BRAY AND SCHARFF

We just purchased six major appliances for a kitchen remodel. I cannot say enough about the service, quality of appliances, and courteousness of the staff. Mr. Damico spent a considerable amount of time with me insuring that I had the right appliances for our home. I could not be happier.

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The original oven and microwave were separate, and the replacement, a GE micro/oven combo, was a different size, so a "custom" installation was required, and the salesman was certain that their expertise would result in the best look. However, the replacement took 3 separate service visits, and far longer than it should have, in fact it took over a month, and multiple phone calls, ultimately requiring the assistance of a manager. Bray and Scharff and not worth the extra money they charge.

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After waiting a week for the scheduled repair date, the repair tech cancelled at the last minute claiming poor road conditions. I guess he was nervous of the 1 inch of snow we had. But the real problem was that we were now bumped to the end of the line and have to wait 10 days to see a tech out to repair our machine. No amount of pleading would get the service department to schedule anything sooner. This is the second time in the last four months that I've had to deal with Bray & Scharff's repair department- the last time it took 45 days and three appointments to get our refrigerator repaired.

At this point over 3 weeks has gone by since my service call.When the service appointment actually did happen the repairman himself was professional. However he told he thought the repair would be very expensive and I should look into getting a new ice maker. Despite his "recommendation" I asked for an estimate. He told me I should get a call within a couple days . After a week I did not get a call from the service center so i called them. I was told they needed to contact the manufacturer to get the price on a part. The operator promised to call by 4pm the following day. NO CALL. I called back, she said it was on her managers desk but again woudnt' put me through to this mysterious manager. Again she promises me a call in the next couple of days...NO CALL. At this point over 3 weeks has gone by. On my third call to them, with still no estimate i asked for a refund of the service call fee. Long story short it took another 3 calls to actually get the refund, I was lied to and told it was processed when it was not. Stay away from this service company!!!!!!!! They were wonderful years ago but this is my second bad experience with them.

Bray & Scarff, Inc. in Laurel, MD sold us a GE Washer model GTWN495 in May 2012. On March 1, 2014, the washer stopped working. All electronics and water fill worked fine, but no movement inside the washer -- the motor was burnt out. We had not bought an extended warranty, so the 22-month old appliance would need to be repaired at full price. Bray & Scarff said their earliest appointment was on March 10 -- 9 days later. When the repairman came on March 10, he charged us $90 to tell us the motor was burnt out and we would need to have it replaced. He said the part would be ordered, and took a $50 deposit for the part. He told my husband that B&S would call us later in the week to schedule the repair. Unfortunately, the B&S repairman gave my husband an inaccurate service order number, so that when we called B&S two weeks later to check on whether the new motor had arrived, we were told yes, and the repair was already scheduled for Thursday, March 20 -- hadn't we gotten their message? My husband stayed home from work for the repair that never happened, because of course, it was the wrong service order number. We called B&S Repair again on March 24, to be told that they had made an error and the part had never been ordered. But they were going to order it right away! It should be in within the week. On March 31, we called B&S again -- we were told that the supervisor wanted to speak with us, she would call within 20 minutes. No one called. On April 4, my husband called B&S Repair again and asked to speak to the supervisor. She wasn't available, but did call him back in the late afternoon. There was no new motor for our washer. Unfortunately, she said, that part was on national backorder, and B&S did not expect to get the part in before April 30th. My husband asked for a refund of our deposit and the "repair" charge from March 10. She refused to refund the repair charge, but did refund the $50 part deposit. We have now been without a washing machine for 36 days, and have had to visit the laundromat a total of 6 times. During this ordeal, at every turn, Bray & Scarff has not provided accurate or timely information. They have completely failed in customer service or in the very basic test of adequately performing their jobs. I will, of course, NEVER purchase anything from Bray & Scarff in the future, and would advise others to avoid this company as well.

Sat/Sun - Notice freezer not cold - ice cream soft Monday - called Bray and Scarff to schedule appt., told Tuesday between 8-12 Tuesday - called at 11:00 to verify still on schedule, was told yes. Call at 1:10 to see where tech is, was told he called out and would be out on Wednesday. Asked to speak to Manager, was told she was on another line and she would call me. she hadn't called by 2:00 so called again, again, was told that she was on the other line. She called at 3:30. Voiced my frustration with her and got a discount off the $90 service call to $45. Tech would be out Wednesday between 12-5. Wednesday - Tech arrives (nice man) at 2:30, looks at the freezer and tells me it's the mother board and relay switch. He'd take the paperwork back to office and they would call with pricing info. Thursday - Called Bray and Scarff for pricing info and was told they wouldn't have it until MONDAY, at which time, if I agreed to pricing, they would ORDER the part. Asked to speak to manager, was told she was on another line and would call back. She never did. Friday - Went on-line and goggled GE parts and got the pricing info. Called Sears, their Tech will be out today between 12-5. Will NEVER do any business with Bray and Scarff again. Will tell anyone who will listen not to do so either.

The touch pad computer went bad gradually, and hasn't really done anything but cook at 100% over the last 4 months. We reported it, and get a repairman (Chuck) to come out and check it out. Chuck said it needed a new part, and ordered it, to be delivered in 7-10 days. The service dept called to make an appt, and my husband rescheduled his meetings to stay home. On that morning, Chuck called to say that the wrong part came in. So Chuck ordered a new part, which they said would take 7-10 days. Again, the service dept called to make an appt, and again, my husband scheduled around the day. And again, Chuck called THAT MORNING to tell us that the wrong part came in. (That's two errors: by KitchenAid or B&S?) Chuck ordered the part again, which would take 7-10 days. The service dept scheduled an appt again, and my husband made plans to stay home one more day. This time, the right part came in. Chuck installed it, and told my husband it checked out. While he was here, my husband told him about our oven, which would not get hot enough to bake at a set temp (we had to trick it and set it 25-50 degrees hotter). He pulled out the oven, and discovered the problem was that one of the two computer relay sensors was fried. So he ordered a new one, which he told my husband would take 7-10 days. Anyway, we had our microwave back, YAY! I came home an hour later to hear the good news. Let's pop some popcorn, I say, and we press the popcorn button. It starts beeping, and then the screen goes dark. Dead We went a little berserk. This time I called the service dept, left a message (it was after 6), and asked to speak with a manager. The next day, I got a return call from a service person who said "Sorry, we don't have managers. And your microwave is six years old, they don't last too much more than that." I asked her what she would do in my shoes, and she said that she wouldn't know, because she can't afford to buy this kind of fancy microwave. Anyway, they ordered a new part, and Chuck installed it today, 7-10 days later. He also pulled out the oven and installed the new relay computer. But in doing so, he cracked the glass stovetop. Now we can't use two of the burners. He said he'd order it, and the metal part around it. He left before I tried to microwave a potato. It failed in 5 minutes.(When he left, he assured me that he tried all the functions, and they work fine.) So, we are waiting for Chuck to receive and install the third new computer for my microwave. And now he has to replace the glass stovetop he broke. (He made it clear that it wasn't his fault that the glass broke. The metal frame was bent, and that broke it. Although, he admitted, he may have bent the metal frame. previously.) I keep thinking that Chuck's manager would have gotten in touch with us by now, to figure out why there are so many repair failures. Unless there are no managers.....? Next step: we're going back to the store.

I have a very tight kitchen and I wanted to get a special refrigerator side by side. Theirs was the only company willing to come out and measure. They came out and measured and installed it. I had to pay for everything. Their prices were very competitive, but their installation was expensive. The $5000.00 included the installation and everything. They had to come back and fix things. They were responsive and punctual. I got my rebate, but they charged me for everything. For example, they charged me $125.00 to install the range, $160.00 to install a dishwasher, and $150.00 to install the microwave above the range. The total installation charges were about $700.00, which was pretty expensive. I would use the company in the future if the price is right.

Veyr smooth process. Good and flexible prices.

I tried a large home improvement store but after three times calling to say they had to postpone my installation, or did not have my appliance yet, I canceled the order and went to B and S. They had my brand and color in stock and I got it installed a few days later. They were there on time and professional.

We had a great sales experience, however the installation process didn't go as smooth as we had been promised. The installer was late and wasn't aware of the type of install, and was unprepared. Another install team had to come out the following week. The weather was very hot, so we were left with the AC unit in our bedroom. Our caveat to the buyer: make sure you get the most experienced tech when it comes it comes to this kind of install!

They never installed the dishwasher right. I think they sold me a defective dishwasher because the elements in it would burn and it leaked every time you would try to use it. When I called them back, they never once returned my phone calls. I ended up throwing out the dishwasher and buying a completely new one.

The refrigerator was fine, but the delivery was not. I arranged to be home from work from 8-12. At 11:45 AM I had heard nothing. I called and was told that the delivery man had one more delivery before me. At 12:30 PM, I called again and was told that the lift gate on his truck had just broken and he was waiting for a repair, but he had not thought to call me, either when he knew he was going to be late, or when his truck broke and he knew he would be well outside of the scheduled time. I arranged the delivery for that day and agreed to be home again the next morning at considerable inconvenience. They came first thing the next day (I don't think this would have happened if I hadn't expressed considerable irritation on the phone). They took 4 hours to do the job! The entire communication about the scheduling and the delivery was extremely inconsiderate, including not telling me how much time it would take to do the job. The men who actually did the installation did a good job.

10% Sales Price was no different and was the same identical price being offered by Home Depot, Lowes, Best Buy and Sears which also required on-line order bec our gas cooktop with downdraft fan was unique. If you own minivan or truck, you can probably save on delivery by driving to Laurel MD warehouse that is right of Baltimore-Washington Parkway, then take Route 197 few miles and turn left on Cherry Lane. We have gotten good appliance deals in the past from APPLIANCE CONNECTIONS in Woodbridge VA, APPLIANCELAND in Beltsville MD and SEARS Hardware stores, but BRAY & SCHARFF has biggest warehouse inventory we have ever come across locally.

They called the day before and said the installer would be there between 8-12. Nelson the installer arrived just after 9:00. He was the most efficient installer I may have ever seen. He had obviously installed hundreds of these as he knew exactly what to do. It took him just under an hour to do everything and be gone.

Horrible, the project still not done after one year. Unprofessional from the word go. Unresponsive, untruthful, work of a terrible quality. Started in October of 2005, had to rip everything out and start from scratch in January of 2006. They didn't even procure the proper permits for the job, until we brought that to their attention. Never followed through on any of the promises that they made. Avoid at all costs.

My experience was extremely frustrating. After evaluation by their service rep, dryer parts were said to be under warranty. I called a week later to find that the parts were not under warranty. I disagreed since their tech made the evaluation and we went two weeks trying to get parts and finally when I got Bosch to agree to parts for warranty, they were not willing to work with me to have repairs done with my schedule. I had someone at home available to allow access at any time prior to the parts being available, but they didn't order any parts until I got Al Gentile, the service manager, involved (this was week 4) and he never followed up or worked with me to schedule an appointment. I am a health care worker and can not take time off unnecessarily and I felt that since they had dragged their feet trying to get this taken care of, they should make reasonable effort to get this repair done with my schedule. They have refused. I have nothing good to say about my experience.

A PLEASANT EXPERIENCE. INSTALLER PROVIDED INSTRUCTIONS ON HOW BEST TO MAXIMIZE ON THE USE OF THE NEW DISHWASHER, AS WELL AS PROVIDE RECOMMENDATIONS WHAT TYPES OF DISHWASHING LIQUIDS TO AVOID.

OVERALL, THE EXPERIENCE WAS NOT REALLY REMARKABLE ONE WAY OR THE OTHER. THEY DIDN'T WOW ME, NOR DID THEY DISAPPOINTMENT ME. THEY MADE THE SALE, DELIVERED AND REMOVED AS THEY WERE HIRED TO DO. I DO PERSONALLY PREFER A FRIENDLY ENVIRONMENT.