Bray & Scarff — Attraction in Fairfax

30 DAY UPDATE: MASSIVE DISASTER

It's been about a month since Bray & Scarff ruined our new home. After sending out 3 teams of incompetent contractors, our laundry room is STILL not functional, AND we are unable to get replies from the B&F team. I urge you: Do NOT believe their bravado saying they want to see this situation rectified, they do not.

They have cost us 4 days of work and countless hours on the weekends, not to mention we still have washer and dryer pieces sitting out in the middle of our living room as we wait for "someone will reach out" to finish the installation. Disappointment is not a word strong enough for this sorry excuse for a luxury brand.

Will update as the situation develops as we may be forced to pursue legal action.

PS: They offered us a 20% discount (which they will use to pay the contractors who come to fix their own mistake). It's truly bewildering how this brand is even allowed to operate legally. Original Review: I wish I could give them 0 stars then take them to court immediately after submitting my review.

We just bought a new house and moved in this weekend with out 3 and 2 year olds. We bought a Washer/Dryer combo from B&S weeks ago and had the delivery scheduled for Saturday.

The delivery people showed up late but proceeded to install the machines. In the process, one of the technicians tells my father-in-law (who was overseeing the installation) "these hoses are known to fail". They still install it and proceed to test the first hose, which immediately fails and sprays water everywhere.

No big deal, we mop it up, then he installs a second hose (same model) and re-emphasizes "these hoses break all the time" and rushes out the door after a brief test.

12 hours later, as we are running a load of baby clothes, we hear a water-dripping sound, along with a "spray" sound. Bracing for the worse, we run into the laundry room and, sure enough, the hose had broken and GALLONS of water filled my floor and were seeping through the floor, down to the basement and into my AC ducts and HVAC unit which is directly below the laundry room.

New house, young kids, basement flooded in 2" of water.

I call Bray & Scarff, the front desk (Casey) won't hear me out and puts me on hold. Then a sales manager comes to the line saying that it's Sunday and there's nothing they can do but someone would call me tomorrow.

I ask him "do you understand that my house is literally flooded right now?" and he condescendingly says "there's nothing we can do sir, someone will call you tomorrow".

We take pictures, make videos of the damage and begin trying to pump the water out of the basement. That's when we realized that the water had completely filled out AC system and the ducts themselves were dripping water everywhere and the HVAC unit had shut off.

We were able to get another contractor out that same day to open up the ducts and drain the water but now we need a mold specialist to come out, not to mention renovating the entire basement. (who pays for all of this?)

And Bray & Scarff? Called me at 8am on Monday, left a voicemail then never called me back. It is now noon on Tuesday and I still haven't heard from them although they did send someone who didn't speak a word of English to try and install THE SAME HOSE on my machine yesterday (they didn't call to schedule a time or anything, just send some 3rd party guy over).

Today I called their service department, was on hold for 30minutes, never got to speak to a human being at all. No one ever even picked up.

Believe me when I say: do NOT trust their "it doesn't cost more to get more" slogan. It is a blatant lie. From the way we were treated, to the lack of call backs, to the THOUSANDS OF DOLLARS worth of damage they KNOWINGLY caused us.

This is not right and we are likely to pursue legal action as we simply cannot afford to fix the house we literally just bought last week.

Heartbreaking for my kids and wife to go through something like this after so much excitement regarding the move and this new chapter...

2nd UPDATE TO MY ORIGINAL POST

Repair man came today to replace the control panel. Guess what ? THE BURNER DOESN'T WORK!!!!! Could it be that he never touched my stove the first time? Only looked at it. So, yet another part has to be ordered (2 weeks) and then I have to find another Monday where I am available all day to wait for a repair person. Remember they call the day before to give you a 4 hour window. Can't request an am or a pm slot. This is the worst customer service I have ever experienced. For a high end store, this is unacceptable.

Oh and you will see that someone from Bray and Scarff was quick to post for me to contact them regarding this issue. Well I did. Yep, did not hear back from them Again, poor customer service. Go to Lowes or Home Depot. They seem to do a bit better with customer service.

UPDATE TO MY ORIGINAL POST:

Almost 4 weeks ago I called because one of my burners stopped working. I have a very tight schedule that leaves little room to waste a day waiting for a repair person. On the work order it clearly stated control panel does not work. Guy came in, was in less than 5 min did not really touch the appliance and said I needed a new control panel. I will order it, we will call you and schedule a 2nd visit. AGAIN, I have a very tight and limited schedule. So I will be without the burner for another 3-4 weeks. For something I paid several thousand dollars for, did not have the features I was told it would have and then to be told by the service manager today "this is how we work" is unacceptable.

ORIGINAL REVIEW BELOW

I needed a range that had a self ventilation system as a hood would not work in my existing kitchen. I specifically asked multiple times if the GE range I was interested in needed a hood or other type of external ventilation . I was told by the salesman, it was self ventilating and I would not need an external hood or ventilation system. I should have done my homework vs relying on the salesmans knowledge of the appliances he is selling. I now somehow have to figure out how to vent my new range. My last correspondence with the salesman was asking what could be done at this point. Based on the fact a week has gone by with no response, there is nothing they will do to help.

Second, when it came to setting up installation I was asked what sort of receptacle was in place. I stated there was not a plug and only wires. I provided the salesman pictures of what was there. An appointment was set up and the installer could not install. Seems there were multiple problems. First, there was no receptacle to plug the stove in, only wires, just like the pictures showed. Second, the master electrical panel needed to be upgraded due to the power requirements. This was not a sour point as the house is over 40 years old and an upgrade will only help. The problem was all this started the week before Thanksgiving. Because of the holidays and getting contractors to work, I was without a good way to cook from November 17 until February 12th.

I went with Bray & Scarff thinking they would provide better customer service. ...

I bought a specialty stove from Bray & Scarff for my rental property in 2003 & was very satisfied with the service at that time. When I purchased a replacement stove from Bray & Scarff this year, my experience was extremely unsatisfactory. I paid for the stove (an expensive downdraft model), installation, old stove removal, & delivery up front, along with a $75 pre-installation inspection fee - which turned into 2 visits. The first visit identified the new stove installation requirements (which required gas & electrical improvements at my expense and that I had done) and the second visit made sure that all was ready for installation. At the time of the second inspection, the installer only indicated that a pair of side fillers might be required. There was no mention of the Fairfax County-required gas inspection or that I would be separately charged for the permit. When notified that the new stove (which was back ordered) was ready for delivery, I was informed of additional charges for installation, electrical, gas & vent work that I assumed was included in the $350 installation fee that I had previously paid for - total additional charges were $790! In addition, while told that the Bray & Scarff salesperson was to be my primary POC for all business, I was repeatedly referred to the company installation department and I found myself having to bounce between sales & installation when trying to reconcile various billing issues with additional charges. It turns out that the additional installation charges were based solely upon the first installation inspection and took no account of the work I had performed prior to the second inspection resulting in a double charge for the vent connection and who knows what else - I have yet to see a breakdown of the exorbitant installation charges that Bray & Scarff assessed. It also turned out that the side fillers were not needed ($190 of which were part of the additional $790 installation charges), but it took several calls to Bray & Scarff to receive a refund. They also refunded an additional $200 (without itemization) after I pointed out on the invoice that they double-charged $250 for vent installation. The actual stove installation took 2-1/2 hours, which made the installation very expensive. I have yet to hear if they have scheduled the required County inspection - reckon I'll have to make some additional follow up calls. I felt myself being nickle/dimed by this company, with a lack of transparency and failure of internal & customer communication that resulted in a thoroughly unsatisfactory experience on my part. I went to Bray & Scarff because I trusted them per my previous experience in quality appliance sales & service, but sadly my trust was misplaced. I will not do business with them again and will let my friends & family know of...