Bray & Scarff Appliance & Kitchen Specialists

Bray & Scarff CANNOT deliver service for the products they sell! That is the cold truth. We have been waiting since 24 Nov to get someone over to our house to look at our Jenn Air wall oven. Our wall oven locked up during the self-clean cycle two days before Thanksgiving. Having an extended warranty, we called the maintenance number in Maryland and were told that the earliest someone could come out was 15 Dec. Well, we put up a fuss, asked to talk with a manager, etc, and suddenly, a cancellation surfaced, and we were booked for Friday, 4 Dec. However, the technician got sick and couldn’t come. We were told that 15 Dec was the earliest day we could be re-scheduled. Well, we put up a fuss, I threatened to go on social media, and suddenly, a cancellation surfaced, again. We were told that someone will come on 11 Dec. An automated voice told us the evening before that our appointment was confirmed and that a "technician" would show up no later than 10AM the following morning. Well, that never happened. When we called to find out why the technician never showed, the hapless operator stammered and said, "it appears your were taken off the list by the technician ... I am not sure exactly how that happened." HUH? So, it has been 17-days, and we still have no hope that someone -- anyone -- can come out to fix the problem. When we purchased the extended warranty, we were lead to believe that B&S service was local, more responsive, and better than the manufacturer’s extended warranty plan. That is what the sales rep told me and my wife. We believed him. I think he was sincere, but what he probably did not fully understand is that B&S service department is horrible! They are not able to live up to the contract terms and conditions. And, for the record, if I had purchased an extended warranty from Jenn Air, things would have been fixed by now. After spending 20 minutes with me trying to diagnose the problem remotely, the rep from Jenn Air service center in Tennessee told me that if we had chosen a Jenn-Air extended warranty, they would have had someone come to our house within two days. At least she spent time with me trying to fix the problem. The B&S persons I've talked with over the phone clearly couldn’t care less. They seem more interested in saying whatever necessary to get you off the phone. So, in closing, I have some questions: Is B&S being honest? Are you telling customers the truth? Can the B&S service center – which seems woefully understaffed – live up to what the sales agents are claiming? Word of mouth is powerful. Even if this issue gets resolved, we will tell our friends about this experience: if you buy from B&S, DO NOT get the extended warranty … they cannot deliver on their promises.