Bray and Scarff

I called them out because of a clicking noise in my GE oven display panel I described (at length) what was going on with the company with my initial call. The repairman came exactly when he was supposed to, first call of the day. He listened for less than five minutes, didn't even pull the oven out from the wall or check heat/temperature. Well the noise wasn't normal for that oven , at least at the volume projected. I did feel ripped off especially since I explained what was going on with the office when making the appointment. I explained that the oven was functioning properly but I was concerned about the excessive noise and what that could mean for the future. I bought the appliance from Bray and Scharf and felt that when an appliance is under warranty I got good service. This one expired four months ago. I will not be using them again for nonwarranty repairs. There must be better service providers out there.

After the first call for service, a repairman was sent within a couple of days. He walked in with no tools and indicated that he was sure that I needed a new computer board. He said that it would take a week to arrive and then he would be back. After waiting two weeks without hearing anything, I contacted Bray and Scarff again. They had no information, but said they would check on the status and call me back. After a few days, when I had heard nothing from them, I called them back. Same story. When I insisted that they call me back, they called me back to indicate that they still were unable to tell me the status, but that they knew the ordered part had not yet arrived. I called the warranty contractor next (I probably should have done so at the beginning). After some investigation, the warranty contractor was able to tell me that Bray and Scarff had not even ordered the part until my second call (more than two weeks after the repairman's first visit). I had to wait a full month before the part came and Bray and Scarff contacted me to set up a date for its installation. The repairman himself was pleasant and appeared to have done a good job replacing the computer board. The company should have ordered the part at once. However, I would forgive such an error had it been forthcoming and informed me honestly about the status of my repair. Unfortunately, it left me completely in the dark.

When the technician first came for installation, the microwave was installed, but I was told that additional parts were needed to install the hood. When I hadn't heard back from the installation department the next day, I called the salesman back to reschedule, but there was confusion about which parts were needed, so I was told they would have to get back to me. After several days, I called again and was told that the installation manager was concerned that the hood was too large to replace an above-range microwave. Several days later (and another half-day of missing work), another technician came to measure and said that it would fit and that the first technician had no reason not to install it. He himself could not install, though, because he only was there to measure. Several more days passed with no contact, so I again had to call the salesman to schedule installation, but was told they would have to get back to me. The manager again said he thought it was too big. I measured myself and agreed, so after several more days of back and forth, we agreed on a different hood. I again had to make several more phone calls to set up a time for the installation, which finally was done by two very good technicians. Following installation, I had to call the salesman multiple times to get the appropriate amount refunded, including an amount of $150 for an electrician relating to the installation, who came out and told me that he was not needed. In all, it took 7 week from the date of purchase, through the final refund of money owed back to me. Throughout the process, I was told that I would have to be called back, and the salesman repeatedly told me that he was on "important calls" as an excuse for not returning my calls promptly. I chose this company initially because of recommendations from friends. I was surprised and very disappointed by the unbelievably bad customer service. I will never use this company again.

I ordered a refrigerator and scheduled delivery for two weeks later. The day before deliver the sales person called me (Jae Park) to tell me they didn't have the refrigerator in stock anymore and he couldn't get it. He did try to email me alternatives none of which would work in my space. He tried to make it right but it was annoying and an incredible hassle to order something and find out two weeks later -- two days before delivery it wouldn't be coming - ever!

I bought the range on a Thursday night and it was delivered the following Thursday. They could have come sooner but I was not available. I felt like I was dealing with responsible human beings who wanted to make things easy for me.

I was overall happy with the final poduct after everything was said and done although there were a lot of missed steps on Bray and Scarff's part. I felt like the design team wasn't coordinating with the sales team. I had to do a lot of follow up calls with everybody. There was a lack of coordination and they need to work on that. I asked for a different design person because I didn't like the original person's style. I told them they would have to remove the rails and they didn't send enough people so it had to be done in two visits instead of one.

There were some issues, but I was satisfied with how they handled these issues. Their price was competitive, and overall, the experience went well.

I really like their sales people. They are very knowledgeable and helpful. I did buy a refrigerator that would not get cold enough. They sent me to Kitchen Aid to speak with them about the problems I was having rather than taking care of it themselves.The service people for Kitchen Aid were not helpful. So I went back to Bray and Scarff and purchased the extended warranty. Everything is working ok now, I just worry about its long term viability.

It was great service experience! They were very helpful and asked exactly what I wanted. Everything arrived on time as well.

They company has been non-responsive to my inquiries. When I finally get someone on the phone, they give me a delivery date that always comes and goes. I contacted them and asked for a manager, and I'm still waiting to hear back. I was told they had one available in their warehouse, but they would have to check if it could be delivered. I didn't understand why they didn't contact me if they had it in stock. I've been waiting two months and they have never once contacted me. I now feel I may want to return the other two appliances I purchased from them.

A lot of miscommunication and errors had happened, but they did finish the work. The work did not go too well, though.

Did preliminary measure before purchase. Mix up on originally reserved delivery date. New delivery date scheduled. Delivery arrived on time. Installation took long, There were problems getting the old out and new in, despite the field pre-measure. Installers just about gave up until the supervisor on the phone provided an alternative.

We were pleased with the service. There was no sales pressure but good information given. The delivery information was as promised and the delivery was performed in spite of difficulties with professionalism and good humor.

We ordered a black one. The first time, they brought out a white one, but they took it back and replaced it with the right one. It was a top of the line dishwasher. It's incredibly quiet, and with this one, the glasses come out sparkling and it's a night and day difference. They came out and installed it and did a good job. Once he got the right one in, he put it right in and it's worked well ever since.

Ordered new dishwasher on 1/5/2010 The installer, Chris, arrived promptly after phoning in advance. Removing the old unit required cutting off the front legs because of the absence of vertical clearance. Despite the tight vertical clearance of as little as 1/8", Chris succeeded in installing the new unit. Unexpectedly, I received two bonuses. Chris replaced a leaky valve in the existing inlet pipe leading to the dishwasher (a defect I had never noticed) and made sure that the dishwasher was pushed back enough to allow an adjacent drawer to be opened. This had never been possible with the old dishwasher, because it had protruded enough to block the drawer and had to be opened before the drawer could move. Chris did a highly excellent and rapid job (less than 1 1/2 hours) and was polite, friendly and very professional. He did a thorough cleanup of the premises. I couldn't have asked for better work.

The Bray & Scarff technician came to our home the first time in response to a call from me to repair our Jenn Aire oven. As is the case, one has to take a day of paid-time-off to stay home and wait for the technician because they don't ever know when they will arrive. When the technician arrived, he spent at most 15 seconds "looking over" the oven and decided it was a routine repair - no inspection, no testing, and barely any time for me to explain the problem. He told me he had to order a part, and then charged me $90 for the service call. The technician was rude, grumpy, and cold; not someone you would hire in a customer-facing position. He left in less than two minutes telling me someone from their company would call to tell me the part arrived and to schedule another appointment. I received a call from them some days later to schedule another visit to replace the part. I took another day of paid-time-off to have the oven repaired. Mid-afternoon of the day of the appointment I received a call from Bray & Scarff telling me the technician went home ill, and I would have to reschedule my repair. I rescheduled another visit, and took another day of paid-time-off. The technician came, replaced a board, and told me to check on it for a few days to ensure the repair worked. He said he wouldn't charge me for the part until he knew it would repair the oven. Again, the technician was rude, incommunicative, and acted as if we has being inconvenienced to come service my oven. The repair worked for a few days, but then the upper oven failed again. I called Bray & Scarff to schedule a fourth visit. I took a fourth day of paid-time-off to wait for the technician to finally repair the oven. I received a call on the day of the fourth appointment to tell me the technician went home ill again, and that I would have to reschedule for another day to have the oven repaired. I couldn't believe the lack of customer service this company provided me. I had taken four days of my paid-time-off and still my oven was not working. I spoke to a woman at Bray & Scarff and asked her what they were going to do? I did not want the same technician because of his attitude and lack of performance. The woman assured me she was going to put another technician on the job. I insisted they come "work" on the oven on my terms since they had already caused me to spend four days of my paid-time-off waiting for them to repair the oven. She promised to call me the next morning by 8:00 am to let me know what she had arranged. I have yet to receive a call from Bray & Scarff to this day, two weeks later! If Bray & Scarff were the LAST company in the DC area who could repair my oven...I would replace it with another brand before engaging them for service! They are the ABSOLUTE worst service company I have EVER dealt with in my decades of home ownership! There is no comparison - a total lack of customer focus, a total lack of professionalism, no follow-through, and a general attitude of being inconvenienced by their customers. In a word...they SUCK! If you are considering using Bray & Scarff - DO NOT! Run at top speed to another service provider for your needs. Theses folks should not be allowed to provide customer service - they don't know how to provide top quality service, and don't care whether they inconvenience their customers!

They are local. Their warranty is five years and if you don't use it they will refund you some of it. The installers were good.

I spoke with a man for several hours regarding the remodel job. I have had mixed results with this company. For example, they were supposed to deliver a washer and dryer but, they did not show and did not call. They do provide personal service and that tries to be accountable.

Salesman became non-responsive after we left store. Very difficult. Store scheduled and then postponed delivery several times. Installers made a mess and did not clean up. Appliances covered in finger prints, tape marks, dirt, etc. I asked them to clean and they said it was there policy not to clean. They just left it. Knob on range broken when installed. 6 weeks later the replacement part still had not arrived. They replaced stove in order to replace that part.

It has been an excellent experience. We needed to order the appliances during our renovation, and they gave us good advise about various things. We have ordered several things from them.

I have been very satisfied with the in store sales people and when I purchased the appliances the delivery was good - in the most recent case I needed to reschedule a few times and they were very understanding and responsive on rescheduling.

I was generally pleased with them. I had a problem with a previous purchase, and they handled it very well. I thought that the price was very competitive. They also showed up on time.

They have competitive prices. They have great workers that they send out. They take care of the equipment when moving.

I walked into Bray & Scarff on Wisconsin Avenue knowing very little about large appliances, except that my stove needed to be electric and that I preferred stainless steel and those with the controls on the front. David Ager listened to my needs and presented a few options in the same price range. He then recommended one model that had better ergonomic design than the others. After returning home to measure, I e-mailed David to purchase the stove and to schedule its delivery. It took a day or two for him to contact me, perhaps he was busy. The delivery and installation occurred exactly as planned. Like David, the delivery person was very competent and professional.

They served as a contractor and organized all my needs for the remodeling of my kitchen. They were easy to get an appointment with as I got one quickly. From start to finish it took 30 days to complete the work. They did a very good job and they cleaned up very well afterward.