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Bray and Scarff / Incompetant Service

1 Laurel, MD, United States
Contact information:
Phone: (301) 470-7500

In mid-November 2008, I purchased a Kitchen Aid Oven/Microwave, a Kitchen Aid Wine Cooler and a Jenn-Air cooktop…over $5, 000 in purchases. The oven was installed just prior to Thanksgiving. Since then, the following has happened:

Prior to installation, measurements were made a stainless steel insert to fill a gap left by the previous oven. When the oven was installed the following week, they indicated another group would install it. In early January, I called about the status of this part. The reply was “we have not record of that part being required”’. A week later (mid-January) a technician came by (same was one who did the initial measurements) and made the same measurement again; as of today (5 Feb) I have not heard back regarding this part or it’s projected installation

It gets worse…

On 2 Jan 09, our brand new over stopped heating. I called Bray & Scarff the following day reporting the problem. A technician was sent out the following week to inspect the oven. Within 5 seconds of inspecting the oven, he reported, “it’s a blown transformer”. He said he would place the part on order and that it would be about 10 days to receive it. After 10 days, no one from Bray & Scarff contacted me. I called on 22 Jan and was told “it’s a two man job and we’ll be out on 29 Jan”. On 29 Jan, I received a voice message that they could not come out until 3 Feb. I called on 30 Jan and was told a two man team would be out on 4 Feb. On 4 Feb a team came out, pulled out the oven and reported “a new transformer was needed”. I called Bray & Scarff and expressed dissatisfaction with the service. The women I spoke with, rudely told me “I don’t have the ticket and you’re just going to have to wait”. When I was asked to speak with a supervisor, I was told, again rudely, “I have two and they’re both on the phone.” I asked for a return call. None was received. On 5 Feb (about 1:30 pm) I called with the same question. I again was told “we don’t have the ticket and we’ll have to call you back”. I called back at 2:00 and gave the same story and that I wanted a supervisor to call me back. At 4:40 pm, someone called my home number (I had given my cell phone to call) and left a message to call back. I plan on calling back tomorrow.

In my life, I have dealt with my fair share of poor customer service and incompetence. Your organization has won the award for a new low in customer satisfaction. I will be contacting the Better Business Bureau tomorrow, followed by an attorney for breach of contract.

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