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: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 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. 

   

  arranty 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. 

• 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.

• Initial Complaint

  Date:03/01/2025

  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.

  [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,
  
  ***** *******
  
  be a 20% restocking fee. I told him that I wouldn't have bought the range, if he had provided the accurate information that the stove required a four-prong outlet. Furthermore, I reminded him that he sold me a three-prong cord and that he had indicated that it would be all I needed. I am asking that Bray and Scarff pick up the range and provide a full refund for misrepresenting the product.

  

  Business Response

  Date: 03/20/2025

  Our records indicate that the range was picked up on 3/12/2025 and a full refund of the purchase price was given to the customer. No restocking fee was charged.

• Initial Complaint

  Date:02/16/2025

  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.

  Better Business Bureau:
  

  I appreciate you following up on this case. Unfortunately, **** & Scarf repeatedly refused to take back the fridge and provide a refund or replace the fridge with a new one. This left us with really no choice. The company did come out and replace the door and the rattling noise seems to be fixed. So we are satisfied for now, but very dissatisfied with the company and their customer service. I will leave critical reviews on BBB and on other forums (e.g., Yelp, ******) to help out the public.

  I would like to thank you for taking this case. Your operation has helped me multiple times with large corporations (e.g., *********, Ebates) that don't care about the small consumers.

  Best regards,
  ****** ******
  

  
  someone, they tell us they would look into it and promise to call back the next day but we don't receive the call back. It has been almost 4 months since the refrigerator was delivered and we do not have a resolution. This refrigerator is very expensive and should not be making rattling noises. Thus, we do not want this unit anymore. We would like our money refunded and for them to take the refrigerator away so we can order from some other company. As an alternative, we would accept a brand new replacement refrigerator if they could promise it would be delivered and installed in a timely manner. This has dragged on way too long. Thank you for your assistance.

  

  Business Response

  Date: 03/17/2025

  Our service escalations team is working on resolving this. The parts distributor verified that the door is the correct one. We have scheduled our Master tech to come out on 3/19 to further assess and to install the door if it is correct. Our service team is just waiting to hear back from the customer if 3/19 will work. We will make sure the unit is repaired correctly, and at no cost to the customer.

• Initial Complaint

  Date:02/03/2025

  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.

  [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,
  
  ****** *****
  
  

  

  Business Response

  Date: 02/25/2025

  With parts being backordered from our parts distributer, we reached out to Beko to help facilitate the needed parts. After several failed promises and attempts to send us the part, we have made the decision to exchange the refrigerator for our customer. We have contacted her directly to make her aware. Thank you!

• Initial Complaint

  Date:01/02/2025

  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.

  The business now has replaced the unit in its entirety. a manager would call me back have happened. They say that can't replace the machine because that only happens if the problem is reported in the first 7 dats and I reported it on day 8. At this point, I have been trying to get resolution longer than the man machine actually worked. I would like a replacement of the machine with the 5 year warranty that I previously paid for restarted on the new day of delivery or a complete refund minus the old dishwasher takeaway fee.

  

  Business Response

  Date: 01/21/2025

  Miss ******* had contacted our resolutions department 1/10/25. The exchange was approved and the replacement dishwasher is scheduled to be delivered and installed on 1/24/25. This should resolve Miss ********* complaint.

  Customer Answer

  Date: 02/01/2025

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

• Initial Complaint

  Date:12/31/2024

  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.

  On 12/17/2024, Bray and Scarff delivered a brand-new Whirlpool refrigerator to my home to replace the one they delivered to me on 8/25/2023, which was a replacement for the original refrigerator that I purchased on 7/1//2023. The first refrigerator was replaced due to a bad compressor fan. The second refrigerator that was replaced on 12/17/2024 was due to a sealed system issue. The refrigerator that was delivered on 12/17/2024 had 2 dents in the side of the unit and the fan in the freezer is making a loud buzzing noise. I am supposed to be receiving $200.00 in compensation for the dents on the side of the unit. After multiple calls in regard to that issue, I hope that it will be resolved by 1/6/2025. In regard to the issue with the noisy freezer fan, I was scheduled to have a Bray and Scarff service technician come out to check and fix the issue on 12/31/2024 between the hours of 2:00 pm and 6:00 pm. Unfortunately, no technician from Bray and Scarff ever contacted me or came out as scheduled. Dealing with this Whirlpool refrigerator has resulted in me having to take 10 days off of work for repair visits, deliveries of new refrigerators, and to have a wall fixed due to damage caused by delivery of the 2nd replacement fridge. I was off of work on 12/31/2024, New Years Eve. I waited and wasted 4 hours of my day waiting for the Bray and Scarff technician to call and show up. So, since the Bray and Scarff technician failed to contact me or show up on 12/31/2023, I would like a weekend appointment for a Bray and Scarff technician to come out to my home to inspect and fix my new refrigerator. I should not have to take more time off of work for a technician, since they failed to show up for my scheduled appointment. I have attached the service appointment text I received from **** and Scarf.Thank you,******* A. ******* ***

  

  Business Response

  Date: 01/21/2025

  Mr. ******* has been working with ******* in our *********************** She verified the $200 damage credit was processed. In addition, the new refrigerator was repaired on 1/20/25. This complaint should be resolved. Thank you.

• Initial Complaint

  Date:12/01/2024

  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.

  Our washing machine is not working. The 4 year old machine is under the extended warranty. We have contacted **** and Scarf several times and also the warranty company *****. We need our machine repaired or replaced. The other interesting thing is that I have received 2 emails asking about the repair service like someone has been to our house but no one has ever been here .

  

  Business Response

  Date: 01/09/2025

  Our service tech ran the diagnostic call on 12/13/24. WE called the customer on 12/18 to schedule them for 1/8/25 pending parts. 12/26/24 the customer called our service department to report that the unit had been repaired, so parts were no longer needed. We closed our ticket and marked as repaired by others. This should be resolved. If the customer has any service concerns our service department is available at ******************.

• Initial Complaint

  Date:11/23/2024

  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.

  Purchased a ** washer from Bray and Scarff 6Jul22, 5 year full warranty. 11Oct24, washer quit working. Called Bray and Scarff service. Was told next appointment available in November. I said too long to wait to fix washer, was told there is no way to make it sooner. Asked if could speak to a superviso, service department. Was told that "Crystal" would call me back. After a week, I had not heard from anyone at Bray and Scarff. I called and asked again about a service appointment, and to speak to a supervisor, and was given the same information as my previous call.I decided I could not wait much longer to be without a washer and called ** directly. Their service department was able to schedule me in 2 days. On 15Oct24 the ** repairman diagnosed my issue but said that the machine needed a damper, a drain pump, and a control board, and that the parts would be expensive. He suggested I wait to go through Bray and Scarff because of the warranty I purchased. I called Bray and Scarff again and told the service department that I had a case number with ** and asked if they could schedule a repair. Bray and Scarff service came out 21Oct24 to verify parts needed.Then Bray and Scarff service ordered the parts but wouldn't schedule a return appointment until the parts were in. This adds so much time to the repair. On 29Oct24, same Bray and Scarff repair person installed circuit board, it blew immediately. Told to reorder the parts try again. Still no call from "Crystal". Called Bray and Scarff service, was told case would be escalated to "Resolutions". Was told to call Centricity, ************, their 3rd party insurance. ********** saidtalk to Bray and Scarff.7Nov24 Bray and Scarff service came out, part blew. Service said "*******", supervisor in Resolutions, would call.Called service 18Nov24, asked if parts were in, was told no.After 6 weeks of runaround by Bray and Scarff, ordered a washer directly from a manufacturer. I would like compensation.

  

  Business Response

  Date: 01/08/2025

  We agreed on a compensation amount with the customer, as the customer no longer had the washer purchased from us in her possession.  Check #****** was sent to the customer on 1/2/25. This should resolve the complaint. Thank you!