If I could give 0 stars, I would. I have never used them but was supposed to receive 50% back of the cost after 5 years. I have tried to contact them (and it's the same line as service) and have never been able to get through. The last time I tried I was on hold for 95 minutes before I finally hung up. Avoid them. They are awful. read more

I have three Samsung Galaxy S5 smartphones under an extended warranty through a broker and just learned the contract is with New Leaf Service Contracts, LLC, whom I had never heard of. Filed a claim with Securranty on 9/30. heard nothing. Called them on 10/3 and they referred me to New Leaf, explaining they did not know why my claim had not been responded to. Called New Leaf, spoke to a very nice, helpful woman who told me I owed them $12.50 for a months earlier claim which Samsung had intervened on. Checked my 116,000 mail message archive and found no bill for $12.50. (Whether the charge for an incomplete service claim is legit is not my issue.) Now New Leaf is claiming they snail mailed an invoice in June, 2016! No evidence of postal mailing supplied.From what I can gather, the invoice would have been in a plain envelope with only their logo which incorporates an advertising message. If so and if it was actually sent, it probably looked like spam and got tossed. To cap it off, hey demanded that I use snail mail to pay the $12.50 which could have delayed my phone repair by how long? They had no idea.No means to pay online. It took 7 phone calls and more than 2 hours. New Leaf cancelled the $12.50 charge.They are sending a shipping ticket. Still no idea of how long it will take. I notice New Leaf is marketed by several large online retailers. My suggestion is that you avoid them. The two customer reps I dealt with were very nice, but had no direct power to do anything. My advice is to avoid New Leaf Service Contracts. They don't appear to be very competent or putting the customer first. read more

This company is a scam. DO NOT purchase their extended warranties!! If I could give this company zero stars I would have. We have been waiting for 4 months for resolution on an EdgeStar wine refrigerator. We have repeatedly been told they are waiting for parts. I just spoke with EdgeStar and they have never received a claim or request for parts from this company. Now when I try to call to speak to a manager, I am put on ridiculously long holds, put through to a voicemail or hung up on. Stay far away from this company! read more

DO NOT BUY FROM THOSE GUYS they are a total scam and will do everything not to honor the service agreement. Bought a Stovetop induction from Aj madison and added the "convenient" $300 replacement plan for 5 years.. Now the glass has cracked and they refuse to service it, because it has been an "accident or neglect and they do not cover that". Well, this warranty is a total scam and they are only in the business of collecting premiums and denying claims. be ware and stay away from them. lesson learned. read more

I have tried to contact this company twice and been on hold for over 20 minutes each time, when I did talk to a man 9/19 I was given contract info and no one has called me to come out and fix my washer yet not even a phone call. I have now been on hold 23 minutes with no one answering!!!! read more

it is been over a week since I filed my claim. No one has called me back. I reached out today and they stated that I did not have a claim. I read the email that they had sent me confirming that my claim was being processed back to them. These guys are scam artists, trying to make you so frustrated that you give up on using the warranty that you spent your money on. Stay away read more

So it sounds like I had the same issue as everyone else. The real problem is hey use local repair guys which seem to be pretty undependable with scheduling. My situation was worse. My fridge was 13 months old. I contacted them and they scheduled "Advanced Pro" for the service call. Obviously they are the wrong two words for their name. I had the first appointment for the day and the service guy arrived almost 2 hours after the scheduled time. No big deal. He unplugged my fridge, plugged it back in and immediately said it was the compressor without ever taking the back panel off. I waited 2 weeks to learn that they finally approved the part. 4 weeks later (now 6 weeks in total) and 4 calls I learned that no one actually approved the part for repair. I threatened a breach of contract law suit. Surprisingly, they said they were sending a different service guy who would have to re-evaluate the issue AGAIN; back to square one 6 weeks later. Fortunately, the 2nd service guy from RTV Appliance actually listened to what I had to say removed the back panel and inspected the unit. FIFTEEN MINUTES LATER he asked me not to turn it back on for 2 hours and call them if it wasn't working correctly. Magically, when I turned it on it has been working fine for the last 6 weeks WITHOUT THE NEED FOR ANY PARTS. I do have to say the company I purchased it from and the NL reps I spoke to after the 6 weeks all went well beyond the norm to rectify all the issues and setup a new service appointment. read more

Sketchy beyond sketchy I followed up investigating the company more out of humor and curiosity than actually buying a warranty extension. People of course here review how the service hasn't been provided after buying, but I didn't buy one, just looked into it So the online retailer I bought a refrigerator from has their warranty with New Leaf. So there is NO information about what is actually covered with the warranty at that retailer site OR New Leaf's own site. I knew at that point I wouldn't buy it, of course, but email their customer 'service' just to see how sketchy they are. You go to the website and NO information on what is actually covered for anything. So they want you to buy a contract with no info -- but if you look at any warranty contract you get with real warranty companies, it is all legalese. THey state very clearly what they do and do not cover -- how many years, what type of problems they don't cover, whether they cover parts and/or labor for different problems. New Leaf won't show you the info until after they buy it, they just say they cover all labor and parts -- which clearly is a lie given reviews here. So I asked the service rep by email to send me the contract, I said do not respond without it. He did respond with out it, ignoring what I said, with only the vaguest description above. I emailed again, saying show me the contract, and he still didn't. I persisted again, and he sent me a link that supposedly had the contract. The link didn't work! So I responded -- again more out of amusement to see how far they would take this -- and they sent the 'correct' link that would show me the contract. The link went to a general page describing the executives of the company and such. NO CONTRACT INFORMATION. So I asked 5 times, and was never shown the contract I would be agreeing to by buying. I'm pretty sure that's illegal, but who enforces anything like that today? The relevant question becomes about any appliance vendor, WHY would they partner with this sketchy company? Becauses obviously they make more money from it than with other extended warranty companies. But it makes them seem sketchy too, because they are doing business with such a bogus company, getting their cut of the warranty price, whatever that may be. So I did buy the refrigerator without the warranty, but it makes me not trust that company for partnering with New Leaf ADDED: And it's funny, look at the reviews below, and how the company president replies to the negative reviews individually to 'help.' So New Leaf doesn't know about their actual interactions with their customers -- as the people below indicate dozens, really hundreds of calls and service visits between them -- but the company trolls Yelp and other sites for negative reviews, and only THEN responds with 'help.' It's a bad joke. Any company that trolls yelp for negative reviews is itself sketchy. read more

It's been a month now since we reported our washer problem to New Leaf. They sent two companies to check but they both confirmed it can't be repaired. No follow up from New Leaf after this. We have to call their service line and everytime it takes average 30 minutes before somebody picking up our call!!! It is a kind of torture! This morning, my husband called their line and held for over 1 hour, and still nobody picked up!!! And we have to wash our clothes by hand for over one month!!! We bought a 5 year extended guarantee from New Leaf! We don't know their solution, how much longer we have to wait!! The claim number is SO10147371!!! read more

We purchased an air conditioning unit that stopped working and was still under contract. The first time we contacted them, a service company was supposed to come out. They never did. Several months later, we called again. This time, they said to cut the cord and pull off the sticker and send them a picture with the order number. I did this two months ago and there is still no response. Also, I keep calling and am on hold a long time. The recording says I can press the star button and they will call us back, but 95% of the time the star button does nothing. I finally got it to work this morning. I received a call back four hours later. It was a machine and as soon as I said hello, it said, no one is answering and hung up. Now I am calling again and on hold. I am going to approach BBB next. read more

If offered a service contract serviced by New Leaf, turn it down. Fortunately for me, the appliance store that sold me the contract honored the 27-day gift certificate as if it were cash, even though New Leaf said it was only to be used for a purchase. Stay clear of New Leaf! read more

After writing a 1-star review of my experience of not being able to get answers, I was contacted by the company. I had then reached out to them and they immediately responded and were able to expedite my claim. I'm not sure why I wasn't able to get my claim processed normally as such, but there we have it. Thank you kindly for taking care of me. read more

My fridge/freezer combination has not been working properly since 10/10, it doesn't cool or freeze properly. The service company has made over 14 service call, replaced over 6 parts and it still does not work. My problem with New Leaf is the continual run around and refusal to admit that my fridge is just not repairable. New Leaf still has not sent me a Lost Food request form and I have not received any warm feeling about this coming to a successful closure. My latest order # FO10290815-3, so if anyone in customer service (is there any) looks through this, maybe something will get done about it. New Leaf can call me at anytime as they have my phone number and address. read more

So this is hilariously dumb. I had to go to the NYS Consumer Protection Board and write some negative reviews before this company would honor the service contract I had purchased with a new washer. Today I got a notice that it is time to renew my contract - as if! Hahahahaha. read more

Please don't waste your money getting a service plan with this company. Long store short after paying $150 for a 5 yr service plan on my washing machine, 2 yrs later I am being offered a settlement that can't even cover the cost of a New washer. Not to mention how horrible doing business with them and the colossal waste of time. read more

My $8,000 Five Star duel fuel stove had a problem with one of the pilots. It stopped igniting. I called 1st week in Feb. Last year 2018.It took 3 months to get a tech out, and another 4 months before they came back with the wrong part. 8 months later I finally have it fixed. Now my Samsung Refrigerator has a problem with the icemaker. They can not find a Samsung repairman to come and service this thing. I have been waiting more then 3 weeks for the service center to get back to me. Is this going to be another fiasco? read more

Completely agree with each and every 1 Star review here in, which is 99% of the reviews. Sadly we came to New Leaf thru an appliance store in Omaha, NE: Ferguson's. They have their True Blue Service Contract administered thru New Leaf. New Leaf paid for a service call to fix and item that they new was not covered under the warranty. The then billed us to pay for their error. The worst part was the service company never fixed what the said they did, billed New Leaf, and now we are stuck footing the bill. An absolutely terrible company. The reviews are spot on. Avoid them like the plague. read more

Worst customer experience ever. To start with, the majority of the reps I spoke with were very pleasant but continually gave me inaccurate information. I called them to service our dryer, we paid $300 for the warranty on our washer/dryer. In the last week I've made 7 calls to New Leaf (each lasting about 30 minutes) and sent 2 emails, I received different information on each call and every time it was wrong. Each time I called I was told that the prior rep didn't enter the order into their system but assured me they had entered an order and I would hear from a service provider in 1-2 business days. Finally today they told me they were directing me back to Appliance Smart for servicing because AS didn't correctly enter warranty information. If that is true or not I don't know, everything else this company told me was wrong, seems more like it was an error on New Leaf's part. To anyone thinking of buying a warranty with them or working with them as your service provider, just don't. Looking at other yelp reviews, my experience is not unique. I am sure there are a lot more negative experiences out there, we are the just the ones that actually took time to provide a review to help others make a decision. read more

Worst company, I bought a Frigidaire refrigerator in June 2020 worst product, constantly breaks down, I have replaced the drawers, Ice maker broke 4 times, cooling drawer broken, freezer broken. Called New Leaf server also times no one is willing to help they just keep writing up order after order and I have to wait for service. Service came out 11/16 with part for freezer, made it worse. Now my fridge doesn't work at all it's 73 degrees on my fridge and freezer. I'm going into the holidays with no refrigerator, and new leaf can give a shit! They can care less, making me wait again till December 14th for someone to come look at it! Look at fucking what?????? A broken refrigerator, that now I have to live out of a cooler because you don't want to give me a refund! This company is such a scam! I would never ever, EVER recommend anyone to go with New leaf! They take your money and live comfortably off of it with a working refrigerator I'm sure! This company should be shut down! They don't deserve any stars! How do you sleep at night knowing you are ripping off so many families and people, karma is gonna find you! read more

New Leaf sent out a tech to my house to fix my oven hood. The hood had been working just fine for over 6 months, and I had my electrician take a look at it, prior to me calling New Leaf. They sent a tech to my house, who spent a few hours taking it apart, and putting it back together again. He claimed the issue was with the wiring coming from the house, but clearly, it had been working fine before he came. Since he classified the issue in his report as a wiring issue in the house, they sent me a service call bill. Firstly, they claimed there's an electrical issue in the house, because the technician determined that be the case (even though the unit had been working just fine until now, and nothing changed in the wiring...) - but here's the kicker - The bill they sent me had $160 of travel time and expenses for the tech to come to my house. Apparently the rep they sent is from upstate New York. Why did they send a tech from over 2 hours away, when I live basically in NYC? There are no techs locally within a 2-hour radius? When I raised this to Customer Service, they said I have to email in. And when I emailed in, I got a response that I owe the money, with no mention of my question... Very disappointed with New Leaf. read more

One month after I filed a claim under my New Leaf Warranty I still have had no service from this outfit. Totally disgraceful.

New Leaf would not honor their 50% Warranty Rebate - even after explaining that the appliance seller did follow through on what they were supposed to give me to get the rebate. Through no fault of my own, I was DENIED over $450 in rebate money. I'll be happy to share my experience with anyone who thinks getting a contract with this company is a good idea. Pass on this company...I'm not at all impressed. read more

Run very fast away from this company, do not buy their warranties, they will finagle and try to get out of doing anything. I was told by the person who sold me the warranty for my washer and dryer that it covers EVERYTHING. Is does not. I won't go into my tale of woe here but every time I called I got a different answer and a LOT of attitude. I feel burned by them and I just hope to never deal with them again. Horrible company and LIARS. read more

Purchased refrigerator 05/26/18 at Appliance Smart in Cumming, GA. Purchased an extended warranty from them that says a New Leaf company warranties it. In late August we saw water leaking onto our wood floors. Shut off ice maker/water source and began the process to get it fixed, per warranty. Numerous calls since late August to 877-676-8318-the extended warranty company. Also to 855-879-6395. Eventually, was told by a Justin (in Texas)to refer back to Appliance Smart. The store we purchased it at is closed and refers people back to warranty company. An email to customer@newleafsc.net resulted in a response that says to call 952-930-1711. An Amanda (Ohio) said someone would call. No call back. Wife had surgery and during recovery period called often. Amanda always says "someone will call."I tried both calls and emails yesterday. No one does. read more

If there was less than one star I would give it. We have been waiting to have someone come out to service our AC unit for over two weeks (in GA 90 degree heat with a one year old) and every time we call there is always some different excuse and nothing is ever resolved. We have plans to cancel our warranty for terrible service! DO NOT USE! read more

I have 2 sets of home appliances under their 5-yr warranty program. The 5-yr option offers a 50% rebate if no claims are made but BEWARE: the rebate must be requested within 30 days of the contract end date. No notification or offer to extend the warranty is sent so it's all on you! If you do have a claim that isn't covered, watch to see if your payment to New Leaf for service is recorded. It is likely they will cancel your policy--maybe most people don't pay them back? But they took my payment AND cancelled my warranty. Also, if you need to talk with them, expect 1 hour wait times. The original offer sounds great; the experience doesn't measure up. read more

Update - there was no resolution for the claim and I got stuck with the bill. Absolutely horrendous customer service! Avoid this company at all cost. My experience with this company was terrible, and apparently I am not the only one (read the other reviews). SCAM COMPANY! read more

Must agree with all the other reviews. Absolute worst. Their communication is terrible to non-existent. I purchased two warranty contracts, held them for 1.5 years and then sold my house. It has taken nearly 3 months + a fee (sent via snail mail) to transfer the warranties to the new owner. The information they gave on the phone is completely different from that of their website in reference to my account. They insisted I had 12 appliances and multiple contracts, when in fact I had only ever purchased a washer/dryer, fridge, microwave & dishwasher under their plans or an equivalent of 2 contracts. Most of the time I spoke with Mayra, who according to her is "the only one" there. When I stated I wasn't sure if she was the rep I had spoken to, she said "I am the only one here." This became obviously untrue the next time I called and spoke to Maria. She insisted that the only one who could help me was Mayra. After an extended exercise in futility, I am still unsure if the warranty has been transferred. Fortunately, I never needed to use the warranties, but just this experience alone ensured I will never use their company again. read more

This warrants Insurance I bought for all of my appliances from Howard's Appliance Store in Covina, CA is WORTHLESS! I believe the insurance company is a fraud. The drain hose on my washer broke and instead of draining down the sewer in drain, flooding all over my laundry room and into the kitchen. I cannot use my washer until the problem is fixed. New Leaf asked me to take pictures and send them to them and they will evaluate if this is covered. I am livid! I called Howard's and spoke with Anthony and explained in detail what happened. He told me that this is cosmetic therefore they can't fit that. I blow up at him and told him the Insurance Howards sold to my sister and I on all of our appliances in worthless. The New Leaf Insurance Company is a fraud. They cannot speak proper English. I went around and around with New Leaf explaining that I need a technician out ASAP to fix my washing machine. I was told they would have to first determine if this is mechanical or electrical and that would take possible 2-3 days. If they that this is covered under the warranty they will book an appointment and where not sure when a technician would be able to come out. After explaining the phone call to New Leaf Warranty, Anthony Ebert, Assistant Manager told me the insurance company will not fix a cosmetic problem. I explained that this is not cosmetic. I cannot use my washer because when it drains, it drains onto my floors and does not drain through the sewer. I told him that Howard's sold us fraudulent appliance insurance. I told Anthony I want the insurance that they advertise on their website. The Howard's Warranty states they are here for you 24/7 365 days a year. You can contact us via phone, email, or chat anytime - 24 hours a day, 7 days a week, 365 days a year! That is faults! The warranty insurance company only listens to what you have to say and does nothing but gives you the run around. Howard's does the same thing and explains the problem is cosmetic or that it falls in a gray area! I explained over and over spent most of my day trying to get Howard's to send someone out ASAP to come to my house and fix my washer. I told Anthony the insurance company told me to call the manufacturer for help. I called the manufacturer and they told me I could purchase the part I need from them. I ordered the part and paid $30.00 to have it overnighted to me. I told Anthony I looked up the reviews and every single review I read was negative. Everyone says the New Leaf Insurance is worthless! Anthony told me they has since changed to a new insurance provide. I told him I want to be switched to the new insurance. He looked into that and I was told they could not do that but in the future if any of my appliances break I'm to call Howard's and they will take it from there to get my appliance fixed. I said will send someone out NOW for my broken washer. His response was because I purchased the part they would reimburse me the cost that I paid. They did credit my account for $50.00. I asked Anthony who will they send out to install it? They were not sending anyone out and I was left to handle that part myself. Overall, I spent most of my day on the phone with New Leaf Warranty and Howard's appliance with Anthony Ebert, Assistant Manager! What a waste of my time that I will never get back! Horrible experience! Sharon read more

the worst warranty company in the world, sooo bad,,, lost paperwork, wrong phone numbers, employees who have no clue what the hell is going on,,, your on the phone with them for over 45 min per session, and you get nothing done, the wait time for anything is a 48 hr turnaround, if you ask a question, it takes 48 hours to get an answer from the human operator person, my steamer has been in the works for almost 3 weeks and still the paperwork is not done because the vombies at new leaf warranty co have no clue as to what they are doing,,, here is the game,, they think because they make you wait all this time you will give up and say f.ck this,, not here, this is the warranty game, they play it very well, especially the mindless vombies they call employees, you, the customer, you mean nothing to these people, if you no habla, your done, this is how i feel, ,, and as we speak, i am being told, our work order was closed, and they have no idea why it was closed, wtf......., i hate warranty companys, and hate new leaf warranty company even more, the total worst, hands down, id rtather go to hell than deal with new leaf warranty co, read more

I am sad that one star is the lowest rating I can give. I have a wine refrigerator out for over a month. It has been a nightmare dealing with New Leaf. They sent a repair company The guy was there 5 minutes and I received a follow up they don't work on EdgeStar units. Why did they send them? They arranged a second repair company that would contact us in 2-3 business days. After 10 days I finally reached them and they scheduled a service call. My wife took the day off and they never showed. She finally reached them and they said their tech got held up but they never called. We asked them to come later and they never showed up. I called New Leaf and complained. I was pissed. The agent was surly and offered to reschedule. I told him I wanted to speak to a supervisor and he refused. I asked him to get the service provider on the line because he said they showed up and we didn't answer. I have ring doorbell and no one came to the door. He said the tech even took a picture of the front door. I asked the service provider to send me the photo and he hung up on the call. The New Leaf rep wanted me to pick a new time with that service provider and I refused to use them. He said " are you refusing service"?. I said I wanted a supervisor and he said the call was over because I refused service. He offered to have me find my own service provider and I would be reimbursed. Based on the nightmares I have read in YELP, I declined and asked for a supervisor. He said he would notify them and they will contact me. After that he hung up. I called and got another rep for New Leaf. She was pleasant and said she would take it directly to her manager. I have not heard back from them since. Do not use these guys unless you want an ulcer!!!!! read more

Avoid them as much as you can. It is not worth it. LG fridge broke down, it took 3 weeks for Newleaf to find me and approve a technician. Once it was fixed, it has been 3 months and I am still waiting for our food loss disbursement check. Dealing with this company is the worst experience ever! read more

I have had nothing but issues with New Leaf warranty. I think this company's goal is just to deny claims and push things off until they are no longer beholden to the warranty period. I started having issues with my LG fridge in spring of this year. It was throwing error codes, refrigerator was making this horrible loud noise, freezer and stay fresh drawer were not working correctly. I contacted New Leaf, they sent service company, problems still arose. Over the course of ~4 months, I had 4 services calls! 4! With no freezer and barely working fridge. Finally the service company said that they could not figure out what was wrong. After all of this, I spoke to someone at New leaf, they said that they would speak to approval dept, but I should be expecting a buyout or replacement. I despise calling them because you sit on hold for an eternity just to speak with someone. She said someone would call me in 1 week. I waited 2 weeks with broken refrigerator, no call. So I had to initiate the call, spoke with Chris (ID 1342) who basically affirmed the same thing and that someone would contact me in a couple of days. I waited about 10 days and then I had to call again! Now they changed their tune and said that I needed to get a second opinion. This is now August and I have not had a working freezer for months; no mention of compensation or reimbursement for spoiled food or inconvenience. The service person fixed but 2 weeks later, the freezer started to making noises again and not holding temps. Unfortunately I cannot post videos here but I am thinking that I need to post a video on google of the unit after multiple service calls so that people can get an idea of what to expect from New Leaf Service. read more

This is the worst company to deal with I unfortunately had to deal with them five times over the past four years because my appliance retailer sold me contracts with them. I have never had a good experience and nothing has ever gone smooth when dealing with new leaf. I actually switched appliance retailers so that any new appliances bought will not have a new leaf aftermarket warranty as they are the worst company to ever exist. Appliance retailers as much money as you make pushing them you are losing your business and customers over this. Switch to a normal company that will provide normal service this company does not have any positive reviews. read more

Don't be fooled by the extended warranty promise of 50% return if you don't use their services. It is a joke!

They are a scam. This place runs you in circles and will do anything to not exercise the warranty -- changing the rules each time. 8 repair visits...+16 phone calls...and a repairman confirming that a fix is impossible and New Leaf still refuses to exercise the warranty for a bad ice machine. Since September 2016, I have called both New Leaf and their recommended repair service company, Dependable Appliance, incessantly and have taken off from work to meet the repairman *8 times*. In all of that time, I have not had a regularly and dependably working ice machine in my Samsung refrigerator. The repairman has tried everything and, on his last visit, confirmed that there is literally nothing more that can be done to fix the refrigerator -- he also confirmed this with New Leaf. New Leaf's contract states that after 4 "service repairs" in 12 months, they then have the ability to exercise the warranty. When I pointed that out to them, the customer service supervisor, TJ and someone else (I don't have his name) said that it's technically after 4 Service ORDER numbers that they will do this. I compliantly agreed to one last visit so that a 4th Service Order number would be generated. This happened, and still, they won't exercise the warranty. Get a refund as soon as possible if you've found that you have inadvertently purchased their service plan or ask the appliance salesperson what service plan they sell and do not purchase New Leaf Service's contract. You might as well use the money on something else - like a new refrigerator... read more

Do not waste your money! I bought a contract with my new Maytag dishwasher (purchased at East Coast Appliance in Tidewater Virginia). When a switch malfunctioned at the 4-year point, we waited a full week for service to finally arrive and it was an epic fail. I ended up repairing it myself after the repair people showed up several hours late to begin diagnosis (7:30 PM). You need to realize that the repair job is routed to Whirlpool, then to a regional / multi-state service company, and then down to a local who apparently overbooks on warranty work. Save your money and hire your own repairman or do it yourself! Even contacting New Leaf was near-impossible -- the two times I called, to arrange the repair and to find out its status, required nearly an hour on hold each time, with the message claiming the whole time that I was the next in line. Bogus. I have strongly suggested to East Coast Appliance that they not diminish their reputation by selling warranties underwritten by New Leaf -- better they not sell one at all. The worst thing is, after writing them a complaint letter a year ago (and getting the stiff arm), New Leaf just called me trying to get me to extend the warranty! I'm so aggravated I'm not only writing this review, but will do others as well as one on East Coast Appliance to warn potential customers. read more

Terrible company, called for service and get a recording that says to hold and after 5 minutes tells you to leave a message or call back later. Worst service contract I ever had read more

We purchased a new Frigidaire refrigerator in February 2019 and an extended warranty. I was informed at the time that the extended warranty would be through a 3rd party, New Leaf. In early August of 2020, the freezer started beeping and showing a "High Temperature Warning." I contacted the local appliance retailer where we purchased the unit and they dispatched a service technician later that day. He was able to get the freezer cooling again and informed me that if the problem comes back, it's most likely a blockage in the refrigerant line and that I should call back to have a certified refrigerant technician examine the problem. Within 2 hours, the warning returned and I contacted the service department again. The technician arrived the following day, examined and diagnosed the refrigerator, called Frigidaire from my home, and deemed the unit un-repairable. The next day the service department representative opened a Service Order ticket with New Leaf and informed me that I should give New Leaf a few days before following up with them (we are in the middle of the COVID-19 pandemic and their response times are slower than normal). The freezer has been having problems keeping temperature daily, beeps with the same warning every few hours, but luckily it typically never goes above 32 degrees F. After almost 4 weeks, we were contacted by New Leaf and will be receiving a brand new refrigerator that is the same model from the same local retailer. Why I give New Leaf 3 Stars: - Needed to call to get updates on the claim and stay on hold for anywhere from 45 minutes to an hour before speaking with someone. If I hadn't called, I don't believe that I would have heard anything for weeks. Update emails don't happen until the "next step." - Tried to leave a message in order to receive a call back, but was disconnected without ever being able to leave a message. - Almost 4 weeks from initial service claim to resolution. This time frame seems excessive and one to two weeks would have been more reasonable. If the freezer had completely failed to keep a below freezing temperature, this time frame would have had a much more negative impact. (My review would have been one more Star) - Would have liked to have had the ability to see online where my claim was in the resolution process (e.g., waiting on manufacturer). - Still need to pay sales tax, delivery, and purchase a new extended warranty. I understand the terms of the contract I agreed to and while I may not like it, I accept it. I would have liked to have had the warranty transfer to the new refrigerator. (My review would have been another Star) Why I did not give New Leaf 1 Star: - Customer service was pleasant and understanding. Whomever I spoke with was always willing to give me an update, answer my questions, and even emailed me an update after our call. One customer service representative even called the local retailer's service department while I was on hold to see about getting more information. - Once the claim was approved, checked inventory and arranged for retailer to contact us to arrange for the new unit. Summary: Given that appliances (especially refrigerators) are much more complex than years ago, the odds of them failing in some fashion within the first 5 years is relatively high. If we hadn't purchased the warranty we would probably be out of luck since the manufacturer's is only for one year. We will probably be purchasing another extended warranty for this reason alone. Many of the negative reviews here are understandable due to the nature of these contracts. As long as you understand how these contracts work and the terms and conditions, your expectations aren't going to be too high. When an appliance fails, it's stressful; subsequently, you want to be made whole again in a reasonable time frame. An extended warranty is not a magic piece of paper that will give you a new appliance "just because." If that were the case, these companies would not be in business. Overall, I am satisfied with the result and New Leaf honored the terms of the Extended Warranty and arranged for a replacement refrigerator. As much as I would have preferred to pay $0 and have a new one appear at my front door, I'd rather pay $450 (original warranty + sales tax + delivery + new warranty) than almost $3000 for a new one. read more

These guys are crooks, will do anything not to service your equipment. a major scam! Do not purchase a service contract from this company!!!!! read more