New Leaf Service Contracts

provider acknowledges service request but does not provide service
Bought a 5 year service contract. Requested service mid December 2017 by phone. Was given a local provider and phone number. These people don't exist. Filed another request by email and request was acknowedged by email stating someone would be in touch. January 4, 2018. January 21 no one had been in touch and finally got through to a live person on their phoneline (almost impossible to do this because of waiting times). They gave me the name of a local service provider and phone number. Again, company and phone number no good. No such company listed in NJ. Phone goes to some robot answer in another language and hangs up.
Six weeks without attempt to honor the service contract and two scam service referrals causes me to request an intervention here. Last information given to me by the service rep on the phone was the provider of service would be Q Electronics at XXX XXXXXXX, and the service order number was XXXXXXXX.

Non fulfillment of contractual obligation to repair or replace appliance.
We purchased a 24" built in Wine and Beverage cooler on 2/29/2016 with a 3 year in home service and/or replacement contract with New Leaf. It started having issues September of 2017. One of the two fans has quit working which causes a large accumulation of ice in the back of the unit and thus no actual cooling in half of the unit. We defrosted the unit twice ourselves and followed all the trouble shooting with no resolution. I filed a claim on line with New Leaf 10/14/17. When I was finally contacted there was some weird allegation that our address was Commercial (it's not, we live in the country, very residential). Once that was cleared up I was then told I should have contacted EdgeStar directly to perform "triage" on the unit. The Contract specifically states to contact New Leaf FIRST. So after days of trying to contact EdgeStar, finally got through, was on the phone less than 3 minutes when I was told they would innitiate the proper paperwork with NewLeaf. That never happened. Followed up again with New Leaf and got more run around. Finally a Manager told me I needed to get it serviced. They provided me with two names of organizations that would service the unit. I called both and they laughed and said clearly they just looked up names of agencies in the area, that neither of them serviced the Edgestar.
I called New Leaf, again. Was then told they had exercised all their options and would send the case over to some other department for review for a store credit or replacement. Remember now, this is a "built-in" unit, without it I have a gaping hole under my cabinet, said I would hear something within 3 days. Never happened. I left two more messages, no calls back. 5 weeks later I tried again. Was told all the managers were in a meeting and I would get a call back. Never happened. I called the next day, and now am waiting, once again, for them to take action and correct the problem. Today's date is 1/4/2018.

They are the worst at calling back. The worst at following up and completely useless in finding anyone reliable to fix your appliance. I had a bad refrigerator that was only 6 weeks new went it stopped cooling. It took 2 weeks and several calls to the original manufacturer to get New Leaf to follow up. The, they sent out a repairman 5 days later unqualified to work on my particular unit. I finally gave up and repaired on my own and paid the cost. Terrible.

Placed on hold for 20 minutes every time I call. Waiting over 4 months for service repair.
Bought LG Refrigerator ***. Purchased 5 Year Extended Warranty from New Leaf. In August 2017 called New Leaf to come and repair Left door of unit. Service person came and informed me that parts needed to be ordered. I am waiting over 4 months for parts. Every time I call I am placed on hold for at least 20 minutes. I am still waiting with no information about when parts will be received.

they do not honor their service contracts all they want to do is find reasons not to pay
I purchased extended warranty for my washing machine. The lid became cracked and is inoperable. A washing machine lid should not crack. There is an obvious malfunction that should be covered under the contract. They will not even send someone out to look at it to determine the problem and if it will be covered. They stole my money and will not repair my washing machine.

Horrible company, void.

Stay Away! I'm 60 days from my service order being issued and no repair insight. Customer service is non-existent. Read all the negative reviews and complaints and decide for yourself. I rate them an F.

Newleaf Service Contracts, LLC does not respond to multiple calls to file and resolve a claim. They simply say they will call me back and never do.
Called 8-10 times over the last 3 weeks to file a warranty claim for my *** that has a damaged screen. The warranty plan I purchased for $49.99 from Adorama includes accidents and spills. However, it has taken over 3 weeks and Newleafs still has not even reviewed my case. They simply give me the run around and say they will call me back within 24-48 hours (same script every time) and never do.

The company is not answering/returning calls regarding warranty claim.
We purchased a GE dryer (Model #GTDS850EDWS ; Serial #DAXXXXXX) from Appliance Smart in San Antonio, TX on 08/31/14, along with a 5 year extended warranty from New Leaf Service Contracts.

11/04/17 - Called New Leaf to report dryer was not working/ completely dead, left message, no call back.

11/06/17 - Called numerous times with over 20 minutes of hold time and no answer. Submitted online service request. No follow up. Finally called and talked to Sandra at 3:30pm. She said I would receive a call back before the end of the day to schedule repair. No call was received.

11/07/17 - Called around 9am to check status of repair scheduling. They said the claim wasn't processed until after hours the previous day. But I would be receiving a call back in 24-48 hours. I asked to speak with a manager (Nathaniel). He said he would look into it personally.

11/08/17 - Received email and call from Southwest Appliance Repair scheduling appointment for 11/09/17.

11/09/17 - Received message from Angela at New Leaf saying she couldn't find a contract for the appliance. It was odd considering they already scheduled my repair.

11/09/17 - Austin, with SW Appliance Repair came out and determined the unit had caught on fire due to an internal wiring defect. Determined it could not be repaired for safety reasons.

11/10/17 - Spoke with Luciano at New Leaf around 1:15pm. He had no record of the claim. He had no info on the repair company. No notes on my account regarding any of the previous discussions. I explained everything to him, he said he would "personally handle this issue" and I could trust him to call me back because his "manager listens to all of his calls". He said he would call back by the end of the day. I never heard back from him.

11/15/17 - Around 12:50 pm called and spoke with Lidavina. She told me she would "personally handle my account" and would "personally call me back". She said she was going to contact the repair company for additional documents that were needed. She said that after receiving those documents I would be contacted within 48 hours by a manager.

11/16/17 - Received voicemail from Lidavina saying the repair company had not sent the needed info.

11/17/17 - I spoke with repair company and they said they sent all required info the day before.

11/21/17 - Received call from Lidavina asking for more information about the fire and promised we would hear from a manager within 48 hours.

11/27/17 - Called New Leaf, was on hold for 20 minutes. I was transferred directly to Lidavina who said she was on a more important call that had been on hold for an hour, but she would be with me shortly. I was on hold an additional 25 minutes, and then the call was disconnected.
I attempted to call several more times and after over 30 minutes on hold, the calls were never answered.

Being that there is no way to communicate with this company, and my claim is being ignored, either due to an intentional attempt to not pay, or complete negligence on their part, I am requesting assistance resolving this matter. It has been 23 days since my first contact with the company regarding this matter.

Thank you.

I've purchase a new LG Fridg on Oct. 22, 2015 and purchase a 5 years warranty with it. On Nov. 6, 2017 place a service call SOXXXXXXXX. Still not fix
Place a service call Nov. 6, 2017. Was told someone will call with in 24 to 48 hours. No one call so call back and found out that the company New Leaf use will not service my area. New Leaf try to find a service provider that service my area. After a week someone came out and found out that the compressor was bad. I've been calling New Leaf over 10 times, each time have to wait over 3 hours till get to a customer service, each time they told me they are waiting for quote or approval for my service. I did call the service provider that New Leaf use and they told me that the quote was sent to them the same day the the tech. came look at my fridge. When I call the service number there is an option to hit and keep my place in line and someone will call when my turn is up. The will not work. I've also told New Leaf that we have a 2 months old baby at home that use formula, and it getting too expensive can't keep the formula, and our dairy product. We have to buy in small amount. We had to go through Thanksgiving without a fridge. As I'm typing this complaint I'm on hold to talk to a supervisor, and been holding for over 2 hours alrady. I just want my fridge fix ASAP or refund my money so I can buy a replacement fridge. This is costing my family lots of money buying food and dairy in small amount, due to this non working fridge.

Claim XXXXXXXX filed with New Leaf to get refrigerator fixed on October 30th 2017 for applicance under warranty. Today is Nov 28 it is still not fixed
My name is *** and I purchased a refrigerator from Howards in Long Beach CA on June 2016. I filed a complaint with New Leaf because the refrigerator was not cooling on October 30th. The technician from a company they outsourced the business to came out to my home and stated that the refrigerator needed a new compressor. Supposedly, New Leaf approved the request for the compressor on November 13th and paid them for work performed.

Let me explain that I am a veteran and I am 90% disabled due to service connection disabilities incurred while in the Persian Gulf. I have a family and I need my refrigerator fixed due to meds having to be at a certain temperature and small children needing meals. I have tried and tried to contact the company and the repair company who is supposed to be installing the compressor, European High Tech Company in Lomita CA. Today is November 28th and I still do not have the fridge fixed. Veteran's Day and Thanksgiving have come and gone and I am still not able to store food in my home. I am not able to keep dining out and I had to move in with my mother intermittently to be able to sustain my family.

I am requesting that you respond to my claim with urgency and attention. I think that had I known New Leaf was so lousy, I would have never bought the warranty from Howards and would have purchased somewhere else.

My name is *** at *** E *** XXXXX, tel XXX-XXX-XXXX. The claim number is XXXXXXXX.

The lack of follow up is disgusting. They do not return phone calls. They blame the manufacturer. My claim has been open for 6 months, no solution.
Purchased Alavino beverage fridge 2 years ago. Approximately 5 months ago the unit stopped cooling. The manufacturer stated to call warranty company New Leaf. New leaf lost first claim and no answers in first 45 days. Second claim opened, and now 4+ months has passed without resolution. They cannot find someone to service the unit and will not replace the unit. They pass the claim back to the original company I ordered from, then that company passes it back to new leaf. There is no ownership and the customer service drops off as soon as I hang up the phone. No calls back. No Follow up. No emails. I have escalated 2 times to a manager with no success.

I had a problem with the washing machine. It is a Bosch and it is still under guarantee. I placed a Service Call. The technician came and fix the problem right away. It had a lose cable at the back, he fixed it and I was very happy. Then I got a billing from this company saying that my washing machine had food debris that had to be cleaned. I spoke with my local plumber and told me that this is an unethical common practice between insurance companies to make you pay the repair, even if you have still guarantee on the machine. I called them and they told me that this is what the technician wrote. New Leaf Service Contracts hired a third party in order to do the repairs. I will never, never recommend his service to anyone. I am disgusted with this type of practice.

My wine fridge has been broken for 7 weeks and counting and the company is too incompetent to handle this standard claim.
My wine fridge has been broken for 7 weeks and counting and the company is too incompetent to handle this standard claim.
Manufacturer: Danby Wine Cooler
Model: DWC106A1BPDD

Bought a LG refrigerator from Howard's appliance in April, 2016. Also bought the extended warranty. In October, 2017 the refrigerator stopped working correctly. (Not correct temperature) New Leaf was called and said it would be another 5 days before they could send a repairman out. Repairman said it was the seal system and we would have to call insurance to see if they would let him fix it. We were told by insurance company the appliance service had no one who could fix it. Second appliance service also had no one qualified to fix it. Called New Leaf and after 2 weeks the third appliance service repairman was sent out and said maybe it was ice build up on the coils. He took care of that and told us to call him if refrigerator did not reach proper temperature. Refrigerator still not fixed and could not reach repairman. After many phone calls, was told a compressor was ordered and would be another week before repaired. Talked to Howard's appliance manager about poor service from New Leaf. After three weeks without refrigerator, repairman put new compressor in. Refrigerator still not working. We are an eighty year old couple who has now been without a working refrigerator for a month. Have talked many times to Howard's customer care and New Leaf Insurance without problem being resolved. Someone from New Leaf Insurance called this morning who didn't seem to know the history of the problem. She said she would call back today or next week. How many different people from New Leaf do we have to talk to and explain what the problem is to get this resolved???

This company been giving us the run around. They don't honor their warranty. Its frustrating. We been dealing with this company for a month now and nothing has been resolved. Not a good company!!!!
Product_Or_Service: 07/2016

New Leaf has taken nearly two months to take any successful action on its commitment to repair a dryer for which I purchased a service contract.
I filed a claim with New Leaf on August 15, 2017, because my dryer stopped working. I purchased a 5-year service contract for the dryer in October 2015. New Leaf assigned the repair to BGH Electronics LLC, who called to say I would hear from them soon. After a week, I started calling BGH and New Leaf, and was told by each that the other company had ordered a part, even though no technician had looked at the machine. After weeks of phone calls, New Leaf finally assigned a different appliance repair company, Mr. Appliance, which scheduled a visit by a technician on 9/19/17. The technician determined that a completely different part was, in fact, needed, and told me it would be ordered and should be here in a week. After 2 weeks, I contacted Mr. Appliance and was told that the part had been ordered by New Leaf. They agreed to call New Leaf for tracking information, and then called back to say New Leaf had not yet ordered the part when they called but that they now had. Mr. Appliance scheduled a new visit to install the part a week later. When the part had not yet arrived by the day before the appointment, I called Mr. Appliance to cancel and to ask them to get tracking information from New Leaf. Having not heard back from them by today, I called New Leaf and was told that the part had been ordered on 10/5, but would not be delivered until 12/31. I obtained the Order number and called the Parts Distribution company directly and was informed that while they would not have the part until 12/31, they could arrange to have it drop-shipped from another warehouse and it will arrive in 3-5 days.

Service Order open for over 6 weeks for clothes washer that was leaking
Purchase date February 2013. Problem date 8/18/2017. Fridgidaire (Electrolux) ***. Washer started leaking New Leaf dispatched local appliance repair company. Local company diagnosed problem, needed to order parts. 10 days later, repair tech returned but leak problem persisted. Local company said they would contact me when new parts received. No contact for 8 days. When I contacted local company they told me New Leaf would not authorize repair and were considering buy out of remaining service contract and I would be contacted. No contact from New Leaf. Called multiple times and was told they were getting quotes for a new washer and I would hear back. The week of October 2 I made numerous calls and was told my Service Order was escalated. Still no contact. After repeated calls, I was transferred to a supervisor who said they were working with the original appliance company (where the washer was purchased) and were "waiting" on them. I finally had enough and called in again and asked to have my service contract paid out, finally after getting very upset at the customer service rep (which I don't blame them; I suspect this is all just hand waving to not have to pay out a claim) the supervisor came on the phone and said they could pay out the rest of the service contract and claim. I was told it would take 2-3 weeks to receive a check. Who knows if I will actually receive it but the whole ordeal was ridiculous so I will now use an appliance company that provides their own extended warranty instead of sub-contracting to this company.

I started the process to get my appliance repaired on Aug 10. New Leaf was extremely poor at calling me back. Establishing my contract coverage was tedious with much time spent on hold on the phone. Many days went by and I was promised that someone would get back to me, but they never did. They never located a service provider and finally told me I had to do that. Once I found a service provider, I was able to get the process moving. New Leaf's process for establishing the reimbursement is tedious and took several more sessions on the phone. On Sep 14, my reimbursement was finally processed. I received a check dated Sep 26. My appliance was out of order for approximately 1 month due to New Leaf's awful process.

Unable to get New Leaf to honor the warranty
that I purchased with my Edgestar wine cooler.
I purchased an Edgestar Wine Cooler model *** serial number XXXXXXXXXXX from ***
on 3/11/2013. I purchased a 60 month warranty at the same time *** providing coverage until 3/10/2018. The unit stopped working on 8/3/17. The seller and the manufacturer referred me to Newleaf for warranty service. After several call to Newleaf a service order SOXXXXXXXX-X was issued on 8/24/17. After four more calls a technician from Mr. Appliance was sent and he determined that the unit need a new compressor and a new evaporator. The cost of the parts was quoted at $496.54 plus labor of $750 for a total repair cost of $1,246.54.l Additionally calls to Edgestar have determined that the evaporator is not available and they do not believe that it will be available anytime soon. This information has been given to Newleaf most recently as today.
The unit can be purchased new on line for $1079.00 including shipping. I have made four additional calls to Newleaf since the service visit and have been told each time that the matter is "under review" and that I will hear from them in 3-5 days. It has been over six week since I began the process of trying to get repair, replacement or restitution under the terms of the warranty.