Bray & Scarff Appliance & Kitchen Specialists
reviews and complaints

SO FAR SO BAD

I had a new GE gas slide in stove delivered to my home about a week ago. I did not need it installed as my kitchen Reno is still ongoing. I noticed a dent on the back of the unit and tried to get the delivery person to take the unit back. He said I need to call the service department. I was going to just let this pass as it was only a dent on the back panel. A few days later I took some of the plastic wrap off and realized there were many areas that were dented and that the storage drawer will not close without forcing it and scraping the metal. I went to the store to tell them I wanted the unit to be replaced. (a new unit should look NEW) I was told a service person needed to come out first and that they would have the service department call me. That did not happen so I called and was told I would have to wait two weeks to get a person to my house. I expressed my displeasure with this and was then told the tech could come in a week. I again tried to tell them I would not be satisfied with anything other than a replacement. This is the B&S way...a tech must seethe unit first. So I have another two days to wait...Will post an update

Bray and Scarf- so far not good. They delivered a brand new GE oven which doesn’t work. A technician came and and we were told we need a new cooling fan. I called BS and requested a new range as I do not want a new appliance that is being repaired. I was told since I didn’t purchase a service plan I had to go directly to the manufacturer. So now I am dealing with them as well. Each company wants to repair my new appliance. How can GE let a damaged product out of their facility and how can Bray and Scarf allow it to come into my home. ? Neither company cares about the consumer as they both have been paid. My concern is that if I have the part replaced after the fact, it will break again over time. There were other issues with Bray and Scarff not doing a field service before the installation that affected the water lines and the gas line.

My case is similar with a Fisher & Parkel dryer model B4, which was working with a miner panel problem, the technician came to fix the dryer and he told me that he got the wrong part, after he leaf the dryer did not work at all. I call for service again and they told me that the manager will call me back, but he never did. I try to get the service again, however because I request that the technician should come in the morning I was told by the Technician supervision named Holy that another company will take care of my case the next day, so she gave me the name and the phone number for the other company, after that I contact the other company and I spoke with a person who name is Paul, he told me that I need to fax my invoice for the dryer to schedule the repair for it, so I call back to [protected] and was told by the secretary that I have to work with the new company main whle there is not fix for my dry. So, I will complain to better business bour and Consumer affer in Montgomery county. I will never buy a product from Bray & Scarff they should work with a better service contractors.

Just came back from the Bethesda, MD, Wisconsin Ave Store. I received the worst level of customer service ever. The guy who identified himself as the manager (older fellow with yellow-stained mustache) was so rude to me that I had to leave. I went to to buy a stove and for some reason he said they didn't carry the product. I had visited the store a couple weeks prior and another guy told me they would special order it for me and all I had to do was go in and schedule the delivery and installation. Who ever owns this store needs to know that the reason why that store is empty of customers on a Friday evening is because of how horrible the manager treats customers. I was willing to spend 100s of dollars at their store tonight but decide not to give my money to people that are clueless about the basics of treating a customer with respect and listening to what the customer is looking for.

This review is for Bray and Scarff's kitchen and bath renovations division, Dobbin road, Columbia. When looking for a contractor, you are not hiring Bray and Scarff per se, but a dozen or so subcontractors. My 3-bath renovation which began on March 14, 2018 by Bray and Scarff turned into a 9 1/2 month nightmare, finishing just before Christmas 2018. I was promised that the project would be completed in 4-6 weeks. Bray and Scarff's multiple sub-contractors failed to show up for a total of 100 business days. There is no over-site, supervision, or accountability of sub-contractors.

From the start, Bray and Scarff's multiple sub-contractors ordered the wrong tile, laid the tile incorrectly, shipped defective tile, tile was always out of stock, didn't order enough tile, short wainscot, ordered wrong hardware, plumber mistakes, etc. Every mistake had resulted in a 3-week delay. I was without a washer and dryer for weeks at a time and didn't have the use of my garage and driveway for 9 1/2 months. Frustrated by the lack of progress and lip-service by B&S and subcontractor, I contacted the area manager. The area manager has had no impact on the productivity and was unable, unwilling, and powerless to correct the problems.

Bray and Scarff uses unlicensed and unskilled tile installers (We Floors) that were completely unskilled and incompetent. They had no idea how to properly install tile, and on multiple occasions had to rip up the tile they just put down. They were eventually thrown out of my house. After the project was completed in December of 2018, I had to spend good money after bad, and hired a different contractor to fix the multiple mistakes and shoddy workmanship. My complaints to Bray and Scarff executive management went completely unanswered.

There are systemic failures at every level at Bray and Scarff, along with a complete lack of competency, communication, and integrity. In my 25 years as an operations executive, I've not seen anything quite this bad. They are simply the worst of the worst.

UPDATE: After posting this review, I was contacted by Bray and Scarff and was asked to contact them so they could "make things right." I contacted them twice to no avail. Bray and Scarff just does not care, and only wants to make the appearance that they have made an effort.

I used to take negative comments against Bray & Scarff with a grain of salt, but no more. I now have to add my displeasure ands agree with the others' negative assessment of Bray & Scarff service. We had Bray & Scarff remodel our entire kitchen, including over $15, 000 in new Jenn-Aire appliances. We purchased the extended warranty, because these were high end appliances and WE THOUGHT Bray & Scarff would actually stand behind their word, but clearly we should have paid more attention to the many negative comments regarding their BS Service (pun intended). You would think that spending over $50, 000 with a company would at least draw a modicum of caring about the customer, but sadly that is not true with Bray & Scarff.

Our Jenn-Aire refrigerator stopped making ice one day. We called Bray & Scarff for a repair and told them the ice maker was broken and likely needed to be replaced. After waiting almost 2 weeks for an appointment, B&S rescheduled the appointment twice forcing us to delay it further because we were going out of town on vacation. When we returned home, we had to wait another 2 weeks for an appointment. The repairman was here all of 5 minutes before declaring "yep, you need a new ice maker, but we do not carry the parts, so we will have to order them. After almost 3 more weeks, the part comes in and then we are told the first available appointment to install the parts was 10 days from now. I told the rep that this was unacceptable, I wanted it installed faster. They stated there was nothing they could do. I asked to speak with a manager. They claimed they were all busy and someone would call back. I waited two days and called again. I was told they were all busy and would call back. I'm still waiting. Wow, how disingenuous can you be? DO YOU EVEN KNOW WHAT CUSTOMER SERVICE IS?

Although the sales people were helpful and seemed pretty good, I can now assure you that I would never again purchase anything from Bray & Scarff. The only company I have ever dealt with that rivaled Bray & Scarff's level of poor service is Verizon, and sadly even they were not as bad as BS Service!

It is very clear that the service division is poorly managed, with inadequate staffing and an obvious lack of concern for customer service.

A follow up on my post above. The Bettar repairman came out today, on time and as promised, and got to work to replace the motor pump I was told was needed. Lo and behold, there was nothing wrong with the motor pump. A clamp had popped off and a hose was not properly secured which is why water flooded out and onto the floor. So not only did they take forever to do anything, but when Bray and Scarff got there, they made the wrong diagnosis. So maddening!

Agree with posters above - the warranty is not worth the money and a massive waste of time! After waiting one week for the technician to come out to diagnose the reason our dishwasher failed and flooded our floor, we were told a part needed to be ordered. Three days later, I called to ask about the timing of the part. I was told it would take another 5-7 business days to arrive. I asked if I could schedule an installation appointment now for when it arrived, but was told I could not schedule that appt until the part was in - once that happened the appt would likely be the following week. I asked the very nice lady (she really was) on the phone if people just go ballistic on her all the time, and she said they did. I told her I knew it wasn't her fault and would not do that to her. Instead, I hung up and called Bettar Appliance, gave them my model number, told them the part I needed (it was on the receipt the tech had left). They quoted me a price of less than $300 to make the repair and put me on the schedule for day after tomorrow. I am only sorry I ever bought the warranty and waited as long as I did to call Bettar Appliance.

brand new GE refrigerator big $ the ice maker didn't work. took a week to get a technician to come out and say that the icemaker didn't work he would order a new one. Why didn't you bring one in the first place? Company policy no parts on repair truck!

bray like an ### scarf like scarf up your money and run.

This comment goes to complaint of April 24, 2011.If the writer of this post would go back and read complaints, perhaps they would realize that 99 percent (I"m giving a 1% margin here)of complaints were due to faulty parts and B&S constant disregard of consumer needs, not consumer ignorance of product use. While it's true B&S does not manufacture, as the middleman in transactions it is incumbent on them to stand by what they sell and not make purchasers jump through hoops to get what in many cases they have already paid for.
As for "the American Way" until the poster learns the basics of the English language i suggest they refrain from attacking actual Americans who have a problem with an appliance probably not even made in this country.The poster might also try reading the Constitution which contains a little thing known as freedom of speech. Dont dare lecture Americans on the American Way, when you obviously know so little about it.

Agreed...HORRIBLE SERVICE. I bought 2 dishwashers, a refrigerator, a range, a warming drawer and microwave from Bray and Scarff. My refrigerator broke 1 month ago and is still broken! First 5 days for a service guy to come. Then 5 days to order the part...which actually was 5 days to get me an estimate. then 5 days to order the part. Then wait a week to get back on their schedule when part arrives. Repairman comes again...WRONG PART...so the cycle starts again. Wait 5 days for estimate...etc.. We are one month out. I am out hundreds of dollars and still no call back from Bray and Scarff with the latest estimate. Frustrated I called Thermador directly and they told me the parts are still under warranty with them which Bray and Scarff never told me and has flagged as No on their last invoice. HORRIBLE SERVICE!

i think, many complains are out of razon, firts custumer complain is they have extra warranty or contrac, bray and scarff will have all the parts ready just for them, or custumer service are technnicians so they will order the parts. thats WRONG, be real, do you know how many models are outside, and second, buyers reed the owner manual, i am repairman, 90% of they service after installation, is cust think is not working properly or fridge make noises, firts, dont know how used machine, demand to tech to show how used, or noises will expect from appliances, everything is in owner manual, I THINK IF YOU READ THIS MANUAL WICH WAS MADE FOR CUST, YOU WILL CHANGE YOUR MIND ABOUT COMPLAIN TO BRAY SCARFF OR OTHER COMPANYS. AND FINALLY BRAY SCARFF DONT MAKE PARTS, THEY HAVE TO WAIT UNTIL THE MANUFACTORY SEND PARTS. BRAY SCARFF IS NOT THE ONE WHO DELAY PART ORDER, THE MANUFACTORY NEED TO APROVED THE REPAIR WITCH TAKE TO LONG. AND LAST BRAY SACRFF IS ONLY STORE, THIS COMPANY DONT MAKE MACHINES, IF SOMETHING IS WRONG WITH YOUR MACHINE THE WRIGH WAY TO COMPLAIN IS THE MANUFACTURE, STOP COMPLAIN AT BRAY SCARFF FOR THIS MATTERS, OR FOR DELAY OF REPAIR, PARTS OR TRIPS, NOTHING PLEASE EVERY CUSTUMERS, SO BE REAL, IS THE AMERICAN WAY.

HORRIBLE SERVICE. I needed to repair my dishwasher for a routine part switch-out and was given the earliest appointment ten days later. That was cancelled since the repairman prognosed, en route to appointment, that a keypad needed to be ordered. Part needed "special" approval for second appointment scheduled two weeks later. That appointment was cancelled when new part was apparently tested, found to be defective, and needed to be reordered. Two weeks later repairman finally arrives, installs part, and finds that yet another part is necessary and must be ordered. Bray and Scarff will call me when it arrrives. Weeks later, after numerous calls to prompt service, the ordered part comes in and is installed. I finally have a working dishwasher. ALMOST THREE MONTHS LATER. How Bray and Scarff stays in business is a mystery to me.