Bray & Scarff — Local services in Ballenger Creek

I purchased a GE french door refrigerator from Bray and Scarff in Dec 2023. I could have gotten the same model from one of the big box stores for less, but I thought it would be a good idea to support a local business. I also thought, based at least in part on some advertising I had heard, that in the event of a problem, it would be easier to get assistance from a local business than from a distant corporation. By late September 2024 the unit began making strange noises. GE warranty repair efforts were abysmal. Without going into all of the details, on Nov 5 a GE technician determined that the problem could not be adequately diagnosed. He ordered new parts for the unit, including a compressor, two fans, motherboard and other items. That’s essentially everything other than the shell of the unit. He also told me that it would take about two weeks for the parts to arrive and then they would schedule someone to install them. I appealed to GE Customer Relations for a more timely service. Their response (in writing) was to tell me that the parts were currently on backorder and that they would try hard to find them as soon as they could. Faced with a non-working refrigerator, an indefinite timeline for its repair and some doubt as to whether it will even work after the new parts are finally installed, I asked for a refund or replacement unit. Certain that they have more influence with GE than I do, I spoke to a B&S manager and asked for their support in convincing GE to do the right thing. I even provided copies of recordings I had made of the extremely loud, continuous noise coming from the unit. My first conversation with the B&S manager gave me some hope that they would go to bat for me, but their final response was that GE was staying the course on the repair and that the parts coming in for repair will be the quickest route. Very disappointing. The bottom line as I see it is, if B&S has an item that you want and cannot find anywhere else, go ahead and buy it. However, if you think shopping local will get you any better treatment than shopping at one of the big box stores, you’ll probably be disappointed like me.

In reply to B&S's response, if customer relations had of assisted me in the first place, I would haven't given this...

Their warranty service is absolutely TERRIBLE.

Both times we have used it (in the past 20 months) there have been: techs who leave the appliance broken when their "repair" attempts are done - and this is a service we pay for! months-long delays in getting a replacement part, requiring multiple calls. In spring 2021, this was at least understandable, but by fall 2022, it's on them. techs who have been ablist/rude to my wife who is blind (and the primary user of these appliances, meaning she knows how they normally behave.)

The first problem was with a washing machine. The "repair" tech ordered the wrong part (ignoring my wife), left the machine completely unusable, and Bray & Scarff were unable/unwilling to get us a replacement washing machine in a timely fashion. (They eventually gave us a refund after much arguing, and the tech admitted my wife was correct all along.)

The second problem was with a dishwasher. The "repair" tech disconnected the machine and took it halfway out before declaring he couldn't repair the appliance (that they had installed!) and that we were on our own for getting the dishwasher out so the fix could be made. He refused to leave until we signed the paperwork (signing under duress) and kept stressing that the dishwasher was just fine and could last another 12-13 years.

It turned out he put in the base plate incorrectly and didn't secure the base plate correctly - I had to reattach it after the base plate fell off while my wife was trying to open the door. The dishwasher was also put back in somewhat crookedly and it has not run correctly and consistently.

Anyone can be polite when selling an appliance and installing it. The vast majority of the 5-star reviews seem to be just that. A retailer worth follow up purchasing from can get problems solved when things go wrong.

Maybe they were okay before the pandemic. And maybe if you buy a high-end appliance or a full kitchen remodel from them, they might be okay. But they're not okay to buy middle-tier appliances, and they're not okay now.

For normal middle-tier appliances, go to Lowe's or Home Depot. Their service when things go wrong can't be any worse (and has actually...

Extremely Dissatisfied: Bray and Scraff Repair Service Nightmare!

I am writing this review with immense frustration and disappointment regarding my GE Profile Induction Range, which has been non-functional for the past two months and my experience with Bray and Scarff, the authorized reseller and service provider, has been an absolute nightmare.

After spending a significant amount of money on what was supposed to be a high-end appliance, I expected nothing but top-notch performance. However, within just a few months of regular use, the range completely broke down. The induction cooktop and oven stopped working, leaving me unable to cook properly and inconvenienced in my family’s daily life.

Upon discovering the issue, I immediately contacted Bray and Scarff, hoping to receive prompt and efficient service. Unfortunately, this hope was shattered as I was forced to endure an excruciating wait time for their assistance. I acknowledge that repair services may face high demand, but the fact that my range has been unsuccessfully repaired multiple times over a period of two months is absolutely unacceptable. During this period, I have had to resort to alternative cooking methods, resulting in inconvenience and additional expenses.

Furthermore, the lack of communication and transparency from Bray and Scarff has been appalling. Despite multiple calls and emails to inquire about the status of my repair, I have been met with vague responses, unfulfilled promises, and a complete lack of accountability. It is frustrating to be left in the dark about the progress of my repair and to feel as though my concerns are being ignored.

My experience with the GE Profile Induction Range and Bray and Scarff has been nothing short of a nightmare. The product's premature failure, combined with an unacceptable wait time and inadequate service from the authorized repair provider, has left me thoroughly dissatisfied. I strongly caution anyone considering purchasing through Bray and Scarff to think twice. Save yourself the headache and frustration by exploring alternative options that prioritize customer satisfaction and offer reliable...