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October 2024 by Shallon Hartke
I'm writing a review for the customer service and extended warranty process with Bray & Scarff. If I could give 0 stars, I would. We purchased an expensive Bosch dishwasher and added a 5 year extended warranty. In June, the dishwasher started blinking several different codes. I contacted B&S and they scheduled a tech for inspection. He showed up, no parts on truck, admitted limited experience with Bosch and proceeded to note the code and "ordered a part". It took over a week to receive the part. I had to contact B&S repair to set a new appt to have service. They showed up, installed part and machine still didn't work. Tech had no idea why. B&S said to order the same part again. Same process, at this point it's mid July. Replaced the part, machine throwing new codes. Tech has no idea why. All along, multiple calls to service department and unfortunate conversations with rep named Crystal. Asked to have case escalated to Candace. It's now August, same process. Numerous tech visits (7 different appt) to diagnose and replace new parts, machine still doesn't work. No communication from service management. It's now September and the machine is still not working, in my home with standing water which the last tech left there. The smell is awful. We have left 6 messages for Candace to return our call, NEVER heard from her. My honest belief is that B&S is trying to prolong this process so they do not have to replace the unit. Both techs confirmed this, they claim that B&S will continue to require us to proceed with service indefinitely. The lack of communication, ethical business practices and horrendous customer service has pushed me to alert anyone and everyone to not walk BUT RUN from Bray & Scarff. Their corporate office is no help. This process has been the singular most frustrating, stressful and WORST CUSTOMER experience of our lives. All because we trusted in an extended warranty that was offered and a company that refuses to honor that warranty. OVER 3 MONTHS of this.....buyer beware.
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September 2024 by Sherri Thompson Dickerson
I purchase all of my appliances from Bray & Scarff. The are knowledgeable and provide great service.
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July 2024 by Joyce Bender
What a miserable pickup experience at the Laurel warehouse!
We are long term Bray and Scarf customers. I have ordered several appliances from them in the past and have been very satisfied.
However, today I went to the Laurel warehouse to pick up an expensive convection microwave that we had ordered and got a real run around. I went to Bay 10, the pickup office, and a nice lady checked my receipt. She returned it to me and told me to " go to the right" outside the door to the loading dock and someone would bring it out. No one was there. After waiting a few minutes I went to a loading dock further down and called out for a few minutes to get someone's attention. The young man who answered checked with someone else and told me I was in the wrong place, to go back to Bay 10. I went back and this time a young man took my receipt ( telling me that the warehouse would give me a new receipt) and directed me back to the loading dock I had just been to. The young man who finally got my microwave for me was going to take my receipt and leave me with no proof of purchase. He finally made me a copy after I wouldn't sign for the microwave until I got one. He seemed surprised that I didn't have multiple copies of the one receipt I had been given at the store.
What a miserable experience.
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July 2024 by Jeff O
The staff was ex exceptional, very friendly but professional. Got a hellofa deal on an open box GE Cafe microwave for a fraction of retail. You're prob not gonna get a matching appliance suite here but if you don't care about matching or need a single appliance, they are well worth a look.
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June 2024 by Jody Hoon-Starr
This is a warning about purchasing from the Bray and Scarff Scratch and Dent location in Laurel which sells refurbished products at a discount.
About 7 years ago I furnished a full house with appliances from this store - fridge, wall-oven, cooktop, washer/dryer, dishwasher. Everything was working well until the oven blew a fuse. No big deal, happens all the time. While the repair man was out we had him look at the dryer too since it was starting to squeak. Again all normal.
The issue is that once the tech opened the dryer he noticed that "someone has been in here". Which is odd because no-one has opened the thing since it was delivered. He noted that the thermal fuse on the dryer was broken - snapped off. Not only that, the thermal fuse was entirely bypassed.
"The federal government passed a law several decades ago requiring all clothes dryers – residential and commercial – to include thermal fuses. The thermal fuse acts like a switch, cutting off the flow of electricity when exhaust temperatures reach a certain point to reduce the risk of a fire."
My kids sleep right next to the dryer room. Where the fire prevention mechanism in this unit was bypassed.
Whether the scratch and dent techs bypassed the thermal fuse or whether they received it modified from somewhere else doesn't matter. It was sold in violation of federal law. It would have cost them $4 to fix the thermal fuse in this case and they opted not to.
Save yourself some piece of mind and buy from somewhere else. Or save a few bucks and torch your house by using appliances from this location.
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May 2024 by Olivia zama
Amazing service
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May 2024 by Troy Brown
I was satisfied with the selection of appliances available and the outstanding customer service.
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May 2024 by Edward Joseph
Just saw Juan of Bray & Scarff, a thoroughly experienced appliance delivery specialist carefully measure for installation of our refrigerator. True Professional!
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May 2024 by McKinley Hudson
Staff was knowledgeable and quick to assist with any questions. Helpful and knowledgeable about the technical aspects of the product being sold.
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May 2024 by Linda Z
The sales staff was very friendly, and worked with us to figure out what we wanted. We could have gotten it cheaper elsewhere, but wanted to support a local company. We purchased the extended warranty, with it being sold as a positive that the service would be done by their technicians. We had the dishwasher for almost 4 years before it stopped working. Not leaking, just shutting off randomly and not finishing cycles. The first tech told me that I didn't understand how to use the dishwasher and left. He came back again, this time with my husband there, and determined that the pump wasn't working. 2 weeks later they replaced the pump. It still didn't work. This cycle has continued from the end of October until today. Several weeks ago, a tech came out to replace some sensors, and said that he started the dishwasher up and checked to make sure nothing was leaking, but that the pump (that Bray & Scarff had installed) was leaking. He ordered a new one, and about 3 weeks later came out and installed it. He left, and we started a cycle. We noticed water leaking out. My husband removed the front panel and saw a steady stream of water coming out from under the center of the dishwasher. Two days later (a miracle that only happened because of the warranty company intervening), a new tech came out and said that the seal around the pump wasn't tight. He fixed that and left. Keep in mind that we only used the dishwasher after each fix, to see if it was working. Other than that, it has only been an expensive dish rack. After this latest tech left, I checked to make sure there wasn't any more leaking. I noticed the kick plate next to the dishwasher was wet. It fell off in my hand and I noticed that the back was covered in mold. I removed the wood behind it and found a puddle of water.
I reached out to the warranty company about taking care of the wet subfloor, as the leak happened due to the work Bray & Scarff did. The warranty company said to "use your home warranty" or call Bray & Scarff. I called Bray and Scarff, and was told they would escalate it, but that there isn't coverage on that sort of damage. We apparently are expected to use our own home insurance to fix it. So now we have a dishwasher that hasn't worked since October, a soaked subfloor, and a warranty that seems to exist only to help Bray & Scarff.
At this point, unless they do something amazing, we will never buy from them again and I will make sure to share my story with everyone I know. I also will be filing a report with the BBB and the Office of the Attorney General.
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May 2024 by April P.
Had an exceptional experience with John (5+ stars). He is super knowledgeable and does something I especially appreciate -- simplifies the fine print and advocates for his customer! Although I have not completed a purchase with delivery (thus the one star demerit), I still would recommend John to friends and fam.
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May 2024 by The Wiggins
They did not stand by their product or their warranty. We had to go through the hassle of returning a leaky dishwasher.
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April 2024 by Steve Rome
It’s been several years, so I almost forgot why I come back to Bray and Scarff to purchase appliances. Their prices are competitive but their sales and installation staff far exceed what I typically encounter in the industry. Our salesman John was extremely patient and went way beyond to explain options and even found us a missing part upon request. The delivery and installation was the smoothest I have experienced, meeting the promised schedule perfectly. When Hernan arrived, he quickly assessed what features from our old microwave mounting could be reused and what needed to be replaced. He was polite, efficient, cleaned up well, and was gone in a flash! I would recommend Bray and Scarff to everyone!
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April 2024 by Ruth Brodsky
Dutch was very informative about the problem with my GE wall oven, giving me excellent advice before moving forward with a new purchase. No pressure at all. After following his advice, I was able to confidently move forward with a purchase. Thank you!
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April 2024 by L.W. Bensfield
Kesha scheduled my repair appointment in a timely and professional manner. Thank you, Kesha!
