Gerrits Appliances — Local services in Wyoming

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...

I really wish I could give a better review. We updated our kitchen appliances a year ago and had heard great things about Gerrit's. The receptionist started things off, saying she had to go, but not leaving, just getting more upset because she did have somewhere to be. I wish she'd just have left. I was fine standing and waiting. She was probably just trying to be helpful. The whole shopping/buying situation was just fine. However, it stops there. our dishwasher failed to show up for a month. Gerrit's claimed their delivery company kept forgetting to deliver. While maybe true, I can't help but feel that the delivery company at fault reflects poorly on Gerrit's. the dishwasher itself is not great. Sure, it's quieter as advertised, but there must be something wrong with the draining of the water. There's a really nasty smell about every time we wash. We have to empty immediately...which leads to the next problem. The dishes at the end of any cycle option are still soaking wet with condensation...even after the dry cycle is run. Every time we wash, we either have to hand dry, or lay out to dry on the counter so they don't keep the moisture, or sit in the dishwasher and smell. the stove hood we ordered too was late due to a dent. No big deal. But then a couple of weeks later, it shows up and they installed it with tiny screws. Needless to say, it fell and crashed onto the new stove. My father in-law installed the hood correctly with nuts and bolts. 2 weeks after we got our fridge, the motor died. Gerrit's did come fix the issue. The fridge makes funny noises, but works just fine so far. The stove works great. There's your 2nd star. :)

None of these things are a huge issue alone. I do understand ordering, installing, and projects like this do often take time and always have hiccups. I really wanted to be able to have a more positive review for Gerrit's, a local company. One year later, and I'm just still slightly disappointed. I hope you have a more positive experience than we did. ...

HORRIBLE experience here today. The saleswoman working asked us how old our current appliances were and then proceeded to act like we couldn't afford to shop there. She at one point suggested we buy an off brand appliance because it would be more affordable for us, the whole time assuming what our budget was (Lady you have no idea how large of a sale you missed out on and the potential for other customers). We went down the road to a competitor who had amazing customer service & actually wants to sell appliances. We bought a whole house of appliances. My parents are building a home on Lake Michigan and were also thinking of using Gerrit's. I have told them to not even bother going into this showroom because I would not want to subject them or anyone else to this RUDE customer service.

Saleswoman you have NO IDEA what income level people are when they walk in the door or what their buying power is just by looking at them. We were testing out your customer service. You failed on an epic level. YOU are working RETAIL on a Saturday, get off your high horse lady!

To the owners of Gerrit's Appliance you may want to review customer service with the older woman (50's-70's) who was working on Saturday 2/8/2020. I would not want her representing me or my company. Based on other reviews it seems she turns away A LOT of customers. In a world where most people are turning to web sales & big box stores, good customer service is the ONLY thing you have to offer and today you failed at that. You lost a large sale today because of your RUDE saleswoman.

Social media is everything I can not wait to promote your competitors on mine once my appliances...