same person and that person acted like they’ve never seen me before. This happens several more times. I’ve spent months trying to email and call representatives who say they’ll call me back but never do. I’ve been told that maybe whirlpool will get me a new dishwasher but that falls through and I’m left back at square one over and over and over. I think they’re just doing this until my warranty runs out and they’ll say they can’t help me. I have spent hours and hours and hours on the phone and not getting anywhere. The most recent interaction I had was some customer service representative telling me that nobody’s help me me because I’m a dumb little ****. I’m at my wits end. Please help me I just want this dishwasher to be replaced or fixed. I have not written one bad review as of yet, but I’m contemplating going to the store and just falling apart crying. my dishwasher makes an obnoxiously loud, loud noise that didn’t happen when I first bought it they can’t fix it and they say they’re going to help me but they don’t. They’re just passing the buck and I’m stuck with a lemon
Business Response
Date: 02/08/2024
Gerhard's Appliance is a retail store we do not directly provide Service on Appliances. It is a consumer responsibility to follow the guidelines of the Warranty terms and conditions which also can be found in the manual that is supplied with the unit from the manufacturer. The customer was having a service issue but did not reach out to ********* directly, they contacted Gerhard's Appliance where they purchased the product. We are a retail operation only. At no time did anyone in our organization speak to the customer in the manner the customer has listed in their complaint. We are professional at all times and provided the customer with quality customer service in this matter. The customer is dealing with multiple companies in this matter Gerhard's, the Service Companies and possibly ********* which are all separate entities. It is our opinion that the customer is mistaken regarding the source that someone from Gerhard's Appliance spoke to them in that manner.
Customer purchased this package in June 2023 - Our records indicate the customer reached out via email to the original salesperson who sold the package on 9/12/23 - email below
From: *************************** <***********************>
Sent: Tuesday, September 12, 2023 6:58 AM
To: ********************* <**********@gerhardsappliance.com>
Subject: Re: Automatic reply: Gerhards Appliance Order Status

****, my dishwasher is making an obnoxiously loud noise and I cant run it. I just started doing it this morning and I'm not sure what to do but this is not normal considering my dishwasher is brand new.

see video and advise

***************************;
**********
The salesperson contacted Gerhard's Customer Service for assistance with the customer's service complaint who in turn directly contacted the customer to offer assistance. In good faith we reached out on the customer's behalf to a Factory authorized servicer (FAST APPLIANCE REPAIR) to schedule a service call.
email below:
[*******] - 9/14/2023 8:39:29 AMCOURTNEY STATES THAT DISHWASHER IS MAKING A VERY LOUD NOISE. SHE CONFIRMED SERVICE DATE OF 9-26-23 ON WORK ORDER #********* - **** APPLIANCE REPAIR **************
On 10/16/23 another call came into Gerhard's Appliance Customer Service from the customer and again we assisted the customer in scheduling another service call from **** APPLIANCE REPAIR. email below:
*******] - 10/16/2023 12:05:37 ********* HAVING RECURRING ISSUE WITH NOISY DISHWASHER. SHE CONFIRMED SERVICE DATE WITH A SR TECH  FOR 10-17-23 ON WO#*********
At this point all contact with the customer was coming from **** APPLIANCE REPAIR and not Gerhard's Appliance's. The customer then called into Gerhard's Appliance again and spoke with **** in our customer Service dept to indicate that a date given to her for service from **** APPLIANCE REPAIR would not work for her. Again, in good faith Gerhard's contacted **** APPLIANCE REPAIR on the customer's behalf and got a new date for service. We contacted ************** and she was given the new date for service.
[*******] - 11/8/2023 10:37:20 AM11/13/23 DOES NOT WORK FOR ********. RESCHEUDLED SERVICE FOR 11/15/23. CONFRIMED W/ ********. JOB: *********
Gerhard's Appliance will take no responsibility for the issues this customer is experiencing. Complaints regarding this issue have been coming through on social media about Gerhard's Appliances? On the contrary Gerhard's Appliance in good faith has continued to help and assist the customer several times to set up these service calls and to step in and make calls for the customer. After receiving scathing social media comments Gerhard's Customer Service Manager reached out directly to the customer still trying to assist. The Customer Service Manager for Gerhard's Appliance also reached out to ********* on the customer's behalf to see if they would give the customer a special authorization to have this unit exchanged - Our email to ********* and their Response from ********* is below. Customer was informed of their decision. The customer was also advised that they can also reach out to ********* directly.
1/19/**** 9:58:18 AM
From: no-reply <********************************************>
Sent: Friday, January 19, **** 9:55 AM
To: ********************* <***********@gerhardsappliance.com>
Subject: RA REQUEST FOR ********* DISHWASHER / *************************** / ******

Hello,
Thank you for reaching out to the ********** Trade Care Escalation Team. Your message has been received and will be assigned to a Single Point of Contact. We look forward to working with you.
Thank you,
NOTICE: ********************* e-mail is for the designated recipient only and may contain proprietary or otherwise confidential information. If you have received this e-mail in error, please notify the sender immediately and delete the original. Any other use or disclosure of the e-mail by you is unauthorized.
From: ***************************>
Sent: Friday, January 19, **** 10:00 AM
To: ********************* <**********************************>
Cc: Service <**********************************>; ***************** *********************>
Subject: Re: RA REQUEST FOR ********* DISHWASHER / *************************** / ******

Hello, we apologize we cannot offer an exchange at this time. There is one svc bench claim. Per the warranty the unit would need to be repaired.
Thank you for your partnership!
Trade Care Team SPOC
Customer Contact Center Specialist
Gerhard's customer Service Dept. heard from the customer again regarding the ongoing service issue they are having, and Gerhard's Customer Service manager again spoke to the customer and in good faith contacted Factory Service again to schedule another appointment. He has also reached out to the customer via voicemail and a follow up email to give the information regarding the upcoming service call from the Service Company.
From: ***** *****
Sent: Tuesday, February 6, **** 10:08 AM
To: *************************** <***********************>
Cc: Service <**********************************>; ******************* <*********************************>
Subject: ****** / *********

********,

I wanted to follow up on the VM I  just left. Please don't hesitate to reach back out to me so we can get this issue resolved for you. Thank you.

***** *****
Customer Service Manager
***********************************************************
P: ******************** | Gerhard's Appliances | www.GerhardsAppliance.com
[******] - 2/6/2024 11:16:07 AM Confirmed with customer for service for 2/12 - *********
From: ***** *****
Sent: Tuesday, February 6, 2024 11:24 AM
To: *************************** <***************************************;
Cc: Service <**********************************>
Subject: ****** / *********

Good afternoon ********,

Thank you for taking the time to speak with me this morning, I appreciate your time. I have one of our TECHS scheduled for 2/12. They will call you on 2/11 sometime in the afternoon to confirm your window. If you have any questions, please don't hesitate to reach out to me. Thank you again.

***** *****
Customer Service Manager
***********************************************************
P: ******************** | Gerhard's Appliances | www.GerhardsAppliance.com
There have been three people in our organization who have spoken to the customer - ****, ********* from Gerhard's customer service dept. who have done everything to assist the customer and our own Customer Service Manager ***** ****** who also tried to assist by contacting the Service Company and ********* on the customer's behalf.

This complaint is not a Gerhard's Appliance Issue that we can directly resolve for the customer, we can only assist the customer in trying to get a resolution. The customer can contact ********* directly 1-************ (US) as they have the service records and can make any decisions regarding the exchange of the customer's dishwasher.

Unfortunately, whatever experience the customer is having with the ********* and the factory Authorized Service Company has bled over to Gerhard's Appliance. We assure you at no time did we ever speak to the customer in the manner in which they claim we did in this complaint. We will continue to assist the customer to the best of our ability.
Regards
Gerhard's Inc
************
Initial Complaint
Date:09/25/2023
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 an air conditioner for my dining/ living room area. I paid (a lot of money for a Gerhard technician to come out and estimate the size unit I will need to cool my downstairs. Unfortunately, he did not do a good job estimating my size. The unit does not cool My husband and I have been waiting for someone to get back to us. A technician from ** came out and said the gave us the wrong unit. I do not want anything free (except for the insulation) I just want the air conditioner for the size of my downstairs and for Gerhard to pay for the insulation.
Customer Answer
Date: 11/06/2023
I have received a call from a representative back in Oct. I am still waiting on a response to our conversation.
Business Response
Date: 12/12/2023
Gerhard's manager has been in touch with ****************. **************** had a pre-existing hole in the wall. The unit installed was the size that would fit the existing hole. According to the manager ********************* he explained to **************** in a phone conversation that if the customer would like to make the hole larger to fit a larger unit we would handle exchanging the unit once that was set up. **************** will reach out again to **************** to see if the customer has worked out any arrangement to have the hole expanded to accommodate a larger unit.
This is the direct contact information with the manager handling this issue. ********************* contact information ******************
Regards
Gerhard;s Appliances
************
Business Response
Date: 12/12/2023
Gerhard's manager has been in touch with ****************. **************** had a pre-existing hole in the wall. The unit installed was the size that would fit the existing hole. According to the manager ********************* he explained to **************** in a phone conversation that if the customer would like to make the hole larger to fit a larger unit we would handle exchanging the unit once that was set up. **************** will reach out again to **************** to see if the customer has worked out any arrangement to have the hole expanded to accommodate a larger unit.

This is the direct contact information with the manager handling this issue. ********************* contact information ******************

Regards
Gerhard;s Appliances
************ Information...
Initial Complaint
Date:08/30/2023
Type:Sales and Advertising 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 emailed Gerhard's Appliances on 10/26/2021, 10/28/2022, and 3/17/2023, requesting that they tell their marketing company to remove my name and address from their mailing list. I never received the courtesy of a response from them. Today, 8/30/2023, I received more advertising mail from them.
Business Response
Date: 09/21/2023
We do apologize for your frustration. The compliant does not note where the customer sent such a request or whom you are speaking to. When we receive these requests in the corporate office, we send back the customer's request along with a letter from the **************** Company explaining how to remove their name from their list. I am sure the advertising that is coming to the customer's home will have a name or Current resident listed above the address.
Gerhard's Appliance does not use their own customer base to send these mailers. They come from a National advertising Mailer company who pulls these names from their National Mailing list. The only way the customer can have themselves removed is to follow the instruction on the letter attached. They have to reach out to the **************** company to do this. This will also remove them from ALL mailers no matter who they are coming from. There is nothing more we can do at this time. The customer would have to handle having their name removed from this National Mailing list.
All requests or mailings from customer's to Gerhard's Appliances should come directly to our corporate office. 290 N. Keswick Avenue Glenside, PA 19038 - I have attached a copy of a letter for what the customer can do to have themselves removed from the National Mailing List.
Regards
Gerhard's Appliances Inc.
Customer Answer
Date: 09/29/2023
[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: ********

I am rejecting this response because:
Dear anonymous person at Gerhard's Appliances Inc.,

Please note the following in response to your message:

1) While I'm not sure what you mean by "the compliant," I contacted Gerhard's at [email protected] on 10/26/2021, 10/28/2022,3/17/2023, and 8/30/2023 the dates I received Gerhard's junk mail.

2) ******************************** does not print and mail Gerhard's glossy advertising mail. I asked Gerhard to instruct the person or business who prints and mails Gerhard's glossy advertising mail to remove my name and address from THEIR mailing list.

3) For decades I have been contacting businesses to remove my name and address from whoever prints and mails their advertising mail. Not one of them has fobbed off my request by directing me to the *** a company I will NEVER contact. According to The ******** Project and the ******************************* direct marketing associations promote spam, defend junk mail and unsolicited telemarketing, and work against open standards (i.e., Do Not Track) that seek to protect consumer privacy from tracking by online marketers. Also, the **************************** charges a fee and requires consumers to register with them.

CONCLUSION
It is Gerhard's Appliances Inc.'s responsibility to instruct the person or business who PRINTS AND MAILS Gerhard's glossy advertising mail to remove my name and address from THEIR mailing list.
Regards,

***********************
Business Response
Date: 12/12/2023
We have explained to this customer on numerous occasions that this is not Gerhard's mailing list. We use an advertising firm as do most retailers and they get their mailing list from the National Mailing list Company. We have provided this customer with the instructions on how to have themselves removed from this National mailing list. Gerhard's did however in good faith reach out to our advertising company to ask them to assist this customer having their name removed from the National mailing list. I know this process takes a few weeks and we are not sure if the customer is still receiving junk mail showing a name or current resident. If the customer is still receiving these types of mailers, I would suggest they handle having themselves removed from this list. I have attached a copy of the instructions to have themselves removed from this National mailing list.
Regards
Gerhard's Inc.
************
Initial Complaint
Date:08/30/2023
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 frig on 7/31. Within the week the freezer froze over . Company would not bring new frig. It's a month and they have sent two techs here and its not resolved. It also went on sale 6 days after I purchased it and they wont refund me the difference of 200 to cover the food I lost. I spent my whole social security check on this nightmare. Multiple phone calls. Emails not responded to. All I want is a new refrigerator and the 200 price difference. It's not even 30 days and its a nightmare. This should have been resolved in one week. This company is terrible
Business Response
Date: 09/22/2023
There was a service issue with the customer's refrigerator door gasket which fell under the manufacture warranty coverage and was considered repairable not replaceable. The customer's service issue has been resolved with Factory Service completing the repair and the customer has been satisfied with the repair. We would like to work with the customer for the $200 food loss they are looking for but at this time the customer also issued a complaint with their credit card company and a chargeback from them was initiated. Once we receive reimbursement from the customer's credit card company for the entire purchase of this unit we can then proceed trying to assist the customer to work with the manufacture for the $200 for food loss they are requesting.
The customer does have a manufacture warranty which may include food loss. They can read their manual to see what the limitation of their warranty is and seek reimbursement from the manufacture for their food loss, if offered by the manufacture of the unit they purchased.
We do not refund for items purchased and delivered that may go on sale at a later date. Had the sale initiated before delivery we certainly could have tried to accommodate the customer depending on the circumstances of the sale price.
Regards
Gerhard's Inc
************
Initial Complaint
Date:08/18/2023
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.
New dryer didn't have a working timer upon arrival. Sent me through an endless cycle with their service provider, after each visit/part the original issue was never fixed. Calling the store/customer service and hearing product doesn't work and isn't being fixed they were still unhelpful.
Business Response
Date: 08/23/2023
According to the notes on the customer's account **** APPLIANCE REPAIR did try to reach out to the customer several times to schedule the replacement of the defective part. Once our customer service dept. finally was able to reach the customer on **** Appliance's behalf the customer indicated that they did in fact have the parts since last December 2022 but was very busy to call. Customer service did let her know we could get out there on 8/19/23 however this was not a good time for the customer. The customer scheduled the completion of repair for September 1, 2023.

If the customer has any additional questions regarding the scheduled repair, they have the contact #'s for **** Appliance repair and/or Gerhard's customer service. ###-###-####

[*********] - 9/30/2022 4:06:00 PM DRYER INDICATOR KNOB DOES NOT ADVANCE SO THE DRYER HAS TO BE STOPPED MANUALLY. SCHEDULED SERVICE FOR 10/4/22, JOB# ******

[*******] - 10/27/2022 3:20:09 PM DRYER STILL DOESNT TURN OFF BY ITSELF, SERV SCH FOR 10.31 - JOB# ******

[*******] - 8/18/2023 12:27:55 PM customer has had the parts since December. she never returned ****'s calls/text to schedule part install. Customer Service was able to convince her to schedule part install for 9/1/23. confirmed w/ ******. job: *********
Regards
Gerhard's Inc
************
Initial Complaint
Date:08/10/2023
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 purchased a new Viking cooktop from Gerharts 6 weeks ago. First, they shipped the wrong cooktop, then they sent the wrong propane conversion kit. 3 different installers have been at our house and have said they cant install it, dont have the right tools or not the right parts. ****, our customer support contact hung up on my wife when we called. Upon call back, she said someone had a heart attack (which I am sorry about, but doesn't explain this folly of errors). We just want the job finished. My family has been without a cooktop for 6 weeks and cannot cook for our family as a direct result of Gerharts incompetence.
Business Response
Date: 08/23/2023
After investigating the customer's complaint, we reached out to the customer directly for more information. According to our records the job was completed back on 8/11/23. ************** was not available today when we called, so we spoke with *************** who confirmed that the job was completed and that she was satisfied. However, she did have a complaint about customer service and how her contact with us was handled. While she is pleased that the job has been completed, she was not satisfied with some of her customer experience. Currently there is a balance due on the account for a propane conversion that the customer did not pay for as this is not part of the installation of the cooktop. The balance due is $137.79. We are going to waive the charge for the conversion and clear the account of any money due as of 8/23/23.
At this time Gerhard's considers this matter closed. However, if ************** has any questions he can certainly reach out to ***** in the delivery ***** who had the conversation today with ****************
Regards
Gerhard's Inc.
************
Initial Complaint
Date:07/31/2023
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 refrigerator from Gerhards appliances and paid for it 5/31/2023. Because it was on back order and my then refrigerator had died, I purchased a second smaller refrigerator from same company to use until the new ** refrigerator would be in stock and delivered. The ** model number ********** was delivered on the morning of Wednesday May28 The delivery team was supposed to install and make sure that it was up and in working order. As there was no space in my kitchen,, trying to speak to a general manager at another store,who was not very helpful nor any reason to keep the small one that I had purchased three weeks previously, I removed it and after starting to transfer food items to new refrigerator, I discovered that freezer drawer would not open. Because I was afraid of damaging the new refrigerator by trying to force freezer open, I called Gerhards, spoke to salesman who sold me both refrigerators, and he agreed to come to my apartment after he finished work, to resolve issue. It turns out the installers didn’t do it correctly. While salesman was adjusting freezer, he informed me of the following and I quote “I don’t know if I should be telling you this but this refrigerator has been discontinued “ I was shocked and appalled that I had not been informed of this prior to delivery especially since I waited four weeks for delivery. I immediately asked why I wasn’t informed about this model being discontinued, his response was that the new model was more expensive.when I asked about difference in price he informed me a few hundred dollars more. I responded by telling him I would never have knowingly bought a discontinued item without being told about it and not being given the choice of buying it or new model, especially after having purchased a second refrigerator from him to use until the ** shipped I immediately said I definitely didn’t want a discontinued item, and that I wanted to send it back and purchase the new model. He informed that I would have to speak to the manager I immediately called Gerhards the next morning
Customer Answer
Date: 08/02/2023
Was unable to complete in previous document
I followed up day after delivery trying to speak to senior manager and was told that I had to speak to manager in store where I purchased said item. This was her response when I went in person to discuss issue with her and I quote “** should not have told you that your model refrigerator was discontinued “ my response was that there should have been transparency and I should have been given the option of keeping discontinued model or having to pay the difference for the new model.

Manager, ****** “ replied that she would see what she could do and would get back to me the following day which she didn’t do, so I went back to the store a second time,telling her I definitely didn’t want discontinued refrigerator. Again she promised to get back to me and didn’t. I left next day for vacation out of the country.On my return two weeks later I contacted BBB and was told where headquarters were, so I called.Spoke with **** ****** who said he would discuss with ****** and get back to me by the end of that business day, of course didn’t hear from him and another three days went by. After leaving numerous messages on his voicemail, he got back to me and said that the best he could do was offer me a Five Year extended warranty. I expressed my extreme dissatisfaction, As I definitely did not want one. He said that regardless he would email it to me, I have not opened email because I don’t want it
Business Response
Date: 08/23/2023
We will have a Customer Service manager reach out to discuss this issue with the customer. Customer did accept the unit with the damage agreeing to a 10% damage allowance. Inadvertently the refund to the customer for this damage was on the other unit she purchased and was only sent $19.50 on 7/5/23. That damage amount should have been $234.90. A difference of $215.40 is due to the customer. However, I will request that the service manager discuss this before we send the extra refund out to the customer. Certainly, if the customer were to respond to this complaint again, they can note if they would like that additional refund.
Regards
Gerhard's Onc.
************
Business Response
Date: 08/23/2023
From the Business on Wednesday, August 23, 2023 - I believe I had already emailed you this today 8/23/23. Sending it just in case I did not.
We will have a Customer Service manager reach out to discuss this issue with the customer. Customer did accept the unit with the damage agreeing to a 10% damage allowance. Inadvertently the refund to the customer for this damage was on the other unit she purchased and was only sent $19.50 on 7/5/23. That damage amount should have been $234.90. A difference of $215.40 is due to the customer. However, I will request that the service manager discuss this before we send the extra refund out to the customer. Certainly, if the customer were to respond to this complaint again, they can note if they would like that additional refund.
Regards
Gerhard's Inc
************
Business Response
Date: 08/24/2023
We will have a Customer Service manager reach out to discuss this issue with the customer. Customer did accept the unit with the damage agreeing to a 10% damage allowance. Inadvertently the refund to the customer for this damage was on the other unit she purchased and was only sent $19.50 on 7/5/23. That damage amount should have been $234.90. A difference of $215.40 is due to the customer. However, I will request that the service manager discuss this before we send the extra refund out to the customer. Certainly, if the customer were to respond to this complaint again, they can note if they would like that additional refund.

Regards

Gerhard's Inc

************
Customer Answer
Date: 08/28/2023
[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: ********

I am rejecting this response because: the issue about refrigerator was not addressed at all as per my written complaint with information why I want to return said refrigerator
There was NO disclosure whatsoever at any time that this model ********** was being discontinued.
I would never have purchased an item that was being discontinued had I been informed; I would have paid the extra for the most current model.
When I complained to the manager, her response was that the salesperson should not have disclosed this information and refused to take item back and allow me to purchase the ** model *********
This to me is dishonesty and possibly fraud
Regards,

*************************
Business Response
Date: 09/21/2023
In the last response we did address the issue. I noted that a customer service manager would reach out to the customer to discuss the issue directly with the customer. The Manager did in fact reach out to the customer. Below is an explanation via email of what was discussed with the customer, and we have noted the customer's account with this information as well. If the customer would like me to issue the credit refund of $215.40 discussed in the last response they can certainly reply to this complaint again requesting the refund. However, if the customer would like to reach back out to the manager for further discussion on this matter his phone# and extension is listed below. There is nothing more we can do at this time then what was already offered, and we do consider this matter closed at this time.
From: *************************** <**********************************>
Sent: Friday, August 25, 2023 10:08 AM
To: *************************** <*****************************************>; *************************** <***************************************>; *************************** <**********************************>
Subject: RE: BBB Complaint *********** ************************* ******* #******.*

I also spoke to this client more than once. Explained that fridges go through running model changes all the time and that she wouldn’t have any issues with the unit she had that would be a direct cause of the model being discontinued and that because the fridge was used we wouldn’t be able to authorize an exchange and that in all honesty it would be more of a risk to have a new unit delivered and this one removed anyway.
Offered her a 5 year protection plan to help provide her peace of mind, she at first said she was okay if that was all we would be willing to do

Our offering was more than reasonable, and there is NO issues with the fridge that she has.

******* was also very much on point with this whole situation and controlled the communication well. Unfortunately, because the client didn't like the information does not mean ******* didn't do everything she could to help this client.

Not sure this answer is going to make the customer content, but it is more than fair compromise and all that I think we should be offering.

****** as always I really appreciate your help with these, let me know if you need anything else from me to complete this.

-*********************
*******************
Customer Answer
Date: 10/06/2023
Gerhards is completely missing the point of my complaint
I never at anytime said there was a problem with refrigerator
my complaint was and still is the lack of transparency on the part of sales person and manager at Gerhards
in fact it is considered fraud when information is knowingly withheld from a person
I felt and still do feel that if Gerhards knew that this model was being discontinued, I should have been informed and given the choice of waiting and paying extra for the new model or keeping to this refrigerator
sales person actually stated to me that he shouldnt be telling me that my model was being discontinued and being replaced with a new model
Initial Complaint
Date:07/21/2023
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 had a **** gas range delivered on 6/26/23, paid in advance - price was $8,059 plus $225 for installation. Delivery was made by 3 gentlemen who supposedly "installed" the range in 10 minutes and left. It could not be pushed flush to the wall because the gas line stuck out. They said it was installed and left. My contractor pulled it out to see if he could adjust the gas line and realized they did not install the anti-tip bracket at all. They simply laid it in place, but did not engage it. He put his hand on it and lifted it out - with no tools and zero effort! it was not engaged to the drywall at all. The warnings in the owner's manual clearly state this can kill a child or adult if it tips. Opening the oven door can tip it. I notified my salesman *************************** and asked for a refund of the installation fee. I spoke to the delivery manager ***** (last name unknown) on 6/29, explained it all in detail and urged her to train these delivery men regarding the anti-tip bracket. She had sent the delivery men back to the house later that afternoon to "re-install" the anti tip bracket but my contractor said he would take care of it. We didn't trust that they knew what they were doing. Both **** and ***** seemed to understand that I wasn't making a huge fuss about the safety liabilities of this faux pas but simply wanted my $225 installation fee refunded - because it was just ludicrous to charge an installation fee when they did nothing! And they could have easily caused a major accident to occur. Many opt to leave the **** range proud of the cabinets because of where the existing gas line is installed, but still need the anti-tip bracket installed properly. If we hadn't have chosen to have the range flush against the wall, we would have never known they didn't install it. I have sent multiple emails and am getting nowhere so I'm hoping you help resolve this issue. Many thanks,*******************************
Business Response
Date: 08/23/2023
Notes below from the customer order - Our delivery customer service person ***** - Did send the installers back and they did install the anti-tip bracket and range in place even though the unit was sticking out because of an existing gas pipe placement. I have the emails regarding this issue below. The customer was also emailed and updated by the delivery ***** regarding the install and anti-tip bracket issue. The installation is not refundable due to the circumstances noted in these emails. Gerhard's considers this matter closed.
From: *************************** <**********************************>
Sent: Monday, June 26, 2023 11:19 AM
To: Delivery <[email protected]>
Cc: *********************** <***************************************>
Subject: ********** - **** install

Client is claiming crew didn't install anti-tip or level range. She had to have her contractor do it. Can you please confirm with crew, and then let client know if we are refunding the install cost. Picture of anti-tip not installed below:
[*********] - 6/26/2023 2:48:22 PM
From: Delivery
Sent: Monday, June 26, 2023 2:48 PM
To: Delivery <[email protected]>
Cc: *********************** <***************************************>; ******************************* <***********************************>
Subject: RE: ********** - **** install

****

The team went back to this customers house because they installed the anti-tip and leveled the range.

******************* the customer's contractor removed the anti-tip and the range per ***** because he needed to move the gas pipe for the range to sit back further as the range was not fully connecting to the anti-tip as the driver pointed out to him that the gas pipe was out to far from the wall. I confirmed this with her contractor myself over the phone. It is not our teams fault that the contractor did not have the space to the SPEC.

No refund.
From: *************************** <**********************************>
Sent: Monday, June 26, 2023 3:13 PM
To: Delivery <[email protected]>
Cc: *********************** <***************************************>; ******************************* <***********************************>
Subject: Re: ********** - **** install

Okay - I was just going off client's email to myself. Did someone call client and explain to her what happened?

Thanks!!

****
[*********] - 6/29/2023 10:22:27 AM
From: Delivery
Sent: Thursday, June 29, 2023 10:22 AM
To: *************************** <**********************************>
Cc: *********************** <***************************************>; ******************************* <***********************************>
Subject: RE: ********** - **** install

****

I just called and left a detailed message stating that we cannot refund the install and why. I left my name and extension if she wanted to follow-up with me.

Gerhards contractor installed anti-tip and leveled range.
The specs were not correct on the gas line causing the range to not sit all the way in the anti-tip bracket.
Her contractor ******************* confirmed that he removed the range and the anti-tip bracket to modify the area to spec.
Business Response
Date: 08/24/2023
Notes below from the customer order - Our delivery customer service person ***** - Did send the installers back and they did install the anti-tip bracket and range in place even though the unit was sticking out because of an existing gas pipe placement. I have the emails regarding this issue below. The customer was also emailed and updated by the delivery ***** regarding the install and anti-tip bracket issue. The installation is not refundable due to the circumstances noted in these emails. Gerhard's considers this matter closed.

From: *************************** <**********************************>
Sent: Monday, June 26, 2023 11:19 AM
To: Delivery <[email protected]>
Cc: *********************** <***************************************>
Subject: ********** - **** install

Client is claiming crew didn't install anti-tip or level range. She had to have her contractor do it. Can you please confirm with crew, and then let client know if we are refunding the install cost. Picture of anti-tip not installed below:

[*********] - 6/26/2023 2:48:22 PM
From: Delivery
Sent: Monday, June 26, 2023 2:48 PM
To: *************************** <**********************************>
Cc: *********************** <***************************************>; ******************************* <***********************************>
Subject: RE: ********** - **** install

****

The team went back to this customers house because they installed the anti-tip and leveled the range.

******************* the customer's contractor removed the anti-tip and the range per ***** because he needed to move the gas pipe for the range to sit back further as the range was not fully connecting to the anti-tip as the driver pointed out to him that the gas pipe was out to far from the wall. I confirmed this with her contractor myself over the phone. It is not our teams fault that the contractor did not have the space to the SPEC.

No refund.

From: *************************** <**********************************>
Sent: Monday, June 26, 2023 3:13 PM
To: Delivery <[email protected]>
Cc: *********************** <***************************************>; ******************************* <***********************************>
Subject: Re: ********** - **** install

Okay - I was just going off client's email to myself. Did someone call client and explain to her what happened?

Thanks!!

****

[*********] - 6/29/2023 10:22:27 AM
From: Delivery
Sent: Thursday, June 29, 2023 10:22 AM
To: *************************** <**********************************>
Cc: *********************** <***************************************>; ******************************* <***********************************>
Subject: RE: ********** - **** install

****

I just called and left a detailed message stating that we cannot refund the install and why. I left my name and extension if she wanted to follow-up with me.

Gerhards contractor installed anti-tip and leveled range.
The specs were not correct on the gas line causing the range to not sit all the way in the anti-tip bracket.
Her contractor ******************* confirmed that he removed the range and the anti-tip bracket to modify the area to spec.
Customer Answer
Date: 08/24/2023
[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: ********

I am rejecting this response because:
My original emails say it all - ********************* told me the sales department would refund me if Install team refused. *************************** (who never would give her email or last name before I saw it here on this complaint) NEVER returned my call even AFTER she verbally agreed with me on the phone when I explained the circumstances. I will be filing a lawsuit and notifying **** of this company's absolute negligence and lack of training of staff to properly and safely install this range with the anti-tip bracket. I will be asking for a refund of my installation fee and all legal fees to be reimbursed.
Very disgusted with their lack of honesty and integrity after being such a loyal customer.
Regards,

*******************************
Business Response
Date: 09/21/2023
We will have the Manager (*********************) reach back out to the customer to discuss this issue further.
Regards
Gerhard's Appliance's Inc.
Business Response
Date: 09/22/2023
As promised **************** Gerhard's manager reached back out to the customer to discuss her issue furthur. The customer received the refund she was asking for prior to the rejection of our last response with BBB. We consider this matter closed and the customer is satisfied, See email communication below where customer states exactly that.
From: ***************************
Sent: Thursday, September 21, 2023 5:16 PM
To: **************************;
Subject: Gerhard's Follow Up

*****,

I received an email today stating that your compliant with the BBB was not settled. Which to be honest, Im not sure what more you are looking for. As I did what I said I would and had your install cost FULLY refunded. This was processed and completed back on August 31st. Ive attached a copy here.

Although I understand the process wasnt as smooth as it should have been, I do feel like I followed up with you, every time you reached out, and did get done exactly what you had asked. So to state that I wasnt honest and lack integrity is not fair, and frankly offensive as I do think I was reasonable with you and did help make the situation right.

I do hope this was just a misunderstanding, and perhaps posted prior to the refund being processed? Please let me know what else needs to be done to rectify this situation.

Thanks,
****
***************************
------------------------------------------
Director of Sales
Direct: ************
Office: ************
*************************
------------------------------------------
From: *******************************
Sent: Thursday, September 21, 2023 5:23 PM
To: ***************************
Subject: Re: Gerhard's Follow Up

I have no idea why it says that; they never reached out to me to settle it since you sent me the refund. I consider it settled.
Sorry you were offended but you never responded to my last email alerting you that no refund was every made; I asked for her email to take it up with her and I got nothing back; frankly I got sick and tired and going back and forth and getting nowhere which is why I started the complaint with the BBB and posted unflattering reviews on-line. I repeatedly put in all of those letters/comments that YOU were the only one that was helpful and that the sales department was GREAT. So I'm sorry you were offended but your colleagues in the installation department were impossible to deal with!
Nothing needs to be done and if the BBB wants to send me something I'm happy to tell them this is resolved.
Like I said in my review, ****, the sales department in Ardmore was great and I've said that throughout.
All the best to you and your sales colleagues
*****
Regards
Gerhard's Inc.
Initial Complaint
Date:07/14/2023
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.
They claim they are ***** certified installers and ***** tells us they are not. So they lied. They did a horrible job of an install. But the worse part, the part that was unacceptable, was this...the crew lead left a cigarette butt and started a smoldering smoke in our driveway . Had we gone out of town, we would have come back to a burned down house. They were not willing to compensate us enough to make up for what they did. They took no remorse. They lack integrity and customer services.
Business Response
Date: 08/22/2023
Gerhard's Appliance is a Factory authorized Miele installer. The customer paid for an installation and per the complaint if they feel that the installation was not completed properly, they can certainly reach out to our customer service department for assistance.
With regard to the comment about the cigarette, we can't comment on something that we did not see. If the customer would like to provide us proof that the crew lead in fact left a cigarette **** in their driveway, we can discuss this with them once we receive this information.
Regards
Gerhard's Inc.
************

Business Response
Date: 08/23/2023
Gerhard's Appliance is a Factory authorized ***** installer. The customer paid for an installation and per the complaint if they feel that the installation was not completed properly, they can certainly reach out to our customer service department for assistance.

With regard to the comment about the cigarette, we can't comment on something that we did not see. If the customer would like to provide us proof that the crew lead in fact left a cigarette butt in their driveway, we can discuss this with them once we receive this information.

Regards

Gerhard's Inc.
************
Business Response
Date: 08/23/2023
Responded in a previous email 8/22/23
Gerhard's Appliance is a Factory authorized ***** installer. The customer paid for an installation and per the complaint if they feel that the installation was not completed properly, they can certainly reach out to our customer service department for assistance.
With regard to the comment about the cigarette, we can't comment on something that we did not see. If the customer would like to provide us proof that the crew lead in fact left a cigarette butt in their driveway, we can discuss this with them once we receive this information.
Regards
Gerhard's Inc.
************

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