Called for service $90 diagnostic said I needed a new handle. Promised the maytag parts department was local and would only take a couple of days. 10 days later the part is "supposed" to be delivered and they will come out 4 days after that. Totally misinfomed, terrible rude serive not to mentioned overpriced. LOOK SOME WHERE ELSE. TERRIBLE read more

I am now 2 months over my kitchen remodels' original complete date. I anticipated some additional time (everyone says it takes longer than they project- but 2 months longer!!) 2 weeks ago, I tried to get the tile contractor out to my house when the last of the tile came in, but was told he was not available until this week- we agreed on today. I heard nothing from Bray & Scarff until I initiated the conversation today that they were unable to come to finish my backsplash today, because they started someone else's and needed to finish- what?? they started my backsplash well over 4 weeks ago and discovered that they didn't order enough tile (I had to wait for it to come in - at least 3 weeks). While I love my design and how my kitchen has turned out, I cannot believe that its acceptable to keep pushing my project off. I have nothing but praise on how wonderful the design turned out- how the main contractor completed his part of the project. I feel like I am held hostage to whatever schedule they decide they want to impose upon me, Surely Bray & Scarff has performance standards on how some of their contractors perform/complete projects? the urgency of this company to complete a project is unacceptable- It honestly hurts me to say, that I cannot recommend this company to anyone who is looking for a kitchen remodel. No sense of urgency or care for their customers! I don't even want to consider any appliance service or replacement from this company.. they have left a deep scar at this point in how customers are cared for. read more

Really poor. I called to request service on our SubZero, since they're listed as a certified service agent. Some person answered who sounded like he really didn't want to talk to me, gave me another phone number to call, said I'd have to sign a 5 year service agreement, didn't tell me who these other people were, and hung up before I could even get a question out. With this kind of front end, I would not consider doing business with this shop. read more

I recently purchased a dishwasher from the Laurel location. Cliff was great! He was very helpful and precise. The installers were on time, experienced, clean, and quick. I have had a great experience so far! read more

I used to take negative comments against Bray & Scarff with a grain of salt, but no more. I now have to add my displeasure and agree with the others' negative assessment of Bray & Scarff service. We had Bray & Scarff remodel our entire kitchen, including over $15,000 in new Jenn-Aire appliances. We purchased the extended warranty, because these were high end appliances and WE THOUGHT Bray & Scarff would actually stand behind their word, but clearly we should have paid more attention to the many negative comments regarding their BS Service (pun intended). You would think that spending over $50,000 with a company would at least draw a modicum of caring about the customer, but sadly that is not true with Bray & Scarff. Our Jenn-Aire refrigerator stopped making ice one day. We called Bray & Scarff for a repair and told them the ice maker was broken and likely needed to be replaced. After waiting almost 2 weeks for an appointment, B&S rescheduled the appointment twice forcing us to delay it further because we were going out of town on vacation. When we returned home, we had to wait another 2 weeks for an appointment. The repairman was here all of 5 minutes before declaring "yep, you need a new ice maker, but we do not carry the parts, so we will have to order them. After almost 3 more weeks, the part comes in and then we are told the first available appointment to install the parts was 10 days from now. I told the rep that this was unacceptable, I wanted it installed faster. They stated there was nothing they could do. I asked to speak with a manager. They claimed they were all busy and someone would call back. I waited two days and called again. I was told they were all busy and would call back. I'm still waiting. Wow, how disingenuous can you be? DO YOU EVEN KNOW WHAT CUSTOMER SERVICE IS??? Although the sales people were helpful and seemed pretty good, I can now assure you that I would never again purchase anything from Bray & Scarff. The only company I have ever dealt with that rivaled Bray & Scarff's level of poor service is Verizon, and sadly even they were not as bad as BS Service! It is very clear that the service division is poorly managed, with inadequate staffing and an obvious lack of concern for customer service. read more

The absolute worst experience! 2 MONTHS of having a broken dishwasher, 5 different days off from work sitting around waiting for service - the rude customer service people practically laughed at me on the phone. They cannot get the right parts and when they do get them they are broken. 4 out of 5 times they were scheduled to come out the customer service people call to let us know (at the end of the day) that the service guy noticed it is the wrong part and won't be coming!! Nobody can check the day before? The one time the service guy showed up, it was at 6:30!! after I took the day off from work!! And you guessed it -- wrong part!! Brenda (Service Manager) was the worst excuse for a customer service representative I have ever spoken with. The only way to recoup my expenses - lost wages, $100 I spent on the service call (which has not resulted in successfully fixing my dishwasher yet), plus a $50 deposit for the part - is to SPEND OVER $600 on new dishwasher, and they will take the $150 off! Something seems unethical about that -- I have to pay for service I did NOT get and a part that I have not received!! Next stop -- Better Business Bureau. read more

The salesman was wonderful. The dryer I purchased is wonderful. The delivery guys that ripped three holes in my floor were not wonderful. The person who is supposed to get my floor replaced is dragging his feet and wanting additional quotes for replacing the floor. Don't know if I'd ever use them again if they don't resolve this issue quickly. read more

I would not buy ANYTHING from Bray and Scarf. We have been waiting 6 weeks for a $17 refrigerator part. Two mis-orders and one cancellation. Now this morning I am told not another availability till the 18th!! They don't treat customers well at all. I regret renovating my kitchen and buying appliances from them. Go somewhere else. Alexandria, Virginia needs to put Bray and Scarf out of business. Absolutely the worst!! read more

I had great service at Bray &Scarff. John D'Amico stayed after closing to sell me a microwave and put it in my car, in the rain. When I installed it the next day, the damage was more noticeable. I found a new one, same model, for $4 more and John let me return the damaged one. He was very nice and accommodating. I felt bad that he had stayed late and then I returned it! I will definitely shop there again, if I can find something in the warehouse that's just right. read more

Sales and delivery - top notch. Service - a joke. Brand new refrigerator and icemaker wouldn't work. 6 service calls later (spanning 4 months) and now I have ice. But the last icemaker repair broke the cooling fan in the fridge. Three weeks later the simple fan still hasn't been replaced. Service dept REFUSES to work with a customer's schedule. Will only book a day and leave you hanging until the night before. Spoke with a supervisor and was adamant I would only be available in the morning. Sure enough, was called to say the repairman would be there in the afternoon. Researching lemon law and working with VISA to return this piece of junk and will not shop there again. read more

Wanted to write a review to thank Cliff Walterhoefer for helping find a part for a dishwasher that no one was able to help with at other stores. He was able to find a silverware basket to replace one that was broken with silverware falling through the bottom. For my 80+ year old in-laws, this was a problem, and Cliff was kind enough to locate and secure a new silverware holder that would work for them. It may seem like a small thing, but to elderly people who cannot see well or bend over when things fall into the bottom of the dishwasher, it's a big deal. So thank you, Cliff for the great service!! read more

3 weeks after my broken "brand-new" washing machine was delivered....I had been told I was getting a better model to replace the first one. They tried to charge me another $150.00 because the first one was discontinued , but had waived it because I received such rude service. I just turned on my "new" washing machine & it is BROKEN. Not only that the service men RIPPED A HOLE IN MY FLOOR !!!! read more

This store is great for offering products, but don't think for one minute that you will get the same repair service as when they are selling you their high-end products. I have bought a washer/dryer from them to fit in a VERY tight space. That worked out super after having 3 deliveries sent back from BestBuy. The salesman came to my townhouse and measured before they delivered the high-end washer/dryer combo. I paid nearly $2,000 for a washer dryer combo. Four years later I need service. The heater coils in the dryer failed. OMG---the Bray and Scarff service guy that finally made it to my house complained the minute he hit the door. It was late afternoon and he was no Spring Chicken. He had to walk up 3 floors of steps. Then when he found the washer/dryer stuck in the tiny closet he scoffed at moving the washer to access the dryer. He refused to work on the unit. He left---No charge, of course. He wanted me to re-sked so 2 people could come at a charge of $99/ea---visit. Once he left, in 5 minutes I (a 58-yr old woman) pulled the units out and had the dryer broken down to where I could try and figure out from online drawings what the matter was. I called the service folks back to request him to return....they said he couldn't come back. He was a lazy-ass MoFo......He had no intentions of helping me out of the dilemma. He is half of a man!! I pulled out the heater coils, went on-line and order new ones. In 4 days I will have a dryer that works again and it will only cost $111 and NO Stinkin' WEAK-ASS service men will be pissing and moaning about the conditions or walking up 3 sets of stairs. I WILL NEVER recommend ANY ONE buy from this company unless you accept that service will come from some place else. read more

It's a shame that I have to write this review because I had a wonderful experience purchasing all of my kitchen appliances and remodeling from the store on Lee Hwy several years ago. However, when I needed a small repair on my Subzero fridge, I had a completely different experience. The technician ignored my request to replace the entire ice machine unit, which lead to an unnecessary 2 visits and several months delay. Once the new part was ordered and arrived to them, they cancel 3 appointments on the day of for various ridiculous reasons. The woman on the phone was rude and unhelpful. I wouldn't trust anything that they say about being able to follow through on completing your repair. They are very good at collecting all of the money right up front, but they can't seem to follow through. I would find another repair service. Bray and Scarff sales department is wonderful but their repair service is the worst. read more

Service is abysmal. We have been waiting about 6 weeks now, after a no-show (serviceman was sick), a service appointment never fulfilled because he did not call; a third appointment that failed to fix the washing machine. Every time, the next appointment is put at the bottom of the pile in scheduling, despite the fact that the errors are all by Bray and Scarff. Manager never comes to the phone. Forget it. This service business is worse than a joke. read more

SLOW, INEFFICIENT SERVICE. LONG WAITING TIME FOR REPAIRS & PARTS. After you finally schedule an appointment, if you need parts, you have to first wait for the driver to take the order form to his shop, and then the next day wait for someone to physically drive the order from VA to MD, and then you have to wait another 3 days before they even give you an estimate for parts, even if the exact part numbers are written on order, like mine. After that, you have to wait for the parts order to come in, and then wait many days to schedule an appointment to put the parts in. I am astonished how inefficient their service is, which could easily be fixed. PLEASE, BRAY AND SCARFF, USE A BETTER SYSTEM OF PROCESSING ORDERS!! read more

While sales people seem knowledgable and helpful, do NOT get swindled into an extended warranty. My washer has not worked for months; a tech came and said the part would have to be ordered and that would take a week. After many phone calls trying to get the situation resolved and many weeks passed they finally scheduled an appointment for the repair, which they then canceled the day of with an improbable excuse. I was told by the service manager that I would get another call back shortly--a call that still hasn't come some 58 hours later. Clearly they do not want to make the repair, nor follow through with a replacement as they claim they will make if a repair cannot be made. They put every obstacle in the way, perhaps to make the customer eat the high price of the warranty and give up? They are a large operation so clearly individual customers are unimportant in their big picture. read more

This place has the worst service ever. I just can't believe how little they care about customers, and how you stay in business like that. I never post a comment before, but this service was SO bad that that I had to do it in oider to help others not to deal with Bray & Scarff. Our dryer machine stopped working a few weeks ago, so we contacted them for repair service. They sent a guy who after 15 minutes of trying to move the machine to be able to open it, said he had to come back with somebody else, because he couldn't do it himself, but I still had to pay the $89 they charge to send somebody to give an estimate. So I had to pay but didn't have an estimate. When my husband came home that night he was pretty upset so he called them and they told him they were sending two guys the next Wednesday. We waited all they at home and no one showed up, so we called again and they said they were running late but they had an estimate for us: $295 to fix the dryer machine. And we were wondering, where that estimate came from if they couldn't even look at the machine inside, so my husband called twice asking to talk with the manager, who never called us back. I guess he couldn't care less about his customers. Fortunately, our credit card gave our $89 back so we didn't lose that money. Seriously, folks like them should not be in business. read more

I would not buy anything from them. When they came to deliver the refrigerator which was way under the standard size of 35 to 36 inches they had to take my front door off the hinges and when they did that they took the door downstairs and left grease marks on my carpet and the front side and backside of the door. The top of the refrigerator where is filthy and I asked them if they had cleaned it off and he responded how do you know and I said because I saw it when You bought the refrigerator up the stairs. They clean the top of the refrigerator but I cleaned the sides and the front of the refrigerator. when they reinstalled the door back on the hinges they did not check to make sure it was right and now they dead bolt gets hung up. They were also supposed to install a water line for the icemaker but the salesman did not put it on the invoice and therefore it was not done when we called and asked about it being installed they said it wasn't on the invoice and if we wanted them to install it for them to come back out it would be an additional $109. I have pictures of what the door looks like and my carpet looks like. I called Bray and Scarff again and asked to speak to the owner or one of the owners Dennis Scarff and I left a message with Savannah because he was in a meeting. Aren't they always? This was not a good experience and customer service is lacking. Remember, things start at the top and work down so if your owner's don't care, neither do the employees. I'm still waiting for a call back. read more

DELIVERY ONLY. Wish I had read Yelp before ordering a dishwasher for my elderly mother from here. I called several days before the delivery to confirm everything was on track. However, on the appointed day, no one called and there was no delivery. When I called to see what happened they said they had no record of a delivery request! So I set up a new delivery date and gave multiple phone numbers where I could be reached. Yet again, they did not show up and did not have the courtesy to call. When i called to see what happened they said the dishwasher is on back order! My mother has used their services SINCE 1965!! They lost our business. Period. read more

Paid A LOT of money over a year ago to have my kitchen entirely remodeled, including all new appliances. Paid more money for warranties on appliances. Sales staff is fantastic, but you better hope not to need service! Since that time, my refrigerator rattles and buzzes and microwave has not worked correctly (has been replaced once and new one has the same problem!). Between my husband and I, we have called at least once each month, had service folks out (who have said that the fridge problem is a "known issue") and nobody FIXES it! I have called multiple times to the service department, spoken with many folks, been promised a call from a manager, yet nobody EVER returns the call! If it was not so cold, I would set up outside the store and warn people not to go there! read more

Purchased a GE refrigerator, oven, microwave, (microwave was replaced with a new one beause the control panel that went out was almost as expensive as a new one. They brought 2 new ones because there were dents in both of them - same area; they were shipped from MALASIA!) and dishwasher. It took 2 and a half weeks for me to get an honest answer out of the rep who kept telling me the control panel was ordered and on its way". Now they are telling me the same story about my dishwasher. Äs soon as the manager comes in we'will have them call you". The manager is never there when you call at first. But I totally agree with one of the previous reviewers, they make it easy to buy but please forget about their service and repairs. I'm going out to buy a new dishwasher (not at a Bray and Scarff location or a GE product) - I'm sure they can think of something to do with the parts that come in.... read more

Actually this is about the Columbia location and appliance dept. We got an aggressive sales pitch about how they are better than box stores because of having their own service dept. But when it takes days to get their service to our home I regret not going to Lowes. This is my first and last purchase from them. read more

Trying to set up a delivery time with these people is TERRIBLE. Rude sales staff that don't care about your time. They will only give you a day to begin with and call you the day before with a 4 hr block. Their time is important and yours isn't. So much for customer service (GRADE "F"). I would give them zero stars if I could. read more

Bought a 26cuft Freezer and it failed 2-3 months after purchase. Lost an entire freezer worth of food.($1000+). Repair guy came (4 hours early), said compressor was dead andhe was not the compressor guy. He left. They said compressor guy could come the following week. When i complained, they said that I could call manufacturerer and maybe they could have service guy there quicker. Called manufactu...re and they said product was out of warranty. It had evidently had a service repair on it a couple years prior. So I was mis-lead when I purchased it. Service Manager did give me a new freezer (that was 20% smaller in size) and promised to cover my food loss. After 8 weeks and serveral un-returned phone calls, I could not get Hollie Sweeney (Service Manager) to respond. She finally did respond via email. She offered a minimal coverage for food loss. I was insulated that she didn't have the courtesy of a phone call after leading me on for and ducking me for weeks. Worst customer service ever. I had been a loyal customer for years. Also had sent many family members and friends to them. NEVER AGAIN! read more

Totally incompetent service technician. After twenty minutes of looking at my microwave oven the tech said he did not know what was wrong, collected the $ 89 service fee and left. I am still waiting for call back from Bray & Scarff. read more

The worst service dept. I've ever dealt with. Repeated no shows/last minute day-of cancellations, saying the technician called in sick...twice in four service visits. Sure. When I had made arrangements to be home for a four hour window. Next available appointment two weeks away. Repeatedly failed to fix a problem with the oven they sold us. No oven for more than a month now and counting. Stay away. read more

They do not care about fixing the product when it breaks. I'm still waiting for a freezer fix after 3 weeks and now they say they can't fix it. Stay away! read more

SERVICE DEPARTMENT REVIEW ONLY: From my understanding this is the same department that the retail store uses for repairs. We purchased a full kitchen appliance set (Jenn Air) from Bray & Scarff. It had been close to year, about 10+ visits from their "techs", 1 replacement, and they still cannot get it right. Over and over I was told that the issue I was having was in fact not an issue and that it was normal. Even though the display unit and a family members same fridge had no such issue. Eventually they gave up and sent me a new fridge, law and behold the issue was fixed! I was so happy i didn't check out the rest of the fridge. Next day I go to pull the freezer door out and it does not pull out straight. This is a different problem from the first, and my old fridge did not have issues with the freezer door. Round two with Bray & Scarff "techs". Yet again, "this is not an issue i have seen 20 of them do it blah blah blah". I had to take matters into my own hands and find the part that was causing the issue, which there was, because their incompetent techs do not know what they are doing. Long story short, if you DONT want to deal with, wrong parts, unknowledgeable techs, missed appointments, lies, sloppy work, mud in your house and loosing tons of time off of your job, STAY AWAY. My experience with their STORE was 5+ starts, but my experience with the service department makes me never want to deal with them eeeeever again. Not even for free. read more

The Service Dept. at this Laurel location is wonderful! I had a defrost timer issue with my 20+ year old Sub Zero and they scheduled me right away. They also work with Associated appliance repair and sometimes send them out if they can address a Sub Zero problem in a more expedient fashion. One way or the other, they got me covered. So no more trips to the liquor store to get dry ice!!! Yeah!! read more

IMHO, worst service you will find in any industry, anywhere. Buy if you want, expect to fix it yourself. Is a shame because I had planned to purchase a washer and dryer, dual oven, and gas cooktop from them to round out replacing my appliances. Fridge repair has been dragging on since January. They apparently have zero flexibility to work around schedules and each time the tech has to no-show the appointment gets pushed out two more weeks. If I can find the part online I intend to fix it myself. read more

DO NOT USE! Awful service appointments - no availability and they simply don't care at all about customer service or satisfaction. They were supposed to come to fix my dryer and allegedly - their one and only truck "broke down". Next appt - a week away. Unreal. read more

I had the best experience with the Bray & Scarff outlet in Laurel. My house had an old dishwasher masked by a mounted custom cabinet panel. These apparently NOT a uniform size and most stores do not have custom panel dishwashers on the floor to size them up. Enter the Bray & Scarff outlet to save they day. They had at least a half dozen open box returns on the floor and I was able to find the ONE model that would fit the panel without requiring a carpenter. The store manager, John, was as knowledgeable as they get and extremely gifted at highlighting the virtues of certain offerings (i.e. extended service plan) without feeling at all pushy. There was a promotion for free delivery and installation. Roberto showed up promptly and took great care during the installation (we needed to drain the pipes for the entire house to ensure the pressure didn't release water in to our kitchen). Everything went off without a hitch. My wife and I will be customers for life. read more

Totally agree with Alan S. comments. I just had an appointment today and like he said nobody cares about your time. Today for example they gave me a 3 hour window that I was supposed to wait at my house for the technician. He rang and I received a call saying that he was leaving. I called Bray & Scarff and asked him to return and the person on call responded was very rude saying that he said that in 10 minutes he would be back and if nobody answers and would leave. And bingo! He left. When the technician came for the first time last year, he said that the problem had been fixed and is not. Now that warranty is about to expire who is going to give a new fridge? Then I called again asking for the person to come back and the only option was to reschedule and obviously I didn't get my morning because it's not guarantee. Client isn't in first place for them, only employees and company. It's really a shame that when they need to sell something at the store they are very nice. read more

Buying the appliances isn't the problem but the service department should be ashamed of themselves. This isn't the first time we have had a problem with them. The repair person comes to your home after telling the service department he has called you at the wrong number to let you know he is on the way. He comes in grumpy and with a bad attitude. He opens my freezer on the KitchenAid and sticks a long screwdriver in it and says you need a new ice maker. I had called because my ice maker was leaking water but still making ice just fine. He then told me that since the white plastic row of points were sticking straight up it wasn't making ice which it was until he stuck the screwdriver in and repositioned the white plastic piece. When I said that to him he was quietly but thoroughly aggravated with me. I then asked him what a new ice maker would cost. He said he had no idea and and would have to turn in paperwork and then they call you with estimate. I then asked if the "$199.95" would be put towards the repair and he said no and that it was "$119.95". I then said I am paying for you to come out , not give me an estimate, break the ice maker where it is now not making ice at all and I was not informed of this money not being applied to the the repair and I when I called on the phone when I made the appointment. He kept asking me "are you going to pay me the$119.95? over and over again. He abruptly picked up his tools and went out of my house. I immediately called Bray and Scarff and got no help whatsoever since they only have one repair person to fix refrigerators in this area and he is NEVER allowed back in my home again! He is rude and unprofessional. He would have never have treated a man the way he treated me. It was demeaning and acted like I was some bimbo who didn't see what he was doing. It was a HORRIBLE experience! It is really a shame since we have bought all of our appliances there and they have lost a really good customer! They need to take responsibility for their poor customer service as you can see from other reviews. Do not buy appliances from Bray and Scarff if you expect good repair service! read more

Extremely poor service from Bray and Scarff. I called Bray and Scarff (301-470-7500) for repair on my dishwasher, knowing exactly what parts I needed because my contractor told me. The technician arrived on May 26 without the parts, charged me $99.95 and said he would order the parts (exactly what I had said on my initial call) and that I would receive a call when the parts arrived and would need to reschedule again for installation. One week later - no call. I then called on June 3 and was told that I had to pay for the parts before they would be ordered. No one had told me that. And the woman who answered told me that it would cost $160 for the labor on the second service call, $115.72 for the parts (fill hose and drain hose) in addition to the $99.95 that I had already paid. That comes to $375.67. My dishwasher has been sitting in my dining room for over a week while I waited for the call from Bray and Scarff saying the parts were in. Hearing this, I asked to speak with either Debra I or Holly S, both supervisors over the person with whom I was speaking on the phone. Neither were available but I was told that they would call me back shortly. Again, no call. I called the Bethesda Bray and Scarff store where I had purchased the dishwasher and told them the story. And asked if they could intervene. No one returned my call from the store either. I won't use Bray and Scarff again, nor will I recommend that anyone else use them. read more