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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No one has responded to my 3 emails sent to New Leaf October 2018. I need to transfer an extended service contract to a replacement dishwasher I just got to replace the one I bought in January but that was damaged, and was still under the manufacturer's warranty. I was told by AJ *** (retailer I bought the d/w and New Leaf warranty plan from) to give New Leaf two activation codes, which are I have. They said New Leaf would be able to process this transfer. I've called their customer service line but have been on hold endlessly.
Mr., we apologize that you have not received correspondence regarding your request. A representative will be reaching out to you again regarding what we need in order to proceed.
New Leaf has reached out to me, and I am grateful for that. If there is a way to take off my complaint/comment about New Leaf, I would appreciate that. I will see if I can do that myself, as well. Thank you Revdex.com and New Leaf.
New Leaf is in the process of resolving the issue and I think they really will. Jean was very helpful. Thank you, New Leaf.
We appreciate your business. Thank you for allowing us to address your concerns. We value your feedback.
The company is refusing to provide information related to a payout on an extended warranty and is arguing over the terms of the warranty.
I purchased an extended warranty from Barto Appliances in early 2015 when I purchased 3 appliances from them. The dishwasher purchased has had multiple failures which have had to be repaired, and now since the latest repairs are apparently going to cost $15 more than I paid for the appliance originally, New Leaf is refusing to provide the repairs and instead will pay us out for the remaining balance on this appliance's purchase price. I have requested several times from them a breakdown of the costs they have spent on the repairs for this appliance, but they have refused to send this information to me. I have also pointed out that in their terms and conditions, it appears that they should not be including diagnostic fees in the total amount they count as being spent on my appliance, but they do not agree. I have been corresponding with [email protected] and my claim number with them is SOXXXXXXXX. The original purchase was made 3/28/2015 and is sales order number XXXXX from Barto Appliances in New Orleans, LA
I would like to business to send me a full breakdown of the costs associated with the previous repair to my dishwasher so I can review, and to either provide the repairs to my dishwasher or a payout of the remaining balance minus diagnostic fees as their terms and conditions state I am entitled to.
Dear Mr.
On January 6, 2018, Nick Volkmar contacted New Leaf to request service on his Electrolux dishwasher. The dishwasher was giving an error code 51 and wasn't draining. On the same day, New Leaf dispatched the request for service to a manufacturer authorized provided called Solar Refrigeration. January 29th, Solar Refrigeration requested approval for parts. Approval was provided by New Leaf and by February 2nd, repairs had been completed.
October 6, 2018, an online service request was received regarding the dishwasher was not jet spinner was not working. Solar refrigeration was assigned to assist with repairs again. Three days later, Solar Refrigeration contacted New Leaf to advise of the estimate for repairs. The cost for this repair plus the previously paid claims was well over the original purchase price of $849.00.
Due to the limit of liability, all service performed in an effort to repair the dishwasher are deducted from the overall remaining contract balance. New Leaf attempted to locate a comparable model unit but was unable to find a product with similar features and functions that costs under the limit of liability. Therefore, on October 12, New Leaf offered a cashout settlement for the remaining funds on the contract. This offer was for $384.89.
After receipt of ***'s complaint, New Leaf removed the deduction for the diagnostic fees and increased the final settlement offer to $469.89. As of October 25th, New Leaf is awaiting Ms. or Nick Volkmar's decision regarding the acceptance of this offer, so the check can be processed.
Sincerely, Tori D B New Leaf Customer Care
Company refuses to honor 3 year warranty purchased with the purchase of a window unit air conditioner.
In May of 2016, my niece purchased a Comfort Aire window AC for me from Southeast Steel here in Orlando, along with a 3 year New Leaf Warranty.
I called the company about a month ago when my AC shut off and would not come back on. The young lady said that all I needed to file my claim was the warranty number (#XXXXXXXX) and serial number (XXXXXXXX), which I gave her. She said to unplug the unit for a few hours and plug it back in. If it doesn't come back on, to call back and they would arrange for a technician to check it out. The unit came back on so I didn't call back
I called the company last Friday (September 28, 2018) after my AC started leaking. I gave them the serial number and warranty number and explained what the problem was. The CSR was very rude. He said that I had to email the original receipt in order to start a claim. I explained that I was not told that I needed the original receipt when I called last month and that the on hold message stated that only the serial number and warranty number was needed to file a claim. He said that he needed the original receipt so that he could get more specific information about the model. I told him that he should be able to get more specific information about my particular unit from the serial number. He said that they needed the receipt. He then said that I would most likely have to pay to have the technician diagnose and fix the AC. I said that that was the purpose of the warranty. I became upset and had my niece call. She was told the same thing. The CSR told her that since it was the weekend, it would be Monday or Tuesday before arrangements would be made to send a technician to fix the unit. My niece emailed the receipt on Saturday, September 29, 2018.
I called them today (October 4, 2018) because I had not heard back. I was told that my warranty was not a service warranty and that I would have to select a repair company, have them approve them, pay for the service, and IF they approved, they would reimburse me. That was not what my niece was told when she purchased the warranty. She was told that it would cover needed repairs should something happen to the unit. I am an elderly woman on a fixed income. I can't afford to pay to have my AC repaired with the off chance New Leaf would not reimburse me. It gets extremely hot here in Florida, and I need my AC fixed.
I am seeking for New Leaf to honor the warranty under the pretense in which it was purchased; to cover unforeseen issues with my AC. If they can't repair the unit, I would like it replaced.
October 23, 2018 Lee Stallings Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX Re: Case# 91463224 *** Dear Mr. Stallings, On July 23, 2018, *** contacted New Leaf regarding her window air conditioner that was not turning on. After taking some basic information, Ms. was advised to perform some simple troubleshooting before services could be set up. Ms. advised she would perform troubleshooting and contact New Leaf back if further assistance was needed. On August 25, 2018, New Leaf contacted Ms. as a courtesy to insure her unit was running as it should. She indicated she unplugged the unit and plugged it back it and the unit began running as it should again. September 28th, Ms. contacted New Leaf back to advise her window air conditioner was now leaking into her home. She stated she performed the same troubleshooting as done in July, but the issue persists. Additional information was needed before service could be arranged. The manufacture that was provided to New Leaf was incorrect and needed to be updated before a service order could be issued. New Leaf received the documents necessary to correct the contract the next day. On October 1, 2018, service order# XXXXXXXXXX was created. At this time, New Leaf advised that there were limited service providers in their network that could assist timely in her area. It was recommended that Ms. proceed as customer reimbursement. This recommendation requires her to contact a local repair entity in her area that could assist with this brand and contact New Leaf after a diagnosis was performed to determine if we would authorize repairs or proceed with replacement options. After receipt of Ms. Revdex.com complaint, New Leaf took further action. They searched outside their service network to find a service provider nearest her to assist. New Leaf advised Ms. that if the technician that comes out determines no problem found, the issue is related to maintenance requirement, or the issue falls outside of coverage, she would be responsible for the cost of the service call and any repairs. The technician did contact her by phone prior to go out and advised Ms. and New Leaf that her issue sounds like the unit has a clogged drain that's causing it to leak into the home instead of outside. This complaint would not be covered if there is no mechanical or electrical failure affiliated that would require repairs to covered part. New Leaf is awaiting confirmation regarding Ms. having agreed to allow the technician to service this issue. Please note that New Leaf we will only cover
New Leaf Service Contracts, LLC 8700 Freeport Parkway, Suite 210 Irving, Texas XXXXX Office: 972.573.1265 www.trynewleaf.com
the cost of their trip as a courtesy and additional fees would not be covered and would be the responsibility of Ms. to pay if she so chooses. Sincerely, *** D *** New Leaf Customer Care
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially, the technician came out but could not service the unit as it was too heavy for one person to handle. He did speak with a representative from New Leaf and confirmed that the issue was not due to anything I've done.
The technician came back today (10/30/18) with another person and the unit was fixed. I was not responsible for the cost.
They did not send qualified people to fix my machine and it broke due to their negligence. They need to replace it in full!
Hello, I called this company because they had my warrantee. They sent a repair company. The man who came was creepy and tried to charge me hundreds in additional fees which was inappropriate. When I called that company back to request another worker I was cursed out by the owner and got no further service. My machine was not totally broken at this point. I believe a simple repair could have fixed the machine. I called new leaf back and they eventually offered a new service company. The new company came and the repair man did not offer any help. He did not open the machine, he did not investigate at all. He basically told me I was a silly girl and duct taped a towel to the machine. The issue was not resolved and got progressively worse. I tried to get that company to come back but every time I called I got no reply. They had a 7 day call back window. When I did finally get the man to come back the machine was completely broken. This visit was the first time the machine was opened at all and now it was completely broken. When the machine was opened it was very apparent what the issue was. At this point I spent hours working with the repair man. When new leaf finally got back to me that offered me a small amount for the machine to be replaced. This is unacceptable. They did not offer me qualified repair people, they need to replace my machine completely. $400 is not enough.
I want the entire $799 that I spent on the machine.
October 4, 2018
Lee Stallings Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On April 16, 2018, *** contacted New Leaf to advise her Electrolux washer was making a banging noise. Please note, that New Leaf excludes noises as a validate claim but authorized service still to a manufacturer authorized service provider called Dial Appliance Service on the same date of the service request.
On April 25th, Dial indicated parts were needed to complete repairs and requested pre-approval to proceed. Parts within the unit had a two-year manufacturer's warranty. New Leaf had to research if any parts that were needed may still be under manufacturer's warranty. After research was completed, New Leaf approved the estimate for repairs and advise Dial to proceed.
May 7th, Ms. dealer contacted New Leaf to request a new service provider. New Leaf was also advised by the service provider that the washer was stacked and inaccessible to complete repairs. New Leaf does not cover and is not responsible for making or paying the cost of making a product accessible for repairs. After this was found there appeared to be conflict between the service provider and the consumer making Dial unable to complete repairs. Despite the differences between the two, New Leaf is still obligated to pay Dial Appliance for their trip and diagnostic fee.
A second manufacturer authorized service provider, Advance Solutions of NY was dispatched to assist with the washer complaint on May 14, 2018. On or about June 16th, Advance notified New Leaf that they had received parts and completed repairs. On July 23rd, Ms. contacted New Leaf again to advise her washer was still experiencing the same issue. Advance guarantees their work for approximately 3060 days, so service was issued back to them under their recall agreement.
Three days later, Advance contacted New Leaf to request a different service provider to be assigned as Ms. would not make herself available to allow them to come to her home. Advance offers service in her area on specific dates and times during the week. The only other authorized provider New Leaf could assign would be Dial Appliance and Ms. refused to let them service her and therefore accepted to let Advance further assist.
Advance reached out to New Leaf on August 17th with an estimate that would exceed the remaining balance on the contract. Due to the limit of liability clause in her terms, New Leaf sought other service options. An attempt was made to source a comparable replacement within the remaining contract balance but was unsuccessful. New Leaf offered Ms. the remaining contract balance at $322.00.
New Leaf Service Contracts, LLC *** Parkway, Suite ***, Texas XXXXX Office: 972.573.1265 www.trynewleaf.com
Initially, Ms. refused this amount. She argued that Advance should not be paid for some of the work done as she expressed their lack of work performed. New Leaf investigated and was able to increase the cashout offer amount the cost of the trip and diagnostic making the new balance $402.00. As of August 24th, New Leaf is still awaiting Ms. acceptance and verification address to send the check.
Sincerely, *** D *** New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, The reason that the first company sent was not welcome back in my home was because of their shotty business practice. They called me and told me that I would have to pay them an additional amount of money. This is not typical practice. When I contacted them to discuss the owner of that company got violent and very aggressive and screamed at me. I told New leaf what had happened and they sent the second company instead. My machine is not stacked and is completely accessible. Dial appliance was trying to rip me off because I am a single woman and the rep at New leaf agreed however my physical safest is not considered in their contract.
I do not feel that New Leaf sent qualified repair people and this is why my machine is broken.
As far as the second company is concerned, their technician had very limited availability. When I asked for a company that had more availability they told me no. I then made myself available for a man to come to my house and tape a towel to my machine. During these first 2 visits I believe that the machine could have been saved. It was not until the 3rd visit that anyone opened my machine and it was too late. The problem was so apparent. If anyone had opened the machine they would have saw.
We have a service contract for an oven with New Leaf. They have been trying to repair it for months to no avail. They refuse to replace it.
We have a service contract for a Kitchenaid double wall-oven Model *** with New Leaf. The oven was purchased in November of 2015 from All-Make Appliance for $2,675. We initiated a service ticket with New Leaf for an issue with the oven six months ago. They have been trying to repair it to no avail. They've changed service companies three times.
Each service company has made multiple visits to the house and held multiple calls with the manufacturer's tech department. They've each tried replacing numerous parts but the issue persists.
After the most recent visit, we were told that some more parts should be replaced but one of them is on back-order with no estimated time for delivery. We've been very patient but have been without proper use of the oven for over six months and now were told just keep waiting even though there is no estimate on when it may be fixed. There is no end in sight.
At this point, New Leaf should deem the oven unrepairable and issue a replacement.
We are looking for New Leaf to concede that the oven is no longer fixable and issue a replacement.
On May 17, 2018, *** contacted New Leaf regarding his $9,662.00 Kitchenaid double wall oven. He indicated it was giving an error FE90 code and shuts down. Initially service was dispatched to Dial Appliance. On June 4, 2018, Dial contacted New Leaf back and advised that the repairs required two technicians to service the product, but they did not have appropriate staffing to assist. These required services had to be reassigned to a different repair company.
A manufacturer authorized provider, Wind Factory Service, accepted to perform the work necessary. On June 15th, New Leaf received a notification from Wind Factory to advise they had replaced parts and restored the unit to manufacturer's specifications. Mr. began contacting New Leaf again on June 18th to request a servicer come replace the fans in the oven. He advised that Dial Appliance has mentioned a need for these parts.
Wind Factory disagreed that the fans were needed and refused to further assist. Service was had to be reassigned again to a different factory authorized provider called Dan Marc Appliance on June 22nd. On July 19, 2018, New Leaf was notified by Dan Marc that they been out to replace additional parts (no fans) to restore the unit.
July 27, 2018, Mr. contacted New Leaf to advise his oven was still shutting down. Dan Marc was assigned to the service request under their work guarantee. They reached out to the manufacturer to consult on finding a permanent fix. August 8th, Dan Marc heard back from Kitchenaid and indicated parts more parts were needed. Mr. began requesting a replacement at this point due to his opinion that the servicers were guessing at possible fixes. Indicated to him that he has a repair plan and all repair efforts must be exhausted before replacement options can be sought.
On September 6th, Mr. contacted New Leaf upset that his repairs had still not been completed. After speaking with Dan Marc, one of the parts needed was on a nationwide back order with no ETA. Per the terms, New Leaf is not responsible for parts delays. There are measures being taken to see what other course of action can be taken. However, New Leaf is following its normal process to repair the product and unfortunately cannot control downtime or guarantee a time frame for service completion.
Mr. will be contacted within the next few business days with what options maybe available after consulting with Kitchenaid and his dealer about this delay.
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has been outstanding for over 7 months. New Leaf has tried three different service companies. Each company spoke with the manufacturer multiple times and tried to fix the unit. Dan Marc is the latest service company. They've already spoke with the manufacturer two times and changed numerous parts. Their most recent call to the manufacturer calls for more part changes that are on back order with no expected delivery date. It is unacceptable for New Leaf to hide he held unaccountable for delays regardless of the time especially in light of the history here where it's been proven that the unit is unfixable. New Leaf must stop wasting our time and replace the unit.
Sent in camera 7/16 and ETR keeps changing 07/30 then 08/10 then 8/30 now 9/21. was offered refund of 529 which was rescinded after complaint to CEO
Full detail at newleafscs.***/
Get part from different source and return my camera THIS WEEK!! -OR- Upgrade my camera to Coolpix P1000 and have that shipped to me -OR- Refund of Camera $569.99 Compensation for having to build a website to get their attention $750 Inconvenience fee $1
On July 14, 2018, Mr. contacted New Leaf to advise he had accidentally knocked over his tripod causing his Nikon camera to fall. This fall broke the plastic mount on the bottom of the camera that connects with the tripod. The electronic view finder turns itself off as well. On the same day, New Leaf dispatched service to UEG, United Electronics Group.
Mr. sent his camera into UEG on or about July 18, 2018. 5 days later, UEG assessed and determined the rear cover assembly (part# XXXXXXXXXX) was needed to repair the camera. Nikon advised UEG the part was on back order. The part was expected to ship by July 30th. On August 1st, the part had not arrived to UEG's facilities and a notification was sent to Mr., with an update stating the part had been delayed until August 10th. Nikon stated the part is on a ship coming from China.
On August 10, 2018, the part had not arrived. New Leaf apologized for this delay. However, per Mr. terms and conditions, New Leaf is not held responsible for parts delays. The new ETA for the part was now August 31st. Mr. expressed severe frustrations with New Leaf for this delay. He proceeded by posting negative remarks on Google Reviews. Due to this, New Leaf indicated if the part did not come in by August 31st, replacement options would be sought. In the interim, New Leaf attempted to outsource the part from any applicable vendor. Unfortunately, Nikon parts are only made and provided by Nikon. Mr. was asked by management to allow until the end of the month for the part or the next course of action.
By September 1, 2018, Mr., had bombarded New Leaf with numerous emails, phone calls, and reviews on social media sites such as Google and Yelp. New Leaf immediately researched that the part had still not arrived and had been delayed again until September 21st. New Leaf advised Mr., that we would seek replacement options. After advising him that his retailer, Adorama, needed to be consulted to determine what the replacement model and/or cashout settlement value would be, Mr., grew even more frustrated.
To resolve Mr. complaint quickly, New Leaf bypassed the research with *** and suggested we issue him a cashout for his original purchase price. Before the offer could be made, Mr. had created a website of his own to degrade New Leaf. He also contacted our CEO on his personal LinkedIn regarding his frustrations. Due to this, New Leaf advised Mr. to remove the site before the cashout could be issued.
New Leaf Service Contracts, *** Suite *** Irving, Texas XXXXX Office: ***
Mr. refused to comply with New Leaf requests. He then filed a Revdex.com complaint and a complaint with New Leaf's insurance carrier. In addition, he continued to degrade New Leaf on his site regarding his dissatisfaction with service. Due to his refusal, he requested to wait for the part to arrive (on or about September 21, 2018). Even after acknowledging his decision, Mr., continued to make public remarks about New Leaf. He refused to communicate by phone and only by email, so he could use our verbiage to post on his site.
New Leaf later found Mr. had also resorted to these same tactics with Adorama. September 12, 2018, New Leaf had made one last effort to satisfy Mr.. New Leaf requested Adorama to locate the same camera, so it could be provided to Mr.. Adorama was able to assist and New Leaf sent the camera and included a letter requesting his cooperation in removing all sites and to seize all action in public to draw negative attention against New Leaf.
Mr. has not complied with New Leaf requests to remove the site therefore legal action has been sought. However, New Leaf has still attempted to assist in his initial complaint. The camera is expected to be delivered by September 19th and once received, his contract *** be fulfilled, and New Leaf will not be providing further assistance.
Sincerely, *** D *** New Leaf Customer Care
I have a wine fridge that was covered by New Leaf, the original ticket was opened over 4 months ago (yes FOUR !!) It was determined the wine fridge cannot be fixed (took over 2 months to figure that out), then took 1 month to find the correct model as a replacement. Instead of sending over a new wine cooler, New Leaf sent a Toilet (yes.. Toilet). Its been weeks of me calling New Leaf to get an update on when a wine cooler will be shipped but no one can give me an update. The only response is, please call back in 48hrs..
New Leaf apologizes for the disconnect. We are working to rectify your situation as quickly as possible. We understand your frustration and will make sure you have a resolution soon. Your claim has been brought to upper management and appropriate actions will take place to correct any errors. We apologize for the inconvenience. You should already be in contact with a representative in management to facilitate closing your claim.
Must agree with all the other reviews found on Yelp, Google, & Revdex.com. Absolute worst. Their communication is terrible to non-existent. I purchased two warranty contracts, held them for 1.5 years and then sold my house. It has taken nearly 3 months + a fee (sent via snail mail) to transfer the warranties to the new owner. The information they gave on the phone is completely different from that of their website in reference to my account. They insisted I had 12 appliances and multiple contracts, when in fact I had only ever purchased a washer/dryer, fridge, microwave & dishwasher under their plans or an equivalent of 2 contracts. Most of the time I spoke with Mayra, who according to her is "the only one" there. When I stated I wasn't sure if she was the rep I had spoken to, she said "I am the only one here." This became obviously untrue the next time I called and spoke to Maria. She insisted that the only one who could help me was Mayra.
After an extended exercise in futility, I am still unsure if the warranty has been transferred. Fortunately, I never needed to use the warranties, but just this experience alone ensured I will never use their company again.
Mr.
We apologize for any confusion or frustration we have caused you. Please understand we have a process in place in order to properly assist in a resolution. The details provided to New Leaf from point of sale indicated you received coverage for the major components of your appliances in addition to the base plan coverage. This is why it was advised to you that you have more than two contracts. Please refer back to Reno's Appliance for questions pertaining to the coverage you purchased. Currently, your plans have been transferred on 2 of your 6 contracts. Below will reference how your plans are listed in our system. Due to payment only having been received for $50 (the cost of two contract transfers) you have 4 plans still in your name. We apologize this was not relayed to you sooner. If you wish to transfer the additional 4 to the new owner of the appliances, please contact us at XXX-XXX-XXXX.
1. SP-XXXXXXXXXXXXXXX NLXXXXXXX Kitchenaid Dishwasher Major Component - ***
2. SP-XXXXXXXXXXXXXXX NLXXXXXXX Kitchenaid refrigerator Major Component - ***
3. SP-XXXXXXXXXXXXXXX NLXXXXXXX Kithchenaid microwave Major Component - ***
4. SP-XXXXXXXXXXXXXXX NLXXXXXXX Kitchenaid dishwasher, refrigerator, microwave package - ***
5. SP-XXXXXXXXXXXXXXX NLXXXXXXX GE washer/dryer combo Major Component - ***
6. SP-XXXXXXXXXXXXXXX NLXXXXXXX GE washer/dryer combo -
I purchased a 5 year warranty that begins after manufacturers warranty expires. They are only giving me 4 years
Electrolux refrigerator model
E23bc68jps. Purchased 6/28/13
One more year of warranty
New Leaf received notification from Plessers on or about November 6th, 2013 advising *** had purchased coverage for her refrigerator, oven, and microwave. The coverage for the oven and the microwave are 10 year major component plans that cover parts only. The refrigerator however has the same 10year parts only major component coverage but as also has a 5year date of purchase plan too. There are specifics to a 5year date of purchase plan (also knows as a DOP plan). This plan covers parts and labor for a failure regarding a mechanical or electrical malfunction. This plan also offers special benefits such as food loss and power surge protection for her major appliance. Although most major appliances come with a standard oneyear manufacturer's warranty, the first year of the extended service contract with New Leaf does still run concurrent to the warranty with Electrolux. This is because Electrolux does not offer food loss or power surge of any kind. New Leaf offers this as a benefit and therefore the plan coverage must start from day one/date of purchase. If Ms. was to need service in the first year, she would still proceed with contacting the manufacturer for assistance. She would also contact New Leaf if the failure is a no cool or power surge issue and New Leaf can assist with food loss reimbursement or repair costs for power surge issues with no homeowners' insurance. New Leaf apologizes if she was not properly advised of what type of course she purchased. She did however receive 5 years of coverage however, it is 5 years that starts from the date of purchase, regardless of the manufacturer's warranty being active. This information should have been advised to her at the time of sale from Plessers'. A copy of her contract and terms are included for your reference. These terms will highlight the details provided above
New Leaf failed to provide service to me despite the fact that I purchased an extended warranty.
Kareem *** Account Manager at New Leaf. She has been working w/ me. She agreed to reimburse me despite the Terms and Conditions of the extended warranty since New Leaf failed to even diagnose the reason for the failure. After 7 1/2 weeks of continuous follow up on my end, New Leaf has only refunded me part of the expense. Additionally, Kareem told me they would reimburse me up to $250 for food loss. I confirmed this before making the purchase and then submitted my receipts. New Leaf only refunded me $198.13 for food loss. After asking Kareem why, she told me she misinformed me and the maximum allowed reimbursement for food loss was $200. As an account manager, she should know their Terms & Conditions and to misguide me and give me a wrong amount is not okay. They need to payout the remaining $51.87 that she instructed me would be covered. I made it clear that I could not afford to purchase another $250 in groceries and she reassured me they would reimburse me (I have several emails that I can provide). The other outstanding issue is the fact that New Leaf hasn't reimbursed me 100% for the service call and parts. They sent a check for $251.49 for this when my expense was $454.39. I expect the remaining $195.72 refunded to me again due to the fact that they didn't service me. This is not a matter of what their Terms and Conditions say, this is a matter of them not diagnosing it so they have no Terms or Conditions to stand on since they didn't diagnose the failure. So in conclusion, I want the remaining balance of $247.59 paid out to me. I have wasted so much time dealing with this and that only covers my actual loss of the service call and parts and only 1/2 of my actual food loss. It doesn't cover any of my time that I've had to put into this in order to get New Leaf to take responsibility for not servicing me.
I first contacted New Leaf on 6/14/18 to service my failed fridge since I had purchased an extended warranty in which they are the service provider. New Leaf initiated claim *** - ***. They informed me that a service provider would be contacting me the same day to schedule service. They also sent a food loss report. No service provider called me on 6/14/18. I contacted New Leaf the morning of 6/15/18 and they said the ticket was just being sent and I would hear from a service provider within a couple hours. A few hours later, New Leaf contacted me and told me they deemed the fridge would not be covered under the warranty as it was possibly due to a power surge. How can they deny coverage on something a service tech hasn't diagnosed? Speculation isn't following through on the service warranty they were supposed to provide. I lost $500 in food as a result of this. I ended up having to call a service provider to fix my fridge - he confirmed the electric panel failed and ordered the parts to fix the fridge. We had to pay out of pocket to fix the fridge and pay the service provider, but it was fixed by 6/18/18. Again, at this point, New Leaf still hadn't reached back out to us, nor did their service provider call us to schedule service. I also lost $500 in food as a result of this. Appliance Smart stepped in and told me how terrible of service New Leaf had been providing their customers. They continued to tell me they are working on partnering with a different service provider because New Leaf is not servicing their customers. After reading the reviews on Revdex.com it sounds like New Leaf is continuously letting down their customersessentially pocketing money and not servicing. Appliance Smart connected me with Kareem *** Account Manager at New Leaf. Kareem agreed to reimburse me despite the Terms and Conditions of the extended warranty since New Leaf failed to even diagnose the reason for the failure. After 7 1/2 weeks of continuous follow up on my end, New Leaf only refunded me part of the expense. Additionally, Kareem told me they would reimburse me up to $250 for food loss. The first contact at New Leaf told me they reimburse up to $200. I confirmed with Kareem that New Leaf would reimburse me before making the purchase because I couldn't afford to buy $250 in groceries due to the loss, parts and service expense. I purchased the groceries as directed, submitted my receipts but was only refunded by New Leaf for $198.13 for food loss. After asking Kareem why, she told me she misinformed me and the maximum allowed reimbursement for food loss was $200. As an account manager, she should know their Terms & Conditions and to misguide me and give me a wrong amount is not okay. They need to payout the remaining $51.87 that she instructed me would be covered. I have several emails that I can provide showing that Kareem instructed $250 reimbursement. The other outstanding issue is the fact that New Leaf hasn't reimbursed me 100% for the parts nor have they reimbursed me for the service call. They sent a check for $251.49 for this when my expense was $454.39. I expect the remaining $195.72 refunded to me again due to the fact that they didn't service me. This is not a matter of what their Terms and Conditions say, this is a matter of them not diagnosing it so they have no Terms or Conditions to stand on since they didn't diagnose the failure. So in conclusion, I want the remaining balance of $247.59 ($195.72 for parts/service and $51.87 for food loss paid out to me. I have wasted so much time dealing with this and that only covers my actual loss of the service call and parts and only 1/2 of my actual food loss. It doesn't cover any of my time that I've had to put into this in order to get New Leaf to take responsibility for not servicing me. Again, this should not fall under standard Terms & Conditions because New Leaf didn't take the time to warrant the cause of failure.
Dear *** On June 14, 2018, *** contacted New Leaf to advise her she lost power due to someone working in her area but her refrigerator never came back on when the power returned. New Leaf proceeded with creating a service order to research and further assist. June 15th, New Leaf opted to close the service order after further information was provided that Ms. did have home owners insurance. Per her terms: : "(9) POWER SURGE PROTECTION: This Agreement provides power surge protection from the product or plan date of purchase in the absence of any other insurance coverage. If Your Covered Product is damaged as a result of a power surge, we will service Your Covered Product in accordance with the terms herein.." Based on the findings that Ms. had a power surge issue and also home owners insurance, New Leaf advised they could not cover repairs. Ms. had already facilitated services of her own in the process of research being done. Ms. escalated this matter to her dealer, Appliance Smart, who we reiterated coverage details too. To avoid additional conflict for both parties, New Leaf offered to reimburse for some of the fees she endured even though they should not be covered. The process for food loss was not followed as paperwork was late and missing details, New Leaf still issued a check $198.13 on 7/24/18. In addition to a reimburse for partial repair costs at $258.67. Which included coverage for parts that should still be covered under the manufacturer's warranty.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response by New Leaf for the following reasons:
1. What I told New Leaf about the power outage was an assumption of why the fridge was not cooling properly. I am not a service technician and do not know anything about the electronic/mechanical functioning of a fridge. New Leaf informed me they would send a service tech to DIAGNOSE the root issue and if it was related to the power surge I would be responsible for the call. I AGREED TO THIS. However, New Leaf didn't send anyone. I was out of a fridge so since New Leaf didn't take responsibility like they should have, I had to call someone to diagnose/repair it. The warranty is supposed to service me. It's supposed to diagnose the issue and repair if necessary. I purchased an extended warranty to rely on New Leaf to service me and they chose not to based on my assumption. This is not an effective way to service customer or do business
2. In response to this sentence above: "New Leaf offered to reimburse for some of the fees she endured even though they should not be covered." New Leaf has no way to deem if the fees I endured should or shouldn't be covered since they did not diagnose the issue. If I told you the electrical panel was fried and therefore not working, would you base your service decisions off that? Doubtful. You would send a certified service technician to diagnose and evaluate my fridge and then determine a course of action to resolve the issue and repair according to the warranty terms and conditions. So there is no way that New Leaf can tell me right now that the fees endured should not be covered because New Leaf didn't diagnose the problem. This is the point I'm trying to makeNEW LEAF DID NOT TAKE ACTION ON MY CALL FOR WARRANTY SERVICE. New Leaf neglected to service me based on my assumptions (and again I'm going to remind you that I am not a certified technician so my assumption has no merit).
3. In response to this sentence above: "The process for food loss was not followed as paperwork was late and missing details, New Leaf still issued a check $198.13 on 7/24/18." My first direct contact with Kareem *** was 7/5/18. This is 14 business days after I initially called New Leaf. In this email I asked Kareem if it was approved to purchase the food that was lost. On 7/10/18 I sent Kareem another email as she did not respond to me. She responded same business day telling me they pay up to $250.00. She told me they needed an invoice showing the food purchased. I responded telling Kareem that no one at New Leaf told me it was approved to go repurchase. At this time I could not afford to repurchase $250 worth of food since I just spent nearly $500 on groceries right before my fridge failed. Kareem replied again saying they would reimburse up to $250.00 and that she was going to advise the claims department to approve the invoice despite it being past the 14 day mark. This was kind of Kareem however from when I submitted my food loss (6/16/18) to this day (7/10/18) it was past 14 days but during the time not once did New Leaf agree to reimburse me. So given the circumstances of New Leaf not servicing me and standing behind the warranty, I was not about to repurchase without their consent/approval to reimburse me since they already were not providing me service. So once Kareem approved the reimbursement of food on 7/10/18 I submitted receipts on 7/16/18. That is 6 days which complies with the 14 days if you start the time from Kareem's approval date. Can you tell me what details were missing? Kareem did not inform me of any missing details so I'm surprised to be learning that what I submitted was not complete.
4. The last issue I have which New Leaf did not address in their response is the fact that Kareem *** on multiple occasions told me New Leaf would reimburse food loss up to $250.00. When I got my check for $198.13 I asked where the remaining $51.87 was. Kareem told me she informed me wrong and they only reimburse up to $200.00 As an Account Manager, Kareem should be familiar with the terms and conditions and since she told me incorrectly, New Leaf should be responsible in refunding the additional $51.87. This is poor service and practice. As a consumer I rely on New Leaf to guide me correctly. So not only did New Leaf not service me, they now gave me wrong information which costed me an extra $51.87 in food which I would not have purchased at that time due to my current financials.
Can you see why I'm frustrated? So now, nearly 3 months later I'm still trying to deal with New Leaf. This could have all been avoided had New Leaf followed through on their warranty by providing me service. So in conclusion, I am still expecting the reimbursement of $195.72 for parts/service and $51.87 for food loss since Kareem informed me of the wrong amount (see emails for proof) for a total of $247.59.
New Leaf understands Ms. position however, the terms and our processes must always be followed. In instances were services do not go as expected, New Leaf is always willing to review alternative measures to restore the functionality of the product and confidence with of the customer. Unfortunately, Ms. expectation of service cannot be satisfied. Ms. acted on her own regard by obtaining a service before New Leaf could complete the process to review and locate a provider to send to the home. There was no intention to avoid or delay providing her service had her issue been covered. The correct process would have been for her to wait for New Leaf to locate a provider or receive approval to perform customer reimbursement service. She did neither. Per the terms of the contract, New Leaf has the right to deny any services if they do not fall within the coverage guidelines. New Leaf is the administrator of the service contract and we facilitate service as we see fit. Ms. has expressed that New Leaf did not act to assist her. On the contrary, New Leaf attempted to assist but Ms. took matters in her own hands to facilitate service without consulting us first. There was no opportunity to allow New Leaf to assist. We apologize the process did not work faster but at no point did New Leaf refuse or neglect to assist her. The processes we have in place stress the importance of obtaining approval before having any repairs done. Since Ms. did not follow the process in place, we must deny the service. Although, Ms. claim should not have been covered, New Leaf still took steps to at least meet Ms. halfway despite the incorrect process being taken. Ms. is requesting payment for food loss at $250 because she insists someone at New Leaf advised she would receive this. New Leaf will take ownership if the pay out amount was misinformed. However, her terms do outline the amount she is eligible for; and the terms are what stands. The fourth step in the food loss process, would be to send in receipts showing the replaced perishables from the list she sent on June 16th. These receipts are to be sent within 14 days of repair completion. Moreover, New Leaf still provided a portion of the food loss reimbursement even even though she again did not follow the process. New Leaf will not be able to provide any additional monies. The initial complaint was not covered and New Leaf still took action to address her concerns to some extent despite her issue being outside coverage.
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted New Leaf on 6/14/18, a claim was initiated, and I was told a service provider would be contacting me the same day to schedule service. No service provider called me on 6/14/18, as I was told. I contacted New Leaf the morning of 6/15/18 and they apologized and said the ticket was just being sent and I would hear from a service provider within a couple hours. A few hours later, New Leaf contacted me and told me they deemed the fridge would not be covered under the warranty as it was possibly due to a power surge. Going back to me previous point, how can you deny coverage on something a service tech hasn't diagnosed? On 6/15/18 you denied coverage. How long was I supposed to wait while you apparently were "completing the process to review and locate a provider to send to my home"? Each time you respond to my claim you are changing the ground you are trying to stand on but New Leaf is in the wrong and now what you are saying isn't lining up. How can you say you were in the process of reviewing and locating a provider when you told me on the phone you deemed it wouldn't be covered? New Leaf was not pursuing action, hence the reason I did not hear anything more after our 6/15 phone call until I got Appliance Smart involved. As my previous communications have stated, how can New Leaf deny service on assumptions? I had no choice but to call my own service provider because New Leaf told me it wasn't covered because I mentioned there was a power outage in our area. Plus, I'm not sure about you, but my family cannot go 11+ days without a fridge which is the reason I had to call a service tech to come out sooner. Through an extended warranty, I would expect you to provide service to a fridge faster than that or have communication between the homeowner. No one attempted to reach me from 6/15 to 6/25 which is when I finally decided to contact Appliance Smart. In fact, no one from New Leaf contacted me directly again until 6/29. So for you to say that New Leaf hadn't completed the process to review and locate a provider during this time is bogus. It doesn't take that long. It takes 1 day to locate a service provider, in fact you gave me the name of who would be calling me. The problem you are failing to see is that New Leaf didn't service me. New Leaf didn't diagnose the issue. So New Leaf has no ground to stand on for terms, conditions, warranty guidelines, etc. I had no option but to take matters into my own hands because there was no communication from New Leaf to me. New Leaf only started communications once I brought the dealer, Appliance Smart, into the conversation. And I did consult New Leaf first, however when New Leaf denied my coverage without even coming to see my fridge, that's when I had no choice but to take matters into my own hands. So technically New Leaf denied coverage, rather than refuse or neglect. But again, they denied coverage on an assumption from a statement I made- New Leaf never took the time to see my fridge or attempt to diagnose the issue.
In response to this statement: "Ms. is requesting payment for food loss at $250 because she insists someone at New Leaf advised she would receive this. New Leaf will take ownership if the payout amount was misinformed. However, her terms do outline the amount she is eligible for; and the terms are what stands." Kareem *** is who told me the food loss was up to $250. So yes, I am insisting someone at New Leaf advised me; that someone is Kareem Jeffries and there is an email string to prove this. Kareem actually admitted, said it was her mistake and apologized for misinforming me of the wrong amount on multiple occasions (8/7/18 at 11:05:51 AM, 8/7/18 at 11:37:08 AM and 8/7/18 at 11:59:15 AM). So while the terms do outline the amount, your account manager's actions/words also come into play and in your statement: "New Leaf will take ownership if the payout amount was misinformed.", I believe New Leaf needs to take action and refund me the additional $51.87. And I have admitted I did not turn in receipts within 14 days but that's because New Leaf did not service me and did not have contact with me until 6/29 regarding the issue so there was no way to turn in receipts in accordance with your timeline given the fact New Leaf didn't communicate/service me in a timely manner.
Each response I receive from New Leaf takes a different stance as to why you aren't covering additional expenses that I incurred. This is frustrating and I believe New Leaf is taking difference stances because I am right, they are wrong. New Leaf did not service me. There was no diagnosis. End of story. This is the point I am trying to make. I purchased an extended warranty and received denial of coverage based on an assumption.
I have read endless Revdex.com complaints against New Leaf. New Leaf didn't respond on time for the initial complaint that I filed either. Can you see the trend? New Leaf is not a pleasant company to do business with. There are many unhappy customers because they haven't followed through on their service. I will not accept settlement of this until additional money is refunded to me.
This company is a joke. I purchased a washing machine less than 2 years ago and the warranty to go with it through New Leaf. My washer broke 12 days ago and I called them immediately. They were going to dispatch a technician to my house, which they did. I was told by the tech that he was ordering the part and would be back once it came in. The day before he was to come out to my house to install it they called to cancel my appointment because New Leaf had not approved it yet. So of course I called them and they told me that since it would cost to much to fix they will send it over to the review department to see what step to take next. ALL I WANT IS MY WASHER FIXED!!! I have dirty clothes and towels all over my house and they won't come fix it because it costs too much!!!! I spent the extra money for this warranty!!!! I have called them 3 times a day for some sort of answer and they keep telling me to wait to hear back from the review department which doesn't accept inbound calls. How convenient.!! I really would like an answer and my washer fixed ASAP!!!!
Ms. New Leaf apologies for not meeting your expectations for service. The goal is always to provide swift and professional service. There are certain aspects of service that are out of New Leaf's control. When New Leaf received the details from the service provider regarding what was necessary to repair your product, the next steps must be review and processed before moving forward. At this point you have been provided a settlement and should be in receipt of the cashout option since your washer is too expensive to repair and no longer available for resale at the cost you originally paid. Your feedback will be documented and recorded. New Leaf hopes that you are now satisfied.
Waiting 8 weeks for service and parts for air conditioner in the HEAT of summer!!!
Approximately June 20 2018 my air conditioner purchased on June 3 , 2014 . Model # abmy00017 ( Friedrich) . AC price was $1650.00, extended warranty was $104.86) warranty expires June 2019 .
Called for repair mid June 2018... Serviceman from All brands appliance service inc(XXX-XXX-XXXX) he needed a part that was back ordered til mid July. I have just been notified that the part is still on back order til end of August. The warranty representatives were very unsympathetic to the fact that I am 80 years old and have sickly wife and we have no air conditioning!! I Havnt been offered any substitute for the unit while we're waiting. Here in Jersey it's been over 85 degrees for the last 2 months. I'm very disturbed at their lack of customer service and not having the parts that are needed in stock... Very sticky and overheated
Want cold air that I paid for!!!
On June 19, 2018, *** Fredericks contacted New Leaf to advise his Friedrich air conditioner would not turn on. Service was dispatched to All Brands Appliance. All Brands Appliance advised New Leaf on June 26th, that parts were needed. Mr. updated New Leaf that the provider indicated to him the part needed was no longer available. New Leaf advised they would research. New Leaf located a facility called Comfort Gurus who indicated they had the part in stock. New Leaf placed the ordered and advised Mr. to allow 710 business days to receive. After several weeks past, New Leaf was contacted back by Mr. to advise he still had not received the part needed. New Leaf researched with Comfort Gurus who unfortunately did not have the part in stock at the time of our order but was expecting shipment soon. However, the ETA was not available or could be on a potential rolling back order. Due to this, New Leaf sought other service options. New Leaf attempted to locate a comparable replacement model within the cost that Mr. paid for his original air condition. Unfortunately, a comparable would exceed his purchase price. Based on the terms of the contract, New Leaf offered a cashout settlement for $1590.00. His purchase price $1650.00 minus the diagnosis fee ($60) that must be deducted due to the limit of liability clause. Mr. accepted this settlement and should be in receipt of his check# XXXXX dated 8/21/2018.
(The consumer indicated he/she ACCEPTED the response from the business.)
We filed a claim for a repair on a warranty, the service provider assigned is unprofessional they scheduled repair and then didn't show up
New Leaf assigned a local repair company to scheduled a repair of an appliance under warranty, the local service provider was scheduled to be at home on July 27, they called the day before to confirm, the technician named Jason called me on the morning of July 27 to confirm he would be at my home between 2-4pm, at approx 3:30 he called and said he would not be coming and would just order a new part for my appliance and I asked him why did I have to take off of work if you intended to order the part, he said he was running later at his plantation. Appointment. I was not happy and asked to speak to his supervisor he said he didn't have a supervisor only a dispatcher I asked again and again he hung up on me. I called New Leaf left a message I called the local appliance repair store no answer left a message. On Monday July 30 around 3:30pm I called the local appliance repair company, they had no notes to order a part, the person who answered phone said she called the tech Jason and he said I was upset with him, that's all, no follow up, no part ordered, no supervisor to speak to, and I called new leaf left on hold called AJ *** left on hold. I purchased an extended warranty and everyone I am dealing with is not responding to resolve my issues.
Repair the item, receive communication from someone in supervisory position to fix issue and to make sure this doesn't happen again I have lost faith in the warranty and the technicians offered to come to my home
you can withdraw the complain the problem is resolved
New Leaf will make false claims to avoid servicing your appliances
I purchased a service contract from New Leaf Service Contracts as part of my appliance purchase from AJ M.com. This service contract cost over $600 and was to last 10 years. I requested service of my dishwasher back in Sept. 2017 and New Leaf did not show up for 2 of my appointments. The first appointment they showed up 5 hours late and only my mother in law was able to be here. The servicer took advantage of the situation and said we misused the dishwasher which was a completely false claim. How can you misuse a dishwasher? All you do is open and close the door. The tried to charge us over $500 to fix the dishwasher. After I complained they sent out a different tech, and this guy did not show up for the appointment at all. I took a whole day off of work to be there. As a result I ended up fixing the dishwasher myself. Apparently and without my knowledge they setup another appointment which I was unaware of. On June 17, 2018 I submitted a new claim to fix my oven range, and they have refused to service the equipment as they are requesting $185 for a missed appointment which I was not even aware of. This company is running a scam and will do anything possible to not pay for your service, including making false claims.
I would like New Leaf to honor my service agreement and service my appliances for the 10 years I have purchased my service agreement for, without making false claims or playing games to avoid servicing the equipment.
See attachment.
(The consumer indicated he/she ACCEPTED the response from the business.)
New Leaf released the hold on my account and GE repaired my oven. I hope they continue to honor their agreement. Thanks Revdex.com for helping out here.
company refusing to pay for repair costs under the warranty for a refrigerator and our food is getting spoiled which can lead to illness if consumed.
Bought a new whirlpool refrigerator from this company (CB Joe TV and Appliance in Delaware)on 2/20/2017 in the amount of $1344.96+$39.95 delivery and hook up + $149.95 for 5 yr (until 2022) Warranty through Service Pro New Leaf provider. Then in the beginning of June 2018 we noticed that a piece which frames the left door at the bottom portion where the door goes into the hinge was cracked and each time we closed the door (left) it would creek so we wrote to the Service provider "New Leaf" for the guarantee who emailed us back. They requested an explanation and pictures of the part broken so we send them the requested items and waited to hear back. (all emails back and forth are saved if needed) They finally emailed us after I had to call them multiple times as well as email them following up they re-requested the pictures and a new explanation so I re-sent them the required emails again. We received a email from them telling us the service provider they contacted and the telephone number and stated in the email they would contact us for an appt. We heard nothing until I finally called the them and they said the provider they had contacted was not working under their plan any longer and they would have to get a new provider to come out to assess the problem. Finally 7/6/18 they sent a service man from "Video Tech" who stated in their report:"THE PART THE BROKE IS PART OF THE BOTTOM PLATE OF DOOR. THE WHOLE DOOR NEEDS TO BE REPLACED.LEFT STAINLESS DOOR, PART # LWXXXXXXXX - $486.00 LABOR - $95.00; SNAPPED 2 QUICK PICS THE BREAK IS ON THE EDGE OF THE DOOR" Now the Warranty company "New Leaf" is refusing to pay for the cost to repair this problem. In the meantime my food is getting spoiled due to warm air seeping in from the kitchen and spoiling my fresh produce due to poor closure of the door by not making the right contact to keep the cold air in and the warm out. We did NOT cause this defect, and now the piece that was cracked, has completely torn off and since this happened it has caused the problem with the spoiling of our food. We are 2 elderly people living on our social security and do not have extra money to put out for a new refrigerator at this time or to keep having our food spoiled as we eventually will get sick from this. It was a struggle just to buy the refrigerator and pay for extended warranty, since we have so many medical bills to meet. This is completely unfair to us. We are writing you to see if this matter can be solved with your assistance.
for the Warranty/Guarantee Company that sold us the Warranty to pay for the costs of their share of the required repairs for the refrigerator door as stated above.
On June 13, 2018, Mrs. contacted New Leaf regarding their Whirlpool refrigerator that had a crack in the door and was making an unusual noise. Mrs. insisted, the door would not close properly if the part was not replaced. Per the terms of the contract, decorative or plastic non-moving pieces are not covered. New Leaf requested pictures of the issue.
After several correspondences with the DiDionatos, a detailed description of the failure was provided and adequate pictures were received on June 20th. The following day, the claim was reviewed and service was approved to proceed. Unfortunately, it took multiple attempts to locate a provider in the ***'s area. July 2nd, a provider named At Your Service, accepted to the do the work to repair the unit.
July 5, 2018, At Your Service contacted New Leaf to provide an estimate and obtain approval to proceed with repairs. The complete diagnostic/estimate was received on the following day and information provided indicated the issue was not covered.
After receipt of Mr. Revdex.com complaint on August 6, 2018, New Leaf further investigated the service history and was able to reverse the decision to proceed with service. New Leaf assisted in ordering the necessary parts to repair the refrigerator shipped them to the ***'s home ASAP. Mrs. notified New Leaf on August 11th, that they had received the parts and would be in contact with the service provider to arrange an appointment for a tech to come install parts and complete repairs.
New Leaf corresponded with At Your Service as well to insure they were aware of the need to complete repairs for the DiDionatos. At this point, repairs are expected to be completed this week. New Leaf will be touching base with the DiDionatos to make sure all is well.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have a warranty agreement with them. My range hasn't worked properly in over 3 months. I've had 4 services from 2 different companies.
I purchased and new range with the additional warranty service package under New Leaf SC August of 2016. We didn't begin using it until late September when our kitchen was finally completed. I first contacted them back in early April of this year when the clean mode would not function. To date I've had four separate services from two different companies and those only happened because I called them continually to get an update. The failed to order parts on one occasion and sent the wrong parts on another. Each service requiring me to take time off from work at my expense. I've been told that if it comes down to replacing the stove they will have to deduct the parts and labor associated with NOT FIXING it. The women I'm dealing with, Debra, is very rude and pushy. If it gives you any indication, I run the QC department for a $1.4 billion retailer and I deal with irate consumers every day and she is the worst, and I'm the customer. All I want is my range fixed or replaced and I'm being told that we'll have to try another service provider. I spent the money I did on this stove and the remodeling of our kitchen because I love to bake. Right now I can't because the residual odors and greases from other meals leach into the pastries because I can't clean it.
This has been a B.S. experience. I want my money back and for them to come and take the stove back.
Re: Case# 91455007 ***
Dear Mr. Stallings,
On March 13, 2018, New Leaf was contacted by ***, regarding his Five Star range that was not working appropriately. Mr. indicated the self-clean feature of the oven was not functioning. On this same day, New Leaf issued a service request to Super Service Center.
New Leaf was contacted by Super Service on April 18th to request approval for parts and repairs to be completed. This request was approved the same day and additional parts were requested on May 4th that New Leaf approved as well.
After several days went by, Mr. notified New Leaf that his oven was still not repaired. Mr. expressed his dissatisfaction with the services he had received and posted on Google and provided feedback to his dealer as well. New Leaf took further action by offering to set up service with a different service provider due to the delays and dissatisfaction with Super Service.
Mr. reluctantly agreed and New Leaf assisted in expediting services where ever possible. With the oven being a Five Star brand, the service providers qualified to repair these units are limited. New Leaf dispatched service to a company outside their normal work network in efforts to get a resolution for Mr..
Countywide Appliance agreed to accept the dispatch and identified immediately what was needed to repair Mr.' oven. Parts were requested and overnighted to Mr. directly on July 17th at 10:16am. Mr. scheduled a repair completion date for the following day, July 18, 2018. If Mr. experiences any additional issues he has been provided contact information for all those who are able to assist him in a timelier fashion.
Sincerely,
*** D ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
After the 3rd or 4th service I never agreed to allowing a different contractor come in for an additional servive, I was told that was my only ultimatum at that time. Further if I hadn't continually sent emails and made phone calls the job most likely wouldn't have gotten done. New Leaf only began following up with me after I filed my complaint with the Revdex.com. The quality of their service is worthless.
The service contract on my refrigerator covered purchase price reimbursement if unfixable. they shorted me $487.
On 3-10-14, I bought a Whirlpool refrigerator (model WR5342FIAW) for $1,380. At the same time I purchased a five year service contract ($159) from New Leaf Service Contracts. This past May 23, 2018, my refrigerator stopped working. After about two weeks and two visits from a repair tech, he determined that it was not fixable. I have documentation of this. After numerous calls by me to New Leaf (with some nice and some rude responses from them) they finally sent me a check for $893 on July 3, 2018. So, after forty days in the wilderness of summer with no refrigerator, shorted almost $500, no reimbursement for lost food, ice purchases to keep food in coolers, I am left with only anger at New Leaf. They may claim contractual excuses. But, I believe than any customer of New Leaf should be warned that their service is awful. Forty days without a refrigerator. Imagine that.
$487 plus $200 for lost food, ice purchases and 40 days of inconvenience.
August 6, 2018
***
Revdex.com Serving Dallas and North Texas
1601 Elm Street, Ste 3838
Dallas, TX XXXXX
Re: Case# 91454306 Miguel ***
Dear Mr.
On May 23, 2018, Miguel *** contacted New Leaf to advise his Whirlpool refrigerator was not dispensing ice and was knocking. On the same day, New Leaf dispatched this issue to Dan Marc Appliance to assist with repairs needed.
May 30, 2018, Dan *** reached out to New Leaf to request approval for parts and repairs needed. This approval was provided on the same day. On June 8th, Mr. indicated the tech had been to the home the day prior and indicated the refrigerator was unrepairable due to burnt wiring inside the unit.
The following business day, June 11th, New Leaf started the process to seek replacement options. New Leaf attempted to get assistance from Mr. retailer, Derby Appliance to replace the refrigerator. After 48 hours of no response from Derby, New Leaf researched the features and functions of Mr. refrigerator. New Leaf sourced comparable model# FFSS2315TP (Frigidaire) at $893.10. The cost for this model was verified from several online websites at the time.
When New Leaf sources products, they look for products with similar features. They located a unit of similar size and features. Given that Mr. purchased his unit over 4 years ago, this type of depreciation in retail price is expected for appliances of this nature. Before processing anything additional, New Leaf contacted Mr. to advise that a comparable model had been sourced and would like to make a cashout settlement offer.
MR. had already purchased a new unit by the time we were able to make the offer for the comparable replacement model value of $893.10. We explained to Mr. how the replacement process works and the amount that we would be offering. Mr. accepted and New Leaf processed the cashout on June 20th and mailed on July 3, 2018.
On July 5th, Mr. contacted New Leaf back regarding status of his checks. New Leaf indicated his check for $893.10 was on its way. Mr. expressed dissatisfaction regarding only one check being sent. He had previously sent in a food loss receipt and was looking for a reimbursement. He was advised that food loss reimbursement is only applicable when the failure to the refrigerator is related to a no cool situation. His complaint was regarding ice not dispensing and a knocking noise.
New Leaf apologies for any downtime Mr. experienced. It is always New Leaf's goal to provide swift and professional service. However, there are certain aspects of service that are out of New Leaf control. It is mentioned in the terms and conditions that New Leaf cannot control time frames for service. In addition to details regarding eligibility for food loss reimbursement coverage. Mr. claim was adjudicated appropriately. New Leaf understands Mr. position and will document his frustrations. However, his complaint has been addressed and resolved.
Sincerely,
Tori D ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
So, a customer buys a new appliance. The vendor asks if they would like to purchase a service contract. It's all good. Let's be prudent. I'm a senior citizen. It's the mature thing to do. Let's protect the product. It's insurance, right? Never again! New Leaf was terrible and disappointed repeatedly over weeks of mismanagement and corporate bureaucracy. I went without a refrigerator for about six weeks during the summer. Yup. Think about that. Six weeks of summertime weather without a refrigerator- buying ice, food in coolers. Camping out at home. I called New Leaf more than a dozen times. It seemed that every time I called, I spoke to a different person. They were most often unaware of what the previous person had said. By the way, New Leaf's version of how they handled my case is full of inaccuracies. It's boring to go through them. None of them could give me concrete information as to when I'd have a working refrigerator again until weeks had gone by. I went out and bought a new refrigerator after a month or so of double-talk. The price was within $50 of the refrigerator that New Leaf promotional literature said they would replace (same vendor, same volume, etc.). Remember, six weeks without a refrigerator or information on when I'd get a new refrigerator. What would you do? None of them advised me that I needed to document and provide a receipt for spoiled food. In New Leaf's promotions, no documentation is mentioned. They say they'll reimburse up to $200. Sounds fair, except that all the documentation needs to be in within two weeks. ie., receipts, descriptions of spoiled food, all time consuming and unpaid work. Ooops, too late. Reimbursement after six weeks was for approximately two thirds of the original cost of the original refrigerator (minus the cost of the policy). New Leaf recorded the phone conversations I had with them. If I had the time and money, I'd get an attorney to get them via court order to prove the mishandling, lies and sub-par service provided to me. In court I'd win. Of course, then my satisfaction would include months of expense and stress. No one has time for that. New Leaf, no doubt, counts on customers to just give up, so that the customer can resume their lives. That's what I did. New Leaf flunked the test of competence and seeking a satisfactory service experience for the customer. But, I will never stop repeating my story to friends and community of the terrible mistake it would be to ever purchase a "policy" from New Leaf. Last tidbit, the vendors where I bought both refrigerators are good people. I spoke to them about New Leaf's poor service during the time that I had no working refrigerator. They agreed with me and called New Leaf. The manager that made the call spent about 30 minutes on the phone and got no information on the case that would help resolve it. She was as displeased with New Leaf as I was. She was embarrassed by New Leaf's service and will likely stop selling New Leaf policies. My advice? Steer clear of New Leaf. They could care less about you.
Mr. first contact with New Leaf was made on May 23rd and a cashout was offered on June 14th and mailed on July 3rd. These are typical processing time frames. New Leaf apologies that this does not meet Mr. expectations.
In addition, please understand that Mr. complaint was not related to a no cool claim. The claim provided to us by Mr., was regarding the ice maker not dispensing ice and the unit making a knocking noise. Even after receipt of the estimate and diagnostic from the service provider, Dan *** there was no indication that the refrigerator had lost refrigerant and was no longer cold. As per the terms, food loss is a benefit offered if a refrigerator has stopped cooling. Mr. would not be eligible for food loss since his complaint was not related to a no-cool situation.
New Leaf is obligated to abide by the terms and conditions of the contracts it administers. New Leaf provides training and education to all store reps that sell their contracts. There are brochures available with abbreviated terms to reference. The complete terms will support the determination on how Mr. claim was handled. New Leaf has no literature that indicates a replacement will be from the same vendor, same model, or same cost. Simply that the replacement option will be comparable same features and functions. The monetary amount processed with resourced and reviewed with Mr. before submission.
New Leaf apologies again that Mr. is dissatisfied with New Leaf.
(The consumer indicated he/she ACCEPTED the response from the business.)
we have a warranty o0n ge oven with new leaf oven broke may 28 piece on backorder till july 28 new has refused to help us out
my ge wall oven under warranty fron new leaf stopped working on may 26 it is now july11 and not yet repaired! ge and new leaf keep shifting responsibility on to one another.
ge has the piece still on back order. the latest date has been moved to july 28!!! perhaps the oven should be repolaced by new leaf I dont expect to to have to wait this long as I use my oven daily.I would like to register a compaimt against new leaf
sincerely
we would like to get a new oven immediately
On May 29, 2018, David *** contacted New Leaf to advise their GE range was experiencing an error code and was unable to use their unit. Service was dispatched to GE for repairs. Service was scheduled for June 4, 2018 between 1pm-5pm.
July 5th, New Leaf was notified that three parts were needed and one was listed on back order for 20 days. Parts are: Sensor Board p#WB27X28659 (back ordered); Cooling Fan Lower p# WB26TXXXXX; Cooling Fan p#WB26TXXXXX.
This part was on a factory back order and with the claim being dispatched to GE, the manufacturer, GE was able to get the part the quickest. This part was not being sold by any GE authorized part provider. New Leaf did attempt to locate the part elsewhere, but as the part was on factory back order, the part was being made by GE at that time.
Mrs.' part arrived July 27, 2018 and she has been scheduled for service with GE for August 3, 2018 between 1-5pm. Unfortunately, New Leaf does not manufacturer parts and New Leaf was unable to provide the part sooner than the manufacturer, despite the multiple attempts.
(The consumer indicated he/she DID NOT accept the response from the business.)
the technician came on Aug. 3 worked on the oven, however he was still missing a part which was on back order for another month.
My point is that we have a warranty with this company.I think they should see to it that I have a working appliance within a week of the complaint of the report. Understandably they cannot repair the oven without the parts which GE is not supplying
Thankfully the technician came back on his own on Aug 7 and was able to get the oven to work.I would still like to register a complaint against Ge and new Leaf for leaving us without an oven for seventy days. In addition I would like New leaf to give us some form of compensation for leaving us without an oven for for such a long period of time
when it was covered by a warranty
sincerely
New Leaf has been in receipt of Ms. rebuttal complaint. It is understood that she would like to file a complaint regarding the down time of her oven. Unfortunately, the failure of the oven and the availability of the parts are not something New Leaf can control. There is no indicator in the terms that guarantees services to be rendered in a certain time frame. Specifically, because of circumstances such as these.
The service and parts were all being provided by her manufacturer. New Leaf has no control of GE as we are simply a 3rd party administrator. Although New Leaf apologies for the time it took to restore the oven, they cannot compensate anyone for service delays. We are obligated to provide repairs for a covered failure. Dispute the time to restore, New Leaf has fulfilled its obligation.
(The consumer indicated he/she DID NOT accept the response from the business.)
new Leaf called us with an offer for a new oven I responded that our oven had been fixed. We called back that it was not in perfect working order A piece had to be replaced which is being repaired tomorrow and being home again for a few hour waiting for the technician New leaf rescinded their offer
New leaf has not honored the extended warranty I bought. When the repair person they hired said they are unable to fix it
New leaf warranty
SO XXXXXXX
NLXXXXXXX service call #
The service repair person told me that the fridge is not able to be fixed. This was on May 28th 2018. New leaf has said they need a series 7 number from Samsung to honor the warranty. The catch is Samsung no longer issues series 7 numbers for products that are no longer in manufacturing warranty. I was on a four way call with Samsung, new leaf, and New England appliance repair. Samsung explained this to them and new leaf refused to except this. It's been over a month since it broke this is getting ridiculous.
They need honor the extended warranty, and replace my fridge/ give me the money so I can replace it.
On February 14, 2018 Dennis with J's Broadway Appliance and TV contacted New Leaf regarding ice buildup in ***'s Samsung refrigerator. On the same day, service was dispatched to New England Appliance Repair.
February 16th, the service provider notified New Leaf they needed approval for parts. This approval was provided the same day. Three days later, New England Repair advised repairs had been completed.
Ms. contacted New Leaf on May 16th to advise the issue with ice buildup in her unit was happening again. New England Appliance guarantees their work for 90 days from repair completion. New Leaf therefore issued a recall service order to New England Appliance for assistance again with repairs needed.
New England Appliance called New Leaf on June 5th and advised the Samsung refrigerator was unrepairable. New Leaf advised the service provider that they must provide a manufacturer ticket number from Samsung validating that all repair efforts were exhausted.
June 26, 2018, New Leaf received the necessary ticket number. Ms. claim was submitted to New Leaf's service team to begin the process of other service options. Ms. should expect a call an agent on this team with additional information no later than Monday, July 9th.
(The consumer indicated he/she DID NOT accept the response from the business.)
If they got the series 7 number from Samsung on June 26th why did they not respond until after I filed a complaint. Since I only have five days to respond, I not going to be satisfied until my new fridge is delivered. I was told today that it would have to be ordered and they didn't know a delivery date at this time. I have no faith or trust in new leaf to deliver what they have promised at this point. So I'm asking this be left open until the new fridge has been delivered to my house.
New Leaf apologizes that Ms. does not trust that her matter will be resolved. At this point, New Leaf has facilitated payment to her dealer to assist in the replacement of her unit. New Leaf has no involvement with the delivery or installation.
After receipt of the ticket number, Ms. claim was submitted to New Leaf's service team to begin the process of other service options. Processing can take 3-5 business days. There was unfortunately also a slight delay due to the holiday and its volume. Ms. should be receiving assistance from her dealer to be made whole.
I purchased 5 year warranties on 5 appliances and have been trying for 10 days to get New Leaf to even acknowledge I exist. Every time I call, I have to start over-name, reason, etc., because they say they can't assign a claim number until they "find the file." I've been hung up on at least 4 times after 20 minutes holds. Some fool even called me at 4 am yesterday morning, and when asked if they knew it was 4 am, she said "well, we have to call during business hours." She never called back. This is the worst customer service I've ever experienced, and I would suggest no one every get involved with this abysmally run company.