Bray & Scarff — Attraction in Groveton

I recently contacted Bray & Scarff to resolve multiple issues my Mother has been having with her KitchenAid refrigerator and Bray & Scarff’s extended warranty service, since 2020. After a countless number of times of the company sending Donald to repair the refrigerator, it still doesn’t work properly. It was stated that they would replace each part before they would replace the refrigerator, which at times throughout the years would not work at all. This last time, when the refrigerator wouldn’t work at all, my Mother asked if I could contact the corporate office to finally have the matter resolved. I contacted the office and could speak to no one higher than the manager, Crystal. During this particular time, a promised part to repair the subpar refrigerator had not been delivered in two(2) weeks, and according to Crystal would not be in for another week. With the understanding that food would continue to spoil without a properly working refrigerator, I asked if a loaner refrigerator could be arranged. I was told by Crystal on a Friday that she would see if she could get a loaner refrigerator, and contact my Mother for delivery. My Mother was not contacted. I called back on Monday and spoke to James. When I asked to speak to Crystal’s supervisor, I was told Candace was at lunch. It was after 3pm. I explained the situation to James who told me the part would be in and repair was scheduled in two (2) days, and no one had called my Mother because they don’t work on the weekends. I again explained that this does not resolve an ongoing issue and my Mother’s food continues to spoil due to this subpar unit and a company who seems apathetic and heartless toward their customers. Not working on the weekends without putting an effective plan in place to replace a broken refrigerator, just means two (2) more days the food will continue to spoil. I was told that they sent a request to the warehouse to get a loaner but didn’t receive a response. I asked for the number to the warehouse and was told they don’t have a direct line. So I again explained how most reputable companies have accountability for their employees when they don’t respond to a request from a “corporate office”. There is no way I can not do my job and someone not hold me accountable, but that’s why I don’t work for Bray & Scarff. I called back the next day, after not hearing back from anyone and again spoke to Crystal when I asked to speak to Candace. I was told that she never said she could actually get a loaner, only that she would try. I explained that I wasn’t going to argue with her and even if that were the case, I called for the matter to be resolved and it still hadn’t been. To be given the runaround and told they don’t work on weekends, the warehouse is unresponsive and doesn’t have one refrigerator to loan to an elderly woman until her refrigerator can be fixed for an exponential time is unacceptable. I would NEVER use this company and sad that my Mother has had to deal with them for this long. This morning, I called my Mother to let her know I was writing this review and she gave me an update. Donald came back out to repair the refrigerator and told her it was the compressor that was the issue and they don’t replace compressors anymore. My Mother told Donald he replaced the compressor this same time last year and he repeated the company doesn’t replace compressors anymore. He advised her to contact the company. She said she had been given the runaround with no resolution so he needed to call the company. He went back to his truck to make the call, then subsequently told her someone would be contacting her. My Mother received a call from Anderson McKinley, the man who sold her the refrigerator in 2019. Mr. McKinley stated he was arranging for a loaner which will be delivered…in five (5) days. If you plan to use this company I would advise against it. If you plan to buy their extended warranty, I would advise against it because this same scenario could...

Caveat emptor; buyer beware. The only easy part of this process was spending the money. Everything else was a headache.

My husband and I decided to buy a fridge, dishwasher, and over the range microwave. We started our search at a big box store, found the models we liked, and learned that the fridge wouldn’t be in stock until at least January 4, 2021.

So we shopped around and ended up at Bray & Scarff on Rt. 1 in Alexandria. Ciera was happy to show us options. Once again, the fridge was not in stock, but Ciera promised us that a truck was on the way, and we would receive delivery the following week. So we purchased the appliances on November 28, 2020.

We didn’t hear from Ciera during the next week. When we finally made contact with her, she told us that the truck that came in only had 32 units on it, and we were #36 or something. Thus began a lot of back and forth with Ciera and Mike, the store manager. No one proactively called us and most calls/emails were not returned. We always felt as though we were given the run-around. Stories were never consistent, leading us to wonder what the truth actually was. Had our expectations been set properly at the outset, maybe this process would not have been so awful. We’ll never know, but we did learn that we would rather work with stores that are upfront about backorders and anticipated in-stock dates.

We ultimately received delivery on Tuesday, December 22. The delivery was a disaster. Our window was 4-8pm, but the delivery team did not arrive until 10pm. They called at 7:45 to tell us they would be late. When we asked what would happen if they didn’t deliver that evening, they told us that the appliances would be returned to the warehouse the following morning and we’d have to call Bray & Scarff to re-schedule. The installation was completed at 1:20am Wednesday morning. There was extensive damage to our walls.

We emailed Mike as the delivery team pulled away and included pictures of the damage. We received a response that did not provide any solutions or remedies. We were told that the delivery team was a contractor team, which goes against the promise on their website that all installations are performed by Bray & Scarff employees. We were also told that he would have to talk to the install office regarding who would pay for the damages and would get back to us.

We responded with an email requesting various remedies, including reimbursement for the drywall repair and painting, the cancellation of the extended warranty for the fridge, and a refund of the delivery and installation charges.

At the time of this writing, we have received full reimbursement from the delivery company for the damage and a refund for the extended fridge warranty. We were supposed to hear from “James” at the Bray & Scarff corporate office regarding an additional partial refund for the delivery/installation charges, but unsurprisingly, we haven’t heard from him.

We will never return to...

EDIT: Bray and Scarff has offered to replace our fridge with a new one since it was damaged during transit and they were having trouble getting the correct replacement part from the manufacturer. They have gone above and beyond to do the right thing and I highly recommend them and will be buying all our appliances from them in the future. We just bought a washer and dryer from them last week!

We purchased a Fisher & Paykel model # rs36a80j1n February 23, 2021 from Bray & Scarff for $5,999. It was delivered on May 25, 2021 three months later which was expected with the supply shortages.

On April 14, 2022 I contacted our sales specialist to ask if a technician could look at the fridge and figure out why the ice maker barely works. It usually only makes about 5-10 ice cubes per day. They sent a technician out who said the ice maker needed to be replaced. We are now in August, just about 4 months later and Bray & Scarff’s technicians have been to our home five times now and still have not fixed the icemaker. They said it is not the icemaker but the water valve that feeds the water to the icemaker. They keep saying that they have the wrong part and passing the blame onto the previous technician. Apparently they ordered the wrong part three times now! To make matters worse they told us we had to pull the entire fridge out from the built in cabinets and that I had to do this myself because they did not want to be responsible for damaging the cabinets. I would understand this but it turned out that there was no reason at all to pull the fridge out now I have a very expensive end grain wood floor that was just finished with marks in the finish from the wheels on the fridge. Both the icemaker and the water valve are replaced from the front so this just show how incompetent they are. It has been close to 100F many days and we have not had a working ice maker all summer. Bray & Scarff’s technicians are completely incompetent. They show up without masks or shoe covers. Also why would it take two technicians to replace an icemaker or water valve? They insist that two of them must come out to fix it each time. We spent almost $20k with Bray & Scarff on our new kitchen and are very disappointed with the horrible quality of their repair services. I expect more from...