Complaints

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

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  Gerhard's

  290 N Keswick Ave Glenside, PA 19038-4804

  
• 

  Gerhard's

  909 N Bethlehem Pike Lower Gwynedd, PA 19002

  
• 

  Gerhard's

  9475 Roosevelt Blvd Philadelphia, PA 19114-2212

  
• 

  Gerhard's

  204 E Lancaster Ave Ardmore, PA 19003-3210

  
• 

  Gerhard's

  116 Lancaster Ave Malvern, PA 19355-2123

  

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:06/20/2023

  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.

  On 5/21/2023, I purchased a ***** ***** Electric Dryer (Item# ********) from Gerhard's Appliances at *** ** ********* ***., Ardmore, PA *****. Order # ********. My salespersons was ***** *****. Purchase price $1200.00, delivery charge $49.95, breakdown of the unit $150.00, steam hose kit $27.00, and $85.62 tax for a total of $1512.27. Delivery of the dryer was scheduled for 5/25/23. On 5/25/23, the delivery was declined by me because the dryer was damaged. On 5/29/23, I received notification that a new dryer would be delivered on 5/31/23. The new dryer was delivered on 5/31/23 and the deliveryman disassembled the dryer (which I told him he did not have to because I previously brought two washers and one dryer from Gerhard's that did not have to be disassembled). As the dryer was being reassembled in my home, the he deliveryman said, “I do not have a cord for your dryer, they sent me a stove cord and not a dryer cord.” I received notification on 6/4/23 that the dryer cord would be delivered on 6/5/23. On 6/5/23, the dryer cord was delivered and attached. When the deliveryman turned on the dryer, it made loud thumping, scratching and screeching noises. I told him this was unacceptable and that I wanted the dryer removed from my home. He said "he could not take it with him, he had to notify the delivery manager of the ongoing issues." I have made several calls to Gerhard's for them to rectify this issue with NO success. I spoke to the Customer Service manager, ***** ******* ###-###-#### on several occasions as he reassured me that the issue would be resolved, but to no avail. On 6/15, Gerhard's sent someone from **** Appliance Repair to ensure the dryer was assembled correctly. Consequently, the repairperson said the dryer was NOT assembled correctly and wires were exposed. After his adjustments, the dryer continued to make thumping, scratching, and screeching noises; he said, “the dryer needs to be replaced.” As of noon 6/20/23, I have not heard anything else from Gerhard's Appliances. I left ***** ******* a voicemail message indicating that I am following up on the replacement for my dryer. I want Gerhard's to send a NEW replacement dryer and a discount for all of the inconvenience these issues have caused, being that I had to miss time away from work on several occasions for this inconvenient and untimely circumstances. I appreciate any assistance you can provide.

  Business Response

  Date: 06/22/2023

  We do apologize for the delivery & installation issues regarding your new dryer. It appears that as of 6/20/2023 someone from Gerhard's spoke to the customer and scheduled for the unit (Dryer) to be exchanged on 6/23/23. With regard to compensation, Gerhard's will issue a refund to the customer for the charges they paid for the breakdown & reassembly of the unit. $159.00. We will process the refund and send the customer a receipt.

  Regards

  Gerhard's Appliance's

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

  Customer Answer

  Date: 07/06/2023

  [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:
  
  Gerhards sent a 3rd party vendor to remove the dryer from my home on June 30, 2023.  However, they have not refunded my money as of 1:00pm on Thursday July 6, 2023.

  Please see the attached documents for further details.

  One disturbing statement Gerhard’s made in the document is “only mentioning because it seems like every breakdown is an issue lol”  I don’t find this statement anything to laugh out loud about.

  Regards,
  
  **********************

  Business Response

  Date: 08/23/2023

  A full refund was issued to the customer on 7/5/2023 and an email confirmation was sent to the customer's email address ****************. The refund was in the amount of $1272.00 - This rejection complaint was well after the refund was issued. We consider this matter closed. 

  Regards

  Gerhard's Inc

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

• Initial Complaint

  Date:05/22/2023

  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.

  We received a brand new ********* refrigerator in late-December while remodeling our kitchen. We noticed a whistling sound that would go on and off once the frige was installed. The repair team came to replace a part, but that made the problem worse as the alarm on the fridge was turning on and off at random all hours day and night. The service team has replaced 2 sets of parts and has been out 7 times for servicing from January until now. We have been in touch with Gerhards and the only thing they are willing to do is send someone else over to replace more parts on a brand new fridge. We would like them to replace the refrigerator.

  Business Response

  Date: 05/31/2023

  Gerhard's is a retail store not a service company. Products come with a manufacture warranty and the guidelines of the warranty are being followed by the service comapny - FAST Appliance repair. On behalf of the customer we reached out to the service company for an update.  Their records show that the technician believes original compressor replaced may have been defective due to the back lines of the unit keep freezing. So, ***** said to replace compressor again and see if that fixes the issue. 
  We cannot just exchange this. We need to follow warranty guidelines from *****. It looks like customer confirmed their appointment with DAST Appliance for the repair for 6/1/23. If the customer has any other concerns they are working directly with Gerhard's Customer Service Dept in this matter and can reach out to them directly.

  Regards

  Gerhard's Inc.

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

• Initial Complaint

  Date:04/24/2023

  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.

  Gerhard's is refusing to take responsibility for costs we had to incur to remediate water damage caused by its contractor who was meant to install two dishwashers we had ordered from Gerhard's. The installer Gerhard's sent (apparently an outsourced contractor they use) couldn't do the required electrical work and only removed the old dishwashers. However, two things he did resulted in a big water leak shortly after he left our house (as was confirmed in our plumber's report): (1) he damaged the shutoff valve when removing the old dishwasher and (2) failed to cap the shutoff valve to prevent the risk of leak. As a result of these failures, water began leaking from the valve shortly after he left, and when I arrived at our home the following morning, I found significant water in our kitchen and inches of water in our basement. I immediately had to involve and spend $8,097 for: a plumber to replace the damaged shutoff valve, a company to perform remediation, a handyman to replace water-damaged areas, and someone to oversee this work.Gerhard's response to this situation has been shocking and disappointing. While our salesperson ******* at first acknowledged by email that "nothing in your email below [requesting reimbursement of our expenses] is unreasonable or not something that should be expected," we were then connected to *******, who told us that there was little Gerhard's can do because the person installing the dishwashers was a third-party contractor and we should try to go through his insurance, which ultimately declined coverage for no apparent reason after a so-called "investigation."We find it astonishing that Gerhard's is absolving itself of responsibility because they sent someone who isn't technically their own employee. If we paid Gerhard's for a product/service, Gerhard's is responsible for its proper installation and is responsible for damages resulting from negligence during installation, regardless of whom Gerhard's engaged to install it.

  Business Response

  Date: 05/12/2023

  This matter has been referred to upper management. Someone will be reaching out to the customer to discuss a resolution.

  Regards

  Gerhard's Inc.

  Customer Answer

  Date: 05/15/2023

  [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: Gerhard's keeps saying in multiple public forums (BBB, ****) that they will be in touch to resolve this but they keep telling me privately they won't do anything to compensate me for the cost I incurred to address the home damage they caused.  I ask for your help in holding Gerhard's accountable and getting them to do the right thing. Thank you.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 06/21/2023

  We have said Gerhard's will be in touch to resolve this issue and we have on multiple occasions been in touch with the customer. Our responses to BBB and **** are on the public forum because the customer used the same public forum to lodge this complaint, which we have responded to on multiple occasions. The customer is not finding the results satisfactory, which is the bottom line. Gerhard's Appliance and subcontractors on the job addressed the original complaint immediately. The Subcontractors had their own insurance company reach out to the customer and set up a visit to the home. The insurance adjuster went to the home to meet with the customer and after reviewing the incident with the customer at their home denied the claim. This was not satisfactory to the customer which prompted a follow up complaint with BBB. I have provided the paperwork from the subcontractors insurance detailing why the claim was denied. Becasue the customer was not satified Gerhard's in good faith contacted our own insurance company for assistance. Our insurance Company have also been in direct contact with the customer. They also denied the claim as their findings were the same as the 1st insurance company that went out to the home to investigate the claim. 

  There is nothing more we can offer at this time as we have provided the information from the customer to both insurance company's who have both denied the claim of negligence on the part of the subcontractor and Gerhard's Appliance's. The customer has refused to contact their own insurance company who can certainly do their own investigation in this matter and if they believe the customer's complaint on this matter to be valid would reimburse the customer and seek reimbursement from the subcontractor's insurance company or Gerhard's insurance company.

  Regards

  Gerhard's Appliance

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

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

  Customer Answer

  Date: 07/14/2023

  
  I have read Gerhard's latest response and am frankly shocked at the multiple levels of unethical actions they've taken.  After Gerhard's contractor caused a leak and significant water damage to our home in February by improperly removing old dishwashers, damaging our shutoff valve, and failing to cap the exposed plumbing he had left (which the previously attached and reattached plumber's report confirmed was a result of Gerhard's actions), Gerhard's has steadfastly refused to take responsibility and has not hesitated to lie to avoid negative publicity.  First off, I think it's important to note that immediately after the damage happened, a Gerhard's employee acknowledged it was reasonable for me to expect reimbursement for the expenses I had to bear to address the water damage that Gerhard's had caused (please see attached email correspondence).  However, as I've subsequently learned by reading scores of similar customer complaints online about Gerhard's, Gerhard's has a pattern of obfuscating and ultimately refusing to take responsibility for its own actions.  
  
  One of the ways Gerhard's does so is by sending "subcontractors" who are not technically Gerhard's employees and then claiming Gerhard's can't do anything to address any damage because they're not technically Gerhard's employees.  Gerhard's did this to me even though I paid Gerhard's for products (dishwashers) and a service (installation)--they initially lied and said my only option was to go through the subconractor's insurance company, which denied the claim for no clear reason after a so-called "investigation."  After Gerhard's then told me there was nothing else they were willing to do, I have subsequently tried multiple times to have Gerhard's take responsibility for its actions and reimburse me for my expenses to fix the damage they caused, including reaching out to the BBB, posting on Yelp and gaining publicity from a local news organization.  
  
  What Gerhard's did after being contacted by the local broadcast news station was most troubling to me--they blatantly lied to try to supress the story, stating incorrectly to the station that (i) a contractor of mine had been at the house on the day Gerhard's came and could have caused the damage (false: they know that the person who was there that day is not a contractor and is just someone I pay to let in any people while I'm at work and he left right as the Gerhard's contractor left) and (ii) that they had pictures of the plumbing from the day their contractor came somehow revealing something relevant (false: they never sent any pictures).  Most notably, once the local news station expressed interest in doing a story and told Gerhard's that there were many inconsistencies in their story, Gerhard's immediately had their own insurance company contact me--something they should have done from the very beginning but pretended wasn't an option.  That insurance company denied Gerhard's claim for reasons I do not yet know, but most troubling to me is that Gerhard's is trying to imply that they have no responsibility to directly reimburse me just because their insurance company hasn't accepted their claim.  That is false--ultimately, as I've been trying to push for since February, Gerhard's should take responsibility and reimburse me for damage it clearly caused, whether or not it is reimbursed by its own insurance company.
  
  That leads me to the last point that Gerhard's keeps making: that I should go through my own insurance company and have them go after Gerhard's.  Given how many customer complaints Gerhard's has had in the past, Gerhard's clearly knows from experience how hard it is for customers to recover anything through insurance subrogation.  In addition, I spoke to my insurance company, and any claims involving water damage where there isn't a successful subrogation recovery inevitably result in higher insurance premiums for customers; why should I have to pay a higher premium for years to come because Gerhard's caused damage in my house?  I think it is unfair to expect me to pay the price of Gerhard's negligence for years to come, which is why I'm not filing a claim with my insurance company.
  
  Ultimately, I am persistently trying to have Gerhard's do the right thing and stop acting unethically to avoid taking responsibility for its contractor's mistakes, which have had a large financial impact on me.  I sincerely appreciate the BBB's help with this matter.
  
  Best,
  
  *****

• Initial Complaint

  Date:04/14/2023

  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.

  My purchase was on 12/17- 6 units delivered 12/23. This purchase was experience was bad from beginning to this day with no resolution. Our sales person ****** no longer works here but he sold a package. We went in to but a washer only. He informed us with this package deal we would receive about 2800.00 in rebates, and we had until July to submit. They charged us haul away for 5 units $20.00 each we received. $106.00 back?? They had to come back to fix my dish washer because the installed it incorrectly it leaked all over. They charged me for hose kits for washer & dryer that they did not install. My Microwave when running makes this awful noise. the plate inside doesn't want to turn. now I just found out, that microwave is not part of the package, and it disqualifies me for my rebate from **. I reached out 5-6 times to get rectified, I spoke a gentleman ****** (very nice) but he didn't even know his email address. Then with ****** (very nice) but she could only help me with another rebate. **** rebates of 400.00. The next person was a ***** he helped with my haul way charges and told me he was reaching out to ** and someone would call me back. No one did. today I decided it's been two days I'm calling again. I spoke accounting about the hose kits and was transferred to *****. she was the most unprofessional salesperson I have spoken with. she told me "Just forget about *****, he can't help you". She didn't want to give me her name (hesitated) She rushed me off the phone and wouldn't let me finish my questions and proceeded to tell me she will pass on the information to ****** again and has to go and hug up the phone. That treatment should never be displayed to any consumer. $10,000 is not a drop in the bucket. very disappointed and feeling very disregarded.as a valued customer.

  Business Response

  Date: 04/18/2023

  The customer mentioned in the complaint 5 haul away charges @20 each, yes they were refunded 5 X $20 = 100.00 + tax $106.00 = Also the fill hoses and venting were also refunded in the amount of $41.32. 

  With regard to the rebate issue there are clear instructions on the rebate provided to the customer at the time of sale on how to submit and what models qualify for such a rebate. This is a consumer mail in rebate.  I believe the first reason that they were declined by ** was the postmark date was missed and second, one of the items did not qualify for the rebate. All qualifying models are listed on these rebates.  Even if the customer's doesn't have the appliances the manufacturer rebate still must be submitted before the postmark date and they can provide the s#'s needed at a later time. They would receive an email or correspondence from the manufacture letting them know what is needed.

  A manager will discuss this rebate issue and the issue of the microwave when he reaches out to the customer. I have forwarded the customer's desired action request to our Company manger to reach out to the customer directly with a resolution. His name is ********************* and his direct extension is #***. The customer will now have a direct contact person so they are not talking to different people from different locations that are in sales **** (*****) or accounting (*****) whom both did transfer the call to someone else that could possibly help. It is our understanding that ***** (sales) did pass the call to ****** who handles rebate submission issues and was able to assist. **************** can discuss the rebate issue and the Microwave service issue further when he contacts the customer.

  Regards

  Gerhard's Appliance

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

  Customer Answer

  Date: 05/01/2023

  [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: I have tried to reach out to ********************* with no success. once again, I tried to do the rebate. they sent me for  400.00 and it does not work. Their address is not even an option. this is the most unprofessional customer service experience I have ever had. I'm a customer service manager. 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 06/20/2023

  I have again forwarded this rejection to the sales manager. His name is ********************* ****************** and ****** ****************** for any rebate questions as she helped the customer directly. - I have also copied ****** on this and spoke to her directly. She helped the customer and filed a rebate on behalf of the customer as the customer missed the required postmark date. ****** sent an email letting her know it would be 12-14 weeks to process. That rebate was for $500 as noted by *************  ****** or **** will reach out to the customer about the issue. 

  Regards

  Gerhard's Inc.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new clothes washer and pedestal 10/31/22. Inquired about customer if anything was wrong, told we would get it taken care of or get a new washer. After delivery noticed scrathes on sides, bottom and top of machine. Next week called salesperson, took pictures of serial numbers and scratches and texted to salesperson, ****. Didn't hear back. Called again and again to talk to salespeople. Left messages, texted serial numbers and pictures again. Went to store, heard nothing back. Wife went to store and spoke to ***, showed him pictures; heard nothing back. Called again and texted pictures. Heard nothing. This brings us to February when I called again and spoke to customer service and told her if we didn't get satisfaction we would take them to court. Told it was a little extreme. Or we could get 10% back and just keep it. Asked if she bought brand new scratched car if that would be fine with her. Got no answer. New panels were ordered. Came and was to have them put on today by technician, who opened box and found panels were dented and to fix machine he would have to remove every nut, screw, wire, engine, etc., every piece of machine out and put it in the new panels. At least a 3 hour job, would need another person to lift the 100 lb. machine and cavity out of the old panels and replace every item in the machine. (everything inside). He told me this is not the kind of job he wanted to do. Also note that there was no new top panel and no new pedestal panel that came with the dented panels. Writing letter to Gerhard's of Ardmore.

  Business Response

  Date: 03/09/2023

  I have reached out to management and we will contact the customer with a resolution to this issue.

  Regards

  Gerhard's Inc

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

  Customer Answer

  Date: 03/29/2023

  [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:02/27/2023

  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.

  ******, Dryer, and Washer were delivered to a new construction house on Monday February 20, 2023. Very happy with the overall sales process. ******* was professional and knowledgeable. However, we were extremely disappointed with the delivery and installation process. As I write this (Feb 27th), we still do not have a functional washer or dryer. The installation team on Feb 20th was unable to install the washer (refused to cut open the plastic piece for the drain), and the dryer kept displaying an "E20" error. After hours of being passed around over the phone with 6-8 different people at ********** on 2/20 and 2/21, they agreed to replace the dryer with a new dryer (same make/model). It was delivered on 2/22, only to display the same "E20" error. The installation team was not able to tell me what the issue was, suggesting it had to do with my house and the venting. So I contacted my home builder, who hired the **** team to complete a thorough inspection of the **** exhaust from the dryer. After about 2 hours or work, they concluded that it was operating normally. So I then called GE directly. They sent a technician to my house on 2/22, and finally told me that the issue was that the brand new dryer had not been converted to work with propane gas, only natural gas. So I called back **********, and they are now charging me $180 for this part and installation (the part retails for $50 online). Again, extremely frustrated by the lack of accountability, knowledge, and follow-through on ********** part.

  Business Response

  Date: 02/27/2023

  While the circumstances surrounding the installation of the washer and dryer are unfortunate we do not cut into any plastic tubing, piping etc. with regard to the drainage for the washer this should have already been done by the builder. The delivery crew are simple movers and laborer's they hook up to existing plumbing, plugs etc. and nothing else. They are not service technicians. 

  After speaking with ****************** and the salesperson about the issue with the dryer, the home owner ordered a gas dryer and did not make the salesperson aware that the unit need to be propane. If the salesperson was made aware of that they would have set everything up prior regarding a conversion and had the dryer converted to propane before it left our warehouse. 

  Unfortunately, the customer has to pay for the ** conversion kit and the labor to do the conversion. These are charges the customer would have had to incur had the salesperson been aware from the start that the source of fuel for the dryer was propane. The part may retail on line for $50.00 however our charge to the customer for the ** conversion kit is $40.00 + tax and the labor to do the conversion is $129.99. Total $180.19

  The customer called in and spoke with ****** in our *********** store today who explained this all to him. The customer paid the balance due. 

  We have addressed the complaint and consider the matter closed.

   

  Thank you

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

  Gerhard's Inc.

  Customer Answer

  Date: 03/10/2023

  [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: ********
  

  Thank you for your response. Unfortunately, I am still without a functioning washing machine or dryer - now almost 4 weeks after delivery. Instead of issuing an apology, you blamed me, the customer! An acceptable response would have included the following: 1) an understanding of how frustrating this has been for the customer; 2) an apology; 3) concrete steps that your team will take to enhance your operating workflow to prevent this from happening again. Was it really so wrong of me to expect that my washer and dryer would be usable the same day it was delivered? You blamed me, and then you blamed your installation team for not having the appropriate capabilities to finish the installation. Please improve your workflow, invest in training for the folks completing the installations, and enhance your culture so that you're delivering a higher standard of service, including demanding that your staff be more solutions-oriented, instead of taking the easy way out of assigning blame to your customers. I expected more from this company, and frankly, so should the senior management team. 

   

   

  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/03/2023

  Gerhard's addressed  the complaint and answered the complaint honestly and completely.  We have reached out to your salesperson and she will reach out to you and see if she can help you work through whatever ongoing issues you believe you are still experiencing. 

   

  Regards

  Gerhard's Inc.

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/9/2023, the company delivered a refrigerator. While attempting to move old one out, they bent my screen door. They went half way out the door, my husband heard something crack, they backed into the kitchen and used a different door. My screen door closed before they arrived and won’t close after they left. I’ve contacted the company. They refuse to return contact. They lied and said they never used that door. I thought the frame breakage was the cause, but after fixing the frame, it became evident that the door itself is bent.

  Business Response

  Date: 02/27/2023

  I have read the complaint and have reached out to the manager of deliveries, his name is *******. I believe the customer spoke to ******* back on 2/9/23 which is what the internal note reads so I will follow up with him directly.

  Once I hear back from that dept. I or the manger will reach out to the customer to come to a resolution as qiuckly as possible.

  Thank you

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

  Gerhard's Inc.

  Customer Answer

  Date: 03/23/2023

  
  They have acknowledged the damage and paid $100.00 towards repairs. I’m satisfied with the resolution. 

• Initial Complaint

  Date:02/17/2023

  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.

  We purchased a ******* Dishwasher which was delivered with a dented front door skin. We contacted are sales person ************************* and gave he pictures of the damage. She said they would order a new door skin. We have visited the store 4 times over the next month and the door skin still has not been ordered. We have contacted the service department 3 times over the last week with no result.

  Business Response

  Date: 02/27/2023

  I have reached out to the customer service dept who is handling the order on this door. I will follow up with the customer as soon as they give me an answer on the ETA of the door to the customer's home.

  We will get this resolved as quickly as possible.

  Thank you

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

  Gerhard's Inc.

• Initial Complaint

  Date:01/23/2023

  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.

  Hello, I purchased $18000 worth of kitchen appliances from Gerhard for my kitchen remodel. I asked the sales person that I need to purchase a under counter microwave oven, I purchased the wrong microwave. I called the store and explained that I need to exchange the microwave oven! It’s been 5 months since I purchased my appliances. I never used the microwave it’s still in the original box. The store stated that it’s pass the exchange date! I just want to exchange the microwave, I don’t want the difference in the money, I just want the correct microwave! 

  Business Response

  Date: 02/08/2023

  Most all retail stores have a return policy. I would refer the customer to the terms and conditions given to them at the time of sale on the copy of their sales receipt for the return policy information. Retailer have a certain amount of time to return product to the manufacture. After the time passes for returns the retailers are charged a considerable restock fee by the manufactures for returns outside the allotted time given which is why we do not take back product especially 5 months later. Products are ordered directly from the manufactures when orders are placed. The customer purchased a ** **** Package.  Returning the item even in the time frame allowed may also alter this pricing. The customer has already spoken to their salesperson and this information was relayed. 

  There is nothing else at this time we can do as we do not take back appliances past the time they can be returned.

  Regards

  Gerhard's Inc.

• Initial Complaint

  Date:01/19/2023

  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 refrigerator in 9/21 with a 5 yr warranty in which I was told that they did all repairs themselves. Now I’m getting the runaround when I need a repair and have been calling all over the place trying to get the fridge repaired. I’ve spoken to several ppl including the service repair place in which I should have had to make only one call to Gerhards. This is ridiculous my tenant has been without a fridge going on 2 weeks and had to purchase a small refrigerator bc she has a child.

  Business Response

  Date: 02/07/2023

  We are sorry you are having an issue with you Refrigerator. As you stated you purchased this unit 9/29/2021. You also purchased an extended service contract coverage. The information regarding the contract company was provided at the time of purchase. We do have a sister company that is an authorized servicer however you must call the contract people (*** ****) first and they would then dispatch a servicer of their choice. If you specifically request our sister company (**** Appliance repair) to do the service they usually will oblige. Unfortunately there is nothing else we (Gerhard's Appliance) can do for you with regards to service as we are the retail store.

  Unless the contract company *** **** authorized the service be done by FAST there is not much "Gerhard's Appliance" can do to assist. I do see in the customer's notes that in good faith our customer service dept has tried multiple times to contact *** **** via email on the customer's behalf. They were told *** **** would reach out to the customer. *** **** dispatched another servicer to do the work. The customer would have to contact *** **** directly for any updates on their service or the servicer that *** **** dispatched.

  There contract# is ******* The Claim# ********* This is the service claim that *** **** has on there file for this incident. It seems they are well aware of this issue.
  *** **** phone#1-************ or email CallcenterESC@*********.net you can also go online @ *****************/gerhards - All repairs must be authorized by your service contract company. 
  
  Kind regards
  Gerhard's Appliance