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. has 15 locations, listed below.

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• 

  Bray & Scarff, Inc.

  8610 Cherry Ln Laurel, MD 20707-4950

  
• 

  Bray & Scarff, Inc.

  6721 Frontier Dr Springfield, VA 22150-1412

  
• 

  Bray & Scarff

  6435 Dobbin Rd Columbia, MD 21045

  
• 

  Bray & Scarff

  2087 West St Annapolis, MD 21401

  
• 

  Bray & Scarff, Inc.

  5715 Langston Blvd Arlington, VA 22207-1424

  

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:09/22/2022

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The issues regarding frost in both the Interior of refrigerator and freezer has not been address or resolved. Fruits and vegetables are subject to frost damage from interior frost issue. 
  
  Regards,
  
  ******************************

  e ice-maker started making ice several days later. An evening or two passed, and we went to the freezer to retrieve some ice cream, only to find all frozen items melted, and of course, no more ice. My husband went to the Bray & Scraff Alexandria store the next day, 17 September, to complain. An "URGENT" request for repair was put into the system, although the service was closed until Monday. Monday afternoon, I called repairs and informed they would get back later. Shortly before 4 pm, we received a call saying the repair would occur on 22 September and not sooner. Fortunately, the freezer seemed to work properly a few days later, although still lots of frost inside the refrigerator. Again, the repairman came out not able to explain the frost or the cold air from the freezer as pointed out previously. After much discussion, the repair person said he would order a gasket for the freezer. So-called repairs and no resolution. Salesperson contacted re: a replacement refrigerator. Awaiting reply.

  

  Business Response

  Date: 10/19/2022

  Good morning,

  ******************* was contacted on 10/12/2022 to confirm the unit was functioning properly. She stated that the unit seemed to be functioning OK. If ******************* has any additional questions or concerns she should feel free to contact Candance C********* of the Resolutions Department at *****************.

  Best Regards,

  Wayne P.
  

  

  Business Response

  Date: 11/23/2022

  Good afternoon,

  The customer is scheduled for service on 12/7/2022 to re-examine her unit and she seems fine with this. If she has any additional questions or concerns she should feel free to contact Candace directly @ ******************.

  Best Regards,

  Wayne P.

• Initial Complaint

  Date:09/08/2022

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Debra B********* is not the only individual required to bring about a resolution. I too, am waiting to speak to her. I phoned her on October 10 at 11:17am and was told she was unavailable, and a representative took my contact information. I phoned again on October 11 at 4:11pm with the same outcome. A third call was made on October 13 at 11:39am with no success. Communication, or rather the lack of it, is apparently a huge problem in this company. Ignoring a customer with an issue does not make a problem go away. Mistakes are not owned up to and the customer is put upon to take the financial hit. (i.e., "misplaced appliances") It is truly a shame that a complaint has to be filed to get any reply at all. 
  
  Regards,
  
  *******************

  her until the beginning of September. Finally, on September 13, the materials were delivered, but not without incident. Diana W***** failed to make advance contact with the condominium management office to reserve the loading dock. When I asked Diana why she postponed the start of the project by 2 months, she replied "so I could could concentrate on other things" From that time to the present, a work team shows up to the project about once every 6 to 8 weeks and accomplishes very little. The demo team didn't follow instructions and disposed of all the appliances instead of retaining them. I used the final deposit to purchase a replacement gas cooktop. I am still owed an ice maker which wasn't delivered with the refrigerator, a disposal and a combination microwave convection oven. The base cabinets were installed crooked. Now, Diana W***** ignores my efforts to contact her. I don't have a finished operable kitchen. The overhead is expensive. This project is 14 months behind. It must be finis 

  

  Business Response

  Date: 10/18/2022

  From: <*************@brayandscarff.com>
  Date: Tue, Oct 18, 2022 at 2:39 PM
  Subject: Complaint #******** *******************
  To: *********************** <*************@mybbb.org>
  Cc: Wayne P***** <*******@brayandscarff.com>, Debra B***** <*******@brayandscarff.com>, Justin P**** <******@brayandscarff.com>
  
  Good afternoon,
  
  We are currently waiting to speak with ************** about the issues she listed in her complaint. We would like her to reach out to *********************** by using ************** to discuss the options. It is very important for her to speak with ***** since it is too much to resolve via email. If ************** would like to email ***** a date and time that will work better for her, she can email ***** at *******@brayandscarff.com. Please include the best call back number to be used. We look forward to hearing from her soon.
  
  Best Regards,
  
  Wayne P.

  

  Business Response

  Date: 12/12/2022

  From: <*********@brayandscarff.com>
  Date: Mon, Dec 12, 2022 at 1:21 PM
  Subject: Complaint ID ********; *******************
  To: *********************** <***********@mybbb.org>
  Cc: *********************** <************@brayandscarff.com>
  
  Good afternoon,
  
  Debra spoke with ************** and ************** has agreed to the sink and over the range microwave she has proposed the resolve this complaint. If ************** has any additional issues or concerns she should feel free to reach out to Debra directly.
  
  Thanks
  
  Wayne P.

• Initial Complaint

  Date:09/06/2022

  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.

  Hi -We have been a long-standing customer and have purchased all of our household appliances from Bray and Scarff. In 2017 we purchased a ******* *** dishwasher from the location in Annapolis. The dishwasher was only several months old when we started having trouble with it. We have had the dishwasher serviced at least 7 times and its always the same issue- the electrical panel. We have tried to get the dishwasher replaced, have taken all necessary measures, yet B&S keeps saying they need to send a technician out; they send someone out, replace the panel, then it breaks again and we start all over. We purchased a warranty through B&S and every time we need help because its broken, it has been a challenge to get help- I even go into the store and the employees tell me they cant help me and give me the general customer service number. They tell us we need to contact ******* *** directly with our issue. We have nothing but trouble trying to get a dishwasher that is not broken. The dishwasher just broke again for the umpteenth time and I went to the store- no help at all- just call customer service. So I called customer service they told me they would send a message to escalation. I got no call back, so I called again. This time they told me the warranty ran out on June 6th and there was absolutely nothing they could do to help me. I asked them again, and they said they would send to escalation. Again, no return call. If they had replaced the dishwasher around the 7th service call last year, I wouldnt be in this situation. I have tried to call corporate offices and am getting nowhere and no response. I would like this resolved with a new dishwasher so I dont have to actually drive there. The lack of customer service is astounding- even when I paid for the warranty! *****************************

  

  Business Response

  Date: 10/24/2022

  From: <***********@brayandscarff.com>
  Date: Mon, Oct 24, 2022 at 2:25 PM
  Subject: Complaint ID ********
  To: *********************** <**********@mybbb.org>
  Cc: *********************** <***********@brayandscarff.com>, *********************** <**************@brayandscarff.com>
  
  
  Good afternoon *****,
  
  **************** accepted an offer of $500 store credit in lieu of a repair. She will work with the store manager of Annapolis Mickia. If **************** has any questions or concerns she should feel free to contact Evan S************ directly at ************ or ************.
  
  Best Regards,
  Wayne P.

• Initial Complaint

  Date:08/09/2022

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The dishwasher was NOT installed correctly.  The racks roll out on their own, which means the dishwasher is not level.  Additionally and most importantly there is not a high loop installed in the drain line.  This high loop is necessary for all dishwashers to function properly (if they don't have an air gap - ours does not).  See link here for explanation:  ***************************************************************************************

  This lack of knowledge about the high loop makes me question:

  1) If the installer sent actually knows how to install a dishwasher

  2) Bray & Scarff is purposely installing dishwashers incorrectly to provide further business for their service department.  Not installing a high loop will eventually lead to waster water backing up into the dishwasher, which is already happening.  I also believe they did not install a high loop originally, which lead to all the service calls over the past 4 years. 

  Additionally, I attempted to contact "Candace" via phone but that extension does not exist - it's either 1 for service department or 2 for products. I have waited on hold for 3+ hours for this one single issue.  I will not call the service line and wait for 30 minutes on hold only for someone to tell me a "supervisor will call me back."

  Please process refund of $250 for the warranty. 

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

  on a Friday and the technician asked if she could create a bigger hole in the cabinet to accommodate the smaller hose. We agreed, she started work, but ultimately decided she could not do it and left after completing no work. She did not provide an update on when the new parts would be ordered. No follow up phone call or email. I called for an update on 8/3/22. They took my information & told me a supervisor was "on the phone and would call me back." 6 days later they have not called back. I called for another update on Tues. 8/9/22 and requested to be connected to a supervisor - they would not. They took down my information and said a "supervisor would call me back." They have not called back. I am requesting a refund of the full $250 that I paid for the 5-year warranty. Their technicians are clearly unwilling or unable to complete the work competently and I question if they are doing poor work purposefully. Additionally, they refuse to return my calls.

  

  Business Response

  Date: 09/06/2022

  Good morning,

  A repair call was made on 31 Aug 2022. The technician stated the issue was resolved. Candace from the Repair office called to confirm with the customer on 1 Sept 2022 but the customer has not responded. If ********************** has any additional questions or concerns he should feel free to contact Candace  directly at *******************.

  Best Regards,

  Wayne P.
  

  

  Business Response

  Date: 12/01/2022

  From: <*********@brayandscarff.com>
  Date: Thu, Dec 1, 2022 at 1:21 PM
  Subject: Complaint: ******** *********************************
  To: *********************** <**********@mybbb.org>
  Cc: *********************** <*********@brayandscarff.com>
  
  Good afternoon,
  
  A refund in the amount of $249.95 will be issued for the cost of the warranty. This will cause the warranty to be cancelled going forward. It will that 5 - 10 business days for the refund to be processed. If the customer has any concerns or questions he should feel free to contact Candace of the Repair Department @ *** ******** ext. ***.
   
  Best Regards,
  
  Wayne P.

• Initial Complaint

  Date:08/08/2022

  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.

  [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. 
  
  Regards,
  
  *************************

  From: ************** <************************>
  Date: Thu, Sep 1, ***2 at 11:23 AM
  Subject: Incorrect Disposition on Closed Case
  To: <[email protected]>
  
  Good morning,
  I am hopeful that you can help me.  This is in regard to case #******** with Bray and Scarff Appliances.  I received an email saying the case was closed with a disposition that I was not satisfied.  I do not recall receiving communication asking me to alert you to a disposition.  I apologize if I missed that. In fact, the monies have been refunded to me and I am pleased with the outcome.  If it is possible to change the disposition that would be very helpful as I would not want the company to suffer unnecessarily.
  
  Thank you,
  ********************************
  *** *************** #***
  Lutherville MD *****
  **********

  olicy/warranty that has not been used as the company has proven itself to be unreliable.

  

  Business Response

  Date: 08/19/2022

  Good morning,

  A refund on invoice ****** in the amount of $579.90 has been issued to **************** ***** ***** acct. William has been in contact with the customer and she should be aware of the resolution. If **************** has any additional issues or concerns she should feel free to reach out to William directly.

  Best Regards,

  Wayne P.
  

• Initial Complaint

  Date:08/08/2022

  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 have been toggling with Bray and scarf and centricity over my refrigerator repair since January- I have been without a refrigerator since june. They have not efficiently repaired the fridge nor provided adequate service to help repair. I have been begging them to help and got a call from a lady this morning who argued with me about they weren’t the ones responsible that I bought a warranty and they never promised to repair my refrigerator. I advised they were the ones that sold me the warranty- I advised my father is having heart surgery in September and the repair is becoming dire at this point bc I will need to refrigerate his medications- she argued that bray and scarf wasn’t responsible for any of it. I was begging for help by this point and started raising my voice bc I’m desperate for help and no one is listening to me or helping me- and she said you can sit on hold that’s what you can do- and clicked off the call. That is the same as hanging up on a customer- so now I have a useless warranty- no refrigerator and a customer service agent that just doesn’t care

  

  Business Response

  Date: 08/19/2022

  Good morning,

  ******************** unit was exchanged on 17 Aug 22.

  Best Regards,

  Wayne P.
  

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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.

  [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. 
  
  Regards,
  
  *************************
  
  thout a refrigerator to offset the food spoilage and purchases of ice since my refrigerator broke on July 10, 2022. Jim D****** My July 20, 2022 email to **: My original ** refrigerator broke during the winter of 2022 after 15 years of reliable service and it took months to get a replacement due to supply chain issues and Covid. I bought a replacement from Bray and Scarff and it was installed on May 17, 2022. On July 10, 2022 the new ** refrigerator failed and a ** technician came on July 12, 2022 to diagnose and repair the unit. The technician hooked his laptop to a connection on the top of the unit and ordered some parts. He never opened the back of the unit and he wasn’t in my house more than 15 minutes. I was masked but he said that he didn’t need to mask up but he spent most of his time complaining that he had a lot of stops that day and he didn’t want to work late. Between July 12, 2022 and July 19, 2022 three parts packages arrived for the next technician. Mr. AJ, the

  

  Business Response

  Date: 08/16/2022

  Good morning,

  The unit was exchanged on 9 Aug 2022.
  

  Best Regards,

  Wayne P.