Bray & Scarff Inc

Good afternoon,The unit has been repaired and [redacted] has been contacted by Hollie S[redacted] of the repair department. The unit is working properly and [redacted] seems to be satisfied. If he has any additional questions or concerns he should feel free to contact Hollie directly at...

###-###-#### or at [redacted]@brayandscarff.com. 
Best Regards,
Wayne P.

[redacted] was contacted on 18 Aug 14 by Brenda from the Repair Dept. During the conversation it was agreed upon to refund the amount of $215.38 to [redacted]. The refund has been requested and will be issued to [redacted] in the form of a check. If [redacted] has any additional...

questions or concerns she should feel free to contact Brenda @ ###-###-#### X[redacted].
Best Regards,
Wayne P.

Stay away and buyer beware!!!! I would rather pay twice as much and go elsewhere for an appliance then buy from Bray And Scarff Repair. If you ever need repair on an appliance ( and you will!) you will wait months. They are totally incompetent with service and scheduling is a minimum of two weeks out to have them come look at it, then another two weeks to order the part and get back on the schedule. It should be illegal to run a business like they do. I have been without an oven for almost 3 months and they never get it right. You have no other option then to deal with them, if you buy the extended warranty. You're a glutton for punishment and have to wait on their schedule. There will be no rushing or assisting the customer. I cannot say it strongly enough this is a miserable experience. Stay away!!!!

Good morning,John D[redacted], the General Mgr has been in contact with the customer. The parts were order, received and the unit has been repaired, [redacted] seems satisfied.  If [redacted] does have any additional questions or concerns she should feel free to call John at [redacted]...

[redacted]. 
Best Regards,
Wayne P.

I had my dishwasher serviced under warranty. It needed parts for a repair. The parts were ordered by Bray & Scarff. I received a call on 9/27 that the parts had come in and to call to schedule an appointment. On 9/28, I called and scheduled an appointment for 10/5. On the late afternoon of 10/4, I got a call from Bray & Scarff telling me my parts had come in (again). I said to the person that I had already scheduled an appointment for 10/5. She said she had no record of that and couldn't have someone come out until 10/11. I had already taken off work on 10/5 (and it was too late to cancel it), and now needed to take off work on 10/11. All because they made a mistake on a product that was defective under warranty. An unaccommodating employee, and her manager Debra, offered no help, sympathy or viable options and dismissed the idea the company erred (even thought I could provide info I would only know by having called back and scheduled my appointment). There is no way to resolve this issue, as I am writing this on 10/5 after having taken off, but the public should know that this company does not care about customers, does not own its mistakes and treats people in a very poor fashion. Do yourself a favor and go to B[redacted] B[redacted] HH G[redacted] or another big box where at least you aren't paying extra to be treated poorly.

Revdex.com:
We did accept the offer to this complaint soley for the reasoning that whirlpool, the manufacturer,  came out and made the repairs to the freezer by replacing a completely faulty computer system within the machine.  With repairs made to the freezer, we felt we could not return it in good faith.  We feel the five year warranty is simply a hollow gesture of goodwill due to the fact that we could not even get a repair appointment in a timely manner from this company.  While it would have been much better that they assisted us in the beginnig, they chose not to.  Customer service is the key to a strong busiess and we find this lacking.  This has revealed the true nature of business this company does and we will be taking our larger purchases elsewhere.   We feel there would have been no offer of goodwill without Revdex.coms intervention. Complaint # [redacted]
Regards,
[redacted]

6 months into owning $25,000 in appliances from Bray & Scarff, I had my first issue with the appliances - essentially the computer panel failed and needed to be replaced. The tech came out, evaluated the situation, ordered a part and brought it to be fixed (2 months wait time). Then once 'fixed' they forgot to put the oven/microwave back together properly. I was missing the outside stainless steel panel, oven light now not working, and I found screws in the microwave. Still not fixed.
Here's the problem with Bray & Scarff -
Service center - terrible. Phone rang for several minutes, but on computer hold for several minutes. Finally got through (1 of 8 calls) and hung up on. Service staff is completely overwhelmed.
Service center - appointments times (morning or afternoon) called the day before. After taking 2 days off work - still waiting for the equipment to be fixed. This is not acceptable in today's environment. Also know that an appointment takes 1-2 weeks!
Warrenty - go directly to manufacture of product. These guys can't do the job to begin with and YOU PAY 2x what you will by going directly.
Sales team - nice to meet, good advice, called for help - find someone else. Not good.
Bottom line - if I owned this company - I would absolutely redo (immediately) the entire service department before you loose the entire business.
Suggest - ABT (in Chicago) for appliances. They are the best in the US, can delivery, and have an excellent service department.

Good afternoon,
The customer's hood was exchanged and installed at no charge. The customer seemed happy with the outcome . John D[redacted] has been in contact with the customer and if  [redacted] has any additional questions or concerns he should feel free to reach out to John @...

###-###-####. 
Best Regards,
Wayne P.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the response does include everything that Holly said to me during my phone call to her on 02/25/2015. I want them to acknowledge, in a letter, that although I spoke to Holly and told her  that the ice maker was working that she also told me the refrigerator was under contract (did she mean warranty) and she contacted the company about the problems with the ice maker. She stated that if the ice maker stopped working again the refrigerator would be replaced. In addition, Bray and Scraff didn't respond to all of my complaints, especially about their service repair department. Another recent example, Holly called me on 02/16/2015 (gov. holiday) and left a message on my work phone. I returned the call on 02/17/2015, wherein I was told Holly was on another call. I told the young lady to have Holly call be back on Wednesday morning (02/18/2015). I didn't hear back from Holly until Tuesday, 02/24/2015, the day the repair man came out to repair the refrigerator. Now how  professional is that? Then the repairman was talking about the parts that they receive. So my question is, are you using refurbished parts to make repairs. What compensation are they offering me for all this poor service.
Regards,
[redacted]

Review: I purchased a washer and dryer from Bray and Scarff in February 2011. At the time of purchase, the Bray and Scarff salesman recommended I purchase a three-year comprehensive service package with the washer/dryer, which I did. I was told that any parts/labor required for repair during that three years would be covered. On May 2 we called to report that the washer (which they had been called out to look at some four weeks prior) was now no longer operational. BRay and Scarff did a service call on May 7 at which time I was informed that a part was required, and it would take "3 to 5 working days". Starting the following week, we have now received a different estimate on when these parts would arrive -- today (May 21) I was told it would be "next week". I was also told that this isout of Bray and Scarff's control because the parts have to come from "the company that holds my service contract". It was actually suggested to me today that I call this other, as yet unnamed company, to check on the status of the parts orders.

I believe that I was decieved at the time of purchase into believing that I had a service contract with Bray and Scarff. I was, at no time, informed that my service contract was held by another company. We have now spent in excess of $300 on laundry services.Desired Settlement: I would like the service contract fees refunded so that I can purchase a replacement washer from another vendor.

Business

Response:

Good morning,

Since working with the warranty company to obtain the parts needed to repair [redacted]'s unit have been unsuccessful, the contract has been satisfied and an exchange has been authorized for the same unit or one of equal or lesser value. [redacted] of the Repair Department has attempted to contact [redacted] @ [redacted] on 22 & 29 May to discuss the issue but has been unable to speak with him. We understand based on this complaint [redacted] is requesting the refund of his service contract in the amount of $349.95. Since the service contract is being satisfied he will be unable to have it refunded. By satisfying the contract he is entitled to an exchange. Bray & Scarff is willing to give [redacted] the option to have the purchase price of the unit refunded to him in the amount of $679.95 + tax of $40.80 for a total of $720.75 if he declines the exchange. This option is being offered because of the challenges with obtaining the parts. The old unit will be needed to complete either option. [redacted] needs to contact [redacted] @ [redacted] to discuss his options so we can proceed with handling the exchange or refund. We will be unable to proceed without speaking with [redacted].

Fyi

Review: In late October (I believe 30 October 2014) I purchased a [redacted] Dishwasher. I also purchased an extended warranty from Bray and Scarff located at [redacted] Arlington, Virginia 22207 for approximately $2,000. In early December (on or around 4 December 2014) the dishwasher gave us an error code (E4) and stopped functioning. I called Bray and Scarff's repair line and reported the issue and they sent a technician out to diagnose the issue. He came in and told my girlfriend that all we had to do was clear the error code and it should work. He cleared the error code, then departed my apartment. He did NOT check to see if that in fact fixed our dishwasher. I called the repair line again and was told that I would have to wait until the next day when they had the repair person's report. They called me back a few hours later and told me they needed to order a heating plate.

After ordering the hearing element, Bray and Scarff came to my apartment to replace the heating element. This did not fix the problem. Now they say they need to replace the heating control board.

On 9 January 2015, Bray and Scarff repair person came to my apartment to install the new heating control board. This did not fix my dishwasher. The repair person advised that I needed a new dishwasher and noted his recommendation on his paperwork.

Today, 13 January 2015 I called Bray and Scraff repair line to ask about the status of my issue. I was told that they could come out on Monday 19 January 2015 to re-diagnose my dishwasher despite that on 2 January, I spoke with the manager of the repair team and she advised that if the heating control board did not fix the problem they would look into replacing my dishwasher. I was advised to call back on 14 January when the manager returns. This is unacceptable.

It is obvious that I have received a faulty product. After a month of owning this dishwasher and it needs this many new parts and major repairs.Desired Settlement: At this point, I do not want their product in my house. I want them to take their product back and refund 100% of my purchase price to include the price of the extended warranty.

Business

Response:

Good afternoon,

Review: Bray and Scarff dishwasher repair person came on 7/under year complete warranty service contract paid for at time of purchaseRepair person spent minutes at house, diagnosed problem, and supposedly ordered parts on that dayWe were told they would arrive in 5-business daysWe called back after weeks of hearing nothing from Bray and Scarff and were then told parts had never been orderedWe were also told it "takes longer" for parts and service under warrantyI am not sure why this should be the case since I paid for that warranty! Also, they did not seem to have any knowledge or ability to track the parts or arrival timeframes, which seems fishy in this day and age of Fed Ex and UPS trackingAfter many failed attempts to speak to someone in a position of authority and calls that were not returned, my husband finally spoke to a manager and was then told there was a "worldwide back order" on one part and it would be weeks before it came in, which seems to be an outright lie, as we called the outside warranty service company Bray and Scarff contracts with and they said the part had already been shipped to Bray and ScarffThen when the order finally arrived they were *missing* one of the three necessary partsThey placed another order for the missing partToday, 8/16, a repairman finally came to our house to fix itHe then said he could not repair the dishwasher because they had ordered the wrong hose! It was a wasted trip and three more hours of my valuable time wasted waiting in my house for a repair that didn't happenThis sort of incompetence is inexcusableI feel like they treat the warranty customers as second class citizen/lower priority, and I almost feel like some of the delays and oversights were deliberate because we called and complained -- sort of like a payback for us bothering themShame on Bray and Scarff! They need to learn how to treat their customersAnd, after an entire month of back and forth, I still have a dishwasher that does not work!Desired Settlement: Expedited repair, with none of this b*s* about it taking more time to get parts and get someone out hereOvernight the part and get me on the priority list for a repair person!
Business
Response:
Good afternoon,

Stay away and buyer beware!!!! I would rather pay twice as much and go elsewhere for an appliance then buy from Bray And Scarff Repair. If you ever need repair on an appliance ( and you will!) you will wait months. They are totally incompetent with service and scheduling is a minimum of two weeks out to have them come look at it, then another two weeks to order the part and get back on the schedule. It should be illegal to run a business like they do. I have been without an oven for almost 3 months and they never get it right. You have no other option then to deal with them, if you buy the extended warranty. You're a glutton for punishment and have to wait on their schedule. There will be no rushing or assisting the customer. I cannot say it strongly enough this is a miserable experience. Stay away!!!!

Review: Three years ago I purchased a mid-level dryer, manufactured by **, from Bray and Scarff for about $700. For 30 years, I purchased all my appliances from Bray and Scarff. I am a childless widow, living alone, I used the dryer no more than once or twice a month. Several months ago, it turned on when I pressed the 'start' button, but turned off when I lifted my finger. This seemed like a minor problem, I called Bray and Scarff service, described the problem and asked a man to come and fix it. They sent a man out promptly (6/2), he observed me taking my finger on and off the button, said the motor would have to be replaced, that he would give me an estimate, and charged me $90 for a service call, although nothing was fixed and he left with no more information than I had provided over the telephone. Yesterday (6/6), B&S called and said the "repair" would be $599. I said it made no sense to pay almost as much for the repair as a new dryer would cost. Apparently anticipating that, they thoughtfully offered me a $100 coupon if I bought a new dryer from them that was over $600.

There was no warranty violation. However, what I bought was clearly a piece of junk: I should have been warned that this dryer was good for less than three years, even with very limited use, and would cost almost as much to fix as to replace. Clearly Bray and Scarff anticipated this, and made sure to charge me another $90 for an unnecessary "service call". What they did was not illegal, but it is clearly a scam, a company that does business this way does not deserve consumers' trust, and should not be permitted to hold itself out as a member of a "Revdex.com". I hope I do not have to buy a new $1000+ dryer every three years.Desired Settlement: I would like the "service call" charge refunded, and ideally the dryer to be fixed for a far more reasonable amount, say $200. And Bray and Scarff should immediately stop selling this model or comparable ** dryers to other customers without warning them that the machine is likely to fail in less than three years.

Business

Response:

Good Afternoon,[redacted] has been contacted by [redacted]. [redacted] issued a refund to her credit card in the amount of $89.95 on 6/24/2014. If [redacted] has any additional questions or concerns she should feel free to contact [redacted] @ ###-###-####.

Review: To whom it may concern:

I purchased a washer and dryer from Bray and Scarff a few years ago. Last year I had an issue with the seal around the door. After a number of phone calls and about 3 weeks of waiting they finally resolved the issue. Now here we are again playing the same game of calls and waiting. I called nearly a month ago because my washer was making a noise when it ran. They stated to me that it was a warranty and they would call me to get scheduled for installation of the new parts. After 2 weeks they still hadn't called me, so I called them. They told me that they would be installing the parts today March 25th. Today is March 25th and unfortunately it is snowing. They called me to let me know that due to the weather conditions they would not be able to get the parts installed today. Understandably so, however when I asked when I could be rescheduled they told me it would be next week. I have 3 children including a 17 year old boy who is heavily involved in sports. I need a washer and dryer that function properly and it seems to me that when I go to the company that I purchased them from they put me on the back burner. Maybe it is just that they are very busy or maybe it is TERRIBLE customer service. What ever it is I assure you that I will be ending my relationship with Bray and Scarff and letting anyone I know who asks about their service exactly what happens when you call them to fix something under warranty.Desired Settlement: I would like my warranty issues resolved in a timely manner since they acknowledge it is warranty. I do not want to have to wait weeks for a response and then initiate it myself due to lack of contact.

Business

Response:

Good morning,

[redacted] was contacted on 3 April 2013 by [redacted] from the Repair Center. The unit was repaired on 28 March 2013 and he seemed satisfied. If there are any additional questions or concerns [redacted] should feel free to contact [redacted] directly @ [redacted].

Fyi

Review: Faulty refrigerator which has known issues with the ice maker. Very shady business practices regarding service and milking money form customers.Desired Settlement: I want a new unit.

Business

Response:

Good Morning,

Review: The ** Cafe Refrigerator I purchased from Bray and Scarff freezes food placed in the lowest refrigerator drawer. Bray and Scarff has been out 3 times to fix it. ** was called 2 weeks ago because Bray and Scarff could not fix the problem. ** also came out and did not fix the problem. This has been going on for 6 months! I have lost food, and I can no longer put anything in the bottom drawer of the refrigerator. I have been patient, but it appears the refrigerator is not repairable.

Business

Response:

Good Afternoon,

Unit is scheduled to be exchanged on 18 May 2013. If [redacted] has any additional questions or concerns he should feel free to contact his salesperson [redacted].

Fyi

Arlington VA store manager squared off and tried to physically intimidate me when I returned to complain about delivery.
I am about 5'4" 140.
He was about 10-12 inches taller and easily double my weight.
He would not come to the counter when I asked for the manager on duty, but stood at his desk and waggled a finger at me.
He then squared off to intimidate me.
This place wants to compete on price but then add $49.95 for delivery, more to touch and move the old unit, more to remove the old unit, more to reverse door hinges.
After using B&S since 1972 we will NEVER return.

Review: Bray and Scarff informed me that they would be out to fix my ** stove on Feb 7,2014 between 1 and 5 pm . They called at 4:50 pm and stated they would be at my house and 6:00. I called and they sated they would be there at 7:00pm . They finally showed up at 8:15pm and left a note on the door to reschedule. I call on Monday Feb 10,2014 at 10:00 am they stated they would be out between 1 and 5:00pm. It is now 6:30 pm and they have not arrive and the office is now closed. The Attorney General needs to get involved with this company because they have taken my money and have not delivered on the service. Please Help. I would like a refund of all monies totaling $150.00.

Thanks **. [redacted]Desired Settlement: Refund my money $150.00

Business

Response:

Good afternoon,

Review: I have been in contact with this business for over 2 months now for a repair issue. Bray and Scarff has been terrible at handling our repair issue. Our fridge stopped making ice months ago, we ordered the replacement part through the company and still have yet to receive it. After a month went by we contacted Bray and Scarff to see what the status of the part order was and the associate informed us that our ticket had been closed already, as if it had already been taken care of. After realizing the error that they have made, they assured us that they would reorder the part and put a rush order on it. It has now been a month since that promise was made and we still have not received it. We have been in contact with them regularly and every time we speak to someone we get a different answer. We have hear responses from, "The part has been ordered and will be here in about a day or so," "The part is in transit," "We have received the part, we can schedule a date for the repair," "The part is on back order." "The part is on back order" was told to us on 08/12/2014. "The part is in transit" was told to us the week before. WE HAVE NO IDEA WHAT IS GOING ON WITH OUR REPAIR!!!! We are a medical professional office and need the ice for certain products that we keep here and they fail to realize the importance of this situation. Anytime we call to speak to a supervisor either one is unavailable or they will call us back, mind you we have yet to EVER hear back. This issue needs to be solved ASAP!!!!!!!Desired Settlement: With the unsatisfactory handling of this issue, it is only fair that we receive a complimentary service repair. The company is 100% at fault for the outcome of this ongoing issue.

Business

Response:

[redacted] was contacted on 18 Aug 14 by Brenda from the Repair Dept. During the conversation it was agreed upon to refund the amount of $215.38 to [redacted]. The refund has been requested and will be issued to [redacted] in the form of a check. If [redacted] has any additional questions or concerns she should feel free to contact Brenda @ ###-###-#### X[redacted].