Bray & Scarff Appliance & Kitchen Specialists
Reviews and Complaints

Purchased a clothes washer from Bray & Scarff, Fairfax office. Have used this office for appliance and repair service for years without problems. But currently when you call for service, they will only give a 8 hour window of 8am to 5pm Monday thru Friday to come to your house for service. Initially when scheduling the scheduler agreed to only have service come from noon to 5 pm. However, the night before the appointment at 4:45 PM Bray & Scarff left a message that they would come between 8 am and noon. When I attempted to return the call at 5:45 PM the office was closed. Called the next day to reschedule the appointment and took another week before they could come to evaluate the broken washer. At the appointment they could not repair the broken washer and said it would take 7 to 10 days for parts to arrive. So today, 8 days into the 7 to 10 day wait for parts, I tried to schedule an appoint for repair, but alas not allowed to schedule until parts are available and by the way no appointments available for another 10 days where both parties would be available from 8am to 5 pm. So do not use Bray & Scraff, unless you can afford to be home for 8 hours, or not have a working clothes washer for weeks.

This is a follow-up to the complaint made on 6/4 regarding my new kitchen stove top. I am pleased to say that a settlement was made between myself and Bray and Scarff to please both parties. After two months of negotiating, they have redeemed themselves and I am looking forward to purchasing new ovens from them later in the year with no problems.

Bray and Scarf replaced a stove top with the identical one. In January 2014, the Installer cut the granite too large for the new stove top and in doing so damaged the seams of the one year old granite. They also made a stainless piece to fit the bottom of the stove top but it does not lay flat so that food, bugs and germs can get under this poorly made piece. On top of that my account was charged $800 for the installation only and I paid it thinking that was the cost of the stove top. My card was also charged $1, 020 for the stove top.

I insisted on talking to the manager but Dennis Scarf would not talk to me nor would his deputy. Instead I got a salesman who said I had been over-billed by $450 dollars but will not put that in writing and will only refund my money
Right now I am out $1, 820, damaged granite, I have a stovetop, that cannot be property used and a company who refuses to act. I contacted the Better Business Bureau and plan to contact the Maryland Attorney's office, consumer complaints. I use to use them all the time, in fact they put in my refrigerator last year but with no problems. If they would treat me, a returning customer fairly they would get loads of my business but now I have had it with them. I will never use them again and I hope you do not.

I recently purchased 4 new appliances from Bray and Scharff and unfortunately there has been problems from the time they were delivered until now- 4 weeks later. They delivered a refrigerator that needed to be replaced because the water didn't work. I was told to remove all the food out of the refrigerator at a certain time, which I did and the new one wasn't delivered as they said it would be so I needed to throw away the food. I told the sales person and he did nothing to remedy the situation and didn't offer to replace the cost of the food. Then they had their electrician install a wire for a new microwave- long story short I paid over 600. For that. It doesn't work and no one has returned my calls. Finally after a few other problems which it's too long to get into everyone I went into the store today - the sales manager acted put out and told me I should hear something from the electrician on Tuesday- it's Friday but because of Memorial day I have to wait - again.

I am thoroughly disappointed with the customer service and I will never buy another thing from them, in fact I am thinking about having them take everything back.

WOW! I see that it is a pattern with Bray and Scarff Repair Techs - I had waited all day for my service appointment - when the repair tech arrived - he opened a panel on my Bosch Dryer that I was totally unaware existed. Stated that I should clean it - and requested payment - I asked him to wait while I cleaned and ensure that was the problem - why dryer was not heating. Repair tech stated - he would NOT! He was in my home for a total of 5 minutes - I was not sure how to replace the part, or close the front panel. I called the office to complain - and inquire how to replace part and close panel - office had repair tech call me back - repair tech stated to me - "not rocket science!" and hung up! I called office again - Manager - walked me through how to replace and close panel. All to no avail - as I suspected - my dryer still is not heating - and will require an additional day off work - waiting for another RUDE REPAIR TECH to arrive! HORRIBLE CUSTOMER SERVICE! I suggest going someplace other than BRAY and SCARFF!

Well after a wasted morning waiting on the service tech - who had all the wrong information and showed up at 11:59 for my 8-12 time frame - I am still without a cooktop that works and a $99.95 service charge. This is after I had told the company over and over EXACTLY what is wrong with the cooktop - and the service tech was told it was a range. Wow talk about waste and incompetence - gas prices ar...e through the roof and they are sending out techs without parts to look at appliances. The store told me that they knew exactly which cooktop it was because they have a record of it - they have the model number and serial number in the computer and would pass it along to the service department - yet the service tech was told they didn't have any of that information - again -WOW - talk about incompetence. Don't worry Bray and Scarff - I will share this experience with EVERYONE I can.

I bought a new double oven at the Bethesda showroom with the advice of a very helpful salesman. A pre-installation site visit ($75.00) indicated that the oven would fit my space with no adjustments. The oven arrived; it would not fit. I went back to the showroom, choose another oven. It arrived, it would not fit. I returned to the store with pictures and measurements of my old oven and space and talked to the salesman. He assured me the oven would fit and specifically requested by name a more experienced installer. Told me to make sure that only this installer did the job and to call him if there was a problem.The truck just arrived. Same installers who couldn't install it the last time. Called B&S ; my salesman is off today. Talked to another salesman who was very rude and and basically told me to get over it and let these guys try again. Called the dispatcher who said the requested installer was off today so he ignored the special request and sent the oven out anyway. Told me he didn't understand why I needed a special crew and that these guys could do it. Seemed unable to comprehend that these were the same guys who couldn't install it last week. I will not be doing business with Bray and Scarff again.

I just spend over $7K for appliances with Bray and Scarff. The items were to be delivered this past Friday. However, I was called the day prior to be informed that my wall unit was not in stock and would be in around the 27th but the other items would be delivered as scheduled.

The delivery made late that Friday was a comedy of errors. The installers stripped the screw on the handle of the dishwasher - so the handle could not be put on, therefore I can not open it. The cook top, they took out my old one only to find out the measurements taken by their personnel was incorrect. My old system had to be reinstalled. Therefore, only one of the items purchased was installed and I could not use it - because you cannot open it without the handle.

They were suppose to call me Saturday to let me know when they were returning. Saturday, no call and I find out that my cook top is not working because they did not turn the gas back on. I called and the gentleman tried to walk me through turning on the gas - no luck. Then I am informed that the earliest that they can come back out would be Tuesday. Now, I am without my cook top as well as the dishwasher.

It is now Tuesday, still no handle for the dishwasher, it has to be ordered - to be here Thursday. They installed the cook top and I have gas. However, they had to take out the spice drawer and take it back to their shop to trim it to fix the new system. May get back in a week.

As far as my wall unit goes - the sales person left me a voice mail stating it is on back order and it is estimated that it will be about 3 weeks due to a quality issue. During this ordeal when I tried to contact my sales person, he was not available and the other sales person would not assist. So, I am not sure if I will purchase from B&S again.

The salesman lied to me about buying a service contract on a washer and dryer. He said that I would get the full amount of $100 per appliance back if I did not have any service calls within five years. When I requested the $200 back after five years, I was told that it was a credit of $200 toward a purchase. It was in the fine print.

I bought a range from them September 11, 2010 and it was delivered on September 16. My husband and I decided that we would save money and he would hook it up. We did not get it hooked up until late Friday so when I went to use it on Saturday we realized that one of the burners did not work so we contacted the store and they informed us that we had to wait until Monday to put in a service call but that we would have a priority call since it was just delivered and not working. On Monday I called and they said that the earliest they could be out would be Thursday, I informed them that it was unacceptable so they contact another company and they came out on Tuesday to tell us that it was a manufacture defect on an element that he would have to order the part and it would be in the following week and sent to my house and he would be back to install it on Tuesday. In the meantime I had a party that weekend so that means that I was one less burner on the oven, hard to cooks for people when you don't have all parts working. Monday night came and we had not received the part, contacted the company and they said that it was on back order and that it should be shipped by the end of the week. I contacted the service office of Bray and Scarff and they informed me that they could not do anythhing about it because they did not service the range. Tried to talk to a manager but of course you know the story no manager was available. Contacted the main office and talked with a rep and she informed me that she would have to call the original service company because they could not replace my range because they did not do the service call and she would get back in touch with me. After that my husband call the sales representatives and asked what the return policy was - he told my husband call the service mgr and he will take care of you, call and left message and we have not heard from him at all. After waiting for 3 weeks we finally got our range fized but never heard from Bray and Scarff at all. We will not buy anythinig else from that company.

Bray and Scarff should be Brey and Scarf as in they brey about how good their service is while they schmooze you into a purchase, then they scarf up your money and give you absolutely no service without a fight and major agita. Any smart consumer researches the actual purchase, but I do believe it's just as important to research the company from which you intend to purchase. The specifics are to long, but suffice it to say that the term service after the sale means nothing to this company. Once your out the door with your purchase, your also out of their minds service wise. Do your research anytime you want to make a major purchase.In my case I did get a measure of revenge for shoddy customer service. I took the rest of the money for my major kitchen renovation-about 30, 000 dollars, and left it with another company with a sterling reputation.Then I wrote B&S (such fitting initials)and told them how they lost 30 k. In this economy, that's one of the best statements you can make!

Searching for an upgraded gas cooktoop, we responded to a flyer from Bray and Scarff by dropping into their store near our home in Alexandria. An uninterested and uninformative dolt eventually roused himself from his slumber and showed us a few things -- but not the Bosch cooktop advertised. Since we were going to be in Arlington, we visited their store there and found a much more energetic, personable and informative salesman. We ordered the cooktop, including installation, although the price was a bit more than available from internet suppliers, in the interest of supporting a local business. The salesman informed us that someone would have to come out to inspect the proposed location before actual installation. A few days later, a remarkable individual appeared -- easily the dumbest human being I have encountered in 78 years of life. He couldn't find the cooktop listing in the out-of-date catalog he brought with him; he ignored the cutout measurements the salesman had carefully noted on the invoice; he was completely baffled to find that our cutout had to be enlarged by about half an inch; and after taking numerous pictures, he left in total confusion, saying that the experts back in the shop would have to decide what to do. Shortly afterward, we called Bray and Scarff and canceled the installation -- if this was the type of technician they employed, we didn't want them fooling around with flammable gases! I then got a nice Mexican guy who does work for us to enlarge the cooktop cutout to the correct dimensions for the Bosch unit -- a task that took about 20 minutes. Then came the saga of actually getting the cooktop. First, it was coming on Tuesday, then on Friday, but it was out of stock, so it would come on another Tuesday, then Saturday, then it was still out of stock and wouldn't be available for some weeks -- but there was a display unit that we could have, and they'd wrap it up for us to pick up. We did arrive to pick it up, but it wasn't wrapped up, and some accessories were missing. SO, we've finally said "To HELL with you, Bray and Scarff" and cancelled the order. Gangs like Bray and Scarff that just can't shoot straight DESERVE to be forced out of business, and I for one am extremely happy to assist in the process. I've just order the cooktop from an outfit in New York that has five of them IN STOCK, and at a price 10% lower that BS's. Moral: If you value your sanity, stay away from Bray and Scarff. They are the most uncoordinated and thoroughly screwed up business operation I've ever dealt with.

We have bought appliances from the Frederick store on 2 occasions. In 2003 a new refrigerator, which required numerous visits from repair personnel within a month of purchase, and the loss of food on 3 occassions (of which they refused to reimburse even when 2 of the times was their fault). Makes us wonder if what we're buyingg are refurbished appliances. And this with the appliance under warranty still. After a few months of this nonsense we decided to forego B&S for any and all repairs, getting our own repair person, and of course paying for all of it ourselves, as they refused to reimburse us. We recently are updating our kitchen, plus needed a new washer and dryer, and forgot our horrible experience with this company back in 2003. Not the sales people, who are helpful and know their stuff, but with everything and everyone else. We spent over $8000 for a new washer and dryer, refrigerator, dishwasher, and range. On delivery day the dishwasher was not here, but no one at the company had the courtesy to call to let us know. The men who delivered the appliances barely spoke English, and what little one did, I could maybe understand 10% of it. These guys also damaged a door when bringing in the washer and dryer and when checking the range did not tell us that one of the burners did not work. Upon discovering the non-working burner I called to set up a repair time, and told them what time someone would be here. I had to tell them 3 times, over the course of 2 days, the time we would be here, and even the time of the day the guy did come. He still managed to come early, so it was a good thing we were able to get home in time! Not that it mattered, as this guy was totally clueless on what was wrong. He opened the lid and looked in. Hmmm. Looks fine to me. Looked fine to me too. He wanted the breaker off, which he turned off, then went to jiggle some wires (I guess), then went to turn the breaker back on. Kabooey! Either he broke the breaker switch or it blew out. Who knows. All we know is that we now have to replace the breaker switch. Also, we're without a range for a week. So we're cooking on our BBQ grill out in the rain and being attacked by bugs. Whenever I have called to talk to them about any of these problems I am talked to in a rude and/or condescending manner. Yea, I have called a few times, but each time has been warranted and I do not think I deserve to be be treated in such a manner. Maybe the next time we need new appliances there will be someplace else to go.

We oredered appiances and counter tops from Bray adn Scarff--more than $18, 000 woth of business. Applicances were to be delivered between 1 and 4 pm--I called at 5 and they were delivered at 7. Had to cancel a business meeting to wait.

When the subcontractor (Counter Intelligence) tried to install the counter tops, one cracked--that was Friday at 9:30 am. Meanwhile, I am without a kitchen. I was told that I would have a schedule for replacement by 5 that afternoon. No one called--but I called both Bray and asxarff and Counter Intelligence and left messages. No response. I called both again Monday--got a call back from B&S that COunter Intelligence would call. They did not.

On Wednesday I called B&S corporate, spoke to a service manager(James Spencer). He did call back to tell me that he had turned it over to someone else (Michael Wallace) who would call me back--he did not. So I called my counter/installation salesperson at B&S (Harold in Bethesda) to ask the status and complain about the lack of information. He said he'd call back--that was two hours ago. No call back.

I am paying B&S a premium to do this work, versus other kitchen contractors. They have failed every step of the way since the contracts were signed. No one takes responsibility--they pass the "I will call back" promise from person to person. I will never use them again, and I will recommend to anyone taht will listen, DO NOT USE BRAY AND SCARFF.

In mid-November 2008, I purchased a Kitchen Aid Oven/Microwave, a Kitchen Aid Wine Cooler and a Jenn-Air cooktop…over $5, 000 in purchases. The oven was installed just prior to Thanksgiving. Since then, the following has happened:

Prior to installation, measurements were made a stainless steel insert to fill a gap left by the previous oven. When the oven was installed the following week, they indicated another group would install it. In early January, I called about the status of this part. The reply was “we have not record of that part being required”’. A week later (mid-January) a technician came by (same was one who did the initial measurements) and made the same measurement again; as of today (5 Feb) I have not heard back regarding this part or it’s projected installation

It gets worse…

On 2 Jan 09, our brand new over stopped heating. I called Bray & Scarff the following day reporting the problem. A technician was sent out the following week to inspect the oven. Within 5 seconds of inspecting the oven, he reported, “it’s a blown transformer”. He said he would place the part on order and that it would be about 10 days to receive it. After 10 days, no one from Bray & Scarff contacted me. I called on 22 Jan and was told “it’s a two man job and we’ll be out on 29 Jan”. On 29 Jan, I received a voice message that they could not come out until 3 Feb. I called on 30 Jan and was told a two man team would be out on 4 Feb. On 4 Feb a team came out, pulled out the oven and reported “a new transformer was needed”. I called Bray & Scarff and expressed dissatisfaction with the service. The women I spoke with, rudely told me “I don’t have the ticket and you’re just going to have to wait”. When I was asked to speak with a supervisor, I was told, again rudely, “I have two and they’re both on the phone.” I asked for a return call. None was received. On 5 Feb (about 1:30 pm) I called with the same question. I again was told “we don’t have the ticket and we’ll have to call you back”. I called back at 2:00 and gave the same story and that I wanted a supervisor to call me back. At 4:40 pm, someone called my home number (I had given my cell phone to call) and left a message to call back. I plan on calling back tomorrow.

In my life, I have dealt with my fair share of poor customer service and incompetence. Your organization has won the award for a new low in customer satisfaction. I will be contacting the Better Business Bureau tomorrow, followed by an attorney for breach of contract.

We had them remodel our kitchen with new appliances. The work was terrible and took more than twice the time that they said it would (10 weeks for a galley kitchen!). Most days, nothing happened.

The counter top was too small.
The installer was just some "guy" who came to our job after his day job.
The kitchen designer couldn't do math.

BOTTOM LINE: DO NOT USE THIS COMPANY. YOU WILL REGRET IT. I GUARANTEE IT.