Gerhard's Appliances

We have had good results with them and have always had a good experience.

We bought a Liebherr wine cooler from Jon Gerhard (of Gerhard Ardmore) for $4600. We could have bought it for less through the web, but wanted to buy local for future service. It was nicely delivered in July. We also own a Liebherr wine cooler and freezer, which was not making ice properly, and we needed someone to service it. I called the Gerhard Ardmore Service group to see if they could help. I was quickly told that, although they do sell and service this brand and model, since I did not buy it there, they would not service it. I stated that it did not need to be done under warranty, just fixed and I would pay the going rate. They simply said no, and hung up. I then sent an email directly to Jon (address on his card) with this story, asking if this could be discussed, and did not receive a reply. I then sent an email to Gerhard service with same request, never received a reply. We had hoped that, not only had we purchased an expensive wine cooler from them (along with a GE Monogram microwave from the Frazer store), but we had also established a relationship should we need purchases, or service, down the line, as we are in the neighborhood of the Ardmore store. Long story short, we called Liebherr, got the name of another service group (Appliance Surgeon, Philadelphia), who did a great job - responsive, right first time, reasonable price. So, we are disappointed. From this experience, our take-away is, for Gerhard, buy for the product (in truth, the sales experience was fast, and they do have a good product selection), but not for the follow-on relationship or service.

I ordered a stove and the day before delivery was advised it had been backordered. I called the sales department and even though they were closing for the day, Lisa called me back and helped me choose a replacement stove that evening. She followed up with me the next day, cancelled the old order, and arranged for delivery of the alternate stove only one day later than originally scheduled. She then followed up to be certain that all was well. The stove was delvered, installed and the old one removed for a more than reasonable charge. This was especially important becaus the old stove was hardwired into the wall and not all places can deal with that.

THE ABSOLUTE WORST!!! DONT EVEN CONSIDER THEM. GO ELSEWHERE AT ANY EXPENSE!

We were looking for a local appliance store to use in general, so we decided to try Gerhards since we live nearby and they seemed to have a good reputation. We purchased one window A/C unit from them and it went fine. Our next experiences were so bad, that there is no way their poor survice was a fluke. We ordered 2 more w/c units and they called us on June 8th to let us know they were in for pickup. Because we were so busy, we weren't able to pick them up until the 15th. When we arrived to pick them up, they only had one of the units. Everyone makes mistakes, so I was expecting them to apologize and offer us a discount. I got no apology. The salesman told me I could drive to Fort Washington to pick it up or I would have to come in two days later to pick it up. I told the salesman I was "very unimpressed". When I drove around front to pick up the one unit that was in, he gave me serious attitude and basically picked a fight with me. He blamed me for not picking the units up on the 8th. When I told him I was busy at work and my wife is about to give birth, he responded with "we all have problems". I carried the unit out myself since he wouldn't do it and I wanted to avoid further conflict. I called the company when I got home and they said the one unit never even came in and they made a mistake by not calling us to let us know. Jerry, the owner, called us 3 times that day and left messages saying he would give us a more powerful unit at a discounted rate. He said all of the right things and said the salesman was reprimanded. I called back the next day, feeling better about the situtation,and I left a message saying I would pick up the unit on the 15th. They did not call back, so I called to confirm on the 15th. I was put on hold for over 5 minutes, so I hung up. They called and left a message saying the unit was in. On my way there to pick it up, I called again because I had not confidence in them and they were confused as to whether the unit was in. Finally, they confirmed it was in and told me it would be at the front of the store. When I arrived, the unit had a dent in it. Jerry got a new one. He then told me that, if I had called back Wednesday, he was going to deliver it and install it. I guess I was punished for not calling back the same day. It is a shame because we are completely remodeling our home and we were looking for a good appliance store. I have never written a bad word about any company until now and I will never shop at Gerhards again. I got a more powerful unit for 40$ less than the listed price, but it really did not make up for the terrible customer service. I was wilingl to give Jerry a chance to win us over after his company failed, but he just frustrated me more.

The experience with Gerhard's started out well with the sales person very knowledgeable and helpful. The dishwasher installer was very professional and performed an excellent job. Dishwasher installation aside, things started to go bad soon after the purchase. What made us decide to purchase the appliances from Gerhard's was the promise of $425 in rebates. The sales person said that we did not have to do anything for the rebates, he said that everything would be taken care by Gerhard's and that we would be receiving copies of all the rebate paperwork. A few weeks after the purchase I started to get notification from the rebate centers that the rebate claims were denied because they were submitted incorrectly by Gerhard's. After countless phone calls, emails, and broken promises endured over the last 7 months I still have not received the entire rebate amount originally promised to us (and documented on our invoice) by Gerhard's. Of the $425 originally promised I only received $275. What made me decide to purchase from Gerhard's was the price of the appliances after the rebates therefore my grade of D for price. The F grade for responsiveness is cause by the lack of communications and the numerous phone calls and emails I had to make in order to get any information from Gerhard's. I am also grading professionalism an F because I expected Gerhard's to honor the rebate amount promised in our invoice and not received because of their mistake.

Terrible, we're still washing dishes by hand with no dishwasher in sight.

I was quite pleased with them. They contracted a separate company to do the installation. Their prices were fine and they were very helpful about getting us rebates and doing the paperwork for us. I think I would use them again.

I am still receiving bills. They gave back part of the charges but not all of it. They are infuriating to deal with.

Our salesman was to the point and efficient (which was just fine for us given the amount of research we had done). The deliverymen were friendly and extremely competent. They had to remove a basement door to get the washer in, and had it off (and later, back on) in seconds. There was a mixup about a pedestal: we had ordered one, but it didn't fit the washer when it arrived. The deliverymen diagnosed the problem and within half an hour, we were called by the (very embarrassed and apologetic) salesman who told us that he had ordered the wrong size and that no pedestal is available for the size washer we bought (this fact would not have changed our decision to buy the washer). Our account was credited immediately for the pedestal. After dealing with some Big Box places for previous appliances, this quick service from people who truly want your business was a welcome difference, as was the fact that when we called to get an update on the delivery time, we immediately spoke to a real person who had real information!

Delivered on time and installed properly.

The store and sales service were OK - we used the store on R30 Frazer. No pressure in the store but not particularly helpful - just OK. However once we bought the appliances the trouble started - fridge/freezer delivered with a dented door - I AM STILL WAITING FOR A REPLACEMENT and it is February !!!!! Numerous calls, emails etc and failed promises. Too boring and tedious to tell you all the details.

All items were priced extremely competitively, delivered as agreed promptly and installed in a professional manner. We had some difficulty with the controls for the dryer but a trip to the store provided the instructions we needed to operated the dryer and we are extremely satisfied with the total experience.

This couldn't have gone any better. At first I was a little weary about some bad experiences listed by others, but you'll find that with any retailer. The prices at Gerhard's were very competitive with our local chain (Albo's) and hands down beat out Home Depot and Lowes. The delivery was as promised and within the 4 hour time window they promised. The real key to our fantastic experience was the fact that I didn't realize how oversized the refrigerator I initially purchased was. I called my sales rep (Pete Siegfried) and he could have said, sorry, you bought it and opened the box, so you own it. Instead, he told me and my wife to come out to the store, look at the other models and figure out what we want. After doing so, they delivered the new (and smaller counter depth) fridge and took the other one back (we negotiated a $75 redelivery/restocking fee, which I thought was very fair). Finally, Pete offered to do all the rebate paper work. And, I've got all my rebate checks back - so he did it correctly. Great experience and great balance of value and customer service. P.S. If you want to look at the appliances, go out to the Glenside showroom (much bigger showroom than the Ardmore one). I can't speak for the other two locations.

Shortly after the LG Washer and Dryer were installed there was a strong smell coming from them. Since my baby slept nearby I was quite concerned. I called Gerhard's and they sent someone to check it. He said he didn't smell anything! Several months later I called them again. I told them I wanted the appliances removed from the house. They were abrupt and rude and said they could not help and practically hung up on me. I called LG appliances and they were less than helpful as well. I called back Gerhard's again and they essentially told me it was not their problem, even though I bought the appliances they recommended only several months before! In order to get the smell out of the house, I now have no other recourse than to replace both the washer and dryer at my own expense! I strongly recommend that you do not buy appliances from Gerhard's!

Shortly afterward the ice cube maker began making so many ice cubes that it filled my freezer with ice cubes! I called Gerhard's and they said it was impossible! I was away in July and when I returned in August my freezer was filled with ice cubes! I called them again and they said that they would come again but it would be another service charge of $162!! I asked why and they said they only guarantee their work for 30 days!! Needless to say I did not have them come back. I am left with a freezer full of ice cubes after giving Gerhard's $162 of my money!

I have used them for years. Over the years, I bought a new refridgerator and they delivered a floor model to me. I never would have known unless the delivery guys had told me. But they corrected that. Most recently, I bought another new fridge from them. When it was delivered, it didn't work. They said their policy is to send someone out to see if they can fix the product, but a new product should be working already. This has been going on since April and I still have not gotten my refridgerator fixed. They kept saying they had sent the approval to get a new product to the manufacturers in California. They kept saying they had not heard back from the manufacturer. Finally, I called them today and asked for the manufacturer's number myself. When I called the manufacturer, they said that they have received my order on April 20 and it was sent back. Now Gerhard's suddenly have a refridgerator at the warehouse that they are going to deliver to me tomorrow, so something is not right about that to me.

This is a tale of BAD customer service. I purchased a Sub Zero refrigerator on July 2, 2008. I was told that it would take 90 days to arrive since I specified a special finish: carbon black. I put $4,000 down (yes, this is one expensive fridge) and expected to receive my order by early October. I called around the 15th of October and no one knew anything about my order and said that Eric, my salesman would need to talk to me. He called and said that they had trouble getting my model, but it would be in in 10 business days. Also, I would be getting a newer, more expensive model for the same price. After not hearing anything for over 15 business days, I called again. Once again, no one but Eric knew anything. This time, another member of my household talked to Eric, who said it would be another week and they set up a delivery date of November 12th. I called on November 11th to change the date; again, no one knew anything about my order. Eventually I was told it would be another week. This time, I sent an email to Eric asking to be kept informed of the status of my order. I politely asked him to send me an email with the status. After not hearing from him for two days, I called and was told he was out of the office, but he would call me the next morning. I never heard from him again! Luckily the distributor (Fretz) took over at this point. Ken provided great service and kept me informed of delivery issues. The fridge finally arrived on November 21st, 49 days after the original date given. Oh, and Gerhards did not handle the installation. The Fretz rep found an installer for me. I am still waiting for some trim to be delivered; it should come next week. Also, I received the originally ordered model, not the newer one. That is fine with me, but once again a promise was not kept. In the two weeks since I took possession of the fridge, Gerhards has called twice (I responded to the second one) and sent FOUR invoices asking for payment. After the first invoice, I called and told them that I would pay once the trim was installed and that they should revise the invoice and take off the service warranty that I had originally signed up for. (Given their service to date. I really don't want to have a service contract with them)! That explains two invoices, but 4? They have had $4,000 of my money since July 2. I am waiting until everything is in place!! I recommend that Gerhard's put their Accounting staff in charge of customer service. At least they know how to follow up!!

I have used the extended warranty several times and have always been satisfied with the results. They send knowledgeable, competent and reliable service persons to do the job.

SALES SHOW ROOM: A INSTALLATION: F-very poor workmanship, attitude and manners of the lead installer. The units were installed with gaps to the outdoors all around the window units. Light was clearly visible around all of the units. The installers were not prepared to close or fill the gaps to form a tight weather seal. Upon pointing out the light visible around the units, which will leak freely in the winter, the installer became arrogant and insulted. He said he has done many of these installations and that I, the customer, did not know what I was talking about. Second, when I put a level on the units I found them tilting into the house which might cause condensation to run into to the house. I asked him how I could be sure the units were installed to "drip" outside instead of inside. He told me that he has never used a level to install a window A/C unit and that I did not know what I was talking about. The installation instructions for the unit clearly tell you how to use a level to ensure the A/C unit case is installed at the proper angle to cause the drip to flow outside of the house. This young man was young and arrogant and probably never read the installation instructions himself. I would urge you to get a professional installer that is careful with the installation if you are particular about the job being done well the first time. Gerhard's sent an arrogant young amateur in a Gerhard's Tee Shirt and he told us that he and his team mate were Gerhard's installers. The lead installer told us he was too busy to work with us on getting the installation right and that we had to call toe office to have them come out to correct his installation work! :-( He left in a huff and I am sure thought we were the bad guys for expecting a PROPER INSTALLATION according to the instructions. We are only one sample but we were totally dissatisfied with the installer's workmanship and manners. They were sloppy and left debris and tags on the floor around the work areas. We had to clean up. They tried to rush out and hide a mishap of spilling some water on a desk top and the floor without cleaning it up or mentioning it to us. The lead installer told us that his poor work must be corrected by the "service department" because he had more installations scheduled and did not have time to correct his own work or do it right the first time.

It didn't go. They refused service because I didn't buy it from them.

This repair has gone very badly and is still a work in progress. I called to schedule a repair visit and was scheduled for a week out (one week without a dryer). The repairman came and removed the screw and said it was fixed. Next day the dryer broke again. Another repairman was sent the next day (2 days after the first) after I insisted a week without a dryer was more than enough and the problem was misdiagnosed. The second repairman first told me that our vent was clogged (it had just been replaced and vacuumed a few weeks before) so I insisted he take the back off the dryer and see what the problem was. He saw the blower was broken and ordered a new part. Another visit was scheduled for the next week but I called just to make sure the parts were in. They were not! When the parts came in, they scheduled a visit but called to cancel that day because the part was wrong. Today another repairman has come and told me they do not have the right part (I am now 2 1/2 weeks without a dryer).

Dishwasher started to leave residue on glasses and dishes after a few months. 6 months later, and 5 service calls later, Gerhard's was unable to give us any information or service which led to any improvement. We finally searched on the net and found that thousands of people had the same problem A product called Glass Magic was suggested, which had never been mentioned either by Gerhard's or the Kitchenaid manual. This product improves the outcome considerably although we apparently need to use this in every wash cycle, which is costly and frustrating. Neither Gerhard's service manager or store owner,nor the additional manufacturer serviceman provided information about this apparently widespread problem. Ultimately, although Gerhard's had promised to replace the machine if none of the repairs worked, they reneged on this promise,despite the fact that even with the added substance, the machine performs, at best, erratically.

Gerhards was very helpful and informational about appliance I was looking for. With information they gave me I am waiting to purchase the item until area is ready.

I received very good, personal service when I went there. I have nothing negative to say about them at all. Peter was one of the owners there and he was really good. They did deliver my machine, took away the old one and installed the new one. The great thing was that my cleaning lady wanted my old one because it was not like it did not work. Anyways, Gerhard s took it away and held it at their place until she could come and get it. I thought that was very nice of them. So far the washing machine is doing great and it is working just fine