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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Broken couch that new leaf will not repair then why did I pay them a warranty fee
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I will never buy a warranty with new leaf ever again!!!!!! I will give as many bad complaints about this company as I can and tell everyone I know how bad this company is!!!!!!! Worst customer service ever and can never get ahold of them. So GOOD LUCK!!!! They will give you the run around for 3 weeks!!!! Their repair guy can only come out to my area every two weeks only on Wednesdays!!! Why buy a warranty when they can't fix the product. You are buying a warranty and they will never fix your product. They will just take your money like they did to me. They would rather me lie to them and say its wear and tear. Then they say we only cover accidental. Well it is accidentally wear and tear but you want a specific instance makes no sense!!! Never never never buy a warranty through NEW LEAF
Fix my couch please!! This is terrible You cannot even sit on it!!
spoke with New Leaf Service Contracts on 11/14/2019 to report accidental damage inflicted upon her love seat. Ms. reported that she had sat down on the love seat and that the frame and springs had busted. A worked order was dispatched to US Quality Furniture Services Inc. (XXX) XXX-XXXX on 11/15/2019.
On 11/22/2019 the service provider called New Leaf to advise that Ms. had reported a conflicting reason for failure during the service appointment. The service provider was advised by Ms. that a guest "flopped down on the seat causing it to break". This information was reviewed by upper management to confirm whether this would still be eligible for coverage. After being reviewed by upper management, it was determined that this would not fit the criteria to be eligible for accidental damage coverage per the terms and conditions of their service plan. "this Agreement does not cover (A) defects, stains, or damages caused as a result of, abuse, misuse, physical force." New Leaf spoke with Ms. on 11/22 to advise that the failure would not be eligible for coverage and that her contract will be suspended until New Leaf is reimbursed $45.00 for the non-covered repair.
My fridge broke and the technician said it was irreparable but company keeps sending down more people to fix it.
This is too painful to write about. My mental health and physical health are getting affected by this. My fridge is broken for weeks, needs replacing and the warranty company keeps sending down people to fix it instead of replacing it.
I have a warranty with this company and the technician said it needed to be replaced but company refuses to replace and appliances to consumers.The company sent someone down 3 times and it's still not working. Please help me, this is affecting my mental health
There are checks and balances in place that must be met prior to deeming a unit as unable to be repaired. I could not locate a claim under this name however found a claim for same last name on 46th St. Per the notes today we have confirmed the unit is unable to be repaired and we have started the process on on alternatives outside of repairs. We will be in touch with the customer once we have additional information.
Thank you,
New Leaf Service Contracts
Difficulty in getting repair approved for LG oven.
I've made three calls already today to try and get approval for my LG oven to be repaired. SInce they have no 3rd party repair in the area, they approved Brad's Appliance Service to come to diagnose, then I had to call back to get further approval to have service completed, but they keep requiring different information each time I call back; and the forms they sent with their procedures on, are not reflecting the information they say they need accurately. My poor service man has been on the phone with me four times today, just so I can give them the information they keep asking for, even though it is not required on the procedure form. Very frustrated. Don't order from COLDERS appliance and furniture, because they use NEW LEAF as their warranty provider.
All I want is for my oven to be repaired, and to do so, I need approval from New Leaf. Additionally, I wish to be reimburse for the total cost, which they said they will cover. I'm still waiting for the job to be approved so that the repair person can come back to finish his work.
The customer's service was initiated on 10/29/2019. New Leaf contacted the customer to gather the claim details but we had to leave a voicemail to give us a call back.
New Leaf spoke with the customer the following day 10/30/2019 and filed a claim for service on their oven.
The problem reported was: fan not working and the oven was not cooking properly- Claim #
SOXXXXXXXX-X. New Leaf contracted service providers in the customer area advised us they could not service the customer's unit at the time. The customer was advised they would be contacted back within 1-2 business days to be provided the service center details; New Leaf had to search for a service provider in the customer's area that were willing to work with 3rd party companies and also willing to service the customer's brand and area.
On 10/31/2019 New Leaf called customer to advise we located a service provider by the name of Brad's Appliance Service, LLC. - (XXX) XXX-XXXX but unfortunately, they do not work with any third party administrators. Brad's Appliance Service, LLC. is willing to accepted customer call directly and New Leaf will reimburse the customer if they follow Customer Reimbursement Procedure(CRP) verbatim. There was no answer so we left the customer a voicemail.
On 11/1/2019 the customer called New Leaf back to get the service provider's info and to get a better understanding of our CRP process. According to the notes the customer was briefed and was aware upon the call ending and agreed to proceed with the CRP claim. We provided verbal instructions and also emailed the customer detailed instructions for their CRP claim. These instructions will be attached to this complaint.
On 11/13/2019 *** with Brad's Appliance Service called New Leaf to have the service estimate reviewed for pre-approval per the CRP instructions. New Leaf reviewed and pre-approved the service estimate requested from Brad's Appliance Service: Parts, labor and tax were all approved for service to be completed. New Leaf advised Brad's Appliance Service they may proceed with repairs and instructed the customer to send in their paid invoice once service was completed.
On 11/26/2019 we received the customer's repair invoice from Brad's Appliance Service showing she paid $200.41 for repairs. The invoice is attached to this complaint. After review, the repairs were approved for payment. The claim is in process. We will be providing the customer a check for the amount they paid for repairs per the submitted invoice.
We will provide more details when check is sent out. We will have the claim expedited for the customer.
Thank you,
Together.Everyone.Achieves.More.
***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
I purchased 5 year extended warranty washing machine broke I came out could not fix but don't want to give full replacement price.
The warranty I bought repair or replace you're not wanting to give me the full replacement price you're wanting to deduct for the service call which numbers on my contract does it say they will deduct from the replacement cost
They're only wanted to give me 400 and stead of 485 therefore I'm owed $85 for the full price of the warranty I paid for
called in to New Leaf on November 2nd 2019 to report her Whirlpool washing machine was not filling with water. The claim was created (SOXXXXXXXX-X) and dispatched to Honest & Fair Appliance Repair. On November 6th 2019 the service company went to diagnose Mrs. washing machine and advised the unit had a faulty gear case, clutch, wash plate, slider, and valve model. The service company reported this to New Leaf on November 11th of 2019. The estimate to repair provided by the service provider exceeded the customer's limit of liability. According to the terms and conditions of the service plan "in no event will our total liability for repairs and/or replacement exceed the original purchase price for the Covered Product." Since the estimate of the repair exceeded the original purchase price for the product, Mrs. was presented with an offer of $400 store credit to Charlie Wilson's Appliance & TV which would fulfill the customer's service plan with New Leaf on November 11th 2019. As explained to the customer on this date, once the service provider was paid $85.00 for diagnosing the unit this left the remaining limit of liability at $400. The customer accepted New Leaf's offer on November 13th 2019.
Provided inaccurate information by this company during phone communications.
I submitted a claim on Monday, 4 November and received a voice mail later in the day from "Jasmine" at XXX-XXX-XXXX stating that my claim had been sent to R2B for servicing. I scheduled service for Monday, 11 November and was provided a 2 hour window. Communications with R2B went from great to abysmal, as things that were discussed on Friday, 8 November were inaccurate and promised return calls were no made. Therefore, when I spoke to Jasmine this morning (11 Nov) I relayed to her the issues I was having. She called back at roughly 12:40 EST to say the service provider would not make the 2 hour window. Knowing things had progressively gotten worse I requested that she forward me to a supervisor and confirm that I could contact her at the number she called from. She said all supervisors were at lunch but she would call me back within the hour.
At 1:44pm she left a voicemail to say the provider was 30 minutes out. There was no supervisor who called me. When I tried calling Jasmine back the recording said "This is not a monitored number...". So right there I was given false information twice by one person. I then called the general/main number, spoke with AJ, and was then passed to a supervisor "Abdnor."
He stated that he was going into a meeting but would call me back within 30 minutes. During that time the service provider was now past their 30 minute window (Note: the original 2 hour window was now 3.5 hours). I therefore called back to New Lead to request cancellation of this service provider. I was put on hold and then Abdnor answered. Since this was an issue between New Leaf and R2B, I handed the phone to the R2B rep. I am unaware what was discussed. The service provider performed a diagnostic on the unit and determined that it should be replaced.
I called back and spoke with Abdnor who stated that New Leaf would still need to review R2B's assessment and perform their own internal assessment. I find it deplorable that I am using New Leaf's chosen service provider, wait one week for their earliest appointment, waste 3.5 hours of my time, to be told this could still drag on longer. When I then asked for the process of a replacement I was repeatedly told by Abdnor that he didn't want to do that because he had not read the service provider's notes. Fair enough, but finally after asking why he could not do this, he said he was in meetings all day long and also doing training. Then it sounds to me that this supervisor does not have the time or attention to give to my concerns. Finally after asking one more time he was able to verify what happens with respect to replacements.
On your website (https://www.***.***/***/***.***) it says you don't want to see customers jump through hoops. That is exactly what I've spent a majority of time today doing with both your service provider and New Leaf. I fail to see where any new approach to service contracts was delivered today and have little to no faith that this claim won't drag on for a longer period of time, all the while we go without a functioning heating unit in our master bedroom.
Seeking an expedited and hassle-free review of the service provider's finding and working quickly to perform the assessment, reduce additional hoops, and abide by the service provider's findings of a complete replacement. Since a replacement would have to go back through the online retailer (Sylvane) or a check payment made to me, asking for a quick solution to this mess.
The customer's initial claim,
SOXXXXXXXX-X, started 11/4/2019, customer reported unit was not heating. The claim was assigned and dispatched for service to R2B Appliance Technical Solutions LLC. Service was completed 11/11/2019: The tech from R2B Appliance Technical Solutions LLC provided New Leaf the tech findings and it was determined the customer's unit was un-economical to proceed with repairs and it would be too costly to repair the unit. It was decided we would provide customer a settlement option and this would fulfill the contract.
We spoke with the customer on 11/12/2019 and provided them a settlement offer of $349.95 to fulfill the service contract. The settlement amount of $349.95 was the remainder limit of liability on the contract.
Per the terms and conditions (attached) Page 3 of 9: LIMIT OF LIABILITY: Our limit of liability for the Covered Product under the Parts & Labor Repair Plan is the cost of authorized
repairs to and/or replacement of the Covered Product as determined by Us, with a product of similar quality and features, provided
however, in no event will Our total liability for repairs and/or replacement exceed the original purchase price for the Covered Product,
excluding sales tax, diagnostic fees, delivery, shipping and installation costs. Upon replacement, there is no longer any obligation for
the replaced product under this Agreement.
On 11/12/2019 the customer had been informed and accepted cash out amount of: $ 349.95 -This was processed under claim # SOXXXXXXXX-X.
Claim Payment
11/19/2019
Payee - ***
Pay Method - check
Check # - XXXXX
Mailed to - XXXXX LIGHTBURN LANE CENTREVILLE, VA XXXXX
Total - ***
We have provided the customer a cash out settlement for replacement. Per the terms and conditions, Upon replacement, there is no longer any obligation for
the replaced product under this Agreement. This service contract is fulfilled.
Thank you,
Together.Everyone.Achieves.More.
***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
Five times they have had their service provider attempt to fix our 3 year old Kitchen Aid refrigerator. It is still leaking on our floor.
Two years ago we purchased a Kitchen Aid refrigerator from Gerhards in Glenside Pa. Model number KRFC704FSS00. Serial number KXXXXXXXX. We also purchased the extended service plan which, unfortunately, was with NEW LEAF. In July the refrigerator stopped functioning. The ice maker stopped working. The freezer stopped freezing. The refrigerator was warm. For the past 5 months we have endured FIVE visits from the New leaf Service provider. They installed a new ice maker. It didn't work. They installed a new monitor board. It didn't work. They installed a new compressor. The refrigerator began to be cold but then began leaking over our hardwood floor. They came out again and said they couldn't find where it was leaking. It has since been leaking and leaking and leaking. We have had to take FIVE days off from work to accommodate their service provider who texts the night before with a window which gives us little time to alert our work place that we have to take ANOTHER DAY off from work for a REFRIGERATOR. I now have 5 less vacation days and the refrigerator is STILL NOT FIXED. NOW, INSTEAD OF REPLACING THIS DEFECTIVE UNIT THEY WANT TO COME OUT AGAIN. This refrigerator cost $3,600. The service contract was extra. My five days of vacation time cannot be replaced. We were told that after five visits if they could not fix it they had to replace it. They need to honor their obligations and replace this unit. If not, we will file a lawsuit.
Replacement of the unit. And compensation for five vacation days lost.
Refrigerator Model# KRFC704FSS Serial# KXXXXXXXX
New Leaf Contract# NLXXXXXXX
The customer initially filed a claim (SOXXXXXXXX-X) on 7/19/2019 for not making ice. The claim was assigned to FAST Appliance Repair and was completed 8/9/2019- Tech replaced the ice maker. The customer called us back on 8/12/2019 and advised the unit continued to not make ice. The claim (SOXXXXXXXX-X) was opened and assigned back to FAST Appliance Repair to reassess service and completed 9/20/2019- Tech replaced the compressor, switch, ice maker, evaporator cover, heater wire and the control board.
A food loss claim (SOXXXXXXXX-X) was initiated 9/2/2019 by the customer. The customer was provided verbal and emailed instructions for our food loss reimbursement process and currently claim still shows open in process; we've received the customer's food lost list via email on 9/5/2019. The food loss claim is still pending customer's action per the food loss instructions provided.
The customer called us back on 10/2/2019 and advised the unit continued to not make ice. The claim (SOXXXXXXXX-X) was opened and assigned back to FAST Appliance Repair to reassess service however the customer called us back on 10/7/2019 and reported a new issue- unit is leaking; water is collecting under crisper drawers and leaking to the outside of the unit so a new claim was opened (SOXXXXXXXX-X). The claim was assigned to FAST Appliance Repair and was completed 10/14/2019 -Tech thawed the ice buildup present on the fan. The customer called us back on 11/4/2019 and advised the unit continued to leak water. The claim (SOXXXXXXXX-X) was opened and assigned back to FAST Appliance Repair to reassess service and completed 11/22/2019- Tech replaced a valve and tested the unit, all was working good.
The customer has not contacted New Leaf nor Fast Appliance Repair since the latest service has been completed.
Thank you,
Together.Everyone.Achieves.More.
***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
(The consumer indicated he/she DID NOT accept the response from the business.)
They fail to address the fact that it took SEVEN visits from a technician to completely address the concerns. They fail to address the fact that we were without a fully functioning unit for FIVE months. They fail to address the fact that we had to schedule FIVE days off from work to accommodate their technicians. They fail to address the fact that for several months during the summer months we were living out of coolers and buying ice every few days. They fail to acknowledge the fact that from the very beginning their technicians guessed at the problem and tried stop gap measures. Their "service" and response is unacceptable. Five months without a fully functioning unit. Five vacation days for their technicians to guess at the problem. Completely and totally unacceptable.
Unfortunately there are instances where initial diagnosis and service does not correct the issue. We rely on the Service Provider's expertise when attempting to repair. We apologize the for the length of the time it took to finally have your unit completely repaired. New Leaf continued to pay any costs due to the service provider for the repeated visits. You were provided the Food Loss Reimbursement procedures to help recoup some of the cost of replacing food/ice. We sincerely apologize for the delay however the time it took to finalize repair was beyond our control.
Thank you,
New Leaf Service Contracts.
Have their extended warranty on a broken refrigerator. No response from them after numerous calls and emails.
Purchased refrigerator 05/26/18 at Appliance Smart in ***, GA. Purchased an extended warranty from them that says a New Leaf company warranties it. In late August w3e saw water leaking onto our wood floors. Shut off ice maker/water source and began the process to get it fixed, per warranty.
Numerous calls since late August to 877-676-8318-the extended warranty company. Also to 855-879-6395. Eventually, was told by a Justin (in Texas)to refer back to Appliance Smart. The store we purchased it at is closed and refers people to another of their locations's at 770-888-2448. No response from them.
An email to [email protected] resulted in a response that says to call 952-930-1711. An Amanda (Ohio) said someone would call. No call back. Wife had surgery and during recovery period called Oct 7,10 & 14. Amanda always says "someone will call."
No one does.
I'd like to see this company act ethically and handle this problem promply.
The customer is requesting service however his information is not populating in the system. The customer states they are already set up for service with the help from an agent in Ohio.
Our company is in Irving, Texas. The customer states she purchased a refrigerator from Appliance Smart May of 2018. Our administer Coverage Range for Appliance Smart is: February 4, 2013 - November 31, 2018. According to the customer statement she should be under our warranty.
The customer stated a tech has already come out but she did not have one of our service order number.
At this time, we've asked the customer to provide us with their proof of purchase of the appliance and warranty for further review. We spoke with Mrs. who advised us she will have Mr. send in the proof of purchase. We are currently awaiting the customer's documents for review.
We will provide further update once we obtain the customer's documents.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although they finally fixed product, they are now saying they can't find anything in their records. I have sent documentation numbers , including a copy of purchase (including the warranty).
This claim is still under review. We will provide an update ASAP.
Thank you,
Together.Everyone.Achieves.More.
Andre ***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
Couch suffered a mechanical failure, the frame appears to be detached from the lateral supports.
The company refused to honor the service agreement. When I called to question why the failure was not covered I was told because they only cover mechanical or electrical failure. I believe that the frame coming apart because of poor materials/workmanship is in fact a mechanical failure. Then I was put on a lenghty hold (more than 10 minutes) and was told to refer to page 4 of my contract where it specifically list frame is not covered. However that is not what the contract we received reads in fact there is not one instance in the what is not covered sections that lists this reason for denial.
We would like to have the service plan honored and our couch repaired.
The customer filed their claim on 10/8/2019. They reported "Supports not connected"
We asked the customer to send in pictures of their product for review. The customer did not report an accident happened. After review of the pictures (attached to this claim) we determined this would not be a covered issue as the contract does not cover frames. The terms and conditions have been attached also. We informed the customer of the denial 10/15/2019.
Page 4 or 7 of the Terms and conditions, III. WHAT IS NOT COVERED :
(L) Non-functional or aesthetic parts including but not limited to frames, cabinets, doors, hinges, plastic parts, knobs, rollers, baskets; scratches, peeling & dents;
Specific to Furniture: In addition to any applicable exclusions listed above, We do not cover (A) defects, stains, or damages caused as a result of, abuse, misuse, physical force or furniture that is in an unserviceable condition; (B) neglect, theft, vandalism or malicious mischief; (C) accidents unless otherwise noted under the Coverage's section; (D) collapse or explosion; etc...
Thank you,
Together.Everyone.Achieves.More.
***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this companies continual shady business practices, this is my second claim on, which they both denied, until I brought this to the Revdex.com's attention. I am attaching the contract sent to us from new life when I purchased the warranty, there is no mention of this item in the contract that we agreed to. I don't appreciate bait and switch. Why else would you get a warranty on furniture. This seems like a scam because their updated terms basically say we wont fix your couch? apart from upholstery and a frame what is a couch and what exactly are they protecting? They should not be permitted to sale this type of warranty on these products. Take your money and run kind of company.
This claim is still under review at this time. We will provide further update ASAP.
(The consumer indicated he/she DID NOT accept the response from the business.)
Additionally, to address the customer didn't report an accident happened. We did report when our product failed hence the claim.
Company refuses to honour warranty despite already confirming settlement amount and promising to send a cheque.
Company refuses to honour warranty despite already confirming settlement amount and promising to send a cheque.
On August 8th, 2019, a settlement was offered to me by Newleaf, and they stated that a cheque would arrive within 30 days. It has been two months since and still no cheque. Communication with Newleaf has been extremely vague and they have not provided me with any clear indication as to when the cheque will be sent.
After speaking with one of the managers over the phone on October 7th, 2019, they now seem to be passing the blame onto another company, the one who sold me the camera, and are ducking out of their responsibility to follow through with the approved claim.
I have seen similar complaints on the site that they aren't reliable communicators and they fail to following through with their commitments as a company. I would not recommend Newleaf as a warranty provider, and I have a hard time believing I will receive the cheque for my reimbursement. Overall this has been an extremely frustrating process.
Please send the cheque for the approved settlement so we can move on from this slow and tedious process.
The customer did not qualify for service as they did not reside in the United States.
***
New Leaf Contract # NLXXXXXXX
The customer contacted us for service July 2, 2019. The claim was set up under service order # SOXXXXXXXX-X. The customer was instructed to find their own service provider since they lived in Canada.
July 10, 2019 New Leaf spoke with the service provider chosen by the customer and advised them to please do not complete any repairs until we have the full service estimate as this will need to be reviewed before New Leaf could provide an approval. We would also need to know the cost for each part and the cost of labor separately.
July 15,2019 The service provider invoice was submitted to New Leaf for the full-service diagnostics totaling 10,742.55$ USD (converted from 14,000.45$ CAD). New Leaf denied repairing the unit as too costly and requested the service provider only bill for the cost of the diagnostics only. Three days later we received the bill paid by the customer for 500$ CAD (383.65$ USD) for expedited diagnostics. We advised the customer we would only pay the minimum diagnostics fee as expedited diagnostics is not covered under his contract terms and conditions. New Leaf only approved $175 CAD ($134.18 USD) for the diagnostics fee.
July 17, 2019 New Leaf advised the customer the claim would be under review for other service options and that New Leaf would not repair the unit. We advised the customer we needed a paid in full invoice showing they paid for service in order to review for customer reimbursement in the diagnostic fee.
August 8, 2019 New Leaf requested the service provider send us the camera before looking into other service options, like replacement, for the customer. The service provider agreed to send New Leaf the camera if New Leaf paid for shipping and after they were paid for their service (diagnostic fee).
August 19, 2019 The service provider supplied New Leaf the cost of shipping the unit to New Leaf offices. They also inform the diagnostic fee increased to $264.53 and it would be an additional $130.35 for shipping the item. New Leaf contacted the service center to see why the prices increased but we did not receive a response at the time. The customer wanted New Leaf to contact her directly, not the service provider. The customer requested New Leaf pay for the full service and deduct the amount from their settlement or cost of replacement. We advised the customer we would not proceed until we had a paid in full invoice for their service paid by him.
August 27, 2019 Upon this claim being reviewed by our claims department and CEO, the claim was rejected as the customer lives in Canada (at the time of claim) and the contract does not cover customers outside of the US. The entire claim was rejected including the diagnostic fee as well. The customer requested their claim be review again by management. The claim was sent to an account manger to review.
After futher review it was determined this claim would not be covered per the terms and conditions as the customer does not reside in the United States, they live in Canada. The terms and conditions have been attached.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not my fault that a warranty was sold to someone residing in Canada. This is yet another mistake on the part of Newleaf.
Not only have they given in writing (and legally binding) that the settlement would be paid out, but now are completely withdrawing from communicating further on this matter.
No reimbursement was given for the diagnostics of the camera (which was also promised). I expect this to be paid as well.
It is on Newleaf to maintain good customer relations and prevent mistakes like this from happening again.
The Retailer of the product is: Adorama
The Retailer obtained payment for this service contract. The payment was provided by the customer: ***. At the time of the purchase the customer has agreed to the terms and conditions. These terms and conditions were provided to the customer after purchase had been made. (I've included in this submission the terms and conditions of this service plan provided to the customer).
The customer did not purchase WORLDWIDE SERVICE per their contract. Therefore, per the terms and conditions, PAGE 4 OF 7 under section III. "WHAT IS NOT COVERED" it states:
(K) Failures that occur outside of the 50states of the United States of America and the District of Columbia;
The reimbursement requested was denied as we are unable to file a claim for this customer. At the time of the initial claim request the customer was advised if it is determined that the service provided on their product is not covered under the Terms & Conditions of their service plan, they will be responsible to pay the service provider for the service call.
Unfortunately, at this time, we are unable to file a claim for this customer:
Name: ***
Address: ***
Thank you,
Together.Everyone.Achieves.More.
Andre ***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
I PURCHASED AN EXT WARRANTY FOR A DEHUMIDIFIER I BOUGHT FROM SYLVANE..IT'S NOT BEING HONORED BY NEW LEAF.
I BOUGHT A DEHUMIDIFIER FROM SYLVANE WHO ARRANGED WITH NEW LEAF FOR AN EXTENDED WARRANTY FOR ME. I WAS GIVEN A NUMBER. I HAVE BEEN REACHING OUT TO NEW LEAF AND THEY ARE IGNORING ME. I WENT TO MY PAGE ON THEIR SITE AND THEY HAVE THE PAGE FROZEN. THEY HAVE TERRIBLE REVIEWS AND RATINGS EVERYWHERE. EVERYONE SAYS THE SAME THING..THAT NEW LEAF SCAMS AND DOES NOT HONOR THEIR WARRANTIES. I WISH I KNEW THIS BEFORE I PURCHASED IT. NOW I NEED HELP WITH THE DEHUMIDIFIER WHICH IS NOT WORKING PROPERLY AND THERFORE ALLOWING A MOLD SITUATION TO DEVELOP IN MY HOME. THIS IS SERIOUS. THEY ARE NOT RESPONDING OR HONORING THEIR WARRANTY AND MY TRUST WITH THEM.
AT THIS POINT I WOULD LIKE THE DEHUMIDIFIER REPLACED ASAP, DUE TO A MOLD PROBLEM THAT IS DETRIMENTAL TO MY HEALTH.
Hi
I want update my complaint. The company made me hire someone to open the unit and take the cord out. It cost me $50 to get an electrician for that. They said it was the last step. Now they are asking for things that they were given originally..proof of purchase. They already gave me an extended warranty that was based on the proof of purchase. You cannot get it without proving that you purchased the unit. The receipt they got showed when I bought the unit and how much I paid, plus their ext warranty purchase. They are stalling now and harming my health in the process.
1.) Contract# XXXXXXXXXXXXXXX - New Leaf contract# NLXXXXXXX - Service Order# SOXXXXXXXX-X
2.) Contract# XXXXXXXXXXXXXXX - New Leaf contract# NLXXXXXXX - Service Order# SOXXXXXXXX-X
We set up service per the customer's request. Claims were created for the customer October, 2019 on the 7th day.
The customer claim numbers are SOXXXXXXXX-X & SOXXXXXXXX-X:
After further review, we are only processing one claim at this time . That would be for service order number SOXXXXXXXX-X which refers to serial number# KNXXXXXXXX . In reference to claim number SO10289896-1 (claim not covered), the customer was not able to confirm the serial number as they informed us they disposed of their original unit. Per the terms and conditions(attached) this would void the service contract as this was an unauthorized replacement unless the customer can provide proof of exchange done by the manufacture, FRIGIDAIRE, or their selling dealer, SYLVANE. We asked the customer to provide us exchange paperwork and the proof of model and serial tags. The customer was not able to provide the model and serial tag nor could they provide any exchange paperwork. Proof of the model and serial tag is needed for the claim. We will need to verify the customer is filing a claim on the correct unit. Again, upon asking the customer for the required documentation for both claims (SOXXXXXXXX-X & SOXXXXXXXX-X), the customer was only able to provide (1) proof of the model/serial tag for the claim verification.
New Leaf is only able to process (1) claim for the customer.
We've informed the customer AND their selling dealer, Sylvane Inc., that we will only be processing one claim and we explained in detail why.
In regards to the customer's claim instructions, during this claim process, the model/serial verification is required. The customer instructed to cut the power cord on the dehumidifier to send to us. Per the terms and conditions (attached), we may require the unit be send in to us. We also required the proof of purchase and/or the model and serial tags. Please note, the customer did not have to open the unit up or take it apart. We also did not require the customer to hire a 3rd party company to obtain the power cord on the dehumidifier.
The customer was able to send us the power cord for (1) dehumidifier. Only one claim was processed. In conclusion we've advised the customer they can reach out to Frigidaire or their selling dealer for instructions on how to obtain an extra model and serial tag. If the customer had their unit replaced by the manufacturer or their dealer, the customer will need to provide us the exchange paperwork. We've asked the customer for this information multiple times but the customer has not provided us this. We've advised the customer they may contact us back when they obtain their exchange paperwork and the model and serial number tag of the dehumidifier. At this time, unfortunately, we cannot proceed with processing the second claim, Service order number- SOXXXXXXXX-X, since the serial number verification cannot be completed.
The only approved claim,
SOXXXXXXXX-X, has been processed as complete. We will be sending customer a check for the amount of her dehumidifier as a cash out settlement for $227.00. The customer accepted this and settlement will fulfill the contract.
-Pay Method: Check
-Claim Payment Date: 10/11/2019
-Check # XXXXX
-Check amount: ***
Payee
Name
***
Tax ID
Pay Method
Check
v
SP Code
Claim Payment Date
10/11/2019
Check Number
XXXXX
Check Amount
$227.00
//
Confirmed Payee details:
Country
United States
Address 1
P.O. BOX 45
ZIP
XXXXX
State
NY
City
MALDEN ON HUDSON
Business Phone
(XXX) XXX-XXXX
Thank you,
Together.Everyone.Achieves.More.
***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
The company refused to refund me 50% of contract fee. (149.00)
The company refused to refund me 74.50 which is owed me for not having any service calls dure the warranty period. They refuse to honor the contract because I didn't submit the original sales receipt. The contract has all the information needed. Place of purchase, price of refrigerator, contract price and total. all the info is listed. They are looking for an excuse not to pay.
refund me 74.50 as listed in their contract. I didn not have any service calls during the warranty period and therefore they owe me 74.50. they gave me a BS rejection story
Please see reject documents attached which we've sent to the customer. The customer did not qualify for the %50 Back Guarantee program.
Received Customer's 50% Back Guarantee Submission copies via email. Submitted by: From: Eddie Guss Sent: Friday, August 2, XXXX X:XX AM To: Tavan Hernandez Attached: SERVICE PRO 50% BACK GUARANTEE.PDF (299 KB)
Received Customer's 50% Back Guarantee Submission : 08/09/2019 Post Marked Date : 07/22/2019
50% Back Submission Return Letter - Mailed Out : 09/04/XXXX X:XX PM
9/4/2019
***
*** Drive
*** XXXXXXXXX
RE: 50% Back Submission
Dear ***,
We have received your 50% Back Guarantee submission.
Your documents are being returned for the reason(s) below:
Missing Plan Receipt
Contract : NLXXXXXXX
50% Back Status : Ineligible
Missing Copy Of The Sales Receipt Showing Proof Of Service Plan Purchase.
Missing Copy Of The Sales Receipt Showing Proof Of The Eligible Product Purchase.
Thank you,
Together.Everyone.Achieves.More.
Andre ***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
I found the original receipt and now I'm sending all the information to CT State
Attorney's office for their review.
In order to be eligible for the 50% Back Guarantee program, Within 30 days of plan expiration customer should follow instructions listed on 50% Back Certificate which state:
The following criteria must be met:
-No Service Calls Made on Eligible Product
-No Paid Claims on Service Plan
-Service Plan Was in Force for the Full Four Year
Term
-Service Plan Must Have Been Registered Properly
TO REDEEM THE 50% BACK
GUARANTEE
The following information MUST be
MAILED with originally copy of 50%
Certificate:
-Completed Original Certificate
Within 30 Days of the Plan
Expiration Date. (COPIES WILL NOT
BE ACCEPTED.)
-Copy of Service Plan Sales Receipt
with Service Plan Sale Date.
-Copy of Eligible Product Sales
Receipt.
The following criteria was NOT met because the customer was:
1) Missing Copy Of The Sales Receipt Showing Proof Of Service Plan Purchase.
2 Missing Copy Of The Sales Receipt Showing Proof Of The Eligible Product Purchase.
Regretfully, we must inform that this information will not be eligible for re-submission. In order to be eligible for the 50% Back Guarantee program, Within 30 days of plan expiration customer should follow instructions listed on 50% Back Certificate.
Thank you,
Together.Everyone.Achieves.More.
***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
The company is a fraud. I submitted the original receipt to CT state attorney's office for a review.
I would encourage consumers not to purchase any contract from this company
Company does not answer phone left
On hold over 15 minutes. Refrigerator not working husband on insulin that has to stay at 38 degrees. I need help.
Bought refrigerator whirlpool model 736SDAM IN 2016 had
To repair in
2018 new motherboard. Ice maker went out first now waiting
For repair on refrigerator is out. Paid 1722.00 for at Charlie Wilson's in Clarksville IN. Have ext warranty til 2021 if they decide to cover it. I would like to buy a totally different model this one should have been
Recalled
Check for 1500 to buy new refrigerator
The customer first service call was 11/8/2018. SOXXXXXXXX-X Service was dispatched to Honest & Fair Appliance Repair LLC. Honest & Fair Appliance Repair LLC completed service 11/28/2018. Tech Notes: FOUND UNIT NEEDING CONTROL BOARD MODEL: REPLACED parts AND UNIT CHECKS OK. WRF736SDAM13 SERIAL: KXXXXXXXX.
The customer second started 9/9/2019. SOXXXXXXXX-X Service was dispatched to Honest & Fair Appliance Repair LLC. New Leaf approved the servicer estimate 9/9/2019; Honest & Fair Appliance Repair LLC was given the approval to order a Evaporator Motor. Service was completed on the 9/18/2019.
The customer has a food loss reimbursement claim open. SOXXXXXXXX-X This claim was opened 9/12/2019. The customer has been provided verbal and email instructions on how to claim food loss reimbursement.
At this time service has been completed. The customer has not contacted us back advising otherwise. We are currently awaiting the customer to send us documents for their food loss claim request.
Thank you,
Together.Everyone.Achieves.More.
Andre ***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
Document Attached***
The claim did not qualify for replacement per the terms and conditions of the claim which I've attached.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is apparently understaffed as call them was a one hour hold time. I am waiting on my food loss claim check, but they seem to always need more paperwork. I will wait and see when it comes. I will probably not be buying warranties again.
The customer has a open food loss claim under
Service Order Information:
Service Order # SOXXXXXXXX-X
Created ***
The customer has been provided Food Loss Reimbursement instructions below.
FOOD LOSS REIMBURSEMENT INSTRUCTIONS
-Report eligible product failure to New Leaf.
-Provide New Leaf with a list of lost food within 72 hours of initial call only items
purchased in the refrigerated section that the USDA directs to discard on attached
reference will be covered. New Leaf has the right to deny the reimbursement of any
item(s) including but not limited to: homemade items, breast milk, off the shelf items,
nonperishable items, items labeled safe by the USDA list, etc.
-Service Order Number and Name on Service Plan must be included on the Food Loss
Reimbursement List. Please include specific details of the food that was lost such as 1
pound sliced apples, 8 oz Kraft shredded mozzarella, 3 lb. chicken legs.
-Send receipts showing replaced perishable food items to New Leaf within 2 weeks of
completed service repair. Replaced items must match the items on previously
submitted list*** (i.e. 3 lbs. chicken legs replaced with 3 lbs. of chicken legs, 1 lb. sliced
apples replaced with 1 lb. sliced apples, etc.)
-Service Order Number and Name on Service Plan must be included on each receipt.
-If the service was performed under manufacturer's coverage, New Leaf will need a copy
of the repair receipt sent in with the receipts for the food.
Reminders:
1. Food loss is only reimbursed if the failure of the eligible product is covered under the
Terms and Conditions of the service plan and is for no cool of refrigerators and
freezers only.
2. Food loss is only reimbursed if the purchased service plan includes food loss coverage.
3. Lost food list must be provided to New Leaf within 72 hours of initial call in order to
qualify for reimbursement.
4. Replacement food receipts must be provided to New Leaf within 2 weeks of
Covered completed repair to qualify for reimbursement.
5. Food loss claims that do not meet the listed criteria will not be eligible for
reimbursement.
6. Receipts dated prior to the date of repair WILL NOT be accepted.
Currently:
We received an email from the customer on 9/18/2019 regarding their food loss claim but there was nothing attached to the email. We asked the customer to please resend her email with the attachment. We now received the customer food lost list and have attached it to their claim and this response.
Replacement food receipts must be provided to New Leaf within 2 weeks of
Covered completed repair to qualify for reimbursement. The claim is still ongoing at this time as service has not been completed.
Thank you,
Together.Everyone.Achieves.More.
Andre ***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent in everything they have asked including a receipt from grocery store for replacement items. Service was completed on refrigerator on September 18th. I am still waiting on payment got food loss.
Document Attached***
Upon further review of the claim, we are approving the customer's food loss request.
The claim number is:
*** (Special Features and Benefits)
We've honored the food loss claim since the customer was able to prove that her food lost list was sent in via email to New Leaf on the 14th.
We've called customer to advise them of the outcome of the claim.
- Claim# SOXXXXXXXX-X
-Approved Amount: $139.65
- The claim is still in process. The customer should have her food loss reimbursement check within 30 days. More sooner than later.
We've advised the customer to give our claims department a call at 877-659-8447 if they have any questions. They customer has not contact us since we made them aware.
Thank you,
Together.Everyone.Achieves.More.
Andre ***
Executive Service Specialist
New Leaf Service Contracts, LLC
Toll Free: 877.634.0964
Fax: 972.993.1511
www.TryNewLeaf.com
CORRECTION: We've honored the food loss claim since the customer was able to prove that her food lost list was sent in via email to New Leaf on the October 14th, 2019.
Warranty service contract. New leaf refuses to cover the cost of a part necessary in the operation of a refrigerator. Violation of Service Contract.
Kitchen Aid Refrigerator, Model # ***/KXXXXXXXX. Purchase date 07/08/2016. Problem date 08/19/2019. Service date 08/30/2019. Purchased extended warranty from New Leaf good through 2021. A warped drain pan causing improper water drainage to turn to ice. This causing the refrigerator to operate improperly. New leaf representative states that the drain pan is cosmetic and its the owners responsibility to replace said drain pan through the manufacture of the refrigerator. Service warranty clearly states that everything is covered with regard to the mechanical operation of the refrigerator. Faulty drain pan causes the refrigerator to mechanically break down.
New leaf needs to cover the cost of the faulty drain pan.
The customer started service on 8/13/2019. Service was completed 8/19/2019. The service center who provided service replaced 3 parts after we gave them approval on 8/14/2019. Part numbers: WXXXXXXXX, WXXXXXXXX and WXXXXXXXX.
When the service provider billed NL for service, our claims Dept. denied paying for the non covered part and advised the service provider to charge the customer $19.71 for the part: The Drain Pan # WXXXXXXXX ; Per the terms and conditions this part was not covered under the customers service plan.
Per T/C's under what is not covered(:Attached)
Specific to Electronics & Appliances: In addition to any applicable exclusions listed above, this Agreement only covers the operating condition of the Covered Product and does not cover (1) non-operating or external parts, e.g. protective glass; housings; insulation; conduit; frames; cabinets; knobs; dials; drawers; handles; shelves; doors; hinges; light bulbs; projection bulbs; filters; hoses;
; (L) Non-functional or aesthetic parts including but not limited to frames, cabinets, doors, hinges, plastic parts, knobs, rollers, baskets; scratches, peeling & dents;
After further review of the claim and escalation, due to the nature of the matter, New Leaf has paid the service provider for the part needed: The Drain Pan # WXXXXXXXX $19.71 plus $2.96(price markup)
The customer will not be required to pay this fee. The customer contract is active. The customer may call us directly if service is needed.
We've advised the customer of the resolution but we had to leave them a voicemail. We have advised the service center who bill the customer to disregard as New Leaf will be paying for the part at this time: DRAIN PAN WXXXXXXXX $19.71 (plus $2.96 part markup)
bought several appliances (dishwasher, double ovens, microwave, refrigerator, and dishwasher) from AJ *** with an extended warranty from New Leaf Service Contract. BIG MISTAKE!!! Buyer Beware. So within one year the dishwater needed repair. Called New Leaf and was directed to the manufactures warranty. Fair enough, we got it repaired by an authorized dealer repairman. Then a few months later the top panel came off (after the manufacture warranty expired). Called to make a claim and provided pictures and was informed it was cosmetic issue and the claimed was denied. Went back and forth on the claim to no avail. a couple months later the fridge portion of the refrigerator needed to be repaired. Filed a claim, it went well and I asked him to look at the dishwasher panel. He looked at me and said the panel needed to be repaired because it was a safety hazard as water from my counter tops could spill on the uncovered components and cause a fire and more malfunction. I called New Leaf Service Contracts and was told they could not do anything. Guess what, the claim was denied because I guess they have professional repair guys as calling agents, because I was told it was again a cosmetic issue. Meanwhile the door on that dishwasher does close properly anymore and there is nothing that can be done, even though we purchased have an extended 5 year warranty. So we wash dishes by hand and sometimes one of our family members holds the door long enough to get the dishes washed. Three weeks ago, I noticed my milk was not spoiling sooner and noted the temperature of the refrigerator was holding steady at 67 degree. I called New Leaf again and to let them know. As I was speaking to the phone agent, I mentioned to her that I had just purchased food (which I did on Saturday) and that I might lose it. Her response "oh I'm sorry to hear that." Well at the time I wasn't too concerned because my contract with New Lead clearly states "8. FOOD LOSS: To receive coverage for food loss, the failure of Your refrigerator or freezer must be due to a defect in the components of the appliance, and not a power failure of any kind. You will be reimbursed up to one (1) two hundred dollar ($200) claim during the coverage period. To receive payment, You must have the appliance repaired by a service center authorized by the Administrator and/or Obligor and submit the following: a copy of the repair order, and itemized list of food lost due to the lack of refrigeration, and proof of purchase for the replaced food." So after the refrigerator was repaired, we followed the direction on number 8 for food loss." GUESS WHAT? the file was claimed because I should have claimed it at the same time as the refrigerator claim. WOW, my wife and I were in shock. Are you serious, you clearly can see that the refrigerator cooling fan was broken and needed repairing. It got repaired because they sent the repair people. So we called back and spoke with another agent who told us no again. We got transferred to the "manager" no didn't bother to apologize for the inconvenience this whole ordeal had caused or the food loss we experienced. Only to be told that WE, didn't follow the instructions as he proceeded to read a contract that wasn't even ours. We explained to him, that no where in our contract did it state we needed to file for food loss at the same time as the repair. How could we, the refrigerator was broken. We had to empty it out because the serviceman told us we had to turn it off for 24 hours before it could be repaired. So why would we buy food if it was not working? But he was insistent and denied the claim as well. I asked him to hear the recording I had with his incompetent agents, (because she failed to write I was going to experience food loss). New Leaf Service Contract agent then proceeded to tell me that he would be forwarding the claim because we could not agree to agree he was right and we were wrong. So we lost out on food and had to buy a new refrigerator while this one got repaired so we could eat and not have to eat out. School had started for our children. So the moral of this long story is to not buy anything from AJ *** because the only extended warranty company they use is NEW LEAF SERVICE CONTRACT and they suck and don't care about you. NEW LEAF only cares about their bottom line and denying your claim. They are not there to help you with your claim. NEW LEAF SERVICE CONTRACT is there to make sure they deny your claim. NEW LEAF is counting on you not pursing your claim. my advice stay away from this warranty company and anyone that sells this warranty with their appliance. I have had Kenmore and Maytag in the past with another warranty company and never had any issues. To say that I hate this company is a complete understatement. I only hope this review helps others before they get scammed by this company. DO NOT WASTE YOUR TIME, MONEY, or ENERGY. We'll report to Revdex.com shortly.
Thank you for contacting New Leaf Service Contracts. We would like to apologize for the inconvenience or delays regarding your claim. We show service has been completed for your refrigerator under service order SOXXXXXXXX-X. The record also shows we approved a food loss claim for you under service order SOXXXXXXXX-X in which the max food loss was approved. The check for reimbursement was sent to you last month so please let us know if you did not receive. In regards to your service, we have to administrate the service contract per the terms and conditions of your plan. There is no way around this. We love helping our customers and strive to convey 100% customer satisfaction. We will also work to see what can be done to best please the customer if we are to run into inquires. Please let us know if you have any other questions.
Considering the situation regarding the refrigerator repair cost I am satisfied with the reimbursement I received and the representative was very helpful in explaining the issue of why the refrigerator could not be repaired.
We are happy to see your claim went well. Thank you so much for taking the time to share this with us and provide us your claim details.
When I called New Leaf about my freezer not working they were very courteous. They made a schedule for a repair man to come to my house. After asking a few questions he inspected the freezer knew exactly what the problem ws and had the part on his truck and replaced it immediately. He was very friendly and knowledgeable. What a pleasure dealing with such a great company. I highly recommend them to anyone with appliances.. *** Florida
Thank you for sharing. Your input is very valuable to us and we are happy to hear you were satisfied with your service.
When we bought all new appliances for our remodeled beach house on the Outer Banks of North Carolina, the dealer encouraged us to also purchase New Leaf Service Contracts. We are so glad we did. Their staff and repair people are second to none and we have been extremely pleases with their timeliness and professionalism.
Thank you for taking the time to review us! Your feedback is very important. We're so glad we were able to meet your expectations.
Although the store I bought the product from did not explain the contract with New Leaf completely
I have no problem with them. They did stand behind their contract and sent a check for the agreed amount promptly.
Thank you for your feedback. We appreciate your business and taking time to review our services for you.
Second time I was given appointment and not met. Total unacceptable.
Mr. We apologize service has not been rendered as scheduled. Please understand that New Leaf arranges the appointment times for some of our providers however, we cannot control the service providers availability or cancellations. We will do all we can to assist in finding a resolution to your claim. Your frustrations will be addressed with your service provider as well. An agent will also be reaching out to you directly to assist you with any further questions or concerns.
Surprised at all the negative comments. I have had this service since I purchased my appliances in 2015 and have used them 4-5 times. Each time, the service was provided promptly (usually the next day) and there was absolutely no payment. For me this has been an excellent investment.
Thank you for your feedback! We appreciate your business.