Bray & Scarff Inc

Good morning,
Keith Robinson from the Kitchen Division contacted Mrs. [redacted] about the issue with the hood. He has requested a picture of the blemish to forward to the cabinet maker. Once the picture is received Christopher H[redacted], a factory trained rep from [redacted], will contact Mrs....

[redacted] to arrange a time visit the home to correct the issue. Also 2 fillers have been ordered and will go directly to the customer's home.  If there are any additional questions or concerns Keith can be contacted directly at ###-###-####.Best Regards,
Wayne P.

Good afternoon,Customer's range is being exchanged on 4/14, a refund of $200.00 has been issued for the damage to the microwave and new filters have been ordered for the hood. The customer seems satisfied with this agreement. If there are any additional issues or concerns, James S[redacted] should...

be contacted directly @ ###-###-####. This is also the response for complaint ID [redacted].
Best Regards,
Wayne P.

Good afternoon,
Keith R[redacted] has been in contact with [redacted]. They reviewed the items on order for her project and Keith is striving to have the items delivered to her on 8/14, provided everything is received from the vendor. Keith has agreed to accept as a return and to...

refund [redacted] for any items purchased from Bray & Scarff in its original unopened packaging.  He has also agreed to reimburse her a reasonable labor rate billed to her by the installer she has hired to install the items being delivered. [redacted] seems satisfied with this solution. If there are any additional questions or concerns [redacted] should feel free to contact Keith at ###-###-#### X[redacted].
Best Regards,
Wayne P.

Good afternoon,
The service call was completed and the unit was repaired on June 28th.  Our Service Manager Glenn S[redacted] spoke with the customer yesterday (June 29) to confirm the repair was completed to her satisfaction. The customer was given direct contact numbers if the need...

arises in the future.  We consider the complaint to be resolved.Regards,
Wayne P[redacted]

Good Afternoon,
The icemaker was replaced on 24 Feb 2015. Hollie spoke with Mrs. [redacted] on 25 Feb 2015, the unit was functioning properly and the customer seemed satisfied. If Mrs. [redacted] has any additional concerns or questions she should feel free to contact Hollie directly at...

###-###-####.
Best Regards
Wayne P.

Good morning,
The customer has been contacted by [redacted]. It seems the Home Warranty Company has obtained the part and will be able to perform the repair. It there are any additional questions or concerns the customer should feel free to contact John directly at...

###-###-####.
Best Regards,
Wayne P.

Good afternoon,
The dispenser tray has been ordered. The unit is expected to be received by Bray and Scarff parts department no later then the end of next week. (WKE 8/15/2015) Once it is received by our parts department we will ship it directly to the customer at no charge. If...

[redacted] has any additional questions or concerns he should feel free to contact John D[redacted] @ ###-###-####. 
Best regards,
Wayne P.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Mr. WayneP, 
Bray & Scarff had one year to fix it and failed to fix the issue. If it s a known issue, why was it not fixed since it was commissioned? Every time I complained about the refrigerator noise, your engineers told it is normal and it will shut down when it reaches the set temperature. I believed them until my friend told me that there is something wrong with appliance and it doesn't shut down. Also, I never said that I will not allow ** engineers, you could have brought them before when I complained about the issue, but what is the guarantee that is it will not come back again. 
I had it for a year as Bray & Scarff didn't want to resolve this issue. I want a replacement for free or my money back.
Regards,
[redacted]

Good afternoon,
[redacted] requested another service company to come out , as she did not feel
our technician was qualified* NSI assigned the call to [redacted] on 2-20-14.  They diagnosed the problem as a main control board.  [redacted]...

installed
the part on 3-10-14 and was able to repair the unit.
We consider this complaint as resolved.
Thank you,
[redacted]

Good Afternoon,Keith R[redacted] contacted [redacted] on 12 June 2015. [redacted] has accepted a credit of $200.00 for the issues listed in the complaint. She stated she was happy with the credit and seemed satisfied. If there are any additional questions or concerns **. and [redacted]...

should feel free to contact Keith directly @ ###-###-####.
Best Regards
Wayne P.

Good afternoon,
The unit was repaired this week by our service tech Larry and the customer seemed satisfied. If [redacted] has any additional questions or concerns he should feel free to contact Holly S[redacted] directly @ [redacted].
Best Regards,
Wayne P,.

We are now going on 4 months of trying to get an ice machine repaired. It takes 3-4 weeks to get a technician out. The first visit back in September he said he had fixed it and was wrong. After another long wait the technician comes back and says we need a new part. But of course the part is on back order. We wait another month and they call to schedule an appt which they then cancel. Another two week wait. He finally comes back and installs the part and says it is fixed. Still doesn't work.

[redacted] was contacted by Sam Z[redacted] from our [redacted] location. He offered to reduce the restocking fee to 10% and the sale of a new unit at a discounted price. [redacted] accepted this offer so we are in the process of setting up the removal of the current unit and the delivery of a new one....

[redacted] seemed satisfied with the outcome and if he has any additional questions or concerns he should feel free to contact Sam directly @ ###-###-####.
Best Regards,
Wayne P.

Good afternoon,The unit has been exchanged and [redacted] has been contacted by Hollie S[redacted]. She did agree to pay the $52.00 he was charged to clean the rug, but he declined because the unit was exchanged. If [redacted] has any additional questions or concerns he should feel free to...

contact Holley @ ###-###-####.
Best Regards,
Wayne P.

Good afternoon,John D[redacted] has been in contact with the customer. He has agreed to refund the [redacted] $1,059.80 for the cost of their service contracts while keeping them enforced. The [redacted] seem satisfied with this agreement. If there are any additional questions or concerns they should...

feel free to contact John directly @ ###-###-####. 
Best Regards
Wayne P.

Good afternoon,
A refund of $89.95 has been approved and will be processed no later then 31 Dec 2014. Brenda from the repair department spoke to [redacted] on 19 Dec 2014. If there are any additional questions or concerns [redacted] should contact Brenda at [redacted] or...

[redacted].
Fyi
Wayne P.

Good afternoon,
Ms. [redacted] was contacted by her sales person Curtis on April 3, 2015. Curtis offer to cover 50% of the estimated $450 cost to address Ms. [redacted]'s concerns. Ms. [redacted] declined his offer explaining she would have her handyman address these issues.  If Ms....

[redacted] has any additional questions or concerns she should feel free to contact Curtis directly at the Columbia Retail location or call him at ###-###-####.
Best Regards,
Wayne P.

Good morning,
This unit was exchanged on 12/30/2015. Customer seems satisfied. If there are any additional questions or concerns they should feel free to contact John D[redacted] directly at ###-###-####.
Best Regards,
Wayne P.

Good afternoon,
Ms. [redacted] was contacted by Hollie S[redacted] on 8/19 and informed that her unit has been approved for an exchange. Ms. [redacted] needs to contact the selling location to pick out a replacement unit. If she has and questions or concerns she should feel free to contact Hollie...

direct at ###-###-####. Best Regards,
Wayne P.

Good afternoon,
The unit was exchanged on 21 Jan 2015. Everything seemed to go well and the customer seems happy. If Mr. [redacted] has any additional questions or concerns he should feel free to contact John D[redacted] directly @ ###-###-####.
Fyi
Wayne...

P.