Complaints

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/26 Bray and Scarff delivered a **** fridge I had purchased. A couple of hours after the delivery men left, the fridge stopped working. I called Bray and Scarff and was told to call the service department. There I was assured an electrician would come "first thing in the morning." On 10/27 no one came all day. I called and was cut off. Meanwhile, my building engineer diagnosed the fault as being in the fridge not in the wall outlet. A second electrician I called told me the fridge might work "on and off" but it is defective and should be returned. I called the store. A person there put me on hold for 15 minutes and then I was cut off. On 10/28 I went to the store and spoke with the manager who sold me the fridge. He was unhelpful, said he was unaware of the problem, had sent me an email (I did not receive it), would call the service dept. etc. All the time we were speaking he was rapidly typing. I left the store. I made an appointment with my bank to dispute the transaction. A woman called who said she represented Bray and Scarff. She couldn't offer me a rebate but she could send a new fridge. I said I wanted a rebate. She then said she would call the store and tell them. Nothing has come of that. I called higher up the chain at ****. A woman took all the information and said she would call me in the morning. On 10/28 she did not call. I called ********, parent company. A woman there said **** had nothing to do with them. I said it was the number inside the **** manual. She said they were a sister company and gave me the number I had previously called. I have asked my **** to dispute the payments, one for fridge and for after care. **** will take 90 days to decide on the issue. Meanwhile, I have no working fridge and a dud fridge taking up space in my kitchen.

  Customer response

  11/16/2023

  Bray and Scarff removed the non-functioning Beko fridge on 11/9 and refunded my money. Subsequently various B&S reps have called, claiming to be concerned and ready to help. No one called before my report to BBB. Thank you for the service you provide.

  

  Business response

  11/20/2023

  At the customers request, the refrigerator was picked up on 11/9/23 and a refund was provided. 

  Customer response

  11/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/2023, I purchased a brand new ********* refrigerator from Bray and Scarff in Timonium, MD. My new refrigerator was delivered and installed on 7/12/2023. After it was delivered and installed, it began making a rattle noise from the back the unit not too long after the delivery men left. I called the delivery men immediately to get them to come back to see what was wrong. They told me to call Bray and Scarff's service department. I did, and was set up for a service appointment on 7/14/2023. The service tech came out on 7/14/2023. He determined that the problem was a bad ice maker, and scheduled the delivery and installation of a new ice maker. However, I turned the ice make off, and the refrigerator continued to make the rattling noise. So, I had to call the service department to get them to come back and determine the actual cause of the noise. On 7/24/2023, they sent out their master tech who determined the actual cause of the noise, a misaligned compressor fan. So, he ordered a new fan in addition to the ice maker, which was not making ice to be delivered and installed. Unfortunately, due to supply chain issues with the parts, they decided to just retrieve the bad refrigerator and deliver a new one. On 8/25/2023, Bray and Scarff sent a delivery crew to retrieve the bad refrigerator and install a new one. During the delivery and installation of the new unit they hit a wall in my kitchen, which damaged the wall and the brand new refrigerator they delivered. The work men didn't say anything about the damage and installed the new refrigerator, and left. I noticed the damage shortly after they have left, and called the delivery department. I also sent them pictures of the damage to the wall and to the new refrigerator. They reimbursed me $100 for the damage to the refrigerator and the inconvenience, and ordered a new door for the refrigerator, I will be sending an invoice for the damaged wall next week. I am trying to schedule the new door installation.

  

  Business response

  11/10/2023

  According to our service department, the replacement door was installed on 10/31/23. They left a message with the customer to follow up and see if there was any outstanding issues, and asked them to call if there was. The customer did not call back. If they are still having an issue they can contact our service department at ******************.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fridge on 8/11 that was installed on 8/16. The fridge did not work from the day it was plugged in. The freezer will cool but the fridge will not. Bray and scarff sent out their employee to fix it and he ordered a control panel that he installed a few weeks later. The fridge still did not work after installation. We then were sent out another employee from *** home repair who works with ********* who said that there was potentially 2 problems with the fridge. Both of which parts would have to be ordered. He also let us know that he wasn't sure that what he was going to order for us would work because our problem was "very unusual". I just received a call from *** yesterday that there is a manufacturer backorder on one of the 2 parts they ordered. And there is no time of arrival on when it will be back in stock. Meanwhile it has been 50 days since we received this product that we paid a lot of money for and bray and scarff is not taking it back and replacing it with a new one. We have been passed around from person to person with nobody giving us a refund or replacing the fridge.

  

  Business response

  10/27/2023

  The customer is scheduled with ********* factory service for 10/27/2023. We will follow up to ensure the unit was repaired and working.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A stacking washer/dryer combo was purchased from Bray & Scarff at the Frederick branch. Upon purchase it was expained that the delivery would be a bit technical getting the unit up a flight of stairs to the second floor of the home. Extra money was paid for this, along with the removal of the existing W/D. Delivery men showed up and refused to delivery the appliance up the stairs. Stated he wasn't 'hand carrying' the appliance. Back n forth with the delviery team & the company supervisor over this issue. Bray & Scarff sent their staff away & no delivery was made. What kind of company can't deliver an appliance up or down stairs? Especially when extra money was paid for the service.

  

  Business response

  09/28/2023

  During the attempted delivery and installation, it was determined that a 3 person team would need to be scheduled to successfully and safely get the stack washer and dryer up the steps and around the tight turns. This would require an additional fee and need to be scheduled for a 3 person delivery team. At the customers request, this ticket has been canceled and a full refund was issued to the customer on 9/19/2023. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** **** refrigerator purchased on 5/12/21 along with the 5 year warranty service. Delivered on 8/10/21. Total purchase was $4066.72. In 02/23 unit water and coffer dispensers along with ice maker stopped working. Business has been out 4 times replacing various parts and was scheduled to come out yesterday then cancelled because of part issues. They refuse to replace the unit even though they cannot fix the product over the last 8 months. Invoice number is ******-*.

  

  Business response

  09/22/2023

  We spoke to the customer, discussed the issue of the complaint, and we have agreed to exchange the unit. This complaint should be resolved.
  
   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a dryer March 2021 Dryer broke March 2023, still not working as of August 2023 Repair person came to my home 7 times with no luck in repairing my dryer.I called a manager twice and no return calls from him.I called their repair team and still waiting on parts, been 28 days since they order them.

  

  Business response

  09/07/2023

  Our Service Escalations department has made the decision to exchange the unit out to satisfy the customer. They left a message for the customer on 9/6/23.

  Customer response

  09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased washer and dryer on July 3. Had it installed THAT week!Apparently the washer NEVER delivered cold water. Scheduled a service call and was told the part would be expedited. It was not even ordered! Called to check on it a few days later and part was STILL not ordered. So now it is August 23 and we have NOT been able to do a cold wash since before the brand new machine came. We have NOT been contacted at all by Bray & Scarff in spite of numerous emails and phone calls.

  

  Business response

  09/07/2023

  All the required parts to repair the unit are delayed. At this point we are going to exchange the unit, as the customer has waited long enough.  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a refrigerator from Bray & Scarff in March 2022. Since then I have had 10 repairmen from ********* (7) and Bray & Scarff (3) come to fix the abnormal noise coming from the refrigerator. This was *** the ********* Warranty and Epic Extended Warranty. Final repairman told me the noise is "not fixable". The noise is so noticeable that visitors to my house ask about it, not to mention how annoying it is as it makes this noise several times a day. It was not disclosed to me at time of sale that I should expect this to be happening. This is not acceptable.

  Customer response

  08/26/2023

  To complete your form:

  Date problem occurred:  since purchase in March 2022

  Date complained:  this complaint, Aug 22, 2022

  Purchase Date:  3/18/22

  Salesperson:  ***********************

  Product Service:  not sure what is being asked for here

  Model #:  **********

  Purchase Price:  item: $1199.00; total with taxes, delivery, etc $1872.23

  Payment:  paid in full at time of sale

  

  Business response

  09/05/2023

  ******* from our service escalations department  spoke to the customer and discussed the overall complaint. Though our technician was out on 8/10/23 and reported the unit has no functional or mechanical issues and is the ***** dispensing normal noise, the customer does not like the way the refrigerator sounds and feels the decimals are louder than normal. The the manufacturer offered her 15% off a new appliance but she declined. ******* offered to review the video and any other documentation and report it to ********* to see if one final time they will review for other options. The customer agreed.

  The customer sent ******* the information and she understands that there are no guarantees that anything will change as to ********** response, but she is appreciative of the additional assistance. The information has been submitted to the manufacturer and their representative for other options review. We will update this complaint when we receive a response from the manufacturer. 
  

  Customer response

  09/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the actions to find a solution have not yet been completed. The Bray and Scarff representative sent me an email saying she has asked Whirlpool for one final review of the problem. She has not yet received that response. I also reminded the Bray and Scarff representative that If Whirlpool should once again deny any responsibility, I would like Bray and Scarff to take responsibility for selling me this product and consider taking back the refrigerator and refunding my costs
  
  Regards,
  
  *********************
  

  

  Business response

  09/19/2023

  *******, from our service department, discussed with the customer her complaint and offered assistance in reporting the issue to the manufacturer. The manufacturer reviewed the issue again and declined any further resolution due to the unit working as designed. The customer understands. 

  Customer response

  09/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I may "understand" what both companies have stated, but that doesn't mean I ACCEPT any of the explanations ********* or Bray & Scarff have provided. ********* says the obnoxious sound my refrigerator makes is “normal”.  Bray & Scarff says it’s not their responsibility. I don't understand how a manufacturer can get away with manufacturing such a product. Then, when a retailer sells it, they have no responsibility in the matter. Obviously neither care about selling a model with this issue, taking responsibility or about customer satisfaction. So now I am stuck with this refrigerator and apparently have no rights or recourse. 
  I am still totally dissatisfied. Lesson learned. Buyer beware!
  
  Regards,

  *********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have purchased numerous appliances (all on the high end) and been happy with the sales process. Service on the other hand has been dragging there feet for over 11 weeks to address a warranty issue that has resulted in the dishwasher leaking water onto our hardwood floor. Two weeks to get them to look at it 6 weeks waiting on a part and the part has been in stock for over 3 weeks now but they "are too busy" to get someone out. Once a date is set they can not provide you with a timeframe until the night before and threatened that if we miss that appointment we will be at the end of the list and need to wait an additional 10 weeks- this is quickly approaching a 6 month issue. Numerous attempts have been made to speak to management with the response "they do not have extensions so they will have to call you back"- no call backs have been received. How they have an A rating is beyond me.

  Customer response

  08/02/2023

  I was able to get through to the executive level and the issue has been resolved 

  

  Business response

  08/09/2023

  Our Service Manager is working with the customer to find an acceptable time frame to complete the repair. We will update this complaint once the repair has ben completed.
  
  Thanks,

  *****

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family Hired Bray & Scarff to repair our Drier. The technician was very nice, but apparently also very bad at repairing things. The half-assed repair he did only lasted 2 weeks, now we need our drier repaired again. And since we already paid, and the job was not done correctly, we deserve a free repair. Also the people over the phone at Bray & Scarff more on the business side of things there, were very rude people and gave the service technician incorrect information. When we called the business to talk about it, they were rude, yelled at us, then started to ignore our phone calls. So when they make a mistake, they refuse to take responsibility, then get mad at the customers who did nothing wrong. Absolutely terrible business. They owe us a free repair now. And the BBB website is giving me an error when i try to upload the picture so if it doesn't work, email me and i will send it through email. Worst repair company I've ever seen in my life.

  

  Business response

  07/24/2023

  Good afternoon,

  We have made several attempts to contact ******************** via phone and email about his situation with no success. If ******************** would like to discuss his issue, he should feel free to reach out to ******* at *********************.

  Best Regards,

  **************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩