Gerhard's Appliances - Horrible Customer Service. Avoid!
Service Department - Complaint
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 puchased 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!