I am a long term customer of Bray and Scarff, having bought many appliances over the past 20 years or so.
This past June, 2014, we bought a new refrigerator - a cabinet depth Kitchen Aid (Whirlpool) which, when all the dust settled on our bill was over $3000. We bought the Bray and Scarff extended warranty since I am now of the opinion that appliances are not made with any hope of longevity anymore. We had bought the extended warrantee with past purchases but fortunately, never had the need to use them. This refrigerator was a different story - we had problems with the interior lights not working within a week after delivery, Bray and Scarff maintenance sent a technician out 3 times but the problem was a factory defect and persisted. I talked to several people in the maintenance department but got nowhere. I called the Arlington sales office to discuss the issue with Jerome Peterson but he was on vacation and I spoke with someone named "Shawn" He listened to my story and then told me it was not a Bray and Scharff problem and I would have to take the matter up with the manufacturer and he would get me a phone number. I could not believe a brand new refrigerator (with a 5 year Bray and Scarff backed extended warrantee) that had problems immediately after delivery had become "my problem to seek resolution with the Whirlpool company. It was clear to me that Shawn did not care and more or less said that was how things worked. I was frustrated, disappointed in a company I had done business with for so long, and vowed to never buy another appliance from Bray and Scharff. My wife suggested that we discuss the issue with our Salesman, Mr. Jerome Peterson when he returned from his vacation. We did that and Mr. Peterson stepped in on our behalf and solved the problem in short order. It was clear that he cared about customer satisfaction and the things that he could do to earn customer loyalty. I may buy from Bray and Scharff again, but only from Mr. Peterson, and will most likely never buy another maintenance warrantee as I learned, almost the hard way, that the warrantee folks (and Shawn) do not step in and correct problems right away, but would rather you handle problems with the manufacturer on your own. In other words, they are not your ombudsman in the event they can not fix the problem locally. If Mr. Peterson had not been so proactive, I would probably still be trying to resolve my issue on my own. In my opinion, Bray and Scharff could use a lot more salesmen like Mr. Peterson. He will be my "go to" salesperson for any future purchases. It was hard to assign stars to the categories allowed by this review because in the end, Mr. Peterson made good on the ordeal. However, it was my frustration with the other folks I dealt with are reflected in the ratings. At the end of the day, thanks to a salesman that cared, my ieeue was resolved completely.