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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Terrible Service. Many calls over many months with no resolution. Had to argue with the store to replace the appliance since the service team was not able to fix the issue.
Our apologies we could not resolve your issue to your expectations.
see Attached documentClick here to Get the File - use the Password: 12D7DEEAhttps://bluecomplaints.Revdex.com.org/attachment/?c=13243928
Other (requires explanation) see Attached document
December 28, 2018
*** Revdex.com Serving Dallas and North Texas *** Street, Ste *** Dallas, TX XXXXX
Re: Case# ***
Dear ***
On April 12, 2017, *** (Mrs.) contacted New Leaf to advise her Thermador double wall oven was not holding a temperature. New Leaf advised Mrs. they would be happy to assist with dispatching a service provider. She was also informed that if the technician determines there is not a problem with the unit or there is not a mechanical or electrical malfunction that requires repair, she could be charge for the cost of the service call (trip and diagnostic fee). A manufacturer authorized provider, Appliance & Refrigeration Hospital, was dispatched on April 18th and scheduled for a diagnostic on April 20th.
On April 21st, New Leaf received a notification from Appliance & Refrigeration Hospital regarding the diagnostic that was performed. The service provider indicated Mrs. was "Having issues the with oven rack bearings. They troubleshot the racks, and all appeared okay. Mrs. did not want to replace the racks. Also, temperatures were tested in the oven and they looked accurate. All tested okay. Mrs. was educated on oven use."
According to the terms and conditions, user education is an exclusion from coverage. New Leaf provided payment to Appliance & Refrigeration Hospital on May 16th. Mrs. would be responsible for reimbursing New Leaf for this payment on a non-covered issue (as outlined in paragraph one). Mrs. received a letter on May 5, 2017 regarding this information.
November 20, 2018, Mrs. contacted New Leaf for service on a new issue. Mrs. was reminded of the service call from April 20, 2017 that was not covered. Until New Leaf is reimbursed for the last service call, no additional service requests would be created. New Leaf is awaiting payment for $79.00 before proceeding with any service. The time that has lapsed from the April 20th service date to now, implies the unit was working appropriately.
Sincerely, *** New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had no response from BASCO, Thermador, or New Leaf regarding the ongoing problems that we have had with the Thermador double oven which was purchased from BASCO in January of 2015 and installed in April of 2015 (Model med272js) along with a Thermador dishwasher, cooktop, hood and fan, and a U-Line icemaker.
To reiterate, the oven thermostat was at least 50 degrees off when I first called New Leaf. They use the Appliance & Refrigeration (www.appliancehospital.com) for their warranty work. The fellow who came out said that the maximum adjustment he could make was 25º. I purchased an oven thermometer so I could tell what the temperature of the oven actually was. Because the oven signal would go off (supposedly when it reached the temperature it was set at) I bought a second oven thermometer and both my purchased thermometers would indicate that when the oven signaled it had reached the temperature for which it was set, it was actually as much as 75º lower. And it would take at least 25 minutes to reach the "correct" temperature. If I lowered the temperature, it would drop 50º below what it was supposed to be. Thus, I called New Leaf a second time to send someone out to fix the oven's thermostat. While he was there I asked him to check the oven racks because they were very difficult to get in and out. He said there was nothing wrong with them either. The same fellow came out who had previously come out and said there was nothing more that he could do. This does not mean that nothing was wrong with the oven and it seems to me that it should have been replaced.
It was after several recalls on the dishwasher (which also still works poorly) that the metal lever in the icemaker would not stay up (which prevents it from making so much ice it spills out when you open the door to the icemaker). Since the oven had not been fixed or, to my knowledge, Thermador/BASCO notified by New Leaf that it was unfixable and needed to be replaced, I was reluctant to pay New Leaf for a repair that in fact, did not take place. I eventually sent them a check in November but it came back and so I sent a check out again in December because there did not seem to be any way to get them to address the other issues with these the appliances covered by this extended warranty.
As I previously wrote, two days before Thanksgiving this year the upper oven went on Clean mode and I could not get it off of that mode. I eventually called Thermador and was told to push the pause button twice (which didn't work) and then was told just to leave it on Clean mode until it had finished cleaning. Which I did. But it still was stuck on clean. I read and re-read the manual but could find nothing to solve the problem. Then, two days after Thanksgiving, I noticed that one of the 42 buttons said "Clear". And when I touched the button it took it off the "Clean" mode.
That being said, the icemaker still does not work properly and I have to prop up the arm with a large cup to keep the ice from over-flowiing the container and spilling out on the floor when you open the door.
Additionally, a new problem came up over the holidays when the RH light in the hood and vent over the cooktop burned out. I called Thermador to order a new one but they did not come with the Hood and Fan but had to be purchased separately by BASCO and installed. So, after searching endlessly on line I finally found the bulbs (made by BOSCH) and ordered 4 of them just to be on the safe side.
The point we are at now is that we feel the double oven should be replaced by Thermador and the icemaker still needs to be repaired.
This experience has been traumatizing and caused me to have endless distress. I have read the huge document sent by New Leaf and it is deplorable. It seems to me this matter should also include Thermador and/or BASCO as these appliances are defective and have been since they were installed.
Sincerely,
***.
After a long and complex dishwasher situation and an extreme dose of patience, New Leaf came through with a very fair solution. We appreciate New Leaf's listening ability (especially Cody). We are retired and had the time to follow up and persist. The process could be challenging for working customers who do not have the time and energy to spend on warranty issues. Thanks to New Leaf team!
We appreciate your feedback. We are open ways to help make your experience better!
New leaf Service contract. New Leaf is not paying the bill from GE
I have a New Leaf service contract XXXXX-XXXXX-XXXXX. This is for a washing machine that I had a repair issue with. Contacted New Leaf and they set up a repair that was done by GE. I was told that the appliance was covered and that New Leaf will pay. This was 8 Oct 2018. 1 November I get a bill from GE asking for the payment. I contact New Leaf and GE to see what the problem was. New leaf said they sent the payment but GE said they did not get it. I was told that New Leaf will submit the payment and not to worry. 30 Nov I get another bill from GE Bill still not paid. Contacted New Leaf and they said they will pay the GE bill. Contacted New Leaf 3 Dec and was told they don't have the bill and to send it to them. Asked for a specific person to email it to I was told just to the regular email address.
The did not mention in October that they did not have a copy of the GE bill. Then they said it was paid or going to be paid. They are giving me mis-information every time I call. Can they just pay the bill? I do not want this to go on my credit record.
Thank you
Just pay the bill and notify me when this is done.
December 26, 2018
*** Revdex.com Serving Dallas and North Texas *** Street, Ste *** Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On October 8, 2018, New Leaf was contacted by *** (Mr.) regarding his GE washer that was leaking. Service was dispatched the same day to GE for repairs. Mr. was scheduled for October 10th between 1pm and 5pm, confirmation# XXXXXXXXX.
On November 1st, Mr. contacted New Leaf to advise he received a bill for $135.84 from GE for the service call in October. New Leaf requested Mr. to provide a copy of the invoice he received from GE for further investigation to be done. Mr. reached out to New Leaf again on November 29th to reiterate that he had a bill from GE that required payment. This information was forwarded to the Claims department to contact GE directly to try and obtain the bill. New Leaf also reached back out to Mr. to request his copy of the invoice as well on November 30th.
On December 3, 2018, Mr. advised New Leaf he would send over his bill from GE. Once New Leaf was in receipt of the bill, it was provided to the Claims department for further handling. December 5th, New Leaf was able to get in contact with GE regarding Mr. bill. GE indicated to New Leaf that they will stop billing the customer and the bill redirected to New Leaf.
Mr. will be updated with this information as well and should no longer receive any more invoices from GE.
Sincerely, Tori *** New Leaf Customer Care
(The consumer indicated he/she ACCEPTED the response from the business.)
Was happy that the bill was taken care of and will not be receiving any more bills from GE.
Thank you very much for your help in resolving this problem.
I'm always skeptical making large purchases online and even more so with additional warranty contracts but I hold my breath and get the extra protection. My refrigerator started having problems so I called to make a claim and the service was wonderful. I feel much better about my warranty purchase.
Wonderful! Thank you for allowing us to service you.
I've had to use my service with them twice for a brand new Samsung dryer. The second time, I could hear my dryer was faulting (drum noise). I called New Leaf and they informed me that, per the contract, my dryer had to be COMPLETELY INOPERABLE before I could place a service call! This is rediculous! Obviously, I scheduled a repair anyways. The day he was coming to my home, my dryer failed. We called New Leaf and they were refusing to cover my warranted part because I had already called the service company first!
After some arguing, and a lot of paperwork, I was reimbursed by New Leaf, but warned that my appliance must be completely out of commission, and contact them, before I can get a service appointment. REDUCULOUS RULE!
We apologize if we have not your met your expectations. Please understand that our service contracts are to provide repair for failure to parts or components that require replacement. Noises are considered exclusions from coverage. We will be happy to assist if a mechanical or electrical malfunction takes place that requires our certified technicians to restore.
Warranty Purchased but not honored, Billed for no repair needed but the repair was not made and Dryer still is not working properly.
We purchased a Samsung dryer a few years ago the belt when you start it up slips and squeals before it activates the drum we called New Leaf service contractor to come out to have a repairman come out they sent Jim's appliance repair out of Hastings Minnesota to fix it we told him that the belt was squealing but on his repair order it says dryer does not come on right away that is not what was told to the repair man we got charged $101.40 from New Leaf Service Contract and in the service contract if Jim's Appliance would have done just the minimum and put on a new belt this would have probably fix the dryer and we would not be charged $101.40 for no work done. what I would like to see happen is a New Leaf service provide a repairman come out put a new belt on the dryer and the credited for
The $101.40 that new Leaf service contract is trying to collect from me at this time.
I would like my dryer to be repaired and I would like New Leaf Service to waive the $101.40 that trey have charged me for no work done because the repairman that they sent out did not find a problem but the problem is still there and the dryer belt still squeals on start up. I called New Leaf to tell them that the repair has not been done and now you want to charge the customer another $101.40 because Jims Appliance could not duplicate the squealing belt, they said they could send out a Samsung authorized repairman to see if he could find a problem with the belt but if he doesn't find anything wrong we would have to pay the first charge of $101.40 and additional charge for another repairman to come out. If they were to replace anything related to the first repair call then the $101.40 would be waived and the second repair call would also be covered.
January 3, 2019
*** Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On November 7, 2018, New Leaf received a notification from Appliance Smart that *** (Mr.) had been trying to reach New Leaf for service but had been unsuccessful. New Leaf reached out to Mr. on November 8th to advise a service order had been created for him based on the notification received from Appliance Smart. Appliance Smart advised that Mr. Samsung dryer was making squeaking noises and believed the belt needed to be replaced.
Service was dispatched to a local repair facility, Jim's Appliance Repair (Jim's) on November 8, 2018. November 13th, Jim's contacted New Leaf and advised they were at Mr. home for 40 minutes and were unable to find a failure with the dryer. Per the terms and conditions, no problem found is an exclusion from coverage. New Leaf is still obligated to pay Jim's for their trip and diagnosis fee. However, payment must be made to New Leaf by Mr. for this non-covered claim before any additional services can be rendered.
A letter was sent to Mr. on November 14th, advising that the technician who went to the home found no problem with the unit and payment must be made to New Leaf for this non-covered issue at $101.40. November 21st, Mr. called New Leaf back after receiving the letter stating that he should not be charged since he still hears squeaking noises. Out of courtesy, New Leaf suggested we could locate another provider to look at the unit as a 2nd opinion. But if no problem found again, he would still be responsible for paying New Leaf back for the initial service call at $101.40 plus the cost of the trip and diag of the 2nd opinion servicer.
Samsung has limited providers in Mr. area that will work with 3rd parties such as New Leaf. The only provider in the area that was manufacturer authorized was Unique Repair Services (Unique) but they would not work with New Leaf to handle billing. New Leaf advised Mr. of this provider Unique but indicated he would have to perform service as customer reimbursement. Meaning, Mr. must contact Unique himself to arrange a service appointment and pay the initial trip and diagnosis fee out of pocket. If the diagnosis was covered, New Leaf would authorize to reimburse the trip and diagnosis fee and suggest proceeding with repairs if cost effective. And further reimbursement would be provided for labor and parts after completion.
Mr. did not agree to this process. Therefore, service had to be sent back to Jim's, the only provider in the area that will work on the unit and work with New Leaf. New Leaf requested Jim's send a senior technician this time. December 13, 2018, Jim's advised they had installed and idler pulley in order to correct the issues with the dryer. According to Jim's the idler pully would intermittently seize causing the dryer to squeak during use. The issue has been corrected at this time.
Sincerely, Tori D *** New Leaf Customer Care
Refusal to provide a new dishwasher after 6 separate claims involving the same problem.
I am writing to file a complaint against Service Branch by New Leaf. I purchased Jennair Appliances on 12/13/13 from Drimmers A&B Appliances. I have had numerous problems with all of the appliances purchased, but I am writing this complaint in reference to the Dishwasher. Since 2013, I have had seven separate claims about the dishwasher. Six of the claims have been due to the same issue: the machine not powering on. Since May of this year, the same issue has occurred five times. Every time this issue occurs I have to file a claim with New Leaf. They send the claim out to Superior Appliance. I wait for Superior to contact me and to schedule a time that their technician can come to evaluate the dishwasher. Each of those visits requires me to take time off from work. Then a second visit has to be scheduled in order for the new parts to be installed. Since May, that means I have had to take off of work eight times for the same issue to be resolved. The last time the dishwasher was repaired for this reason was in July. On November 14th, I again called New Leaf to report the same issue. At this point, after the same issue has occurred six times, five of which were in the last six months, I am requesting a new dishwasher. I do not agree that this issue is repairable. The parts continue to be replaced, they work for some time and then the same issue occurs again. This is unacceptable in my opinion and indicates that there is something inherently wrong with the actual dishwasher that is continuing to cause this issue to re occur. Regarding this most recent claim, the repairman from Superior called and indicated that he would not be coming to evaluate the machine since he is very familiar with this re occurring issue and would be suggesting that we get a new unit. Superior is denying that information and have since put in a claim for the same parts that have already been replaced. This is not acceptable. I have called New Leaf on 11/15, 11/20 and 11/23 to speak with supervisors to appeal this decision that the machine is reparable. On 11/15 I spoke with Jelenah who indicated to me that she would follow up with Superior after they made their scheduled visit on 11/19. Superior did not come on 11/19. On 11/20 I called Jelenah to follow up. She was not available and a supervisor was not available. I was told on that call that someone would call me back. No one called me back and I again called on 11/23. At time time Jelenah reported that Superior had not yet submitted their technician notes and she did not have any further information. She promised to call them on 11/23 and to get back to me. On 11/23 I did not hear from her and I called Superior to find out if they had submitted the necessary information to New Leaf. Will from Superior indicated to me that they had in fact submitted their findings on 11/20. I then called New Leaf and spoke with Jelenah who reported that Superior was requesting a new control, control panel and additional item. I asked to speak with a supervisor at that time since I am not in agreement with the same parts being re installed again. I spoke with Nathaniel who indicated that since Superior did not deem the machine unrepairable, New Leaf's only recourse was to order those parts. I am in disagreement with that evaluation, not only based on the fact that these parts have already been replaced, with no new results, but that a technician from Superior did not come to evaluate the machine. I asked to speak with Nathaniel's supervisor, but was told that he was not in.I will need to call back to speak with him. At this time, I am requesting a new dishwasher. The same issue has occurred six times, five of which have been in the last six months. The dishwasher is not working properly and at this point, I do not see how anyone could dispute that.Continuing to just replace the same parts over and over again does not make any sense, is a waste of time and money and does not seem fair.
At this time, I am requesting a new dishwasher. The same issue has occurred six times, five of which have been in the last six months. The dishwasher is not working properly and at this point, I do not see how anyone could dispute that. Continuing to just replace the same parts over and over again does not make any sense, is a waste of time and money and does not seem fair.
December 19, 2018
*** Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On May 30, 2018 *** (Mrs.) contacted New Leaf to advise her Jennair dishwasher had no power. ON the same day, the service request was dispatched by New Leaf to Dial Appliance (Dial). June 5th, Dial advised New Leaf of the estimate to repair after performing the diagnostic. Some of the parts required to repair were covered under Jennair's manufacturer parts warranty. Dial Appliance indicated they were not manufacturer authorized by Jennair to obtain the parts needed and therefore could not proceed with repairs.
A new service provider, Superior Appliance (Superior), was reassigned to the service request on June 6th. Superior advised New Leaf of the same estimate as Dial. New Leaf was able to approve Superior to obtain the parts from the manufacturer and bill for their labor to complete repairs. New Leaf was advised by Superior on June 25, 2018, that Mrs. dishwasher was repaired.
Mrs. advised New Leaf on June 29th that she was still experiencing issues with the dishwasher. Superior returned to Mrs. home and corrected the additional issues on or about July 15th. However, July 24th, Mrs. called New Leaf again to advise of the unit not having power. July 26th, Superior reported to New Leaf that another part was needed to repair the dishwasher. The part was approved by New Leaf and Superior installed parts and repaired the dishwasher on August 8, 2018.
September 27, 2018, Mrs.' dishwasher was not powering on again. New Leaf dispatched Superior to assist. Superior performed the diagnostic and ordered another part. On November 7th, New Leaf was advised that part was installed, and the dishwasher was repaired. Mrs. contacted New Leaf again on November 15th because the dishwasher was still not powering on. Mrs. escalated to management and expressed her frustrations with the multiple service calls and wanted a replacement dishwasher. Mrs. did still allow Superior to come back out and install more parts to repair the unit again on December 3, 2018.
December 15th, Management reviewed Mrs. service history and agreed her dishwasher should be replaced as a lemon. On December 18, 2018, New Leaf offered *** and Jose *** a comparable model (Jennair JDTSS246GP) from her retailer Drimmers. New Leaf is awaiting her decision.
Sincerely, *** D *** New Leaf Customer Care
I was very pleased with New Leaf Service Contracts! They handled my refund quickly and effectively. Their customer service was excellent quality!
Outstanding! Thank you for your feedback.
We bought New Leaf protection for all our new appliances when we remodeled our kitchen last year. We didn't expect problems with the appliances until they got older, but we ended up with a problem with a rack in our dishwasher this year. Our New Leaf policy made it super easy to get service. We are glad we got this protection.
Fantastic! Thank you for your feedback.
Very frustrating. Had to make too many phone calls and jump through too many hoops to finally get a service call. Each call I made was at least a 30 minute wait time before I was taken off hold. Because the refrigerator was quote "only making a strange noise", I couldn't get someone to look at it since they only cover, quote, "mechanical and electrical problems", even though I told them it was not a common noise and that something is going to happen. They told me it had to stop working. So, after it stopped working, and my floor was damaged from the water it leaked as it thawed, did they finally send out a repairman. Again, having to wait on hold for a long period of time. After the repair and complaining and asking them to cover the lost food and damaged floor, did they then send me a form to get back only 40% of the lost food and no compensation on the now needed floor repair. The repairman even took photos of the floor and sent them in for us, but to no avail.
We apologize for your frustrations. Unfortunately we do experience extended hold times occasionally but are working to assist each of our customers as quickly and professionally as possible. Your terms do outline that noises are not covered under the service plan. Service can only be dispatched when a failure has taken place. We reimburse only for perishable food items outlined by the USDA. We cannot be held responsible for costs unrelated to the product under the service contract. We understand the damage to your floors however consequential damage is excluded from your coverage.
I contacted New Leaf for my Samsung refrigerator that could be heard throughout the house.
The team at New Leaf contacted a local vendor who came out to diagnose the problem and then on a return visit replaced the malfunctioning parts. Obtaining the parts took longer than I thought but once they arrived a date for installation was scheduled and the parts were installed. Several months later the new part failed and the local service company had me recontact New Leaf for another request for service. That request was processed and the repair company again returned to install the defective parts.
The repair company was competent and professional.
Having read the Revdex.com reviews after the repairs were complete, my experience was unlike all of the reviews I read.
Your feedback is greatly appreciated! We know how frustrating it can be when you purchase something and it doesn't work to your expectations. We are happy to hear that we could resolve your complaint. In addition, we will still review your claim history to see how we can better assist you and others going forward if our services are needed again. Thank you.
Purchased a Maytag Refrigerator from *** Appliance 11/6/2014, with 5 yr warranty. nothing but problems.
I purchased a Maytag Refrigerator with ice maker, from *** Appliance on Market St in *** on 11/6/14.
Invoice # XXXXXX. Model# M1TXEGMYQ01, Serial# VSXXXXXXXX, Salesperson Phillip *** Price $699 with $40.14 tax. Total amount paid $709.14. MSRP amount listed as $899 on receipt.
Five year warranty with New Leaf Service Contracts was purchased at *** Appliance on 5/5/2015. Invoice *** for $99.
Submitted a claim for service with New Leaf Service on 8/31/2015. Refrigerator stopped cooling. Maytag Service Co was contacted. A leak was found and Freon was needed. Problem corrected.
Submitted a claim for service with New Leaf Svc on November, 2017. Liquids were freezing in the refrigerator and the food & meats in the freezer were thawing. I was instructed to unplug the refrigerator for 30 min and it should correct the problem. Worked temporarily.
On 12/18/2017, I called *** Appliance because I could not reach New Leaf Service. I was told to continue calling them. I placed this complaint online. They replied back in a day or so. I was told online that they were sending Maytag service Co and would let me know when.
This is Christmas time and I was given 12/26/2017, between 8a and 1p, as a service date. Serviceman Wayne *** came and checked things and told me I had the same problem that I had in 2015. He called his company needing a sealed system. He was told that they couldn't get here until Tuesday, Jan 2,2018.
12/26/2017, at 2:07p, I received a call from Maytag Service stating they can fit me in Thursday the 28th. I was given between 12:30-2:30p.
12/28/2017, at approx 12:45p, a Maytag Service repairman arrived. After repeated soldering or welding, and adding a refrigerant, he waited a little while and tested it. It worked. Told me in about 5 hours, it should be working properly. He left at approx 1:45. Left no business card or paperwork. Ice started to form and fall. Everything worked.
I filed a claim for loss food after it was fixed but was told I was too late. It should have been done something like 3 days after the problem started. Which would have been before Christmas.
On 11/9/2018, I submitted another service claim online to New Leaf. I'm having the same problem. The freezer is not working properly.
A representative called me today saying that New Leaf is not sending a serviceman but wants to settle with me for $301.10. I told them that I had to get back with them. I can reach them at XXX-XXX-XXXX, Opt #2. Service Order # XXXXXXXX
I would like another refrigerator or a fair settlement. I don't think $500 is unreasonable.
December 10, 2018
*** Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On September 8, 2017, *** (Ms.) contacted New Leaf to advise her Maytag refrigerator was over freezing. New Leaf advised Ms. to perform basic troubleshooting by unplugging the refrigerator for 30 minutes to an hour or flipping the breaker. If her refrigerator was still experiencing an issue, she was informed to contact New Leaf back for service. December 17, 2017, Ms. contacted New Leaf back to advise her Maytag refrigerator was not cooling. A provider, Maytag Service Company of Louisville (Maytag Service), was located and a dispatched to assist.
Maytag Service contacted New Leaf on December 26th with an estimate that needed to be approved to proceed with repairs. Maytag Service indicated a part needed to be replaced and the freon had to be recharged. New Leaf approved this service at $367.90. December 30th, Ms. contacted New Leaf to request food loss reimbursement. The same day, the process for this request was sent to Ms. via email at ***@bellsouth.net. On January 9, 2018, New Leaf was advised by Maytag Service that the repairs had been completed and the refrigerator was working to manufacturer's specifications.
January 10, 2018, New Leaf received documents from Ms. for her food loss reimbursement. The process per the email sent to Ms., indicates, that a list of the food lost must be provided within 72 hours of the request for food loss reimbursement. After completion of repairs, receipts for the lost food must be submitted to New Leaf as well. Ms. did not provide this list within the required window and therefore she would not be eligible to be reimbursed for her lost food.
November 8, 2018, Ms. contacted New Leaf for service again due to her freezer was not keeping items frozen. The original purchase price of Ms.' refrigerator was $669.00, the previously paid claim was $367.90, and left a remaining contract balance of $301.10. Based on this, the service request was sent to be reviewed for all service options. After careful review, New Leaf determined service would not be dispatched and a cashout would be offered for the remaining contract balance. Cost to repair would potentially exceed the cost of the remaining balance. Due to the limit of liability clause in the terms, the original purchase price cannot be exceeded for repairs or replacement.
New Leaf has made an offer to Ms. for $301.10 and are pending her decision. New Leaf will not be able to increase the amount of this offer. The only alternative available would be to set up service to a repair facility. Potentially, the cost of the trip, diagnosis, labor, and parts will exceed the cost of the remaining contract balance and New Leaf will not be able to approve the total cost of repairs but only the amount up to the remaining balance.
(The consumer indicated he/she ACCEPTED the response from the business.)
This refrigerator is a "lemon". I'll take the reimbursement to purchase another elsewhere.
I had no working refrigerator last Christmas and like clockwork, it's gone out again at the same time.
Thank you for your assistance, Revdex.com.
I would give a minus one if I could. It took New Leaf three months to find parts for our Samsug refrigerator. Only after the threat of a law suit and complaints to the Revdex.com where they able to locate the parts within n 24 hrs. I will never purchase another service contract thru New Leaf or do business with a appliance store that deals with New Leaf. Totally dissatisfied.
We apologize we were not able to assist faster. It is our goal to complete any service request as quickly as possible. We will review your service history and look into ways to avoid delays such yours in the future.
5 attempts to contact their service dept. On hold every time for 30 minutes or longer. Tried 4 different phone numbers. No response at all.
Only that they do not respond to phone calls and emails for a service claim. I verified my service contract with their main office and they then put me on hold forever.
To have my service claim heard and processes under my service contract I purchased in 2015 and expires on 2020.
November 12, 2018, *** (Mr.) contacted New Leaf regarding the door of his
Frigidaire refrigerator was not opening and closing properly. The following day, service was dispatched
to Perry's Appliance Repair (Perry's). November 16th, Perry's sent New Leaf an estimate for repairs to be
approved. New Leaf approved repairs and advised Perry's to proceed with service on the same day. New
Leaf is pending confirmation from Perry's that the repairs were completed and successful.
New Leaf apologizes for the hold times but are working to assist all its customers as swiftly and
professionally as possible. Hold times and delayed responses may occur dependent upon each
consumer's circumstances. Higher call volume is likely near holiday seasons as well. However, the hold
times/delays are not intentional in any way. New Leaf is working to meet all their consumers
expectations to the best of their ability.
(The consumer indicated he/she ACCEPTED the response from the business.)
New Leaf cancels my warranty without reason.
I purchased a warranty for my refrigerator. New Leaf sent a repairman who could not fix the issue I was encountering. Now they claim I should pay that repairman or they will void my contract. I spoke with multiple agents. The first supervisor said he would look into it and call me back but never did. I then spoke with supervisor Mike Washington who claimed that if I sent him pictures of the issue, he would resolve the issue. I submitted the requested photos on 10/16/18, but still haven't received a return call. Very poor service!
I would like my account to be taken out of void status so they can repair my ice machine which since broke.
On June 8, 2016, *** (Mrs.) contacted New Leaf to advise her Whirlpool refrigerator
was not cooling appropriately. Mrs. was advised if the service contract disclaimer. This
disclaimer advises if it is determined that the service provided on your product is not covered under the
Terms & Conditions of your service plan, she will be responsible to pay the service provider for the
service call. After Mrs. acknowledgement of the disclaimer, Mr. Appliance of Ocean &
Monmouth (Mr. Appliance) was dispatched to assist on the same day.
June 14th, Mr. Appliance submitted their invoice for the service to Mrs. refrigerator. Mr.
Appliance indicated they adjusted the temperature settings and the refrigerator tested okay. The
services Mr. Appliance performed were not considered a repair for a mechanical or electrical
malfunction. Adjustments and customer education are considered excluded from coverage. Despite the
issue being excluded from coverage, New Leaf is still responsible for payment to the service provider for
their trip and diagnostic.
If payment is made to a service provider for a noncovered issue, repayment is requested from the
contract holder. June 28, 2018, New Leaf issued a letter to the contract holder, ***
advising that their previous call was not covered and repayment for Mr. Appliance's trip and diagnostic
would need to be paid to New Leaf. Until payment is received, the contract is placed in suspended
status. July 14th, Ms. called back regarding the demand letter and expressed frustration that she
shouldn't have to pay since her unit was still not working.
New Leaf dispatched on July 14th to Mr. Appliance to come back out to Mrs. home to assess
the refrigerator under their 60day service guarantee. Mr. Appliance notified New Leaf on July 26th that
they never heard from Mrs. to schedule a service appointment. The new dispatch was
cancelled at that time.
October 30, 2018, New Leaf was contacted by Mrs. for a new issue she was experiencing with
the refrigerator. She was advised that her contract was still suspended and repayment for the first
service call was still required. She explained that New Leaf was going to issue service call back on July
14th and never heard from anyone. Apologized that New Leaf was advised by the provider that was
dispatched, that she had not followed up to make an appointment and the service dispatch was closed. New Leaf explained that there was no follow up regarding an ongoing issue to justify reopening a claim
from 2016. Her issue presently was a different issue as well. Mrs. explained she got someone on
her own to fix the previous issue. New Leaf requested the invoice for their service and would considered
reimbursing her for the repairs if covered and unsuspend the contract since Mr. Appliance would have
not performed a proper service repair.
Mrs. advised that a friend who was not a certified repair technician restored her refrigerator.
Apologized but service performed by a nonauthorized repair technician would void the service contract.
New Leaf will not be able to provide reimbursement or unsuspend the contract based on these findings.
If payment is made for the initial service call cost of $105, suspension can be removed.
I bought a Canon 5D Mark III Digital SLR and a 2-year warranty and New Leaf will not honor warranty
I bought a Canon 5D Mark III Digital SLR and a 2-year warranty that was supposed to cover everything but malicious damage and losing the camera. The camera was used extensively around water, but was not dropped in the water. It started working poor, so we took it to an authorized dealer who said there was moisture inside and could not be fixed. I contact New Leaf, and explained the camera was not dropped in the water but there is moisture damage. New Leaf said the camera was not covered, had I dropped in the water it would have been covered; but since I was truthful and explained it was used around water New Leaf would not honor the warranty.
I have asked New Leaf where they can tell me in the contract the camera is not covered, but they come back saying that it is manufacture defect and the camera should be water resistant but that is also not true.
They will not honor the warranty that was paid for.
To have the camera replaced as per the warranty8/23.
November 26, 2018
Lee *** Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On July 20, 2018, *** contacted New Leaf to advise his Canon camera was displaying an error code, "lens connection error" New leaf verified his information and advised of the disclaimer before setting up a claim. This claim states, "If it is determined that the service provided on your product is not covered under the Terms & Conditions of your service plan, you will be responsible to pay the service provider for the service call. You may also be responsible for charges outside of certain mileage per your terms and conditions."
New Leaf provided authorization for Mr. to locate his own repair facility to assess the issue with the camera and provide an estimate and diagnosis breakdown. On July 24th, Mr. contacted New Leaf back after having his service provider look at the camera issue. His service provider deemed the camera unrepairable and advised that the unit has water damage.
Mr. did purchase coverage for mechanical and electrical malfunction with accidental damage from handling. After receipt of the diagnosis, New Leaf was required to ask additional questions regarding how the camera experienced water damage. This camera is not intended to be used in or around water. For New leaf to provide coverage for his issues, Mr. must provide details of the accidental damage from handling regarding the water damage.
On several occasions Mr. was asked about the water damage. At no point did he indicate how the water damage occurred. He expressed that the camera had been in extremely humid conditions and the camera may have been splashed while in a boat. This type of issue would not be covered under the plan.
However, New Leaf still offered to have its own provider reassess the camera issue on August 2nd. The 2nd opinion provider reached out to New Leaf on August 14, 2018, and reiterated water damage to the device that was beyond repair. New Leaf had at this point received several escalated calls from Mr. and his retailer. New Leaf took time to review the claim thoroughly. On August 20th, New Leaf determined it was necessary to stick to the terms of the contract and deny the claim. The camera was to be used in areas where potential water damage could take place. By using the camera in an area it is not intended to be used, would not be considered accidental damage.
I have been waiting two months for service on a stove. I purchased the 5 year extended warranty in 2014. So far, still not repaired.
Two months waiting for a repair and counting! I conacted New Leaf early September to report my stove wasn't working. At first, they denied my claim until I could provide a copy of the sales receipt. Once I did, they confirmed the reason for the denial was that my phone number in their records was off by one digit. The address, purchaser name and appliance was correct, but phone number was off by 1 digit fortunately, I had a copy of the invoice to prove my case.
They took my claim and told me they would assign someone and I would be contacted within 48 hours I wans't. When I followed up, they sent me a note with the repair providers info and told me to wait 48 hours for them to contact me they didn't. When I contacted the repair company, they told me they needed to order a part (without even coming to the house but based solely on the error code) and would contact me in a week or so to schedule installation they didn't. I called them after a few more days they told me they had contacted New Leaf to decline doing my repair because I was out of area (even though their contact information was in the next town) and said New Leaf was supposed to have contacted me they had not.
I called New Leaf, they apologized and sent me a new repair company. I called the new repair company (Advanced Solutions of NY) and they had to send the tech out to investigate, so that took a few more days. Tech investigated and said he needed to order a part that would take about a week. When I hadn't heard from them in a week, I called them and suddenly the part had just come in that afternoon. Again, appointment was scheduled for tech to come install part. He came, spent about two hours only to tell us that the part did not correct the problem. In fact, he suggested that the stove had been delivered broken. I told him that wasn't possible as I'd had it for 4 years, cook almost every day and never had an issue. He was then stumped. He then said he'd have to order an entire new cooktop to repair and told me to call the office in a week to find out if the parts were in.
I called a few days after the week was up only to be told that two of the three parts needed were in and the other was due that afternoon (this was a Friday afternoon). On Monday I called to find out when they could install and was told the part was now on back order (huh?) and would not be available until at least 11/1, but at that time they might find out that is still on backorder there was no way to know. Frustrated, I called the store where I'd purchased the stove (Hampton Appliances) to ask for assistance, since New Leaf does not respond to my calls, and the employee I spoke with was very helpful and offered to call New Leaf and the repair company and try to bring this matter to a close. After several more phone calls and follow ups on my part and her part, New Leaf agreed to order the parts themselves and have them sent directly to my house I had the parts in 2 days, and before 11/1. I then tried to schedule an appointment with a different repair company, since my confidence in Advanced Solutions is destroyed, but was told by New Leaf that it wasn't possible and I'd have to use Advanced Solutions. I then got a call from Advanced Solutions to schedule installation. They wanted to come that same afternoon (I was not home) and when I told them I needed them to schedule for a weekend as I had already take off enough time from work to address this, they told me that wasn't their policy and they could only do it Mon, Tue or Wed. Again I enlisted the assistance of the employee over at Hampton Appliances, but thus far, no appointment for installation has been scheduled.
I was forced to cater an event for a 25th birthday party due to not having my stove (extra expense for me) and am now wondering if I'll be able to host the 30 people that are planning to come to my house for Thanksgiving.
The service from New Leaf as well as Advances Solutions has been horrific.
I want my stove repaired this week. If it can't be repaired, then give me a new one of equal or greater value. That's it. I'll go away after that.
November 26, 2018
Lee Stallings Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX XXXXX
Re: Case# ***
Dear Mr.
On September 11, 3018, *** (Ms.) contacted New Leaf to advise her Electrolux range was not working appropriately. She indicated there was an error code E75 and the burners were not working. September 13th, service was dispatched to Advanced Solutions of NY (Advanced). Ms. was scheduled for September 24, 2018 between 9am-5pm.
Advanced is certified by Electrolux to perform service for the manufacturer. After their initial visit, Advanced requested approval for several parts on October 15th. New Leaf provided the approval for the parts needed two days later. On October 23rd, New Leaf was notified that one of the parts needed was on back order.
New Leaf made several attempts in trying to outsource the parts needed to repair Ms. range. On November 8, 2018, Advanced advised New Leaf that they had received and installed all the necessary parts for the initial complaint. However, the parts did not fix the issue as it should. At this point, the range was deemed unrepairable, and New Leaf started the process to consider other service options.
After consulting with Ms. retailer, Hampton Sales, an offer was made for the remaining limit of liability. The original unit was purchased for $2888.00. The limit of liability states that any costs paid to repair attempts must be deducted from the original purchase price. Cost for repair attempt was $785.61; leaving a remaining contact balance of $2102.39.
This offer was made to Ms. on November 9, 2018 and was accepted the same day. This check is in process to be mailed to the customer in the next few days.
Sincerely, *** D *** New Leaf Customer Care
It has taken 9 days, numerous emails and phone calls to get a service person out. New Leaf then cancelled that person and assigned it to another service company. Parts still not ordered. Was on the phone for over an hour this last time. Have spent hours on the phone with Supervisors and have sent many emails. They are incapable of executing their primary responsibility.
Product_Or_Service: Built In Refrigerator
Account_Number: XXXXXXXX
Other (requires explanation) Get the parts ordered and installed. They should refund me the cost of the 5 year extended warranty because they have not provided a level of service that the contract outlines, alternatively, they could extend the warranty an additional years at no cost.
November 26, 2018
*** Revdex.com Serving Dallas and North Texas 1601 Elm Street, Ste 3838 Dallas, TX 75201
Re: Case# ***
Dear Mr.
On October 15, 2018, *** (Mr.) contacted New Leaf to advise his ice maker was dripping into the freezer section of his Thermador refrigerator. Hi Thermador refrigerator was purchased from Ferguson on March 23, 2018. New Leaf helps with service for Ferguson while products are under the manufacturer's warranty.
Mr. has unfortunately experienced an extended repair delay do to his manufacturer, Thermador, having limited service providers in his area. Of the providers available, there has been issues obtaining a provider that will respond and complete the necessary repairs. Thermador has been consulted regarding Mr. frustrations and New Leaf has asked for help in expediting any further service or parts.
New Leaf has been in constant communication with Mr. and *** to resolve this complaint. As of November 23rd, Mr. advised New Leaf a technician was scheduled to come to his home.
New Leaf is still in the process of obtaining the details of this service last service call. There will be a continued effort to remain in contact with Mr. and find a solution to the error with the refrigerator. *** is being looped in throughout the duration of the service request. New Leaf looks to have this refrigerator repaired within the week given no additional delays with the service providers or parts.
Sincerely, Tori D *** New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
It is true that Thermador became involved in this issue but that was only because New Leaf stopped the initial repairman from completing the repair in October. New Leaf determined that *** would pay for the repair as part of the original manufacture warranty. New Leaf efforts to avoid having to pay for the repair cost me time and money. They should have known from the first day that *** was the responsible party and informed me of such.Failing that,they should have completed the repair and then passed the costs on to *** Due to New Leafs inability to understand their own warranty guidelines and their desire to save money rather than care for their customers, I have been without the use of a new refrigerator, spent literally hours on the phone, written a dozen emails and then had to source a repairman without New Leaf or Thermador. I can hope that New Leaf would use complaints as an opportunity to review systems and procedures to better serve their customers but I believe they will only see this as a successful outcome because they did not have to pay for a repair.
The worst customer service. The worst. DO NOT WASTE YOUR MONEY. Plus, if you do not use their services, you are supposed to get 50% of your money back, but they don't really refund it without all kinds of original paperwork. They count on you to lose it. It's a scam. A total scam.
We apologize for you were not satisfied with our service. We are attempting to make a better experience for you going forward. We have understood your concern and we have been made contact with you regarding the status of your claim of your request.