Bray & Scarff Appliance and Kitchens - Rockville

As detailed below, frustrating experience buying a fridge that never worked properly from the beginning. Salesperson/manager pretty much disavowed any responsibility to help me fix the problem and then hung up on me. --2-16-19 (Sat.) Bought a fridge from B&S Rockville. The salesperson was Tommy Y. -- The extra installation charge of $39.95 for "deluxe install" -- on top of the regular install fee of $49.95 -- seemed wrong since we already had a water line for the prior fridge's ice maker/water dispenser, but this was a relatively small matter so we did not raise this issue with Tommy or B&S. --2-23-19 (Sat.) Fridge was delivered. The delivery people checked our water line by turning the main faucet on and off before connecting the line to the fridge's ice-maker. We were told to wait 24 hours for the ice maker to make ice. (We were happy and tipped them $20.) --2-25-19 (Mon.) Still no ice, so I attempted to call Tommy Y. several times to no avail. No one answered my repeated calls to the store. So I called the service department directly and was told someone would come out the following day, sometime during a 4-hour window in the AM. --2-26-19 (Tues.) B&S service dept called and said due to scheduling issues, serviceperson would come during a 4-hour window in the PM instead of in the AM and that I would get a phone call about 30 min. prior to arrival. The service person came in the afternoon without a prior phone call. But more importantly, he told me he fixed the problem (happy and grateful, I tipped $10) which did not turn out to be the case! He told me to wait 24 hours for ice to be made; unfortunately, still no ice as we speak. -- 2-28-19 - I called the B&S Rockville store several times and finally reached someone at the end of the day. I told him we bought a fridge from Tommy Y, and I wanted Tommy's help because the fridge was not making ice. I also explained that I previously dealt with their service department directly but the serviceperson they sent failed to fix the problem, so I wanted Tommy's help. The person was very understanding and told me that Tommy was the manager of the store and was not in that day but that Tommy would call me first thing the following day and would definitely make sure to help me resolve the situation. I was relieved to hear that. -- 3-1-19 - I get a call from a woman in the service department -- not Tommy as promised -- telling me a serviceperson could be sent out next Tuesday (4 days later). I asked her if Tommy had called her and explained my situation, and she responded no. She had not spoken with Tommy, and was not told anything specific other than just to call me to schedule a fridge appointment. Disappointed not to have heard from Tommy directly, as promised, I call the store repeatedly until Tommy answers. I explain the situation and tell him I need his help to navigate the service process because a serviceman already tried and failed to fix the problem, and I don't want to repeat the unsuccessful process. He tells me B&S does not "make the product" and is "not responsible" for the product, and he has nothing to do with the "service department." He keeps repeating, "There is nothing I can do!" When I ask him if he can at least ask the service department to send someone more experienced and knowledgeable than the prior serviceperson and/or to send a serviceperson sooner, he tells me, incredibly, that Tuesday (4 days from now) is already a specially early appointment since it normally takes "two weeks" to schedule a service call!!! WOW. I said how can someone with a defective fridge wait two weeks for it to be fixed? What if they have food in the fridge? He did not answer directly, but said B&S does not have enough service people because not enough people want the jobs. Tommy subsequently hung up on me, even though he was the one raising his voice and I was calmly rebutting his arguments about why he cannot help me at all. I understand that Tommy's job is to sell, rather than deal with service, and perhaps B&S is having problems hiring enough servicepersons, but I did not expect such a brush-off in this situation. I feel Tommy could have at least tried to talk to their service people and asked them to give me priority since a prior service call failed and this is supposedly a brand-new fridge. I am now unhappily contemplating what my next step should be. : (

Terribly -- on the weekend of July 24 my refrigerator that had been purchased from Bray and Scarff died. I called service on Monday morning July 25. A very unhelpful service representative told me that the earliest anyone could come out was Friday, July 29, and they could not tell me whether they would be able to fix it on that date until they looked at it. I asked for a 30 minute call before the serviceman got to my home. On Friday afternoon July 29 I received a call from the repair person who said he would be at my home in 10 minutes. I told him I was supposed to get a call 30 minutes in advance. He said he would be there in 10 minutes and if I was not there would wait 5 minutes and then move on to other appointments. I rushed to catch a cab home -- he did not arrive for almost an hour. After looking at the refrigerator -- and charging me $106.00 to do so -- he said a part would have to be ordered. He told me it would be ordered that day, July 29 or the following, and would arrive within 3 to 5 business days -- i.e. the following week. The following Wednesday afternoon I got a call from Bray and Scarf asking that I put down a deposit on the part so it could be ordered. It had not been ordered as he said but instead someone sat on it for 5 days. I put down the deposit and was told that someone would contact me the following week when the part came in -- it would take 3 to 5 business days. I heard nothing for 2 weeks. On August 15, I got a call that the part was in but no one was available to install it for 10 days -- on August 26. I asked if there was any way it could be done sooner and was told no. I asked for a 30 minute call before the service man arrived and was told that since I lived in DC pursuant to a new policy that was not possible. I asked if it would be possible to tell me where in the technician's line-up I was -- near the beginning or at the end -- and again was told no. On the morning of August 26 I got a call from Bray and Scarff. Notwithstanding that fact they had the part for 10 days, no one had bothered to check it until that morning. At that point they noticed that it was damaged so a new one would have to be ordered. A week later I got a call that the part was in and would be available for installation the following week. The person in charge of repairs called -- and she was pleasant and apologetic -- but this did not help the fact that at this point I had paid Bray and Scarf $156 and had been without a refrigerator for 6 weeks. She told me that she would be sure that I got a call 30 minutes before the repairman arrived. The day before the scheduled repair I got a call to advise me that the repair person would be at my home between 1 and 5. I asked the person to check that the 30 minute call was in the record. She said that it was not and that they could not call me because I was in DC. Again, they could not tell me where in the line-up I was. Ultimately the part was installed. In sum, Bray and Scarf's service was very disappointing . Generally, except for the service department supervisor and the technician, everyone in service with whom I had contact was rude, unprofessional , unreliable and unhelpful -- there was not even a facade of caring about customer service. This experience was sufficiently bad that not only will I never call Bray & Scarff for service on any of my appliances -- all of which were purchased from them, but I also will never buy another appliance from Bray & Scarff. To reiterate -- I was without a refrigerator FOR 6 1/2 WEEKS.

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Bray and Scarff cancelled first scheduled maintenance appointment to repair dysfunctional washing machine because their repairman was sick. Scheduled for repair one week later. Unqualified repairman could not identify problem and called for assistance. He was informed that the "error codes" indicated that a replacement part was necessary and the part would be ordered the next day. Bray and Scarff would contact us to schedule an appointment when part arrives - 3 to 5 business days . This is extremely poor service for a two year old washing machine that is still under warranty. Bray and Scarff are happy to sell you appliances but buyer beware of their repair and maintenance services for appliances under warranty.

Still do not have an operating refrigerator, and Bray and Scarff not taking responsibility is in excusable and customer service reaction to my comment of never purchasing from Bray and Scarff was "ok".

They are extremely professional. They did the whole thing and are excellent. We dealt with a designer there named Jenifer Catania. The whole office were professional. They really do a great job. They are fairly priced. It was a pretty big job.

It wasn't a very good experience. For the sales, they're okay, but on the service they are pretty low. I think the price is middle of the pack. I will use them only because I have their appliance. We will use them for repair.