Complaints

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

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Gerhard's has 7 locations, listed below.

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  Gerhard's

  290 N Keswick Ave Glenside, PA 19038-4804

  
• 

  Gerhard's

  909 N Bethlehem Pike Lower Gwynedd, PA 19002

  
• 

  Gerhard's

  9475 Roosevelt Blvd Philadelphia, PA 19114-2212

  
• 

  Gerhard's

  204 E Lancaster Ave Ardmore, PA 19003-3210

  
• 

  Gerhard's

  116 Lancaster Ave Malvern, PA 19355-2123

  

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

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/15/2022

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

  Regards

  Gerhard's Inc.
  Customer Service  Dept.

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 11/12/2022

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

  Business Response

  Date: 11/18/2022

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

  Thank you

  Gerhard's Inc.

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

  Customer Answer

  Date: 11/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  
  

  Customer Answer

  Date: 12/07/2022

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

  Business Response

  Date: 12/08/2022

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

  Regards

  Dianne K******

  Gerhard's Inc

  Customer Service

  Customer Answer

  Date: 12/21/2022

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

  Customer Answer

  Date: 01/03/2023

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

• Initial Complaint

  Date:10/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/04/2022

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

  Regards

  Gerhard's Inc.

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

  Customer Answer

  Date: 10/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The company's response that they are looking into it has been the same response we have received (when they respond at all) for months.  They have repeatedly promised us that repair is pending and have yet to follow through.
  
  Regards,
  
  *******************************