Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a marine-grade, high quality outdoor BBQ grill from BBQGuys via its website on 3/19/2022. I also purchased a 3-year outdoor grill protection plan. The grill is inoperable. I made a claim for service through BBQGuys. ******* engaged the services of New Leaf Service Contracts, **** to process the claim under the protection plan. ******** has refused to honor the service contract and repair the grill. New Leaf requested the Serial Number from the grill before it would proceed. There is no Serial Number on the grill itself - the serial Line is blank. *****, I provided New Leaf with the serial number on the Owner's Manual along with the proof of the model number from the Owner's Manual - 4XLP-2060M069. I provided this information via email. New Leaf then requested photographs. I provided these. I also confirmed with ***** (the grill manufacturer) that the number provided is the serial number and that ***** puts the serial number on the back of the Owner's Manual and that it begins with the number 4 as provided. New Leaf is refusing to proceed providing a litany of excuses and delay tactics. It is obvious they do not want to fulfill the service contract because of the high repair costs in relation to the service protection plan's initial cost.

  

  Business Response

  Date: 04/11/2025

  Good evening, Mr. ******************** issue concerning your Serial number has been resolved, and approval has been granted to the servicer to proceed with the necessary repairs on your unit.
  
  Please note that one part is not covered under the Service Contract, as k**** are excluded from coverage. 
  
  We sincerely apologize for the challenges you encountered prior to the resolution of the Serial number issue.
  
  Regrettably, Serial numbers are required for **********************, as we must substantiate repairs to the Insurance Carriers, who mandate documentation of both Model and Serial numbers.
  
  We will follow up on your claim to ensure that the approved repairs effectively address the issues with your unit.
  
  Thank you for being a valued customer.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a warranty with this company, and was told I would receive 50% of the cost if I didn't use it. I did not use it, and got a phone call from the company that was fairly aggressive asking for my credit card so they could continue the coverage, and they were waiting for me to give it to them. I said no, and asked about the 50% back. The operator told me that was true, and that I could contact them to find out more. She said nothing about a 30 day window within which I had to complete the paperwork. I got the paperwork together which took me some time, and when I called today, the operator told me I had to have filed it within 30 days. This is a 4 year old warranty. How am I within reason supposed to know or remember that? Additionally, the operator who called me conveniently left out that detail, leaving me to understand that there was not a particularly short time limit. Lastly, I had also called the company about a year ago, and asked about it, because I knew it was coming up sometime, but they said to wait until it had expired. Again, they said nothing about the 30-day window. So I waited, and now they won't give me the money back. This is bait and switch at the very least, or straight up fraud.

  

  Business Response

  Date: 04/01/2025

  New Leaf sincerely apologizes for the inconvenience that Mrs. ******* has experienced. To qualify for the 50% reimbursement benefit, Mrs. ******* must not have any claims initiated on her contract and must submit the required documentation. This documentation includes a checklist that specifies a 30-day timeframe for submittal. If Mrs. ******* wishes, she may send her documentation to the address indicated on her 50% Back Certificate. Additionally, Mrs. ******* can reach out to our Executive Customer ********************** Team by phone at **************, option 3, or via email at ***************************************************************************************. 

  Autumn H. 

  Executive Customer ********************** 

  Customer Answer

  Date: 04/09/2025

  I am rejecting this response because:   the process to obtain the 50% off was not made clear. In addition, the company made absolutely no effort to help me obtain the 50% off, and in fact did everything possible to keep me from getting it. They have made obtaining the 50% as difficult as possible. In addition, I have read several accounts of people having the same issue. This company is engaging in practices that are either illegal or border on illegal. I called today and was told again they will not refund me the 50%, and in addition asked for a certificate I was supposed to have gotten over 4 years ago. I reject their fake offer, as it is not at all an offer, but a repeat of their purposefully nearly impossible requirements for the 50% back. I also continue to stand by the fact that they should have let me know when I spoke to their agents, and was told the warranty was nearing its end that I had a 30 day window in which to claim the 50% back. 

  

  Business Response

  Date: 04/09/2025

  The 50% back benefit has requirements, which are all explained in the checklist provided to Mrs. ******** Our Executive Customer ********************** Team spoke with Mrs. ******* today, they will be reaching out to ****** Sales to discuss any options, if any, New Leaf will be able to offer. 

  Autumn H. 

  Executive Customer *********************** 

  Customer Answer

  Date: 04/11/2025

  I am rejecting this response because I have not been contacted by this business. In addition, they are not making any effort to remedy the situation. They are merely rephrasing their answer in an effort to obfuscate. It's the exact same answer, and I reject it.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 10, 2020, I bought a new ******-Paykal dishwasher from ** ******* with an extended warranty to 3 years.The ******-Paykal dishwasher comes with a 2 years manufacturer warranty. I was therefore buying an extension to 3 years for a total of 5 years.The contract title with ******** proposed on the ** ******* web site is titled: "EXTENDED SERVICE AGREEMENT."However, ******** is saying that the contract starts on the date of purchase and has expired.This is obviously a scam. Never in my life does an extended warranty starts on the day of purchase. They take advantage of people with a long unreadable contract that cannot be edited.I need a refund.

  

  Business Response

  Date: 03/11/2025

   We apologize the for the Mr. *********************** The contract that was sold was a Date of Purchase plan meaning the contract took affect the day the contract was purchased. ** ******* has not sold New Leaf Service contracts since 2021, the Protection Plan mentioned on their website is not a New Leaf plan, instead it is an All State Plan. If Mr. ***** would like to discuss this further he is welcome to call our Executive Customer ********************** Team at ************** opt. 3.  
  

  Autumn H. 

  Executive Customer **********************

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty (5 years in the amount of $361.54) for my ******* Refrigerator and per the contract from New Leaf Service Contracts, if I do not utilize the warranty, I will get half my money back. I have attempted multiple times to obtain a refund, as I have not utilized the warranty but have faced numerous challenges in the process. I have called customer ********************** and they told me it was too soon to get a refund, then they say it is too late that it must be up to 30 days after the last day of purchase of the extended warranty. However I also referred to the website to obtain the information and it does not give any information on the policy of the refund even in the ***** When calling in, the customer ********************** representative places me on indefinite hold so I never get an answer until it is now too late. I also purchased the extended warranty on 2/3/20 yet they have that I purchased the extending warranty on 1/2/20, and I have proof of the purchased. As such, the company is misleading and fraudulent in not being transparent in how to get my money back. I also called many times to get a certificate of proof of purchase of the extended warranty and they state they "can't."Additionally, in needing repairs, I had to pay out of pocket because the company when farming out the repairs, the repair company never gets the information. I am seeking my money back since it is a breach of their contract.

  

  Business Response

  Date: 03/04/2025

  We sincerely apologize for the frustration and inconvenience this situation has caused you. We would like to inform you that we have reviewed the information provided. It has been determined that the certificate necessary for the 50% back guarantee was previously sent to your email at the time of your unit's purchase in 2020.
  
  We understand that the protection plan was purchased on February 3, 2020. Please note that the protection plan will be backdated to the original purchase date of the unit it covers.
  
  We have located details indicating that the certificate was previously sent to your email address. We have also communicated with the dealer and advocated on your behalf. At this time, an exception is being made to ensure that all required documentation is submitted for the reimbursement review. You can expect the documentation to be resent to your email today. If you do not receive it, please notify us so we can further address your concerns.
  
  For additional assistance, please feel free to contact us at ************ and select option 3. You may also request to speak with me, *******, and I will be happy to assist you.
  
  Thank you,  
  ******* Renteria  
  Executive Customer ********************** Specialist

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the frig and a 3 yr warranty, ice maker went out in 10/24. still do not have an ice maker.have to buy bag ice every week. just want new ice maker put on or a new frig with an ice maker that works

  

  Business Response

  Date: 02/20/2025

  Good afternoon, 

  We apologize for the frustration.  The servicer that was assigned to the claim had reported the refrigerator was in need of a sealed system repair. The servicer assigned reported that they were not equipped to complete this type of repair.  The servicer had contacted the manufacturer on behalf of the customer.  A technician from the manufacturer was assigned, but the ticket was assigned as customer pay.  ******** has been working to have these charges assigned to New Leaf without avail.  The manufacturer assigned servicer did not report a sealed system failure.  New Leaf did not receive an estimate of the cost of repairs in order to approve for reimbursement. 

  At this time, New Leaf is working to have the manufacturer assigned to the claim to work directly with ******** to have the repairs completed.  In regard to any amounts paid by the customer out of pocket, New Leaf has left a voice mail for the customer requesting a copy of the paid invoice showing the amounts paid to the servicer.  

  Thank you, 

  ** ********

  Executive Customer ********************** Specialist

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/20/24, I filed an insurance claim on an outdoor refrigerator because it stopped working. The product, Blaze 24 inch 5.2 Cu.Ft. Outdoor refrigerator cost me $1,079.99 and the 5 year insurance policy with New Leaf Services was $202.60. The coverage includes repairing the product with new or like kind parts. If the product cannot be repaired or if the cost exceeds the product's original purchase price, the product will be replaced as determined by New Leaf with a product of like kind or similar. These past 10 months include dozens of calls to New Leaf regarding the 4 different service techs that have come out and either do not respond to myself or New Leaf after inspecting the product or they cannot seem to get the part needed to repair the product. I have requested to speak to a manager/ department that will expedite this claim for a replacement. The various managers that I have spoken to, are good at saying that the claim will be sent to the correct department for resolution. I'm still waiting for resolution. It appears New Leaf has no desire to replace the product. I've paid for a service and the company is not following through with their promise of the contract.

  

  Business Response

  Date: 02/12/2025

  We sincerely apologize for the inconvenience caused to the customer. A delay in ********************** occurred due to the absence of Authorized Service Providers in the customer's area. Each ********************** provider we contacted either indicated they do not service this type of unit or that they do not cover the area in question. Currently, the assigned service provider has informed us that the part required to complete the repair on ***************************** Refrigerator is out of stock. New Leaf is actively communicating with the service provider regarding the diagnosis and the itemized estimate for review.

  Autumn H. 

  Executive Customer ********************** Specialist 

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   The reason why I'm rejecting this response is because ********'s staff keep saying the same response and not moving forward with a resolution.  It's been 10 months without an outdoor refrigerator and summer is approaching fast.  I believe the time to repair or replace a warranted product should not take a year or more.  At what point will New Leaf determine that they've exhausted their measures on their end and resolve the issue?  I believe I've waited long enough!  A satisfactory action plan needed here is to move forward and replace the product.  After all, the reason for purchasing insurance on a product is to have ease that the product will be repaired or replaced in a timely manner.  

  

  Business Response

  Date: 02/18/2025

  We apologize for your frustrations. Upon further investigation we found ******** has adhered to our Terms and Conditions, as our obligation is to repair the unit, this is what we are attempting to do. At this time, the servicer is awaiting a Control Panel for Mrs. ********** repair. Please note our Terms and Conditions do state that New Leaf is not responsible for the loss of use during the period that the Covered Product is awaiting parts. 

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number: ******* I am filing a formal complaint due to their ongoing mishandling of my warranty claims. For over a month, I have faced repeated claim denials, only for the same claims to be approved upon appealthen later closed without any notice or resolution.The company has also repeatedly sent a service provider to address my issue without the necessary part, further delaying repairs. There is no clear escalation process, and my attempts to resolve the matter have been met with no meaningful assistance. This pattern of deny, delay, and dismiss appears deliberate and unacceptable for a company that guarantees service under contract.I am requesting immediate action, including:1. A final, written decision on my claim that is honored without further reversals.2. The necessary part ordered and installed promptly.3. A defined and accessible escalation process for warranty disputes.If this issue is not resolved, I will explore additional avenues, including legal action and reporting to consumer protection agencies. I expect a response within 5 days. Desired Resolution: Prompt approval and fulfillment of my valid claim, transparency in communication, and an improved escalation process.

  

  Business Response

  Date: 02/05/2025

  Hello, *** ******.  

  We apologize for the frustration. We were able to find the service order in question. The service company diagnosed that the power cord was needed for repairs. Although the Terms & Conditions do exclude power connectors, ******** did provide a courtesy authorization for the approval for the repairs. The servicer has been notified of this and should be in contact with the customer to schedule for repairs.

  Thank you, 

  ** ********

  Executive Customer ********************** Specialist

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a warranty on our z line drawer microwave. The contract was through new leaf service contracts when we bought our appliances through premium home source. Our microwave began sparking and not working properly so we reached out to new leaf. They tried sending 2 **********s who never called our showed up, finally a third ********** came and quickly diagnosed. After another month and a half and continuous phone calls the company kept claiming they didnt have information from the ********** that they needed to make a decision. Finally they reached out after 2 1/2 months to tell us that no repair or replacement was covered by them. They claimed that it was due to a coating issue and does not fall under an electrical or mechanical issue. I immediately called the ********** and he said that he never told the company this and disagreed with their finding. There is a **** inside the microwave where the wheel and the side of the microwave make contact and that is where they are claiming the coating failure is that caused the magnetron to fail. The ********** has stated that he has no way of knowing if that **** is a cause of the magnetron failing or a result of the failure and its presumptuous and in new leafs best interest to say that. I truly believe this company is saying anything to avoid paying out on a microwave that is a $1,300 microwave plus the cost of taxes and purchase of a warranty.

  

  Business Response

  Date: 01/22/2025

  We appreciate your feedback regarding your service plan and are sorry to hear about your dissatisfaction. After reviewing the information provided, we have identified a claim. The current issue of the coating on your wheels is not covered under your plan, as it addresses only electrical or mechanical failures.  The diagnosis of this was finally received from the service provider via email on January 10.  Please be advised, without the technician providing the diagnosis information from their findings, New Leaf would not have known what the cause of failure was on the microwave.  
  
  To ensure a thorough assessment, we will be forwarding your claim to our Executive Customer ********************** Team for further review. You can expect a call this week to discuss this matter further.
  
  Thank you for your understanding.

  ** ********

  Executive Customer ********************** Specialist

  
  

  Customer Answer

  Date: 01/22/2025

  I am rejecting this response because:   I have spoken directly with the technician and he has stated that he never said anything about a coating failure, let alone that the coating was the reason for the magnetron failure. Please forward me all notes from technician that state the coating issue and stating that is the reason the magnetron failed. I hope you are actually further looking into this and not just saying that to save face for the BBB and your ****** review. 

  

  Business Response

  Date: 01/23/2025

  New Leaf will be forwarding the information directly to the customer. 

  Autumn H. Executive Customer **********************. 

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a refrigerator 3 years ago and bought a 5-year warranty from New Leaf Service Contracts. The fridge broke this year. At first I didn't remember than I had a warranty, and I called GE to fix the fridge. However, they could not fix it. At this point I was selling my home. I informed the seller than the fridge was broken and we agreed that it was my responsibility to have it fixed or reimburse them. A short time after the closing, I found the warranty and opened a case with them. I mentioned selling the home but I told them that the fridge was still mine since it was my responsibility to fix. ******** responded that they would not pay since the appliance was sold and the contract was not transferred to the new owner. I responded that I was willing to consider it sold and half the contract transferred if that would help. They said, since it's over 30 days after closing, the contract can't be transferred anymore. I was very angry because it seems like ******** was doing everything to ***** their obligations under the contract. They are evidently not interested doing honest business.

  

  Business Response

  Date: 01/15/2025

  Mr. *****,
  
  We regret to learn about your frustrations. New Leaf last communicated with you in August 2024. We are unable to reimburse you for the new refrigerator purchased, as the home was sold with the appliance in question. According to the terms of the service plan, New Leaf must be notified within 30 days of the transfer of ownership. Our records indicate that the date of transfer was July 11, 2024, and New Leaf was notified on August 27, 2024. 
  
  Additionally, the service plan outlines that under the Parts and Repair Plan, service requests must be initiated by contacting New Leaf, and authorization is required before any repairs can be carried out. 
  
  We understand that you overlooked the service plan, and we empathize with your frustration. New Leaf has adhered to the terms laid out in the service plan, as well as those mandated by our insurance carriers. 
  
  We apologize for any inconvenience this may have caused, New Leaf Service Contracts, Inc.  will not be able to reimburse you for the purchase of the new refrigerator.

  MWY-728368

  Sincerely,
  
  ***** D
  Customer Experience Manager

   

  
  

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a warranty service on 10/23/2024 because the brand-new dishwasher was found to be leaking. As shown in the attachment, the work order was created on 10/24/24 and a technician ***** came to my house on 10/28/24. He informed me that he will place an order for the part he needed to repair, and the part will be directly delivered to my house within a few days. Since then, I still haven't received the part and ****** and New leaf (Administration company/facilitator) has been telling me that there was a delay. On January 2, 2025, **** with Appliance service center sent a text stating that they received a repair request and gave me a new work order number ****** (changed from the initial work order number ******). After purchasing a brand new dish washer in October and not being able to use for 3 months is frustrating enough. Due to the leakage, the hot water line was shut off to prevent leaking from the dish washer so I haven't been able to use hot water in the kitchen since October *******. And every time I call ASC or New leaf, I had to explain from the very beginning what happened and what went wrong. But it seemed that no one has clear answers on how to resolve this problem. I would like to be contacted by *** and New leaf immediately and repair this Edgewater dishwasher within two weeks.

  Customer Answer

  Date: 01/07/2025

  The address of the headquarter is

  *****************************************

  

  Business Response

  Date: 01/10/2025

  Good morning, 

  We apologize for the frustration and the delays in service.  In this matter, New Leaf Service Contracts is the facilitator of service on behalf of the manufacture that still holds warranty for the dishwasher.  New Leaf has continued to work as a relay between the servicer and the manufacturer in obtaining the part needed for repairs.  As of this morning, New Leaf continued to follow up with the customer for the status of the part arrival as the manufacturer informed of the part being shipped on January 7 with an estimate arrive date of 3 business days.  As the manufacturer holds the warranty, New Leaf does not supersede any decisions of the manufacturer while the product is under warranty.  

  Once again, we do apologize for the delay in service.

  Thank you, 

  ** ********

  Executive Customer ********************** Specialist