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.

close

Find a Location

Bray & Scarff, Inc. has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bray & Scarff, Inc.

  8610 Cherry Ln Laurel, MD 20707-4950

  
• 

  Bray & Scarff, Inc.

  6721 Frontier Dr Springfield, VA 22150-1412

  
• 

  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

  

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:03/01/2025

  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.

  Whirlpool Range Item #WSIS5030RZ Purachse Date: 2/20/2025 I purchased a Whirlpool range from Bray and Scarff through their *********, ** store. The store manager ****** sold me the range and told me that it did not come with a power cord. He asked me what type of *********************************************************************************************** a three prong cord at the time of purchase and it was delivered with the range on 2/28/2025. When the range was delivered, however, it already had a four-prong cord attached and the installation manual said that the four-prong, factory-installed cord could not be replaced. As mentioned, my 50-year old home does not have wiring to support a four-prong 220 outlet. I went to the **** and ***** Arlington location and spoke to the manager within and hour of the range being delivered. He indicated that I was at fault for not reading the installation instructions before the range was delivered and, if I wanted to return it, there would 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.

  Customer Answer

  Date: 03/26/2025

  [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: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.

  On October 5, 2024, we purchased a refrigerator from **************** (**********, MD store) which cost almost $14,000. On October 25, 2024, the refrigerator was delivered and installed. After delivery, we noticed there were scratches on the outside of the freezer door and there was a loud rattling noise from the motor. We informed **************** immediately. On November 26, ******************** came to replace the freezer door and to fix the rattling noise. However, they brought the wrong part as the door did not fit and they were unable to fix the rattling noise. They indicated they would put in an order for the correct part but they didn't know when it would be available. Since then, we have been following up with **************** repeatedly to find out when the part would be available and when they could fix the rattling noise. We have sent numerous emails and made numerous calls to both the ************ Germantown MD store and to the corporate office. Each time we have talked to 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.

  Customer Answer

  Date: 04/01/2025

  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,
  ****** ******
  

  
  

• 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.

  Hello-Reaching out regarding a refrigerator repair request made on 10/21/24. Ice maker not working. Technician came out on 10/23/24 ordered the part. Bray & Scarff repair and warranty department stated part would be available at the end of January 2025. As of today, 02/02/25 we are now being told the part is not available. Requested conversation with Supervisor on 01/13/25 and still awaiting return call. Made another request to speak with a supervisor today. The refrigerator was purchased through Bray & Scarff *********************************************** on 03/14/23. This model has been discontinued. The model number is BFBF3018SSIML and the manufacturer ****. We secured a five year warranty at the time of purchase.Can you please help with resolution?

  

  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!

  Customer Answer

  Date: 03/16/2025

  [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: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.

  Purchased a no box Bosch dishwasher from their outlet on 11/24/24. After delivery and installation, it worked three times before sending out error messages and refusing to work. Repair person came out once and had me flip breaker. It started again but wouldn't complete cycle and I had to call repair again. When he returned, he informed me that their was rodent damage to the wiring and to leave the breaker off. He said that someone would contact me. I have had the exterminator out twice since this all started and he says that there is no evidence of rodents in the house and the mouse p*** that the repairman pointed out was metal shavings and bits of rubber. I have a statement from the exterminator confirming that there is no rodent activity in the house.This machine came to my house with this damage. I have repeated called ************* and have been told that the matter is in escalation and none of the dates they have given me of when the matter would be out of escalation or when 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: 01/26/2025

  The business now has replaced the unit in its entirety. 

  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!

• Initial Complaint

  Date:10/21/2024

  Type:Customer Service 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.

  4-26-23 Install of New Uline UHRE518 refrigerator. $4029 plus $529.95 service contract. Became inoperable after 5 mos on 10-10-23. Service tech orders part and installs 2 mos later 11-27-23. Became inoperable again after 5 mos. on 5-5-24. Same issue, service tech orders more parts and installs 3 mos later 8-7-24. Service tech could not get unit operating, so ordered more parts. Close to another 3 mos as of today 10-21-24 with no resolution. That is almost 6 mos without a refrigerator. Add the 2 mos of previous inoperability to equal 8 mos of unit unusable out of 18 mos. I have made numerous calls to the service department. Requested escalation to management on many occasions to review my case. I am told a manager will contact me within 24 hours. It never happens and then I call again. On 10-7-24 I called for status of my escalation. Service operator told me that an exchange was approved and that I will be getting a call in 24 hours. When no one called, I called back on 10-8-24. I was told again that an exchange was approved and that an *** was sent to the store location I bought the appliance from and they would call to arrange delivery. On 10-9-24, I called the store and they had no RMA request yet, but would look into it.On 10-10-24, I called the store and they sent email to ask about RMA On 10-11-24, I get a call from the "Resolutions ***** telling me that I was never approved for an exchange and that a part is on order. The person was very rude and acted as if I was lying about what service told me for two days. I asked to speak to a manager to review my case and I got the same response that I will get a call back. They never called back.On 10-15-24, I called the service **** and I was told that there is no record or notes on my account of the exchange approval. Clearly, someone went in and deleted the approval.On 10-17-24, I called again. Same response to escalate. I get no call.I am requesting an exchange as previously authorized.

  

  Business Response

  Date: 11/07/2024

  Ms. ******** had reached out to our customer relations department. They were able to assist in getting this resolved. The unit was repaired on 10/29/24. We followed up with the customer to verify everything was working as designed. Ms. ******** verified the unit was fixed and will follow up if she has a similar issue within the 5 months. All cost associated with the repair were covered under warranty.

• Initial Complaint

  Date:10/09/2024

  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.

  I have a warranty purchase through Bray and Scarff but serviced through **** who Bray and Scarff contracts with. On July 26, 2024, a Bray & Scarff employee came regarding noise on our laundry drying machine, because of a noise we heard. He said he requested a part, and that it should be there in a week. No one called, so I followed up. I was told the part hadn't come in. I got a call in late ****** saying that some one would be there Sept, 5 with the part to repair the machine. The day before, I got a call canceling the service because they the part was broken by the time it reached them. The part was reordered and scheduled for September 17. When the technician came that day, he found that a belt was broken and that the machine couldn't be fixed. A belt was ordered. I have called at least two times and each time they said they were waiting for the part. It has been over three weeks, there are three senior citizens residing here, and it is hard for us. In view of the fact that I have a service policy, this is unacceptable. Bray and Scarff should. be providing better service.

  

  Business Response

  Date: 10/31/2024

  Parts arrived 10/25/24. Our service supervisor ****** scheduled the customer for 10/28/24. The tech repaired the dryer but after he moved It he broke the Door Switch The part will arrive Thursday 10/31/24. ****** spoke to ******************** They are scheduled Friday 11/1/24 to replace the broken door latch. All repairs are covered under warranty.

• Initial Complaint

  Date:10/03/2024

  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.

  Since purchasing a highly rated GE Profile Refrigerator/Freezer - I have had numerous issues with it not defrosting and/or not maintaining proper freezer temps. I have lost $100's in groceries multiple times during this process of multiple repairs. I also had floor and ceiling damage form them having to defrost my freezer with heat guns. Repair men have stated that the previous repair men did not do it right (same company). Repair men at least twice now have said the issue is resolved only to have it not work at all. I asked for a replacement of my unit and was told by the repair office that only after 3 visits of the same problem could this be done. I'm up to 5 visits now and they deny this is possible and will not take responsibility for lying to me about replacing the unit. I now have a customer "advocate" that said last Friday she'd get back to me with some solutions. A week later and no calls and I still have a freezer that does not work! I wish had come to BBB before buying from B&S. I would have seen so many sharing same complaints about the service. I'm seeking a replacement from the company and compensation for losses.

  

  Business Response

  Date: 10/28/2024

  Customer was scheduled with Mr. ********* to install parts and complete repair on 10/22/24. Per Reca at Mr. *********, the repair was completed and the unit tested out as working by design. Emailed customer 10/25 to follow up but have not heard back from him. It appears the unit was repaired under covered warranty.