Bray & Scarff Inc

I recently bought several appliances from the Alexander,VA store and want to express my sincere appreciation to our service representative Tim S*Tim was very professional and extremely helpful in in selecting my refrigerator, stove with convection oven and dishwasherI rate the service as outstanding and at the STAR levelThe installation was exceptional and I will refer all my friends to Bray&Scarff in the futureMecky P***
M*** Court
Alexandria, VA

Dishwasher repairmonths - no resulttimes technician came, could not repairOn the warranty until Elderly people stuck with non-working equipmentCustomer service rep - Holly, ignoring calls and requests for completing the orderAbandoned customers who were loyal to company for over yearsTERRIBLE SERVICE

Over the years, decades, I've not had an easier more pleasant experience than this, I've built two houses remodeled two as wellBray and Scarff are the bestI've bought appliances, dealt with salesmen and installersNeed I go on? I recommend them for their neatness, efficiency and professionalism

Good morning,The repair of the dishwasher was completed on June Debra from the Repair Dept attempted to contact *** *** on June Debra has not heard from *** ***, so we can only assume she is satisfiedIf *** *** has any additional questions or concerns she should
feel free to contact Debra directly at ###-###-####
Best Regards,
Wayne P

Good afternoon,
*** *** was contacted by Ryan T*** and offered a free year warranty to cover the unit*** *** accepted and seemed fine with the arrangementIf she has any additional questions or concerns, she should feel free to contact Ryan T*** at
###-###-####.
Best Regards,
Wayne P

Good afternoon,
The unit has been approved for an exchange and the contract is satisfiedMs*** was contacted by Hollie from the Repair Dept and is aware the unit was approved to be exchangedMs*** expressed she will be making a choice this week for a replacementIf she has any
additional questions or concerns she should feel free to contact Hollie at ###-###-####. Best Regards,
Wayne P

Good afternoon,
*** has been contacted by *** from customer relationsThe filler required to complete the install has been put into place*** has also been approved to receive a refund of $This refund will be processed no later than Feb in the
form of a checkIf there are any additional questions or concerns *** should feel free to contact *** at [email protected]
Fyi
*** **

Bray and Scarff sold me an extended warranty on my dishwasher However, when I had a problem with the dishwasher and called them to come fix it, they did not come through First, it took weeks to get an appointment Then, they called the night before to cancel They said they would come the next day, but never did (so I waited at home both days) They finally came, but then needed a part so couldn't fix it They told it me it would take a week to days for the part to come in Only then could I schedule to have a repair man come out- another week wait If I had known that I would be without a dishwasher for weeks from the beginning, I would have either hired a competent repair service to come fix it or would have bought a new one This is a horrible way to do business I have left messages with the manager of the service department to call me, but a week later, still no call This is the worst business I have ever dealt with- unethical certainly, but bordering on illegal I paid for warranty I deserve better service than this

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I purchases $8K in appliances from this business, yet I was not offered their presages measuring service prior to my purchase Consequently, the fit of the refrigerator was not correct, even though it has less cubic feet than my old one I was told by the sales person that the company would " care of the necessary adjustments" Take care of does not mean charging me 50% of the cost I feel that the company should have made the necessary repairs in a timely fashionWhy did they send a person out to measure my space after the purchase, if they were not going to make the repair It has been weeks In no uncertain terms; I want to be reimbursed for the $that I spent on this repair
Regards,
*** ***

Good Afternoon,
We attempted to contact the *** family on several different occasions via a variety of methods and were successful in receiving a phone call from *** on Friday May 30th at approximately 3:PM
*** and *** *** of the Kitchen Division are in the process of working together to bring this situation to a reasonable conclusionAccording to our records the *** have an unpaid balance of $8,We are willing to deduct the $1,from this balance as requested in this complaint leaving the *** a total of $7,yet to be paidWe apologize for any inconvenience this may have caused and feel this would be the quickest and most reasonable solution to this unfortunate situation*** and *** have agreed to have a phone conversation this week to bring this to a close*** can be reached @ ###-###-####Best Regards
*** **

*** *** was contacted on Dec It was agreed to have the unit exchangedThe unit was exchanged on Dec If *** *** has any additional issues or concerns he should feel free to contact John D*** or Holley S*** at ###-###-####Best regards,
Wayne
P

Good afternoon,
As per Ms***'s request stated in this complaint (***) a refund in the amount of $has been issued on check number *** This check will be mailed at the close of business April Best Regards,
Wayne P

BUYER BEWARE!!!! Do not make any purchases from Bray and Scarff (Cockeysville location) unless you like a cocky manager and an inattentive service departmentWe purchased a B*** dishwasher from Bray and Scarff and it was installed days later We ran it times and it broke (displaying E:error code)We called the service department to have someone come out to diagnosis/fix itThat’s when our problems startedThe service department was unresponsive, they never returned phone calls, I was hung up on when put on hold, and everyone I spoke to did not have a clue about the problem (I constantly had to repeat my problem)When a service call was finally setup two days later at 3:PM, the technician failed to show upBy 3:I called the service department and was told, that I was on the schedule for 6:PMI explained that was not what I was told and that I had taken ½ hours off of work to meet the technicianThey were unphased When the technician finally showed up that evening, he determined the Bosch dishwasher was defective (leaking from a seam in the back)It then took the service department more days (with me constantly following up with them) to get a ‘return exchange authorization’It then took more days to get on the schedule to remove the defective dishwasher and replace it with a new one; again with me constantly pushing for a dateThe thing we cannot get over was the lack of customer service we received from Bray and ScarffThey knew we were new, unhappy customersThey did not go out of their way to help us or get us on the schedule as soon as possible for a replacementWhy were we not a #priority?? It has been almost weeks that we have been without a dishwasher The irony is that we were trying to be proactive by replacing our year old K*** which was still working (and never had a problem)We purchased from Bray and Scarff because they proudly state that they have their own service department, unlike the ‘big box stores’ that contract out their service departmentWell, given what we have gone through, I’m certain that we would have gotten BETTER customers service from any other big box store (it could not be any worse)We will be taking future business elsewhere!
Lesson learned - - Make an informed decision before purchasing ANYTHING from this company Be sure to also check out the complaints related to “Problems with Product/Service” and “Negative Customer Experience” reviews on the Revdex.com’s websiteWe wish we would have before making this purchaseNote: The Customer reviews are not used in the calculation of the Revdex.com Rating…that’s how they still get an A+ rating

Good afternoon, The unit was repaired on 3/2/Hollie S*** contacted *** *** on 3/3/2016, the unit was working fine and the customer seemed satisfiedIf there are any additional questions or concerns **or *** *** should feel free to contact Hollie directly at
###-###-####Best Regards,
Wayne P

***Good Afternoon,
We understand and respect Mr***'s position, but we do not feel it is unreasonable to ask for his assistance to help us help him We have agreed if ** can not repair the unit we will exchan** itWe understand he did not purchase the unit directly from ** but the issue is addressed in a ** Service BulletinSince Mr*** feels ** made a faulty unit and there is a ** Service Bulletin related to this issue , we would like ** to handle the call as they are the manufacturerAgain if ** is unable to make the repair we will exchan** the unitIf Mr*** would like us to set up the repair call with ** for him we willWe are asking him to allow ** to make an attempt to repair a unit ** produces and if they can not we will exchan** it John D*** has offered to exchan**d the unit without ** doing a service call with a 20% restocking fee, we are willing to lower the fee to 15% to bring this to a closeJust to recap, if ** is allowed to run a repair call on the unit and they do not fix the issue Bray & Scarff will exchan** to unit, but if Mr*** does not want to allow ** to attempt the repair then we will exchan** the unit with a 15% restocking feeWe feel under the circumstances for a unit approaching one year of service that these offers are very reasonableMr*** should contact John D*** @ ###-###-#### to accept either option.
Best Regards,
Wayne P

Good afternoon,
*** was contacted by *** ***The part needed to complete the repair has arrived and a message was left for *** to set up a service call*** just needs to call the Repair Dept or *** @ ###-###-#### to arrange for a day
to complete the callIf he has any additional questions and/or concerns he should feel free to contact *** @ ###-###-####
Fyi
*** **

Good morning,
*** *** was contacted by John D*** in regards to this issueJohn has authorized an exchange for the unit and it has been scheduled by the selling location*** *** seems fine with this outcomeIf he has any additional concerns *** *** should feel free
to contact John @ ###-###-#### or the selling locationFyi
Wayne P

Two years ago, my spouse and I renovated our kitchen and replaced all appliances. These appliances were purchased through Bray & Scarff. Within the first year, the refrigerator fan was very loud. It took the Bray & Scaff repair department several trips and six months to repair the fan. In June of this year, the refrigerator quit. Bray & Scarff came to look at the refrigerator and advised it needed a mother board. The service man was given a deposit of $50 for the board. This was on a Thursday. On Tuesday, the following week, we received a phone call asking if we authorized the charge. It took the board two weeks to be received. The repair service was scheduled only to be told that the wrong board was sent. It took another two weeks for the correct board to arrive. The board was replaced only to have the refrigerator quit four days later. When I called the Bray & Scarff repair dept. that Monday, I was told that they would call me back which they never did. On Saturday, my spouse and I went to the Bray & Scarff store in Sterling requesting assistance. On Monday, I received a phone call from the repair dept and was told that there was another board needed. It took another two weeks for the board to come in. The repair was scheduled only to have the serviceman arrive with the wrong part. My spouse and I again went to the store and asked for assistance. I was never able to get the refrigerator repaired. After all of this, we bought a new refrigerator since we could not get ours repaired. I will never purchase any appliance from Bray and Scarff. Not only were they not helpful but the repair department isn't knowledgeable of their products and appears to not have any parts available. Our emails to senior mgmt went unanswered. There was no customer service nor any concern about getting the product repaired.

Good Afternoon,
The unit was authorized to be exchanged on 7/9/2015. The new unit is scheduled to be delivered on 7/28/15. Hollie spoke to [redacted] and he seems happy with arrangements. If [redacted] has any other issues or concerns he should feel free to reach out to...

Hollie @ ###-###-#### X[redacted]. 
Best Regards,
Wayne P.

Good Afternoon,
We have made several attempts to contact Mr. [redacted] regarding this issue. There is a service bulletin ([redacted]) related to this issue which offers a solution. The customer will need to contact ** directly @ ###-###-#### and reference the fore mentioned service...

bulletin number. ** then will set up an appointment to visit the customer's home to correct the issue. In the unlikely event ** is unable to correct this issue John D[redacted] will work with the customer for an exchan**.   If Mr. [redacted] has any additional questions or concerns he should feel free to contact John @ ###-###-####.
Best Regards
Wayne P.