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BBB Accredited Business since
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This company offers major appliances repair and installation services.
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A BBB Accredited Business since
BBB has determined that Executive Appliance Service meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Executive Appliance Service include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Bureau of Electronic & Appliance Repair, Home Furnishings & Thermal Insulation
4244 S Market Ct #D, Sacramento CA 95834
Phone Number: 916-999-2041
Fax Number: 916-921-7279
The number is 42146.
Type of Entity
Business ManagementMr. Kevin Lehmann, President Mrs. Stacie Lehmann, Assistant Manager
Number of Employees
Appliances - Major - Dealers
Alternate Business NamesExecutive Appliance Services Lehmann EAS Inc
12816 Nutwood St
Garden Grove, CA 92840 (714) 530-2511 (800) 474-3353 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
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- Problems with Products or Services
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (800) 474-3353(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I purchased a ****** oven which has not worked since the first day it was installed. ****** requires that they perform the service through authorized service providers. Since the beginning, Executive Appliance has behaved without any sense of urgency in addressing the warrant repair on the oven. They took nearly a week to respond to the initial call for service, then took another week to schedule the service, then sent an employee out to the site without parts, then in spite of their employee calling their parts department to reserve parts they allocated the parts to another customer. I have been told that after nearly a month without a functioning oven, that it is going to be yet another 8-10 days before the parts arrive and then they will call to schedule a repair appointment. I missed THANKSGIVING due to this oven and the extremely slow repair service and now they are encroaching on CHRISTMAS. How long should it reasonably take to make a simple parts swap!!
Desired Settlement: For the company to have a sense of urgency and customer service in dealing with this problem that has lingered way too long. It should not take call after call from me asking for status for them to make simple decisions like requesting that parts be shipped overnight from Viking!
We received a work order from ****** Range LLC on 11/23/15, requesting service on client's double wall oven. We left the client a voice mail on 11/23, asking her to call our office for scheduling.
On 11/24, service was scheduled for 12/2/15 at the client's residence.
On 12/2/15, our technician found client's oven to need new cooling fans. Our technician called into our parts department and ordered the parts. The parts were on back order with ****** with an ETA of about 2 weeks.
The parts were received at our warehouse on 12/14 and the client was called and scheduled for 12/17.
On 12/17, our technician found that the unit also needed control boards. Control boards were ordered and were received within a day and client was rescheduled for service on 12/23.
On 12/22, our technician had 2 cancellations in his route so we moved client's schedule date to 12/22 and completed the service call. The unit now works perfectly.
We do realize that the original problem was misdiagnosed and regrettably left the client with a non-working oven. At all times, we did our part to expedite service. occasionally, parts are on back order with the factory but that is entirely out of our control.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. While the vendor misrepresents their culpability in addressing the problem, I do accept that the problem is now resolved.
The bottom line is that this vendor 1. Lacked any sense of urgency in addressing the issues, did not adequately engage with ****** to resolve the problem expeditiously, and misdiagnosed the problem. They did not reserve the parts on first order, and did not order all pets as required by the first technician.
Having said that, the final technician was respectful and provided impeccable service and his work and diligence in fixing the problem was greatly appreciated.
I consider this now resolved, but I stand behind my original complaint.
|10/8/2013||Problems with Product/Service|