Bray & Scarff Inc

Review: I purchased a refrigerator from Bray and Scarff on 7/16. This transaction was done over the phone, after extensive consultation with the salesperson. One feature that was a 'MUST HAVE' for me was the fact that the fridge must have dual temperature controls. I was told the model I purchased did. Upon receipt of the fridge (my wife was home at the time) I discovered that it did not. I was told that I could exchange the fridge, but I must pay a $210 restocking fee and a $50 re-delivery fee again. This was NOT my mistake! I was given misinformation by the salesperson and the company is refusing to make the mistake right. I have tried several times over the last several weeks to get back in contact with the company and have not been able to get satisfaction in this case. I was originally willing to make an exchange and pay the difference in costs of the fridge., but at this point, I only wish to return the fridge and cancel the whole transaction. I would like your assistance in resolving the matter, as providing misinformation, and trying the pass on the cost of that misinformation to the consumer is bad business.Desired Settlement: I was originally willing to make an exchange and pay the difference in costs of the fridge., but at this point, I only wish to return the fridge and cancel the whole transaction. I would like your assistance in resolving the matter, as providing misinformation, and trying the pass on the cost of that misinformation to the consumer is bad business. A complete refund is the only outcome that will make me happy at this point.

Business

Response:

[redacted] was contacted by Sam Z[redacted] from our [redacted] location. He offered to reduce the restocking fee to 10% and the sale of a new unit at a discounted price. [redacted] accepted this offer so we are in the process of setting up the removal of the current unit and the delivery of a new one. [redacted] seemed satisfied with the outcome and if he has any additional questions or concerns he should feel free to contact Sam directly @ ###-###-####.

Review: We purchased our washer/dryer combo in 2009 April 27th. The sales person convinced us that we should buy their extended warranty service (5 year) for 219.95 dollars. He said for a purchase this expensive it is peace of mind since if the machine breaks down more than 3 times they will not even try to fix it they will give us a replacement machine. It sounded good to us. In our experience if a machine keeps breaking down in the beginning it is a good indicator for the future.

2009 October 12. we called Bray and Scarff - the machine was extremely loud, the drum was banging inside like crazy. They came and diagnosed the problem, ordered the needed parts (promise date April 1st. 2010!), and they asked us to call the manufacturer for repair because we have 3 years of manufacturer's warranty. After not hearing from Bray and Scarff for a couple of months I called [redacted] and scheduled a repair with their technician.

2010 February 12th the technician came, diagnosed the problem, ordered the parts.

2010 June 10. the parts came and got installed. The machine worked (Please not, that at this point I had hauled my laundry to the laundromat for almost 6 months!)

2010 July 26th I called [redacted] again because the machine started to have the same noise. The technician came on July 30th and said it was not THAT loud. (when we bought the machine it was whisper quiet now we can't have a conversation when it is turned on!).

2011 January 25th I called the service because it smelled like electric burn and the machine was unbelievably noisy!

2011 February 3rd the technician came and listed 3 problems that needed to be fixed. As much as I can tell we need the very same parts replaced over and over again.

2011 February 27th the parts came got installed but the technician realized that the air duct needed some work. He ordered the part later got installed. The machine never performed perfectly, it was noisy, we started it only when we were not home but I got tired of calling in and being told that it runs a little rough but it is okay???????

2012 July 5th I called Bray and Scarff ([redacted]s warranty ran out) because the machine worked randomly. On July 10th the technician came and diagnosed the machine, ordered 3 parts (including the plate that's been replaced twice already).

2012 August 29th they installed the parts.

2012 September 14th I called in because the machine was doing the same. It was starting and stopping as it pleased. The dryer came on randomly. In the end there was only one cycle (the whites) that would finish sometimes. The technician came on

2012 October 9th and diagnosed the problem saying the main control unit needed to be replaced. Also the burning smell came back. He had to order two parts that has been replaced multiple times before??????

We asked Bray and Scarff to replace the machine. It is obviously not built well. The very same parts keep breaking and I am taking my laundry to the laundromat for months for a lot of money. Also I have a baby now and not being able to do laundry when I have to is fairly inconvenient. Multiple times we called and went to the store where we bought the machine. They said they think the machine is bad and 90 percent of these machine got replaced in the past. Than after months of not being called back they called us and said [redacted] the warranty (3rd party) company has no intention to replace it. The machine is serviceable. I was surprised. We bought the machine from Bray and Scarff along with the warranty. They never said a word about a 3rd party company that is in [redacted] (!). We thought we are dealing with Bray and Scarff all along. We made our purchase with them because they are accredited by Revdex.com and have an A rating!

2012 December 31st I called [redacted] directly asking for repair or a technician who would assess the machine and possibly to have them to replace it.

2013 January 7th the technician came and diagnosed the machine. It needs 3 parts to be replaced (among it the main control unit!)

2013 February 14th technician came to install the last part we needed for the machine to work again.

2013 February 15th I tried to do laundry and the machine would turn on but would not do ANYTHING!

We called [redacted] they want us to call a different repair company. We called Bray and Scarff after all they sold us the unit and the warranty I would have thought they stand behind their promises. Mistake. At this point I am without a working machine again. I take my laundry to the laundromat and to friends and family we visit (fairly embarrassing!). My fear is that they are trying to drag this thing out until we run out of the extended warranty as well and I will be there with a machine that need hundreds of dollars worth of work a few times a year.Desired Settlement: I would like to be able to do my laundry at home, possibly with a machine that is quiet enough so we can carry a conversation while it is running. Everybody I know is very surprised by Bray and Scarff's conduct. All my friends and family recommended them when we were shopping around for our washing machine.

Business

Response:

Good afternoon,

The contract company ([redacted]) spoke with the customer on 3/25/13. The customer has been given an offer of replacement for the unit with one of [redacted]s online vendors. [redacted] is waiting for a response from the customer before proceeding. If the customer has any additional questions or concerns [redacted] should be contacted @ [redacted] or [redacted] of Bray & Scarff @ [redacted].

Fyi

Review: A brand new oven, installed on May 21st, failed to work on June 20th. Bray & Scarff's response time on a brand new appliance was interminably slow, stating that the reason for the delay is that I, the customer, am located in Virginia. With stores in Viriginia, and other customers in Virginia, it seems the company could establish a service center in Virginia to service it's Virginia customers. The over would be working today, IF the ordered part has been correct. Another fault mysteriously in the workings of Bray & Scarff's ordering department. Now, I am waiting on the second ordering of the part. I'm informed that the earliest the part can be installed, assuming it arrives in time to schedule, is Thursday. Fully 3 weeks since the first call to customer service about this very problem. It would be quicker to acquire a new oven.Desired Settlement: Expedition of repair. Although, it might be too late for me. I would like for Bray and Scarff to establish a more timely service schedule for it's Virginia customers.

Business

Response:

Good Afternoon,

Review: I ordered a microwave from BRay and scarf in November Some issues started appearing wiht a door switch in May but the microwave still workedI called Bray and scarff to schedule a repair hoping that with warranty issue I would get a quick turnaroundThe first available time was more than weeks after my callI waited but I still had a working microwaveThe technician shows up, changes the switch but blows the control board of the microwave when turning the power back onSo at this point I have a non functioning microwave due to an error from the Bray and scarff technicianThe Technician tells me that he ordered the parts and asked for a "rush" delivery that should be to business daysAfter business days without any news from Bray and Scarff I called for a status (on 8/4/14) and the person cannot give me an estimate on the part deliveryWhen I mentioned the order was supposed to be rushed, she says that there is no record of it when I tried to figure out when I can have a working microwave, I am told maybe in a week if the technician can make itwhen I said that it was unacceptable, I was told I would be transfered to a managerAfter a wait of minutes, I am told that the manager would call me back for futher information that same dayTowards the end of the day I called back asking if I could speak to a manager as promised in the morningI was told that managers are buse and would call me backWhen I expressed my disappointment with teh customer service I was just told there was nothing they could doBut still no call from the manager
My issues are multiple: first the products are no good quality if a switch breaks in less than a year
Second, a warranty repair should be done promptly and not wait more than weeks
Third, if I lose the use of my microwave due to the fault of a bray and scarff employee, Bray and scarff should try their best to make it up and get the parts as soon as possible and schedule a technician within a week of the incident
Last, when I am promised a rush order of to business days, then told that it was never rush and it should be to business days, I don't see the customer service.Desired Settlement: Bray and Scarff needs a way for customer to send feedbackThis long delay is not acceptable especially when the loss of use of the appliance is due to the Bray and Scarff employeeAnd when I call for a status I shouldn't be treated like an inconvenienceManagers that promise to call back should do it and provide a solution to the customer's issue
So I would like an apology for the lack of customer service and a manager to accelerate this repair due to the fault of Bray and ScarffIf one can order from Amazon and receive a replacement board for a microwave in days, I don't understand why Bray and Scarff shoudl take longerFinally, warranty repair and repairs due to an error of a Bray and Scarff employee should take priority in scheduling
Business
Response:
Good morning,

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 2 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 10 days for the part to come in. Only then could I schedule to have a repair man come out- another 2 week wait. If I had known that I would be without a dishwasher for 6 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.

Review: June 23, 2013

To whom this may concern:

Could the Revdex.com and the Maryland Attorney General help me expedite a timely service response and repair from the Bray and Scarff [redacted] branch for a brand new washing machine that has not been working?

I’ve been in contact with them almost daily several times over the past week, but between my experiences so far and similar experiences I’ve read about this branch since on [redacted] and Revdex.com, I don’t seem to be making any traction. I have already spent several hours on the phone with both Bray and Scarff and Whirlpool, and have had to take several hours off fromwork waiting for service appointments, so your help would be greatly appreciated.

Since the 1990s , I have bought nearly all of my major appliances from Bray and Scarff [redacted] and have not had any issues, which is why I continually buy my appliances from them. However, I paid $701.56 by credit card June 1, 2013, for a brand new Whirlpool Front Load Automatic Washer Model #[redacted] that has not been functional and continues to need repairs.

Here is the timeline:

06/01/2013 – Saturday:

I spent $701.56 by credit card to buy a brand new Whirlpool Front Load Automatic Washer Model #[redacted] from Bray and Scarff [redacted].

06/15/2013 – Saturday:

I installed the washing machine. (Since purchasing it, I had to paint the closet in the interim before moving the washer in. The washer was otherwise left intact in its original packaging.)

After installing, I saw that the machine wasn't working and was reporting a F23 fault code, so I called Whirlpool. Whirlpool was closed, so I called Bray and Scarff and spoke to a salesperson. The salesperson told me that per company policy I needed to schedule an appointment with their repair department, and that they wouldn't be able to do anything until their repair department looked at it.

06/17/2013 – Monday:

I called Whirlpool, explaining that the machine was giving me a fault code F23. They said that it was likely a water inlet issue and that I needed a certified appliance repair person to come. They were willing to schedule, but I said I'd call Bray and Scarff because they offered that service.

06/18/2013 – Tuesday:

I called Bray and Scarff to schedule a service visit for the following afternoon, Wednesday, June 19, during a 1 - 5 PM window.

06/19/2013 – Wednesday:

I took off work to be home between the 1 – 5 PM window they scheduled. By 4:45 PM, I hadn’t heard anything, so I called Bray and Scarff for a status updates, and was told the repairman would arrive shortly.

At 6 PM, I called again, but no one picked up.

A service person finally arrived around 6:45 PM. He called Whirlpool to find out what F23 meant, plugged in a wire, and said the machine was fixed. We left the empty machine running to complete its cycle, but didn't run any additional laundry yet that night.

06/20/2013 - Thursday

Around 3 PM, I saw the machine actually still didn't work, so at 3:35 PM, I called Bray and Scarff to inform them that the washer still didn't work. They said they had to schedule another service appointment.

At 3:57 PM, they called from a ###-###-#### number to confirm a 1 - 5 PM service window for Friday, June 21, which I agreed to.

06/21/2013 - Friday

At 9:16 AM, the Bray and Scarff service person calls while I was at work to say he's at the house. I explained that I was still at work and that Bray and Scarff had given me a 1 - 5 PM window. (He says his schedule showed a 8 AM - 12 PM window.)

I called Bray and Scarff again, whose receptionist told me that I was wrong and said I was scheduled for 8 AM - 12 PM. (I personally spoke with a woman from Bray and Scarff the previous day confirming a 1 - 5 PM appointment.) When I asked if the service person could return from 1 - 5 PM as scheduled, the receptionist said, "No, we can't, because we did nothing wrong and it's your fault". I asked to have a supervisor call me so I could reschedule, but no one called me back.

At 10:12 AM, I called Bray and Scarff again and spoke with [redacted] (Salesperson #**), our salesperson, who said that Bray and Scarff would call me to reschedule.

06/22/2013 - Saturday

I still hadn't received a call from anyone at Bray and Scarff to reschedule, so I called [redacted] again to inquire and ask what was going on. He repeated that someone would call, but as of Sunday, 06/23/2013, no one from Bray and Scarff has called to reschedule the service call.

We are requesting Revdex.com and the Maryland Attorney General’s help in expediting Bray and Scarff’s repairing of the machine.

I am happy to provide additional information. Thank you in advance for your help,Desired Settlement: Could the Revdex.com and the Maryland Attorney General help me expedite a timely service response and repair from the Bray and Scarff [redacted] branch for a brand new washing machine that has not been working?

Business

Response:

Good afternoon,

[redacted] has been in contact with **. [redacted]. As per **. [redacted]'s request a tech went to his home today. There is a part that is needed to complete the repair. [redacted] is working with **. [redacted] and the parts department to obtain the part as quickly as possible. Once the part has been received **. [redacted] will be contacted to schedule a time to install the needed part. If **. [redacted] has any additional questions or concerns he should feel free to contact [redacted] directly @ ###-###-####.

Fyi

Review: I purchased appliances and an extended warranty from the company. The freezer has not operated correctly for over 1 year. The first service technician incorrectly assessed the problem. The second technician diagnosed a different problem after about 2 minutes of reviewing the unit. That was in August. Since then, the company has cancelled my service appointment 3 times on the day that they were to come out.Desired Settlement: I would like this company to honor its service contract in a timely fashion and to perform the necessary work to complete the repair correctly so that no further service calls are required.

I would also like the company to provide adequate contact information, not just a fill in form, but email contacts for actual persons with supervisory capacity with whom complaints can be made on its website.

I would like Revdex.com to investigate the company's service history with customers holding extended warranties to see whether the company should not be disapproved by the Revdex.com.

Business

Response:

Good afternoon,

Review: Bray & Scarff's service department is inept and has not fixed a leaking sub-zero refrigerator for the last three months. It has involved at least four service calls and two that they

cancelled. The warranty ($500) only allows for B&S sub-zero repair people to show (Not sub-zero authorized repair people). I will never buy anything from them again, will spread the word to others and advise never to deal with their service dept.

The same thing happened with a dryer repair and I gave up and bought a new on from someone else.Desired Settlement: fix the broken sub-zeero or replace it

Business

Response:

Good morning,

The unit was repaired on 9/20/[redacted]3. [redacted] from the Repair Dept contacted **. [redacted] on 9/23/[redacted]3 and the unit seems to be working properly. If any additional issues or concerns arise with the unit **. [redacted] should contact [redacted] directly @ ###-###-#### X [redacted].

Fyi

Review: I purchased a wall oven on 11/29 from Store Manager, [redacted]. The oven was installed on 12/6. During installation the service person, [redacted], discovered that a fit kit sold to me by [redacted] was incorrect for the job. [redacted] adjusted the install procedure and was able to place the wall oven. As a result of the error, a different part is required to complete the install, a 30" x 6" filler. It took over a week to get [redacted] to order the necessary part. Once ordered the part was to be delivered and installed.

Complaint #1: The original install left a mess in my house. Debris, trash, broken drill bits were left in my kitchen. This was communicated on 12/6, but nothing was done; not even an apology

Complaint #2: A second install time was scheduled for the filler, but no one ever showed up. After I contacted the delivery department I learned that the part was not even in stock and should not have been scheduled for install. I took a day off work to support the install and lost that pay as a result.

After exchanging emails, phone calls, and even a visit to the store on 1/31 I have nothing but broken promises. The part is not installed, not delivered, and every promise I have from [redacted] or others in the store for a phone call has been unfulfilled. Most recently I went to the store on 1/31 and met with one of the two employees there that evening. I learned that [redacted] no longer works in the store and was told that this new person would look into it and get back to me the next day. Now, two days later... nothing.

Complaint #3: Lack of follow-though and extremely poor customer service. If a call is promised, then make the call.

After over 2 months since purchase this job has not been completed as promised, and I have emails to document those unfulfilled promises. This is unacceptable.Desired Settlement: Refund of $199.95 installation and completion of the job (delivery of 30" x 6" stainless filler)

Business

Response:

Good afternoon,

**. [redacted] has been contacted by [redacted] from customer relations. The filler required to complete the install has been put into place. **. [redacted] has also been approved to receive a refund of $199.95. This refund will be processed no later than 26 Feb 2014 in the form of a check. If there are any additional questions or concerns **. [redacted] should feel free to contact [redacted] at [email protected].

Fyi

Review: I am writing regarding the poor quality of the service department at Bray & Scarff. I have had countless problems with scheduling appointments and have had to make numerous appointments to solve the same issue. The technicians are never provided with the proper part needed to fix my appliance, regardless of the detail of information I provide to the service department representative at the time I request the appointment. They have required the technician to come to my home to diagnose the problem, and then make a return trip, sometimes as long as a week later, to actually complete the repair. I purchased an extended warranty that is of virtually no value whatsoever.Desired Settlement: The company should believe the customer as to the nature of the repair and send a properly prepared technician to complete the repair in one appointment. Customers should not be inconvenienced to have products purchased from Bray & Scarff repaired.

Business

Response:

Good afternoon,

The unit was repaired on 6 May 2013. [redacted] from the Repair Dept talked with the customer on 7 May 2013. The unit seems to be fine and the customer is OK. If there are any additional concerns or issues please feel free to contact [redacted] directly @ [redacted].

Fyi

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The repair that was the reason for the complaint has been resolved, but the issue with Bray & Scarff's service department has not. It took far too many phone calls and repeated appointments to have the issue fixed. The company policy that requires at least two visits per repair is unacceptable. The company should do more to prepare the technician, i.e. with proper parts in hand, on the first visit. The repair tech is always pleasant and professional, but that is not the norm for the other employees that must be dealt with to schedule a repair. I should not have to leave 5-7 phone messages to speak to supervisor, and it should not take a Revdex.com complaint to resolve a basic repair. The gentlemen I spoke with following this repair was pleasant and was concerned that I was happy, but it was a bit too little, too late. The exact requirements for repairs are not specified in any literature that is provided when appliances and/or maintenance agreements are purchased. They are eager to collect the fees for extended warranties, but care little about fulfilling the terms of said warranties.

Regards,

Business

Response:

Good morning,

[redacted] has been contacted by [redacted] the Manager of the Repair Dept. She has been given the ability to contact [redacted] directly going forward to resolve any additional issues. Unfortunately because of the many different brands and product types we service it is not possible to have every part for every unit on hand or in every van. [redacted] will make every attempt to order the necessary parts to complete any additional repairs prior to the service tech's initial visit provided the parts can be identified via a phone conversation. The customer should be aware this would be an "educated" guess based on the information provided by her and the tech may still need to obtain additional parts to complete the repair. We understand the customer continues to have some concerns but we are making an effort to keep the concerns to a minimum.

Fyi

Review: We signed a contract and installation agreement for a kitchen renovation on August 3, 2013. Work commenced the end of September 23, 2013 and was to be completed by 11/07/2013. The designer, [redacted], assured us that we would have a final walk through with the supervisor, [redacted] and us. To date, a final punch list of items to be finished, has not been completed. Additionally, a notice of violation from the [redacted] County Department of Inspections, Licenses and Permits was received. Bray and Scarff representatives assured us that they would take care of project management as part of this renovation. We had to coordinate a final inspection and meet with [redacted] County, which involved taking off work and walking through with the inspector. We are also coordinating services through a local company to re-install our microwave (purchased through Bray and Scarff) and our dishwasher that was improperly installed. We have also replaced a leaking faucet hose and a door which was cracked during installation ourselves. We have called and emailed numerous times with no response. However, the Bray and Scarff billing office did call last week and wants us to make a final payment for the work. We are dissatisfied with the poor service and installation services. This is not what we expected or what we were promised during the sales pitch!Desired Settlement: Since we had to arrange a final inspection ourselves and take off work (loss of a days wage); installed a door and new faucet hose assembly; hire an appliance contractor to address microwave installation and re-install dishwasher, we request that the last payment be waived.

Business

Response:

Good Afternoon,

Review: Our dishwasher is broken. The company has been unable to order the correct part to fix this appliance twice. They are unable to explain why they are unable to order the correct part.

Business

Response:

Good afternoon,

The correct parts have been received and checked by the technician. The customer is scheduled to have the parts installed this Thursday 5/9/2013. [redacted], our Service Manager, will follow up with the customer after the repair is completed to make sure everything is in working order.

Thank you,

By far the WORST company to deal with EVER!!! Purchased a KitchenAid refrigerator from them last November and the freezer has never worked. Have had service techs out multiple times and it is always the same story, "Oh I need to order another part!" Have tried multiple time to get the manager on the phone at the call center and every time am told they will call me back. Guess how many times I have actually gotten a call back from the manager? You got it, zero times!

Review: I purchased a service contract on my wall oven. The glass on the inside of the door shattered and I requested a service. Three weeks later they had still not completed the repair. I called every week and never received a call back. They never sent out a technician and did not order the glass for over two weeks. Two days before Thanksgiving they advised me they had the wrong part, and offered no help to resolve this issue. I paid over $500 for this contract, and feel they have woefully failed to keep up their end of the agreement.Desired Settlement: I want them to fulfill their contract

Business

Response:

Good morning,

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.

I will never buy a product from Bray & Scarff ever again. I purchase a washer/dryer from them and in January called because the dryer makes a loud vibrating noise. Over the months they kept sending the same tech who told me "to live with the noise", nothing is wrong, etc, my units are stacked and they would send one tech and when he arrived I was told I can't do anything this job requires two techs and would leave. I would have no show appts, or the when I called to fine out why they would say it rained and traffic is bad can't make the window. It is now almost May and the problem has finally been diagnosed but I still can't get them to show up to fix it. This is in addition to being told off when I call, being called out of the blue and asked for a serial number off the dryer and when I ask why being told "just give it to me" and being ignored as no one wants to deal with me anymore. My warrantee is about to expire and I believe they are purposely pushing this to the end so they don't have to fix it.

Review: My husband and I purchased a [redacted] suite of appliances (Refrigerator, dishwasher, oven and venting microwave) in February of 2013. Everything was delivered and installed on time. We started experiencing problems with the refrigerator in June 2014, only 16 months after purchase. We called our home warranty because Bray and Scarff only offers one year warranty with purchase and there was no need to purchase and over $500 extended warranty for brand new appliances when we have a home warranty that will cover our appliances. We were told that the issue was a "defrosting plate" that needed to be replaced (yes replaced not repaired on a 16 month old appliance) and it would need to be ordered. This part has been on back order since June, it is now August and it has been pushed back again to November. I contacted Bray and Scarff to see if they had any buy back plans or any recourse for replacing this lemon. I was told by the manager (or he said he was the manager) of the Columbia store that they don't manufacture the machine so its not their problem. Bray and Scarff knows fully that this machine is a lemon and still sold it to us and now wont do anything about it only 16 months later. We chose to purchase from Bray and Scarff because they are supposed to be "specialists" and knowledgeable about appliances, but all they want to do is take your money! A consumer report search showed that this refrigerator is a complete lemon and Bray and Scarff knows it! The part is on manufacturer back order because of the volume of replacements needed, so even Bray and Scarff's repair department can't do anything to fix this ever.Desired Settlement: We would Bray and Scarff to replace this refrigerator! There is no reason to repair a lemon, just for it to break in another couple of months. I know I will most likely not get a replacement or apology for my treatment after spending over 5 thousand in your store, but I want you to know that your business practices are unacceptable. I will continue to work with my warranty company until this is resolved even though they didn't sell us the lemon!

Business

Response:

Good morning,

Review: Purchased a gas range and installation services. WSSC failed the installation because a carbon monoxide detector required by code was not present. Contacted Bray & Scarff and was told I needed to purchase the CO detector because they didn't carry them. Their contention was this was a new code requirement and they weren't aware of the requirement. I purchased the CO detector and attempted to reschedule the inspection with WSSC. WSSC informed me Bray & Scarff needed to pull another permit before I could reschedule. Contacted Bray & Scarff and was told they would get the permit. I've been waiting for 2 weeks to receive the permit with no results. I've been in contact with this company 5 times to resolve this. Original installation 8/2/2013 now 9/10/2013. All avoidable if Bray & Scarff informed me up front the CO detector was required and they would not provide.Desired Settlement: Provide the permit so I can schedule the re-inspection with WSSC. Understand the code requirements for the services you propose to provide.

Business

Response:

The customer has been contacted and a technician is scheduled to go to the customer's home on Oct 10 to correct the situation. If there are any additional questions or concerns **. [redacted] should feel free to contact [redacted] directly @ ###-###-####. T

Review: There really should be an option to select multiple complaints. We have complaints with defective products, delivery issues, and repair issues, all over a one year period with Bray and Scarff.

We bought a new home in June 2012. As a result we bought several appliances from Bray & Scarff - a Kitchenaid refrigerator, a Kitchenaid dishwasher, and a Whirlpool upright freezer. We have had issues with all three appliances, although the freezer is the primary source of complaint.

First, the dishwasher was delivered damaged, and a new one had to be ordered, which took several weeks.

Second, the fridge has had at least two service calls due to pitting on the "stainless" steel exterior, and has already had one door replaced. This process took multiple service calls.

Finally, the freezer. The freezer arrived weeks later than promised, and was damaged upon installation (dented door). We agreed to accept the freezer with the small dent. Below is a list of things that have gone wrong with the freezer during the year we have had it:

1. Door lock installed backwards - new door ordered

1a. Uninsulated door delivered - had a second fridge door sitting in our basement for at least a month while service procured the correct item - please note that the initial door itself took several weeks.

2. Uneven freezing in the unit - this required multiple visits (at least four from June - January), and has not been fixed. The bottom of the fridge is cold, but the top shelves do not function properly - recently we opened the fridge to find the top shelves barely cool. All of the food on the top shelves was ruined, as has happened before after Bray and Scarff has made "repairs" to the unit.

Bray&Scarff service staff has ranged from inaccessible to incompetent throughout this process - frequently unaware of the repairs needed, unequipped to fix the issues, or worse yet, cancelled service calls at the last minute - as recently as today, in fact. Throughout the more than four service calls on this issue, we have had multiple appointments cancelled, and the problem persists. Our salesperson has been the only responsive member of the B&S team so far as our complaints have been concered, and we have resorted to reaching out to him in order to spur action from the service side of the house. Don's efforts have resulted in call backs from service, but have not been able to deliver us a functioning product.

Bray & Scarff has been proactive on one count though - they were very interested in contacting us - to sell extended warranties on the products we purchased! Needless to say, we would just like the products we have purchased from B&S to (a) work as promised, and (b) be repaired correctly, in a timely manner while under the initial warranty.Desired Settlement: We request a replacement deep freezer, as multiple fixes throughout the year have not resulted in a properly performing unit. We also request reimbursement for the food ruined when the most recent Bray & Scarff provided repairs did not work. We will update the complaint with pictures of the food and an itemized list.

Business

Response:

Good afternoon,

Review: We have a barely one year old Kitchen Aid dishwasher with an extended warranty. The dishwasher broke near the end of June and they sent a repairman out on July 3. He said it would take "five to ten business days" to get the part and that they would then call to schedule the repair right after that. It's now August 9. I've called repeatedly and been given different excuses for the delay: 1) It's because of the holiday 2) It's because you have an extended warranty, those take longer than "regular" customers 3) The parts department didn't follow through when we asked them to track this 4) The part is on back order, it's the suppliers fault, we have no control over that.

I've called them repeatedly. They promise to follow up and get back to me. They never have. I have emailed their customer service and received no response.Desired Settlement: Finish the job and fix my dishwasher!!

Business

Response:

Good afternoon,