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

56 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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

Complaint: 22923104

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

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

Regards,

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

Business Response
Date: 03/11/2025
He have picked up the damaged dryer and refunded the customer .
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22750943

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

Sincerely,

*** *******
Business Response
Date: 01/02/2025
Thank you for the opportunity to review Complaint ID# ***********/31/2024.

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

** Consumer Relations
Customer Answer
Date: 01/08/2025
Purchased a new ** front load washer from Gerhard's Appliances, *************************************************. Within 10 days of delivery I used the appliance a few times and found that it shook/vibrated while spinning. I contacted Gerhard's and asked to return the appliance and they said their return policy is within 7 days and the appliance cannot have been used. I had not been home during the return period and the only way to know that a washer is not working as it should is using the appliance. We had corresponded with ***** ****** by email concerning our issues. Gerhards set up an appointment with Fast Appliance repair. The technician, ***, was at our home for two hours. During that time, he said that a shipping bracket was not removed from the back of the machine by the delivery team. A photo of this bracket was emailed to ***** ******. The tech called and spoke with ** who had him clear two error codes that were on the machine.The machine was still vibrating and shaking while spinning. A supervisor from Fast Appliance was the next person to come out. He ordered new shocks for the brand new machine. Installed and still shook/vibrated while spinning. An appointment was set up with ****************** since the unit is under warranty. They also said they would order new shocks for the machine. Had another appointment with ** repair. The tech suggested ordering new legs. The new legs arrived, another appointment. When they arrived said that the machine didn't need new legs and instead replaced a sensor on the machine. The machine still vibrated and shook while spinning. Each time that a repair person was here they connected a tablet to the ** washer and said that the machine was working as it should. I followed the exact instructions in the manual with how to load the machine and it still didn't work properly. We had the machine removed professionally to our garage on a cement floor where we tested it, still shakes/vibrates. Purchased a new **, works great.
Business Response
Date: 01/10/2025
We're sorry to hear of the issues with the ** Washing machine . I have reached out to the manufacturer directly to ask for a concession which they have agreed to a return and a refund for the unit .
We will reach out directly to the customer with the logistics of the return and refund.

Thank You

Customer Answer
Date: 01/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*** *******
Initial Complaint
Date:12/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received a defective oven that was purchased and delivered by Gerhards. Apparently they do not stand by the products they sell. The oven does not work. We first had to wait 2 weeks for a repair man in which he didnt even look at the oven. He knew from the make and model that we needed new parts. Why are they selling defective products? He then ordered the parts to be delivered to my house. Now we have to wait another 9 days for the repair man to come and maybe fix the brand new oven. This is unacceptable, I paid for a new working oven, I want a new working oven. Not a defective oven with replacement parts.
Business Response
Date: 01/06/2025
We are sorry to hear of the service issue that arose with the Whirlpool range. The manufacturer provided the parts under their Full Parts and labor warranty, a factory authorized service provider ,FAST appliance repair serviced the unit on January 2, 2025 , no further issues have been reported .
Please contact ****************************************** if you need anything else .
Initial Complaint
Date:12/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a KitchenAid Slide In Range on 6/27/24 at GERHARDS Appliances store via financing through *** Credit; item received in home on 7/3/24. As of mid November, bake feature on oven stopped heating, as temperature range started out at 225 and rapidly rose to 350 degrees but oven was not hot. Called claims ******************** and referred to GNA Appliance Service@************.Service **** came out Nov. 22nd and determined a part was needed. Service *** returned Nov.26th to install the new thermostat, which did not work. *** said that another part was needed, which he called a computer board and expected to be available after Thanksgiving. We called GNA Appliance **** again on Monday, 12/9/24 and spoke to *****, whom told us she would call back in 10 minutes. No return call from *****(GNA ***); called her back and left message. Called GNA again on Tuesday, 12/10/24, no one answered, message left again. Called KitchenAid Customer eXperience Center@ **************. Spoke with *** ********* in *********, whom also reached out to GNA Appliances and left a message. We were told if no response to call ********** service again on Wed. 12/11/24. At this point, we are very frustrated with the appliance and the warranty process after 4 months of usage and not even reaching the one year limited warranty. At this point, we are concerned whether we actually received a new product or a refurbished appliance. Its hard to believe in a manufacturers product going faulty in 4 months after purchase. If necessary, we are requesting a new stove to resolve this issue and await your investigation and response. Thank you!
Business Response
Date: 12/11/2024
We are sorry to hear of the service issues with the Kitchenaid oven. The manufacturer holds the warranty and is solely responsible for any warranty service and or exchanges.
The unit was brand new and shipped directly to our warehouse on 7/1/24 for the 7/3/24 delivery.
Gerhard's customer service department will be liaisons for the client and contact the manufacturer to check on the status of the claim.
****** can also reach out directly at ************ Ext # 2 or at ********************************************************************
Initial Complaint
Date:11/27/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As a local resident in ********, I wanted to support Gerhard's as a local family business. Their prices were competitive with other appliance stores, and ***** ******* was a helpful salesman. Unfortunately, the problem came with the delivery- their delivery person told us he needed to put in an outlet for the dishwasher (even though we had one already installed), and that it would be $80 in addition to the $159 installation charge and $28 installation kit, and that he would not install the dishwasher without the additional payment. When making out a check, he had us make it out in his personal name, and mobile deposited the check while he was was at our house. Upon contacting the store to share how I was not very comfortable with how this went down, ***** said he would contact the deliver team, and then I never heard anything from Gerhard's again despite many follow up emails. This definitely left a bad impression on us, so I recommend getting your appliances from a more reputable store.
Business Response
Date: 12/04/2024
Gerhards Customer Success Team spoke directly to the customer and refunded the additional charges that were accrued. The crew that was at the home did not follow company guidelines on adding additional charges, the oversite was addressed with the crew and Delivery Manager.
The customer was given the contact information for the Client Success Manager by phone and email should they need anything else .
Customer Answer
Date: 12/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*** *******
Initial Complaint
Date:09/20/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased and had an appliance installed on the 23rd of August. Not only were there 2 huge and very deep scratches on the front of the dishwasher, but after running the very first load, I immediately received an overfill error code and the dishwasher stopped working. Put in a service request on the 2nd of September and the tech came out the next day. Was told a motor was damaged on installation and parts needed to be ordered and they'd come back out on the 5th. Received an email the next day (Sep 4) stating the parts were on extended back-order with no eta of when they'd be back in stock. Contacted Gerhard's and after being transferred, placed on hold or disconnected multiple times, was finally able to reach an associate who told me "someone from customer relations should reach out tomorrow." Days later was informed one of the parts needed would be in on Sep 11 and still no eta on the other part needed. But "if it's for an extended time he'll contact the manufacturer to see about an exchange". Got in touch with *****, the customer service manager and was told the parts were ordered. On September 13, the parts arrived and lo and behold, they sent a black door for a stainless appliance. I contacted Gerhards immediately via email requesting the unit be picked up and refunded. On Monday Sep 16, was told they would reach out to the vendor to get the parts ordered. By Friday, Sep 20, still no word or update from them. After calling multiple times and being transferred to voicemail, I was finally able to speak with ***** who then told me he has no update and would try and process a return through Whirlpool (the return I requested weeks ago). So in summary, 34 days later and I still dont have a working appliance. A waste of money and very shady business practices. ******** customer service from a company that not only does nothing to stand by their products, but also the expertise of their 3rd party installers.
Business Response
Date: 09/24/2024
Our **************** Manager has been speaking with the client and the ********************* Directly
After a review from the manufacturer's representative, Due to the parts being backordered we have attained an exchange authorization from the Manufacturer and the Whirlpool Dishwasher will be exchanged on 9/26.

Thank You
Initial Complaint
Date:08/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Gerhards appliance purchase was delivered as expected and installed. Post installation of the items (dishwasher/oven/microwave/refrigerator I noticed my hot water was no longer working. The install team needed to turn the gas off to install the oven (which did work). Upon noticing I had no hot water i went and turned off the gas to the hot water tank to avoid gas in the house which can be quite dangerous. The team came back and relit the pilot to my hot water tank to correct. I then noticed my garbage disposal was no longer working. A different install team came out and said they could not fix it. After several non returned calls from the sales associate i was able to file a complaint with Gerhards **************** who stated someone would contact me in 24hours. That was over two weeks ago and several attempts of me trying to get an update from either the sales associate or the customer service ticket system. The disposal was not purchased at Gerhards, it was working fine prior to Gerhards installing the new appliances and changing out water lines for the dishwasher.
Business Response
Date: 08/20/2024
We apologize for the lack of communication. Our installation team has reached out directly to the customer to rectify the situation.
If the customer needs any further action , they can reach out to our customer success team at customer service @**************************
Thank You
*******************
CLIENT SUCCESS MANAGER
************

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

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

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

Thank you for your understanding.

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

Regards
Gerhard's Inc.
Customer Answer
Date: 07/26/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22010867

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

Regards,

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

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

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

Thank you for assuming liability. Please note that my window was not broken or impaired prior to installation, regardless of its age. Kindly advise whether the refund will be mailed to the address on file or refunded to the card used.
RESOLUTION: The damage claim ***** will be emailing the client a document to sign off on the agreed settlement. Once that is signed and sent back a refund will be issued in the form of a check to the customer's home address on file. A follow email was sent to the damage claim ***** to complete this step.
Regards
Gerhard's Inc.
Customer Answer
Date: 08/26/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22010867

I am rejecting this response because:

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

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

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

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

Regards,
Gerhard's Inc.

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

Regards
Gerhard's Inc.
Customer Answer
Date: 05/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

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Gerhard's is BBB Accredited.