-
November 2023 by Jayme D.
Purchased a new high end Electrolux Washer and Dryer, paid about $3000. They came and installed. An hour later I noticed they something was inside the door, I called they immediately came and fixed. A week later we notice our high end sport apparel was getting snagged in the washer. As we looked further we found a bunch of our clothes were being ruined. So I called and they sent someone out, about a week later. Kind of tough luck as we don't make it we just sell it. So they came out and determined the drum was defective. So I asked what was the plan. I had to followup a week later as no response. I also loved the fact that they told me it was my problem to seek reimbursement for the ruined clothes. Service manager said they ordered drum and should have it by the next week and will install right away. That was three weeks ago. I just called again to start the inquiry as to what is going on. Been like 5 weeks and I still don't have a working washer. Basically I would not buy from them or your on your own after your purchases. Too bad as I like supporting local business. Was tough for me to accept they were going to fix something new but I have them a chance and they failed. I called today to ask for them to pickup and return my money this is crazy!!! I'm probably out $500-600 in clothes and still have no answers
-
October 2023 by Nikki Ludge
We made a service call for a stove that is 2 1/2 years old that cost $3,500 and is already breaking down. The appointment was an A.M. appointment. No one showed. Of course, they already withdrew the service fee from our account. My husband called the service department a couple of times and no one answered. He went the to store and the lady in the service department was extremely rude. She apparently consulted with another lady who made the comment that she saw my husband calling but was too lazy to answer her phone. That is not how you treat customers. We will NEVER buy anything from this store again. Service Department, you are AWFUL! You should be ashamed of yourselves. We should have read the reviews for the Service Department before making our appointment. This seems to be common practice for you to treat your customers poorly.
-
October 2023 by Thomas Raar
We recently replaced all of our kitchen appliances and we shopped around before deciding on Gerrits. We were truly impressed with the personal and on-going service as we needed help with varying delivery dates and also interaction with our designer and installers. In particular, we found Ben to be a terrific help, constantly willing to assist us. Thank you!
-
October 2023 by Caroll Huff
Nick our service man was just great he is a great addition to the team. Let alone Jason we had and Gerrard the service manager!
-
October 2023 by Adrianne Collins
This is specific to the service of an Epic extended warranty. Sales at Gerrit’s was an enjoyable experience (4 stars for that, 0 stars for service). We purchased Bosch appliances a couple of years ago. We live nearly an hour away but wanted to shop at an appliance store over the big box home improvement stores near us because dealing with any warranty issue is a nightmare with the big box stores. At the strong recommendation of our sales guy, we added the Epic Warranty to cover our dishwasher, oven, cook too, refrigerator and vent hood. Peace of mind that anything broken would be fixed within the next five years was ours. A few months ago the oven hinges soft close feature went out. It took over a week to connect with the service department because they didn’t answer their phone or respond to my online request. I figured it was just due to calling right before the 4th of July holiday, but it’s clear to me now that getting in contact with service is difficult, as they rarely are able to answer their phone and apparently they do not have a required response time to call a customer back, as I only received timely phone calls twice. Maybe they were waiting on more information, but as a customer, it would go a long way to take the initiative to just call me and let me know that. Instead I kept calling, as I assumed that no news meant that I was slipping through the cracks on their end. Finally I called Bosch today (note, they ALWAYS answer, even though I’ve had hold times up to 30 minutes, but it’s a live person who is actually helpful). The part in question is in stock with them, so the issue is either with Epic or Gerrit’s. Left an angry voicemail today and (finally) got a call back (one of the 2 timely ones I’ve had). The part has arrived, but Epic has dropped the claim and they have to refile it on their end to cover the servicing of someone to come to my house to install these hinges. They are coming in another week and a half to do the install, and they will work their Epic issues in their end, but it still puts this at a solid 3 month turn around for an extended warranty service issue. Clearly that’s not OK with me, and I can see other reviewers who have the same issue. I was told they are no longer selling Epic, which is good, but she made it sound like extended warranties tend to take forever to service and are a pain anyway. I would have appreciated that tidbit when we purchased. A broken appliance for 3 months is not something that I could live with. By then I would have to replace it with something else, so what’s the point of a warranty? Money is important and saving it in the event the appliance fails is great, but not if I’m going to have to purchase a back-up to get me by until current model is fixed. So for all of our hopes of having a better experience than a big box store, I’m left feeling like the warranty is more of a pain than it’s worth, and the follow through feels practically nonexistent. I could have had that terrible experience at the local big box store. I would shop at Gerrit’s again, but I wouldn’t plan on buying another extended warranty.
-
August 2023 by Roby Patterson
Just spoke with a RUDE SERVICE MANAGER named Katie! From Gerrits Appliances: Worst experience I have had in 10 years!! A peace of advice MRS. KATIE; When a customer calls, you are supposed to be a part of our peace not our frustration! If there it is a problem you should be thinking hmmmm ok, what's the solution? But instead you were a part of my problem today! Thanks KATIE ? as if I needed that today!!
-
August 2023 by Gary Wendt
We have a kitchen with a very small opening for a refrigerator. We found the perfect one at Gerrits about 5 years ago. Little did we know it was such a hassle to get things fixed when they go wrong. And this brand seems to go wrong often. It's a Liebherr. Everyone I've called says they only service units that they sell, so I only have Gerrits to work with here. Years 1-2 were fine with the fridge. Years 3 & 4 each had 3+ months (!!) where I had to rent a refrigerator to put on the front porch because the motor burned out and had to be replaced. A 3-month wait for a repair two years in a row! Repair guy is great. Identified the problem right away, once he was able to come. And then the wait for parts. This year, Year 5, same thing happened. I bought a backup fridge to keep in the basement this time, so it was a quick problem to solve. But come on - when do we just call this fridge a lemon and replace it? Repair guy came 1 week after I called, I never heard a diagnosis until now, and now, 2 weeks later, I find out there is no ETA on the part. Is it a lemon? Is it common for this brand? Are they understaffed in the repair dept.? I just wish Gerrits would be helpful and come at me with some real solutions. I am so disappointed.
-
August 2023 by Patrick Dunphy
I’m excited to say I’m a first time dryer repair man thanks to Caleb at Gerrits! I came with some pre-Googled research and Caleb set me straight (I wasn’t hahaha), and I now have the right part running in my dryer. Thanks for the help!
-
June 2023 by Kara Kaluske
Great communication from sales to install. Friendly employees. Great customer service thank you Brad Ensing and Ben Stehouwer!
-
June 2023 by Bethane Visser
Our family has been lifetime customers of Gerrits Appliance. Our parents were Gerrits fans and we continued frequenting Gerrits after we got married 20 years ago. One of the big reasons that we continued shopping at Gerrits was the parts department. We felt we could trust them to stand behind their products and respond to inquiries.Unfortunately, due to recent experiences in trying to reach the parts department, we will no longer be going with Gerrits in the future.We purchased a dishwasher from Gerrits less than a year ago. Last weekend, we noticed a leak in the basement ceiling that we traced back to the dishwasher. The hose behind the dishwasher has developed a hole. We have been calling the parts department multiple times a day, for the last week to get a replacement hose. They never once answered the phone. We have left multiple messages and have not received a single return phone call.We finally resorted to contacting a competitor, Brummell Appliance, and gave them the model of our dishwasher. They will have the part ready for us to pick up on Monday.So long Gerrits. Your sales team is top notch. Too bad your parts department can’t live up to the hype.
-
June 2023 by Jessica Hutchinson
Caleb came over today to fix my dishwasher. He arrived promptly and called on his way over to my house. He had everything fixed in about 15 minutes! And got my dishwasher running again. I only go to Gerrit’s for my appliances and Caleb is awesome! Highly recommend!
-
May 2023 by Todd Prescott
2 months and counting to repair an ice maker!We purchased a Scotsman ice maker from Gerrits and this has been giving us fits ever since. We had to have the unit completely rebuilt 2 years ago and I was asked to reach out to the manufacturer directly to coordinate the warranty. Fast forward to now - after a technician could not fix on site I was asked to call and schedule the machine to be picked up, waited a few weeks for this. Last week I get a call it is ready and "service" would be calling right away to schedule a drop off. After waiting 2 days for this call, I called and have left numerous voicemails to get this scheduled....crickets. I used to be a staunch supporter of buying local and supporting family owned businesses but at this point what value are they adding besides frustration!!!!
-
May 2023 by Kim Bumgardaner
We have purchased a dishwasher, range, and microwave from Gerrits, and Deb has given us exceptional service each time. After telling her what we needed, she found just the right thing each time.
-
April 2023 by Ronald Solmes
Knowledgeable staff, with great parts and service. I highly recommend Gerrits.
-
April 2023 by Evan Pittman
Excellent service. Mary was helpful in sales; Jared and Cody were very kind and efficient with delivery. New washer delivered within 36 hours of ordering!