BRAY & SCARFF

As mentioned above, the service from Bray & Scarff was the worst I have ever experienced as a consumer. We have been in this home for 15+ years and have never had any problems with a service from any other appliance, car, home good, etc. Bray and Scarff was terrible. We write this review after our 2016 disaster from them. What we failed to do was write a review of the terrible service that we put up with in 2015. We've had many problems with the dishwasher and when we asked for service from Bray & Scarff, they were very unprofessional, slow, delayed, stalled, ignored and tried to dismiss us until we pushed so hard that they finally gave in. This came after we contacted legal counsel. The terrible service came from John Damico and others. Damico said to me on a phone call that he had an obligation to protect Bray and Scarff. Meanwhile, our family had been without a working dishwasher since Dec 21, 2015. They didn't fix it until Feb 15, 2016. We worked hard to get them to send a service repair person who came to look at the dishwasher who didn't seem to know what he was doing. He wrote down a few part numbers, and said he would submit an order to get new parts. We never heard from them and when we followed up, they said the part came in broken. They said they would order a new part, but when we followed up a week later, they said they ordered the wrong part. All the while, we didn't have a working dishwasher. When I called John Damico for help, as I was trying to climb their corporate service ladder, Damico challenged us by accusing us of using too much detergent! Glen Suedono was of no help either and he is the General Manager of the Service Dept. We also spoke with Holly Seeeny and still got delay, delay, delay. The amount of pushing we had to do was ridiculous. The incompetence of the service people and their staff is so bad that we'll never buy from Bray & Scarff and we have actively worked on getting the word out to our friends via social media of our experience with Bray & Scarff.

Overall the company should not be in business any more. It took three service tries and over two months to get our washing machine fixed. The repairman came the first time and left without testing his repair. He gave us a cell number to call him direct if we should have any problems. We tested the machine with in 5 minutes of him leaving at it still leaked badly. We tried to call his cell but he wouldn?t pick up. Several weeks later they finally sent over another repairman but a part had to be ordered. He said it would be in next week and that he would be back next week to install. Four weeks later and after numerous calls to the office that led to no resolution and the part finally arrived with the repairman. The employees at the main office haven?t rec?d any training on customer care and are very abrupt when challenged. By far the worst customer support I have ever worked with.

It took them a couple of months due to holidays and weather. They were professional. Everything was one stop shopping. I got all the appliances, designs, cabinets and counter tops there. She was able to make sure everything would fit and it was an easy process. They were always there for me and it was a painless process. They also did a beautiful job. The people that work for them are artisans.

They were very helpful and personal. They didn't hard sell I guess. I like their personal level of help. I have one small thing I needed to call them about; it was about a rebate that was a part of the deal that I bought. They weren't the lowest price but with that rebate; they were competitive.

The result is good: the appliance was eventually repaired and is now working properly. However, in my opinion it took way too long. The replacement hose needed in this repair was a simple $60 part, which took about 5 days to arrive. However, Bray and Scarff took close to a week to schedule the initial diagnostic appointment. The technician came at 7:45 am on a Thursday and was gone at 8:15, but did not communicate the fact that my dishwasher needed the hose until the following Monday, at which point Bray and Scarff was ready to "initiate" an estimate. In other words they knew what I needed on Thursday but did not order it until Tuesday of the next week! Why? Asked them why and they said that those were their "procedures." Well, how about making procedures convenient for their clients? After they had finally "initated" the estimate, it took almost a week for the hose to arrive. When it arrived, they were ready to set up a repair appointment, which they could not make the same or the next day. It took almost a week again to make the appointment. I will never use them again. They don't seem hardworking or swift enough for my taste. The support personnel I spoke on the phone with were not helpful and had an attitude. I am going to find a different appliance repair company, no more Bray and Scarff.

They have made 8 service calls, and it still doesn't work. But why they can't fix it or replace it, I don't know. We have been waiting for six weeks for a working refrig. We have had 3 techs from Bray and Scharff and then 4 techs from A&E. One guy fixed a loose wire but didn't stay to see if that had any effect. Another ordered a part and left. The third was to put in the part and, without telling me that it was the wrong part, didn't put it in. He said the old part still worked but,again, didn't stay to verify that it would keep working more than 5 minutes. We bought the two frigs and were planning to buy dishwasher and oven (doing a complete kitchen overhaul) but after this we will never buy anything from Bray and Scharff.

see above

It was a complete nightmare! I was told that I would receive a call between 3:00 pm and 6:00 pm on the day before the scheduled delivery, 01/12/2010. I did not receive the call, so I contacted the store after 6:00 pm. I was told that the delivery date had been changed to 01/16/2010, without my knowledge/agreement/consent, nor was I even given the common courtesy of receiving a phone call or email to notify me of the change. I was told the dishwasher had not arrived and they would deliver it on 01/16/2010, the Saturday of a holiday weekend, without giving me any prior notice. (The salesman said he was out of the store when the delivery date was changed, so he too was unaware of the change. That seems to mean that Bray and Scarff's service is based on the performance of one person and that there is no system in place to cover customer interests/service when the initial salesman is not working. I don't find that acceptable and sincerely hope that it is not true.) I asked for a discount to make up for the breech of contract and inconvenience to me and my family, and I was told that I could not receive a discount because they had matched the dishwasher sale price to a lower price offered by Sears. The salesman said the company would not make a profit if they lowered the price anymore to compensate me for the breech of contract. My question is are they entitled to make a profit off my sale if they breech the contract?! Instead what I was offered was free haul away of my broken dishwasher - the fee they usually charge for the is $14.95. I am very dissatisfied with the service Bray and Scarff provided and do not plan to use them again in the future. If I thought I could get the same dishwasher quickly from another source, I would cancel my purchase since I am still supposedly three days away from receiving the dishwasher.

They were very good about working with us on options. The technicians that came out were very quick and cleaned up after themselves. They worked really hard to make it the least intrusive install. Instead of tearing out a little side panel that we thought would have to be torn out, they worked around it so we could keep it. They also retro fit a discount to us.

I had just had new countertops put in and they did a wonderful job of bringing in the new appliances and installing them. They were very pleasant to have around and I would recommend them to anyone. They also took my old appliances so I didn't have to dispose of them.

Despite having explained the problem over the phone, the technician that came was clearly unfamiliar with the dryer and had to make multiple calls while at our house back to B&S. He decided that the heating element would have to be replaced and that would require more than one technician to tear the unit apart. Hearing that it would cost $500, we opted to get a second opinion. Lucky for us, that tech knew straightaway what the problem was: We had (stupidly) been using too much soap, which clogged the lint filter and tripped a circuit breaker in the unit that prevents overheating. He reset it and explained how the Bosch washers require tiny amounts of soap and charged us $150.00.

The company is not customer service oriented and I m not happy with the way they worked. They had told us that they were going to put the spotlights in and then they didn t, so I had to pay them extra for that. I also have a leak underneath the sink which they never fixed and they never cleaned up after themselves. They were the ones in charge of the whole project and then they worked with other constructors to do things that they couldn t do. The price is for the entire project.

Bray and Scarff took more than 10 months to not fix my dryer. They repeatedly canceled appointments. They frequently did not call back or return calls. I had to be sure and take down the name, time and date of each complaint. Every technician told me something else was wrong with the dryer and after more than 10 months they walked away from the repair.

We have an ext. warranty on repairs re. to the dishwasher. The first time we called the co. because of a droning noise during the heating cycle was 02/03/06. The technician could not replicate the noise and left. The noise persisted and the co was called again 07/13. The technician acknowledged, that there was a problem and wrote up on the service sheet 'spray pump motor', which would have to be replaced. This was scheduled 08/04, but changed to 08/16, because the t. called in sick. On 08/16, he returned, but claimed that he had been sent only half of the needed pump motor. 08/29 was schedule. to finish job. He called in sick that day. 09/05 was scheduled. On his return a different part than previously discussed was installed. He forgot to re-fix the front panel and had to be called back. The problem seems to have been solved. Customer service re. scheduling was totally inflexible (incl. supervisor Holly), esp. in the circumstances, where we had to take time off of work multiple times

Aggravating beyond belief. Non-functioning machine was delivered TWICE at time of purchase. I needed service in first year, and was initially given a 14 day wait time. On day service tech was due B&S called and said service tech was sick and rescheduled for 7 days later. Service was needed again shortly after one year, and I was given a 7 day wait time. On day service was due, B&S called and indicated that service tech called in sick. Two days later at 9:30am I am waiting for service tech to call (as promised) to let me know if/when he is coming. I complained at Corporate level (Sales Director) at time of initial purchase to no avail. I will not buy from this firm again.