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

  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

  
• 

  Gerhard's

  1745 S Easton Rd Doylestown, PA 18901-2812

  

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:01/11/2023

  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 clothes dryer that was delivered on 12/21/22. It failed on 12/25/22. An electrical switch problem within the dryer was causing our circuits to blow out. Gerhard's Appliances insisted on sending a technician to our house to inspect the dryer before agreeing to replace it. While the technician was testing the dryer, the switch malfunction caused the outlet into which the dryer was plugged to permanently fail. The technician acknowledged that this happened during his visit. We called in a licensed electrician to inspect the damage, which he agreed was caused by the faulty dryer. The cost of repair for the outlet was $352. Gerhard's is refusing to accept responsibility for this damage caused by its product while its technician was testing it. Gerhard's has asked us to deal directly with the appliance manufacturer (GE) whose product Gerhard's represents. We tried this route and got a runaround from **. Gerhard's has not met our request to send us a case number or any other key information from conversations they allege that they had with ** about the incident. We are asking Gerhard's to reimburse us for the $352 (they have the receipt in hand) since their product and their technician are responsible for the electrical damages.

  Customer Answer

  Date: 02/09/2023

  I have been in touch with the merchant, but they continue to give me the run-around.  They have not resolved the complaint.

  Business Response

  Date: 02/15/2023

  An adjustment was made to the customer's account for the cost of the unit and a refund was issued on 2/13/23 in the amount of $372.05 to **** ending in *****

  This should resolve this issue and we now consider this matter closed.

   

  Regards

  Gerhard's Inc.

• Initial Complaint

  Date:01/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/16/2022, I purchased a *************** bottom freezer refrigerator from Gerhards Appliances in Glenside, PA. Total costs were $2,701.94. [Invoice attached} On 11/22/2022, the refrigerator was delivered damaged. The power cord storage rack was broken into pieces and across back panel was a dent/gouge. I was told me to contact the salesperson. On 11/22/2022, I spoke with the salesperson and emailed photos of the damages and of the black soot removed from the freezer door. He said that he would contact delivery and forward the photos. [Photos attached] Having no response, on 11/28/2022, I again spoke with the salesperson. He assured me that he had informed delivery and asked to resend the photo of dent/gouge in rear panel. As of 12/3/2022, no action was taken. I called and spoke with Customer Service. I sent an email with a summary my attempts to have the refrigerator replaced and photos of the damages. [Summary attached] I received an email regarding the delivery of a replacement refrigerator on 12/7/2022. Days later, when I started to remove the plastic exterior wrap from the freezer door, I saw a significant dent to the freezer compartment door, under the left hand side of the handle and up the door. Upon close examination, I saw that the handle was not flush with the door. I email my contact at Customer Service and requested that someone come out to inspect the damage. I explained that my delay in finding the damage was due to a family medical emergency, occurring the week of 12/5/2022, I had no time to deal with removing the exterior wrap. The refrigerator was left "as delivered". I had not used the freezer compartment. Having no response, on 12/21/2022, I called Customer Service, left a voicemail message and sent an email, stating that if I did not receive a reply by the end of the following week, I would file a complaint with the BBB. [Email attached]. To date, I have received no reply. I would like this issue resolved asap! 

  Business Response

  Date: 02/07/2023

  Dear ****,
  
  I have reached out to the customer directly vias email and asked that she provide whatever documentation (email) she has regarding contacting Gerhards customer service about this issue. As of today, there is nothing on record that there was a problem after we exchanged the original unit on 12/7/23. Once I receive this correspondence, I will have customer service follow up to get to a resolution.
  
  From: ***************************
  Sent: Tuesday, February 7, 2023 11:46 AM
  To: ******************
  Subject: Gerhard's exchange Refrigerator *******
  
  Good afternoon **************,
  
  I was reading your complaint to the BBB and was hopeful that you could provide whatever email correspondence you have regarding the replacement unit also being damaged. I would need that, so I know who to follow up with.
  
  Once I receive that information I will work as quickly as possible to get a resolution.
   
  ***************************
  
  Accounting Department
  
  ***************************************
  ------------------------------------------
  
  Office: *********************
  
  *************************
  

  ------------------------------------------

  Customer Answer

  Date: 03/22/2023

  The repairs were completed today with the installation of the freezer's handle.
  
  I hope that the BBB will review the A rating given to Gerhard’s Appliance. If I had not filed a complaint, I doubt I would have had any action taken by Gerhard’s. The Gerhard’s rep denied receiving my December emails, even though copies of the sent emails were attached to the Complaint. Even my call and voicemail, made in December, were not acknowledged. My ****** still has a record of that call being made.
  
  Thank you so very much for your assistance in this matter. Without your help, I doubt my issues with the refrigerator would have been resolved, just ignored.
  
  ****** ******** *****

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1, 2022 I purchased a washer/dryer set from this business. The washer failed in October 2022 and I sought repair through the warranty. Four repair service calls later the washer still does not work. I’ve tried to work with the company to get the washer replaced and they said that they had filed whatever was necessary with Whirlpool. I wanted to expedite things but was told there was no way to do so and any request to speak to a manager was met with a transfer to voicemail. I decided to contract Whirlpool directly to plead my case and get the replacement ok’d sooner and was told by them that Gerhard’s had lied and that they had absolutely no information about the problems I’d been experiencing and that there was nothing in review re:replacing my defective washer. I cannot wait any longer to have a functional washer so I bought a new one today. The only remedy I want is a full refund and to never have to deal with this business again.

  Business Response

  Date: 12/21/2022

  We are sorry that the customer is having a bad experience with their repair. Gerhard's appliance is a retail store, we do not provide service. The servicing company would be a manufacture authorized repair servicer. In good faith we would assist the customer in scheduling service with a Factory authorized servicer which we have done. The customer works directly with the service company and/or the manufacture with regard to any repairs or service needed. We would not have any access to Service records and would have to request them from the servicing company.  In fact when the customer called Whirlpool they would not have a record that Gerhard's Appliance was involved or were in contact as we are not the servicer.

  It would be the service company that would report any issues regarding repair to the manufacture. ********* would then provide a claim# or an RA (return authorization) to the servicer or the customer to have the item returned. 

  Gerhard's Appliance could do this return or exchange once that authorization# is provided from either the customer or the servicing company. We have received no such information from the service company or the customer with this information needed. There are several notes in the customer's account stating that the customer has been given this information. The customer should be reaching out to the service company or the manufacture as they would be the only folks that can handle this issue for the customer. The unit comes with a manufactures warranty regarding service and coverage. The detail on the warranty coverage can be found in the manual provided with the unit. 

  According to our retail terms and conditions a unit can be returned or exchanged within 7 days of delivery if it had a service issue that would have to be verified by a factory authorized servicer. This customer issues with the unit were 7 months after purchase. We do not handle issues regarding service failure after the days noted in our terms and conditions. If the customer can obtain an authorization# from the manufacture (Whirlpool) Gerhard's would be happy to assist in the return and refund to the customer. 

  Regards

  Gerhard's Appliance

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

  Customer Answer

  Date: 01/03/2023

  [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:

  1.  This washer is a defective product (it only lasted 6-7 months and despite several visits from the repair company still did not operate correctly).  I understand that there is an implied warranty of merchantability with all products sold and it does not matter that Gerhardt's claims to be "just a retail store."

  2.  I was led to believe by Gerhardt's that all procedures were being correctly followed re; the manufacturers warranty.  They even told me that they had put together the "package" that was needed to send to Whirlpool to replace the washer.  I asked to talk with a manager to confirm and was sent to voice mail.  After that I tried to call again and was hung up on.  It was clear that they did not want to deal with me anymore because they knew this was a defective product and they had no intention of trying to make it right.  I called the manufacturer and was told that they had no record of all of the problems that I had, even though Gerhardt's had specifically said that I was following proper procedure and that they were following up with the manufacturer.  
  

  I have never had an appliance stop working after 6-7 months before.  It was obviously defective.  The machine was purchased on 3/1/2022 and stopped working by October/Nov.  I have the receipt for proof of purchase if needed.  I would like a refund.  I have since replaced the machine because I could not tolerate having no washer after months of dealing with this.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a defective dryer March 2022 Gerhards serviced it 3 times and it still does not work I have Been going back and forth with them about an exchange and no one ever responds to me, I’ve spoken to Rosa, the manager, no one can tell me why I cannot just get a working dryer. I dont Want my money back I just want my dryer to work after spending 2,500.

  Business Response

  Date: 12/13/2022

  I have reached out to Gerhard's customer service (Rosa) - Gerhard's Appliance is the retail store and we do not provide service. The service was provide by FAST Appliance repair. We were able to get a copy of the service ticket and it was indeed 2 visits by this company. The 2 calls  were 1.) to access the non-working dryer and order parts needed 2.) return trip to replace the parts on 6/6/22 -may have been a power surge. The customer contacted customer service again and the CSR emailed the customer with the information they needed to begin a claim ticket with the manufacturer ********* (consumer responsibility) There were only 2 calls on this unit. 1 to access the issue and the 2nd to replace the parts ordered. We do not have access to the ********* factory servicer provided by the manufacture. 
  Call #1 - TECH NOTES FROM 5/20/22:
  When  The customer pulled the product out of the the closet he noticed there was a burn mark on the user interface. I. I pulled that off and saw that a computer chip in the interface that apparently overheated and burnt thru.  Ordering the interface to be installed with the main acu.
  Return Call#2- TECH NOTES FROM 6/6/22:
   Customer had to remove the closet door and disconnect the unit to pull it out before service. I repaired the unit pushed it back far enough to plug it in and check it for operation and heat. Customer still has to reinstall it.
  Our records indicate the unit's cost as $975.00 ($2500.00) was for other merchandise purchased. 
  It is up to the manufacture to authorize an exchange or a return of the product after a factory authorized service they send can deem it non repairable. We have no idea if the customer contacted Whirlpool direct as was advised in an email to the customer. Again, we do not have service records. Please refer to your warranty information on this product. If the manufacture has sent a factory authorized servicer that servicer would have the information if the manufacture authorized the unit be replaced or returned as defective and not repairable. It is the consumers responsibility to contact the manufacture regarding exchanging the unit. An authorization# would have to be provided for an exchange to happen. 
   Tell us why here...
  [*********] - 10/5/2022 12:50:11 PM From: **** ******** 
  Sent: Wednesday, October 5, 2022 12:50 PM
  To: ********@*****.com
  Cc: Service <[email protected]>; Austin G****** <********@gerhardsappliance.com>
  Subject: ******
  
  Good Afternoon.
  
  Per our discussion, please call ********* @ ###-###-####.  Please ask for a factory service technician to repair your dryer and ask them to start a claim.  It is important that you provide us with the claim number if they are unable to repair your dryer, because we need it to request a return authorization.  
  
  Please feel free to call me if you have any questions.
  
  Best Regards,
  
  Noni R*******
  From: **** ******* <********@*****.com> 
  Sent: Wednesday, October 5, 2022 2:52 PM
  To: Noni R******* <*********@gerhardsappliance.com>
  Subject: Re: ******
  
  Thank you for your help! I have a scheduled service on 10/11/22. The claim number is #**********. Please let me know if you need anything else.
  
  Customer must have called and left a message on the customer service line because Rosa from customer service did try to call the customer back on 11/9/22
  From: Rosa F***** On Behalf Of Service
  Sent: Wednesday, November 9, 2022 11:42 AM
  To: '**** *******' <********@*****.com>; Service <[email protected]>
  Subject: RE: ******
  
  ****-
  
  I tried to call you but was unable to leave you a message.  Please call us at your earliest convenience.  I need more information on what occurred on the service call from 10/11/22 so that we can better assist you. 
  Best Regards,
  
  Our bottom line response on this issue:
   On behalf of the customer, Gerhard's will reach out to Whirlpool using the claim# the customer provided to see what they are doing for the customer or what information they have regarding this units repair or replacement.  Rosa from customer service will contact the customer directly once she gets an answer.
  
  Thank you
  Dianne K******
  ###-###-####
  Gerhard's representative

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer, dryer, and microwave from this company. They delivered the appliances and left my dryer in my living room stating the the shut off value had to be next to the dryer and not across from it. I had to hire someone to change that and and then get them to hook up my dryer. The salesperson, *****, has not answered one of my emails to him. When speaking to him on the phone he always says he will get back to you and never does. When we bought the set he said that the doors can be reversed. They did not do that and they want to charge me an additional $180.00 to do that. He never said that it costs more money to do that. I also wanted a different microwave then what he charged me for. Delivery scheduling was a mess!! I would never buy from them again or recommend anyone to buy from them! You get nowhere with them after the appliances are delivered. They got your money and that seems to be all that matters to them, NOT customer satisfaction. Run as fast as you can from this appliance place.

  Business Response

  Date: 11/18/2022

  I have sent this complaint to the salesperson and his manager to reach out to customer for a resolution. Unfortunately there is an additional charge to reverse doors and the customer did not pay at the time the order was written for door reversals. The salesperson or his manager (*******************) will reach out to the customer to discuss.

  Thank you

  Gerhard's Inc.

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

• Initial Complaint

  Date:10/24/2022

  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.

  In late May 2022, we purchased a $1300 ***** ***** washing machine online from Gerhard's. After several delays, it was delivered in July. It was used, damaged, and did not work. There was still water in the machine. We called immediately, but the office was closed for the weekend. When we finally got intouch with someone, they told us we needed to complain to the shipping company. *This had nothing to do with truck/delivery damage.* Then they told us to go through the manufacturer. We got intouch with ***** *****. They sent a service expert to our home who confirmed that it was damaged beyond repair and was obviously used. The manufacturer also explained that had we had it and it broke, it would be covered under the warranty. However, since it arrived from Gerhard's used and damaged, they said it was something that had to be dealt with by Gerhard's. This began the very frustrating three months experience of attempting to get either a refund or a NEW machine from Gerhard's. They have ignored calls and emails, put us on hold and dropped the call, and have been ******************, and unhelpful any time we have actually spoken with someone. One representative even told my husband he was foolish for buying a product from them online. This has been a financial drain on us. My husband is a firefighter, I am a teacher, we have four children. We go through a large amount of laundry on a daily basis. Not only did we pay $1300 for a washing machine, we have had to pay to send our laundry out since May. Gerhard's was quick to charge us, slow to deliver, and absolutely lacking in giving us what we purchased: a working washing machine. We contacted the Attorney General who attempted to mediate for us, but Gerhard's simply ignored the Attorney General's office as well. This has been the single worst consumer experience I have ever had. As a whole, Gerhard's has been rude, unhelpful, and has stolen $1300 out of our family's pockets.

  Business Response

  Date: 11/18/2022

  According to our records the customer accepted delivery of this unit fully aware of the damage. The customer could have refused the unit and unfortunately because they accepted delivery there are steps to go through. This claim has been submitted to customer service and the service manager Matt A********* to reach out to the customer to discuss this issue.

  Thank you

  Gerhard's Inc.

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

• Initial Complaint

  Date:10/24/2022

  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 online from Gerhard's Appliances on Oct 4th 2022 for a total cost of $1,684.27 - (order #********). It was in stock and delivered on the 6th. They also hauled away an old but still mostly working refrigerator. The new refrigerator did not work lights were on but no cooling from the moment it was plugged in. We called on the 5th and were told we would get a call the following Monday. We did not receive a phone call and customer service said they had no record of the problem, and this started a process of multiple phone calls I had to make until receiving a text that another refrigerator would be delivered on the 13th. Another refrigerator was delivered, and it did not work from the moment it was plugged in. I called repeatedly on the 14th, 17th, 18th, 19th, 20th, and 21st in some cases I had to call 2 or 3 times to not get sent to voicemail and received multiple promises of a return call that never happened. I was told on the 21st that the only resolution was to have a service technician repair the refrigerator as this was their policy. I was even given a lecture on the subject. Apparently if you buy a refrigerator from Gerhards they do not stand behind the product, they hide behind the manufacturer. I was notified on the 22nd that a service technician would come on Monday morning, the 21st of October. When they missed the appointment, I called at about 12:30pm and was told they would be on their way and calling me shortly. The technician never came, and after a 4:00pm call where they said they could not find the technician, the service company finally notified me at 4:22pm that he was not coming. After another call to Gerhards, I received my 1st return phone call - a technician will come on the 25th. Once again, time off from work to see if anyone shows up and if there is anything they can do to fix something that never worked in the first place.

  Business Response

  Date: 11/18/2022

  AS OF 11/18/22 THE ISSUE HAS BEEN RESOLVED. T

  The unit was replaced a third time on 11/9/2022. At this time there are no further issues that we are aware of.

  Thank you

  Gerhard's Inc

  ************ ell us why here...

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 9/9/2022, I ORDERED 4 ITEMS FORM GERHARD'S APPLIANCE STORE AT 204 LANCASTER AVENUE,ARDMORE, PA 19003. THE APPLIANCES WERE DELIVERED ON 10/17/2022. THE OVEN , A DOUBLE OVEN, CAME IN DAMAGED. THE BOTTOM OVEN'S DOOR WAS BROKEN. THE TOP OVEN CAN NOT BE USED AS THE LIGHT ON THE BOTTOM GETS DANGEROUSLY HOT. THE DELIVERY MEN SENT PICTURE TO RACHEL P***** OUR SALES PERSON. SHE SAID SHE WOULD GET ANOTHER DOOR AND IT HAS BEEEN A WEEK AND WE STILL HAVE NO ANSWER ON THE DOOR OR WHEN IT WOULD BE IN. MY HUSBAND SPOKE TO ROSA, THE CUSTOMER SERVICE REP AND SHE SAID THEY ARE WAITING FOR ** TO RESPOND. SHE SAID THE CUSTOMER SERVICE MANGER, JESSICA, IS AWARE OF THE PROBLEM. MY HUSBAND ASKED THAT JESSICA CALL BUT TO DATE SHE HAS NOT CALLED. IT HAD BEEN A WEEK AND NOT THEY NEED A CLAIM TO FILE A CLAIM TO ** TO REPLACE THE DOOR . THE DOOR WAS $2200.OO DOLLARS AND WE FEEL WE SHOULD GET A NEW OVEN NOT WAIT FOR A DOOR THAT IS BACKORDERED UNITL DECEMBER.

  Business Response

  Date: 11/15/2022

  According to our records at this time the unit has been exchanged. It is our understanding that the customer is satisfied and this matter has been closed.

  Regards

  Gerhard's Inc.
  Customer Service  Dept.

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 04-11-21 i ordered a **** hood ,blower and recirculating kit from Gerhards in Doylestown PA, over $3500.00.had all the parts in Sept of 21. had the unit installed by Gerhards later in the month. The day after it was installed the front of the recirculator fell off hitting my wife in the back and leg we did not even use the hood yet . For the last year we have been trying to get it fixed. I have been to the store at least 8 times made over 25 phone calls to different people had two parts sent to the house that were wrong. four service visits the last service call he took all the parts that were sent plus the front that fell of mine. Last week they did give me a service number to call did and they said it is a installer/manufactuer problem . that was a **** from ************* SERVICE that is the only call back i have had. Ihave given them pictures off what is broken. All i want to know is if they have ordered a new recirculator .or give me my money back. thanks *************************. phone ************ .email ********************** or ****************

  Customer Answer

  Date: 11/12/2022

  I am still waiting for an answer from Gerhards Appliance .the last time i heard from them was in early August, and it was from a **** from *************** appliance repair .he told me on the phone that it is an installer or manufacter problem. all i want is the broken part replaced. or please return what i paid for it . this was back in July of 2021 when it was installed by Gerhards .they took the original out of the box. the part is a recirculating kit for PW36 hood 

  Business Response

  Date: 11/18/2022

  I will forward this complaint to the  Manager of that retail store locations as well as the customer's salesperson to address the issue directly. The salesperson is also the Store manager sohe will reach out to the customer and or customer service for a resolution.

  Thank you

  Gerhard's Inc.

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

  Customer Answer

  Date: 11/18/2022

  [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,
  
  *******************************
  
  

  Customer Answer

  Date: 12/07/2022

  Hi I have not heard a word from Gerhards about anything to do with my hood. Do you know what is going on with my problem.

  Business Response

  Date: 12/08/2022

  Our apologies for the delay in getting this matter resolved for the customer. Again I have reached out to the managers of Gerhard's Appliance to get this issue resolved for the customer. They are going to exchange the unit completely. Erik M**** the store manager from our Doylestown location ###-###-#### will reach out to the customer today, 12/8/22 to discuss and schedule a time to have this unit exchanged. 

  Regards

  Dianne K******

  Gerhard's Inc

  Customer Service

  Customer Answer

  Date: 12/21/2022

  Sorry for the late reply Gerhards Appliance came out on 12/15/2022 and replaced the front of the hood that was broke . Thanks for all your help and have a good holiday season, ***.
  
   

  Customer Answer

  Date: 01/03/2023

   I still have a big problem with the Wolf hood that Gerhards repaired on 12/15/2022 .The front of the recirculating grill fell off again yesterday hitting my granddaughter in the ankle. That is a 8 pound piece of metal falling from 7 feet. I am very lucky no one else got hurt we had a house full over for Christmas. Yesterday was the first day my wife used the hood. The repairman that came on the 15 th was to lazy to replace the whole thing witch he had on the truck.would like to see if you could get **** involved to see if this is a major problem with this product. It is rally unsafe .I am scared to have it in my house we have small dogs and grand children over all the time. Iam going to call Gerhards today when they open they have the worst service ever have been here over 5 times to fix it and still not fixed . thanks ***  do not know what to do. 

• Initial Complaint

  Date:10/01/2022

  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.

  Gerhards sold us a $7000 Ilve range and delivered it on 5/3/22. Initially, they had to service the range because none of the burners worked and they told us it was improperly wired. Subsequent to that repair, we discovered that neither of the two ovens work either, and their service technician told us we need new thermostats. Since then, we have tried repeatedly to get help from Gerhards and their distributor (****************** out of Brooklyn, NY). Both companies have stopped communicating with us other than to tell us they will look into it. They have our $7000 and have failed despite repeated requests to fix the issue.

  Business Response

  Date: 10/04/2022

  We will reach out to ****************** for an update on what they are doing to repair or replace this unit. I have found emails in the customer's file that they are working directly with the manufacture so we will have to reach out to them to find out exactly what is happening. Someone from Gerhard's customer service dept. will follow up with the customer and ****************** to get a resolution to this issue.

  Regards

  Gerhard's Inc.

  ************ Tell us why here...

  Customer Answer

  Date: 10/21/2022

  [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 company's response that they are looking into it has been the same response we have received (when they respond at all) for months.  They have repeatedly promised us that repair is pending and have yet to follow through.
  
  Regards,
  
  *******************************