Having a bad time with Bray and Scarff's repair service. Came on a Wednesday about refrigerator not working. Said would order fan to repair, and would come in about a week, then would return to fix. I called them the following Monday (5 days later) to find out if fan was in. Was told not ordered yet, and someone would probably be calling me later that day to get my authorization to order fan! When didn't call later I called them, authorized fan, and asked if they could rush to make up for delay. Was told for extra $35 they would overnight the part. I asked if they would do without charging me considering their delay in not contacting me right away for authorization. They refused so I have been waiting an extra week for the fan to come in. They were so unapologetic and unhelpful for the delay they caused, and uncaring about my problem, that I will go elsewhere in the future, not only for repairs but for the new dishwasher I need!

Searching for an upgraded gas cooktoop, we responded to a flyer from Bray and Scarff by dropping into their store near our home in Alexandria. An uninterested and uninformative dolt eventually roused himself from his slumber and showed us a few things -- but not the Bosch cooktop advertised. Since we were going to be in Arlington, we visited their store there and found a much more energetic, personable and informative salesman. We ordered the cooktop, including installation, although the price was a bit more than available from internet suppliers, in the interest of supporting a local business. The salesman informed us that someone would have to come out to inspect the proposed location before actual installation. A few days later, a remarkable individual appeared -- easily the dumbest human being I have encountered in 78 years of life. He couldn't find the cooktop listing in the out-of-date catalog he brought with him; he ignored the cutout measurements the salesman had carefully noted on the invoice; he was completely baffled to find that our cutout had to be enlarged by about half an inch; and after taking numerous pictures, he left in total confusion, saying that the experts back in the shop would have to decide what to do. Shortly afterward, we called Bray and Scarff and canceled the installation -- if this was the type of technician they employed, we didn't want them fooling around with flammable gases! I then got a nice Mexican guy who does work for us to enlarge the cooktop cutout to the correct dimensions for the Bosch unit -- a task that took about 20 minutes. Then came the saga of actually getting the cooktop. First, it was coming on Tuesday, then on Friday, but it was out of stock, so it would come on another Tuesday, then Saturday, then it was still out of stock and wouldn't be available for some weeks -- but there was a display unit that we could have, and they'd wrap it up for us to pick up. We did arrive to pick it up, but it wasn't wrapped up, and some accessories were missing. SO, we've finally said "To HELL with you, Bray and Scarff" and cancelled the order. Gangs like Bray and Scarff that just can't shoot straight DESERVE to be forced out of business, and I for one am extremely happy to assist in the process. I've just order the cooktop from an outfit in New York that has five of them IN STOCK, and at a price 10% lower that BS's. Moral: If you value your sanity, stay away from Bray and Scarff. They are the most uncoordinated and thoroughly screwed up business operation I've ever dealt with.

We oredered appiances and counter tops from Bray adn Scarff--more than $18, 000 woth of business. Applicances were to be delivered between 1 and 4 pm--I called at 5 and they were delivered at 7. Had to cancel a business meeting to wait.

When the subcontractor (Counter Intelligence) tried to install the counter tops, one cracked--that was Friday at 9:30 am. Meanwhile, I am without a kitchen. I was told that I would have a schedule for replacement by 5 that afternoon. No one called--but I called both Bray and asxarff and Counter Intelligence and left messages. No response. I called both again Monday--got a call back from B&S that COunter Intelligence would call. They did not.

On Wednesday I called B&S corporate, spoke to a service manager(James Spencer). He did call back to tell me that he had turned it over to someone else (Michael Wallace) who would call me back--he did not. So I called my counter/installation salesperson at B&S (Harold in Bethesda) to ask the status and complain about the lack of information. He said he'd call back--that was two hours ago. No call back.

I am paying B&S a premium to do this work, versus other kitchen contractors. They have failed every step of the way since the contracts were signed. No one takes responsibility--they pass the "I will call back" promise from person to person. I will never use them again, and I will recommend to anyone taht will listen, DO NOT USE BRAY AND SCARFF.

We had them remodel our kitchen with new appliances. The work was terrible and took more than twice the time that they said it would (10 weeks for a galley kitchen!). Most days, nothing happened.

The counter top was too small.
The installer was just some "guy" who came to our job after his day job.
The kitchen designer couldn't do math.

BOTTOM LINE: DO NOT USE THIS COMPANY. YOU WILL REGRET IT. I GUARANTEE IT.

I bought a wall oven (an expensive one) from Bray and Scarff. After a few months of (infrequent) use the electronics went haywire. 3 visits from a service rep failed to solve the problem. I was forced to keep calling B&S Customer Svc to tell them the problem was unsolved. They kept requesting to send the same rep back even after he claims he swapped out everything relevant. I was told 4xs I would get a call from the Mgr. Never happened. The sign in the store says "if we can't fix it, we'll replace it". I'm holding them to that till hell freezes over. Bray & Scarff has very poor customer service. Think twice before trusting them with your business.