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

Regards
Gerhard's Inc.
Customer Answer
Date: 04/18/2024
adding email & Fast receipt for reference.
***** from Gerhards called today for more info. Gerhards apparently sells appliances only and doesn't back the Fast Appliance Repair they recommend. Still feel that Gerhards was provided all the labels on the unit and reported we had what we neeed for service; they could have sent those to Fast to confirm; I falsely believed when told we had the serial tag that service would be able to be performed. Fast visit was not even 15 minutes in length; that was a complete waste of money. They offered $50 credit to Gerhards; a credit is not useful; at this point $50 cash would be better than nothing. What happened to good customer service?
Customer Answer
Date: 04/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21590495

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

Regards,

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

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

Regards
Gerhard's Inc.
Customer Answer
Date: 05/22/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

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

Regards,

*******************************
Initial Complaint
Date:03/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an oven at the beginning of January 2024 from Gerhards in *******, **. During all of my interactions with the salesman I made it explicitly clear that I needed the Self Clean high heat mode on the oven and that this was my only criteria. He recommended a specific oven assuring me both verbally and with a printed specs sheet that the oven had self clean. I called the company at the beginning of February when I noticed that in fact they had mistakenly sold me an oven without the self clean feature. After a month of trying to reach someone who would give me a definitive response (the original salesman repeatedly failed to return my calls or answer my emails) they refused to take the oven back citing that it was used and not defective. I have an email from the salesman apologizing for selling me the wrong model yet they still will not take the oven back.
Business Response
Date: 03/27/2024
We apologize for the inconvenience. I have reached out to our **************** Manager at the corporate office, and he will reach out to the customer directly regarding this issue. You should hear from him within 1-3 days. His direct # is ****************** - **************** Representative (*******************)

Regards
Gerhard's Inc.

Customer Answer
Date: 03/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*****************************
Initial Complaint
Date:02/07/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a refrigerator for one of my rental properties on 8/15/23. the day of delivery on 8/18/23, the tenant sent pictures of several large scratches on the appliance. I immediately contacted the salesperson, *****************************, who said he was going to make a damage claim and refund a portion of the purchase price. He did not say how much he was offering at that point for a partial refund, so I waited to hear from him to decide whether that was satisfactory or if I wanted a new appliance. I reached out several more times and was pushed off on different people and different departments before learning that they allegedly sent a check for $89.20 to the wrong address. I indicated that I was not willing to accept $89.20 for the damage and I'd rather have the undamaged refrigerator I had ordered. ********************* said he would reach out to the manufacturer to see if he could get a larger damage credit. I have never heard back from him and my last 2 emails have been completely ignored. The last email was sent on 1/17/24. I have emailed or called over 15 times since this happened and have received no adequate response. By delaying repeatedly by saying they were working on the credit, they have now thwarted my ability to dispute this transaction through my credit card provider. I have all of the emails pertaining to this frustrating situation should they be needed.
Business Response
Date: 02/26/2024
We apologize for your experience and will make every effort to resolve it. I have forwarded this complaint to our customer service managers to reach out to the customer to have their issue resolved.
Regards
Gerhard's Inc
************
Customer Answer
Date: 03/21/2024
I was contacted by Gerhard's and my complaint was resolved through a partial refund. Thanks BBB.
Initial Complaint
Date:02/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased an ** washer/dryer. The washer was defective on arrival and does not add water. We have been in contact with the store multiple times and they keep giving us the run around, promising calls back and no action. This is the most unprofessional experience with a retail store we have ever had. A real disappointment as we have been Gerhard's customers in the past.
Business Response
Date: 02/08/2024
Appliances have warranty terms and conditions that consumers and all retailers/servicers must abide by. Gerhard's appliances acted as quickly as possible to assist this customer. It is unfortunate the customer family feels that we were giving them the run around when if anything we were assisting them as best we could. The consumer is responsible for following the guidelines of the warranty and contacting the manufacture or a service company if service is needed. Gerhard's Appliance is a retail store and not the service Company. However, we assisted the customer and contacted the manufacture for service on their behalf. The delivery of product was 1/17/2024. Our records indicate a call regarding a service issue came in to our store on 1/25/2024.On behalf of the customer, ********************** Retail ************************ put in a request for service through the ** manufacture Website conf#Ticket#****** - This information was given to the customer for all follow-up concerning their service issue.
1/25/2024 11:10:39 AMTicket No: ******
Requester: gerhards
Agent Name: Service
Store number: N/A
Hi,
Done processing your request. Please see below for reference.
Name: ***********************
Phone #: **********
Model: WT7400CW
Serial #: ************
Called Customer: Yes
Time of Call: 9:57 AM CST
Notes: Just Ringing | Sent text message to customer
Consultation #: ***************
Servicer: TOTAL APPLIANCE SOLUTIONS
Service Date: Servicer will contact the customer.
Servicer Phone #: ************
Notes: Tech will call the customer ****** prior service appointment. For cancellation or rescheduling, please reply back or call servicer phone #.
To check the repair status, you can visit *********************************************************
***************************
Dealer Support
** Electronics Alabama, Inc.
According to our records we found that the customer canceled that appointment with **. Again, we contacted ** Service on behalf of the customer on 1/30/2024 to schedule another appointment, conf#Ticket#******. On 2/5/2024 on behalf of the customer, ******************** contacted ** "the manufacture" directly for an update for the customer on the service repair. At this point we also reached out to ** to see if there was any way they could either expedite the customer's repair or authorize a replacement. We were able to obtain an authorization for the customer to have the unit exchanged. Unfortunately, these steps take time, and the guidelines must be followed. We see the date on this complaint is 2/8/2024 however, the customer's washer was exchanged on 2/7/2024.
Gerhard's Appliances considers this matter closed.

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

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

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

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

Gerhard's Appliances considers this matter closed.

Regards

Gerhard's Inc.

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

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

see video and advise

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

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

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

********,

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

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

Good afternoon ********,

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

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

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

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

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

Regards
Gerhard;s Appliances
************ Information...
Initial Complaint
Date:08/30/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I emailed Gerhard's Appliances on 10/26/2021, 10/28/2022, and 3/17/2023, requesting that they tell their marketing company to remove my name and address from their mailing list. I never received the courtesy of a response from them. Today, 8/30/2023, I received more advertising mail from them.
Business Response
Date: 09/21/2023
We do apologize for your frustration. The compliant does not note where the customer sent such a request or whom you are speaking to. When we receive these requests in the corporate office, we send back the customer's request along with a letter from the **************** Company explaining how to remove their name from their list. I am sure the advertising that is coming to the customer's home will have a name or Current resident listed above the address.
Gerhard's Appliance does not use their own customer base to send these mailers. They come from a National advertising Mailer company who pulls these names from their National Mailing list. The only way the customer can have themselves removed is to follow the instruction on the letter attached. They have to reach out to the **************** company to do this. This will also remove them from ALL mailers no matter who they are coming from. There is nothing more we can do at this time. The customer would have to handle having their name removed from this National Mailing list.
All requests or mailings from customer's to Gerhard's Appliances should come directly to our corporate office. 290 N. Keswick Avenue Glenside, PA 19038 - I have attached a copy of a letter for what the customer can do to have themselves removed from the National Mailing List.
Regards
Gerhard's Appliances Inc.
Customer Answer
Date: 09/29/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

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

Please note the following in response to your message:

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

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

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

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

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

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

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

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

[*******] - 8/18/2023 12:27:55 PM customer has had the parts since December. she never returned ****'s calls/text to schedule part install. Customer Service was able to convince her to schedule part install for 9/1/23. confirmed w/ ******. job: *********
Regards
Gerhard's Inc
************
Initial Complaint
Date:08/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a new Viking cooktop from Gerharts 6 weeks ago. First, they shipped the wrong cooktop, then they sent the wrong propane conversion kit. 3 different installers have been at our house and have said they cant install it, dont have the right tools or not the right parts. ****, our customer support contact hung up on my wife when we called. Upon call back, she said someone had a heart attack (which I am sorry about, but doesn't explain this folly of errors). We just want the job finished. My family has been without a cooktop for 6 weeks and cannot cook for our family as a direct result of Gerharts incompetence.
Business Response
Date: 08/23/2023
After investigating the customer's complaint, we reached out to the customer directly for more information. According to our records the job was completed back on 8/11/23. ************** was not available today when we called, so we spoke with *************** who confirmed that the job was completed and that she was satisfied. However, she did have a complaint about customer service and how her contact with us was handled. While she is pleased that the job has been completed, she was not satisfied with some of her customer experience. Currently there is a balance due on the account for a propane conversion that the customer did not pay for as this is not part of the installation of the cooktop. The balance due is $137.79. We are going to waive the charge for the conversion and clear the account of any money due as of 8/23/23.
At this time Gerhard's considers this matter closed. However, if ************** has any questions he can certainly reach out to ***** in the delivery ***** who had the conversation today with ****************
Regards
Gerhard's Inc.
************

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