GLENSIDE, PENNSYLVANIA -- Oh. Where to begin? If I could select more than one category of complaint, I would have many to choose from. We bought from them based on their promise of superior customer service. We have never seen them make good on that promise.
At first when we purchased an approx. $2,000 Frigidaire Professional Refrigerator, it was delivered with a mal-fitting freezer handle. Six months later and countless service visits later, we had to keep hounding them to repair it, install a proper one, or in any other way get a handle on our freezer. At every turn we felt treated as a bother and no exceptional customer service was given to us to make us happy. EVENTUALLY we got a handle. As I said, about SIX MONTHS after delivery after CONSTANT pressure on them.
Now a year-and-a-half into our extended warranty they sold us on, our ice maker stopped working. Six repair visits later, still no ice maker. Most recently, they sent out their "top guy" Mark, who diagnosed it as a bad solenoid or something like that. He said it should take 2 weeks to order. Three weeks later, no call. I called in, and mysteriously the part had arrived that same day.
We scheduled a service date (again, our 5th or 6th one!!!) and when Mark arrived he did NOT have a solenoid, what he had was a standard water filter that anyone can purchase at a Home Depot. When I asked him how this could happen, he claimed he didn't even remember being at our house 3 weeks prior. Eventually his memory started to return and he said he would have to get back to us. I calmly told him that I have had enough and that they really need to get their act together. He said he would do just that, and hung up on me, huffed to my wife and left our house.
I have spoken about a dozen times with the head of customer service, Sonja, who speaks a good game but has never delivered. Most recently I told her I wanted to speak with a Gerhard or anyone with a financial interest in this business and she said I could mail a letter but that he probably wouldn't get it. She then said, "give me one more chance to make it right." Bob (I believe) who was head of service called me, I missed his call, and now have returned his call numerous times in the past 2 weeks, asking him to call me. No avail.
My wife and I have NEVER encountered such a company. We want to do everything possible to protect other consumers from making our mistake and dealing with this company. A quick check of web-based review sites will show that we are certainly not alone in this experience. Please help us protect others!
GLENSIDE, PENNSYLVANIA -- Having purchased thousands of dollars of appliances from Gerhard's for a kitchen renovation, 3 of the appliances have stopped working within two months of their being installed. The customer service people are the WORST that I have ever encountered ANYWHERE. They are unhelpful, rude and one told me that "Gerhard's just sells the appliances, they're not responsible for how they work." And, boy, did she ever mean it. Even the owners, particularly, Gerry Gerhard, is not willing to take responsibility for the goods that he sold and profited from. GO ANYWHERE ELSE TO BUY YOUR APPLIANCES - this is simply the worst vendor around.
DOYLESTOWN, PENNSYLVANIA -- Having recently moved one of our first priorities was a complete kitchen makeover. After the contractors completed the work we decided on all new stainless ultra high-end appliances. Gerhard's was having a sale so we went to look and get pricing. The sales person was very polite & professional. We found a few appliances of interest but being this was the first store we shopped, we were not ready to commit and order. We wanted to shop & compare.
The sales person explained that in order to lock in the sales price, she would have to write it up. This way the price would be honored but would require no deposit or commitment from us. We agreed just so we could have the price in writing should we decide to order.
Fast forward. We found a much better price at another dealer and purchased there. About two weeks later Gerhard's delivery truck pulls into our driveway with over $10k of appliances that we "ordered". Delivery was refused. Ten minutes later the sales person is calling, wanting to know why I didn't accept the order. I went ballistic and gave her a real ear job. This is a horrible greedy business practice, trying to force the customer to take delivery of an order that was never made so they can make a sale. Buyer beware.
GLENSIDE, PENNSYLVANIA -- We bought an air-conditioner from Gerhard's Appliance which was broken when it was installed by a professional. Gerhard's said it was the manufacturer's problem but reluctantly sent out one of their techs without giving us a new air-conditioner. Tech agreed it was broken and sent out another air-conditioner which was also broken.
Gerhard's did not want to be responsible for this and wanted to charge us for delivery of a third air-conditioner. We gave up and went to Home Depot. No communication between staff, rudeness, and not standing behind their product. They wanted us to deal with the manufacturer even though the product was broke when we got it from them. Never going back!