Complaints

This profile includes complaints for Bray & Scarff, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bray & Scarff, Inc.

  8610 Cherry Ln Laurel, MD 20707-4950

  
• 

  Bray & Scarff, Inc.

  5715 Langston Blvd Arlington, VA 22207-1424

  
• 

  Bray & Scarff, Inc.

  8486 Tyco Rd Ste D Vienna, VA 22182-2248

  
• 

  Bray & Scarff, Inc.

  46262 Cranston St Ste 102 Sterling, VA 20165-7241

  
• 

  Bray & Scarff, Inc.

  20660 Seneca Meadows Pkwy Germantown, MD 20876-7025

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Title:Rebate Denied Despite Promotion No Clear Support or Resolution Path Provided Business Name:Bray & Scarff ******************* Specialists (South Riding location)Complaint Description:I purchased an appliance from Bray & Scarff at their ************, ** location. As part of the transaction, I was provided a rebate form to submit for a delivery rebate.When I attempted to submit the rebate using the official rebate website, I received an error message stating that the purchase was not eligible for the promotion based on the information I entered. I triple-checked the data, and all fields were filled accurately using the information from my receipt.I reached out via email to the salesperson, ******* *****, who handled the sale. I provided a screenshot of the rebate form with the data I entered, along with the error message. ******* followed up with a voicemail stating that he was "just checking in" and asking if I needed anythingbut did not address the issue I raised nor offer any actionable steps to resolve it.Unfortunately, this has become a dead end. There is no additional contact information for either Bray & Scarff or the rebate fulfillment center to escalate or resolve the issue. I am now at risk of missing the rebate submission window through no fault of my own.What I Would Like:I would like Bray & Scarff to: Acknowledge the issue and confirm whether my purchase is eligible for the delivery rebate as promised at the time of sale. Assist me in successfully submitting the rebate or honor the rebate directly if the rebate portal is not functioning correctly. Ensure this is resolved before the rebate submission deadline.I have attached the screenshots showing the rebate entry form and the rejection message I received for review.

  

  Business Response

  Date: 05/28/2025

  With the involvement of our store Manager in our South Riding store, they were able to make the necessary corrections to assist Mr. ******* in getting the rebate approved.

  Customer Answer

  Date: 05/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The store manager was very helpful and attentive to this matter.

  Regards,
  
  **** *******
  

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an extended warranty through Bray & Scarff covering our GE Range, GE Fridge, KitchenAid Dishwasher and ** **** for $1229.80 on May 13 2022 to cover through May 13 2027. We were led to believe our warranty did not begin until the appliances were installed following our renovation that started July 11 2022 done by Bray & Scarff and the contract was e-mailed to us Jan 10 2023. Regardless, our warranty is not being honored in the present.On Feb. 27 we made an appointment for a technician to service our range which was tripping the circuit breaker every time we tried to bake. The technician arrived on March 5. Initially the technician believed the oven was on a circuit with the wrong voltage (all electrical work was done under Bray & Scarff's contracting as part of the remodel). The provided solution was to switch the range to a different circuit using an outlet next to the stove. This solution did not work.The technician came back to our house March 12. This time, diagnostics revealed the oven igniter for bake (part #: WB13X25500) was shorting and a bad machine control board (part #: WB27X44158). We routinely called Bray & Scarff and were told various stories typically amounting to 1 part being available and the other not. These stories were not consistent. We repeatedly checked with ** and the parts were in stock the whole time. Finally, on May 20, after speaking with warranty representatives more than 10 times, the technician arrived with parts but the oven bake function on the range still fails to work, tripping the circuit breaker when attempted regardless of outlet used. In speaking with Bray & Scarff, we were told the new part that needed to be ordered would be by the end of the day.When following up today, we were again told a new story where they don't know what part needs to be ********** this point, we want our money back on the failed range (listed today: $2799) and on the warranties that we know Bray & Scarff will not reliably honor.

  

  Business Response

  Date: 05/30/2025

  Our service manager spoke with customer. We are waiting on EPIC to review pics we sent of the wrong part so we can get the correct part. She is waiting for update from EPIC, She will continue to follow up with both EPIC and customer in hopes of getting unit repaired ASAP. We can update the complaint once the unit has been repaired.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misrepresentation and Fraudulent Business Name: Bray & Scarff Business Location: *********************************************** Date: 12/6/2022 Warranty Item Number: R5Y3000 Complaint Description:On December 6, 2022, I purchased a GE refrigerator, GE washer, and GE dryer in a single transaction from Bray & Scarff. At the time of purchase, I was also sold a $600 extended warranty, which I was explicitly told covered all three appliances.However, when I recently attempted to use the warranty service, I was informed that the warranty only applies to the refrigerator. Upon reviewing the warranty documentation, I discovered that the refrigerator is listed three times under the section that lists covered items. There is no mention of the washer or dryer, despite clear verbal assurances at the time of sale that all three appliances were covered.This misrepresentation constitutes fraud. It is illegal to knowingly provide false information about the terms or scope of a warranty in order to induce a sale. Misleading a consumer into purchasing a warranty under false pretenses is a deceptive business practice and violates both consumer protection laws and ethical business conduct.I am requesting the following:A full refund of the $600 warranty cost due to misrepresentation.Immediate correction of this fraudulent practice to prevent other consumers from being deceived in the same way.A formal investigation into this incident by the BBB and any appropriate regulatory body.I am prepared to pursue additional legal remedies if this matter is not resolved promptly and fairly.Desired Resolution:Full $600 refund Written acknowledgment of wrongdoing Policy changes to ensure accurate disclosure of warranty coverage Attachments:Proof of purchase Copy of warranty documentation

  

  Business Response

  Date: 05/28/2025

  Unfortunately the customer only purchased a service contract on his refrigerator. The ticket he provided in this complaint lists only the refrigerator model number as the only product covered. Attached is the entire ticket that also shows only the refrigerator as covered.  Also attached is the terms and conditions that ********** (Service contract provider) emailed to the customer at ******************** We try to be very clear as to what is covered and what is not. This is neither fraudulent nor negligence.  

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Refrigerator failed more than 2 weeks ago.Refrigerator Model #: PYE22KBLTS I called the Cray and Scarf store in ********** and was told to call the claims department.I Called the number given and work through the automated attendant.I received a email notification with a dispatch number, schedule for the next day.The next day at 5:00 pm I received a email asking me how my service went...No one was dispatched.I called the claims number again and was told that the claim was not actually entered, he put in a claim and a technician was dispatched.The tech claimed it was a sealed system and he could not work on it.I was forced to contact the dispatch again to get a 2nd tech to come out.The 2nd tech came out 5/9/25, he examined the fridge and stated that he could not work on the failed compressor because it is a sealed system and uses a combination of Freon and butane and working on it would constitute an explosion hazard.I was told that I would receive a call from Centricity within 48 Hours on Monday 5/12/2025 with a decision on weather a ** tech would be dispatched or the refrigerator *********** is Friday and I had to call Centricity again and have been on the phone with them for at least 2 hours today to find out when a GE tech would be dispatched to my house or the refrigerator replaced.I have asked to speak to a supervisor a minimum of 6 times today. None were "AVAILABLE".Centricity was on the phone with the Bray and Scarff dispatch and received no status.I was told that they would continue to contact dispatch and would call me back. (I believe this to be a total lie to get me off the phone)it is 6:57 PM on Friday, NO call and no attempt by a supervisor to contact me

  

  Business Response

  Date: 05/27/2025

  ******* from our Service Escalations team has been working with Mr. ****** as well as service contract company and **. She has confirmed with Mr. ***** that he is scheduled with GE for 6/4/25 between 8:00 am-12:00 pm. Confirmation #*********.

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a GE refrigerator freezer from Bray & Scarff on 7/15/2021. We purchased the extended warranty. The week before Thanksgiving 2024, our water dispenser/ ice dispenser started leaking and the ice cubes were wet. And the motor started making a loud running noise. We called service, They came out, evaluated and ordered parts. A week later, parts came in, service tech came out, installed the parts, and we were good. About 2 weeks later, the noise started and the dispenser started dripping again. We called again and once again, the tech did the same thing. On Christmas Eve, the tech came out, installed the parts and left. We had ice on Christmas Day. By January, it started again. Short version, this has happened numerous times and weve had at least 7 service techs out. The freezer keeps freezing on the inside, we have no ice, and now the refrigerator inside temperature is 59.9 degrees. Ive had to throw out so much food. I have called service, the warranty company, corporate office and the Bowie store manager. Everyone I call has a different story. One tells me the replacement was approved, then they say its under review. Everyday, there is a different story. The warranty company tells me one thing; service tells me another. All I can definitely say is that my refrigerator/freezer is dying a slow death. The running noise is so loud. My wife has to go to the store everyday to buy food for dinner because we cant keep food in the fridge safely. I call everyday and the person tells me they are going to call me back. And they never do. The Bowie store manager has been helpful, but he can only do so much. Im at my wits end.

  

  Business Response

  Date: 04/23/2025

  We were notified on 4/21/25 that **** (the service contract provider) has reached an agreement with the customer on a cash settlement. They are mailing the check directly to the customer.

  Customer Answer

  Date: 05/03/2025

  Between **** & Scarf and the extended warranty company the matter was resolved with a check for the amount we paid for the appliance. To replace the appliance with the same model, cost us approximately $700 

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Following up on complaint ********. Called Bray and Scarff 4/14/2025 to inquire about part status & told order for the part was cancelled bc the warranty company said they would not be covering any further repairs. Requested management call back to further discuss why this was not going to be covered given that this was a re-work repair. Called Epic Centricity to inquire why Bray and Scarff told me that this was no longer covered. Told by warranty team that Bray and Scarff never sent the claim in & it was over 30 days so it was not covered. Requested call back from a manager. On 4/15/2025, called both Bray and Scarff and EPIC Centricity to inquire about issue w/ repair and warranty coverage. Requested call back from management supervisor & was told by both someone would call me back. *************** said they didn't receive info from ****************************** is no longer covered. Explained the process for repair through Bray and Scarff - the authorized company who would be performing repairs-request appointment (usually 2 wk), tech visit to assess & recommend repairs, parts ordered (2 weeks), and f/u visit (2 weeks to get scheduled). Still waiting for call back from supervisor/manager from Bray and Scarff and EPIC ********** warranty. Called Bray and Scarff today, 4/17/2025, and requested call back again from a supervisor. Was told someone would call me today. Called EPIC today, 4/17/2025, requested call back from supervisor and was told that repair would likely not be covered because it had been more than 30 days since I called about the rework even though I had been in contact with both EPIC Centricity and Bray and Scarff. I am still waiting to hear back from someone as to the repair, the parts, and why they are now saying this is not covered when it is a rework of a rework of a rework from a repair that was covered under warranty from November. I would like this fixed and I want them to cover it fully as outlined in my extended warranty.

  Customer Answer

  Date: 04/18/2025

  I have called Bray and Scarff and EPIC Centricity four times this week inquiring about my parts and the repair needed to fix my refrigerator water dispenser. I have requested a call back from a manager/supervisor each time and was told they would call me back that day or by the end of the week. It is no 320p EST and I have yet to hear back from anyone from Bray and Scarff and EPIC Centricity. I was told my calls were escalated each time and today was told by Bray and Scarff they sent a request on 4/15/2025 and do not send daily requests even when customers call back to follow up. Additionally, each day they tell me managers are either out of the office or in meetings and reassured they would call me back by close of business. Again, I have yet to hear back from anyone regarding my calls and repair 

   

  

  Business Response

  Date: 04/22/2025

  The decision was made to replace the customers refrigerator. A member of our Service Escalations team has contacted Ms. ****** and sent the authorization to the store where the purchase was made. The replacement unit is scheduled to be delivered and installed Saturday 4/26/25. Ms. ***** is aware. Thank you.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********** refrigerator from Bray & Scarff, *******, ************************ in August 2023, along with a five-year extended warranty. In early January this year (2025), I noticed the gasket on one of the doors had started to tear. I immediately contacted Bray & Scarffs service line; they scheduled a technician visit, but the technician called (last minute) on the scheduled visiting day to cancel due to illness. We rescheduled for January 31, 2025.During the January 31 visit, the technician confirmed the gasket needed replacement and said they would order the part. Nearly the entire month of February passed with no update. In early March, I called for a status and was told the part was on backorder. However, when I checked *********** official website, the exact gasket was listed as in stock and could ship immediately.I have since made multiple follow-up calls to Bray & Scarff. Each time, the customer service representative repeats that they are waiting for an update from their parts department. My most recent call was on March 21, 2025over a week laterand there is still no new information about the part or the repair timeline.This ongoing lack of responsiveness is extremely frustrating and unacceptable, especially given that I chose Bray & Scarff to support a local business and purchased the extended warranty for peace of mind. Instead, the communication and repair process have been unreasonably delayed, and the warranty coverage seems meaningless.Desired Outcome: I would like Bray & Scarff to promptly fulfill their service obligations by acquiring and installing the needed gasket without further delay. If the part is truly unavailable, I expect transparent communication and, if necessary, a suitable alternative solution to ensure our refrigerator is in proper working condition. I hope this matter can be resolved quickly and professionally.

  

  Business Response

  Date: 03/28/2025

  Gasket arrived and we scheduled the customer for 3/26/25 (her requested date). Per tech he heated the deformed new door gasket for about 45 minutes (due to part being in a box). Removed the torn right side door gasket, installed the new one, heated again until the gasket got its original shape. Repair was completed 3/26/25.

  Customer Answer

  Date: 03/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I also wanted to express my sincere gratitude for your support in resolving my complaint. Thank you for standing by your principles and ensuring that individual customers are heard and assisted when issues arise.
  
  Regards,
  
  ******** ***
  

  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a freestanding Whirlpool dishwasher from the Cockeysville Bray & Scarff (B&S) 1/15/25. It was delivered 1/24. I removed the faux butcher-block top and used my own top. The second time I used the new dishwasher, about 2 weeks later (I live alone and only run a dishwasher once a week), my Delta kitchen faucet (to which the dishwasher connects) began violently squirting water from the base of the spout. I applied plumber's tape and called Whirlpool, who told me that dishwasher drain pumps are now so powerful that they exert tremendous pressure on pipes and fixtures. 1 week later I realized that water from the intense pressure was causing leaks beneath the sink (where I couldn't see it) into the basement below (where I discovered it). I realized that I couldn't keep the dishwasher as my plumbing could not withstand the pressure and would need to have a built-in dishwasher installed instead. An electrician installed wiring for a built-in dishwasher. A plumber prepared an estimate to run piping for a built-in dishwasher. I arranged for a ********* to install a "box" for a built-in dishwasher to slide into. On 3/12 I called B&S to request an exchange of the freestanding dishwasher for a more expensive, built-in model. They said the purchasing department would need to approve it and there would be a 20% restocking fee, to which I agreed. On 3/17, they told me they would not take the dishwasher back, that I had only 7 days from date of purchase to return it. I didn't even know it would not work with my plumbing system in 7 days! Nowhere on the B&S receipt does it say I have a finite time to return an appliance. Since the estimates to have a built-in dishwasher installed were due to expire, I had to buy one at ******. It clearly states on ****** receipt how much time I have to seek a refund. I want a full refund from B&S less a 20% restocking fee, which is fair. The top has not been used. The dishwasher is brand new. They can sell it or return it to Whirlpool.

  

  Business Response

  Date: 03/26/2025

  Bray and Scarff has a 7 day return policy. The policy is prominently displayed at our store by the check out counter and is on the front page of our website (******************************) under "Sales Terms/Refund Policy". After the 7 days expired, we would not authorize the return. 

  Customer Answer

  Date: 03/26/2025

  I never went into the **** & Scarff store in making this purchase and I never expected to have to return my purchase. By **** & Scarff's own acknowledgement, the only thing prominently displayed on the front page of their website is a link to the store policy, NOT the policy itself. At the seven-day ***** the dishwasher had not yet been delivered and I certainly had no way to know yet that it would cause my plumbing fixture to fail and leak into my basement after only two uses.
  
  When I lodged my complaint against **** &Scarff on March 20, I asked for a full refund because by that time **** & Scarff had refused to exchange the freestanding Whirlpool dishwasher I bought from them for a built-in KitchenAid model, and I was compelled to purchase a built-in KitchenAid dishwasher from ******, even though I offered to buy a new, more expensive, built-in KitchenAid dishwasher from **** & Scarff. However, even though I have now purchased a built-in dishwasher from ******, ****** cannot deliver the new dishwasher until April 10. The ****** receipt clearly states that I have 30 days to cancel the order for a full refund.
  
  Therefore, my original offer to **** &Scarff still stands. If **** & Scarff will take back the freestanding Whirlpool dishwasher they sold me which is in brand new condition, and will apply the refund to my purchase of a new, built in KitchenAid model #KDFE204KBL dishwasher at the same price from **** & Scarff that I paid ****** (**** & Scarff promises in their ads to match the price of competitors), then I will cancel my order at ****** and buy the new KitchenAid dishwasher from **** &Scarff instead, so they don't lose the money by taking my original purchase back. That is also fair.
  
  I paid $977.55 for the KitchenAid dishwasher at ******, plus $58.86 tax and $29 delivery for a total price of $1065.21. If **** & Scarff will give me the same deal, and apply the $881.87 price of the Whirlpool dishwasher I am returning plus tax of $52.91 minus a 20% restocking fee of $176.37 for a total credit of $758.41 toward the new KitchenAid dishwasher, then I will forego my request for a full refund and take the exchange instead.
  
  I have attached my receipt for the Lowes KitchenAid dishwasher so you/they can see the amount I paid for it. Please extend this offer to **** & Scarff, so they know there is an alternative to giving me a full refund.
  Thank you.
  ****** ******
  **************************************************>****************************
  ***********************************
  ************ (landline, no texts)

  

  Business Response

  Date: 04/16/2025

  Again, our return policy is 7 days from delivery and the customer was well outside that 7 days. It is a posted policy. Unfortunately we will not return or exchange the unit.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Kitchen Aid Refrigerator from Bray and Scarff along with the supporting extended warranty. I submitted an online ticket for repair work on my water dispenser prior to the expiration of my warranty back in November of 2024. Bray and Scarff has been out to my house multiple times to fix this issue and my refrigerator water dispenser is still non-functional. Now my ice maker is not making ice correctly, it makes a noise when it fills the ice trays, and after the last "repair" on the water filter, the water was spraying out of the water dispenser as the ice maker attempted to fill the trays. I sent a text to the tech who provided the service and never received a response. Bray and Scarff told me they would call me Friday 3/14/2025 (the day after the latest repair) and I never heard back from them. I called this AM and they said my issue was being looked at by the senior tech and said someone would reach out but refused to give me an exact time frame. I also called the extended warranty company, ***************, to see if they could push this through on their end. They called Bray and Scarff and were told they told me that they would call in one to two days. It's been since November of 2024 since they have been working on this issue and yet my water dispenser is still broken and now my ice maker is having issues. They have replaced the same part twice, replaced my filters multiple times (at my expense and each filter is about $50-$55), and replaced some sort of valve in the back of the refrigerator. Each time they close out the ticket leaving me to either live with a non functional water dispenser or call back and get them to come back out. Each time I call, it takes a week or two to get someone scheduled to come for a repair and they require that someone "assess" the refrigerator each time to see what is not working. After they assess what they didn't fix, they order parts which is another 1-2 weeks. Then I wait for the actual repair-another 1-2 weeks.

  

  Business Response

  Date: 03/28/2025

  Tech ran follow up call on 3/27/25 and to look at new issue customer reported. Per tech March 27th, unit trip circuit breaker twice last week. Replacing power board.March 26, Updated **** on following (Case# **********. Replace Unit wiring assembly as per tech) . Tested whole unit with KitchenAid tech line, water line and found the filter housing it defective, needs replacement.Water drain was clogged and dripping inside ref, cleaned and confirm operational.3rd from bottom tray broken. We will repair the unit and the customer service contract will pay fully for repairs. 

  Customer Answer

  Date: 04/08/2025

  I am still waiting for the repair to be done. They arrived a couple of weeks ago to look at my freezer and why it was making noise. They also inquired about why the refrigerator was tripping the circuit. They ordered parts again and it's been over two weeks since I have received an update. Again, during this process, I was not updated or notified that they had decided to order a part until I called and demanded an update. 

   

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The entire process was and continues to be a disaster. Where can I start?The customer service is less than 1 star, so I cant rate it any lower. This survey is the first time in a year of starting the process that anyone asked about our satisfaction. We purchased a kitchen install with plumbing and electrical. Additionally, we bought a SubZero refrigerator and a Wolf stove top. This required an additional charge for professional installation, and I cant emphasize how much of a joke that was and is. The SubZero was damaged upon delivery and installation. We have had a technician out to our home three times and have had several parts replaced and adjusted. The service department told us they are only required to bring the refrigerator up to a reasonable condition. Wow, ten thousand dollars, but only reasonable? We have contacted ******* directly and asked for assistance in dealing with Bray and Scarff. The installation required change orders and additional charges that Bray and Scarff stated had to be paid before work could continue. We paid them immediately but finally had a final inspector clearance after six months. Here is the most annoying issue: the payment schedule. The communication issues were horrible, except for when they wanted their draws. We had multiple problems with installation and scheduling and informed them of our dissatisfaction. We received a tersh call from a Mr. **** demanding money. He promised a schedule and finish estimation, but he left the company after that. We were informed that there was a turnover at Bray and Scarff, and every time someone new became involved, we had to give an overview of how we arrived at this juncture, the delays, and the dissatisfaction, but they continued to hound us for the payment. I will never use Bray and Scarff for any additional homeowner needs. I will submit my review to the BBB and others because I do NOT recommend Bray and Scarff and advise everyone to avoid them.

  

  Business Response

  Date: 03/26/2025

  ****** from our ****************************** spoke with the customer. A return authorization has been granted and sent to the purchase store. The new unit will be scheduled for delivery and installation as soon as it arrives in our warehouse.