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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Bought 3 year service contract and want them to authorize repair of Marantz receiver even though I have to ship it over 2000 miles.
Filed but they
ignored me. Warranty is good until july. I want authoprization.
Authorize repair
On January 21, 2019 *** (Mr.) contacted New Leaf via online submission to request service for his Marantz receiver. The receiver was having issues working on all channels. On the same day, New Leaf dispatched service to Adam's Electronics (*** XXXXX). New Leaf contacted Mr. by email and phone to advise he had purchased a carry in plan and would need to send his receiver to Adam's Electronics for assessment and potential repairs.
Mr. did not respond via email until January 29th when he advised he did not want to send his receiver to Adam's Electronics because it was too far away. New Leaf understood and replied authorizing to allow him to find someone local to proceed with service as customer reimbursement (see attached).
On March 18, 2019, Mr. sent another request online for service on his Marantz receiver. He expressed he would file a Revdex.com due to New Leaf's refusal to assist with service. New Leaf has complied with all efforts to provide service. Any attempt New Leaf made to contact Mr. by was blocked. It seems he has a screening service set up on his primary number that makes New Leaf unable to reach him by phone. Emails have been the only way to communicate with Mr..
New Leaf has been awaiting Mr. to provide the details of whom he would like to take his receiver to locally for repairs. New Leaf has not heard back since advising him to locate a local service provider. New Leaf has even had a shipping label sent to Mr. from Adam's Electronics in case he did still wish to proceed with services through them.
New Leaf has and will continue to offer assistance to Mr.. Once he ships his receiver to Adam's or contacts New Leaf with the local service provider and the estimate, service can proceed.
Sincerely
Failure to honor warranty.
In April 2016, I purchased a camera at Adorama Camera in NYC. At the urging of the salesperson, I also purchased an extended 3-year-warranty from New Leaf Service Contracts. Based on the salesperson's pitch, it seemed like an excellent price for replacement coverage, including drop and spill.
After a plastic retaining ring broke off the end of my camera lens, I initiated a claim with New Leaf to have the lens repaired. I have been given the run-around for 27 days now. I have been repeatedly told that my case was under review and I would be contacted in 3-5 business days. I escalated the problem and contacted New Leaf and the retailed via Facebook and was assured that the issue would be resolved in 1-2 business days. Today, I called numerous times, was put on excessive holds due to "high call volume" and then had the line disconnected abruptly before reaching a customer service person. Another complaint was sent via Facebook. When we finally reached someone, we were once again told that the case was under review and we would be contacted in 1-2 days. Which will bring the grand total to 29 days.
This warranty is an embarrassment. The company does not support the policies that it sells. The customer service people were rude and unhelpful.
I want my camera repaired as per the terms of the warranty that I purchased. In addition, based on the 1.5star customer rating on Revdex.com, their Revdex.com rating should be downgraded.
On February 22, 2019, *** (Ms.) contacted New Leaf to request service on her Nikon camera lens that experienced an issue with parts coming detached from the frame. The claim was sent to management for review to determine if this would be considered a normal malfunction or considered an accidental damage claim.
On March 5th, management suggested to proceed with assisting Ms. due to her camera lens was sold used and her issue would be considered a normal wear and tear malfunction. New Leaf began to the research to determine who could repair the lens or if replacement options should be considered.
New Leaf made an offer on March 18, 2019 for a comparable replacement lens, Nikon lens, AFS-DX VR II or the cost of the camera lens at $89.00. Ms. accepted the lens on the same day and New Leaf sent the authorization to her retailer, Adorama on March 19th to get the lens ordered and shipped to Ms. at the below address.
New Leaf has not heard back from Ms. to indicate she is still dissatisfied.
(The consumer indicated he/she DID NOT accept the response from the business.)
They try to make their response seem eminently reasonable, however they were a disaster to deal with. It took a month to resolve a simple issue, clearly covered by the warranty. I had to repeat my "story" over and over as no one at New Leaf ever seemed to have any idea what I was talking about, despite my multiple calls and messages. Everyone I spoke to was invariably rude and unhelpful. The case was only resolved after I threatened to bring them to small claims court and filed complaints with Revdex.com and my local NBC News station's "Better Get Baquero" news feature, which had the potential to bring them bad press. While the case has finally been resolved, it would be disingenuous of them to claim that they somehow acted reasonably.
Kitchen-Aid Refrigerator purchased in Sept 2017 with extended warranty from New Leaf Service Contracts. Appliance requires replacement per tech
Kitchen Aid Refrigerator, Model # KRMF706ESS, Serial Number K73010602. We purchased the refrigerator on September 14, 2017 from Howard's TV and Appliances, located in Laguna Hills, California. At the time of the purchase we decided to purchase a service plan from New Leaf Service Contracts, at the cost of $499.95. . In January of 2019, the refrigerator interior lights went out and simultaneously the water dispenser started to remotely dispense water onto the floor. We called the claims number (844-759-7963) and were issued a Claim Number of #102-252-73-1. We were advised by one of your employees a representative from AG Appliance (2716 S. Grand Ave, Santa Ana, CA 92705 714-850-9022) would be calling to schedule an appointment. Taking time from work, since they only give you a four-hour window of opportunity, AG Appliances came out the first time and the technician said he didn't have the correct parts for the repair. AG Appliances sent out the original "technician" and a training person to look at the problem. Again, no repair but we should consider replacing the refrigerator as it was non-repairable. Another call to your company, spoke with someone who identified himself as Joseph. After explaining the situation, he put me on hold. Another employee, who didn't identify herself, came on the line and gave me Claim Number 102-252-73-2. I explained that the AG technician said the refrigerator was non-repairable. She stated they needed to send out another person for a second opinion. This time AG Appliances sent out a "senior technician" who determined that the refrigerator was non-repairable and needed to be replaced. Four different technicians and one "Master Technician" have advised the refrigerator needs to be replaced as it is not repairable. New Leaf Service Contracts sent one more service technician on 02/27/2019 who advised in order to repair the refrigerator he would have to order parts with a 30 day estimated arrival date.
This is unacceptable as each time a service person comes out requires taking time off of work and the refrigerator still does not work
Replacement refigerator
's initial service request was made on January 2, 2019 for the Kitchenaid refrigerator that
would was experiencing issues with the water and ice dispenser malfunctioning. Service was dispatched
to AG Appliance on the same day. On January 18th, *** contacted New Leaf to advise that the
technician had informed them that the unit could not be repaired. New Leaf spoke with AG Appliance on
January 21st and was informed that parts were to be installed on January 25th. No notes were ever
received indicating the refrigerator could not be repaired.
*** contacted New Leaf back on January 28, 2019 to advise the refrigerator was malfunctioning
again. AG Appliance was asked to assist with repairs again. January 30th, AG Appliance refused to assist
with the failure taking place with the refrigerator again. It did take some time for New Leaf to locate a
new provider that would assist *** with the refrigerator issue. A provider called Paradise
Appliance Service agreed to assist but was unavailable until February 27, 2019.
New Leaf's CEO, ***, received a letter from ***, regarding the time frame and
frustration with services. March 1st, New Leaf requested status from Paradise Appliance Service. New
Leaf was advised that the refrigerator could be fixed but the parts there were needed could take a
month to receive. When Paradise Appliance Service attempted to schedule a date to complete repairs
once parts were received, *** refused and advised not to order parts, schedule an
appointment as they wanted a replacement refrigerator.
New Leaf attempted to reached *** by phone on March 1st and 4th but received no answer or
return call to discuss the letter and their frustrations. New Leaf mailed a response to the letter on March
15, 2019.
New Leaf does currently have a provider that can and is willing to repair the refrigerator. New Leaf
apologizes for any confusion. The service contract purchased is a repair plan. Unless a manufacture
authorized service provider indicates the refrigerator cannot be fixed, costs to repair are too expensive,
or parts needed cannot be sourced, would be the only basis that a replacement would be offered under
the service contact.
New Leaf is ready to assist in completing repairs whenever *** is ready. A representative has
been assigned to the claim to insure no further delays take place. *** can contact us at 844
XXXXXXX when they are ready to proceed with repair efforts.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response by New Leaf Company and disagree with the claim they reached out on March 1st and March 4th. There were no telephone messages received on either day. Secondly their assertion regarding a letter which was mailed to our address. I would respectfully ask the New Leaf Representative to confirm the mailing address they have on record as whenever we are out of town we have our mail stopped at the Post Office. We have not received any correspondence from the New Leaf Company.
Today 04-08-2019, I spoke with "Nathaniel" of New Leaf and he said he would have to consult with upper management concerning obtaining service on the appliance by a factory authorized company and he would call us back.
I again confirmed with Nathaniel both our mailing address and home telephone numbers.
I would like for the Revdex.com to leave complaint open until we come to a reasonable and amicable resolution to this matter.
As of April 9, 2019, New Leaf has heard from Mr. and he advised he is ready for services to be completed. Repairs have been reassigned to Mr. Appliance of North Orange County (Mr. Appliance). New Leaf will insure a resolution is found however cannot guarantee any time for completion but will exhaust all efforts to help speed service along.
New Leaf has also made note that Mr. has had to take off of work multiple times for service providers to come assess his refrigerator. Mr. is aware that any person(s) over the age of 18 are allowed to be present at the time of the technician's visit. There maybe options available that can be coordinated with the service provider to accommodate his schedule. The option for Mr. was provided to allow him to locate his own provider and perform service as customer reimbursement. This will allow him to find a provider that is not in our network that has availability that would not require him to take off work. Mr. refused and therefore New Leaf will proceed with service with Mr. Appliance.
The letter previously sent in receipt of Mr. letter to New Leaf CEO, ***, is attached for your referenced as well.
Memo
To: Mr. & Mrs. ***
CC: ***
From: *** D. ***
Sales & Marketing Coordinator
New Leaf Service Contracts
Office: XXX-XXX-XXXX
***@newleafsc.net
March 15, 2019
Re: Service Contract# XXXXXXXX, Purchased from Howard's TV and Appliances
New Leaf has performed an investigation regarding your complaint. After a thorough review, New Leaf has confirmed that your initial service request began on January 2, 2019 for the water and ice dispenser malfunctioning. New Leaf apologies that your original service provider was not able to perform the recommended repairs suggested by Kitchenaid.
New leaf does currently have a provider that can and is willing to repair your refrigerator at your convenience. The latest status indicates a provider was at your home on February 27th and suggest the refrigerator can be repaired and is ready to order parts. This provider has informed New Leaf that you have refused repairs and request a replacement refrigerator.
New Leaf apologizes for any confusion. The service contract you purchased is a repair plan. Unless a manufacture authorized service provider indicates the refrigerator cannot be fixed, costs to repair are too expensive, or parts needed cannot be sourced, would be the only basis that a replacement would be considered under your service contact.
New Leaf is ready to assist in completing repairs whenever you are ready. A representative has been assigned to your claim to insure no further delays take place. Please contact us at XXX-XXX-XXXX when you are ready to proceed with repair efforts.
(The consumer indicated he/she DID NOT accept the response from the business.)
Reason for replying "Not accepting the business proposed resolution" is because the repair company suggested by New Leaf-"Mr. Appliance of North Orange County" has not yet responded to make any repair(s). They ae scheduled to arrive on 04-26-2019, again requiring time off from work, to see what is needed to repair the refrigerator.
I would like for the Revdex.com to leave complaint open until either Mr. Appliance determines if the refrigerator can be repaired by their service technician or we come to a reasonable and amicable resolution to this matter.
Thank You
Company authorized our service to be performed when the technician was onsite, and now have backed out saying they will no longer cover it.
We had recurring issues and unable to move us our microwave/oven for the majority of an 14-18 month period. New Leaf sent horrible service provides who were not able to properly fix the issue, and took a long time to provide assistance. We finally were able to work with a technician who was helpful, and he called New Leaf (due to all the issues in the past we had) to ensure the parts and labor were going to be authorized and covered. New Leaf provided the technician the authorization to proceed and that the service was covered. Now the technician have sent us a bill saying New Leaf rejected the claim (Claim XXXXXXXX). I have escalated this to Juan, a supervisor, who told me the claim was already paid. He then said he needed to investigate. After trying to reach him for 2-3 weeks and many unreturned phone calls, customer service told me they spoke with Juan who was too busy to take my call, and he said my claim was rejected. Terrible customer service!
New Leaf to pay AE Factory Service Repairs $211.23.
On May 23, 2017, New leaf was advised that that ***'s Electrolux wall oven/microwave combo was displaying an error message and would not start. A&E Factory Service (A&E) was dispatched to assist and scheduled Ms. for their first available appointment June 8, 2017 between the hours of 1pm and 5pm.
On June 8th, A&E contacted New Leaf while at Ms. home to provide the estimate for repairs and obtain approval to proceed. Ten parts were requested, and approval was provided by New Leaf for five of the parts. The additional five were considered excluded from coverage. The technician from A&E indicated a fuse and switch were required to repair the unit. These two parts are specifically outlined in the exclusion section of the terms and conditions.
A&E notified New Leaf on July 25, 2017 that repairs to Ms. appliance had been completed. Ms. contacted New Leaf back on August 28, 2017 to advise her unit was experiencing the same issues. A&E was dispatched to assist as they guarantee their work for 90 days. A&E arrived to Ms. home on September 21st to reassess the unit. New Leaf received a bill from A&E on November 2, 2017 for repairs completed on said date in September.
New Leaf determined the same parts that were previously requested by A&E June were requested again but this time installed without approval. New Leaf reiterated that the fuses and switches would not be covered and should be billed to Ms..
After receipt of the Revdex.com, New Leaf further investigated with A&E regarding why the fuses and switches were needed. It was determined that these parts failed in conjunction with the other covered parts that failed and would require replacement as well. Under this basis, New Leaf has reversed the decision to deny Ms. claim and requested A&E to redirect the bill to New Leaf.
New Leaf has provided notification to A&E that New Leaf will pay the outstanding balance for repairs performed on Ms. Electrolux wall oven/microwave. Ms. may still received paperwork from A&E regarding paymnt still being required, however she can disregard.
(The consumer indicated he/she ACCEPTED the response from the business.)
They have agreed to pay what they promised to pay from them beginning now.
Fortunately I did NOT need the service to repair an item. However if I didn't use the service I was entitled to receive a small portion of the warranty back. $65.00
Well not only did it take over 4 months to receive the rebate back but it was dozens of phone calls because at first I miss-placed the post card - which had an incorrect address on it anyway. I spoke to several people that didn't even know what I was talking about. Luckily I found the post card and sent all the receipts along with it. It's almost as if they don't want to give you the rebate. If I ever purchase a warranty on an appliance I will not do it through New Leaf.
DS
Your contract expired December 23, 2018. Eligibility is based on several qualifying factors in order to receive half the cost of your service contract costs. Please understand that you received your certificates when New Leaf was located at a different address. The postal carrier can only store a forwarding address for a small number of years before it must be removed. New Leaf did record all interactions that took place. Your initial contact with New Leaf took place prior to the eligibility period on November 23, 2018. Your mail was received on January 2nd and processed in the order received by the claims department on January 31st. Additionally you inquired about 50% back on two products you purchased coverage for. After extensive research that did take a few weeks, New Leaf was able to determine you only purchased coverage with New Leaf for one appliance. After this determination was made, New Leaf provided a follow up letter date 2/7/2019 addressing your approval to receive $65 and your second appliance would need to be referred to Consumer Priority Service. We apologize we were not able to provide you faster responses due to the holidays. We also wanted to insure you were not entitled to more monies before processing any funds. New Leaf is obligated any honor any services needed within the coverage which you purchased.
I am filing this complaint on behalf of my widowed 78 year old mother who I feel has been taken advantage off by Newleaf Service. Her appliances are covered by Newleaf's additional appliance warranty contract. Her Samsung Dishwasher was not working and we called Newleaf for service twice. Then we received an Invoice for the service call which should have been covered by the warranty contract.We would have not called in a service call if the dishwasher had been working both times. This dishwasher has malfunctioned several times and was not working. Not only was it not working it was flashing error messages 'LC? and making loud noises which several family member can vouch for. We tried to re-set the dishwasher to no avail.I personally was on the phone with Samsung themselves several times and they had us try several things to reset the dishwasher, including turning off the breaker for a couple of days, however it didn't make a difference. Only then we called in for service since the dishwasher was still making loud noises and error messages were blinking non-stop. As advised by Samsung we disconnected the power to the dishwasher and waited for service. For whatever reason by the time the tech came out several days later, the dishwasher was working again.The second time the dishwasher stopped working and showed error messages indicated a leak, we tried to turn off the breaker and waited a couple of days to see if it reset itself. It didn't, so we disconnected the dishwasher from the time we called for service until the tech came out to prevent water damage. The second time we had the same error message and noises I remembered what happened the first time and made sure I have picture proof and video proof of the blinking error message and the terrible noise it made. I have picture proof and video clips of the blinking lights on the dishwasher and the loud noise can be hear. After the service tech repaired the dishwasher the second time we received an invoice. We were advised that our issues were not covered under the service plan we have. I find this unbelievable and very unfair to a consumer who buys extended warranty and then gets told, sorry you are not covered.
Product_Or_Service: Samsung Dishwasher
Other (requires explanation) I want a credit for the bill received because this should have been covered under the service contract
The name, address, phone number, email provided in the complaint do not locate a service contract for
a Samsung dishwasher. New Leaf has reached out to request additional information regarding what
details were used to register the dishwasher in order for New Leaf to locate the contract and further
assist.
The required model and serial number and owner information was submitted by phone last Friday.
Thank you.
Sincerely Yours
The contract for Ms. was listed under different contact information than what was submitted.
On October 22, 2018, Gerda Chu contacted New Leaf to advise her Samsung dishwasher was giving an error code and making unusual noises. Ms. was advised if the failure is determined to be outside of coverage, she could be charged for the technician's trip and diagnosis. On the same day, service was dispatched to RR Appliance Services (RR). On October 24th, RR provided the tech notes below:
CHECKED UNIT AND ITS COMPONENTS. UNIT IS WORKING AS DESIGNED. JOB COMPLETE.
November 12, 2018, Gerda Chu contacted New Leaf back to advise the unit was experiencing the same issue. RR guarantees their work for 30 days from the completion date. RR agreed to go back to the home and reassess the dishwasher. On November 13th, RR provided the tech notes below:
RE TIGHTENED HOSES. UNIT NOW CHECKS OK. JOB COMPLETE.
The above service calls did not indicate a failure of any components that required repairs/replacement of failed parts. The coverage Ms. has does not cover adjustments or maintenance service. New Leaf does not dispute a technician maybe required to perform maintenance such as tightening hoses, however the coverage Ms. has does not cover such services. Due to the issue being excluded from coverage, New Leaf sent a letter to Ms. on January 10, 2019 advising she had a service call for a non-covered issue and would be responsible for reimbursing New Leaf for the service call.
New Leaf will be unable to reverse the denial and does ask that Ms. submit payment to New Leaf at the below address for her non-covered issue. No new services will be dispatched until payment is received.
I purchased a service contract 9/13/18. I called last Thursday to arrange repair for a dryer and New Leaf never arranged a service call.
This company has been completely unresponsive in providing service, and therefore I would like to cancel my contract with them and be reimbursed for the rest of the time on the contract for which I have paid. The contract expires 9/12/21.
would like to cancel my contract with them and be reimbursed for the rest of the time on the contract for which I have paid. The contract expires 9/12/21.
Please excuse the delay. On February 14, 2019, New Leaf received a service request from ***
(Mrs.) regarding her Electrolux dryer. Mrs. expressed that the dryer was not turning on and
would not start. On the same day, New Leaf dispatched service to repair company, Thortek Appliance
(Thortek). Thortek rejected the dispatch the next day due to being overbooked.
The following business day New Leaf received the notification of Thortek's dispatch rejection and
attempted to locate another service provider. February 19th New Leaf contacted Mrs. to provide
details of a new service provider who would assist. Mrs. expressed frustration regarding the time
frame for service. New Leaf apologized for the inconvenience. Offered to give her contact information
for a new service provider. Mrs. refused and requested a refund of her service contract.
New Leaf explained that any refunds must be facilitated with the party with which she purchased her
products and the service contract. New Leaf has closed the service request based on Mrs.
request for a refund. If Mrs. does not wish to cancel her plan and is still in need of service, New
Leaf would be happy to assist.
On or about Nov. of 2019 I contacted New Leaf Service regarding my fridge not working. The ice maker compartment was freezing and not making ice.
The ice maker stop working about 6 to 9 months after purchase. I contacted New Leaf on or about Nov. of 2017. They deiced it and it worked for about three months. After several attempts to fix it a tech told me that there was nothing that could be done to fix the unit. By this time I had taken several days off work to deal with this problem and did not want to take more time off. I finally contacted New Leaf again about the same problem.They send out the same gentleman from Accord Appliance. He did not even open the Fridge. He recognized the fridge and again stated that there was nothing that could be done. I waited some time before I contacted New Leaf again since I could not take time off work. When I contacted New Leaf they stated that they were going to send another company that specializes on Samsung fridge. I asked them why they didn't send them in the first place, they did not have a response for that. The new repair company, United States Appliance also came several time and replaced more items on the fridge. Once again, the fridge would work for a while and them it would freeze and stopped making ice. After several times, United States Appliance stated what Accord appliance said, there nothing more they can do. On or about Dec. 17, 2018, United States Appliance came for the last time and said they will send the report and the some one from New Leaf would contact me. I waited till January with no contact from New Leaf. Around 01/17/19 I contacted New Leaf to check on the status of my claim. They stated that they had not received anything from United Stated Appliance and that it was not their responsibility to follow up. I contacted United States Appliance. United Stated Appliance stated that they had sent an email on 12/22/18 to inform New Leaf that the problem with the fridge was not resolved and that there was nothing else they could do. U.S. Appliance agreed to send the email again. On 01/23/19, I once again contacted New Leaf to check on the status. Once again they claimed that they had not received anything from U.S. Appliance. I contacted U.S. Appliance again and this time I had them include me in the email. U.S. Appliance once again confirmed that they had sent an email on 12/22/18, 01/17/19 and that they would send the email again to include me. On 01/24/19, I received a call from New Leaf stating that they had received the email and that I would hear from them withing 48 hours. On 01/30/19, I called New Leaf to check on the status, being that no one had contacted me. I spoke with Maisa. She put me on hold and stated that their was some confusion between departments but that the issue was resolved. She stated that she rush the claim and I would be getting a call by 10am the following day. I did not get a call. On 02/01/19, I contacted New Leaf once again and spoke with Christian. Christian stated that his notes showed that they were working on my claim but did not have a time line. Is is to be noted that every time I asked for a supervisor, they told me that all the supervisors were busy but that one would contact me. I never received a call from a supervisor. On 02/04/19, I finally received a call from New Leaf stating that my claim was resolved and that I was going to get about $1,100. I'm not asking for a full refund on my unit but it hasn't worked for a long time and they kept sending tech knowing that nothing could be done to fix it. Nicole explained to me that it was two separate claims so that is why they had to send more techs. I explained to her that since day one of the problem it has been the same problem. If the fridge freezes, it does not make ice. They put it as two different claims, one for not making ice, then the put another claim from freezing. It has been very frustrating to have to take so many days off work and for the problem to continue. If they would of closed the claim the first time a tech said there was nothing that could be done, the claim would have settled for more money.
If New Leaf would have closed the claim and not opened another claim when it was determined that there was nothing that could be done. I would of had more money to buy a fridge that was more comparable to the Samsung. I requesting a claim of $2000
On November 22, 2017, *** (Mr.) contacted New Leaf regarding his Samsung refrigerator that was not producing ice and developing ice buildup. New Leaf dispatched Accord Appliances (Accord) to service his issue. December 11, 2107 Accord Appliances advised they repaired the refrigerator and the unit was working to manufacturer expectations.
Mr. contacted New Leaf back on February 9, 2018 to advise the unit was experiencing the same issue again. Accord Appliances was assigned to assist under their service guarantee of 90 days. Accord advised on March 1st that parts were needed, and New Leaf provided approval to proceed with ordering the parts and completing repairs on March 20, 2018.
March 23, 2018 Mr. indicated to New Leaf that the ice maker had stopped working again. Accord agreed to assist with Mr. needed repairs and fixed the issue on March 27th. However, the ice maker stopped working on April 16th. On May 8, 2018, Accord advised new Leaf that they had attempted all the repair efforts advised by Samsung and were unable to permanently repair Mr.' refrigerator issue. Accord suggested a different provider come and assess the issue to see if they could address the repairs.
United States Appliance (USA) was assigned to assist with the 2nd opinion service on May 9th. On May 24th, several parts were requested and approved for USA to complete repairs. By May 31st, USA installed parts and completed repairs.
December 27, 2018, Mr.' refrigerator stopped producing ice. USA accepted New Leaf's dispatch to assist again. On January 25, 2019, New Leaf received an email from USA indicating that they felt Mr.' refrigerator was unrepairable.
January 30th, New Leaf researched a comparable replacement model or settlement offer to provide to Mr.. Mr. has a contract that has a limit of liability clause. This clause states that new Leaf cannot repair or replace for more than the value of the refrigerator purchase price. Mr. paid $2099.99 on June 4, 2016. New Leaf has spent $930.69 in repair efforts leaving a remaining contract balance of $1169.30. New Leaf was unable to locate a comparable replacement for the remaining contract cost and offered Mr. this balance on February 4, 2019.
New Leaf is unable to issue any additional funds based on previous paid claims. In addition, the failure that was reported to New Leaf was for an ice maker not making ice. Food loss is only issued when a failure is reported and confirmed by a technician as a no cool refrigerator. Mr. did not experience a no cool based on the diagnosis reports from two service providers that was validate New Leaf to issue a food loss reimbursement claim.
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want this to be over. New Leaf has their records wrong. They filed two separate incidents for the same thing. It's a shame they are able to do this. They know how to go around and fool the customer. This was not a good experience.
Very inconvenient with scheduling, they reschedule to their convenience. They also tell you one thing about your product and write a completely different response to claims department.
New Leaf apologize for your inconvenience. Your service was rescheduled due to the incorrect address was initially provided. Appointment availability is solely based on the service provider's availability in your area. New Leaf cannot dicate this aspect of service. They also cannot dispute the details of the technician's diagnosis report provided to New Leaf. Your frustrations appear to be with the service provider. New Leaf will make record of your feedback for future reference.
I submitted my Food Loss claim twice and still have not received my reimbursement for $200.00 which was told by several individuals I would receive.
I purchased an LG refrigerator May 2017 from Howards Appliance's. We purchased the extra insurance in case we had issues with the unit down the line. Unfortunately my refrigerator stopped cooling on October 1, 2018. I contacted the insurance company, NewLeaf and informed them of the issue that my ice maker was not working and the refrigerator itself was not cooling. When I asked the customer representative about the Food Loss claim, which I was informed by a friend I could receive instead of New Leaf, the rep denied me the forms saying I called about the ice maker. I went back and forth until I asked to speak to a supervisor, at which point the rep hung up on me. A few minutes later, a supervisor contacted me and sent me the forms. A LG tech was sent out to service my unit on 10/3/2018 but my refrigerator was not fixed. I contacted NewLeaf and informed them that a tech came out but my fridge was still not repaired. The second scheduled service New Leaf scheduled was on 10/15/2018. I was also instructed by New Leaf after asking them about the food loss, that I had two weeks to submit the Food loss claim which I did. Unfortunately after the second call the refrigerator still continued to have cooling issues and the food I replaced spoiled again. I contacted again both NewLeaf insurance and LG appliance customer service line and they both kept point fingers to each other. I again requested service from New Leaf and had a technician come service my refrigerator 10/26/2018, without any success. On 10/31, I received an email from LG stating they would reimburse me for my LG product. On 11/1 an LG technician again came to my home to service my unit and I informed him of the email I had received and he was not going to service my unit because per the LG email I had to remove the serial number and return via email to LG so they could process my reimbursement. After a bit of back and forth, the technician reluctantly attempted to fix the appliance with no success. I waited the four weeks the mail stated it would take to process my reimbursement to contact LG and find out the status of my reimbursement, only to be told that they made an error and that the email was for a humidifier, which Ive never purchased, and that my extended warranty had expired
so they were not going to send out anyone to service my unit, and I had to contact NewLeaf Insurance. I contacted NewLeaf and they directed me to LG!! At this point I submitted the food loss again. I then went to Howards appliance's where I purchased my refrigerator to see if they could step in and help me with this issue that had been a very frustrating hardship for my family especially around the holidays to be without a refrigerator! The Howards presidential team had LG send out a technician for service on 12/12/2018 and the tech took a component off the refrigerator, did not fix it because he stated to me it was not fixable, and left the component in the fridge without fixing it! Ive been dealing with Howards who had tried to step in as my voice with NewLeaf the insurance company to also help me receive my Food Loss claim that I submitted TWICE but they were also transferred around and still to this day I have not received my reimbursement. This has been such a stomach turning, frustrating experience because we bought a brand new appliance, bought the warranty to make it easy to get fix or help us out in case we need it and it has turned out to be a waste of money!! Every time I call New Leaf to ask for the status it seems they a passing the buck and no one seems to know what is going on with my reimbursement!! This should have been an easy fix, but turned out to be our nightmare! Ive submitted a Food Loss Claim TWICE to NewLeaf and have not been reimbursed! I JUST NEED HELP GETTING THIS MATTER RESOLVED PLEASE! MY HUSBAND AND I ARE BOTH RETIRED AND DON'T KNOW WHAT ELSE TO DO, WHO TO TURN TO, OR SAY TO GET THIS MATTER RESOLVED!
I would like New Leaf to please reimburse me the maximum food loss reimbursement I am entitled to receive for $200.00. Unfortunately I loss triple that amount since I was instructed by New Leaf to submit the Food Loss Reimbursement twice, and the initial food that was loss when my unit broke down, which totals $600.00.
On October 1, 2018 *** (Ms.) contacted New Leaf to advise her LG refrigerator was
not cooling or dispensing water. October 2nd New Leaf sent paperwork via email to
***@gmail.com regarding the process to obtain food loss reimbursement (attached). New Leaf
also arranged for LG to come service the refrigerator on October 3rd from 1PM5PM.
October 9th, New Leaf received the list of food Ms. lost when her refrigerator stopped cooling.
The refrigerator stopped cooling again on October 10th. New Leaf dispatched LG to go back to Ms.
***'s home on October 15th. Repairs to the refrigerator were completed on October 26, 2018.
October 31st, New Leaf received receipts for food purchased prior to October 26th. New Leaf rejected
these receipts due to food loss reimbursement is eligible after completion of the repairs.
Ms. called New Leaf October 31st to advise her refrigerator was not cooling. Service was arranged
for LG to return to assess the refrigerator on November 6, 2018 from 8AM12PM. New Leaf received
tech notes from LG on December 5, 2018 advising the refrigerator was deemed unrepairable. New Leaf
contacted LG for the case number to validate the unrepairable diagnosis. On December 11th, LG advised
that they are continuing repair efforts and would notify New leaf once a repair or replacement option is
being taken.
Ms. requested a replacement due to the number of repairs and also advised she had not received
any food loss reimbursement. New Leaf advised that replacement options have not been met at this
time and repairs would proceed unless LG advised the refrigerator could not be fixed, parts were not
available, or repairs were not cost effective. Based on Ms. frustrations, her food loss request
was escalated to upper management.
Although the process for food loss was not followed, New Leaf did issue a check for the max ($200) total
eligible for food loss over the life of the contract. Check# XXXXX was issued on January 1, 2019 for $200
to:
***
*** Dr
Covina, CA XXXXX
If Ms. requires additional assistance for her refrigerator, New Leaf can be contacted at XXXXXX
*** Ms. should be in receipt of her $200 food loss reimbursement check at this time.
Failure to fulfill extended warranty responsibilities and repair a wine fridge
Contract XXXXXXXX
Opened claim 10/29/18 because fridge was not cooling. Initial repair person sent by New Leaf did not show up for first appointment, came for second and was not very professional. Offered band-aid solution. Did not show up for subsequent appointment. Have been in contact with New Leaf customer service (including supervisors Marcus, Dwayne, Peyton and one other). We asked for a different service person due to concerns with quality of initial person they sent. Was told that they would try to find someone and then told I had to find my own repair person and be reimbursed. All this time my wife and I have called several times to try to get a resolution as we have nowhere to store our wine. I called approximately 10 different providers in our area and nobody would come to repair the fridge. During this time the fridge manufacturer (Edgestar) has also been contacting them. At one point I asked when they would just replace the fridge and was told that if they could not get it repaired. I was also told it was sent to their service locate group to find someone (this occurred on Thursday 1/10/19). I received an email on Friday, 1/11/19 saying they had found a provider. I was not able to call until 1/14/19 and then was told that the provider does not service in the area where we live. We again call New Leaf and spoke with a supervisor (Peyton?) and he said he would take our case and get back to us. I received a call from the provider who said they would come to do the repair. The service provider came on 1/16/19 and looked at the fridge. The part that had been sent by New Leaf to "repair the fridge" was useless. The repair tech indicated that contrary to what he was told by New Leaf the problem was much more involved than just replacing the coolant and that he would have to get an estimate. He was to send the report to New Leaf. My wife called New Leaf on 1/17/19 to discuss this and was placed on hold and nobody returned to the call.
Replacement of the wine fridge. We are now almost 3 months since our initial claim and have received poor customer care and no resolution.
On October 29, 2018, *** (Mr.) made a service request to New Leaf for his Edgestar wine cooler that had stopped cooling. New Leaf gathered Mr. product failure and reported these findings to Edgestar for the best course of action. Edgestar contacted New Leaf on October 31st and advised they had not been able to reach Mr. by phone to perform troubleshooting.
On November 12th, New Leaf was advised that Edgestar recommended Mr. to manually defrost his wine cooler. Edgestar indicated the troubleshooting they suggested did not correct the issue and therefore service should be dispatched. November 15, 2018, service was dispatched to Osbourne's Appliance Repair Service (Osborne's). Osbourne's sent in their estimate and diagnosis to New Leaf on November 28th. New Leaf assisted in ordering the part needed and approved Osbourne's to complete repairs.
On December 3rd and 4th Mr. informed New Leaf that Osborne's did not show for his scheduled service appointments. Mr. expressed frustrations with Osbourne's and demanded a different service provider. Mr. and New Leaf made several attempts to locate a provider who could complete repairs. January 15, 2019, Seattle Fridge Repair Service Center (Seattle Fridge), accepted New Leaf's dispatch to repair Mr. wine cooler.
January 17th, Seattle Fridge had reported that the wine cooler had a sealed system leak. This diagnosis was a provided to Edgestar to determine the next course of action. Edgestar advised that repairs were not recommended for this failure and New Leaf should proceed with other service options. New Leaf request Edgestar to provide details of a comparable replacement unit.
By January 23, 2019, New Leaf had gathered all the service details and was able to provide a replacement offer. New Leaf offer the same model wine cooler or a cashout for the current value of the replacement model. Mr. accepted the replacement model and provided pictures of the disposal of his defective wine cooler on January 24th.
Order #XXXXXXXX for an EdgeStar CWR1551DZ Stainless Steel Wine Cooler was sent via carrier, R+L Carriers, Tracking #XXXXXXXXX on January 25th. Tracking confirms Mr. replaced was delivered on January 28, 2019.
Sincerely
(The consumer indicated he/she DID NOT accept the response from the business.)
For the most part the response is accurate with the exception of a few things.
(1) We had to call multiple times (almost daily at times) to try and figure this out. During each call we were either met with inadequate customer service or were forwarded to a supervisor who made promises but never followed through.
(2) Osborne's repair never discussed a replacement part and missed two appointments. Did not call or anything.
(3) After Osborne failed to meet our expectations (reasons we expressed to New Leaf) we asked for a different provider. New Leaf then told us the only option was to find our own repair provider and submit a request for reimbursement. It was only after our persistence in contacting customer service (and an Edgestar Customer Service rep contacting them) for approximately 6 weeks that Seattle Fridge was scheduled. Seattle Fridge then said they would not come to our home as it was out of their service area. It was only after several more calls the New Leaf and Seattle Fridge agreed to come for the repair.
(4) A cash out option was never offered. The only option we were given was a replacement unit.
The entire reason of purchasing an extended warranty is to provide extended service and peace of mind. Neither of those occurred. By New Leaf's own admission it took 3 months to come to a resolution. They employ stall tactics and work with incompetent and unprofessional service providers and then assume no responsibility for issues that arise. My wife and I spent in excess of 20 hours on the phone dealing with this issue .... that is not acceptable customer service.
We purchased what we thought was Replacement Plan. We were given a summary sheet that under features and benefits listed, "Repair or Replace".
In June of 2015, we purchased a Kitchen Aid Model KUDE60HXSS along with a 5 year extended warranty with New Leaf Service Contract which would cover the dishwasher through June 2020. In September of this year we placed an order for repair which was completed on September 18, 2018. More recently in January of 2019 another issue came up which required service call. The repair person came out and we were later advised that the cost of the repair exceed the value of the warranty and the offered us a payment of $224.45 which according to New Leaf is the difference between the purchase price of $650 minus the first repair amount of $425.55. We are not in agreement with this as the policy that was sold and delineated in the Features and Benefits clearly states "repair or replace guarantee". We were never told that the our policy was only a repair policy with limits until we called in for the second service call.
The phone number for new leaf is XXX-XXX-XXXX, option #2 and the reference number is XXXXXXXX-X
Our original purchase Order #XXXXXXX, purchased from Ferguson Enterprises on 6/3/15. The 5 year extended warranty was bought for $119.00
The contract is misleading and deceitful. No where does it delineate that the warranty is for repair only as we have subsequently been told by New Leaf.
On September 17, 2018, Mr. contacted New Leaf to advise their $650.00 Kitchenaid dishwasher from Ferguson would not fill with water nor start the cycle. Service was dispatched to a repair facility called Flamingo Appliance who scheduled the ***'s for September 19th. Flamingo Appliance contacted New Leaf on September 21st, to request approval for their estimate and diagnostic. New Leaf provided approval for $340.55 in repairs. These repairs were completed on or about September 28, 2018.
January 7, 2019, Mr. dishwasher would not fill or dispense with water. Flamingo Appliance was dispatched again to assist with repairs. On January 8th, Flamingo Appliance notified New Leaf that parts and labor would cost $433.08. This total combined with the previous repair amount would exceed the dishwasher's original purchase of $650.00.
New Leaf is obligated to pay Flamingo for their trip and diagnostic of $85.00. Deducting this trip and diagnostic fee from the amount of the repairs in 2018, leaves a remaining contract balance of $224.45. Mr. has a limit of liability clause in his terms and conditions. This clause states, that the most New Leaf can pay to repair or replace a product is the cost of the unit minus any repairs. $425.55 has been used in repair efforts and deduct from the original purchase price of $650.00.
New Leaf is currently awaiting confirmation of the ship to address for the settlement check to be sent.
Sincerely
on 10/2015 purchased dishwasher.had problems last year.company can out 5 time to fix problem.they replaced all parts was working.1/2019 problem again.
dishwaser still having the same problem .not working.warrenty still in effect unti 10/2019.company wants to cah out and settle for 161.00.so I am eatinh the diswasher.I want a new dishwasher.purchased price with extened warrenty812.06.model# *** fXXXXXXXX.Purchased at appliance direct.sales rep.luis pujols.having issues with service dept at new leaf service in irving text spoke to a juan.problem started last year 2018 and still having priblems.
I want a dishwasher that works.resolution would be same make and model dishwasher.
On May 29, 2018 *** (Mr.) contacted New Leaf regarding his Kitchenaid dishwasher that would not turn on. Service was dispatched to All Set Appliance Repairs (All Set). On June 6th, All Set indicated to New Leaf what parts were required and confirmed the failure with the dishwasher. New approved the parts needed and advised All Set to proceed with repairs on June 7th. New Leaf was notified on June 13, 2018, that repairs were completed, and Mr. dishwasher was repaired.
June 19, 2018, Mr. contacted New Leaf to advise the dishwasher was not completing a full cycle and the soap was not dissolving. All Set was dispatched to assist again. An additional part was required, and All Set was able to install and complete repairs for this issue on or about June 27th.
July 2nd, the dishwasher began experiencing the same issue again. All Set guarantees their work for 30 days from the repair completion date and agreed to go back to Mr. home to reassess the dishwasher issue. Additional parts were requested on July the 5th and approved by New Leaf on July the 6th. By July the 11th, the dishwasher was repaired.
December 27, 2018, Mr. contacted New Leaf to advise the dishwasher was not completing cycles and the panel was flashing. Based on the previous failures and repairs, New Leaf advised Mr., his claim would be sent for review for other service options.
On January 5, 2019, New Leaf offered Mr. a store credit to his retailer Appliance Direct for the remaining product balance of $161.42. The contract has a limit of liability clause that indicates the most New Leaf can pay on any contract is the cost of the dishwasher. Mr. escalated due to his dissatisfaction with the settlement offer. New Leaf agreed to review additional options. On January 7th, New Leaf countered its original offer and provided a new settlement amount of $614.00.
Mr. accepted this offer on January 28, 2019. New Leaf issued authorization to Appliance Direct on this date and advised Mr. to contact Appliance Direct in 24 to 48 hours to facilitate receiving his store credit to purchase a new dishwasher.
Extended warranty company is responsible for costs of repairs to my refrigerator. They have not reimbursed me.
Purchased an extended warranty from this company for my refrigerator. I paid out-of-pocket for one repair, but they denied my claim because the service tech company they assigned to the service call took too long to make the repair, which did not fix the problem. Now they've offered to pay for the repair of the actual problem in exchange for buying me out of the contract. That was in October; it is now almost January.
I would like them to pay me the money they said they would pay me for the repairs.
The business has sent the check. The matter is resolved.
New Leaf has been unable to provide repair to my kitchen appliance. The effort has been in process since June 27,2018 and is still not resolved.
April 28, 2014:
I purchased an expensive, near top-of-the-line combination cooling/freezer under-counter drawer unit along with a New Leaf 5 year ServicePro Kitchen Appliance plan (SOXXXXXXXX-X).
U-LINE
Serial Number:XXXXXXX-XX-XXX
Model ***
paid $2899.00
Sept 01, 2014:
The unit was put into service.
June 2018:
The unit began to have trouble. Makes lots of noise and won't cool or freeze.
June 27, 2018:
I called New Leaf and was given the name of a local service vendor.
July 13, 2018:
Was visited by a rude technician who diagnosed my unit as needing a part.
August 8, 2018:
I was alerted the parts had arrived and I arranged for another service call.
August 9, 2018:
Visited by the same technician who tried to replace the part but we were told the part was bad and the part would have to be re-ordered.
I waited a few weeks and called the local service vendor for an update.
I was told they would have to get in touch with technician and would return my call. No call back.
I waited a couple of days and called back and was again told they had to get in touch with the technician.
They never returned my call.
Sept 24, 2018:
As my contract is with New Leaf and not the local service provider, I called New Leaf to escalate. I will mention that this was my second call to New Leaf regarding the issue, my first call ended up with the New Leaf representative telling me they would follow up with the service provider and get back to me. New Leaf was given the same story by the service provider and I gave the issue more time to resolve itself.
This second call ended up with the representative calling the service provider and being told by the service provider that they would have to talk to the technician and get back to them. I explained to New Leaf that this was the same thing I had been hearing for months.
I then asked to talk to a supervisor and explained the situation, my frustration and my lack of faith in the service provider to even fix my appliance. The supervisor told me he would get involved and update me by the close of business. I haven't heard from New Leaf since. I haven't heard from the service provider since. I still have a broken freezer.
Dec 27,2018:
While the story of the service provider is consistent no matter who calls, I have an extended service contract with New Leaf to fix my unit and the unit isn't fixed after many, many months.
I have been more than patient up to this point and need my appliance fixed or replaced with a functioning unit of the same tier.
While it is New Leaf's responsibility to do this with whatever service provider they choose, the current service provider is proving to be unable to meet the required need to the standards New Leaf markets on their website. New Leaf is having trouble meeting these standards as well.
For reference, I am including following quote from their website:
About Who is New Leaf?
A WHOLE NEW APPROACH
Everyday, the service contract industry is becoming less and less diversified. Major service contract players have consolidated and are allowing insurance companies to dominate their business. Not us. We know that the customer is what drives business and we're tired of watching customers jump through hoops to get the service they deserve.
That's why we founded New Leaf, located in Irving, Texas. With over 50 years of combined experience in the service contract industry, we decided it was time to turn over a New Leaf. We focus on being a customer-centric operation by creating an environment where customers actually get what they believe they paid for.
Join us as we revolutionize the marketplace by introducing new and innovative service plan solutions that support the ever-changing business environment and put customers first.
I would like New Leaf to honor their contract and fix my kitchen appliance. If they cannot fix the unit, by all rights, they should provide me with a functioning unit of the same tier and functionality or money for a replacement. They should have insurance for this sort of thing. I purchased insurance against failure of an expensive appliance, they should have business insurance that protects them. I haven't had a functioning freezer for many, many months based on their business's inability to provide their core service.
January 21, 2019
Lee Stallings Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX 75201
Re: Case# ***
Dear Mr. Stallings,
On June 26, 2018, *** (Mr.) contacted New Leaf to advise his U-Line refrigerator was not cooling and making loud noises. Mr. Appliance of New York City (Mr. was dispatched on June 26th to assist in repairs. July 23rd, New Leaf received a diagnosis and estimate from Mr. regarding how to proceed with repairs.
There were discrepancies regarding the model and serial number verified as well as the costs to repair. On July 25th, the estimate was approved and notified for Mr. to proceed with repairs. August 10, 2018, New Leaf received an invoice to pay Mr. for repairs, however the invoice did not confirm repairs were completed. On the same day, New Leaf requested further information from Mr. Appliance regarding repair status.
October 1st, Mr. contacted New Leaf to advise his unit was still unrepaired. New Leaf reached out Mr. again for more information regarding Mr. repair. October 15th, it was determined that some of the parts needed were received defective and needed to be reordered. New Leaf requested more information from Mr. regarding what parts were received defective and New Leaf would attempt to assist in obtaining these for them.
New Leaf received Mr. Revdex.com complaint and determined Mr. had still not provided the details to which parts were needed for New leaf to assist. January 7, 2019, New leaf obtained the details necessary and assisted by ordering parts. Parts were received on installed on January 14th but did not repair the issue.
New Leaf is reviewing all service options to determine how to proceed based on repair efforts made and down time.
Sincerely, *** D *** New Leaf Customer Care
The unit is still not fixed. There have been more attempts by Mr. to fix the unit with the new parts. The initial attempt resulted in a unit that still did not work after the technician told us it just needed time to cool down. I called New Leaf to result next steps as it seems that Mr. Appliance cannot fix the unit, regardless of what parts are made available. I suggested that New Leaf give the repair to another service provider. Initially it seemed like there was a workflow for getting a second opinion as to the inability of Mr. Appliance to fix the unit. I was then transferred to the Front Line and was told flat out that I was stuck with Mr. Appliance due to New Leaf & Mr. Appliance contracts and that Mr. Appliance has the right to try and fix it. It seems I HAVE NO RIGHTS in the matter, all I have is a NON FUNCTIONING unit and a lot of mumbo jumbo from people who don't want to solve the problem. I was told I had the right to request another technician from Mr. Appliance and did so. After a bit of a delay (another week), another techitian came, spent some time trying to fix the unit and ended up frying some of the new parts dues to what he called bad wiring. He proposed taking the unit to his shop for repair and I was told I would get a call by the end of the week to schedule a pickup. No call ... I called them this morning (2/25/19) and was told the technitian did not make any notes about this pickup and they would get back to me. Everyone is going to get back to me and never does ... the only thing that has made anything move is this Better Busine Bureau process ... but still the movement is not resulting in any sort of fix to my original problem from 2018 ... and time just keeps going by .... THIS CASE IS NOT EVEN REMOTELY RESOLVED.
did not honor service contract
I called for yet another repair for the same recurring issue in late October. Repair man came November 22. He told me the unit was not repairable. I called New leaf two weeks ago, they said they'd send a settlement out on December 12. I called again on December 18. They said they'd call back. They never did. I got a voicemail from a new repair person saying they wanted to check the unit again and make an appointment after the holidays. OK, three months with a broken dishwasher? I called New Leaf back. They said they wanted to verify the issue and then they would "call me to offer a settlement..."
I want a check for the purchase price of the unit. Glad to discuss with local media
January 11, 2019
*** Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On February 20, 2018, *** (Mr.) contacted New Leaf regarding his Electrolux dishwasher that was malfunctioning. He indicated the dishwasher was giving an error I20 message and would not pump water out of the bottom of the unit. Service was dispatched to Fix-Right Corporation (Fix-Right) on the same day.
The following day Fix-Right had been to the home and advised New Leaf that the spray arm was sticking and causing the unit to malfunction. Fix-Right freed the spray arm for proper movement to allow the cycles to perform correctly.
March 15, 2018, Mr., contacted New Leaf to advise the unit was experiencing the error I20 message and would not pump the water out again. Fix-Right guarantees their work for 30 days from the date of repair completion and agreed to return to Mr. home to reassess the dishwasher.
On March 23rd, Fix-Right advised they had been to Mr. home and found an object in the drain pump housing that was stopping the impeller from turning. They removed the object to restore use of the dishwasher and advised Mr. that they would not return to the home again if the dishwasher was not being used properly.
November 9, 2018, Mr. contacted New Leaf to advise his dishwasher now had no power at all. Service was dispatched to Fix-Right for assistance. November 12th, Mr. advised New Leaf he did not wish to use Fix-Right again and New Leaf authorized a 2nd opinion to a company called Value Appliance. Value went to Mr. home on November 17th and called New Leaf for approval for parts and labor. New Leaf and Value Appliance could not come to an agreement for the rates of service and therefore service had to be allocated to a new repair company due to Value Appliance refusal to agree to New Leaf's rates.
November 18th, New Leaf issued a new service order to Active Appliance Family (Active) to assist with repairs. January 3, 2019, Active contacted New Leaf to advise they were closing the service order on their end as Mr. would not schedule an appointment. New Leaf contacted Mr. who indicated he was informed by the technician from Value Appliance that his unit was unrepairable. New Leaf apologized to Mr. but indicated they would be proceeding with repairs as no diagnosis was provided to them that indicated the unit could be fixed. Asked that he contacted Active to arrange and appointment for service.
New Leaf Service Contracts, LLC *** Freeport *** Suite *** Irving, Texas XXXXX Office: ***
New Leaf is pending an update from Mr. that he will agree to proceed with repairs since his dishwasher appears to be repairable based on the diagnosis given at this time.
Sincerely, *** D *** New Leaf Customer Care
New Leaf did not honor their "50% Back Guarantee". They admit they provided an invalid address to which I timely mailed all required information.
I purchased a 5yr extended warranty plan (#XXXXXXXXXXXXXXX)from New Leaf on 7/19/13 for $89.99. New Leaf guaranteed to issue a gift card equal to 50% of the purchase price if no service calls and no paid claims were made during the full 5yr term, and if the service plan was properly registered. New Leaf does not dispute that I complied with these terms. To redeem the gift card, New Leaf required that within 30 days of the plan expiration, a completed original certificate, copies of sales receipts of appliance and service plan, and original ServicePro card be mailed to ServicePro, 50% Back Guarantee, 8700 Freeport Parkway, Irving, Texas XXXXX. On 7/20/18 I mailed all required documentation to the above provided address. My submission was returned by the Post Office as "NOT DELIVERABLE, UNABLE TO FORWARD". Next, on 8/1/18 I submitted all required documents to New Leaf at 799 Windmiller Drive, Pickerington, Ohio XXXXX. Having received no gift card after 8 wks, I called New Leaf on 9/24/18. I was told that they had moved to a new address and they had no record of my submission. I was told to send copies of my submission to their new address at 909 Lake Carolyn Parkway, Suite 500, Irving, Texas XXXXX, which I did on 9/25/18. Unbeknownst to me at that time, on 10/30/18 Sherie Campbell of New Leaf in Pickerington, Ohio sent my submission containing all the originals to New Leaf, 909 Lake Carolyn Parkway, Suite 900, Irving, Texas XXXXX. So, now New Leaf has the originals (at Suite 900) as well as copies (at Suite 500) of everything. Having received no gift card after an additional 6 wks, I called again on 11/12/18. I was told that they had received my submission (which one, I do not know) and that it would be processed soon. On 11/27/18 (having been away for Thanksgiving) I received a letter from New Leaf dated 11/15/18 in which they declined to honor my submission because of a "Missing Original Card". On 11/28/18 I sent an email to New Leaf at ***@newleafsc.net disputing their decision, and attaching again copies of all required information, reiterating that I had completely complied with their requirements and that I expected them to honor their Guarantee. Given that this process has been ongoing since July and that I have spent much time and effort to receive my $45, I stated that I expected to receive the Gift Card by 12/15/18. On 12/7/18, Tavan Hernandez of New Leaf sent me an email response that again stated that I was ineligible for my gift card because I lacked the original ServicePro Card. I returned his email and asked how New Leaf expected me to submit an original card again when it was already submitted and received by New Leaf. Perhaps New Leaf should check with whoever opened Ms Sherie Campbell's forwarded mail to New Leaf at Suite 900 which contains all the originals. It is clear by now that New Leaf is in breach of their guarantee.
Issue my Gift Card in the amount of $45. And an apology would be nice.
view attachment
(The consumer indicated he/she DID NOT accept the response from the business.)
Each time I contact New Leaf to question why they do not honor their Guarantee I get a new reason, like I'm playing "Whack-a-Mole". Now the latest "Mole" is that Ms. asserts that the reason is that there is no recognition of my contract in New Leaf's system. Please refer to page 7 of 8 of Ms. attachments, the New Leaf Service Pro Product Registration. This is clear proof that my contract was duly registered in New Leaf's system in 2013.
Furthermore, Ms. should check New Leaf's recorded call that I made to them on September 24, 2018. I called them to find out the status of my Gift Card; I had already mailed all of my documents. She misrepresents the essence of that call. It was during that call that New Leaf, for the first time, provided a valid address. New Leaf had supposedly moved locations and did not make arrangements to receive mail at their new location. Imagine all of their customers who fail to secure their rightful Gift Card because of New Leaf's negligence, either willful or unintentional.
After their "incorrect address Mole", the next "need more time Mole" appeared on November 12, 2018, when I called, again, to find out the status of my Gift Card. They acknowledged that they had my documents, but needed more time to review and process my Gift Card.
After their "need more time Mole", the next "all documents not received Mole" appeared on November 15, 2018, as their latest excuse for not honoring their Guarantee because they did not have the Service Pro scratch card.
But wait! Now they acknowledge that they have the Service Pro scratch card, but the "contract not registered Mole" appears! They will not honor their guarantee because the contact is not registered in New Leaf's system.
Unbelievable! As I stated at the outset of this response, please check out their attachment that proves that my contract was indeed duly registered in their system in 2013. Apparently, this is just another "Mole" in New Leaf's saga of stalling tactics to avoid honoring their Guarantee. Now that this "not in the system Mole" has been likewise dispatched, I await with bated breath (and my mallet!) for their next "Mole" to appear. Or, optimist that I am, maybe they will do the right thing and issue me the $45 Gift Card to which I am entitled, and maybe even offer me an apology.
New Leaf apologizes for Mr. frustration. His plan was purchased in 2013. A forwarding address cannot be on record via the USPS for more than 12 months. New Leaf made no intentional efforts to avoid communicating with Mr. of the new location to mail his documents.
Call history was reviewed, but no guarantees were made that his gift card was on the way. The details provided to him outline receipt of his documents and the process to review his request was under way. New Leaf does not dispute registration of his plan. He is infact registered and New Leaf can validate such based on the contract number generated (NLXXXXXXX).
New Leaf's position and stance is based on all the required documents needed to process the 50% back were not received. The Service Pro scratch card was not included when the paperwork was submitted. It does appear Mr. had this card at some point in order to register his contract. However, this card was not included in the 50% back paperwork submission. Without all the required documents this eliminates eligibility for 50% back.
Attached to this email you will find the documents New Leaf received from Mr.. Below is a snippet of a Service Pro scratch card that is used to register than a plan in New Leaf's system. This Service Pro scratch card is what is missing from the required documents in order to provide any funds for the contract price.
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see Attachment 5, ServicePro Card part 1, and Attachment 6, ServicePro Card part 2, attachments to my original Revdex.com complaint filed 12/16/18. This is not a snippet of a Service Pro scratch card; this is a copy of my entire Service Pro scratch card mailed to New Leaf last July along with all of the other required documents. Why Ms. fails to include this document along with the other documents they acknowledge receiving, all of which were in the same envelope, appears to indicate yet again that New Leaf does not intend, under any circumstances, to honor their 50% Back guarantee.
In her last response, Ms. stated that the reason they would not honor their guarantee was that my contract was not in their system. Now, after proving that to be false, she admits that in fact my contract is in their system.
In her last response, Ms. stated that "the Service Pro scratch card was included when the paperwork was submitted". Now, it is missing? As requested, please review my copy of the so-called missing card.
"Whack-A-Mole" continues! I need to order more mallets! What "Mole" will New Leaf possibly pop up next to be their excuse for not honoring my legitimate $45 rebate? Yes, $45! No trailing zeroes missing! Not $450! Not $4500! But I shall remain an optimist that New Leaf will do the right thing.
New Leaf tried to extort us out of $185 for a service call they claimed wasn't covered under the regular warranty. However, the service call was two fold - 1) To repair an issue that was covered and 2) To investigate a strange noise which ended up not being covered. New Leaf has not been reliable or timely or honest fixing any issues to date. I would not recommend purchasing a policy under this company for your machines unless you are ok with having a machine out of service or giving the company money unnecessarily. Very bad business.
Please send us an email at [email protected]. We would like to further research this matter for you.
Company cancelled repair order for my microwave under 5yr warranty, offered cash out payment of $521.50 in September/October e-mail, and has not paid.
I purchased a Thermodore microwave and 5yr warranty from Ferguson Enterprises in August 2015. My Thermadore microwave (Serial No. XXXXXXXXXXXXXXXXXXXX) stopped working in September 2018. I contacted Ferguson about this and the fact that I had purchased a 5-yr warranty from them via Customer No. XXXXXX. I was advised to contact New Leaf Services, which I did in September 2018. New Leaf sent out a technician from Solar Refrigeration in September 2018 to estimate the cost of repairof my microwave. The technician ordered 2 parts to repair it. However, Solar Refrigeration subsequently called me to advise me that New Leaf had cancelled my repair installation order and advised me that I may receive a call from New Leaf, offering me a cash settlement instead. Because I had not been informed of the cancellation repair, I asked for the number for New Leaf and contacted them at XXX-XXX-XXXX regarding my Service Order SXXXXXXXXX. In October, I spoke to AJ at New Leaf at (XXX) XXX-XXXX about the matter. He confirmed the cash payment offer and said a check would be issued within 30 days. He asked that I confirm that I was the customer of *** Inc, and ***, Showroom Manager of Ferguson,(***@ferguson.com) and *** (***@ferguson.com) in Metairie, La have confirmed to New Leaf that I am the customer in this matter. *** can be reached at (XXX)XXX-XXXX (c) and he and *** can be reached at (XXX)XXX-XXXX. In December 2018, *** of *** advised me that New Leaf had issued a check on 11/27/18 and that it would take up to 14 days to receive it. Abner from New Leaf (at ***@newleafsc.net) confirmed that my cash offer had been pre-approved on 11/27, but said that I should be expecting a check within 30 days. However, I have been advised of this (to expect a check) before. In e-mails to me, New Leaf makes reference to #F05CBE and #E8F30E and my service number, above. Since New Leaf failed to repair my microwave, cancelled my repair, and has failed to pay me a refund as promised, despite my ongoing efforts since September 2018, I am seeking your assistance to resolve this problem.
Refund of $521.50 as promised.
Thank you for your response below and action.
Today, I received a check from New Leaf Services LLC payable to CHEEKS, but it does have my home address on it.
So, I will present it to my bank for deposit.
Again, thank you for your prompt response and action.
Best regards
The company offers a 50% money back guarantee if you do not use their service contract within the 4 year contracted period. We have 3 service contacts
We were given four 50% off coupons in 2014. The items were purchased in 2013. A vent a hood, capital range, marvel beverage cooler and refrigerator. The refrigerator had service so that item is eliminated from the complaint. The other three items had no service on them. On or about Sept 28th I received a complementary phone call telling me that my items were coming up for renewal or reimbursement. October 2 2018 was when the paperwork needed to be submitted. Not much time to gather all the necessary paperwork to get reimbursed. However, we did manage to get everything there in a timely manner. We were missing the original 50% back guarantee certificates so we went back to the company that we purchased the appliances from and they immediately sent us new 50% back certificates which were included in our original correspondance. No one contacted us from New Leaf stating that the certificates we provided were not acceptable. We had found the original certificates but had no idea that they were not accepting the certificates we provided, until a week or so ago. We received no courtesy call and no correspondence until the beginning of December way after the allowed time to rectify the situation. We feel that it was done intentionally so that we would not have to be reimbursed. When I called today again to complain I was told that an email would be sent so that I could forward the proper certificates and hope to get reimbursed. I had to track down the person that I spoke to who never sent the email and was then told that it's a no go. Again, for a service business I received no cooperation or service. I am hoping that you can get our money back as we complied with everything we were told and were conveniently ignored for their benefit.
Reimbursement for the 50% money back guarantee
11/23/2018
***
3751 Mahlon Brower Drive
Oceanside, New York XXXXX
RE: 50% Back Submission
Dear ***,
We have received your 50% Back Guarantee submission.
Your documents are being returned for the reason(s) below:
Missing Original Certificate
Contracts : NLXXXXXXX NLXXXXXXX NLXXXXXXX Ineligible
Missing Original Certificates.
Certificate Date:
January 3, 2019
***
Revdex.com Serving Dallas and North Texas
1601 Elm Street, Ste 3838
Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On October 4, 2018, New Leaf received a call from *** (Mrs.) with questions about the 50% back guarantee. New Leaf educated Ms. of the 50% back guarantee and its processes.
The 50% back guarantee is a benefit offered to Liebert's - Royal Green customers who have purchased a 5-year service contract on an appliance. This benefit provides a check from New Leaf for half the cost of the service contract. To qualify for this benefit, there cannot be any service calls made and no claims paid within the 5 years of coverage. The original certificate that is provided by Liebert's - Royal Green at the time of purchase of the contract must be mailed to New Leaf within 30 days of expiration, along with a copy of the original invoice for the service contract and the appliance.
New Leaf reflects 4 service contracts purchased by Mrs.. A LG refrigerator on December 13, 2013, and a Vent-A-Hood range hood, Marvel beverage center, and a Capital range oven on October 9, 2013. The LG refrigerator contract reflects repairs and paid claims that would make this contract ineligible for the 50% back. However, the remaining 3 contracts could be considered for 50% back as of September 1, 2018.
On November 9, 2018, New Leaf received a call from Mrs. advising she sent in her paperwork for the 50% back about a month ago to the address on the certificate (P.O. Box #143428 Irving, TX XXXXX-XXXX). New Leaf asked Mrs. to allow time for this P.O. Box to be checked but a notification would be sent to the appropriate persons to advise Mrs. was following up on her submission for 50% back.
On November 23, 2018, New Leaf had received Mrs. paperwork regarding 50% back on her range hood, beverage center, and range oven. The paperwork received included proof of purchase of the 3 appliances and the invoices for their service contracts. There were also 3 certificates included dated 5/9/18. The dates on these certificates indicate that Mrs. was issued new certificates at some point by her retailer, Liebert's - Royal Green. The instructions on the certificates do state the original certificates from the time of purchase must be provided to New Leaf in order to be eligible for the 50% back guarantee.
Upper management has thoroughly reviewed this case. This matter has been addressed with Liebert's - Royal Green as well. New certificates should not have been issued to Mrs.. Without the original certificates it does disqualify Mrs. from receiving half of the cost of her service contract costs. A letter dated November 23, 2018 was sent to Mrs. to apologize that her request to be
New Leaf Service Contracts, LLC 8700 Freeport Parkway, Suite 210 Irving, Texas XXXXX Office: 972.573.1265 www.trynewleaf.com
reimbursed half the costs of the 3 service contracts was denied due to the original certificates she would have received at the time of purchase of the contracts was not included. New Leaf cannot accept reissued certificates, even if provided from the retailer.
11/23/2018
***
3751 Mahlon Brower Drive
Oceanside, New York XXXXX
RE: 50% Back Submission
Dear ***,
We have received your 50% Back Guarantee submission.
Your documents are being returned for the reason(s) below:
Missing Original Certificate
Contracts : NLXXXXXXX NLXXXXXXX NLXXXXXXX Ineligible
Missing Original Certificates.
Certificate Date:
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not know that New Leaf would not accept the replacement certificates that we were provided with by Royal Green. We were never contacted until after the expiration time that what we submitted was not acceptable. We actually found the original certificates prior to the expiration and would have gladly submitted them had we known that what we sent was not permissible. I think that this issue is between New Leaf and Royal Green as these companies that do business together should communicate as to what is acceptable practice. We also should have been notified by New Leaf as to the fact that they would not accept the newly provided certificates and given us a chance to rectify the situation not have deliberately waited until the timeframe elapsed. We would be happy to furnish the original certificates to New Leaf upon request.
ATAs have been sent to both parties