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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company refuses to honor a warranty transfer despite sending in the completed form and check.
I phoned in to New Leaf on 6/24/19 to file a warranty service call. It was determined that I needed to do a warranty transfer from original owner since I purchased the home. THe form was sent to me. I completed the form (including having the original owner sign the form acknowledging the transfer) and enclosed the fee to have it transferred. The range and dishwasher are just 2 years old and the refrigerator is one year old. I need service on the refrigerator. At no time did New Leaf inquire about the date of sell or provide any information related to date parameters. I received a letter back from them denying the transfer as it was outside the "10 day window". If there was a time limit, why was this not mentioned during my call? New Leaf has found a loop hole in order to not honor a purchased warranty that is transferable. they are pocketing money for services that were paid for with the warranty that they refuse to honor or provide. Upon reading the reviews for this company online, it seems that there is a very constant theme as to poor service or refusing service. THis company is not providing service in good faith.
I am seeking the resolution of New Leaf honoring the service agreement that was purchased with these appliances in March 2017 and June 2018.
On June 24, 2019, *** (Ms.) contacted New Leaf to request service on her Maytag refrigerator. New Leaf was unable to locate a contract using her contact information; it was then that Ms. explained that her refrigerator, range, and dishwasher, were previously owned by another owner, Jennifer *** (Ms. Perog). Ms. sold her house to Ms. and provided her with the service contract information for the appliances in the home.
New Leaf provided Ms. with the transfer request form and advised that the service contract for the appliances would need to be transferred to her before service could be dispatched.
June 27, 2019, New Leaf received Ms. transfer request form and a check for the transfer fee. Upon receipt of the documents, New Leaf determined that Mr. Perog's original service contract requires all transfer request to be made within 10 days of the products' new ownership. Based on the paperwork received, ownership was transferred November 29, 2018.
New Leaf determined service contract ownership of the refrigerator, range, or dishwasher could not be transferred due to the required 10-day window being exceeded. New Leaf should have been notified no later than December 9, 2018 to be eligible to transfer ownership.
As a gesture, New Leaf has made an exception and authorized the contract ownership to be transferred. Ms. has been updated and contacted to arrange service for her refrigerator.
Sincerely,
Tori D ***
New Leaf Customer Care
it has been 6 months and noone has come out to fix my appliance
we purchased an NXR gas range in November of 2015.We also purchased an extended 5 year warranty for the range. In January of 2019, we started experiencing several differnet issues with the range. We reported the issues and a couple of months later, a sewrvice person finally came out to *** the issues. He said he had to order parts and when they came in he would be back to fix the range. The parts came in April and I have been trying to get them back out to fix the range and all I keep getting are excuses. This range is a fire hazard as the oven part just comes on by itself in the middle of the night. I have called day after day only to get excuses. We would like to have our range fixed that is what we paid for!
i want someone out here now to fix the range or we would like to get a replacement range!
On January 4, 2019, *** (Mr.) contacted New Leaf to report multiple issues with his NXR gas range. New Leaf reached out to several service providers in Mr. area and was able to dispatch to BGH Electronics (BGH) on January 8, 2019. BGH scheduled a diagnostic with Mr. for January 15, 2019. BGH telephoned New Leaf on January 18, 2019 to request assistance obtaining five (5) parts (Spark Module, Switch Harness, Door Springs (x2) and Door Gasket).
New Leaf outsourced these parts via two distributors and notified Mr. on February 7, 2019 that parts were in route to his home address, but no ETA could be provided. Mr. expressed understanding and would await the parts.
Mr. called New Leaf on March 25, 2019 to obtain status of his parts. An ETA was still unavailable, and Mr. expressed that his frustrations would lead him to contact an attorney due to the time frame to complete service. It is New Leaf's goal to provide swift and professional service to all its consumers. Mr. terms and conditions do not stipulate that New Leaf must complete repairs in a certain amount of time, as there are several entities involved in the repair process that New Leaf is unable to control.
April 23, 2019, Mr. informed New Leaf that his parts had arrived, however he was now experiencing issues getting BGH to return his calls. New Leaf's voicemails and emails to BGH requesting immediate assistance with completing Mr. repairs were not returned. As BGH was unresponsive, New Leaf attempted to locate another provider to assist with Mr. claim on May 17, 2019.
New Leaf contacted more than twenty (20) service providers in Mr. area, however few would accept the service call without additional fees. A provider, Dave Zaccari Appliance repair, agreed to take on Mr. repairs however required additional compensation due to being 80 miles from Mr. home.
Per Mr. terms and conditions, "additional time and mileage charges for in-home repairs outside of twenty-five (25) contiguous land miles or the normal service radius of the authorized service center are not covered by this agreement and are the responsibility of the contract holder" (page 2, IIB.6; Section: In-Home/On-Site). Mr. was informed of his new provider and provided with the aforementioned disclosure from his terms and conditions. On July 2, 2019, New Leaf was advised by Dave Zaccari Appliance that Mr. was scheduled for service for the following Friday, July 5, 2019. New Leaf has dedicated personnel assigned to monitor Mr. service to completion.
Sincerely,
*** D ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
FIRST OF ALL.."IT IS NOT MY PROBLEM THAT THEY CANNOT FIND SOMEONE IN MY AREA TO WORK ON THE PRODUCT"!!! SECOND OF ALL 'I WAS "NEVER" INFORMED OF THE "ADDITIONAL TIME AND MILEAGE" BECAUSE THEY CANNOT FIND ANYONE CLOSER TO ME...AGAIN, THIS IS NOT MY PROBLEM!!! AGAIN, I EMPHASIZE THE FACT THAT NO REPAIRS SHOULD TAKE THIS LONG(6 MONTHS) IF YOU CANNOT COMPLETE THE SERVICES IN A TIMELY MANNER, YOU SHOULD NOT BE IN BUSINESS!!!
New Leaf understands Mr. frustration regarding the service for his range. New Leaf is responsible for providing service for a covered product per the terms and conditions. At no fault of Mr., service delays have occurred. New Leaf apologizes for Mr. inconvenience. New Leaf has confirmed with the service provider that Mr. unit was repaired as of July 26, 2019. If Mr. requires additional assistance, we are available to assist at us at XXX-XXX-XXXX or ***@newleafsc.net.
Sincerely,
*** D ***
New Leaf Customer Care
New Leaf Warranty uses *** for their service contracts. My dishwasher has not been fixed in 3 months. New Leaf has not called me back once.
We bought a warranty from New Leaf Warranty. For 3 months now we have been told the manager will call us back and we have NEVER heard back from him. You would think that New Leaf would help us with what all we are STILL going through but they won't return our calls. We need help SO BAD. We have nowhere to turn for help. New Leaf OR Tanstel will not return our calls. If you buy ANY appliance ANYWHERE you need to make sure that on the warranty you buy that *** ELECTRONICS is not the service people. It is going on 3 months now since one of their 'qualified technicians' (lol) came out to fix my Bosch dishwasher. Someone came out earlier to fix it but when they pushed the dishwasher back into place it started working great. The service man said that it must have been not completely plugged in the back. He ordered the part anyway and about 2 or so weeks later the 'repairman' (lol) showed up at our house to fix it.....again. We told him that it was working fine that we are pleased with it. The repairman said....'well, I have the part, I might as well put it in.' So a few hours into it I went and asked him how it was going. He said that he couldn't get it to work. I told him....'just put the other part back in that it was working fine before. He told me that he DID put the other part in and it still doesn't work. He left saying he had other customers to call on. 2 weeks later he came again with no new parts and sat infant of the dishwasher for 2 hours trying different things and...IT STILL DIDNT WORK. He told me that he has been at our house for over 2 hours and he had other customers to see so he left. We later found out that he had to order another part. Of course this part is backordered. It has been 3 months since we have not had a dishwasher. The man was looking at 'youtube' videos as he worked on my dishwasher.
Of course New Leaf Warranty who carries the warranty will not call us back. Not in 3 months have we received a call from the manager at Tanstel who we have been asking for. Today ApplianceSmart called me to tell me that the part he ordered was backordered again. ApplianceSmart are the only ones who ever called me back. Oh....there was *** with New Left Warranty and he said he was going to get to the bottom of this and he will call me back. NOT A WORD BACK FROM HIM. Surely there is some kind of lawsuit I can file. Can anyone help me out with what my best options are. I am reporting them to the Revdex.com. I asked for a new dishwasher and they said they had to fix it. Do you see where I am at the mercy of all these FOOLS. What can I do? I see they have a 1 star rating. Has anyone else in my position got their claim settled? Can anyone out there help me. My hands are tied and I can't do anything. I have begged but that didn't help. PLEASE HELP
The repair man has been to our home 3 times in 3 months. The last time he was looking at a YouTube video trying to fix our Bosch dishwasher. My dishwasher is WAY over their heads to fix. I would like a new dishwasher to replace the one that doesn't work. I am afraid that if they get it working that it won't last long. They have ordered part after part and they can't fix it. We have never received a call back in 3 months. Even the company that is the warranty group....New Leaf....wont call us back. We call and beg and they say that they will call back with more info. PLEASE HELP US. We are helpless and New Leaf or *** could care less. Please don't let them do this to me. I am a senior citizen and I feel like I am being taken advantage of.
On April 20, 2019, *** (Mrs. contacted New Leaf to request service for her Bosch dishwasher that would not turn on. Service was dispatched to *** Electronics *** who performed a diagnosis on or about May 8, 2019. Mrs. expressed frustrations with Tanstel on May 20th that repairs had not been completed; multiple parts had been installed and the dishwasher was still malfunctioning. Tanstel attempted to complete repairs on May 24, 2019 but determined additional parts were needed.
New Leaf continued to monitor Mrs. claim to ensure her repairs moved forward. New Leaf asked *** to provide status of the parts on multiple occasions, but was unable to obtain an ETA. June 20, 2019, *** indicated to New Leaf that 2 parts needed were on back order until June 24, 2019. However, after receipt of Mrs. Revdex.com complaint, Tanstel opted out of completing repairs due to conflicts between themselves and the customer.
June 25, 2019 New Leaf reassigned service to Bosch Home Appliances (Bosch). Bosch scheduled a diagnosis for Mrs. on July 1, 2019 and provided the estimate on July 9, 2019. The estimate for repairs has been approved, and a representative is monitoring Mrs. claim to ensure a resolution is found.
Sincerely,
*** D ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a full refund from New Leaf on the cost of the warranty. They have proven that they do not have a qualified service company that can work on my Bosch. From now on I will go straight to Bosch for repairs and not use my warranty because it did me no good.
Ms. had service with Bosch on July 31, 2019. Per Bosch, the unit was repaired to manufacturer specifications. New Leaf has fulfilled its obligation to repair Ms. O'Quin's dishwasher per her terms and conditions. If Ms. O'Quin still requests to cancel her service contract, she can contact to her retailer, ApplianceSmart, at the number below.
ApplianceSmart
Amanda ***
XXX-XXX-XXXX
XXX-XXX-XXXX
Sincerely,
*** D ***
New Leaf Customer Care
Buyer Beware! (New Leaf, New Leaf ServicePro, Service Pro)
We never had a service call and were entitled to 50% Back "Guarantee". This company had enough information from me (original registration, address, model number, purchase date, no repair calls) to offer me an extension on the warranty last week but when it came time to give the guaranteed rebate they blocked it. Why-> required 3 original papers from 5 years ago. I somehow found 2 of the items whilst the last item was lost in Hurricane Harvey (along with our house). Response from New Leaf: must have the original papers. Sorry your missing one. 50% back denied.
In short this "clever" business practice is shady in my opinion. They have all the info they need to ask for more money but not enough to return any money they "guarantee" they would. My experience is one wherein they do not operate in a spirit of fairness and good faith. Instead they opt to operate such that:
A) people forget the guarantee after 5 years and if that fails then
B) they craft a technicality revolving around a specific piece of paper (which has information you register with them at the beginning of the service).
So -> consider that this is what happens when no service is requested in 5 years and revolves around a mere $60 money back guarantee! Imagine if you have an actual covered problem...
New Leaf - your welcome to reply here with your perspective but please don't contact me.
We apologize you are not satisfied with the decision regarding your service contract benefit. The 50% back certificate identifies what is required in order to guarantee half the cost of your service contract. We do understand your position but are unable to process funds for 50% back if we do not have all the necessary documents to process the request.
Stay Away From New Leaf Warranties - False Advertising, unhelpful call center, & sneaky fine pint
I purchased the New Leaf PLUS - 3 Year Digital Camera Service Plan with Accidental Damage Coverage (for Drops & Spills) for Products Retailing up to $6500.00 for my new camera. While on a job my camera hit a thick zipper and put a large scratch through my touch screen. When I called New Leaf The call center suggested that it was not covered in the fine print because the camera still functioned. That is not what they advertise at all. 3 times they suggested they would speak to an Adorama client rep and they never would call me back. You don't purchase fine print when it comes to warranties you by a box. They even suggest you can be billed for the call if they don't process the claim! I will not be Purchasing from Adorama moving forward as they are partners with this terrible company!
At this point I do not trust New Leaf to honor the repair of my camera or the responsibility to follow through with what they say they will do. I would like a full refund for the warranty.
On May 7, 2019 *** (Mr.) contacted New Leaf regarding a scratch on his Canon camera display. Mr. explained he was working and that his safety vest scratched the screen, but that the camera did still function mechanically and electrically as it should. New Leaf requested Mr. to provide pictures of the scratch for further investigation (see attached).
After review of the pictures and the details provided by Mr., it was determined that the issue would not fall within his service contract coverage. The scratch was cosmetic and did not affect the functionality of the camera. Upon receipt of the Revdex.com complaint, New Leaf management reviewed the information provided by Mr. in further detail to ensure the correct decision was made.
Mr. service contract covers Accidental Damage in Handling (ADH) for damage from drops, collision, and liquid spills. ADH only covers damage that results in an operational or mechanical failure caused by an accident. As the scratch on Mr. display does not meet the criteria for service under his service contract. New Leaf is unable to authorize service for Mr. current claim.
Sincerely,
Tori D ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not settle the claim of false advertising of the product warranty, verse the actual coverage that is listed on the box. To suggest a deep scratch on a touch screen does not effect the functionality of a camera is un-true, it is the visual life line of the camera and is where all the critical information is delivered to the user. Its like saying a large scratch does not effect the use of an iphone. Here are examples of the statements made on the box and description of the product warranty.
1.worry free experience for your new product. We'll keep your camera working like new and if we can't, we'll buy you a new one.
2. Purchasing a New Leaf PLUS service plan with Accidental Damage Coverage provides you with added protection from unintended drops and spills.
There is not a mention of ADH only covers damage that results in an operational or mechanical failure caused by an accident.
New Leaf does apologize we could not meet Mr. expectations. A copy of Mr. complete terms and conditions are attached for your reference. Per Mr. terms and conditions, "The Covered Product is protected against accidental damage in handling (ADH) such as drops and liquid spills. ADH only covers operational or mechanical failure caused by an accident from handling." Mr. description of failure suggests the damage to his camera is cosmetic and does not affect the mechanical or electrical components.
Using the details provided by Mr., New Leaf is unable to justify service for Mr. current complaint.
Sincerely,
Tori D ***
New Leaf Customer Care
Charging me $85 for a service call. They said they would call before sending someone but did not call. If I don't pay they won't honor 5 yr warranty
Called New Leaf 6/4/2019 to service my washing machine due to a loud noise. They said if no repairs were made I would be responsible for the service. They said they would call me back after they reviewed the voice recording of the noise I sent to them. Baker Appliance left a voice mail at 4:57pm 6/4/2019 indicating they wanted to schedule an appointment 6/5/2019 between 10 am and 1pm. I called them back at 5:28 pm 6/4/2019 to ask questions about the noise before the came out since I knew the noise could not always be duplicated. It happens sometimes which is why I recorded it. I didn't want to be charged a fee if I couldn't duplicate the noise. When I called, I received an automated message that they closed at 5pm. I called again 6/5/2019 at 7:26 am and received an automated message that they would not open until 9am. I called again at 9:02 am and left a message asking them to call me about the appointment they wanted to schedule. They called me back at 10:08am saying the service person was on the way. I told them I didn't know they were coming and wanted to talk to them before they came. A few minutes later they arrived and the noise could not be duplicated. They said there was nothing they could do and left. I received a bill from New Leaf several days later for $85. I contacted them and explained what happened since New Leaf told me they would call me back before they sent anyone. They told me if I don't pay the $85 they will not honor my 5 year warranty on my washer and dryer.
I would like the $85 waived and my 5 year warranty honored. New Leaf failed to called me back as promised before sending a service repair person.
On June 4, 2019, *** (Ms.) contacted New Leaf to advise her Samsung washer was intermittently making loud noises. According to the terms and conditions of the contract, costs related to a service request which results in a failure excluded from coverage will be billed to the customer (page 3). New Leaf request Ms. to submit a video recording of the sound she heard in order to review eligibility of coverage.
New Leaf received Ms. video and dispatched service to Baker's Appliance on June 4th. After Baker's Appliance diagnosed Ms. washer June 5, 2019, they reported that they were unable to duplicate the noise after attempting to for over 30 minutes.
A letter was sent to Ms. requesting repayment for the non-covered service call on June 10, 2019. New Leaf received a call from Ms. on June 17, 2019 to dispute the letter she had received; she advised that service should not have been dispatched without consulting her first if New Leaf did not feel her issue would be covered. New Leaf does believe the audio provided by Ms. warranted service to be dispatched.
As a gesture, the request for repayment regarding the service call performed by Baker's Appliance on June 5, 2019 has been removed. Ms. can disregard all notifications received under Service Order# XXXXXXXX-X. New Leaf apologizes for Ms. frustrations and Ms. has been contacted by phone advising of the above.
Sincerely,
Tori D ***
New Leaf Customer Care
New Leaf sent letter that I owe them $185.00 for service that was provided in Oct 2018
I had a previous complaint that was sent to you office in 2018. That incident number is XXXXXXXX. This was closed because at the time it seemed to be resolved. Now I get a bill from New Leaf saying that I owe them $185.00 for the repair of the washing machine. In Nov & Dec 2018 the charge was lower and after a few weeks New Leaf and GE said that I did not owe them any monies and that it was resolved. Now 6 months later I get a bill that I owe them more than what was previously billed. During that time of dispute we were not told that the part was not covered. By either GE or New Leaf.
I see this as part of a scam to frighten senior citizens to pay bills that they are not obligated to pay. We received a renewal notice from New Leaf to extend the warranty that we have with them at the present time. We are not renewing any contract with them. I would never get a new contract with them . I would not recommend this company to any one.
We were told in December 2018 that this problem was resolved. Now they bring it up again.
This was settled a in Dec 2018. We do not want to be harrased by this company any more.
On December 4, 2018, New Leaf received a Revdex.com Complaint from Mr. regarding a bill he received from GE. New Leaf arranged service with GE for October 10th between 1pm and 5pm, confirmation# XXXXXXXXX. The technician diagnosed a non-covered failure, a defective external hose on the back of the unit, on his GE washer that was leaking. Per the terms and conditions of the contract, costs related to any service request which results in a failure with an excluded part, are not covered by coverage (Page 5, EXCLUSIONS FROM COVERAGE). In turn, GE will bill the customer direct for their trip and diagnosis fee.
New Leaf spoke with Mr. on December 27, 2018 to advise New Leaf will waive the bill from GE, and no further invoices will be sent to him directly. New Leaf understands Mr. has now inadvertently received a letter requesting repayment for the service call on October 10, 2018. New Leaf asks that Mr. to disregard this letter as it was issued in error. New Leaf apologizes for any confusion and frustration caused to the *** family. There is no outstanding balance owed by Mr. to New Leaf or GE.
Sincerely,
Tori D ***
New Leaf Customer Care
(The consumer indicated he/she ACCEPTED the response from the business.)
A rep from New Leaf called to inform me that I do not have to pay any bill.
Thank you for your help.
Excessive time to enact replacement warranty- keep delaying.
A camera was sent in for warranty service- Serial number XXXXXXXX
repair facility unable to get parts
newleaf acknowledged, and now repeatedly delays enacting replacement.
claim filed march 30th
At first repair station- adams electronics approx. April 5- had to send to precision camera due to nature of parts needed.
Precision received april 18th
parts have been on order since approx April 20 was told they expect parts at end of April-but nothing showed up.
This process repeated in May- still nothing
On May 30th, spoke to manager (Nathaniel?) who said to call back Monday to process"alternative solution"
I called on Monday, my call was not put through ( managers unavailable), so I wrote this letter, emailed and sent hard copy
"This letter is to kindly ask your company to make good on its offer to replace the Pentax K1 camera that is under your service order SOXXXXXXXX.
At this point, with repair parts still on backorder with no sign of being available in the near future, it should be deemed unrepairable.
I have been promised numerous call backs from the managers- none that have occurred, which I find very troubling. Just as troubling, you have partnered with repair facilities that are unable to provide warranty service in a timely manner. I have been without this camera for over two months. No one has been able to produce a tracking number on the repair parts, or even an order number to prove the parts are ordered."
I include the following email chain (it is newest first) which was good response from newleaf:
From: CustomerFeedback
Sent: Mon, Jun 10, XXXX X:XX pm
Subject: RE: SOXXXXXXXX #150DA8J Customer Letter : #XXXXXXA
Good afternoon,
New Leaf has received further details that the parts needed to repair your camera have no date of availability. Without an idea of when repairs can be completed, New Leaf has leverage to look into other service options. A representative with New Leaf will contact you by phone tomorrow to discuss options available to resolve your claim.
Thank you,
Customer Care
Sent: Friday, June 7, XXXX X:XX PM
To: Tori ***
Subject: Re: SOXXXXXXXX #150DA8J Customer Letter : #XXXXXXA
Tori,
Thank you for your response- please let me know if you need any further details.
The camera is still at precision, tag number XXXXXXX it still shows waiting on parts as of today, 3:45 pm EST
The camera has been at Precision since April 18th, and was at Adams as a first stop. This claim originated march 30th.
***
cell XXX-XXX-XXXX
Original Message
From: CustomerFeedback
>
Sent: Fri, Jun 7, XXXX XX:XX am
Subject: FW: SOXXXXXXXX #150DA8J Customer Letter : #XXXXXXA
Good morning,
Your information was passed along to me to help address your concerns. I have all the service history and tech notes and will be reviewing what has transpired in order to provide a proper response. Please allow me until Monday to provide a definitive answer to the matters in which you have provided below.
Thank you,
Tori D. ***
Account Coordinator
New Leaf Service Contracts
***@newleafsc.net
Yesterdays email now goes back on that, and is the reason I am reaching out to the Revdex.com
From: CustomerFeedback
Subject: RE: SOXXXXXXXX #150DA8J Customer Letter : #XXXXXXA
Mr.,
Your service provider has indicated the manufacturer has the parts and they are in transit to be delivered by the end of next week. We are awaiting the tracking number for confirmation. In the event the parts do not arrive as stated, New Leaf will seek other service options.
Thank you,
Tori D. ***
They are now expecting me to wait- in hope - another two weeks to get the the parts, and, another week to repair, and two weeks to ship
I have been stung along too far and would like an immediate resolution.
I would like them to immediately make good on their replacement warranty. I find it offensive to be strung along with false promises of resolution.
On April 1, 2019, *** (Mr.) contacted New Leaf regarding issues with the shutter on his Pentax camera. On the same day, service was dispatched by New Leaf to Adam's Electronics (Adam's). Mr. shipped his camera to Adam's on or about April 15, 2019. Mr. reached out to New Leaf on multiple occasions after this date to request parts to be expedited or a loaner camera to be provided for him while his camera was being repaired.
Mr. expressed continued frustrations with New Leaf due to the time he had to wait for repairs to be completed. A definitive repair status was provided to New Leaf by Adam's on May 23, 2019. Adam's explained the parts needed to repair Mr. camera have been on back order with the manufacturer and there was no estimated time of arrival.
New Leaf has apologized to Mr. for his frustrations regarding the time to complete repairs for his camera. It is our goal to provide swift and professional service to all our consumers; Mr. terms and conditions do not stipulate that New Leaf must complete repairs in a certain amount of time, as there are several entities involved in the repair process that New Leaf is unable to control. New Leaf has and will do everything it can to ensure a resolution is found for Mr..
Based on Mr. plan type, New Leaf's obligation is to provide a repair solution for electrical and mechanical failures that are covered under his terms and conditions of the service contract. New Leaf is only able offer a replacement unit or settlement under the following circumstances:
The unit is deemed unrepairable by an authorized service provider
The cost of repairs exceeds the original unit purchase price or the remaining limit of liability on the service contract
The unit is deemed a lemon under New Leaf's "No Lemon" policy
New Leaf is diligently working to find a resolution for Mr.. A specific date cannot be provided at this time, but New Leaf will continue to monitor and communicate with Mr. regarding his repair status. As of today, New Leaf has been unable to obtain tracking information regarding the parts needed; therefore New Leaf will look into replacement or settlement options.
I have paid New Leaf Service Contracts and they refuse to replace because it is not repairable per their service person.
I have paid New Leaf Service Contracts for a six (6) year service contract for an Edgestar outdoor refrigerator Model ES CBR1501SSOD. They sent a repair person out to service the refrigerator because the temperature inside was 74+ degrees. The repair person said it was NOT reparable because it was "sealed system issue with Edgestar cooler/ service call warranty company said they will replace unit with customer or reimburse for new unit." Now New Leaf ONLY wants to reimburse for the cost of the service contract NOT a new or replacement refrigerator. I have copies of the service contract and cost associated with this purchase.
New replacement refrigerator Edgestar 5.49 Cu.Ft. 142 can stainless steel outdoor refrigerator Model ES CBR1501SSOD, still being sold by Edgestar today.
On May 21, 2019, *** (Mr.) contacted New Leaf regarding his Edgestar refrigerator that was not cooling. New Leaf dispatched service to Nick's Appliance who performed a diagnostic on May 22nd. The following day, Nick's Appliances indicated to New Leaf that Mr. refrigerator had a leak in the cabinetry and a restriction in the compressor. The refrigerator would require a special refrigerant, R600, that must be used to restore coolant within the unit. The cost to repair such issues would exceed the cost that Mr. originally paid for his refrigerator.
New Leaf contacted Mr. on May 28, 2019 to advise that New Leaf would not be able to replace his unit. The refrigerant that Mr. refrigerator requires is dangerous and there are limited service providers who would complete the required repairs. Mr. was not satisfied with this option and requested New Leaf to provide additional service options. May 29th, New Leaf offered a refund for the cost of his service contract; Mr. rejected this offer as well.
June 6, 2019, New Leaf offered Mr. a comparable replacement model Edgestar CBR1501OD or a cash settlement of $532.36, the amount of the comparable model. New Leaf is currently awaiting Mr. decision in order to move forward.
Sincerely
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never contacted by New Leaf with this offer.
This statement is a lie!!! "June 6, 2019, New Leaf offered Mr. a comparable replacement model Edgestar CBR1501OD or a cash settlement of $532.36, the amount of the comparable model. New Leaf is currently awaiting Mr. decision in order to move forward.
I will accept the replacement refrigerator model Edgestar CBR1501OD, when can I expect delivery?
June 6, 2019, New Leaf called and offered Mr. a comparable replacement model Edgestar CBR1501OD or a cash settlement of $532.36, the amount of the comparable model. On June 24, 2019, Mr. accepted the replacement unit and New Leaf immediately began the process of shipping the replacement Edgestar refrigerator to Mr.. Tracking details were emailed to Mr. on June 26, 2019. Below are the details regarding the replacement unit and shipping.
Ordered: Stainless Steel EdgeStar CBR1501OD 24-Inch-Wide 142 Can Built-In Outdoor Beverage Cooler
Ordered On: Tuesday, June 25, 2019
Shipping To: Shipping ***, 162 SE Santa Gardenia Port St. Lucie, FL XXXXX, XXX-XXX-XXXX
Shipping Carrier: R&L Carriers (XXX) XXX-XXXX
Tracking#: XXXXXXXXX
Note: R&L Carriers will contact you to schedule delivery. Someone must be present to receive shipment. Most carriers provide curbside delivery only
Sincerely,
Tori D ***
New Leaf Customer Care
(The consumer indicated he/she ACCEPTED the response from the business.)
Received replacement. Thank you for your help!
Fridge is leaking and has been for over a year and no one has done anything to fix it
Pay for the repairs and the damage it's caused to my hardwood floors
Fix the fridge and the damage to the floor
On March 19, 2018, *** (Ms.) contacted New Leaf regarding her Samsung refrigerator that was leaking. March 20, 2018, service was dispatched to Authorized Appliance. Ms. notified New Leaf on March 28, 2018 that Authorized Appliance had not received the dispatch and requested that the paperwork for service to be resent to them. New Leaf resent the paperwork for service to Authorized Appliance and confirmed receipt of the information with the provider's receptionist.
December 19, 2018, New Leaf was contacted by Ms. dealer to inform that Ms. refrigerator was still unrepaired. New Leaf contacted Authorized Appliance for status of repairs and was advised several parts were needed and that they were having issues obtaining them. New Leaf advised they would research the parts needed and determine how best to move forward.
January 14, 2019, New Leaf ceased efforts to locate the parts for Ms. claim and opted to find an alternate provider to complete repairs due to the delays from Authorized Appliance. New Leaf assigned *** Electronics Service (*** Electronics) on January 17, 2019 to assist with repairs. *** Electronics became unresponsive until February 27, 2019 when they indicated they had been working with Samsung for help finding a resolution for Ms. refrigerator and should have an update soon.
May 31, 2019, New received details from *** Electronics that they would not be able to complete service and suggested that repairs be reassigned. New Leaf located Harrison Appliance, and service was dispatched to them on June 1, 2019. New Leaf will continue to monitor Ms. claim to ensure a speedy resolution. Harrison Appliance is currently putting the estimate together in order to obtain approval to order parts and complete repairs if cost effective.
Sincerely,
*** D ***
New Leaf Customer Care
Purchased a refrigerator that broke, seeking a refund or repair with "Food Loss" coverage. Company did not respond.
Lets start with the companies address being FASC, 8700 Freeport Parkway, Irving, TX XXXXX with the phone number of 1-855-879-6395. But I was not able to find them under the Revdex.com website, this address is in the contract and terms and conditions that I was provided to me by them.
I purchased a "Summit" Refrigerator FFBF171SSIM VB0325Z008EHLEDNSXXXXXX for $1,349. The refrigerator broke on Friday May 17, 2019. New Leaf has inspected it on monday and ruled it as a broken compressor stating it needs repair. Then the company stated that they made a wrong assessment and have not ordered the part for repair and have not contacted me about a potential repair or refund ever since. I was looking for a repair at first but now am looking for a refund on the purchase. Under the terms of my contract there is a "Food Loss" feature that entitles me to $200 because of hot summer weather and I am not able to cool food products. I am looking for the $200 and up for "Food Loss" compensation on top of the $1349 refund for the refrigerator. I have contacted them today on May 23, 2019 but they have not contacted me in over a week about any resolution since the first day of me having the problem (May 17th).
I am looking for them to contact me and a refund on this product.
On May 20, 2019, *** (Ms.) contacted New Leaf to request service for her Summit refrigerator that was not cooling. On the same day, New Leaf dispatched service to Superior Appliance to assist with repairs. May 24, 2019, New Leaf received tech notes from Superior Appliance indicating the refrigerator had an internal sealed system leak and was not repairable. New Leaf confirmed these findings and began the review process for replacement options.
Once a replacement model was sourced, New Leaf reviewed all service history and the terms and conditions for Ms. contract. The limit of liability clause in Ms. terms and conditions restrict New Leaf from exceeding the cost she paid for her original unit. After paying the service provider for their diagnosis, the remaining contract balance was $1289.00. The comparable replacement models New Leaf located exceeded this amount and therefore New Leaf offered Ms. a cashout settlement for $1289.00.
Ms. accepted New Leaf's offer on June 3, 2019. The check is in processing and Ms. can expect to receive of her check in approximately 14-21 business days. New Leaf does understand Ms. request food loss reimbursement as well. Based on the eligibility to receive food loss, Ms. claim would not qualify, however New Leaf will make an exception and authorize the food loss reimbursement as a gestured of goodwill. Ms. will be emailed today with the instructions to obtain her reimbursement. Attached are the instructions Ms. will be provided.
Sincerely,
Tori D ***
New Leaf Customer Care
Worst company ever! They aren't acknowledging our extended warranty, even with proof from the company who initiated it. Do NOT ever do business with this company.
We apologize for your frustrations. Please send an email to ***@newleafsc.*** with the name, address, and phone number on your service contract in order for management to investigate your service contract.
Bought insurance for New Sofa from Crown furniture
dated sept 09 2015
item purchase sept 14 2015
manufacture G furniture
Contract reference XXXXXXXX
First claim about the material defect on sofa, denial reason didn't cover
Second claim recently cut on sofa, denial reason didn't cover
I am expecting either replacement of sofa set or give store credit
On May 31, 2018, New Leaf received an email with photos and a service request from *** (Mr.) regarding his living room sofa. The pictures received displayed cracking and peeling of the leather throughout the sofa. On the same day, New Leaf emailed Mr. and advised peeling is listed as an exclusion from coverage under his terms and conditions.
March 15, 2019, Mr. contacted New Leaf to advise that his sofa had been damaged by a child and cut with a knife. Additional pictures of the damage were requested by New Leaf to determine how best to proceed. Pictures of the damage to Mr. sofa were received on May 1, 2019. After further review by management, Mr. request for service was denied.
The pictures Mr. provided showed damage including peeling, cracked leather, tears, and holes. New Leaf contacted Mr. to explain that damage is only covered if it occurs as a result of a single incident. The pictures provide proof that the damage to the sofa accumulated over time. In addition, Mr. could not provide an explanation as to why the damage was scattered throughout the entire sofa versus one in location.
May 10, 2019, New Leaf notified Mr. that his claim would be denied as the damage to his sofa is excluded from coverage under the terms and conditions of his service contract. The pictures are provided for your reference.
Sincerely,
Tori ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not agree with above response. They didn't do any real conversation on coverage. I suppose to have call in 5 days per phone conversation but didn't get response so I sent reminder and they send me standard email and phone voice main for denial without any proper explanation. To me seem like they were running scam and they did formality to cover their-self. I am not agree with their decision on 2nd claim. They didn't ask me any further specific information. Now they said I didn't provide certain info. They just denial my claim without enough explanation and
New Leaf understands Mr. is dissatisfied with the decision regarding his complaint. Our team reviewed Mr. feedback and all necessary claim information surrounding his service contract. We cannot authorize service for damage that does not occur as a result of a single incident. We received proof from Mr. that the damage to his sofa accumulated over time. In addition, Mr. could not provide an explanation as to why the damage was scattered throughout the entire sofa versus one in location. Mr. claim has been denied, as the damage to his sofa is excluded from coverage under the terms and conditions of his service contract. New Leaf will be unable to provide repairs or replacement options for the issues reported on Mr. sofa.
Sincerely,
Tori ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
Its same standard reply as before and I am not agree with their decision. Horrible company.
Service took over a month because parts were lost. If they had compensated me for their mistakes it would have been 5 stars. Wish I had Sears or Costco service.
We strive to provide all of our customer's with swift and professional service. We apologize for the delays with the parts. New Leaf is unable to control speed of service but does guarantee to provide repair or replacement for any covered failure within the contract period. We will record your frustrations and determine how we can avoid matters such as these in the future. Our apologies again for your inconvenience.
No extended warranty service received!
Add another scammed consumer to this list. This is not a legitimate business, as every time I've called they've given me lie after lie of "oh we can't find your claim/contract/product - we'll have someone investigate and call you back". Never hear back and have not received any service for a broken fridge going on 6 months now! Avoid this fraudulent company at all costs!!
Extended warranty purchase date: 6/20/2017
Retailer purchased refrigerator from: ***
Warranty price: $250
Service requested multiple times, initially on: 1/17/2019
Service order#: XXXXXXXX
Contract #: NLXXXXXXX
I need my $250 I paid for this extended warranty refunded
On January 17, 2019, *** (Mr.) contacted New Leaf to request service on his Samsung refrigerator that was not cooling properly. After verifying his contact and product information, service was dispatched to *** Appliances *** on the same day. January 21, 2019, *** provided New Leaf with an estimate for repairs that was approved the following day. Mr. advised New Leaf on March 21, 2019 that repairs to his refrigerator were not finished yet and he had not received any follow up from *** New Leaf assisted in conferencing *** and Mr. on the line together to arrange a date to complete service. March 25, 2019, Artin advised New Leaf that repairs were completed.
May 9, 2019, Mr. reached out to New Leaf to advise his refrigerator was still not cooling. During the claim verification process, Mr. provided a different serial number than what was originally reported. Service could not be dispatched until the serial number was confirmed. New Leaf received a picture of the model and serial number tag from Mr. on May 16, 2019. New Leaf documented the correct serial number and proceeded with dispatching service on May 18, 2019.
New Leaf researched Mr. model on May 19, 2019 and determined that Samsung covers the parts and labor for a refrigerator sealed system failure for five (5) years from the date of purchase. New Leaf in turn referred Mr. to Samsung for assistance with his new no cool issue. Mr. was not satisfied with the referral to Samsung. Mr. took to Yelp to express his frustrations on May 20, 2019. New Leaf apologized for frustrations caused and provided Mr. a direct point of contact at New Leaf that he could reach out to until repairs were completed.
New Leaf was advised by Mr. that *** had not in fact completed repairs back in March despite what *** advised. To avoid further delays, New Leaf opted to move forward with dispatching service to a new provider, *** Appliance, on May 20, 2019. New Leaf followed up with Mr. on May 31, 2019, and Mr. advised *** Appliance had been to his home, but his unit stopped cooling again and he had been unsuccessful getting *** Appliance to come back to his home.
New Leaf issued a new service order to *** Appliance who arranged service for Mr. on June 1, 2019. *** Appliance was advised that Mr. issue should be resolved quickly due to ongoing repair delays from his previous service providers. New Leaf confirmed on June 6, 2019 that repairs were completed.
Sincerely,
*** D
You have to pay for your own shipping to a service center. Also, they take forever to send you the check. Honestly the service took forever and I would never buy from Adorama or New Leaf again because of it. Most insincere customer service company.
We apologize for your frustrations with your service contract. New Leaf provides assistance based on the plan type in which a consumer purchases. The plan you purchased for your camcorder reflects carry-in service. Per your terms and conditions, "Unless otherwise provided in this Agreement, Covered Products must be delivered and picked up by You at Our authorized service center during
normal business hours."
Tried to file a claim online but it said it was already expired, on the day it should have been good til midnight. They were already closed for calls
I purchased a 5 year warranty on May 11, 2014, I didn't even receive my item until days later. My warranty started the day I purchased the item and was for 5 years. On their website it only shows the purchase date and 5 years. I went online to file a claim in the evening of May 10, 2019. It already said it was expired, well before midnight. Since they were already closed I couldn't call in a claim. I thought the warranty expired on the 11th since that is 5 years but they use some wonky calculations to make your warranty expire the day before on the 10th. I wrote them on FB at 5am on the 11th to explain the issue, 5 hours after my warranty should have expired. I thought my warranty expired that day (11th) so I didn't screen shot things. I was told they would call me back that day. 30 min before they closed I called them. The lady took my information and said someone would call Monday. They didn't. I contacted them through FB again and was told someone would definitely call me Tuesday. I was contacted Tuesday and I was then informed I was out of luck. Even though it was impossible for me to file a claim online on the 10th because their system already marked it as expired, they wouldn't do anything.
I want them to honor the claim and fix or replace my camera.
New Leaf does understand the frustration *** (Ms.) has regarding her service contract that has expired. Ms. contract was purchased on May 11, 2014 and expired on Friday May 10, 2019 at 11:59 PM. We show no phone calls from Ms., nor could we locate any online service request submissions on May 10th during business hours of 7:30 AM - 7:00 PM CT. The first recorded contact from Ms. was on our Facebook chat messenger on Saturday May 11 at 4:19 AM CT which was, unfortunately, after her contract had expired.
Ms. has been advised of these circumstances and New Leaf is unable to provide service after the expiration of the contract.
Sincerely
(The consumer indicated he/she DID NOT accept the response from the business.)
Because of a glitch in their system I get screwed over. I couldn't fill out an online service request because at 11pm on May 10th, it already stated that it was expired! How am I supposed to call when your phone lines are closed at that time!? I contacted you 4 hours after my claim had expired the only way I could, through FB. I hadn't thought of it earlier. I tried to file it online before midnight but it was already "expired" and your phone lines were closed. I have never experienced such a shady, unhelpful, rude and money hungry company. I have had nothing but issues with any of my claims. I won't be doing business with them again and I will tell everyone how awful they are!
New Leaf understands Ms. is dissatisfied with the decision regarding her complaint. To obtain service, Ms. needed to contact New Leaf during normal business hours (7:30 AM - 7:00 PM CST) on Friday, May 10, 2019 or prior. There has been no calls or documentation provided that reflects Ms. reached out prior to expiration or before the of the business day. Ms. unfortunately contacted New Leaf after her contract had expired. New Leaf is unable to provide service after the expiration of a contract.
Sincerely,
*** D ***
New Leaf Customer Care
(The consumer indicated he/she DID NOT accept the response from the business.)
So is acceptable for my warranty to expire at your closer of business, 5 hours before midnight but it's not acceptable for me to contact you 5 hours after it expired. I couldn't file an online service request before midnight and I was under the impression my warranty, like most other warranties went from 5-11 to 5-11. Especially since it deceivingly shows warranty dates on my account of X-XX-XX to 5-11-14. So I'm being penalized because your system has a glitch and I couldn't file a repair online. I tried filling a claim before midnight but apparently I can't do that after business hours. What a scam that it marks my warranty expired before midnight. I called the next day and no one ever contacted me, it took me calling 4x for another warranty for you just to call me back. I then had to fight for months to get my warranty paid. You're a shady terrible company and I will tell everyone I know not to do business with you.
We purchased a very expensive warranty plan through New Leaf when we purchased our refrigerator and contacted them a month ago, when the year-and-a-half-old refrigerator stopped working. We have been very patient but since they first sent a technician to our home 3.5 weeks ago, we have to constantly keep calling and still have received NO repair. Hundreds of dollars' worth of food has had to be discarded, and we have to keep buying take-out for our four hungry children and with no resolution still, it seems that the expensive warranty we purchased is effectively useless!
We apologize that a resolution has not been found regarding your refrigerator. Please email us at ***@newleafsc.net with the contract holder's name, address, and phone number and we will look into your issue and contact you back ASAP.
New Leaf Service Contract is unwilling to honor it's warranty and is now waiting for the warranty term to expire to absolve itself of responsibility.
I purchased a 5 year NewLeaf warranty for my Verona gas range on 07/24/2014 through AJ *** for $225. My membership number is XXXXXXXXXXXXXXX.
Verona ***
It is a Gas Range/Stove.
I initially filed a claim on 6/25/18 against the Newleaf warranty above due to two issues ( a burner wasn't working and the oven door did not close properly).
Unfortunately, the warranty protection has not been adequate. I'm disappointed as it appears that all efforts are being made to avoid dealing with my claim as I will outline below.
Someone came out to evaluate the issues and indicated that the first issue he was able to diagnose and resolve, but after review of the second issue, he said this required additional assistance and he would share the details with New Leaf.
After months of no activity, I called and in December (12/7/2018) Savannah Churchill (from the NewLeaf support department) scheduled an appointment for a certified technician to visit and evaluate the issue, not only did the technician not show up on the date scheduled, but when I contacted NewLeaf in January, they indicated the service call had been canceled.
Prior to that, a technician had had come out and evaluated both issues, found that one issue was due to build-up on the burner which he was able to resolve, however for the second issue, he stated that the issue was beyond his scope and he would provide details to NewLeaf for followup. In his assessment this issue with the door was not caused by regular use as the unit had not been moved after initial installation by AJ *** technicians.
I have since been in contact with the customer services department last month (February 2019) regarding the issue below which is in regards to my attempt to utilize my NewLeaf warranty to address an ongoing issue with the Verona gas range whereby the oven door hinge doesn't close completely. I bought this extended warranty to cover, and customer support indicated that manager involvement is needed to determine the next steps and told me Nathan Herrera ( ***@newleafsc.***) would be in touch with me to move forward.
I have made several attempts to engage customer service so as to determine a path forward with no success so far,with a different reason given each time as to why noone can help me(first reason was that I had submitted multiple complaints on the same case hence they were unable to proceed with the second item, second was that since the first issue (burner not lighting) was due to build-up and hence my responsibility, they were unable to proceed with the second issue), this has been ongoing for several months and each time when I ask further I'm given a different resolution none of which materializes.
I was then put in touch with the manager Nathaniel Herrera, who I emailed with the details and shared a picture, I have not heard from him since nor has he responded to my emails (I sent an email to him on 11/19/2018 to which he asked for photos. I then sent 3 emails on 12/07/2018, 3/11/2019 and 3/18/2019 specifically outlining my issue and proposed a resolution to no avail).
In researching a bit further, this issue with the door hinge appears to be a common complaint by Verona owners on consumer reports and AJMadison reviews (where I bought the unit) and is not specific to my unit. On 12/07/2018 I sent him this finding and have never heard from him since.
As my warranty period is expiring in 2 months on 07/11/2019, I'm concerned that no action will be taken until it is too late.
It is my assertion that this unit has not been physically moved since initial installation by licensed professionals. The issue with the door hinge was hence not due to damage but a mechanical issue as clearly indicated by the first technician who assessed the issue. I am seeking to have the warranty honored, whereby a Verona - licensed technician repairs the issue with the oven door hinge, and if they are unable to repair the hinge, per the ServicePro agreement, then a replacement of the gas range is provided. Per the *** Terms and Conditions (in the Coverages section), "...After each portion or all of the manufacturer's warranty expires, this Plan will furnish replacement parts and/or labor necessary to restore your covered product to standard manufacturer's operating condition. If service is required because of a product failure during normal usage, the Administrator/Obligor has the option to repair the defective product or replace it with a product of equal or similar features and functionality..."
On June 25, 2018 *** (Mr.) contacted New Leaf regarding his Verona gas range. The left burner would not function and the door would not close properly. On June 27, 2019, New Leaf dispatched service to Mr. Appliance of Germantown (Mr. Appliance). July 18, 2019 New Leaf received an invoice from Mr. Appliance advising they diagnosed Mr. range. Mr. Appliance indicated that "The surface ignition was dirty not allowing the gas to come out. The door is damaged in the body of the housing assembly. Cleaned out the ignition and the gas valve hose and tested and now the burner is working properly."
Mr. reached out to New Leaf on September 12, 2018 for status of his repairs. New Leaf contacted Mr. Appliance and determined in order to repair the door it would require soldering and they did not have a technician that could assist. Mr. Appliance communicated they would provide pictures of the door to confirm the damage they reported in their initial diagnosis.
September 18, 2018, New Leaf received pictures from Mr. Appliance regarding Mr. door failure.
New Leaf reviewed the pictures, along with the initial diagnosis from Mr. Appliance, and determined Mr. claim would not be covered. Cleanings, including tech cleanings, and damage are considered exclusions from coverage per Mr. terms and conditions. Mr. was informed, and his service order was closed.
After receipt of this complaint, New Leaf issued a 2nd opinion service dispatch to reassess the door issue on Mr. range. *** Appliance Repair (***) was asked to perform a diagnosis on May 7, 2019. The following week, New Leaf received ***'s technician notes on May 13th. The notes state, "Door Wont close - Found broken Frame which supports the door hinges on the Left side. This range is beyond repair. The frame is part of the main oven structure."
New Leaf reviewed Mr. service details, technician notes, and terms and conditions to find the next course of action. New Leaf management conferred and determined the failure with the door was not covered under the terms and conditions of the service contract. As the failure was not caused from a mechanical or electrical breakdown, but rather from a manufacturer defect in workmanship to the structure/frame of the unit or neglect.
New Leaf addressed this decision with Mr. on May 14, 2019, and provided him with his terms and conditions and a point of contact to reach if he has any additional questions or concerns.
Sincerely
New Leaf states that the issue with the range was not caused from a mechanical failure but rather manufacturer defect or neglect.
It is my opinion that the issue was indeed due to a mechanical failure of the door hinge.
I specifically asked the technician who came to visit if the issue could have been caused by anything we did while using the range, he stated that this was unlikely and it appeared to be a mechanical failure.
As I previously stated the range was professionally installed and has not been physically moved since installation outside of regular use opening and shutting the door while cooking, hence it is unclear how this can be deemed neglect. This would seem like a convenient excuse that a consumer cannot defend against, especially as there was no evidence of neglect on the unit elsewhere or even on the other hinge.
When I spoke with the agent on May 14, I asked to speak with a supervisor to discuss the findings of the technician who came out to see the unit as he was unable to answer my questions about the basis of the conclusions made (he stated that the issue was due to neglect on my part based on the assessment of their internal technicians). The support agent put me on hold for about 10 minutes, then hang up the phone. I hence do not agree that they provided the necessary support and collaboration to bring this issue to a close.
I respectfully request that this case be re-opened.
New Leaf does recognize Mr. opinion regarding his failure with his range. A mechanical or electrical malfunction are failures to which the electronics or mechanics caused a component of the unit to stop performing to manufacturer specifications. Two service providers have assessed Mr. range and neither indicated a component failed causing the issue with the door not closing properly. The specifics that were provided to New Leaf all outline the failure with the door being related to the frame, cabinetry or structure to the unit.
These specific reasons are all excluded from coverage in the terms and conditions Mr. purchased. Issues related to the frame, cabinetry, or structure to a product is considered a flaw in how the product was built by the manufacturer. New Leaf cannot be held liable for coverage to a product with defects by the manufacturer.
New Leaf addressed this decision with Mr. on May 14, 2019 and provided him with his terms and conditions and a point of contact to reach if he has any additional questions or concerns.
Sincerely,
*** D ***
New Leaf Customer Care
New Leaf wants to charge me $163.62 for parts and labor. My claim is that they should wipe away this charge and also reimburse me for $200 of my loss.
THE COMPANY MAY NEED THIS SERVICE ORDER NUMBER SOXXXXXXXX-X
Basically, I have a 5 year warranty on my stand alone fridge and stand alone freezer with a company called New Leaf.
The gasket (the rubber that goes along the edge of the refrigerator door blocking the cold air from escaping) was coming off on the bottom of both fridge and freezer.
they sent a local 3rd party technician out and he ordered a new gasket for both. He came and attached them and did an awful job. He left airholes all along. he didn't know what he was doing. We called him back and he said well to fix this properly you really need new hinges and other items and i'll order them for you. The next thing we know is, the warranty company refuses to cover these items since they claim that in the pictures there is some damage on the door of the refridge and they believe it is abuse and they falsely claim that is what caused the gasket to come off on the bottom. Not only will they not order the new parts they will also not fix the mess that the first technician who didn't know what he was doing. they also want me to pay for the unsatisfactory job of the first technician and for the parts.
I ended up hiring someone for $100 and got it all fixed after throwing out meat, fish etc etc.
Problem with their claim:
True my fridge has a small crack about 2 inches long which I am not sure how it came about but my freezer does not show any abuse at all and has no crack whatsoever and they refuse to fix that also. OBVIOUSLY THE GASKET COMING OFF THE FRIDGE CANNOT BE CAUSED BY THE TINY CRACK IF THE GASKET IS ALSO COMING OFF THE FREEZER AND THERE IS NO CRACK!
my freezer proves that the fridge gasket also came off on bottom from regular wear and tear and therefore their entire claim is wrong.
2ND POINT:the technician I hired FOR $100 WHO FIXED THE GASKET also claims that there is absolutely no connection between the TINY CRACK and the gasket 2 feet away!
3RD POINT: the technician who initially came should have mentioned that this is due to damage and will not be covered - he obviously also did not think it was due to abuse
4TH POINT: they sent me a 3rd party technician who attached the new gasket wrong and caused me to need to hire a new technician to reattach it and fix all the bent areas that he messed up. I definitely shouldn't pay for his labor and who know if the original gasket was necessary to change - we are relying on that ignorant technician!
What I would like them to REIMBURSE ME FOR $200 FOR WHAT I PAID MY TECHNICIAN AND LOSS OF FOOD AND ADDITIONALLY WIPE AWAY THEIR CHARGE TO ME OF $163.62
NEW LEAF SHOULD retract theIR invoice and also pay the $100 since tHEY DID NOT FIX THE PROBLEM AND I NEEDED TO HIRE SOMEONE TO FIX THE PROBLEM. I would also like $100 for having to remove all the food since it totally froze up and we did need to throw much food out.
I WOULD ALSO LIKE AN APOLOGY FROM NEW LEAF FOR All my time and headache for their foolishness
$200 REIMBURSEMENT PLUS REMOVE THE CHARGE OF $163.62 THEY WISH TO CHARGE ME
On November 28, 2018, *** (Mr.) contacted New Leaf to advise the rubber seal/gasket was coming apart on his Frigidaire freezer. Service was dispatched to Taveras Appliance Service (Taveras) on the same day.
After performing the diagnosis, on December 3rd, Taveras contacted New Leaf to request approval for service. New Leaf provided approval on the same day. On December 19th, Taveras called New Leaf to confirm they had repaired Mr. unit by replacing the gasket. They also mentioned that Mr. was contacting them and stating he was having the same issue again. Taveras had determined the cause of this problem was from overloading their unit. Taveras sent in photos showing the unit overpacked with food produce (see attached).
December 20, 2018, New Leaf determined Mr. failure was not covered. This non-covered failure initiated a request for Mr. to reimburse New Leaf for non-covered issues. Initial repairs should not have been paid for however details as to what was causing the failure was not provided until the second request for service was made.
Mr. was mailed a letter addressing this non-covered issue on January 7, 2019 (see attached). New Leaf is not responsible for service for failures that were not caused my mechanical or electrical malfunction. Per the service providers cause of failure, the replacement of the gaskets would not be covered because the gasket failed from excess weight on the door.
New Leaf does request payment from Mr. for the non-covered repairs before any new services will be rendered. The payment for $163.62 can be mailed to:
New Leaf Service Contracts, LLC.
ATTN: Claims Dept.
909 Lake *** Suite ***
***, TX XXXXX
Sincerely,
Dear Valued Customer,
Recently you contacted our call center requesting service on your covered product.
After reviewing the information provided by the technician, per the Terms & Conditions of your
contract, the failure does not qualify for coverage under your service plan for the following
reason(s):
Customer Abuse or Misuse
Tech Notes: failure is due to over loading on the doors of the unit that is making the door liner
start to come in on itself.
Based on this information, you are responsible for the amount listed below paid by New Leaf to
the authorized service provider.
Amount: $163.62 part and labor
Service Provider Taveras Appliance Service
We ask that you reimburse New Leaf LLC the money paid to the service provider within 30 days
of the receipt of this letter.
Please remit payment to:
New Leaf Service Contracts, LLC.
ATTN: Claims Dept.
909 Lake Carolyn Parkway
Suite 900
***, TX XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry but your story is wrong. The initial problem was that the gasket was coming off on the bottom. the repairman did an awful job and left airholes around the entire installation of the new gasket. The reason the repairman was called back was not because the gasket fell off again! He was called back to fix the irresponsible job that he did that there were airholes along his entire installation. Unfortunately he did not know how to fix it because he did not know how to install a new gasket. Now that you have the story right please consider reimbursing me the cost of my repairman who did fix what your repairman could not figure out how to fix. PLEASE ACKNOWLEDGE THAT YOUR GUY DID AN AWFUL JOB AS YOU CAN SEE IN THE ATTCHMENT PICTURES and I needed to hire someone to fix it since your guy refused to fix it because he thought he needed to order new hinges and other stuff which is why you jumped to the conclusion that it was abused. That was wrong. It did not need new hinges. My repairman fixed it fine. Please keep in mind that your entire claim of abuse is proved wrong since my freezer that he also installed the gasket wrong was not overloaded!
Please either find somewhere in your contract that says "If our repair man does things wrong we take no responsibility and will not be responsible to correct them" or reimburse me the $100 and realize that your story is wrong and I should not have to pay you for a covered repair.