Gerhard's
Reviews and Complaints

If i could give zero stars i would! Absolutely horrible service in every area. My latest issue- a 3.5yr old KitchenAid refrigerator stopped cooling. Jan 18 I call for an appointment to have a tech come out to fix it. No appointments until 1/28. I have an independent person come out same day, he looked at it and he advised me its a warranty issue, so I had to go with Gerhardts people. Person comes out 1/27 (yay 1 day early), now i have to order parts because the techs don't have parts on the truck. I MADE THEM - not a service offered- next day air the parts. Tech came out on 2/2 to install parts. This is the same tech that ordered the parts. he decide he didn't require replacing the compressor even though he ordered one to fix the unit. Guess what-unit still is not cooling. Again i have to call for ANOTHER appointment. No one will even call me back. RUN AWAY FROM THIS PLACE!

I would give 0 stars if it was an option. I guess I should have read more reviews prior to purchasing to realize what type of business this was. During an install at my home, they damaged a different appliance. Instead of taking responsibility for the fact that accidents happen, our complaint was pushed down the line from every manager to owners with NO RESPONSE. Numerous calls and emails and told to get it fixed on our own and we will receive reimbursement... to then later learn "there's nothing we can do for you." Aside from having to then waste hours of our lives correcting a mistake made by them, we were overcharged for install in the first place. I have NEVER dealt with a company where an OWNER refuses to get on the phone with a customer and have a civilized conversation to discuss these events. I watched a manager speak with him and say "so you won't get on the phone and talk to her?"... I have never heard of such a cowardly move in my life. Disgrace of a business.

Whatever you do don't buy the extended warranty from Gerhards, they use a company named New Leaf who is so inept it's funny. My 14 month old Electrolux clothes dryer had failed, so I waited 1 hour and 20 minutes on hold with New Leaf (their warranty company) they finally gave me a repair company to call and the work order. I called the company they referred me to who quickly told me that they don't service my area and that they told New Leaf that they don't service my area. So back to waiting on hold for New Leaf, I was lucky this time they picked up after only 45 minutes. They would have to have their service locator team reach out to me after they find someone who services my location. I get a call back the following day from Appliance Repair Professionals who have a work order for my Washer. Like I said it's my dryer! Anyway back to New Leaf for a new work order. Ok now all set Appliance Repair Professionals will be out on Friday (two days) between the hours of 4-6 pm. Guess what...no show! LOL

Absolutely terrible experience trying to purchase a refrigerator. They sent us 4 damaged refrigerators and we finally cancelled the order, not because of the damaged products, but because of the abominable customer service. They refused to return our calls and the manager would not speak with us until we went into the store and insisted he speak to us in person. When they delivered the first refrigerator, they moved our old refrigerator into the garage (we paid for this as part of our contract) and then when we realized the new refrigerator was damaged, they refused to move our old one back into our kitchen and they left. We had to hire someone else to move our refrigerator back into the kitchen for $150 and they refused to reimburse us. They also refused to move it back for us, which is why we had to hire someone to do it. They told us several times we were not a priority. This is the most unprofessional company I have ever worked with. I will never shop there again and I will never refer anyone to them.

I have purchased appliances from here for 25 years and never an issue until now. We purchased a microwave from Gerhards as we were told we could have it delivered by Thanksgiving. I took off a day of work for delivery the Monday before Thanksgiving and it was delivered damaged. I took off that Wed. for a second delivery only to have that one arrive damaged also. Customer service was 1.) hard to reach. 2.) not apologetic and scheduled it the following week. They told me the wrong delivery day and I took off now 3 days of work. I was then scheduled the following day. I took off again with a window of 2-6 pm. At 6:20 I got a call that the truck had a flat tire and could not deliver it. Finally after taking off 5 days of work (I only get 10 a year) We got a microwave. Matt, the customer service manager was left at least 3 messages until he called me, then he said he would see what he could do and never called back. No one will leave a message for the owner to call me. I will never recommend this place or use them again. Not worth the aggravation and they obviously don't care if the keep their customers.

GO ELSEWHERE! Worst customer service I have ever encountered. I was delivered a defective appliance. They made good on that and delivered another one.. Except that one did not fit. That's after waiting another week.. When I called and asked for a refund the staff member did not put the phone on hold and said "this guy wants a refund who can I pawn him off to" Aside from that after several different phone calls I spoke to Linda Gerhard herself. She could not have been more rude. She hung up on me two times.. she didn't have the decency OR courage to call me back herself.. I called again and again and nobody was calling me back.. Finally when I did get a manager on the phone. Her name is Rachael. She was able to refund me finally... However... when I told her how bad the experience was she didn't want to hear it. Instead she told me how hard they are all working. Her exact words were: "We are all working our [censored] off" "Go shop elsewhere". Well Rachael... not a problem I will never do any business with your store again. I am actually in shock these people are in business. Its a disgrace. SHOP ANYWHERE ELSE.

Absolutely awful company to deal with. I had a dishwasher installed during which a valve was broken and water flooded into my kitchen and subsequently my basement. Accidents happen and I had no issue with that end. I called and asked that they send remediation out ASAP to avoid mold and water damage to my hardwood and kitchen cabinets and they refused. Thankfully I did so on my own. I spoke to the owner directly who told me I overreacted and I only had a few drops of water drip down a pipe. I stated that I had a 3 year old at home and a pregnant wife and the mold potential scared me and he laughed at me. I actually saved a voicemail he left me saying there was no water and no issue. Problem for them is that there was and his insurance company agreed. Thankfully I did receive money from his insurance company to cover the remediation and damage to my floors but he was not a kind person and I would never recommend anyone dealing with a company like that. I would also say that if you deal with this company make sure to take pictures immediately if you have issues. That is what saved me. He had his guy take pictures after an hour clean up of shop vacuuming. Should be an option for zero stars.

I ordered a few appliances from Gerhard's Ardmore location. The one appliance was a double gas range - GE Cafe. From the first day it was delivered in March , it didn't work. 8 different times they came out to fix it from April through July. I was told over and over we would be getting a new range from GE since it was not able to be fixed. We had service men in our home 8 times, numerous days off from work, takeout bills for over 7 months and catering since we could not use the oven for our son's communion party. I spoke to Matt the manager a few times. He let me know they would get it taken care of and replace the oven. He did also say they would refund the service agreement money. That has never happened yet. I understand this was during Covid but it was ridiculous and the worst customer service ever. I kept calling and Matt would never get on the phone or return any messages. He then pushed me off to Jessica - Jessica seemed helpful and said Matt told her he would give us $200 - again never received this. Jessica did say she would try and get more since we were inconvenienced and never got back to us. I could have went to a big box store and paid the same amount and had much better customer service. I was first told we would get our new range July 14th, then August 10th, August 24th and then October 9th. We did finally receive a new range on October 1st. I sent Jessica a message letting her know we received it and never heard back. Again, called Ardmore store and asked for Matt explaining the issue to numerous people on the phone - again never had a phone call back. I now have a brand new kitchen with scratched hardwood floors from the service men taking the stove in and out 8 different times and also from replacing it. 9 days off from work and inconvenienced for 7 months. I would never recommend Gerhards for appliances. I like to support small local businesses but this will be the last time. Buyer beware and go to Lowes or Best Buy.

Buyer Beware! Consumers need to read reviews before purchasing from Gerhards Appliances. We spent money(4600) on a new refrigerator, double oven and dishwasher. We did have an issue with installing the dishwasher but the service guy eventually figured it out. Within 6 months of little use since we only run the dishwasher twice a week, its only 2 of us, the dishwasher stopped draining. We called for repair, Gerhard's doesn't repair the appliances they sell. It's a 3rd party, ***, took 10 days for an appointment and we are told that the control panel and pump are not working on our brand new slightly used dishwasher. So now we wait, after a week I call to find out what's going on, no one calls me, the parts are on backorder. Now I wait another week, still no call and I speak with Janelle from ***, she informs me that I should call *** myself. I'm told I'll have better luck since I'm the customer. OK I call, be prepared to wait an hour on hold for any customer service rep. Again I'm told the parts are on backorder and I need to give them time to find some. Thanksgiving has come and gone and its almost Christmas, I call again. I speak with Scott from Corporate and *** is willing to refund Gerhards so I can get a new dishwasher. Great, I did all the work to get a new dishwasher and all Jessica in customer service at Gerhards has to do is paperwork. I call, wait on hold for a long time because customer service is so busy, and why is that people?, and I can't speak with her. I leave a message and then call to speak with a manager at the store. You never speak with a manager, I got Rick K instead. He assures me after speaking with Jessica that it's just paperwork and we should be able to get the ball rolling for an exchange of a new dishwasher, it's almost new years now, and of course I never hear from Rick again. I call in the beginning of January and He needs to look thru his emails to find out what's going on, why would he care that I'm still without a dishwasher. So after agreeing to install the dishwasher ourselves, because we don't feel we should have to pay for another install, he orders our replacement. Of course still no phone calls on when we can pickup the dishwasher and we want a final bill before we pick it up, no surprises. So Thursday January 14th we stop by to finalize our bill and pick it up, NO CAN DO, they want the old dishwasher. If they want it, they need to come get it, bring the new one and install. They never call to set an appointment, I have to do that too, and if you want the dishwasher this week I have to take time off from work or wait another week. It is now 3 months since my lemon of a dishwasher broke down and today January 19th I'm waiting for my delivery today. NO HELP, NO SERVICE and NO COMPASSION for customers from Gerhard's Appliances. DO NOT BUY FROM THIS COMPANY!

At time of purchase of six appliances in 2015, we were told that if we purchased a long-term warranty, we were entitled to a 50% rebate of cost of each warranty if we never submitted a claim during the five year warranty period. The warranties cost approximately $880. As we have not submitted any claims in the five year period which is about to expire, I called both Gerhards and the warranty company to inquire about how to submit for the 50% rebate. I have been given the run around and several promises of return phone calls which never happen. Apparently we were to have received some specific rebate coupons to submit at the end of the five year period. Such coupons were never provided and we knew nothing about them. I was told this process is now on-line however, no one offered to guide me through the process. The warranty company *** refuses to help. I would like to hold Gerhards liable for the $440 refund. I also convinced several family members to purchase the same long-term warranty and they too are in need of same rebate coupons. I find promising refunds while withholding necessary documents to be a fraudulent practice.

When we were thinking of purchasing a dishwasher from Gerhard's, Appliances, the advertising on the website, in a LARGE,BOLD, RED banner across the top of the page said "free shipping over $399". When you continue with the purchase, it turns out that you actually pay for the shipping, then wait up to 16 weeks for a REBATE. This is not exactly what the definition of FREE implies, at least to me. I did continue with the purchase, although I wasn't thrilled with the "rebate vs: free". I became more concerned that you must sign documents releasing Gerhards of any responsibility if any problems are encountered with the appliance. They also charge a 20% restocking fee if you send it back. I was just looking at the documentation from Gerhard's, and noticed that I was charged tax on the delivery. I believe this is PA law, but if the delivery was FREE as advertised, there would be no tax. Furthermore, what is really more of a rebate than a free delivery, does NOT refund the TAX that I would not have paid in the first place if the shipping was really free as falsely advertised. As far as I am concerned, this is absolutely misleading, therefore FALSE ADVERTISING.

During the pandemic in April I was sold a *** washer. I was told by the sales rep this was the only washer that would fit in my kitchen when I previously had a ***. I was unable to go to the showroom in person as we were in lock down. I paid $599 for the dishwasher plus delivery plus installation. The washer has 4 service call within the first 6 months. The door would not stay shut during the wash cycle. Service came out replace the lock, and the filter because the dishes were dirty after 144 min wash cycle. The door continued to pop open after the repair. The service man came out again and ordered a new lock, new hinges, front door panel, and inside door panel. I believe this is unacceptable. It is basically a refurbished dishwasher and not even a year old. I have called repeated, managers and owners. Only to receive a call back from service stating at this point they can only offer me an extended warranty because the dishwasher is on back order. I wanted a kitchen aid from the beginning and was told that it was not possible by sales man. This is not the case. I believe the sales man was incentivized to push *** dishwashers because there was a rebate.

I purchased close to $25k worth of appliances from Gerhard's. I paid them for in-home delivery which was originally supposed to be free. They failed to deliver multiple appliances to me because their delivery company was incompetent. Their delivery company was also verbally abusive. They were also supposed to do in home delivery and the delivery company made me move stuff and help them since they were not properly staffed. And even after all that they failed to deliver. Rather than try to fix the problem, Gerhard's was a nightmare to deal with, totally lacks customer service, professionalism, etc all the way up to the owners who just dont care about customers (even stating that they know their customer service is bad). Again, rather than fixing the problem the owners dropped my high and dry and did not deliver the appliances to me or try to fix the problem. I have an 8 month pregnant wife and they didnt care they were leaving me without having any appliances. They basically laughed at it. I had to involve *** who is disgusted by Gerhard's and is now considering revoking their account. On top of all of this, I spent days and hours trying to get in contact with Gerhard's to fix it and they never answer or communicate and they stole money from me.

I purchased a washer & dryer from Gerhard Appliances in May .On October 14,2020 I called them to let them know my drying is running but with no heat.They scheduled an appt for me on Oct 22.The service man came out to my house at 6:15 p.m. And said he was ordering 3 parts for my dryer.He said he didn't know which part would fix it,hes guessing its 1 of 3 things wrong. On Monday I called Gerhard's to ask about the parts and to say this is such an inconvenience to me and my family.Not having a dryer for 3 weeks now.A dryer that is only 4 months old.I asked to have the dryer replaced and they said they couldn't give me a new one until *** approved it. I asked to speak to a supervisor and was told they would have to call me back.Nobody has called me back.I called again on Friday Oct 30 and asked what was happening with my case.And was told that when the parts came in they would call me. I feel this is SO UNFAIR TO ME THE CONSUMER. Why should I have to wait for parts that may or may not fix the problem.What happens when these 3 parts don't fix it and I have to wait to get approval for a replacement.My dryer is only 4 months old.I realize businesses are struggling,and covid is an issue for many.But I feel the company could be more helpful with me not just brush me off their shoulders.

The dishwasher was purchased from Gerhard's in Doylestown in December and began having problems in October . Gerhard's repair service found the bottom section non-functional. The part is backordered with an uncertain arrival date. I bought an extended warranty, expecting a replacement within three years if needed, similar to other retailers' policies. Gerhard's refuses to offer further assistance or a unit replacement. They deny any responsibility beyond the initial week of purchase, blaming the manufacturer. My repeated attempts to contact them have been met with minimal and unhelpful responses. They maintain that their obligation ends once a product is sold and show no concern for customer satisfaction, with staff being rude and dismissive regarding complaints.

I bought a high-end 30" Gas F/S Range in Ardmore PA in Nov 2019. The stove has a built-in air fryer. Using it, smoke filled my house, triggering alarms. Windows and fans were needed to clear it. Delivered on Dec 13, 2019, I've called for service twice unsuccessfully. The first call involved a burnt-out ignitor and smoke issues. The technician's fix didn't work. Despite warranty coverage, I had to call the manufacturer's tech. A second tech on 11/16 suggested external ventilation after seeing the smoke. I've contacted the owner and executives for a replacement as per warranty, but my calls remain unreturned.

I needed a dishwasher quickly and worked with the Sales staff to identify an appropriate model that they had in stock and which they could deliver and install quickly. I specifically asked if the dishwasher model was "corded" (plugs into an outlet) or if it was designed to be hardwired (wired directly) and I was told that it was hard wired. The next week an installer arrived, removed my old dishwasher out to his van, brought in the new model and unpacked it, and only then did he inform me that it was a corded model and that he would need to charge me an additional $125 to set up an outlet. He advised me that I should call Gerhards to clear up the issue. Over a two week period I called no less than six times, left two voice messages, and had three email exchanges. At no point during those interactions was anyone even willing to discuss the issue of the $125: it was always someone else's responsibility. I spoke with one person is Cust. Service, the Salesperson I purchased from, and someone in the Service department but was repeatedly told that I needed to talk to the Head of Service (and I was given that person's name / phone). The Head of Service never responded to any messages or had any contact with me. This has been an incredibly frustrating ordeal since I needed the dishwasher quickly and not only did I end up spending $125 more than I planned, but the installer damaged the dishwasher during installation and more than three weeks after purchase I still do not have a functioning appliance.

This compkaint is RE both Delivery and Billing Issues. We originally ordered a refrigerator and separate ice maker unit from Gerhard's on 7/23. We paid in full for both, including delivery and installation of both. The refrigerator was delivered in late August, but we still have not received the ice maker, nor has any delivery ever been scheduled. We have called and emailed countless times. We leave messages, we have spoken to numerous agents who say we will receive a call back, and we never hear back. We have just today tried to phone several different locations. We have both been hung up on and transferred to another location. Each person we have spoken to has told us something slightly different. Yesterday we received via email a new invoice requesting payment for an ice maker and for delivery/installation. Not only have we not received the product 5 months after ordering, we have already paid in full. (We originally paid in full for Frigidaire products, but changed to comparable Whirlpool products due to stock issues. I am leaving the next page blank, because we never received clear documentation from Gerhard's about the product change -- I have the invoice for the original Frigidaire products.) I don't know if they are intentionally scamming us, or if they are completely and totally disorganized. The service overall has been terrible. Thankfully the refrigerator/freezer was received in good working order, except the delivery persons damaged the paint on our kitchen doorway. (We had to bring the painter back to repaint the doorway.) I will never do business with Gerhard's again, but we need to have this resolved.

Oven range ordered, credit card charged 10/22. Told the unit to be converted to propane "at the warehouse." Delivery Mon, 11/2: Unit offloaded unboxed. Informed it was not converted to propane. Declined option to accept delivery, have existing range removed, and service to convert on-site at a later date. Agreed to have unit converted next day, redelivered 11/4. Delivery 11/4: Again, unit offloaded unboxed and informed it was not converted. Contacted Gerhard's and spoke with service manager, Jess. After expressing frustration with the amount of time taken off from work for the two botched deliveries, she offered an option to accept the delivery (Wed) and have her husband (not an employee) come on Saturday to convert and install. We declined for obvious reasons. We agreed to refuse the shipment, and told she would personally oversee the conversion and schedule the third delivery for Fri, 11/6. She also offered an "inconvenience refund" to be discussed after the unit was installed and working. Unit delivered 11/6. On 11/8, we noticed the door on the bottom oven was misaligned and not flush. Gerhard's has been contacted six times by phone since 11/8: Jess's voicemail is full, so I left 3 messages for her with other employees - once being told that they were emailing her directly with the issues. I also tried going through standard customer service, only to be routed to the incorrect people, placed on hold for extended periods of time, or wind up in a queue of calls in "service" that, when not answered by service, infinitely loops back to a customer service menu and then back to the service queue. I even tried sending a message on FB. I have not received a single return call or message.

I was charged to have the Service Department move a refrigerator door to the left side. On July 27 the refrigerator arrived but the door had not been moved and the refrigerator was returned. On Tuesday, August 4 the refrigerator finally arrived with the door moved to the left, but the refrigerator door alarm was beeping with the door shut. I contacted the salesman who returned my call and told me how to shut off the alarm. But that was the least of the problems. The refrigerator would only chill to about 50 degrees. After emails and calls, on Monday, August 10, Gerhard's referred the case to ***. Meanwhile I used ice from the freezer to try to get the refrigerator down to 40 degrees, replacing ice as it melted. Adding food would raise the temperature for hours. I had to wait until August 20 for an *** technician to arrive. He changed a switch under the freezer door that immediately made the refrigerator work properly. The light had been on constantly and the fan hadn't worked. Apparently when the door is moved the appropriate switch needs to be turned on. Gerhard's did not know how this regrigerator worked and left me for 16 days in the heat of summer without a properly functioning refrigerator. I requested a refund of the service charge and have emailed, called, etc. My salesman said he asked for a service charge refund but nothing has happened in weeks. Customer Service is not getting back to me or acknowledging that Gerhard's caused the refrigerator to malfunction. The delivery charge was to be rebated in the amount of $40. This hasn't been received. When I asked about the rebate I was told my on-line request was rejected because of leading digits on the invoice number. I was told to mail in a form and that it would take time to send a check.

On June 6th, I brought a *** washer and dryer from Phil at the Ardmore location. It was delivered on June 16th. The delivery guys set it up and said they were running a test and don't bother it until the test was over (they did not stay to make sure the test was successful). When I started to wash clothes I noticed that the numbers on the dial were not working, it was not registering the amount of clothes and showed what appeared to be an error code (this should not happen with a brand new machine.) I recorded a video and took pictures and went up to the store the following day to show Phil and he agreed that it wasn't working properly. I told him that I wanted to return the products and go with a different brand. Phil explained to me that in order to do that I had to have the product serviced so they can see what the issue was. This made no since because I showed him and he agreed there was an issue. I explained to him that I didn't not want a "brand new machine" serviced but he explained that was the only way to go about issuing the return. He scheduled me for the first available date which was not until June 30th (which was frustrating). This machine was costing me more money to deal with an issue I shouldn't of had in the first place. When the service men came they immediately said "Oh this is not suppose to do this" and wanted to order parts. I told them I didn't want to order parts and wanted to return it, but again I was told that was protocol and they ordered the parts, even though I just wanted to return the products. I called the service department and spoke with Savannah who was extremely rude, she told me to call back on Monday, which I did, and I was transferred to Jessica, who rudely hung up on me. During this whole situation I have remained professional, calm and consistent on the fact that I wanted to return both products and go with a different brand. I have sent emails, called multiple times and I'm not happy with they way they are conducting business.

Initially, we purchase a high-end dishwasher from Gerhards outlet. When we went to pick it up, after a two hour search the purchased product could not be found and we left without our purchase. We then got a call from Gerhards in Ardmore that they had this dishwasher in a store display and would have it shipped to the warehouse. We then proceeded to pick it up. We installed this dishwasher and it was not operational. Did not work at all. We were able to return it to it and received a refund to our credit card approximately one week later. On 10/12 we ordered a new high-quality dishwasher from Gerhard's Appliance and they would not be able to deliver until 10/26. We took delivery of the unit on that date. The dishwasher was installed and we used it several times. Approximately mid November, we experienced an error code. There was a drainage issue and water was noted in the bottom of the dishwasher. On 11/20 we called Gerhard's six times, leaving messages on both the customer service line and repair lines. We never received a call back. We also called the repair service (apparently this is their contracted warranty service provider out of Reading, PA) and left messages on 11/20 and the next two days, did the same. 11/23, we called the repair service three times. The repair service did come out on 12/1 and the service tech checked the unit quickly, looked under the dishwasher and said it needed a new drain pump. We left it with him that he would order the part. At that time we called Gehard's and were told that they can't just replace every unit that a customer has a problem with. We were told that in order to receive a replacement we would have to follow the paper trail required by the warranty guideline. I called the warranty service and was told pretty much the same thing. Called the repair service on 12/10 to ask about the part. Next day received a call from the repair service that said the technician never got the Model and serial number (which he did) when he was out on the call. Photo taken of requested info and emailed to the repair service. On 12/14 we received an email from the repair service stating the part was backordered and not sure when it would be in. We called the repair service in Tennessee and was told the the part was not backordered and would send it out immediately. The part was received on 12/18. The repair service scheduled an appointment for 12/28 to replace the drain pump. On 12/22 we received a call that they had a cancellation for that day and could come late morning. When the tech had not shown up by 2:30PM we called Fast Service Repair and was told he was finishing up at the stop before ours and would be there shortly. At 4:30PM, after changing plans to be home, we called again and was told the tech had an "emergency" and he would not be out that day. Because they changed the appointment to that day, now the 28th was no longer available. Call the repair service and spoke with Patty in customer service to complain and said she would put back on the schedule for 12/28. On 12/22 we called the repair service customer service who then put over to warranty and replacement. He said I don't know why they put you through to "me" there is nothing I can do. Wanted to put me back over to customer service who I had been on phone with prior to that for one hour. Same answer, we have to follow the "trail" and it may take several service calls before that would even be considered. On 12/28, the same service tech came out and replaced the drain pump. Tested the dishwasher and still the same issue (not draining) and same error code. Tech called the repair service from our home and they could not determine the problem. Now the tech says, "I think it may be the circulation pump or motherboard/circuit board" He told us he would order these. On 12/28, after the tech had left, I called Gerhard's in Glenside and spoke with Jessica. She said she was the warranty person and it was "too bad I had not spoken to her the first time I called" Jessica said it was terrible all we had gone through and the amount of time it has taken. She assured us that she would look into it and would call us back "that day or early next day". Well that was over a week ago, no response from Gerhard's or the repair service and we still have a non functioning 750.00 new dishwasher.