Bray & Scarff — Local services in Bethesda

I really have to say, that while there are a couple of outstanding folks working at Bray and Scarff, that many of them seem to represent all that is awful in the world of customer service. The sad thing is that I am the one that keeps falling in the trap and buying from them (A really good salesperson convinced me to stay) and having to use the same abusive, angry and hateful service repair person who has come to my house for the last 5 years or so. This last time, after getting a brand new washer and dryer system that kept needing some sort of repair, the same grumpy, verbally abusive and socially compliant guy came, grunted and complained about not being able to do the job on his own. We rescheduled for another day when he could bring a colleague and both my husband and I could be off work. We were given a window of 10-2 for arrival. At 9.50 am, I was given a call that the 2nd tech was sick and they could not come that day. What company gets a call that close to work time that we couldn't have gotten a courtesy call earlier so that we could both go to work? The customer service department too, when I called to complain, is full of personality-less people that are trained as robots, repeating the same things over and over is the most monotone voice the can summon up. It reminds me of people that are not invested in because it is assumed that the company will spend the money on training and then the hourly employees will just leave.

When the 2 person team finally arrived a week later, they pulled my dryer out of the wall, unhooked it from the duct and then ripped off the border molding, saying it was in the way. Somehow though, when it was delivered and installed by Bray and Scarff, it wasn't in the way. SO STRANGE!!!!!

So now my washer works, but dryer doesn't, and no one has anything they can offer us as explanations as to why it had to be ripped off, why they won't come back to re-install the vent they removed or who will re-attach the border that they dislodged. How they manage to keep customers satisfied when this is the kind of service they provide, is vastly beyond my comprehension. It wasn't surprising when I asked if they were concerned about me giving my honest review on several pages, that I was told, that was my choice.

You can choose Bray and Scarff if you want- but that's...

I have been a client of Bray & Scarff since 2000. I have purchased more than two dozen appliances over the years always with full satisfaction. Recently we bought a GE dryer that fell quite short of our expectations. This past two weeks we are working at replacing a Kitchen Aid dishwasher. This dishwasher gave us 22 years of excellent service. We selected a KDTE204KPSKA model that seemed to have similar characteristics. The invoice gave us the following dimensions for this dishwasher: 23 3/4 W 33 3/4 H 24 D. On the day of installation, Friday, August 5, 2022 came the "surprise". The receptacle under the counter measured 33 3/4 in height and yet was deemed to be insufficient for the installation by the technician. He offered little in the way of explanation for the discrepancy between the 33 3/4 stated and the 33 3/4 measured and suggested that a GE dishwasher could meet the specifications instead. In my view, this conversation was antagonistic and instead of receiving some customer support, I was confronted with the decision on the spot of either installing it by myself or go back to the salesman. I went back to the salesman and was offered a GE dishwasher PDT715SYNFS. This machine came at a lesser price and I was promptly given a refund. A new delivery date is set for Saturday, August 13, 2022. During our original purchase, I repeatedly inquired if an open box item was available. In this case, an open box item was available. The salesman did not mention it. My wife saw it on the website. Called the warehouse in Laurel and proceed to secure the very same dishwasher at a significant discount ($160.xx). All the information went back to the salesman. I requested a new invoice and a new rebate (for free delivery). I have yet to receive any of this information. We are waiting for the delivery and we will go back again to the salesman to extract from him the invoice and the form. Frankly, if this is the new standard of costumer service that you have in mind, I believe that I will need to actively search for a different supplier. I own 7 properties in the area and I am sure that I will find someone better position to offer and adequate service...

I purchased a new Kitchen-Aid fridge in July 2023 from this location. The sales team was great, but the warranty service has been a nightmare.

The fridge stopped working just inside the one year manufacturer warranty last month. Bray and Scarff sent out a technician 3 days later to see what the issue was. He diagnosed a broken compressor, tech support overruled his diagnosis and required him to replace the starter to the compressor. He returned nearly a full month after the initial call and made the repair. The repair didn't work. We were told that we had to reach out to Kitchen-Aid (Whirlpool) directly to get a new compressor covered under the sealed system warranty as Bray and Scarff does not do sealed system repairs.

We contacted Whirlpool that day and said it was a sealed system issue, they set up a separate company to come inspect the fridge for repair, diagnosed the same issue Bray and Scarff already repaired and are telling us it isn't covered under the warranty because we called them after the 1 year warranty and the 5 year warranty Bray and Scarff sold us should cover it. The extended warranty company, Epic Protect Product Protection, has said that since we contacted Bray and Scarff in the first year of service, it is a manufacturer warranty and won't cover it.

After dozens of phone calls, I've got corporate Whirlpool saying it is their policy to not interfere with a binding contract extended warranty because I am unable to get Bray and Scarff to provide the service records to Whirlpool documenting the service they provided and timeline. Whirlpool is unable to get Bray and Scarff to provide service records to them. The failure of Bray and Scarff is making it impossible for us to get coverage from either of the warranties that came with our fridge and we have now been without a fridge for more than 6 weeks.

Bray and Scarff isn't just providing terrible customer service with their repairs, they are actively making...