Bray & Scarff — Local services in Rockville

My husband and I went to B&S in Rockville 3/30/19, our old range was purchased in 1994 had a bad relay oven switch. Unable to get the part, it would cost over $400 to recondition the control panel. So we decided to just get a new one. All of our kitchen appliances Maytag and were purchased at B&S by the previous owner.

We went in and Brian P. came and showed us all the types of electric ranges. I was really looking for a electric coil range like my old one. The coil are more durable but a pain in the neck to clean. B&S did not have any coil ranges so Brian showed me the smooth stove top that they have. He was relatively new so Tommy Y came over to help. B&S was having a great sale so the price was very attractive. So we decided on the GE Profile Range.

While we were completing the sale of the range my husband decided we should get a new fridge/freezer too. Our current fridge/freezer is almost 20 years old and the seal around the fridge was getting worn. We saw a GE fridge/freezer with outside ice/water dispenser on sale. The guys came and delivered, installed the new appliances and remove the old ones on 4/6. Everything was working and was told to wait 24 hours for the ice maker to make ice then throw out the first batch of ice.

On Saturday morning, we discovered that the water dispenser was not dispensing water. The ice maker was working but no water. I went through the trouble shooting and did what was suggested but no water.

I immediately placed a call to Brian P. at B&S but he was not in yet so Wayne took the call and assured me that he would send an email to their service department immediately and have someone respond to me. Their service department only opens until 12 noon but that there are no service calls on weekends.

James Spencer called me about 10 minutes later and said that he would send an email (the best way apparently to get through to anyone) to their customer service department so that someone would call me to schedule a technician on Monday. He told me that I would be put on a Priority list since we just received the appliances the day before. So no cold water from Saturday-Sunday.

On Monday morning I check the water dispenser again and behold water out of the dispenser! Everything was working again. When Joy from Customer Service called me around 9AM, I explained to her what the problem was and that the dispenser is working now but I still want a technician to come and check it out. She was very understanding and helpful. She told me that she would call her technician, Mike, and see if when he could come out. She said Mike is very good and very knowledgeable. Joy called me back said that Mike could come by early next morning.

Mike called and came by a little before 8AM and he checked out a couple of things and could not see any problems except for the setting for the fridge's temperature. I told him that I did not touch it and it was set up by the delivery people. The fridge setting was on 37 degrees and he said GE recommends that the temp be set at 39 degrees to avoid freezing in the water line that goes to the water dispenser. He said do not use the "Turbo Cool" function except when when the fridge is installed. I do remember the delivery person turning on the "Turbo Cool" when the fridge was set up and it came back on again later, maybe someone turned it back on. Now we know not to touch the Turbo Cool. Mike also said to make sure we do not block the vent and sensor in the fridge to avoid the pipe freezing.

Overall, we are very pleased with the sales staff, the service dept. and Mike. The sale prices were great and we even got rebates on the delivery charge. Thank you B&S, hope we continue to have positive...

Our experience with B&S was terrible after our 23-year old GE Monogram built-in refrigerator died suddenly. GE Customer Service told us GE did not have a Monogram that would fit our opening. We reported that to the B&S salesman in the Rockville store and, after declining to look at pictures of our refrigerator installation that we brought with us, he assured us the current GE Monogram would fit. So we ordered and paid in full on May 25th. After a site inspection by a B&S Field Technician on June 22nd, the salesman told us the GE Monogram would not fit and we must cut-back a corner wall on one side and cut-back the counter on the other side. He admitted he knew that GE had changed the geometry of the Monogram door hinges over ten years ago to require a wider opening. He presented a single option by phone to switch to a Sub Zero model for $2,800 more. When we refused, he proposed by e-mail Kitchen Aid and Jennair models that would fit. We had already found those models online. We then made and provided detailed scale drawings of both sides of our refrigerator opening and the relationship to the corner wall and counter. In response to our question on how much must we cut-back our corner wall and counter to permit the full opening of the doors, the salesman reported B&S Installation Dept. required two inches be shaved off the corner wall and counter. We then measured the door swings on the GE Monogram in the B&S Rockville store and drew the maximum door openings on our scale drawings to confirm we did not need to cut-back the corner wall or counter that much. We cut-back the counter by one inch and had B&S install the refrigerator. We then had our contractor move the refrigerator out from the back wall by one inch, refasten the refrigerator frame and trim the opening. We never cut-back our corner wall and both refrigerator doors open fully. Our other issue is the extended warranty that was included on our quote without any discussion and without any written description. This is the third time a B&S salesman included an extended warranty without prior consent or written description and urged us to accept it because we would receive a full refund if there was no claim in five years. That was partially true because the refund is only a store credit that must be used in 12 months. After multiple requests for a written description of the extended warranty, we received it and were told we could cancel and receive a refund. After the wrong model GE Monogram was installed on July 30th (GE’s shipping box had the correct model number on it but the refrigerator in the box was a different model) and the correct model was installed on August 18th, we cancelled the extended warranty that day. Our salesman did not respond to multiple e-mails and two phone requests to return our call on canceling the extended warranty. After taking multiple calls from us, Mr. J.R. Lopez was very gracious and processed the cancellation and refund of the extended warranty. We are still pursuing receipt of the extended warranty documentation for the stove and dishwasher we purchased at...

So far, a great experience shopping and ordering new appliances. I'll come back to update after delivery and installation, but today, it's a thumbs up for the shopping experience! JR Lopez was the salesperson that assisted me and double thumbs up for him!

I bought a townhouse where the washing machine and dishwasher went kaput. Worked through the home warranty company to try to repair/replace, but that's a whole other story. I had researched online a few of the brands I knew I was interested in and what the home warranty company would give me. So, I had a head start. I had a virtual appointment with another local store, and that didn't go well. So, I came back to my tried and true at Bray & Scarff.

Made an in-showroom appointment online. Got confirmation and a reminder for the appointment via email. Although automated, it was reassuring to know they had me scheduled. I arrived a couple minutes before my appointment and it also happened to be when they opened on Sundays. Walked in and they remembered I had messaged about the dishwasher and washing machine the day before.

The Rockville store had quite a few of the appliances on the floor which was great. Being able to see all the buttons and drawers in person was reassuring over seeing it just online. JR was friendly and professional. He was knowledgeable in the options and helped guide me to new appliances that will work for me and my needs. JR went through the options and the differences between brands and models. He made good suggestions. Then, checked inventory cause during COVID, everything seems to be delayed.

JR went over Bray & Scarff's warranty program. It's good to know that the delivery/installation and repair team are all in-house. I did go with the extra warranty. It's good to know that if I don't use it, it'll be available as store credit later. Really good experience shopping. Fingers crossed that delivery for my washing machine and dishwasher go just as well within the next few weeks.

Will be going back to Bray & Scarff when it's time to replace...