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:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new refrigerator from Gerhards appliances and paid for it 5/31/2023. Because it was on back order and my then refrigerator had died, I purchased a second smaller refrigerator from same company to use until the new ** refrigerator would be in stock and delivered. The ** model number ********** was delivered on the morning of Wednesday May28 The delivery team was supposed to install and make sure that it was up and in working order. As there was no space in my kitchen,, trying to speak to a general manager at another store,who was not very helpful nor any reason to keep the small one that I had purchased three weeks previously, I removed it and after starting to transfer food items to new refrigerator, I discovered that freezer drawer would not open. Because I was afraid of damaging the new refrigerator by trying to force freezer open, I called Gerhards, spoke to salesman who sold me both refrigerators, and he agreed to come to my apartment after he finished work, to resolve issue. It turns out the installers didn’t do it correctly. While salesman was adjusting freezer, he informed me of the following and I quote “I don’t know if I should be telling you this but this refrigerator has been discontinued “ I was shocked and appalled that I had not been informed of this prior to delivery especially since I waited four weeks for delivery. I immediately asked why I wasn’t informed about this model being discontinued, his response was that the new model was more expensive.when I asked about difference in price he informed me a few hundred dollars more. I responded by telling him I would never have knowingly bought a discontinued item without being told about it and not being given the choice of buying it or new model, especially after having purchased a second refrigerator from him to use until the ** shipped I immediately said I definitely didn’t want a discontinued item, and that I wanted to send it back and purchase the new model. He informed that I would have to speak to the manager I immediately called Gerhards the next morning
Customer Answer
Date: 08/02/2023
Was unable to complete in previous document
I followed up day after delivery trying to speak to senior manager and was told that I had to speak to manager in store where I purchased said item. This was her response when I went in person to discuss issue with her and I quote “** should not have told you that your model refrigerator was discontinued “ my response was that there should have been transparency and I should have been given the option of keeping discontinued model or having to pay the difference for the new model.

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

Regards

Gerhard's Inc

************
Customer Answer
Date: 08/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

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

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

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

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

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

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

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

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

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

****

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

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

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

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

Thanks!!

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

****

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

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

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

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

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

****

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

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

No refund.

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

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

Thanks!!

****

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

****

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

Gerhards contractor installed anti-tip and leveled range.
The specs were not correct on the gas line causing the range to not sit all the way in the anti-tip bracket.
Her contractor ******************* confirmed that he removed the range and the anti-tip bracket to modify the area to spec.
Customer Answer
Date: 08/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

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

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

*****,

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

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

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

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

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

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

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

Regards

Gerhard's Inc.
************
Business Response
Date: 08/23/2023
Responded in a previous email 8/22/23
Gerhard's Appliance is a Factory authorized ***** installer. The customer paid for an installation and per the complaint if they feel that the installation was not completed properly, they can certainly reach out to our customer service department for assistance.
With regard to the comment about the cigarette, we can't comment on something that we did not see. If the customer would like to provide us proof that the crew lead in fact left a cigarette butt in their driveway, we can discuss this with them once we receive this information.
Regards
Gerhard's Inc.
************
Initial Complaint
Date:06/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/21/2023, I purchased a ***** ***** Electric Dryer (Item# ********) from Gerhard's Appliances at *** ** ********* ***., Ardmore, PA *****. Order # ********. My salespersons was ***** *****. Purchase price $1200.00, delivery charge $49.95, breakdown of the unit $150.00, steam hose kit $27.00, and $85.62 tax for a total of $1512.27. Delivery of the dryer was scheduled for 5/25/23. On 5/25/23, the delivery was declined by me because the dryer was damaged. On 5/29/23, I received notification that a new dryer would be delivered on 5/31/23. The new dryer was delivered on 5/31/23 and the deliveryman disassembled the dryer (which I told him he did not have to because I previously brought two washers and one dryer from Gerhard's that did not have to be disassembled). As the dryer was being reassembled in my home, the he deliveryman said, “I do not have a cord for your dryer, they sent me a stove cord and not a dryer cord.” I received notification on 6/4/23 that the dryer cord would be delivered on 6/5/23. On 6/5/23, the dryer cord was delivered and attached. When the deliveryman turned on the dryer, it made loud thumping, scratching and screeching noises. I told him this was unacceptable and that I wanted the dryer removed from my home. He said "he could not take it with him, he had to notify the delivery manager of the ongoing issues." I have made several calls to Gerhard's for them to rectify this issue with NO success. I spoke to the Customer Service manager, ***** ******* ###-###-#### on several occasions as he reassured me that the issue would be resolved, but to no avail. On 6/15, Gerhard's sent someone from **** Appliance Repair to ensure the dryer was assembled correctly. Consequently, the repairperson said the dryer was NOT assembled correctly and wires were exposed. After his adjustments, the dryer continued to make thumping, scratching, and screeching noises; he said, “the dryer needs to be replaced.” As of noon 6/20/23, I have not heard anything else from Gerhard's Appliances. I left ***** ******* a voicemail message indicating that I am following up on the replacement for my dryer. I want Gerhard's to send a NEW replacement dryer and a discount for all of the inconvenience these issues have caused, being that I had to miss time away from work on several occasions for this inconvenient and untimely circumstances. I appreciate any assistance you can provide.
Business Response
Date: 06/22/2023
We do apologize for the delivery & installation issues regarding your new dryer. It appears that as of 6/20/2023 someone from Gerhard's spoke to the customer and scheduled for the unit (Dryer) to be exchanged on 6/23/23. With regard to compensation, Gerhard's will issue a refund to the customer for the charges they paid for the breakdown & reassembly of the unit. $159.00. We will process the refund and send the customer a receipt.
Regards
Gerhard's Appliance's
************
Customer Answer
Date: 07/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Gerhards sent a 3rd party vendor to remove the dryer from my home on June 30, 2023. However, they have not refunded my money as of 1:00pm on Thursday July 6, 2023.
Please see the attached documents for further details.
One disturbing statement Gerhard’s made in the document is “only mentioning because it seems like every breakdown is an issue lol” I don’t find this statement anything to laugh out loud about.
Regards,

**********************
Business Response
Date: 08/23/2023
A full refund was issued to the customer on 7/5/2023 and an email confirmation was sent to the customer's email address ****************. The refund was in the amount of $1272.00 - This rejection complaint was well after the refund was issued. We consider this matter closed.
Regards
Gerhard's Inc
************
Initial Complaint
Date:05/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received a brand new ********* refrigerator in late-December while remodeling our kitchen. We noticed a whistling sound that would go on and off once the frige was installed. The repair team came to replace a part, but that made the problem worse as the alarm on the fridge was turning on and off at random all hours day and night. The service team has replaced 2 sets of parts and has been out 7 times for servicing from January until now. We have been in touch with Gerhards and the only thing they are willing to do is send someone else over to replace more parts on a brand new fridge. We would like them to replace the refrigerator.
Business Response
Date: 05/31/2023
Gerhard's is a retail store not a service company. Products come with a manufacture warranty and the guidelines of the warranty are being followed by the service comapny - FAST Appliance repair. On behalf of the customer we reached out to the service company for an update. Their records show that the technician believes original compressor replaced may have been defective due to the back lines of the unit keep freezing. So, ***** said to replace compressor again and see if that fixes the issue.
We cannot just exchange this. We need to follow warranty guidelines from *****. It looks like customer confirmed their appointment with DAST Appliance for the repair for 6/1/23. If the customer has any other concerns they are working directly with Gerhard's Customer Service Dept in this matter and can reach out to them directly.
Regards
Gerhard's Inc.
************
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Gerhard's is refusing to take responsibility for costs we had to incur to remediate water damage caused by its contractor who was meant to install two dishwashers we had ordered from Gerhard's. The installer Gerhard's sent (apparently an outsourced contractor they use) couldn't do the required electrical work and only removed the old dishwashers. However, two things he did resulted in a big water leak shortly after he left our house (as was confirmed in our plumber's report): (1) he damaged the shutoff valve when removing the old dishwasher and (2) failed to cap the shutoff valve to prevent the risk of leak. As a result of these failures, water began leaking from the valve shortly after he left, and when I arrived at our home the following morning, I found significant water in our kitchen and inches of water in our basement. I immediately had to involve and spend $8,097 for: a plumber to replace the damaged shutoff valve, a company to perform remediation, a handyman to replace water-damaged areas, and someone to oversee this work.Gerhard's response to this situation has been shocking and disappointing. While our salesperson ******* at first acknowledged by email that "nothing in your email below [requesting reimbursement of our expenses] is unreasonable or not something that should be expected," we were then connected to *******, who told us that there was little Gerhard's can do because the person installing the dishwashers was a third-party contractor and we should try to go through his insurance, which ultimately declined coverage for no apparent reason after a so-called "investigation."We find it astonishing that Gerhard's is absolving itself of responsibility because they sent someone who isn't technically their own employee. If we paid Gerhard's for a product/service, Gerhard's is responsible for its proper installation and is responsible for damages resulting from negligence during installation, regardless of whom Gerhard's engaged to install it.
Business Response
Date: 05/12/2023
This matter has been referred to upper management. Someone will be reaching out to the customer to discuss a resolution.
Regards
Gerhard's Inc.
Customer Answer
Date: 05/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

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

Regards,

*************************
Business Response
Date: 06/21/2023
We have said Gerhard's will be in touch to resolve this issue and we have on multiple occasions been in touch with the customer. Our responses to BBB and **** are on the public forum because the customer used the same public forum to lodge this complaint, which we have responded to on multiple occasions. The customer is not finding the results satisfactory, which is the bottom line. Gerhard's Appliance and subcontractors on the job addressed the original complaint immediately. The Subcontractors had their own insurance company reach out to the customer and set up a visit to the home. The insurance adjuster went to the home to meet with the customer and after reviewing the incident with the customer at their home denied the claim. This was not satisfactory to the customer which prompted a follow up complaint with BBB. I have provided the paperwork from the subcontractors insurance detailing why the claim was denied. Becasue the customer was not satified Gerhard's in good faith contacted our own insurance company for assistance. Our insurance Company have also been in direct contact with the customer. They also denied the claim as their findings were the same as the 1st insurance company that went out to the home to investigate the claim.
There is nothing more we can offer at this time as we have provided the information from the customer to both insurance company's who have both denied the claim of negligence on the part of the subcontractor and Gerhard's Appliance's. The customer has refused to contact their own insurance company who can certainly do their own investigation in this matter and if they believe the customer's complaint on this matter to be valid would reimburse the customer and seek reimbursement from the subcontractor's insurance company or Gerhard's insurance company.
Regards
Gerhard's Appliance
*****************************
******************
Customer Answer
Date: 07/14/2023

I have read Gerhard's latest response and am frankly shocked at the multiple levels of unethical actions they've taken. After Gerhard's contractor caused a leak and significant water damage to our home in February by improperly removing old dishwashers, damaging our shutoff valve, and failing to cap the exposed plumbing he had left (which the previously attached and reattached plumber's report confirmed was a result of Gerhard's actions), Gerhard's has steadfastly refused to take responsibility and has not hesitated to lie to avoid negative publicity. First off, I think it's important to note that immediately after the damage happened, a Gerhard's employee acknowledged it was reasonable for me to expect reimbursement for the expenses I had to bear to address the water damage that Gerhard's had caused (please see attached email correspondence). However, as I've subsequently learned by reading scores of similar customer complaints online about Gerhard's, Gerhard's has a pattern of obfuscating and ultimately refusing to take responsibility for its own actions.

One of the ways Gerhard's does so is by sending "subcontractors" who are not technically Gerhard's employees and then claiming Gerhard's can't do anything to address any damage because they're not technically Gerhard's employees. Gerhard's did this to me even though I paid Gerhard's for products (dishwashers) and a service (installation)--they initially lied and said my only option was to go through the subconractor's insurance company, which denied the claim for no clear reason after a so-called "investigation." After Gerhard's then told me there was nothing else they were willing to do, I have subsequently tried multiple times to have Gerhard's take responsibility for its actions and reimburse me for my expenses to fix the damage they caused, including reaching out to the BBB, posting on Yelp and gaining publicity from a local news organization.

What Gerhard's did after being contacted by the local broadcast news station was most troubling to me--they blatantly lied to try to supress the story, stating incorrectly to the station that (i) a contractor of mine had been at the house on the day Gerhard's came and could have caused the damage (false: they know that the person who was there that day is not a contractor and is just someone I pay to let in any people while I'm at work and he left right as the Gerhard's contractor left) and (ii) that they had pictures of the plumbing from the day their contractor came somehow revealing something relevant (false: they never sent any pictures). Most notably, once the local news station expressed interest in doing a story and told Gerhard's that there were many inconsistencies in their story, Gerhard's immediately had their own insurance company contact me--something they should have done from the very beginning but pretended wasn't an option. That insurance company denied Gerhard's claim for reasons I do not yet know, but most troubling to me is that Gerhard's is trying to imply that they have no responsibility to directly reimburse me just because their insurance company hasn't accepted their claim. That is false--ultimately, as I've been trying to push for since February, Gerhard's should take responsibility and reimburse me for damage it clearly caused, whether or not it is reimbursed by its own insurance company.

That leads me to the last point that Gerhard's keeps making: that I should go through my own insurance company and have them go after Gerhard's. Given how many customer complaints Gerhard's has had in the past, Gerhard's clearly knows from experience how hard it is for customers to recover anything through insurance subrogation. In addition, I spoke to my insurance company, and any claims involving water damage where there isn't a successful subrogation recovery inevitably result in higher insurance premiums for customers; why should I have to pay a higher premium for years to come because Gerhard's caused damage in my house? I think it is unfair to expect me to pay the price of Gerhard's negligence for years to come, which is why I'm not filing a claim with my insurance company.

Ultimately, I am persistently trying to have Gerhard's do the right thing and stop acting unethically to avoid taking responsibility for its contractor's mistakes, which have had a large financial impact on me. I sincerely appreciate the BBB's help with this matter.

Best,

*****
Initial Complaint
Date:04/14/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My purchase was on 12/17- 6 units delivered 12/23. This purchase was experience was bad from beginning to this day with no resolution. Our sales person ****** no longer works here but he sold a package. We went in to but a washer only. He informed us with this package deal we would receive about 2800.00 in rebates, and we had until July to submit. They charged us haul away for 5 units $20.00 each we received. $106.00 back?? They had to come back to fix my dish washer because the installed it incorrectly it leaked all over. They charged me for hose kits for washer & dryer that they did not install. My Microwave when running makes this awful noise. the plate inside doesn't want to turn. now I just found out, that microwave is not part of the package, and it disqualifies me for my rebate from **. I reached out 5-6 times to get rectified, I spoke a gentleman ****** (very nice) but he didn't even know his email address. Then with ****** (very nice) but she could only help me with another rebate. **** rebates of 400.00. The next person was a ***** he helped with my haul way charges and told me he was reaching out to ** and someone would call me back. No one did. today I decided it's been two days I'm calling again. I spoke accounting about the hose kits and was transferred to *****. she was the most unprofessional salesperson I have spoken with. she told me "Just forget about *****, he can't help you". She didn't want to give me her name (hesitated) She rushed me off the phone and wouldn't let me finish my questions and proceeded to tell me she will pass on the information to ****** again and has to go and hug up the phone. That treatment should never be displayed to any consumer. $10,000 is not a drop in the bucket. very disappointed and feeling very disregarded.as a valued customer.
Business Response
Date: 04/18/2023
The customer mentioned in the complaint 5 haul away charges @20 each, yes they were refunded 5 X $20 = 100.00 + tax $106.00 = Also the fill hoses and venting were also refunded in the amount of $41.32.
With regard to the rebate issue there are clear instructions on the rebate provided to the customer at the time of sale on how to submit and what models qualify for such a rebate. This is a consumer mail in rebate. I believe the first reason that they were declined by ** was the postmark date was missed and second, one of the items did not qualify for the rebate. All qualifying models are listed on these rebates. Even if the customer's doesn't have the appliances the manufacturer rebate still must be submitted before the postmark date and they can provide the s#'s needed at a later time. They would receive an email or correspondence from the manufacture letting them know what is needed.
A manager will discuss this rebate issue and the issue of the microwave when he reaches out to the customer. I have forwarded the customer's desired action request to our Company manger to reach out to the customer directly with a resolution. His name is ********************* and his direct extension is #***. The customer will now have a direct contact person so they are not talking to different people from different locations that are in sales **** (*****) or accounting (*****) whom both did transfer the call to someone else that could possibly help. It is our understanding that ***** (sales) did pass the call to ****** who handles rebate submission issues and was able to assist. **************** can discuss the rebate issue and the Microwave service issue further when he contacts the customer.
Regards
Gerhard's Appliance
************
Customer Answer
Date: 05/01/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

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

Regards,

*****************************
Business Response
Date: 06/20/2023
I have again forwarded this rejection to the sales manager. His name is ********************* ****************** and ****** ****************** for any rebate questions as she helped the customer directly. - I have also copied ****** on this and spoke to her directly. She helped the customer and filed a rebate on behalf of the customer as the customer missed the required postmark date. ****** sent an email letting her know it would be 12-14 weeks to process. That rebate was for $500 as noted by ************* ****** or **** will reach out to the customer about the issue.
Regards
Gerhard's Inc.
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased new clothes washer and pedestal 10/31/22. Inquired about customer if anything was wrong, told we would get it taken care of or get a new washer. After delivery noticed scrathes on sides, bottom and top of machine. Next week called salesperson, took pictures of serial numbers and scratches and texted to salesperson, ****. Didn't hear back. Called again and again to talk to salespeople. Left messages, texted serial numbers and pictures again. Went to store, heard nothing back. Wife went to store and spoke to ***, showed him pictures; heard nothing back. Called again and texted pictures. Heard nothing. This brings us to February when I called again and spoke to customer service and told her if we didn't get satisfaction we would take them to court. Told it was a little extreme. Or we could get 10% back and just keep it. Asked if she bought brand new scratched car if that would be fine with her. Got no answer. New panels were ordered. Came and was to have them put on today by technician, who opened box and found panels were dented and to fix machine he would have to remove every nut, screw, wire, engine, etc., every piece of machine out and put it in the new panels. At least a 3 hour job, would need another person to lift the 100 lb. machine and cavity out of the old panels and replace every item in the machine. (everything inside). He told me this is not the kind of job he wanted to do. Also note that there was no new top panel and no new pedestal panel that came with the dented panels. Writing letter to Gerhard's of Ardmore.
Business Response
Date: 03/09/2023
I have reached out to management and we will contact the customer with a resolution to this issue.
Regards
Gerhard's Inc
************
Customer Answer
Date: 03/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*****************************
Initial Complaint
Date:02/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******, Dryer, and Washer were delivered to a new construction house on Monday February 20, 2023. Very happy with the overall sales process. ******* was professional and knowledgeable. However, we were extremely disappointed with the delivery and installation process. As I write this (Feb 27th), we still do not have a functional washer or dryer. The installation team on Feb 20th was unable to install the washer (refused to cut open the plastic piece for the drain), and the dryer kept displaying an "E20" error. After hours of being passed around over the phone with 6-8 different people at ********** on 2/20 and 2/21, they agreed to replace the dryer with a new dryer (same make/model). It was delivered on 2/22, only to display the same "E20" error. The installation team was not able to tell me what the issue was, suggesting it had to do with my house and the venting. So I contacted my home builder, who hired the **** team to complete a thorough inspection of the **** exhaust from the dryer. After about 2 hours or work, they concluded that it was operating normally. So I then called GE directly. They sent a technician to my house on 2/22, and finally told me that the issue was that the brand new dryer had not been converted to work with propane gas, only natural gas. So I called back **********, and they are now charging me $180 for this part and installation (the part retails for $50 online). Again, extremely frustrated by the lack of accountability, knowledge, and follow-through on ********** part.
Business Response
Date: 02/27/2023
While the circumstances surrounding the installation of the washer and dryer are unfortunate we do not cut into any plastic tubing, piping etc. with regard to the drainage for the washer this should have already been done by the builder. The delivery crew are simple movers and laborer's they hook up to existing plumbing, plugs etc. and nothing else. They are not service technicians.
After speaking with ****************** and the salesperson about the issue with the dryer, the home owner ordered a gas dryer and did not make the salesperson aware that the unit need to be propane. If the salesperson was made aware of that they would have set everything up prior regarding a conversion and had the dryer converted to propane before it left our warehouse.
Unfortunately, the customer has to pay for the ** conversion kit and the labor to do the conversion. These are charges the customer would have had to incur had the salesperson been aware from the start that the source of fuel for the dryer was propane. The part may retail on line for $50.00 however our charge to the customer for the ** conversion kit is $40.00 + tax and the labor to do the conversion is $129.99. Total $180.19
The customer called in and spoke with ****** in our *********** store today who explained this all to him. The customer paid the balance due.
We have addressed the complaint and consider the matter closed.

Thank you
***************************
Gerhard's Inc.
Customer Answer
Date: 03/10/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

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

Regards,

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

Business Response
Date: 05/03/2023
Gerhard's addressed the complaint and answered the complaint honestly and completely. We have reached out to your salesperson and she will reach out to you and see if she can help you work through whatever ongoing issues you believe you are still experiencing.

Regards
Gerhard's Inc.
Initial Complaint
Date:02/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/9/2023, the company delivered a refrigerator. While attempting to move old one out, they bent my screen door. They went half way out the door, my husband heard something crack, they backed into the kitchen and used a different door. My screen door closed before they arrived and won’t close after they left. I’ve contacted the company. They refuse to return contact. They lied and said they never used that door. I thought the frame breakage was the cause, but after fixing the frame, it became evident that the door itself is bent.
Business Response
Date: 02/27/2023
I have read the complaint and have reached out to the manager of deliveries, his name is *******. I believe the customer spoke to ******* back on 2/9/23 which is what the internal note reads so I will follow up with him directly.
Once I hear back from that dept. I or the manger will reach out to the customer to come to a resolution as qiuckly as possible.
Thank you
***************************
Gerhard's Inc.
Customer Answer
Date: 03/23/2023

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

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Gerhard's is BBB Accredited.