We purchased a KitchenAid dishwasher from Bray & Scarff Appliance and Kitchen Specialists Sterling in September 2014. The brand was recommended by Jim (the salesman) based on his own experience, which was confirmed by Consumer Reports and a few other subsequent repairmen.

Unfortunately (for us) the model had many issues with it, kept leaking and could not be used as a result. A shame, as it cleaned the dishes extremely well.

After reporting the incident to Bray & Scarff Appliance and Kitchen Specialists Sterling we recorded the issue and had repair comes and service the dishwasher. It continued to leak. Several other calls were made and the unit was exchanged for another one, which I thought was extremely good service.

Unfortunately, we continued to have the same issue with the next unit, and on top of that some other challenges like the dishwashing detergent compartment not opening when the top rack is lowered to accommodate larger items (a feature of that dishwasher).

Throughout all of the issues we had, Jim the salesman was not so salesy and he tried to really provide good customer service by facilitating conversations with the repair service center. Hollie, who heads up the customer services and repair was very understanding and sympathetic. On occasion, I spoke with Debora who reports to Hollie, only to find that she was professional but compassionate to our issues.

After a number of months of dealing with these challenges, Bray & Scarff Appliance and Kitchen Specialists Sterling offered to exchange the dishwasher for a different model or a different brand (basically a store credit).

While I am not happy that we had this scenario unfold, not did I like the hassle that came with it, Jim and Hollie were great advocates for us in this process and the company stood behind their promise and delivered on customer service and our dishwasher (we received another brand).

It can be challenging to deal with frustrated customers, but Hollie and Jim (and team) did a good job of it, were very patient, and made us happy that we purchase appliances from them!

I think it is easy to sell appliances, but harder to deliver good customer service and stand behind your word when things don't work out quite right. We appreciate the fact that this experience demonstrated that customer service didn't end at the sale, and we received Bray & Scarff Appliance and Kitchen Specialists Sterling's best that they could offer.