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.

  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:09/20/2023

  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.

  THIS COMPLAINT REGARDS A REFRIGERATOR DAMAGED BEYOND REPAIR ON DELIVERY WHICH THE SELLER REFUSES TO REPLACE. THE REFRIGERATOR, BRAY AND SCARFF, Invoice number ******) UNRESOLVED SINCE DELIVERY, Sept 9, 2022. Upon delivery I witnessed the rough care of the delivery off-loading the refrigerator and dropping it on the street before forcing it thru our front door regardless of the installation instructions to remove the doors due to the width of our front door. Once in use, the Refrigerator began a horrible creaking/SCRAPPING noise and the door would not stay open which is a total annoyance (slamming on our elbows/arms) and our first appliance repair call was around 19th of Sept 2022. The technician came out and ordered the parts, the second repair visit, she realized they were the wrong parts and she had to make a third visit with an assistant Dec 27 and on that date, they merely adjusted the doors and sprayed lubricant to stop the noise and did not replace any hinges. That did not resolve the problem. We subsequently contacted ** reasonably believing their technicians could solve the issue. June 26, 2023 ** Tech arrived and ordered hinges. June 29 the hinges arrived. July 7 the tech was supposed to return and install but never showed up and we called ** only to find out that he didn't show up for work. A phone call to ** on that day resulted in the establishment of ** CASE # ******** with customer relations person ******. July 28th, 2023 two ** technicians arrived to address the problem. When realizing the hinge was not the problem, the tech elevated that corner of the refrigerator and found damage to the frame of the refrigerator that was not repairable. ** CASE # ********. Not only is this refrigerator still in warranty, we purchased an additional 5 year warranty from Bray and Scarff. The time that we have invested in being home and waiting for this repair is unacceptably ridiculous.

  

  Business Response

  Date: 09/28/2023

  The decision has been made to replace the unit. Our service department sent the authorization to our Fairfax store (where the purchase was made) on 9/25/23.

  Customer Answer

  Date: 10/11/2023

  Good Morning,  I would ask that you reconsider this case and reopen as I have been medically incapacitated.  Bray and Scarf are willing to offer us the value of what we paid for the refrigerator to shop at their store and purchase from them.  They are using the 5 year extended warranty that we purchased from them to cover this transaction and that warranty will be void and not transferred to any new appliance we purchase thru them.  My question is, don’t they have their own insurance to cover their delivery people’s damage?  Why is what we paid ($249.00) being used to cover their delivery people’s damage?  We would like to accept the offer to use the credit of $999.00 but would also like the $249.00 or for them to reissue our 5 year extended warranty on the new appliance, especially since it will undoubtedly be delivered by them!  I have had medical issues with my heart and eyes and if necessary, can provide proof that it has been exceptionally hard to keep up with this, especially since it’s taken them almost one year to get to this resolution!  Further, I would not care to pay a second delivery charge.  Thank you for any consideration that you may give this, we greatly appreciate it!

  Sincerely, 

  ***** ******

  Customer Answer

  Date: 10/17/2023

  [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:

  Bray and Scarf are willing to offer us the value of what we paid for the refrigerator to shop at their store and purchase from them.  They are using the 5 year extended warranty that we purchased from them to cover this transaction and that warranty will be void and not transferred to any new appliance we purchase thru them.  My question is, don’t they have their own insurance to cover their delivery people’s damage?  Why is what we paid ($249.00) being used to cover their delivery people’s damage?  We would like to accept the offer to use the credit of $999.00 but would also like the $249.00 or for them to reissue our 5 year extended warranty on the new appliance, especially since it will undoubtedly be delivered by them!  I have had medical issues with my heart and eyes and if necessary, can provide proof that it has been exceptionally hard to keep up with this, especially since it’s taken them almost one year to get to this resolution!  Further, I would not care to pay a second delivery charge.  Thank you for any consideration that you may give this, we greatly appreciate it!
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/18/2023

  My apologies. There seems to have been miscommunication on our end. We authorized the exchange per customer satisfaction and should not affect the extended warranty. The customer will have a credit of $999.97 (the original purchase price of the refrigerator), as well as $279.95 that was paid for the 5 year warranty. We would deliver and install it at no charge. I have reached out to ***** ******, the original salesperson, to clarify. He will be reaching out to the customer to get this handled.

  Thanks,

  **** *****

  Customer Answer

  Date: 11/11/2023

  [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: we expected the company to have replaced the refrigerator with an identical model ** *******. The original purchase, included a ** ******* dish washer which matches.  I do not wish to do business with Bray and Scarff after pursuing this beginning over one year ago and consider the claim unresolved. Thank you BBB for your efforts to arbitrate. 
  
  
  Regards,
  
  
  
  ***** ******
  

  

  Business Response

  Date: 11/17/2023

  We offered the customer to exchange the refrigerator, or a full refund of what the customer paid for the refrigerator. The customer purchased a discontinued floor model, that unfortunately, is no longer manufactured by **. The customer can contact the ******, the manager of the Fairfax store. He has a copy of the exchange/refund authorization.

• Initial Complaint

  Date:09/19/2023

  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.

  A stacking washer/dryer combo was purchased from Bray & Scarff at the Frederick branch. Upon purchase it was expained that the delivery would be a bit technical getting the unit up a flight of stairs to the second floor of the home. Extra money was paid for this, along with the removal of the existing W/D. Delivery men showed up and refused to delivery the appliance up the stairs. Stated he wasn't 'hand carrying' the appliance. Back n forth with the delviery team & the company supervisor over this issue. Bray & Scarff sent their staff away & no delivery was made. What kind of company can't deliver an appliance up or down stairs? Especially when extra money was paid for the service.

  

  Business Response

  Date: 09/28/2023

  During the attempted delivery and installation, it was determined that a 3 person team would need to be scheduled to successfully and safely get the stack washer and dryer up the steps and around the tight turns. This would require an additional fee and need to be scheduled for a 3 person delivery team. At the customers request, this ticket has been canceled and a full refund was issued to the customer on 9/19/2023. 

• Initial Complaint

  Date:09/14/2023

  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.

  ** **** refrigerator purchased on 5/12/21 along with the 5 year warranty service. Delivered on 8/10/21. Total purchase was $4066.72. In 02/23 unit water and coffer dispensers along with ice maker stopped working. Business has been out 4 times replacing various parts and was scheduled to come out yesterday then cancelled because of part issues. They refuse to replace the unit even though they cannot fix the product over the last 8 months. Invoice number is ******-*.

  

  Business Response

  Date: 09/22/2023

  We spoke to the customer, discussed the issue of the complaint, and we have agreed to exchange the unit. This complaint should be resolved.
  
   

• Initial Complaint

  Date:08/29/2023

  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 dryer March 2021 Dryer broke March 2023, still not working as of August 2023 Repair person came to my home 7 times with no luck in repairing my dryer.I called a manager twice and no return calls from him.I called their repair team and still waiting on parts, been 28 days since they order them.

  

  Business Response

  Date: 09/07/2023

  Our Service Escalations department has made the decision to exchange the unit out to satisfy the customer. They left a message for the customer on 9/6/23.

  Customer Answer

  Date: 09/08/2023

  [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:08/23/2023

  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 washer and dryer on July 3. Had it installed THAT week!Apparently the washer NEVER delivered cold water. Scheduled a service call and was told the part would be expedited. It was not even ordered! Called to check on it a few days later and part was STILL not ordered. So now it is August 23 and we have NOT been able to do a cold wash since before the brand new machine came. We have NOT been contacted at all by Bray & Scarff in spite of numerous emails and phone calls.

  

  Business Response

  Date: 09/07/2023

  All the required parts to repair the unit are delayed. At this point we are going to exchange the unit, as the customer has waited long enough.  

• Initial Complaint

  Date:08/22/2023

  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 refrigerator from Bray & Scarff in March 2022. Since then I have had 10 repairmen from ********* (7) and Bray & Scarff (3) come to fix the abnormal noise coming from the refrigerator. This was *** the ********* Warranty and Epic Extended Warranty. Final repairman told me the noise is "not fixable". The noise is so noticeable that visitors to my house ask about it, not to mention how annoying it is as it makes this noise several times a day. It was not disclosed to me at time of sale that I should expect this to be happening. This is not acceptable.

  Customer Answer

  Date: 08/26/2023

  To complete your form:

  Date problem occurred:  since purchase in March 2022

  Date complained:  this complaint, Aug 22, 2022

  Purchase Date:  3/18/22

  Salesperson:  ***********************

  Product Service:  not sure what is being asked for here

  Model #:  **********

  Purchase Price:  item: $1199.00; total with taxes, delivery, etc $1872.23

  Payment:  paid in full at time of sale

  

  Business Response

  Date: 09/05/2023

  ******* from our service escalations department  spoke to the customer and discussed the overall complaint. Though our technician was out on 8/10/23 and reported the unit has no functional or mechanical issues and is the ***** dispensing normal noise, the customer does not like the way the refrigerator sounds and feels the decimals are louder than normal. The the manufacturer offered her 15% off a new appliance but she declined. ******* offered to review the video and any other documentation and report it to ********* to see if one final time they will review for other options. The customer agreed.

  The customer sent ******* the information and she understands that there are no guarantees that anything will change as to ********** response, but she is appreciative of the additional assistance. The information has been submitted to the manufacturer and their representative for other options review. We will update this complaint when we receive a response from the manufacturer. 
  

  Customer Answer

  Date: 09/07/2023

  [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 actions to find a solution have not yet been completed. The Bray and Scarff representative sent me an email saying she has asked Whirlpool for one final review of the problem. She has not yet received that response. I also reminded the Bray and Scarff representative that If Whirlpool should once again deny any responsibility, I would like Bray and Scarff to take responsibility for selling me this product and consider taking back the refrigerator and refunding my costs
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 09/19/2023

  *******, from our service department, discussed with the customer her complaint and offered assistance in reporting the issue to the manufacturer. The manufacturer reviewed the issue again and declined any further resolution due to the unit working as designed. The customer understands. 

  Customer Answer

  Date: 09/21/2023

  [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: I may "understand" what both companies have stated, but that doesn't mean I ACCEPT any of the explanations ********* or Bray & Scarff have provided. ********* says the obnoxious sound my refrigerator makes is “normal”.  Bray & Scarff says it’s not their responsibility. I don't understand how a manufacturer can get away with manufacturing such a product. Then, when a retailer sells it, they have no responsibility in the matter. Obviously neither care about selling a model with this issue, taking responsibility or about customer satisfaction. So now I am stuck with this refrigerator and apparently have no rights or recourse. 
  I am still totally dissatisfied. Lesson learned. Buyer beware!
  
  Regards,

  *********************

• Initial Complaint

  Date:08/01/2023

  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.

  We have purchased numerous appliances (all on the high end) and been happy with the sales process. Service on the other hand has been dragging there feet for over 11 weeks to address a warranty issue that has resulted in the dishwasher leaking water onto our hardwood floor. Two weeks to get them to look at it 6 weeks waiting on a part and the part has been in stock for over 3 weeks now but they "are too busy" to get someone out. Once a date is set they can not provide you with a timeframe until the night before and threatened that if we miss that appointment we will be at the end of the list and need to wait an additional 10 weeks- this is quickly approaching a 6 month issue. Numerous attempts have been made to speak to management with the response "they do not have extensions so they will have to call you back"- no call backs have been received. How they have an A rating is beyond me.

  Customer Answer

  Date: 08/02/2023

  I was able to get through to the executive level and the issue has been resolved 

  

  Business Response

  Date: 08/09/2023

  Our Service Manager is working with the customer to find an acceptable time frame to complete the repair. We will update this complaint once the repair has ben completed.
  
  Thanks,

  *****

• Initial Complaint

  Date:07/08/2023

  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 family Hired Bray & Scarff to repair our Drier. The technician was very nice, but apparently also very bad at repairing things. The half-assed repair he did only lasted 2 weeks, now we need our drier repaired again. And since we already paid, and the job was not done correctly, we deserve a free repair. Also the people over the phone at Bray & Scarff more on the business side of things there, were very rude people and gave the service technician incorrect information. When we called the business to talk about it, they were rude, yelled at us, then started to ignore our phone calls. So when they make a mistake, they refuse to take responsibility, then get mad at the customers who did nothing wrong. Absolutely terrible business. They owe us a free repair now. And the BBB website is giving me an error when i try to upload the picture so if it doesn't work, email me and i will send it through email. Worst repair company I've ever seen in my life.

  

  Business Response

  Date: 07/24/2023

  Good afternoon,

  We have made several attempts to contact ******************** via phone and email about his situation with no success. If ******************** would like to discuss his issue, he should feel free to reach out to ******* at *********************.

  Best Regards,

  **************
  

• Initial Complaint

  Date:06/18/2023

  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.

  In January 2023 I requested service for my ******* *** French Door refrigerator. I have an extended warranty. After speaking to a third party representative who verified my warranty, determined the repairs needed and collected my deductible payment, a technician was sent to my house a few weeks later. The technician did not bring any parts, but simply confirmed what parts were needed and said he get them ordered. On February 24, 2023 I received a confirmation email from Bray & Scarff the needed parts were ordered. Since that time, every Friday, for almost four months now, I receive an auto generated email that my parts are still on order. I have called the Bray & Scarff Service Team several times asking if there is anything that could be done to speed this repair along and the same lady has variously told me, its a supply chain issue, they have one of the parts, she would escalate my concern to her manager and call me back that day with an update, (which she did not) and finally one of the parts is a custom manufactured part which takes awhile. My Service Ticket is ******.I've explained, the right front door hinge cover cracked and the repairman snapped the rest of it off. Since then, the door is shifting, with the bottom sliding to the left so that the gap between the doors is narrow at the bottom and normal at the top. I'm afraid the seal may not be as tight as it should be. I don't know exactly what parts are needed to fix the door, but when I search door parts for my model refrigerator on appliance parts web sites, they all seem to have every part listed for the door. And none of the parts seem to require custom manufacturing. I understand there were some supply chain issues and delays, but I don't think much, if anything, is being done to make this repair happen. The refrigerator model is still for sale and I can't believe the needed parts take four months, (with no end in sight) to acquire. I need some help to escalate my problem to management.

  

  Business Response

  Date: 07/18/2023

  From: <*************@brayandscarff.com>
  Date: Tue, Jul 18, 2023 at 11:17 AM
  Subject: Complaint ID #********
  To: *********************** <************@mybbb.org>
  Cc: ***************************** <***********************************>
  
  Good morning,
  
   **************' unit was repaired on 7/12/2023. The unit seemed to be functioning as intended. If ************** has any additional questions or concerns he should feel free to contact ******* directly @ *****************.
  
  Best Regards,
  
  **************

  Customer Answer

  Date: 07/18/2023

  [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:06/03/2023

  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 refrigerator, microwave, dishwasher, stove, washer /dryer with the 5-year service plan for $13,111 9/21. I called on 5/31/23 to request service because the dishwasher leaked water on the hardwood floor 90 mins in the cycle, I didn't know where the leak was coming from. The next morning, my kitchen faucet did not turn on. Service schedule for 6/1. The service guy arrived and only spent 5-10 mins, and I was accused of using dishwashing liquid, he could not stay to diagnose the issue, I was being argumentative, and I brought a witness because I was looking for a argument. I was confused because she was my neighbor there to stay because I had to leave. I asked him if he was refusing to do the service. He said I cant stay to diagnose this. You can take it up with my office. He leaves. 6/1/23***I have an incoming call from Technician at 10:21am stating that he would be at my house in 20 minutes. He arrives at 10:40am. He is leaving at 11:00am. I am on the phone with the service department manager at 11:03am. ******* the Service manager was just as rude and basically says that she cannot get someone out to the house until 6/5/ because she cannot inconvenience other customers. So, after asking what the service plan was to provide so I could clearly get a full picture of future issues with any service calls she tells me that I will have to wait and there is nothing she can do. I ask can she at least try to get me service after 1:00pm on that day. If I take off work again, can you talk with the appropriate people? She said she would see and personally call me on Friday 6/2. She confirmed my number. She never called me. I have no confidence or trust that this company knows how or wants to fix the issue. They sold this service plan and if they cant diagnose the issue in their time frame then the customer will not get what they paid for. I request a full refund of the paid warranty cost for ALL my products. They have created an hostile working relationship.

  

  Business Response

  Date: 06/16/2023

  Good morning,

  ************** has been contacted by ******* of the Repair Dept.  ******* explained that the unit was working as it was designed and to contact her directly @ ***************** she had any additional issues or concerns. ************** seemed satisfied with the results of the conversation.

  Best Regards,

  **************