Bray & Scarff

Purchased KitchenAide gas range from Bray & Scarff in Rockville, MD. Paid a $49.99 delivery charge and a $249.99 installation charge. Was given a 4 hour install time window (10am-2pm for Friday). At 4:00pm, installer called and would be 2 more hours. At 6:30pm, we reached out to the installer... they finally rescheduled for first thing Saturday. Finally after being late on the Saturday timeframe, they arrived. During the install of the slide-in gas range, they shattered the glass front door on the new oven ... Solution by installer: Taped it up with cardboard, and said they would order a new door and was told it would arrive ASAP. It is now Wednesday (Thanksgiving eve), and NO NEW DOOR on the stove. Doesn't feel safe to cook a turkey in with a cardboard "door" I reached out to the store sales team more than once, and have NOT received a call back... Very disappointing.

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After spending $100 for an estimate on an ice maker repair, a few weeks later, with no estimate in hand, I call. The quote is, and I don't have it in front of me so this is by memory only, $600 (on top of the $100 already paid - total cost $700)!  To replace our ice maker and a control panel card in the back of the fridge. 
Hmmm. .. I say.  "Can you give us the part numbers?  We'd like to explore doing this ourselves."
"I'm sorry, ma'am.  Our policy is to only give out part numbers if you put down a deposit to do the work."
Ok. . .  Now I'm getting a little steamy. "We paid $100 to get the fridge diagnosed. Are you saying you aren't now going to give us the diagnosis unless we do the work with you?  If that's the case, you should have been clear about this before you came out."
To his credit, the person on my phone did see my point. "You might want to call my manager," he suggested. 
3 messages later I finally got ahold of her. "We've been trying to contact you." 
"Really," I think, that's interesting. 
To her credit, she did give us the part numbers. My husband fixed the fridge. Total cost to us: 
$100 - Diagnosis by Bray & Scarf
$180 - Parts
Done.  And done with Bray & Scarf.  Next appliance shop we will check out another vendor. 
Oh, and when I suggested $700 was a lot to pay for an ice maker on a fridge that cost us on sale less than $2,000, they mentioned, "Well, you could always buy a new fridge. . . . "

• Arrived late, 2 hours after end of appointment window. Poor communication.

Spent 4 minutes looking at refigerator; diagnosed problem (incorrectly, as it turns out) as a thermostat issue.
Said  it would take a week to order the part and another week to schedule a follow-up appointment to install the part.
I called the next day to move forward with the part ordering, and the technician hadn't turned in his paperwork, so the parts department couldn't help me.
Poor customer experience all around.  Turned to another company to properly diagnose and repair my fridge.

Contacting Bray and Scarff has been difficult.  You stay on the line forever when you finally reach someone there is a long wait for scheduling the repairman.  The repairman comes and decides you need a part and again a long wait to receive the part.  No chance of scheduling until part arrives then again a long wait.  Express frustration and ask to speak to a manager and of course he/she not available but will call you back tomorrow.  No return call from manager.  Have tried to reach manager on several occasions with no luck.  When repairman is a no show (8-12 has not arrived by 2:00 and you have another committment and must leave)you ask to be given first appointment next day told that he is fully scheduled for tomorrow and can't do it but will check with manager.  No response!!!!!!!!!!
Purchased from Bray and Scarff because expected better service from a small company.  Was willing to pay more for the service. Never again will just do business with the big box stores.

It turned out really good. The workers were really good and really nice. They left the area clean. They were right on schedule. Whenever they scheduled anything, they would come within a few minutes of the time they said. They would get the work done when they said they would.

Excellent communications on delivery.  Arrived when scheduled and were very professional.

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I liked the company and the sales people.  I think they’re responsive and easy to work with.  I would give them the top grade.  Their prices are comparable.  They’ll match any pricing that is out there.

The provider was supposed to fix my Fisher Paykel dishwasher. Both times the "repair person" was at my apt he left without ensuring the dishwasher was properly fixed. The lady at the office was rude to my girlfriend who called to see what the deal was and told us we have to call back on Monday. W**?!?! Call back on Monday?!?! I spent nearly $2k on this dishwasher and this is what I get? Don't buy anything from these people. Buy your appliances elsewhere. I should have checked angles list before I gave these people so much money just to crapped on.

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Do not ever use this company to repair anything.  Not even a broken light bulb.  This is by far the worst customer service experience I've ever had.  I called them in the beginning of July to fix my ice maker.  I finally got a refund check at the beginning of December because they could not fix my ice maker.  I called a different repair company who diagnosed it over the phone, came to my house with the correct part, and fixed it in 30 minutes.
The Bray & Scarff repairman was incompetent.  He had no idea what he was doing and was just fixing parts in sequential order of most likely causes.  He broke a different part in my freezer while trying to remove the ice maker.  He told me there was no way to troubleshoot the broken part and this was the standard protocol (even though the other guy troubleshot over the phone with me).  He replaced two parts in my freezer and came three times.  
Their customer service staff is incompetent.  They never called me when the first part came in, so I waited a month.  When I would call to speak to a supervisor, they gave me a canned response: "The supervisor is not available right now.  Can I get your number and they will call you back by the end of the day?"  I got this at least three times and of course they never called me back.  They even made me send them a picture of the part the repairman broke I'm guessing to prove that it was broken.  Either that or he didn't remember which part he broke.
They gave me all kinds of excuses like "you must have fallen through the cracks" and "remind me who you are again.  we get thousands of calls per day." and "we're just so busy.  Sorry I didn't call you back."
I must have wasted over 5 hours of my time waiting for the repairman and calling customer service.  In the end, they should have paid me.  Finally, we I spoke to a manager after getting two brand new parts and still having a broken ice maker, she says to me "What do you want us to do?"  I asked them to refund all of the money I paid to them already ($350).  I'm completely surprised that she agreed, but this must happen a lot.  She says I'll get my money in 7-10 business days and "how did you pay again?  we'll either refund your credit card or write you a check."  I call asking where my check is after 11 business days.  The manager says to me "Remind me what happened again.  We get a lot of calls."  After I reminder her, she says "Oh!  I sent this to accounting today.  They are in a meeting right now.  I'll call you back when they are out with an update."  Of course she did not call me back.  About a month later, I get a check in the mail for the full amount (again surprised they got something right).

The technicians who came were very nice, but not competent. The store Manager said he was "on my side", but was unable to deliver on the service promised. He explained that they knew that this was not the right team to send, but they were sent anyway. I took a day off from work for nothing.
it obviously would have been better for them to call me and re-schedule when the right team was not available.
I asked them to take the dishwasher back and give me a refund, and they agreed.

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Pretty good. Delivery was closer to the start of the delivery window and they called beforehand to say they were on their way. Dishwasher was damaged in the shipping - which they pointed out - so they did not install. Took awhile to get a replacement but delivery and install was on time and done well.

The Bray & Scarff  service department is THE WORST EVER!  I feel like picketing outside their Rockville store, to warn customers what they'll be in for.
My washer (with a 5-year warranty) broke after just four years. I had bought it from the Rockville store. I had to wait two weeks for a Bray & Scarff  serviceman to come and diagnose why the washer wasn't working.
The B &S serviceman came on April 14, 2014. He said it was a problem with the outer tub and the pressure switch.
 The B & S serviceman  told me that the company that's responsible for the warranty (NSI) would decide whether to repair the machine or replace it. He said it would probably take about a week.
Well, I had to wait 26 days to get the washer. B & S  finally delivered it today, May 10th. 
During that long 26-day wait, I called the Bray & Scarff Service service number (301) 470-750 at least twice a week, to ask them when  the washer would be delivered. 
What I was usually told was:
 "We'll get back to you tomorrow."
Bray & Scarff's explanation was that they had to wait for NSI to approve the washing machine replacement. There was also a mention of an email between NSI and Bray & Scarff getting lost. Communication between the two companies seems to be extremely poor.
After more than two  frustrating weeks of calling Bray & Scarff,  I finally got a competent and helpful person named Madison who promised (and kept her promise) to call me everyday at noon until the washer delivery was scheduled. 
After Bray & Scarff finally got the OK from NSI, then things moved swiftly. Gary from the Rockville store called me to schedule the delivery. They delivery men came today - at the scheduled time. So finally, I have a washing machine.
But I will NEVER AGAIN buy anything from Bray & Scarff again, because dealing with their service department is a nightmare!

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Our initial delivery was scheduled for December 13. We had two instances of "it wasn't on the truck" and two damaged dryers. After being alerted by the delivery guys (when the washer was delivered on Dec 20) that the standard dryer cord wouldn't be long enough, we'd asked the store to order us an extra long power cord - that didn't happen. So even if we hadn't received two damaged machines, they would have been unusable. When I checked in to see if it was ordered for the Jan 31 delivery, Bray and Scarff's response was, "We did order the cable, but.... as I mentioned is not easy, they are rare, that's why i advice him to look for one at Lowe's or Home Depot." One would think that an appliance store would certainly have better connections for finding one than an individual. Additionally, "hard to find" means they are not available at big box stores (I found one at Tribles). This was just indicative of the experience.
As of today, we did finally receive a credit for this ridiculousness and for the extra long cord that I purchased.
The only bright spot off this experience has  been the delivery guys. They were professional and knowledgeable and were the ones who alerted us to the need for an extra long cord. We were horrified to learn that they aren't paid for their work unless the machine is actually delivered. So for four trips to our house, they were only paid for two. Perhaps this is standard practice, but I find it shameful.

delivery personnel are not a positive reflection of the company.  Their care and professionalism left much to be desired.
The sales experience and in-store experience are second to none and is the reason to buy from this company.
I cant say enough about the actual sales experience.  Extremely professional and positive overall.

The full story is above -- but just to be clear --The showroom was fine; the sales person during the sale was fine.  The problems came after the sale and after the double ovens were paid for but not delivered.  This company thought they could hold us hostage to their installation costs because they had the appliance and because we needed the ovens for Christmas.  This company resold my appliance  after we paid full price/delivery/stand installation in full; and while we were still considering the high installation costs  - because they could get the next customer to agree to their installation costs immediately -- They had already processed the appliance cost through our credit card agency 4 days before they resold it.   
We have since gone to 2 independent applicance installation companies (both on Angies List) for the exact same installation whose costs are $200 less than Bray & Scarf. 

Thework and responsiveness was unsatisfactory.

I had problems from the beginning. It took two weeks to get a technician out to look at it, and they won't return phone calls. They made it very hard to return the microwave oven and I didn't feel like I was a priority. The paint on the inside of the microwave was pealing and I thought in good faith they would still return it for me.

Very helpful sales-woman. Showed me exactly what I thought I wanted and then a few good alternatives on both electric ranges and convection/microwaves. Had price guarantee but I don't think I'll need it.

They are unbelievably disorganized. I had my first appointment on the 17th of April which they canceled me. They told me that I had been the one that canceled it. They came back on the 25th and said they needed money to order a part and I am still waiting to have the repair made. They really do a poor job of following up on things. I would not use them again.