This is by far the single worst company for appliances in the DC area. They should be ashamed of how they conduct business and treat customers. A perfect example of a company that has gone way too far from its roots. Rude customer service staff. A don't care attitude. Not a results driven company. Why any appliance maker continues to work with them is beyond me. Stay far away. Far far away as in a galaxy I scheduled to have my speed Queen worked on for a minor leak repair. Only a 3 year old unit used very conservatively. That's the first issue. I was sold these machines are rock solid. But aside from that... they show up in my mind to fix it (I told them what the problem was) and the tech merely confirmed what I said myself and then said they would need to order the part. I had upcoming work travel so... of course the part took 72 hours so I scheduled with them immediately for my return between two trips. Then the morning they are due to arrive they just cancel and say they rebooked me for another week!! No backup plan. No nothing. So I call and spoke to an exceedingly unhelpful supervisor who said the tech was ill (this happens) but the had no backup got a week?!!! They sure are happy to sell appliances but not to stand behind them. I explained I had to travel again but I could do the Thursday or Friday of the week I'm traveling and they told me they could only do Wednesday. No effort to meet actual customer service. This is a joke of a company. Go to M and M appliances in DC. Or Sterling appliances. Or Costco even!! But don't go to these people. I've seen better support from a cotton ball knee brace than what this company offers. They clearly don't plan for contingencies or prioritize their service to customers via internal resource management. Zero stars if I could read more

TLDR: do you and your family a favor and just go to Costco buy your appliances there have them installed and get a warranty that will actually work from costco. I have been without a fridge for five months since June 2025 bray and scarff will sell you a warranty, but to a third-party and that third-party is called centricity and they are completely inept. I've had six service calls to service my fridge (compressor died 1yr 1 month)and it still doesn't work. Bray and scarff doesn't care and they deflect any responsibility and blame it on centricity and centricity will contract out third-party vendors who won't be able to work on your fridge anyway at least the Bosch 800. All in all shame on bray and scarff for not taking ownership of this process because they mistakenly chosed the cheapest partnership with a warranty company who do does not respect the consumer or their time. Shame on you Bray and scarff for working with a warranty company such centricity. Is there no pride or integrity in "local" businesses anymore. I'll answer, nope guess not. -------------------------------------------- update as of 14 October; no one from customer service Bray and scarrf has reached out or called or even emailed me back after asking me to reach out. read more

Sales team was non responsive and incompetent once the payment was made. The sales agent, Rodney Pierce, did not respond to my email inquiries and just checked out after I made the payment. On delivery day, they forgot to tell me the special refrigerator handles were not available, which was a special order. They left us with a refrigerator without a handle for over a month. My wife and my mother in law climbed a ladder to open the refrigerator from the top everytime for a month. They did not provide any concession or discount for the terrible inconvenience they caused. The only reason I went with them is because they are the only ge partners that sell the special refrigerator I need. Because of this terrible service I will be looking to get rid of GE all together so I can avoid this terrible experience. read more

Bought a GE profile stove. The display model on the floor had five grates on top, including a longer, rectangle grate down the center. When the stove was delivered that grate was missing. We called the store and was told that if we wanted that grate there would be an extra $90 charge. That was never disclosed when we bought the stove. Very deceitful. In addition, we had to pay $200 in advance for alleged rebates we would receive after applying for them. Almost impossible to figure out how to apply for the $149 "Bodewell" rebate and when we went back to the store for help it was offered grudgingly. We finally received that rebate but have yet to get the $49 "delivery" rebate. read more

Fairfax Bray and Scaff gets a thank you for this. After I told my son about my experiences with Springfield Bray and Scarff he decided to give Fairfax Bray and Scarff a try because they needed to replace a double oven. After calling and discussing with them on the phone he found a great price for the oven that he and his wife wanted which was being advertised lower at a competitors store- Bray and Scarff matched it! Then installed the oven. They're very happy with the experience. I'm still waiting for my experience to begin with Bray and Scaff and will report once it begins- I was told it takes a while for cabinets to be built. read more

Bray & Scarff - New oven installation - Appliances Near Me - Fairfax, Virginia

This time I bought a high-end, five-burner gas range from Bray & Scarff. Delivery and installation was flawless, quick, and absolutely hassle-free. So, to give credit where due, the experience was perfect, including the techs making sure the range was perfectly level. So, in light of my past negative experiences with their service contract, I'll reserve judgment on that side of the business. But this experience was perfect. read more

I have contacted Bray & Scarff about buying a product, and they never call back. After no one responded from the Springfield store, I called two other stores. No one has called back for days. read more

Have been a customer for many years, but, after making a purchase last month, I will no longer be a customer. The customer service was awful. Had issues after the delivery..refrigerator doors weren't evenly placed by delivery men. The refrigerator legs weren't even so it rocked when opening nor was I told that the wheels didn't lock. After emailing my concerns to the salesman, I received a response that he would call the next day...that was almost a month ago and no response. I had sent several emails after the original only to be ghosted by Mike. Terrible experience read more

Several years ago, we purchased kitchen appliances for our remodel. The ordering process was smooth. My first issue which I should have brought up when it happened however, I didn't because I felt bad. When they went to remove our existing fridge they scratched up our aluminum edge casing around our front door. I brought it up to the guys that were there who did the damage and I was basically guilted into not complaining. I was told that if I complain, they wouldn't get paid for this job and they don't make that much money. I obviously felt bad. I let it go and figured eventually I will just replace the casing. Years later, I have not replaced the casing and I have to stare at the damage every single time I enter my house, which makes me a little irked every time I see it. Well, five years later our dishwasher is broken. I called to make an appointment with their warranty department and was given a two week wait appointment. that appointment was supposed to be today. I took off work for this appointment. The repair guy never showed up. When I called the company, I was given some poorly crafted excuse that they got a new system in their store and somehow only my appointment did not carryover with the new system. So now we wait again. Honestly, between the damaged door casing and now this I would absolutely not recommend purchasing anything from them. They have zero customer service skills and customers are not a priority for them. Also if you do still purchase from them don't let them guilt you into not complaining if they damage your property. read more

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*** Update to my complaint I send an email detailing the timeline of my issues with the service department to the address indicated in the auto response to my complaint. I got a call from a customer representative, Russ. He was able to expedite the part we needed and get the repair done within a week. As of now, my refrigerator is now working. It is a shame that I needed to get upset and start leaving bad reviews to get the attention of this company. read more

My husband and I went into Bray & Scarff looking for a new double oven as ours had died. We met Mike Gustafson. He showed us around and discussed the different models. He gave us several print outs with features of the different brands and wrote prices on them for us. He also stated that delivery and installation would be free as a July 4th special and that the prices were good thru July 9. We called on the 9th to order and were told that the price had gone up as GE just raised their prices. First of all, other dealers told us GE does their price increases at the beginning of the year and there was no current price increase. Secondly, how do you back pedal on a quoted price???? We called and called to ask more questions but Mike was always "busy" We finally gave up and went to another dealer who came VERY close to the same numbers and no rebate games that included a $149 fee for what I do not know and then we would get a Bray & Scarff Visa card as the rebate. Too many games. I will never purchase anything from them and will encourage all my friends to shop elsewhere. I do not play the bait & switch game. Totally sleezy. We finally got a call at 4:30, just before Mike's day was to end and he was astounded that we went elsewhere. Please do not give them your business. Snake oil dealer..... read more

Our cooktop failed and I needed a new one on short notice. Rodney answered my call and took all of my information, including the cut out size of the current gas cook top and found several options for us. He was so incredibly helpful and took the extra time we needed to ensure we found the proper replacement. His customer service went above and beyond what we see at most stores these days. We will definitely be reaching out to Rodney for all of our future needs. We just hope it's less of an emergency next time! Thank you Rodney! read more

We purchased all our appliances for our kitchen remodel from their Springfield VA store. We knew there can be delays and backorders, so we committed to buy everything five months before starting our project. The salesperson (Ashley) told us all she needed was two weeks notice and everything would be delivered no problem. She was very responsive and friendly while she was trying to earn our business. But, once it was time to follow through on what she promised, everything changed. Over a week into our kitchen remodel we had heard nothing from Ashley. We had to reach out to her to find out items were not ready. Every time we asked Ashley for updates and explanations she was slow to respond and barely provided any information. It was always someone else's fault. As of March 1st we still had not received our dishwasher or oven. When I asked to speak to her manager (Marlon) he basically hid behind the same excuses that we got from Ashley. They never took responsibility for the delays or even acknowledged our frustration by not being able to follow through on what was promised. It felt like we had absolutely no value to them at all despite spending a lot of money with them on high end appliances. Every interaction was a fight and we finally reached the point of cancelling part of our order and going to a competitor who was able to supply the oven within a matter of days. Bottom line, if you want to lied to, disrespected, and treated like crap than this is the store for you. Otherwise, I highly recommend taking your business elsewhere. read more

We needed a dishwasher quickly. I perused the website before calling and shared the features I wanted with sales representative Rodney Pierce. Rodney was very helpful. He suggested various models with the features we wanted. It was a sales weekend so there was free installation along with the sale pricing. My research and purchase were completed in under 24 hours, and delivery scheduled for within 72 hours. Please ensure Rodney knows we appreciate his efforts to deliver quality, 5-Star customer service throughout the sales experience. Thank you! read more

So... Bray & Scarff, you respond asking for a best time to call (which I did by email immediately) and waited all day for a response. NOTHING... looks to me like a damage control bot. Empty words I reiterate my review folks... STEER CLEAR OF THIS COMPANY! I called Jenn-air directly, and they are sending another service rep. read more

Absolutely terrible! If I could give no stars I would. Save your money and go anywhere else but here. They do not care at all about their customers. From sales to delivery (which never happened) all terrible and zero attempt to apologize. read more

I needed to purchase a washer/dryer set and saw a lot of recommendations for Bray and Scarff so I made an appointment. There was someone waiting promptly at my time and was very knowledgeable about the machines. I had a good idea in mind of what I wanted but the salesman was able to give information on machines I had not considered beforehand. I made a selection and went up to do the paperwork. The final cost was shocking to say the least, especially because there was a sale on at the time. Long story short, I got the exact same set at Costco, with a longer warranty and delivery for $1200 less than Bray and Scarff. I still don't understand why the cost difference was so great. read more

While we had a great experience in purchasing our suite of appliances, we have had a terrible experience with an appliances that was delivered broken. Rather than doing to the right thing and replacing our appliance, we are now in our second round of maintenance (many weeks after delivery) where the technician once again has to order parts per the manufacturer. I am in sales and I understand policies and warranties, however, when a customer spends a large amount on high end appliances the company should make it right and replace it to uphold their reputation. I would have recommended Bray and Scarff to anyone until this incident, and now I will not moving forward which is very disappointing. read more

We bought an over 11 grand refrigerator from them and invested in their repair program... our front water and ice dispenser worked for FIVE minutes after the installers left..We were told it would take 3-4 weeks to get the replacement parts. We had to constantly call for updates after a month had past. FINALLY, they come with the part and it doesn't solve the issue. The Technician is confused because our ice maker works and if the part they ordered wasn't the issue, the ice maker wouldn't work... They absolutely knew that our ive maker worked when we reported the issue and when the same technician came out to investigate the issue. It's now been over 4 months and we still don't have a working front water/ice dispenser. We trusted you and it has become very clear that you don't give a crap about your clients. As I'm 30 minutes past sitting on hold for your repair department, it's been made very clear that your company sells sub par appliances and doesn't care about their customers! I will make sure to share my experience across as many media platforms that I can in hopes that nobody else makes the mistake we made. read more

I had kitchen wall cabinets installed. Around April it is now September and the kitchen is not completed. The kitchen designer Jan Spence made a mistake we wanted corner cabinets she said sure . But guess what you can't put a vent in. Here is Where it gets interesting we have had conversations with Jan , Sandy, Tom , Diana. Jan has been to my home so much We are going to give her a room. The last attempt to very nice installers who could not install the vent, yes. To make matters even more embarrassing for BS they spoke to Jan on speaker phone and my wife was there and oops with a friend. The conversation was Jan Spence " I don't know what you are talking about" .Just a suggestion if Jan does not know what they are talking about you might check that out. In the end I have to deal with the absolute worst experience in home services I have ever had. read more

Our eight-year old dishwasher was giving us trouble. We've used Bray & Scarff for years so we gave them a call. They sent Byron out to take care of us. What a fantastic guy! Competent, quick, prompt and extremely friendly. He quickly diagnosed our problem and got parts on order. We really hope it's Byron who comes back to complete the repair when the part comes in. Whoever hired Byron made a great move for Bray & Scarff. He's an excellent technician with a solid work ethic and amazing customer interaction skills. read more

If I could select "0" stars I would. We purchased appliances with a warranty in 2018 and unfortunately have had too many to count service calls on faulty KitchenAid appliances. Service Department is unreliable and does not follow thru unless you get lucky. Call center is extremely rude, service techs close tickets without a resolution - while you wait & don't even tell you that the part is no longer available. We even had major damage on our hardwood flooring that took months to get taken care of thru insurance from a refrigerator repair where they didn't put any protective covering down when moving the appliances. They also NO SHOW on appointments all the time for service when you have taken the day off work. Management is impossible to get a hold of and I was told, "Do not have voice mail". The list of complaints is too long to even start. I would recommend Ferguson, Lowes, Home Depot or Costco any day over the experience I have received from Bray & Scarff. Sales reps are great at selling and will rave about the option to purchase a warranty but dealing with the service department is one of the worst in the business! read more

Never use this company for a kitchen or bathroom remodel. We received multiple estimates to remodel our kitchen and Bray and Scarff was by far the most expensive. However, their work included a 'lifetime warranty', so I selected this company to do our remodel. Specifically, the warranty stated 'Bray and Scarff warrants the workmanship associated with kitchen remodeling as long as the original owner occupies the home.' Recently, a large piece of the granite counter top fell off and broke. Luckily, no one was injured. This particular piece of granite appeared to be glued on with no support underneath. Bray and Scarff has refused to fix this item or even provide a reasonable explanation how it would not be covered under warantee. Now, they will not even return our phone calls. Somehow, Bray and Scarff does not consider a large piece of granite falling off and breaking to be covered under their 'lifetime warranty'. Very unethical company. read more

Bray & Scarff - Lifetime warranty? - Appliances Near Me - Fairfax, Virginia

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I purchased my kitchen appliances in May 2023, spending about $20,000.00 and were installed in September 2023. One of the most important appliance, kitchen Down Draft on the the stove did not work from the very beginning and I have placed multiple calls and asked the salesperson either to replace the faulty appliance or get it fixed. I don't get a call back and the warranty company is not responding either. its very bad customer service. Bray & Scraff should hire or train their team better. read more

0 stars if I could. Run the other direction to literally any other appliance store. Service department borders on gross negligence. Bought a KitchenAid dishwasher and paid for warranty. They've been out to "fix" it 5+ times in 4 years. This last time, a technician came out, diagnosed a faulty soap dispenser and leaky hose. We waited four weeks for a part and another technician came out and said "What's the issue?" when she walked in. She had the wrong sized hose (they installed it btw so how could they not know the hose length?)Technician left after doing no work and they never called back 3 days later. Only after I emailed them did they call me back. They'll reply to this message and say email us your contact information. You'll call, wait on hold for 20 minutes only to talk to someone who can't help you and could care less how long it takes to get your appliance fixed. read more

they've lost their way! used to be good. the freezer we ordered was never delivered. we canceled the order but they seem unable to refund our money, around $1000. and you cant reach them! the office doesn't return our calls. and the salesman hasn't helped either. Trying to respond to Aaron Z's comment but not sure how to do that. Sounds good--I have tried that way of approaching them and it didn't work. I'll try again! And BTW I'm not in SanFrancisco! read more

Bray and Scarf delivered my pedestals for the washer and dryer today. Emeka and Jose were the team that installed them. They were experienced, clean, friendly and made sure the pedestals were level and positioned the way I wanted them against the wall. Rodney was the salesman at the Fairfax location. He was very knowledgeable and corrected an error with the original delivery. read more

Never recommend. I'm not a good story teller but this is what I experienced with Bray and Scarff. 1/22 Order and Paid full for the Jenn Air elec Cooktop 2/5 Deliveried but broken one. I reported immediately and confirmed. 2/8 B&S has no extra in stock. Full refund agreed. B&S supposed to pick up Cooktop but not showed up 3 times. I dropped off to the Fairfax Store where I purchased. 3/11 Finally received full refund but... 27 Phone calls, 13 emails I had to do to get my money back. Never trust this store. Takes 40 days to receiving my refund even they delivered damaged product and I delivery back to them. Will you still go to B&S? Good Luck! read more

For WEEKS we have been awaiting parts for a 2-year-old GE Cafe Dishwasher. We get no response from calls - and my next step is to go to the BBB, the FTS and to Chanel 4 to complain about the worst customer service ever. The sad part is that we bought the warranty - and I have recommended many friends buy their appliances from B & S. NEVER AGAIN!! "Candace in Resolutions" called - and when I call back as she requested, she will not take my calls nor return them. read more

We had a wonderful experience with Sales Manager Michael "Captain" America at the Fairfax location. He took careful note of our special needs re appliances (I am a wheelchair user) and offered many workable solutions (you would be amazed how things like refrigerator depth or washing machine laundry detergent dispenser height or stove knob placement or how a dishwasher door works impacts wheelchair users everyday). He was very knowledgeable on all of the offerings at the store and a pleasure to do business with. I recommend him and his store without reservation. read more

I just left this store. First, I did not know I had to have an appointment in advance like a doctor's office. Second, the ginger bearded and haired guy reluctantly agreed to help me. He was incredible rude and made me feel extremely unwelcome and bad. As if he just didn't wish to help me...very demeaning and just incredibly unprofessional. I explained my situation for a cooktop etc. he basically started quoting me thousand of dollars for installation without even knowing ANYTHING about my setup (basically telling me to get out, indirectly), did not explain specs of the cooktop he proposed. First time here and will NEVER return here. I was ready to buy and even add other major appliances. Bray & Scarf just lost thousands of dollars in my business. I hope that mgmt takes note...I may also report this business to BBB. read more

Bray and Scarff customer service is terrible. It took us five months to get a replacement ice machine, which was installed incorrectly and did not produce any ice. When we called the Fairfax Bray and Scarff, the manager promised to resolve the problem, but NEVER called us back. We gave up and called U-Line who sent a service person who was able to repair the machine. Bray and Scarff installed the replacement ice machine incorrectly! And that is after they claimed that they could not fix our former two year old ice machine. They wasted my time by sending service people out 5 times, and never fixing anything. Bray and Scarff charges $500 for a five year service plan, then instead of repairing the appliances, they try to up-sell you on a new appliance. Don't fall for their schemes. read more

Price here are overpriced and most importantly I was unimpressed with their customer service. My wife and I were looking for a 48 inch Wolf range. All the sale reps here seems like they just don't care. I made a 30 mins call appointment on their website and no one called me. I had to call them to remind them. Completely unprofessional. We went in the store and one of the sale reps treated us as if we were children. He probably think we couldn't afford it. Anyway, I decided to go with Appliance Connection in Woodbridge. They were phenomenal (Meme was my sale person). We just ordered Wolf Range 48 model DF486G for $14K (tax,installation, and delivery) and they even throw in a Wolf brand hood, blower, and backsplash. I am so glad I found Appliance Connection. My next purchase will be a SubZero fridge. read more

Worst delivery EVER on my new refrigerator. Was not told that they would not install plastic ice maker line til they arrived. Two of the guys said nothing, but the lead guy was RUDE and disrespectful from the start. I finally told him to GET OUT... will not order anything from them again. They need to screen their delivery teams! He had the nerve to tell me that I wasted his time making him come out to my home for Nothing.... ridiculous Adding: Monday, May 7- This has been well handled by my salesman and by the delivery manager. I'm still not sure that I will have things delivered without a call to the delivery manager to see who the drivers are, and what kinds of things I need to know before delivery. I think some stricter policies need to be put in place. Thanks to M.L. and James for your help. read more

Eddie called in advance, actually arrived early, was pleasant, cleaned up after himself and fixed our dishwasher, all during a pandemic while working long hours! Great experience! read more

Hi! This is about a less than ideal start that turned out fine! We bought a dishwasher from Donald Smith on Columbus Day in the afternoon. Everything was done quickly and efficiently, and we would have it delivered and installed later in the week. While the person delivering and installing seemed genuinely careful, at some point he damaged the door; additionally, the kick panel at the bottom came out on one side. (I actually had pictures of the door, showing it had been damaged after it had been put under the counter and before it had been fully hooked up.) I called B&S that evening, sent email and photos to Donald Smith, and talked with him the next day. Between Donald, the B&S headquarters in MD, and my wife and I, we decided the best route was to replace the door and kick panel. The replacement was done a few days ago. The repair took a half hour, and now the dishwasher is fine. We are happy! This got a 4 star rating that would have been 5 had the installation been perfect the first time. No matter, things happen, and they really did make things right. Thank you Bray & Scarff and thank you Donald Smith! read more

Buyer beware. Terrible customer service both in store and corporate. Especially rude staff in their "corporate office". I purchased a new dishwasher back in November of 2021 which was expected to be delayed due to manufacturer backorder. Fast forward to now, I was informed that my dishwasher was in stock and would be delivered on March 15th. When they arrived on the 15th to install my dishwasher, I was informed that they would not be able to install it due to needing a new valve that would be compatible with the appliance. Okay, fine, not a huge deal. I was advised to keep the dishwasher in my home as sending it back would mean that I would not be guaranteed to receive it back and would potentially have to wait additional time. That same day, I received a phone call shortly after the Bray and Scarff delivery team had left my home, notifying me that they had left me with the wrong dishwasher and were still in possession of my dishwasher which they realized when attempting to deliver it to another customer. The team came back and exchanged the item which had sat in my dining room in the box for a week. I had the valve installed and had to wait an additional 8 days for my dishwasher to be installed. Fast forward to now, my item was installed on March 24th and I was notified by the installation tech that someone would be in contact with me to come back out and fix the trim that was popping out from around the display. He informed me that he would note this on my ticket. He stated that it "popped off" after removing the packaging tape from the dishwasher. After further inspection of my own, this trim piece is completed broken off from the display (you can see the piece of the display that is completely broken off, please see attached photos). Which makes me believe that this is a defective item or damaged somehow. I heard nothing from anyone regarding sending someone out to look at this. I emailed my only contact, which was the salesperson at the store in Fairfax. He informed me that he would forward the information to corporate, and I would receive a call from an installation / service manager by the end of business on Friday (they never called). I attempted to get someone on the phone over the weekend and was unable to do so. Today I expected to receive a call first thing but of course it was me that had to reach out again. I spoke to an individual by the name of Ed who informed me that there had been a display panel and trim package ordered to replace the damage on my item. He informed me that this would arrive at my house within 10-14 business days. And there would be a GE technician that would come out to install it within a timeframe of 21 business days... I told him that this was an unacceptable solution and I expected to have a new dishwasher installed in my home given that the one that I received was received and installed damaged. That I did not pay $1600 to have a damaged dishwasher repaired with replacement parts. This individual was rude, condescending and spoke over me while on the phone. Implying that I was overreacting about "cosmetic damage" that could be replaced. According to him, I must go through their process which seems like will be 2-4 weeks or an undetermined amount of time. This makes no sense given their installation tech acknowledged the damage to the appliance on the day of installation, continued to install the dishwasher and did not mention it to me until he was leaving. The store in Fairfax also has been of no help. Taking credit for the sale and commission from the sale then washing their hands of it. I have disputed the charge with my credit card until this is resolved to my satisfaction. A complete nightmare. Take your business elsewhere. read more

Bray & Scarff - Appliances Near Me - Fairfax, Virginia

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We had a TERRIFIC experience with Behailu ('B') Gashaw as our appliance repair guy today for our refrigerator. He was absolutely wonderful! He called to let us know the time he would be arriving and when he got here he was prepared, courteous, fixed the problem quickly, and was on his way. It was the end of his busy workday and even with a long drive home ahead of him, he was super nice and helpful about some questions that we had. Thank you "B" for being so professional! read more

My husband and I were looking for a new refrigerator after ours was determined to be unrepairable. After going to several other places that sold appliances, we wanted to speak with someone who really knew about appliances. We made an appointment at the Fairfax store where Richard helped us. He could not have been nicer and explained the different models and features and listened to our concerns and frustrations about getting a reliable refrigerator. We ended up ordering one the same day. Our delivery was set up for the following week which was much faster then we thought it would be. Upon delivery, the two men which brought our refrigerator, Jeff and Ben, were very professional, courteous, and efficient plus they actually arrived well within the delivery window that they gave us. We definitely will do business with them again. read more

We had a terrible experience here several years ago with a washer (which we have replaced) and a dishwasher that never worked right. I'm in the process of replacing my dishwasher and just learned that the way it was installed was a fire hazard and that the installer should have told me we needed an electrician out first. read more