brayandscarff.com Reviews 5

Absolute Negligence, Property Damage, and Zero Accountability!!! I am not one to post negative reviews ever and always try to resolve any issues with the business directly. This experience has honestly been the worst experience I have had with a business so I feel I need to share with other consumers.

We purchased all new kitchen appliances from Bray & Scarff and spent approximately $8,500. From the very beginning, this experience has been a nightmare.

Nearly every appliance delivered was damaged, forcing us to reject multiple deliveries and wait for replacements. This alone caused weeks of disruption and frustration.

The worst issue, however, was the complete incompetence of their installer. When installing our new refrigerator, the installer failed to properly connect the water line, causing an active leak that went unnoticed for 2-3 weeks. By the time we discovered it, significant damage had already occurred to our home.

Bray & Scarff sent someone to inspect the damage and acknowledged the issue, stating they would submit a claim to their insurance carrier, Travelers. That is where the accountability ended.

Travelers has been unresponsive, dismissive, and obstructive. Phone calls go unanswered, and we are repeatedly told to file a claim with our own homeowners insurance instead -- despite this damage being caused by Bray & Scarff's installer. This would unfairly raise our insurance premiums and shift responsibility away from the party that caused the damage.

The combination of damaged products, negligent installation, property damage, and insurance runaround is unacceptable. We trusted Bray & Scarff with a major home purchase and were met with carelessness and refusal to take responsibility when it mattered most.

If you value your home, your time, or your peace of mind, do not use Bray & Scarff. We are now exploring formal complaints and legal options.

Avoid at all cost, refund was approved on August 15th after being sold a defective dishwasher. Dishwasher was initially purchased on July15. I have been ignored at all levels of the buisness, store manager in Springfield might be the worst, still no refund, I will be writing a negative review on all platforms to hopefully save someone else the frustration.

I purchased a dishwasher in 2021 with a 5-year warranty from EPIC, and by early 2022 the door developed a leak. After nearly a dozen visits from B&S through mid-2023, in Nov EPIC agreed to replace the machine. After getting fed up with B&S, I decided to lose several hundred dollars rather than get a new appliance and deal with them any further. I offer these points to potential customers to know what you’ll be facing, and for anyone already stuck with them some tips on how to deal with them.

Incorrect from the Beginning: We wanted a GE Profile refrigerator and a Kitchenaid dishwasher. Instead, they ordered and charged us for a GE Profile refrigerator and dishwasher. I didn’t see the mistake until the appliance was delivered and installed. I let it go at the time, but I should have made them take it back and provide the dishwasher we originally selected.

Inconvenient Service Appts: Based on our zip code, which is the same as the store’s, we were almost always given 10-2, and were told there was no way to request a different service window. And no service appts are done on the weekends.

No 30-minute heads up before Appts: Despite what they say, you only have 10 minutes before they arrive at your house. If you planned to drive home from work when the tech calls to say they are on the way, no luck. We tried that once, had the tech call repeatedly when we said we were on our way, then be rude to us when we arrived 25 minutes after our “30 minute heads-up call.” He acted put out and stayed all of two minutes.

No Communication with You--or Themselves: I had 2 (!!) appts cancelled and no one thought to tell me. Once was after I had called the afternoon before to confirm the appts for the next day. At around 4pm they said yes, the appt is set. The next day, I’m waiting at home, and no one shows up, no one calls me. I call B&S towards the end of the service window, and they had mistakenly cancelled my appt because they thought I hadn’t paid the deductible for the service call, when I had. After they couldn’t explain why they confirmed then cancelled my appt without calling me, suddenly—they COULD do a Saturday service appt. The second time was the delivery of the new dishwasher. It turned out that the last dishwasher they had was damaged, so they cancelled the appt. The delivery department didn’t tell the salesperson, and no one certainly thought to tell me, the customer.

No SOP by the Repairmen: It is clear the repairmen don’t follow an SOP when diagnosing a problem. Each repairman thought there was something wrong with the door, until one came out with a clear plastic door to see what actually happens when the dishwasher ran. Turned out, it wasn’t the door causing the problem at all, but the arm holding the top tray popping out of place against the door.

They Misrepresent/Lie/Don’t Understand the Warranty: I was told by B&S I could not get a cash refund under the service contract. Wrong. And it isn’t even B&S’s call on whether to give a cash refund or to replace the appliance – it’s EPIC’s call. Read the No Lemon Amendment to your service contract. Don’t expect the repairman to decide when your appliance meets that threshold. Talk to someone in the service department, or even better – call EPIC directly.

No Copy of Warranty: Despite asking repeatedly for a copy of my warranty, I never got one by email or mail. You can set up an account and download your contract directly by searching "centricity consumer portal account login"

On the EPIC Warranty: EPIC was easier to deal with and at least gave correct information about the terms of the warranty. Once EPIC decided to replace the dishwasher, B&S told me I had $949 to put towards a new appliance, which was the original purchase price. However, I only received 2/3 of that as a cash refund, because the ACTUAL cost EPIC would have paid B&S was 2/3 of the original price. This is the negotiated price between two big retailers, and it seems to be what you’re stuck with as the customer. But I’d rather take less money than a new appliance from B&S.

I began using Bray & Scarf in 2007 for home renovations. Initially, I had reservations due to reports of discriminatory practices, but I found a different experience at their local warehouse. I valued their customer service and the availability of high-quality appliances at discounted prices.

In 2023, my perception changed. I purchased a Bosch dishwasher with frequent issues, requiring multiple service calls. It seemed they prioritized profit from warranty service rather than replacing my dishwasher. Their customer service deteriorated, and reaching upper management was difficult. Candis, a corporate manager, was unprofessional and not as expected.

After much effort, my dishwasher was finally replaced in July. During this process, I interacted with John D'Amico, the salesperson I had known since 2007, who provided excellent service as usual. However, Alisha, the warehouse manager, exhibited a less pleasant demeanor.

Later, I contacted John regarding a part issue with the dishwasher, but he never responded. Despite multiple calls and promises from Alisha, I received no resolution. I decided not to waste more time with Bray & Scarf and would only reach out to the warranty company for future repairs. I will never purchase from or recommend Bray & Scarf, despite having referred customers to them in the past.

I have been since February dealing with this company. First they come to solve a noisy issue, which landed to a bigger issue. 6 months later, several visits and the issue is not solved yet. Here is how they operate: One visit, order parts, wait 3-4 weeks for parts, parts received, another 1-2 weeks to schedule visit, change parts, machine does not work, I call, another visit after 1-2 weeks, visit made, order parts and so on. It is unbelievable that folks leave the machine not working after a service. This company is not trustworthy. You can tell by their phone service.