Bray & Scarff

Excellent. They came an hour early. Took down the necessary doors to the outside and inside. Removed the doors on the old 25-year-old refrigerator. Took it out. Brought in the new one, installed it perfectly. and then put all the doors back on. The refrigerator we bought was carefully researched before we purchased it. Price from Bray & Scarff Bowie was exactly what we expected.

I purchased a clothes washer at the end of October 2022. One month later, the washer stopped working. I called Bray and Scarff and they sent a tech out. The motor needed to get replaced. They ordered a motor and came back out to install. That did not work either. I have been told that since it WAS working, they need to try to repair first before they replace. I paid a premium for my machine. (I have since learned) and this has been awful. The store has tried to help but what has been a nightmare is the "escalation manager". Candace literally screamed at me, saying she has 15 different messages regarding this. I need to wait until she hears back from Whirlpool as to what can be done. Certainly the rudest person I have ever dealt with. I paid $1300 for a washer that is nonfunctional but SHE is upset? Awful. At this point, I just want my money back. I have been fighting them for two weeks on this. I cannot do laundry. Terrible company.

We purchased a top of the line Jenn-Air oven from Bray and Scarff in Bowie, MD about a year and a half ago. We also purchased, at a significantly extra cost, the five year warranty that Bray and Scarff offers on all applianced purchased through them. The first thing that went wrong was that they delivered us the wrong oven! Instead of the top of the line Jenn-Air, they sent us the next lower model. They were very apologetic, and they offered to take $1000 off the price, if we’d be good sports about it, and just take the oven they delivered. It seemed like and equitable deal at the time. In the year and a half that we’ve had the oven, they have been out to service it four times. On two separate occasions, we’ve gone without an oven in our home for two months at a time while, according to their claims, Covid-19 created supply line delays in getting parts to fix it. In other words, an oven that we’ve had installed in our home for one and a half years has spent half a year not working! The last thing to go wrong with the oven was that it randomly locked itself with food inside, during a dinner party! There was no way to get the food out, and there was no way to turn the oven off either, except for turning off the breaker. Succinctly put, we were given a runaround by the sales people, and then we’ve been given multiple runarounds by the service department in Bowie. They initially installed the oven incorrectly; they’ve made appointments that they didn’t keep, and they’ve scheduled appointments unilaterally without telling us. They are completely inept, and you should stay well away from Bray and Scarff in Bowie, MD. We will never do business with them again.

Not well. I guess they learned something from the situation of another Angi reviewer, so they recommended I hire a plumber to replace the shut-off valves, rather than try to turn the stuck knobs themselves. It's frustrating to have a dishwasher I can't use sitting in my kitchen... now I"m searching for a plumber to do the necessary work. While I appreciate not having a flood in my house, I really thought ordering from Bray and Scarff would mean getting an installation team able to deal with such situations... Would feel better about the situation if B & S had offered a plumber reference.

This project was not a full remodel. We were simply replacing the old appliances and putting in a quartz countertop in place of the original formica (or similar). The replacement of the countertop is subcontracted out, and the company they use was terrific. Dealing with the appliance installation? Brutal. The appliances were delivered in the morning, and the cooktop and double over installed. They left the dishwasher in my living room unopened and didn't say when they would be back. I had to call the scheduling department and yell at them; finally got them out 6 am the next morning. There was a possibility of some rebates, but they managed to void them by not processing the invoices correctly. I got them by putting a hold on my American express payment - in other words, I didn't get them from the manufacturer but from the retailer. I would never even walk into their store again. You can get the appliances anywhere for the same prices.

We contracted with Bray & Scarff for a full kitchen remodel in September 2018 and a partial bathroom and laundry room remodel in December. Between these projects and appliances we purchased, we have paid in full nearly $100,000. Neither project is fully completed 8 months later. The decision to go with Bray & Scarff for our remodeling needs was based on a promise of high quality, oversight and excellent customer service. The reality has been very different - poor project coordination, numerous and repeated mistakes, endless wrong and missed orders, wrong deliveries, and totally unacceptable customer service. 5 pieces of kitchen cabinetry and all bathroom and laundry cabinets had to be reordered due to wrong measurements, plus mistakes in overlay and profile. Our Cambria quartz countertop arrived with 5 chips/cracks and has required one additional repair since. We have never experienced such a litany of problems, broken promises, unfulfilled assurances, lack of attention to detail and excuses that usually devolve into blaming others. Given the size of our jobs and multitude of issues we have faced, the most frustrating aspect has been the total lack of customer attention from senior management despite repeated outreach (including the CEO and VPs). All we received have been occasional expressions of appreciation from Bray & Scarff middle management for our understanding and patience and assurances that everything would be fixed in short order. After that the problem is handed off to staff, nobody takes responsibility to follow through, and the delays go on. On the basis of what has become an intolerable interaction, we cannot recommend Bray & Scarff for any remodeling jobs.

We just had our new KitchenAid Dishwasher installed. The installer – Richard – was professional, polite, and made efficient use of his time. He answered all questions we had and tested to assure the machine worked and there were no leaks. Our initial contact with Bray & Scarff was via online chat with Butch. That chat lead to a follow-up telephone call and purchase. Butch was very helpful and gave us a great deal. We dealt with Steve via telephone and email for delivery arrangements and he too was great to work with as well If the new dishwasher performs as well as Richard, Butch, and Steve, I think well be very satisfied for a long time. This is our first transaction with Bray & Scarff but it most likely will not be the last and we’ll have no problem making referrals.

Not great - installation crew showed up late on Friday night - about 5:30pm unprepared (despite a preliminary visit) and then broke off the water supply valve for the dishwasher which required the whole house water supply to be turned off Friday night for 24 hours until 'we' could get a plumber in to fix it on Saturday. They did pay for the plumber. On the next try with a different crew a few days later both the oven and dishwasher did get installed properly.

Sales team fine - we used the Bray and Scarff at Tysons Corner. Post sales service awful - you just have to pray there is not a problem with your purchase. At installation the dryer tripped the breaker - the installation guy couldn't see anything wrong with the machine. We consequently got our contractor's electrician to come and check all the new wiring and the breaker etc. - after inspection he concluded it had to be the dryer. Technician came out several days later and could not figure it out - said it was potentially a faulty control board, that he would submit his report and they would get back to me. Then nothing. I kept calling the sales guy who promised he would get back to me and never did. Now its two weeks and I haven't been able to do any laundry. This is outrageous.

I am now getting calls about my warranty. The salesman there was excellent.

We contacted Bray and Scarff and asked what they could do to address the problem since the bulletin was issued so soon after we had purchased the refrigerator from them.   We had already obtained the part directly from Whirlpool, we were willing to pay for labor, and were asking only that they waive their $100 "trip fee"

We called the sales shop and they told us to call the service repair line.  The repair office supervisor was absolutely unwilling to consider our request.  She made statements along these lines:

You can't expect us to know about all the manufacturer service bulletins for products that we sell.

We didn't get that service bulletin from Whirlpool in 2013; we only got in 2015.

We can't be expected to notify all our recent customers that they purchased a faulty product from us in the last 6 months.


The whole point of using a local chain like Bray and Scarff instead of the big box stores is to actually prevent this kind of problem.  But don't bother, they will give you the same run around as the big box stores.

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Michael Stot, is one of those rare professionals who really cares about his CUSTOMERS and their products, most
importantly his PRODUCTIVE RESULTS !

Michael excels in the CRITICAL categories listed below:

Prompt: ON TIME, he calls 30 minutes prior to his scheduled arrival and always hits his deadlines !
Pleasant: Michael Stot is extremely positive and pleasant !

Professional: He is extremely well trained and informed, he also communicates complex 'tech-talk' into easy to
understand and apply instructors for the proper utilization of our state of the art additions to our new Kitchen !
Sometimes service contacts seem to be useless and expensive, but at Bray and Schaff they have proven to
be CRITICAL and a great addition at a reasonable rate, to the wonderful installation provided by SOLSTICE of Crofton Maryland !

#1. BEST experience I have ever enjoyed as part of a very extensive and very involved process of upgrading our Kitchen appliances!
Batch Affeldt, Listened, Learned and REACTED.
He offered valuable insights and recommendations to enhance and improve our home sweet home.
Truly a dedicated superbly qualified primary asset in our search for the perfect element to insure our 100% satisfaction with this MAJOR renovation.
Our installer will once again be 'SOLSTICE' Crofton Maryland and they have already installed a complete, functional and beautiful
Master Bathroom !

On top of having excellent customer service throughout the sale, they have very competitive prices. They assisted with getting BGE rebates and provided all information in a timely manner. They service everything that they sell. The service contracts seem reasonable and if you don't use them, you get credit back at the end toward a new appliance. I typically don't buy service contracts, but with all of the electronics in appliances nowadays they can be expensive to repair and are more susceptible to power surges (covered by the service contract).

AS YOU CAN WELL IMAGINE HORRIBLE. WENT TO BRAY AND SCRAFF ONLY BECAUSE SEARS IS NO LONGER THE PARAGON OF PERFECTION FOR PRODUCTS AND INSTALLATIONFOR MIDDLE CLASS AMERICA, AS THEY SUBCONTRACT; B/S SAID THEY HAVE THEIR OWN.MYFIRST DAY THERE THE SALESMAN SAID HE WAS NOT INTERESTED IN ANGIES LIST; SHOULD HAVE LEFT THEN.HE IS INTERESTED ONLY IN BBB. WHEN I CHECKED ANGIES LIST FOR QUALITY HAD NO IDEA I SHOULD EVALUATE THE SALESMAN.BELIEVE ME ONE SHOULD. HE TAKES HIS PROFESSION TO A NEW LOW AND WOULD NOT RECOGNIZE THE TRUTH IF HE WERE SLAPPED IN THE MOUTH WITH A BIBLE!!!!!!!!SAYING ONLY HE HAD NOT BEEN IN MY HOME; NEEDS HAD BEEN DISCUSSED IN DETAIL; HE,MY DAUGHTER AND I INITIALLY SPENT APPROXIMATELY 2 HOURS OUTLINING NEEDS AND TECH.TOOK PHOTOS.SAID HAD NOT SEEN THEM WHEN WE MET WITH HIM INSTEAD OF MANAGER WHO WAS NOT THERE FOR APPOINTMENT. $490.36 FINALLY CREDITED TO MY CHARGE ACCOUNT. HOPEFULLY, I WILL BE ABLE HAVE A PRIVATE COMPANY INSTALL W/CABINET, THE MICROWAVE I FINALLY PURCHASED FROM SEARS. Band S DID INSTALL THE RANGE.THIS HAS BEEN A HORRIFIC NIGHTMARE;SOON BE 81 YO; LIVE ALONE AND HAVE SIGNIFICANT HEALTH ISSUES. WHAT HAS HAPPENED TO WORK ETHIC?TOP MANAGEMENT AT Band S NEEDS TO DETERMINE WHO IS RUNNING THE 'SHOW' IN BOWIE AND PERHAPS DEVELOP A SCRIPT FOR THEM.

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UPDATE: PLEASED TO SAY THAT BRAY AND SCARFF DID NOT CHARGE FOR ONE OF THE TECH'S VISIT.==7/15/11

Bray and Scarf were great to work with. We shopped around and they met our lowest price. Delivered on schedule. Even allowed us to change out a chimney hood for a different model after delivery when we determined that the one we picked would not work as well in the kitchen as we originally planned. Chuck McBride, our salesman, was a great help through the very long process of picking appliance, buying and then having them delivered.

In preparation for a total kitchen remodeling project, I visited Bray and Scarff, Lowes, Cabinet Discounters and Home Depot. Bray and Scarff were the only company to charge a non refundable fee [ $250 ] for a kitchen design. The fee provided no information that was not provided for free by the other companies. Bray and Scarff's designer, David Kapp was knowledgeable. I actually installed a granite counter recommended by Mr. Kapp, who however made me uncomfortable with his post interview phone calls which solicited me to quickly make a decision regarding my purchase. I ultimately decided to purchase my cabinets and counter from vendor other than Bray and Scarff. A determining factor was Bray and Scarff's cost which was higher than all of the other vendors

I thought the sales representatives were very knowledgeable. They took their time and were very patient to answer all of my questions. They were very considerate and reasonable on prices. They delivered at the time they said they would deliver. They weren't late. They showed up right on time. They got the work done quickly in one day and left.