Competitive prices , will match other dealers ! Delivery good, but service department is horrible at best

I wish I could give this business a zero star review. After the initial smiles and glad handing from the sales staff, our service went off a cliff. Within one year of spending nearly $8,000 on new kitchen appliances, our range hood made a noise like someone sawing through logs and the oven\microwave unit completely died. In the interest of brevity, I will just address the oven unit. We filed a claim through warranty and from beginning to end it took FOUR MONTHS to solve the problem. Bray and Scarff kept sending out the same technician who would get on an iPad and look up the manual and decide he was missing parts. This happened multiple times until my husband used AI and printed out EXACTLY what was wrong and showed it to the technician. He ignored him and it took two more visits and a call to corporate to finally get it fixed. Now, about 14 months later we are having THE SAME EXACT ISSUE with the appliance. I called today and was told that after a year the Bray and Scarff warranty company deletes ALL previous service issues after a year, so we are starting from scratch. And the "corporate" woman who assured us that should we EVER have a problem again with the appliance to contact her directly told us today that the warranty "changed their policy" and she can't help us (Hollie Sweeney, sorry, we saved ALL the emails). I don't know how this story is going to end but I can guess. Do not purchase anything from this company and definitely DO NOT purchase any warranties. We were pushed into it by our salesman at the Columbia location. This company should be sued in a class action law suit. read more

The repairman from Bray and Scraf - Robert Beckman is to be commended. Sadly, he works for a company that is severely lacking in Customer Service, however, if you are lucky enough to have him as your technician - your faith in humanity is restored. He is both knowledgeable and a true professional. Thank you Bob, for being the only good thing to come out of my appliance purchase from Bray & Scarf. Let's just hope it's at least 6 months before I need a repairman again!. This is ridiculous... read more

I was in the market for a Washer and Dryer. Came to the store like 2-3 times and felt like they were not trying to sell me anything i even gave my email, got their business card, spoke to 2 different associated. All they did was send me the specs, no price. Felt like I was being given a run around. I went to Lowes and got it for cheaper (based on Bray and Scarffs website price) read more

I am not happy with the new GE washer/dryer combo. It does not dry my clothes completely. I was away for a week after it was delivered and was not able to use it myself. My husband complained that it was not drying and upon my return, I agree. I put my sweatpants in for 2 hours of drying and the pockets were still not dry. I had asked the sales rep if there were problems with it drying and he assured me there weren't. He told me how the clothes will not be hot, but will feel damp, but are dry. This is not the case. I am now being told I only had 7 days to return the machine. I have asked for an exchange of a more expensive set of machines, but no one has answered me since last week. I usually love Bray and Scarff, but this is not what I expected at all. And now the machine is $900 off???? I see why! read more

I previously posted that I've been very unhappy with my interaction with B&S. well I still am . I've not heard anything from them since March when I got a call from a very confused employee about ordering another door to replace the reordered door that was to replace the damaged door that came with the new refrigerator. sound confusing , you should be on my end of the phone . I did get a response from Aaron that identifies as the Owner of the Company. He suggested that he was sorry and he wanted me to contact customer service . Dah , what does he think I've been doing? it's time they reach out to me , they know where to find me ! read more

I bought the cafe refrigerator. The ice maker has never worked. I had to have them come and repair it . They came twice and said it was just the way it was. Now the whole computer system does not work . I have an extended warranty . I can not get them to give me an appointment . Terrible customer service. read more

Absolutely horrendous experience with Bray and Scarff. I bought a new Wolf 30" Dual Fuel stove around Thanksgiving. Installation was yesterday 12-19. Everything that could go wrong went wrong. The installation team from Bray and Scarff was not the specialized Wolf team promised. No electrician was sent to make electrical changes (even though I paid for an electrician in the installation quote). The brand new stainless steel stove was severely scratched in the installation attempt. Bottom line: my brand new $8000 stove does not work. At all. Plus, I was charged $900 for a completely botched installation. I've contacted the sales team at Bray and Scarff and they basically tell me they can't help -- Wolf has to look at it and assess the problem. Nevermind that the installers scratched the stove so badly they should give me a new one anyway. Customer Service at Bray and Scarff have washed their hands of this, they do not return my calls-- and the store manager in Columbia asked me to have some empathy for HIM! I'll be cancelling my Christmas parties and dinner. DO NOT TRUST BRAY and SCARFF. They used to be great. Not now. read more

Bray & Scarff - My scratched up, non working, one day old $8000 Wolf Stove from Bray and Scarff. - Appliances Near Me - Columbia, Maryland

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Absolutely, horrible service. Months ago we bought a new GE washer and dryer because our very old Maytag dryer failed. We paid for delivery and extended warranty. Upon delivery only the washer arrived. A few weeks later the dryer arrived without full installation part. The dryer worked for a few weeks and then would not turn on. After more than 2 weeks service arrived said it was our fault for leaving door open too long. 2 weeks later failed again. After another wait they said it was the electronic boards. They came back 3 week later with wrong parts. We are now waiting 2 weeks. This is a lemon but Bray & Scharf refuses to replace. We will never use them again. The worst company ever. We bought a wall oven there 4 years ago ago which came with a broken shelf. Guess what, it is still not replaced. Go anywhere but not there. There is nothing lower than one star. read more

The woman who helped me was phenomenal. Very well knowledge and honest. Delivery was great and the delivery men were really helpful even with some hiccups because of the old lines to the previous fridge. Highly recommend! read more

Danillo and his helper did a fantastic job in removing and installing our new Fisher & Paykel refrigerator. They were on time and very neat. The installation of the water filter in the cabinet looks great. One happy customer. read more

Bray & Scarff - Kitchen - Appliances Near Me - Columbia, Maryland

If there is a minus rating we would have used it. The quality of the GE Monogram Stove is horrible! We have had three major components of our oven and one burner. This SHOULD NOT HAPPEN with a high end stove. In our opinion we were sold a lemon and terrible product that was supposed to be as good if not better than Viking. We had a Viking Stove for twenty years and the only parts replaced were the knobs that eventually wore off the lettering. My recommendation is to stay away from Bray and Scarff. read more

We have experienced the worst customer service imaginable. Our washing machine has been broken for over two months, they ordered wrong parts a month ago and now the unit still does not work with new parts. They never have a resolution or response after three visits to our home. The unit even had an extended warranty we paid for at time of purchase. I will never purchase anything from them again. read more

So unhappy with Bray & Scarff. I purchased a Bosch oven from them that is under warranty and it now needs a new ignitor. B&S ordered the part 3 weeks ago and it still isn't in. Which makes no sense since the service technician showed me the Bosch website when he came to assess the oven and the website showed that the part was in stock. It is so unacceptable that I will be without a working oven for a month or longer by the time it gets fixed, if it ever gets fixed. What a rip off. Never again will I purchase from B&S. read more

Great salespersons, very competent installers, and the electric range is beautiful and in tip top condition. Excellent rating of the store in Dobbin Center in Columbia, Maryland. 5 star rating. read more

One of the worst businesses I've ever dealt with. My refrigerator door broke in March. Despite having the full extended warranty, they have not fixed or replaced it after nearly 8 months. They never return my calls or call me back, even when they promise they will. Do not shop here under any circumstance. read more

Terrible customer service. I came in to get some information about appliances. The gentleman who greeted me asked me where my home is being built and said it wasn't where they delivered and gave me minimalist answers. I guess I won't be using them when I need appliances in their sales region. read more

Ok...these guys were the best when it came to sales. Craig was extremely knowledgeable and helped point us in the right direction from the moment we walked in the door. He wasn't pushy and was very pleasant to work with. Now...let me say it has been all DOWNHILL from there. We bought a new GE double oven, GE dishwasher, and range hood. Before the installers left they tested the dishwasher and it wouldn't work. They said a sensor in the door wouldn't recognize when the door was closed so the unit wouldn't run. Ok...not a big deal right? Just take it back and install one that works right? Wrong! They want to send someone out to "fix" it. Sorry. I don't want it fixed....I want a new one. I paid for a new one that works....not a refurbished one that never worked from day one! Oh....and the range hood? Well it's still sitting in my dining room uninstalled half a week later. The electrician came out to run a new electrical line to the basement but couldn't do what he needed to do because the old stove was in the way and he couldn't move it so he left. An hour later the old stove was gone and the new stove was installed. The electrician was supposed to show up the next day. No call. No show. After several calls to Bray and Scarf they agreed to send out a crew to complete the install. When they got here guess who they forgot to bring? The ELECTRICIAN. Who's coordinating this mess? So frustrating.... Meanwhile we are stuck washing dishes by hand for a family of six! Not fun. Buyer beware!! Next step is to think about contacting the BBB and our credit card company. read more

Bray and Scarff Review December 2018 This complaint is for Bray and Scarff's kitchen and bath renovations division, Dobbin road, Columbia. When looking for a contractor, you are not hiring Bray and Scarff per se, but a dozen or so subcontractors. My 3-bath renovation which began on March 14, 2018 by Bray and Scarff turned into a 9 1/2 month nightmare, finishing just before Christmas 2018. I was promised that the project would be completed in 4-6 weeks. Bray and Scarff's multiple sub-contractors failed to show up for more than 120 business days. There is no over-site, supervision, or accountability of sub-contractors. From the start, Bray and Scarff's multiple sub-contractors ordered the wrong tile, laid the tile incorrectly, shipped defective tile, tile was always out of stock, didn't order enough tile, shorted wainscot, ordered wrong hardware, plumber mistakes, etc. Every mistake had resulted in a 3-week delay. I was without a washer and dryer for weeks at a time and didn't have the use of my garage and driveway for 9 1/2 months. They damaged interior walls, ran over my landscaping, leaked oil in my driveway, and broke housewares. Frustrated by the lack of progress and lip-service by B&S and subcontractor, I contacted the area manager. The area manager had no impact on the productivity and was unable, unwilling, and powerless to correct the problems. Bray and Scarff uses unlicensed and unskilled tile installers (We Floors) that were completely incompetent. They had no clue how to properly install tile, and on multiple occasions had to rip up the tile they just put down. They were eventually thrown out of my house. After the project was completed in December of 2018, I had to spend good money after bad, and hired a different contractor to fix the multiple mistakes and shoddy workmanship. My complaints to Bray and Scarff executive management went completely unanswered. There are systemic failures at every level at Bray and Scarff, along with a complete lack of competency, communication, and integrity. In my 25 years as an operations executive, I've not seen anything quite this bad. They are simply the worst of the worst. UPDATE: After posting this review, I was contacted by Bray and Scarff and was asked to contact them so they could "make things right." I contacted them twice to no avail. Bray and Scarff has no intention of "making things right." They just do not care about the customer and only want to make the appearance that they've made an effort. Hire at your own risk. read more

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Just wanted to write an update: Bray and Scarff called me today in response to my review. We talked about the scratch, the lack of 90 degree hoses and the delivery. I reiterated that overall I was satisfied and everyone I worked with had been really pleasant - it's just an unfortunate scratch and systemic issues with the shipping. Their response was a $130 refund for the scratch and just not being satisfied. I replied I'd be happy if they just sent the touch up paint and instructions so I don't have to do all the research. They put me on hold for 30 seconds, and offered to mail that to me - then I found out they are ALSO doing the refund - which is above and beyond. At the end of the call the rep mentioned she will bring up the scratch with the delivery training. I'm glad to hear this. I should have pointed out that I'm positive the issue came either the belt of the installer or the winching belt they used to move it - totally understandable how it happened. I'm upping my review to 4 stars since they really took ownership of about 1/2 of my complaints and proactively reached out to me. I hope they find some better delivery scheduling software and just do free delivery instead of the rebate center and they could easily be 5 stars. Also - after a few weeks of using the Maytag washer and dryer - I have to say, I really love it. Fairly quick, gets stuff clean, and easy to use. Overall great purchase. read more

We bought a suite of appliances: microwave, range, fridge and dishwasher. The store manager, George Abeu, was friendly and knowledgeable, and steered us to the GE Profile appliances. There was a slight hiccup with delivery, but George worked hard to ensure we had everything delivered before the Christmas holiday (purchased Thanksgiving weekend). Delivery/installation crew was courteous and professional, and they checked all appliances were working properly before leaving. Everything works great so far. read more

Don't waste your time with Bray & Scarff. I recently purchased a GE Microwave/Oven Combo, not an inexpensive purchase. I walked into B&S knowing what I wanted, so Larry (the sales guy) didn't have much to do. He seemed knowledgeable. After looking at the floor model I went home to make my decision. I called him a day later and told him I didn't think I would use the Convection options so wanted the Sensing model that would save me about $600. He told me "most people like the convection option" and I said I didn't think I would use it, if at all, definitely $600 worth. So I ordered the model with the Sensing option. He told me it was in stock. I told him online it said "next day delivery was available" but he said since it was 12:30, next day wasn't an option, the cutoff was 12:00. He didn't even try to see if an exception could be made. So, I said fine, I am not an early riser so after 11AM please, he told me delivery is in 4 hour blocks and he didn't have any control. Also never trying to request a later delivery. I couldn't even request morning or afternoon, it was the luck of the draw. And I wouldn't know the 4 hour window until the night before. Horrible customer service!! Long story short...and you probably guessed it, my window was 7-11AM, and I was delivery #1. So 7AM!!! No concern for me at all. When I called Larry to voice my disapproval of my delivery time, he told me "most people" like the early delivery!!! How annoying. I told him I was very disappointed with him and he should hope I don't get a survey to critique him. He told me "most people gave him great reviews!! How smug. I told him, I was NOT MOST PEOPLE!! I must say the delivery guys Jose & Carlos (I think) were great. They called about 7:10AM and said they would be there in 10 minutes. They arrived and went to work, in and out in 20 min. Taking care of all packing materials and the old unit. But that was the only bright side of this whole experience. I will not be using them again, even if it costs a little more. The only good decision I made was not to buy their extended warranty, from the reviews I've read, they don't help at all. read more

Larry as usual was an excellent salesperson. This is the second time we bought a major appliance through him sight unseen and were not disappointed. He answered all questions thoroughly and provided the best recommendation based upon our needs. Extremely professional customer -oriented service. The delivery and set up team, Carlos and Jose were excellent. Everything was handled professionally, on time and quickly when they arrived. Extremely polite and friendly. Thank you again team for a job well done. read more

We had a good experience in the store with the purchase, but as others have noted, things go downhill from there. We were there on a Mondya, and they gave us an initial installation day of Friday, and then the night before told us they would arrive between 4 and 8 pm. So, scheduled to be home, and they aren't coming until pretty much after work. Then, at 6 we get a call that one of the installers was injured, so they were cancelling. They were not able to reschedule delivery until the following Tuesday. So, home again for another day. The installation is fairly uneventful, and we checked to make sure everything was working before they left. That evening, we tried to use the steam feature on the dryer, and water started pouring out from under the dryer. Our first call told us the only option was to send service out to look at the dryer on Friday. We have had the appliance for 3 hours, and we have to wait three more days for service to come look at it. We sent a video of the problem to the installation team, and they said it appeared to be a factory problem. When we spoke again with the store, they said they could not send out a new dryer for us even though they sold and installed a defective one. We had to have service look at it, and then presumably go through some paperwork to maybe get a rescheduled delivery for a new dryer that maybe they would show up for. We asked what would have happened if we had tried the steam function while they were here and found a malfunction. They said they we would have still had to call service to come look at it. WHAAAT? You would deliver a broken item and then make the customer call service to deal with it 3 days later while your installer is standing there? We are over a week since purchase, and no resolution in sight. Calls to the "escalation manager" are not being returned. We were consistently told that they could not simply change out a $1000 dryer without going through their process. We paid for a new, functional dryer. They should work out their differences with the manufacturer on their time. I would not recommend using them for your appliances. Update. I emailed the company after they read my post, and no response. The service people eventually came to work on the dryer and reconnected a hose inside the dryer that was not connected when they delivered the dryer to us. The dryer is now making screeching noises during the cycle. We called the store, and our salesperson was totally dismissive and told us to call service again. This is some of the worst customer service I have ever experienced, and the product they sold us is a piece of junk. Never shop here. read more

Brand new Whirlpool fridge bought in May. Larry talked us into an extended warranty, promising that if anything happened, they would immediately and quickly replace it. We're now going on 7 days with a broken fridge and Bray and Scarff extended warranty customer service is saying that what Larry said was a lie and that we have to wait 7-10 days for parts. We called Larry and he says that's not true. No one will let us talk to a manager. They can't "give out the manager's number" and she won't call us back. Customer service is RUDE and totally unapologetic. We have thousands of dollars in essential medicine that requires refrigeration. DO NOT BUY FROM THIS COMPANY. DO NOT BUY THE EXTENDED WARRANTY. This entire place is a scam. read more

If it were possible to leave a negative review, I would. We signed a contract for a kitchen remodel in December 2021. The design process was good, but everything else afterwards was awful. We are still waiting for parts for an appliance that we paid for last December and that was delivered to us in July. I know there are general problems with long wait times these days, but the fact that Bray & Scarff staff repeatedly do not know which parts are missing and keep telling us " we have to look into it" speaks volumes. They either don't care or are incompetent. read more

On November of 2013 I purchased a Kitchen Aid double oven. At the time of purchase they told me if a purchased a a 5 year service contract and did not use I would be refunded the $279.95. I never but service contracts, but this seemed a reasonable offer. I called today for the refund and they said "oh no, it is just a store credit". I would have never purchased the service if I had been told that. A really bad way to do business. Diana Miller read more

I want to start by saying that I wanted to calm down before writing this review. This really deserves -5 stars. I also want to note that I have purchased from the Bray and Scarff in Columbia a washer and dryer, an oven and microwave, stove top hood and a refrigerator. I am not a new customer. This store and this sales associate has gotten plenty of business from me. I purchased a dishwasher on approximately 10 days before writing this review. The delivery team arrived and removed the old dishwasher and installed the new one. No problem until a few hours later when I went to load it. I looked in the bottom and saw the spinner which shoots water to the upper tray was unattached and after closer inspection found that it was broken. I called the store the same day and told the salesman (Ron) who sold me the dishwasher. He told me that it was a long weekend and that I would have to reach out to the repair department. I clearly was not thinking because I thought by reaching out to the repair department they would initiate a transaction to get me a new dishwasher. Seeing as the dishwasher with the install and everything cost approx $1400 I assumed that I would get a new dishwasher. Seeing as they installed an already broken dishwasher in my home why would I have to go through the hassle and time consumption of repair ticket. A repair ticket involves and initial visit to assess the problem and then subsequent visit(s) for the repair. I called the repair department who told me that the I should rectify the issue with the store since it was installed broken. After calling the store and speaking to the sales rep (Ron) at least 3 times he seemed unwilling to give me the outcome I was looking for. He kept insisting that I had to follow the steps to have a repair done. I decided to go to the store and speak with them directly. He put me on a call with the repair department who then said that I have to open a repair ticket! I insisted that this whole process was unacceptable. Why would I wait for a repair when I could simply get a new dishwasher. I told the lady from the repair department that this was ridiculous and unacceptable. Additionally they installed it broken. I discontinued my call with her. Ron then said this happens often. At least "30% of the time" (and I quote)!! I told him it had never happened to me. Went on to say that I would never shop here again and I would for certain review it online. He then got angry saying It's not Bray and Scarff, its GE. He said I was being unreasonable and that I could have the repair done. He knows it's a bit of an inconvenience. So what I'll have to wash dishes for a couple of weeks. I screaming match ensued. I requested a refund. They had the audacity to charge me a 20% restocking fee. So I got a refund less 170.80!! This is certainly not over! I have contacted corporate and I will continue until I get ALL of my money back! What kind of place charges you a restocking fee on something they installed that was broken!! Save yourself the stress. Shop elsewhere!! read more

Perfect experience from start to finish! George, my salesman, educated me on the phone regarding cooktops before I visited. He shared my best options and I purchased a lovely Kitchen Aid downdraft cooktop. Set it up for quick install, and Richard the installer was prompt, courteous and knowledgeable. My first purchase from Bray and Scarff, but I will look there first for any appliance needs. read more

Wayne B. Delivered & installed my new dryer and took the old, dead dryer away in less than 1/2 an hour. He was alone because his partner called off due to a death in his family. Wayne did a fantastic job solo, & we would use Bray & Scarff again because of him! read more

Bray & Scarff provide very good customer service and strive to satisfy the customer. Chanel was great to work with. She was prompt with email responses and very helpful with making the final decision on the models that we purchased. My only complaint, and the reason I didn't give them 5 stars, is that they charge a higher delivery fee when they are not installing your appliances. One would think the opposite. read more

Just awful. We bought a washer from them 2 years ago. It had a short and stopped working. They sent a repair guy out under one of their extended warranties. He came out, did not listen to us and ordered the wrong parts that took 3 months to arrive, then he comes back, no part in hand. Second day, comes back, part is wrong. So, they order other parts, three weeks, nothing. then we get a call that they will give us our original money back. So, we go over and Ron is very helpful with picking out a new washer and dryer. We measured the doors twice to make sure it would fit. Team comes out to deliver the washer and hems and haws over whether the units are too big. These guys are linebacker size and won't lift the thing down or use a strap. They tell us other teams may, but they won't. They are going back to make their report, which should include they couldn't do their job. Now I'm waiting on hearing back about delivery. We have not had a washer for cloths in almost 2 months at this point and we are left to pester our family to do our laundry. Unacceptable. They need to get out strap the thing on and lower it and stop with all the excuses. read more

Purchased a Bosch 800 series dish washer from the Rockville location. Staff, including store manager Chris Gavin, was friendly and communicative during the sell process. After installation, we noticed installation damage on the dishwasher ( I had previously inspected the unit in-store and saw no damage). Despite several attempts to contact the Store Manager ( both e-mail and phone calls), I have no heard back. This is upsetting, considering the large amount we spend on the unit. What's the point of going to an "non-big-box store", if the customer service is at the same sub-par level? read more

We were able to purchase a new refrigerator over the phone. Ron was an excellent salesman who was very familiar with the product and understood exactly what we were looking for. The delivery was seamless. We were notified of the delivery window and were provided a link to track the progress of the delivery truck online. They came on time. Danilo was able to remove the old fridge and install the new one efficiently and professionally. He did a great job. We are very happy with the operation and will continue to purchase our appliances from Bray & Scarff. read more

Same complaint as everyone else. They actually DELIVERED A LEMON and ran out the door before we realized the freezer door doesn't even close. Dripping water from condensation all over the floor. Called to complain, they won't even return. Begged for an appt a week from now. At which point what??? Try to fix a supposedly new fridge or have to reorder and wait weeks more for delivery? Am looking into Maryland regulators to contact and Lemon Law now. DO NOT BUY!!!! Oh and we were scammed into the "extended warranty" too. What a joke! UPDATE - Thanks to social media, customer service called back and offered to come out next day. It was an installation error. Delivery team didn't install bottom drawer correctly - technician fixed it and now it closes and no more dripping water! read more

We purchased a dishwasher from Bray & Scarff. They were able to price match which was great. We set up a date for installation. They called the night before with the time frame and then the tech called when he was on his way. Richard was our Tech. He was extremely polite and knew what he was doing. He installed and removed the old dishwasher and did a fantastic job. I highly recommend! read more

I purchased my kitchen cabinets at the Bray and Scarff in Columbia, MD. I thought I was getting high quality cabinets but that's not what I got. I paid a fortune for them. They are junk. The drawers don't line up correctly with each other per cabinet. I have one cabinet with three drawers, one on top of each other. None of them line up. The bottom of the drawers stain very easily. You can't keep them looking clean with stains. I installed the knobs myself. On two of the drawers the face of the drawer fell off while I was drilling the hole. No kidding. I purchased cabinets in my last home from Home Depot and loved them. Never had a problem with them. Don't lose money like I did. I got much less than I paid for. Go to Home Depot or Lowes. read more

KoKo M asked me to email him...which I did twice but never got a reply. Don't be fooled by this attempt to look like Bray & Scarff cares about service. THEY DO NOT CARE! Once they sell the appliance to you, you are on your own. BS service was not available to even look at my refrigerator for 2 weeks. They referred me to their contractor. I've been on the phone with the contractor, NSI, several times this week and they were able got another company to look at my refrigerator. read more

Second time ordering from these guys and both times the sales and delivery was excellent. Even when we apparently ordered the wrong fridge (too deep for our kitchen) the delivery guys Andre and Alberto went through the trouble of putting back our old removed unit unitl the replacement could be sourced. When I spoke to the sales rep, they said no second delivery charge for the new one. Very fair prices, good overall service (though the assigned salesperson as mentioned in other reviews is a bit annoying) and great product delivery puts these guys over the top from Home Depot. read more

We purchased all new kitchen appliances in 2016 from this location and the purchase was seamless. However, the reason for the one star is their service department. We purchased the extended warranty at the time of purchase. Our dishwashers control panel broke on January 4, 2018 and we called B&S' service department. The first available appointment was 6 business days away...ok, that's fine. Fast forward to the day B&S arrived, the technician was only in our home for 5 minutes. He diagnosed the problem and then promptly told us that he would have to order the part and that it would take 5-7 business days to get to their warehouse. When the part arrived, B&S called us to schedule an appointment for it to be installed. Again, it was ANOTHER 7 business days before they could come out to install it. Fast forward again to our appointment day on February 5. B&S called my husband that morning and told us that the technician assigned to our area called out sick and that they would have to cancel the appointment. My husband, giving B&S the benefit of the doubt, asked the representative if we would get priority over other appointments since our appointment had to be rescheduled on their accord. The representative told him no, and that the next available appointment was...yep, you guessed it... 7 business days out. At this point, we are flabbergasted at the lack of customer service this company shows paying customers. Our next appointment is on February 15th, well over a month since the actual problem started. On a side note, we purchased our washer and dryer from Lowes about 2 years ago and we purchased the extended 5 year warranty. Our dryer recently started making a noise and we called Lowes customer service to schedule an appointment. Lowes had a technician out to our home the next day, the technician ordered the part (rush), the part arrived two business days later, and we were able to schedule to have the part installed the next business day. All in all, from the time we called Lowes, which was a Monday, they had our dryer fixed and working again by Friday. Now THAT, is excellent customer service! FUTURE CUSTOMERS BE WARNED! IF YOU PURCHASE AN EXTENDED WARRANTY FROM B&S YOU WILL BE AT THEIR MERCY IF SOMETHING GOES WRONG! We will never purchase another appliance from B&S because of this humongous flaw. read more