New Leaf Service Contracts Reviews (%countItem)
New Leaf Service Contracts Rating
Address: 909 Lake Carolyn Pkwy STE 900, Irving, Texas, United States, 75039-3919
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Responsive. Local services appeared competent. Problem resolved after a time. Would use again but hope not to.
Thank you for taking the time to leave us a review. We appreciate your feedback.
Thank you,
New Leaf Service Contracts
My issues related to an ice maker that quit working in August 2019, the during the second year of my 3 year warranty. It is now June 2020 and my warranty is about to expire and my ice maker is still non functioning. Unfortunately New Leaf requires the repair person to deem the appliance unrepairable before the next phase of service is available. I live in a rural area and the one repair person in my area is not reliable and did not solve the issue no matter what parts were sent. Would I have received a working ice maker or a replacement appliance? Or money back for the upgrade I paid for an ice maker? Who knows. Almost a year of monthly follow ups with New Leaf to explain the lack of service and I have nothing to prove for it. I am very upset with the appliance brand, and the waste of money I spent on a warranty. A warranty I bought for peace of mind, felt like a black hole with no real support.
thank you for taking the time to share your experience. We take customer feedback very seriously and are sorry to hear that there has been delay in completing your repairs. A senior team member will be reviewing your claim and will be contacting you shortly to provide you with an update.
Thank you,
New Leaf Service Contracts
I found that New Lead is incredibly difficult to work with. There is very little follow through. In the end I had to find my own repair person and make the connection with New Leaf. It has been two months and my appliance is not fixed. Terrible customer service and would not recommend.
Mr. we are sorry to hear that you have had a negative service experience. From reviewing your service order, I can see that our service network department is working diligently to assign a service provider to your claim to complete this repair since Appliance R Russ was unable to continue with your microwave repair. To expedite your service, our team did present to you the option to continue through our customer reimbursement program however our records indicate that you declined this offer. We apologize for the delay that you have experienced and will be contacting you to provide an update on the status of your claim once a new service provider has been assigned.
Kind regards,
New Leaf Service Contracts
Courteous, professional response from the New Leaf staff. When you lose your refrigeration, the response from service / repair persons are never fast enough. Not a knock against New Leaf... They tried their best, but I live in an area with few services choices, that will work with a service contract company. Thank you New Leaf for your effort.
Thank you for taking the time to share your experience. We appreciate the feedback and apologize the issue did take a little longer than expected to resolve.
Thank you,
New Leaf Service Contracts
No problems. Service on my refrigerator was prompt efficient and successful.
We appreciate you taking the time to share your review, ***.
Thank you,
New Leaf Service Contracts
Excellent service from New Leaf. Polite, prompt, professional. Couldn't be happier with their service in repairing my refrigerator.
Thank you for taking a moment to share your review, ***. We understand the inconvenience caused by a major appliance failing and we're glad to hear that your refrigerator was repaired promptly!
Thank you,
New Leaf Service Contracts
New Leaf was to repair my Edgestar wine cooler and failed to do so after months of communication. I request they replace my wine cooler.
I had our kitchen completely remodeld in the summer of 2016 and at that time I had a cabinet built in to hold a wine cooler that I found on line. I purchased the Edgestar Wine Cooler CWR 461DZ1 on August 15, 2016 and at the same time I purchased a New Leaf Warranty good for 3 years.On 7/16/19 I called New Leaf to report that the cooler was no longer working it and was told that they could not find the contract even though I could see it online at their website. It took numerous calls to New Leaf to get a service ticket to get the repair approved, this occurred on 7/31. It took longer to find a repair service. On 8/14, almost one month later, a service man from Lake View Appliance was sent to my home. I thought it was strange that the repair man was coming from Barrington which is a far western suburb of Chicago about 60 miles away. I wondered why they couldn't find someone closer. When he arrived and performed his tests, he noted that all of the coolant was gone and replacing the evaporator was labor intensive and the cost of repair would be more than the replacement cost. However, when he called New Leaf to tell them about the problem he was advised to order all of the parts needed for the repair. The parts were delivered to my home. On 9/13 Lake View Appliance returned and when the service man saw the parts he said the evaporator coil was missing. When he called d Edgestar regarding the missing part he was told they do not manufacture this part, since this cooler is a closed system. A call to New Leaf informed him that he could purchase the copper capillary tubing at a plumbing supply store and attached it which would necessitate the use of a torch in my new kitchen! Lake View Appliance chose not to continue to service my wine cooler since this would alter the unit from its original state. Again, I continued my phone calls to New Leaf. Finally, on 9/24, I received an email from an Abner employed by New Leaf that a repairman from Mainstream Appliance would contact me that day before noon and would probably be able to come out that week to repair it. I would get a call by noon from him to confirm this. I was told if I did not hear from him to go a head and contact him. I tried to contact him and there was no response. Then I searched this company on line and found some complaints about the service, and lack there of, which they provided. On 9/25, I called New Leaf and asked them to find another repairman as it seemed this one was not going to work out. I spoke to Kia who told me that she could not find them on her approved list of providers and would notify Abner of my request. On 9/27, when I had heard back I spoke to Eutinio who promised to contact his supervisor and find a repair man. On 10/7, I spoke to Kia who then informed me that I had three options: 1) to find my own repairman and get reimbursed by New Leaf; 2) to have New Leaf continue to try and find a repairman, 3) or to receive a refund of my warranty cost. I told her I wanted them to find a repair person. On 10/8, I received my final email for New Leaf telling me that they would return the cost of my warranty and that was my only option The refund was $69.99 and yet I paid $799 for the wine cooler. I told them that this was unacceptable and repeated attempts at communication has not remedied the fact that I have had an unusable wine cooler since July 2019. They have not fulfilled their contract and I want the cost of my wine cooler since the contract states that if it cannot be repaired, it will be replaced.
I want New Leaf to fulfill my warranty by replacing my wine cooler. I want a new Edgestar wine cooler exactly like the one I originally purchased. If that model is no longer available I want one that is the current replacement for my current wine cooler. After all of these months, I have no faith that they can repair my current my wine cooler correctly and safely.
Ms. O'Callaghan contacted New Leaf Service Contracts on 7/15/2019 to advise that her EdgeStar wine cooler was not cooling. Due to the product information on her service plan being reported incorrectly, Ms. O'Callaghan was instructed to send in a copy of her proof of purchase so that New Leaf's data entry department could update Ms. O'Callaghan's contract. Upon receiving this information on 7/25/2019, Ms. O'Callaghan's service plan was updated and her service order was created. Ms. O'Callaghan's service request was provided to EdgeStar so that a technical support representative could contact Ms. O'Callaghan to perform troubleshooting. New Leaf received update from EdgeStar on 8/2/2019 advising that troubleshooting was not able to resolve Ms. O'Callaghan's issue so her claim was assigned to Lakeview Service (XXX) XXX-XXXX to repair the product. On 8/14/2019, Mike with Lakeview Service called in to New Leaf to report that the unit was facing a sealed system failure and that a new evaporator would be needed for this repair. Lakeview was able to provide an estimate for the repairs and New Leaf placed an order with EdgeStar for an evaporator and a filter drier to be shipped for this repair. On 9/3/2019, New Leaf was advised by Lakeview Service that they were also needing a capillary tube and heat exchanger. A parts request was sent to EdgeStar to place this part order. On 9/4/2019, EdgeStar advised to New Leaf that they would be able to send out the heater fan however the capillary tube is not a part that they keep in stock. According to the manufacturer, this is something that the service provider or even a local plumber would carry. New Leaf contacted the service provider to confirm that they would be able to obtain the capillary tube as it is not a part that the manufacturer carries. Lakeview Service advised that they were unable to modify repairs with third party parts. Due to the service provider advising that they were unable to obtain this part for the repairs, New Leaf attempted to reassign Ms. O'Callaghan's claim to another service provider for a second opinion. New Leaf was able to reassign the service request to Mainstream Appliance Repair (XXX) XXX-XXXX on 9/25/2019 however this work order was canceled at the request of Ms. O'Callaghan on 10/2/2019. New Leaf's service network department attempted to locate another service provider for this repair however they exhausted all service options in Ms. O'Callaghan's area. New Leaf offered to proceed with the repairs through our customer reimbursement program in which Ms. O'Callaghan may use a service provider of her choosing since she declined to use the service provider New Leaf had available to repair the product. Ms. O'Callaghan declined New Leaf's offer to proceed through customer reimbursement on 10/3/2019. New Leaf attempted to fulfill it's contractual obligation by providing a service provider in Ms. O'Callaghan's area to service her product however Ms. O'Callaghan refused to allow service on the product through this servicer. This would be considered a refusal of service and would result in a contract refund. For this, New Leaf had offered Ms. O'Callaghan a contract refund in the amount of $69.99.
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything I wrote in my original complaint still applies. I purchased a New Leaf Appliance Warranty when I purchased my Edgestar wine cooler on August 15, 2016. This warranty was good for 3 years. My wine cooler stopped cooling and I began the process of contacting New Leaf to get it repaired. I myself first called customer service at Edgestar on July 25th to do troubleshooting. I spoke to John who told me a serviceman would probably need to come out. I told him I had a New Leaf Warranty and he told me that he would let them know that trouble shooting was done and to begin a service ticket. Eventually, I heard from New Leaf and was told that Lakeview Appliance Repair would be contacting me and they made their service call on 8/14. After doing their diagnostics, they determined that there was a coolant leak. They also noted that this wine cooler was a closed system and that it probably would cost more to repair it than to replace. They would get in touch with New Leaf. New Leaf told them to order the parts and repair it. The parts were delivered to my home and Lakeview returned on 9/13 and when they opened the box sent, parts were missing. When the repairman called Edgestar regarding the missing part he was told they do not manufacture the capillary tubing separately. Lakeview Service refused to make the repairs with third party parts.
New Leaf did reassign the service request to Mainstream Appliance Repair on 9/25/2019 according to an e-mail that I received from Abner Anglada Pre-Approval Team Lead. In this e-mail, he stated, "Wed, Sep 25, 2019 at 8:09 AM
Good morning, I have been able to get this dispatched to Mainstream Appliance Repair Service (XXX) XXX-XXXX. They advised that they should be contacting you today about scheduling you for service. At this time they indicated it could be on Thursday or Friday. If they do not call you by lunch you can reach out to them directly or contact me personally. Again my apologies for the delay." When the repair service did not call me by that afternoon, I called them and left a message for them to contact me. This did not happen. The next day, I called New Leaf and asked to speak to Mr. Anglada. I was told he was not available. I spoke to another person who assured me she would let Abner know that the service provider had not contacted me. I also informed her that I had been online to review this repair service and that the reviews were not good and that I would prefer another repair service. She told me that this appliance repair company was not on her list of approved service providers. I found this statement interesting.
I never cancelled this repair service, I expressed my concerns about them. No one called to talk to me about these concerns. New Leaf says that they could not find another repair service, however, I live in Chicago, how could this be a valid response! I think that they could not find a repair service to repair it in the manner that they wanted it done. New Leaf's response does not mention my statement about the online comments I found regarding Mainstream Repair. I believe this to be a legitimate concern.
I actually called Edgestar and asked why they did not manufacture the repair parts needed for my wine cooler. Their response was that this wine cooler had a closed cooling system and that if there was a coolant leak it was generally not repaired. I believe that New Leaf did not want to incur the cost of a new wine cooler.
I chose not to find my own repair service as I had no idea how to proceed and I had no confidence that New Leaf would reimburse me my expenses. By this time I was dubious of this company.
New Leaf has delayed this process since the beginning. Every time that I received a message from them and replied to them, I was told that they would b back to me in 2-3 days. After a week or more of waiting to be contacted, I was back on the phone trying to contact them. Each time, I talked to a new person and had to explain everything to them from the beginning. This was very frustrating.
I want New Leaf to find a reputable repair service in this very large metropolitan city who will come out and repair my wine cooler. If that is not possible, I want them to replace my wine cooler. I do not believe that they have fulfilled their contract.
New Leaf apologizes for the frustration Ms. O'Callaghan experienced however her product did not fit the criteria outlined in her terms and conditions for replacement. New Leaf attempted to fulfill it's contractual obligation by providing a service provider in Ms. O'Callaghan's area to service her product however Ms. O'Callaghan advised to New Leaf on 9/26/2019 as well as on 10/3/2019 that she did not wish to proceed with service through Mainstream Appliance Repair (XXX) XXX-XXXX due to the company's online reviews. New Leaf spoke with Mr. O'Callaghan on 10/3/2019 to advise that their options would be to proceed with service through Mainstream Appliance Repair, locate a service provider of their choosing through our customer reimbursement program or receive a contract refund if they decline any further repairs. Mr. O'Callaghan advised to New Leaf that he would review this information with Mrs. O'Callaghan and call back to determine how they would like to move forward. Mrs. O'Callaghan contacted New Leaf on 10/7/2019 to advise that she did not wish to proceed with the current service provider or proceed with the repairs through customer reimbursement nor did she wish to proceed with obtaining a contract refund. New Leaf contacted Mrs. O'Callaghan on 10/8/2019 to advise that due to her declining to proceed with the repairs through the options available to her, New Leaf would be able to issue a contract refund in the amount of $69.99. Ms. O'Callaghan was last advised on 12/26/2019 that New Leaf's final offer would be to issue a contract refund in the amount that she paid for the service plan due to her declining any further service on the covered product.
(The consumer indicated he/she DID NOT accept the response from the business.)
New Leaf was to provide me with a service to repair my Edgestar cooler. They tell me I refused service and I did not. As stated earlier The second repair man that they obtained did not contact me on the day he was supposed to and as a result I went online to look up his company. I noted he was not a member of the Revdex.com and that he had negative comments about the quality of his service posted. I asked New Leaf to supply me with a reputable service man. They did not because they insist I refused service. I have continuously asked them why they could not find someone qualified in the Metropolitan Chicago area and they never answered my question. One of there on support staff told me that Mainstream Appliance Repair was not on her list of approved repair services. New Leaf should not sell their contracts nationwide if they do not have a list of repair services, especially in large cities! Why can't they answer this question? I think it is important to this complaint. It is my belief that they did not fulfill their contract with me. I have an Edgestar cooler that was under their warranty that is unusable and has been for almost a year. I have asked them to repair it. I do not think the have been working in good faith. Instead, they offer me the ability to find my own repair service! I find that response ridiculous. So, if they what to resolve this situation they need to find me a new repair service. I will not be satisfied until I have a working wine cooler. I asked for a replacement because under the contract I have, it reads that replacement will occur if it cannot be repaired. So, repair it.
Warrenty agreement stated the co. would fix or replace washer. All they did was offer$275.00 payment, not enough to repair washer
New Leaf failed to repair my washer within the five year contract term. All they offered was a small settlement, not enough to repair the washer . The information they provided when I purchased the warrenty stated"Repair or Replacement Promise". They LIED!!!!!!
FIX or REPLACE the washer
The terms and conditions of the service plan Mrs. purchased outline the limit of liability New Leaf has to put towards repairing or replacing the covered product. This amount is based on the unit's original purchase price, which is reported by the selling retailer. After deducting the previous paid claims and amounts owed for the attempted repair, Mr. and Mrs. Jone's were offered a settlement in the amount of the remaining limit of liability left on their service plan, $274.09, which Mrs. accepted on 5/8/2020. New Leaf apologizes that Mrs. is not satisfied with this settlement however the terms and conditions of the service plan do advise that in no event will our total liability for repairs and/or replacement exceed the original purchase price of the covered product. Since the cost of replacement or further repair would exceed the unit's original purchase price, New Leaf issued Mrs. a check in the amount of $274.09. By doing so, New Leaf has fulfilled the service plan purchased for Mrs.' washing machine.
Thank you for addressing my Case. I am taking the monetary settlement from New Leaf. The business, Charlie Wilson's , is going to make good on the warranty that New Leaf promised and failed to deliver. According to Charlie *** New leaf has failed to stand by their claims on several occasions. New Leaf's business practices are shady to say the least. Thank you for the time you spend attempting to hold businesses accountable. Take Care, Peggy
It takes too long for actual service work to be performed after initial contact.
Mr. we are sorry to hear that your repair service did not go as expected. Unfortunately there are aspects of service that are outside of New Leaf's control. How soon repairs are completed is dependent on many factors such as the failure at hand, the service company assigned and their availability, and the availability of the parts needed. From reviewing your service order, we show that your claim was created on 2/14/2020 and dispatched to John's Appliance & Bedding. The service provider completed the repair for your dishwasher on 3/9/2020 after installing a relay and control board. We apologize for any frustrations you experienced during this repair process.
Kind regards,
New Leaf Service Contracts
Terrible company. Scam you out of your money. Do not get. They do not honor their contracts.
we apologize for your frustrations. To qualify for our 50% Back Guarantee, customers must have 0 service calls or paid claims under their service plan and the service plan must be in force for the full five year term. In order to redeem, customers must mail the required documentation to New Leaf within 30 days of the plan expiration. This information can be found on the original 50% Back Guarantee Certificate that you received. We apologize however these instructions must be followed as they are written to redeem.
Kind regards,
New Leaf Service Contracts
Don't waste your money buying one of these policies. They have a lot of kinks to work out of their customer service and their policies. My opinion is this is a total rip-off of the consumer.
we are sorry to hear that we did not meet your expectations. The terms and conditions of the service plan you purchased outline the limit of liability we have to put towards repairing or replacing your product. This amount is based on your original purchase price, which is reported by the selling retailer. After deducting the previous paid claims and amounts owed for the attempted repair, you were offered a settlement in the amount of the remaining limit of liability left on your service plan which you accepted on 4/8/2020. We apologize that you are not satisfied with the settlement presented to you however your terms and conditions do advise that in no event will our total liability for repairs and/or replacement exceed the original purchase price for the covered product.
Thank you,
New Leaf Service Contracts
I am very happy with their service. They are prompt and courteous. I recommend their service.
We are happy to have assisted you, ***! We appreciate you taking the time to share your review.
Kind regards,
New Leaf Service Contracts
5 weeks...I had a broken over for 5 weeks with a full warranty. New Leaf warranty company was the worst customer service experience of my life. Every single time that I called I left a customer complaint that was never filed. After 5 weeks the manager finally responded after the customer service agent got into a verbal argument with me for a week straight. The company TarHeel Appliances that they provided for me sent the same 19 year old technician to my house three times, he misdiagnosed my oven 3 times. After 5 weeks he came, took wire cutters to my controller electronic connection port, broke the port, did not install two new parts that he brought with him, left them on my counter. Then after all of this he reported to New Leaf warranty company that my over in broken because of a roach infestation! After this report with no confirmation at all New Leaf refused to honor my 5 year warranty. They also let me know that all damages done to my oven are not their responsibility, and passed *** off to the maintenance company. If I had a roach infestation wouldn't he have noticed that the first two times he came to my house and installed new parts that still didn't make my oven work. If I had a roach infestation wouldn't I have noticed that as the owner of the house. After 5 weeks, 3 visits, 3 customer complaints, and a warranty that is not null and void because of a false bug infestation I still have a broken oven that has a 5 year warranty that is null and void. And today I received a call from the maintenance company manager who tells me if it was his decision he never would have touched my oven... Thank you if that was the decision I would have bought an over 4 weeks ago thank you for the horrible customer service
New Leaf is sorry to hear of this frustration. Mr. contacted New Leaf Service Contracts on 3/25/2020 to report that his oven was not heating. His service order was created and his claim was dispatched to Frigidaire authorized Tarheel Appliance (980) 225-7802. When Tarheel Appliance went out to install a new touchpad, they reported that they were unable to complete this repair as the unit was infested. The technician installed three parts (bake element, oven sensor and control board) however when the technician went to install the touchpad he noticed the infestation. The technician determined that the control board and touch pad shorted out due to a current or previous infestation. The technician took a photo of the control panel showing the insects and provided this to New Leaf. According to the terms and conditions of the service plan Mr. purchased, failures as a result of infestation are not eligible for coverage. New Leaf advised the customer that we are unable to move forward with the repairs for this reason. New Leaf also let Mr. know that if he would like to proceed through second opinion, he may do so through our customer reimbursement program however Mr. declined this option.
Thank you,
New Leaf Service Contracts
Donavon (I believe that is the correct spelling) was prompt. friendly and efficient! He diagnosed the problem within minutes. He advised us that he has to order a part. Hopefully, we will have to opportunity to have Donavon as our Repair Technician who will install the new part!
I am totally impressed with the service your organization has provided!
Sincerely
we appreciate you for taking the time to share your review. We're glad to hear that the technician was able to quickly diagnose your problem!
Thank you,
New Leaf Service Contracts
Sent a service person Agullia appliance out absolutely not qualified sent him out twice even though I complained. It took 4 months to get my washer taken care of. NOT ACCEPTABLE. They finally had to replace the washer. No one should have to be without their washer because of the incompetence.
Ms., we apologize for the amount of time that it had taken to resolve the issue with your washer. From reviewing your service order, we show that you did have two service calls with Aguirre Appliance Repair in January of 2020 and again in February of 2020. As your issue had not been resolved, your claim was re-assigned to Appliance Service Center on March 4th 2020. Once New Leaf received the repair estimate from Appliance Service Center, the estimate for repairs would exceed the original purchase price for your product so New Leaf offered you a replacement through Howards on March 12th 2020 which you accepted. Again, we do apologize for the frustrations caused by the delay in resolving your issue and we hope that your replacement product is treating you well!
Thank you,
New Leaf Service Contracts
Promptly responded and had a reputable company get in touch with me
We're glad to hear that you were pleased with your repair service. We strive to provide fast and efficient service and we greatly appreciate you taking the time to share your review.
Thank you,
New Leaf Service Contracts
They did not back up the product that they charged me a small fortune for a service contract. They use outside help to make the repairs, but do not cover the parts and only cover electrical parts and repair. The refrigerator had a broken shelf from the beginning and their repairman said it needed to be replaced and ordered the part. New Leaf said they would not cover the plastic drawer and it would cost me $200. When I had paid them close to $250 for the service contract initially. They never said only electrical parts were covered in their contract.
Mr. we are sorry to hear your claim experience was not satisfactory. According to the terms and conditions of the repair plan you purchased "We will repair or replace the Covered Product, at Our discretion, when required due to a mechanical or electrical breakdown". Under your terms and conditions, you will also find a section detailing what is not covered. In this section, you will find that drawers are listed as an exclusion from coverage. If you have any questions regarding your service plan's coverage, please contact us at 877-634-0964.
Kind regards,
New Leaf Service Contracts
No written contract was ever given to me from Appliance Direct when they charged me for the service contract. The shelf is still broken and neither will New Leaf nor Appliance Direct cover it. I will never recommend either company again.