Bray & Scarff Inc

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: The 2year old [redacted] washing machine purchased through Bray and Scarff stopped working* The repair technician came out under the 5-year extended warranty* He was unable to perform any diagnostics beyond turning the machine off and on* He called [redacted] and was unable to clear the error message* After 15-20 minutes of pressing button with the machine turned off, he left* I called Bray and Scarff service center, I was then referred to [redacted] the service contract holders; who stated that they need to be called first for a work order number to be created and they sent me back to the service center at Bray and Scarrf* The manager at Bray and Scarff informed me that it is not necessary to go through [redacted], and that another repair technician would be sent* The manager stated that it is standard procedure for repair technicians to call the manufacturer and not know what the error codes mean.Desired Settlement: Service in a timely manner, with arrival within the stated repair window, and service by qualified technicians who are able to fix or diagnose the problem within 1 visit.

Business

Response:

Good afternoon,

[redacted] requested another service company to come out , as she did not feel

our technician was qualified* NSI assigned the call to [redacted] on 2-20-14. They diagnosed the problem as a main control board. [redacted] installed

the part on 3-10-14 and was able to repair the unit.

We consider this complaint as resolved.

Thank you,

my in laws bought a fridge from there and bought the warranty a 5 year warranty. after 13 months of use the fridge has had 3 different problems , or diagonsed with three different problems. try calling the company is like calling the embassy, good luck getting an answer. I was told that because it had been a year that the warranty is not valid and it goes to " a contract", so I called the "contract" company and spent 25 minutes on hold with no answer in site. I called the next day, and spent another 20 minutes on the phone. two weeks no fridge we had to go out and buy a mini fridge. one of three things needed to happen , is what I told the people I talked to , either our money back, a new fridge or fix it nowwwwwww. good luck with this company , what a joke

Review: I called Bray and Scarff the last week of May to report the ice maker on my refrigerator was not working. October is right around the corner and the issue has not been resolved despite numerous phone calls, letters to the VP of the company and going on six days taken off work to get the problem fixed. Over the past four months I have had unreturned phone calls, incompetent repair men, no show repair men, wrong parts ordered, wrong parts installed. The most unbelieveable was a letter to the VP of the comapny detailling months of issues trying to get this issue taken care of and NO response. Once I checked out the reviews on this company so many people had the same issue I had so maybe they just don't care. The initial sales people are good but the appliance repair division is a joke. I had fully itneded to have a kitchen installed this fall by Bray and Scarff but I have changed my mind and have contacted a competitor to do the work.Desired Settlement: I would like an e-mail from someone in the company but I know that won't happen...so JUST fix the item!

Business

Response:

Good afternoon,