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:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to file a complaint against ********, which manages the warranty service for *******'s products. I purchased a set of ** appliances (including a dishwasher) from ********* Home Appliances on 10/17/2020, along with a 5-year extended warranty for all of the appliances.The dishwasher has been extremely loud for over a year. After contacting New Leaf to address the issue, they sent a ********** who ordered parts that never arrived. After several follow-ups, a second ********** was dispatched, but *****, the company contracted by ******** to perform repairs, continuously rescheduled appointments, delaying the process for over two months.Finally, when the ********** arrived, he informed me that the parts sent were incorrect and that further parts would cost over $600, in addition to around $300 in installation fees. The ********** mentioned that approval was required due to the high cost, but when he called, I was told that I would need to pay despite the warranty promising repairs or replacement at no cost.Instead of fulfilling their promise of fixing the appliance, New Leaf contacted me with an email stating that a $325.67 reimbursement was issued to my account at *******'s, but that I would be responsible for any additional costs beyond that amount, including installation fees and the purchase of a new warranty. This reimbursement is grossly inadequate for the significant issues I have experienced and does not align with the promises made when I purchased the warranty.I am requesting a full repair or replacement of my dishwasher, as was originally promised when I purchased the extended warranty. This experience has been extremely frustrating and disappointing, and I feel that I was misled and taken advantage of.I ask that ********* Home Appliances, New Leaf, and ***** take responsibility and address this issue properly.Thank you for your attention to this matter.Sincerely,

  

  Business Response

  Date: 07/18/2025

  Mr. ****,  
  We apologize for any frustration or misunderstanding regarding the service plan at the time of purchase. The purchased service plan includes a Limit of Liability based on the original purchase price of the appliance, excluding additional costs such as taxes, delivery fees, or the service plan itself. Any charges applied against the contract would reduce the remaining Limit of Liability.  
  
  New Leaf reviewed the situation and attempted to locate a replacement unit within the remaining Limit of Liability. Since a suitable replacement model that meets the service plan guidelines could not be identified, the most efficient resolution was issued as a store credit through the selling retailer for the applicable amount.  
  
  Please be assured that New Leaf administered the service plan in accordance with the established Terms & Conditions.

  Thank you, 

  ** ********

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

  Customer Answer

  Date: 07/19/2025

  Dear ***************************** and ********* Home Appliances,
  Thank you for your response. However, I am still not satisfied with the resolution or the explanation provided. While I appreciate your apology, the manner in which this claim has been handled does not align with the promises made at the time of purchase, nor does it address my concerns fairly.
  When I bought the extended warranty for my appliances, I was promised peace of mind: the assurance that any issues would be resolved with either repair or replacement. If I had been told that this warranty had such limitations and that it was only going to cover a fraction of the costs, I would never have paid for the warranty in the first place. Instead, I would have saved that money to go toward new appliances.
  The issue with my dishwasher is not that it is an isolated, minor issue; it is a significant failure that required timely resolution. To date, I am unconvinced that New Leaf seriously considered different replacement options. Given the wide range of ** dishwashers available, I believe there were other suitable replacements within the guidelines of the warranty. Instead, I feel the company simply wanted to provide the minimal payout and move on, rather than offer the service promised.
  Moreover, I am deeply disappointed in ********* Home Appliances for not properly communicating the limitations of this warranty when it was sold. I trusted Orvilles because I was led to believe that the extended warranty would cover repairs or replacement. As a result of this experience, I no longer trust ******** and will not purchase any future appliances from your store. I will also be sharing my experience with friends and family who I had previously recommended Orvilles to, so they are aware of how they handle customer ********************** and warranties.
  As for the store credit issued, I do not accept it. I want a cash refund via check for the amount that was credited to Orvilles. I understand that this may take up to 30 days, and I am willing to wait for the check. This is because I will not be spending any more money at ********, and the store credit is useless to me. I find it unacceptable that this is the only resolution offered.
  In conclusion, the handling of this claim has been a disappointing experience, and I feel misled by both Orvilles and New Leaf. I am requesting a check for the full amount instead of store credit, and I expect the full amount to be processed as promised. I look forward to your prompt response and resolution.
  Thank you for your attention to this matter.
  Sincerely,
  **** ****
  

  

  Business Response

  Date: 07/21/2025

  Hello, ****,  
  We understand your frustration and concerns. New Leaf will proceed with processing the cash out via check, which will be mailed to the address on file under the service contract. We acknowledge your request for the full amount; however, as previously explained, the maximum payable amount is the one that was initially approved. No additional payments beyond the remaining balance will be issued, in accordance with the Terms and Conditions of the service plan.
  Thank you,

  ** ********

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

  Customer Answer

  Date: 07/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My refrigerator stopped working and this company is not working or willing to find a service appointment within a reasonable timeframe they gave me 6/16 its already been five days without it. I am a senior who needs it for medication when I called today they were unwilling to change the appointment. I called six repair places within 15 miles and they all could come tomorrow So I am not understanding why the repair date is so far out. Its summer and without a fridge its not acceptable. I am having to put my meds on ice and going to the store daily for more ice. This company is rude and does not care about their customers

  

  Business Response

  Date: 06/13/2025

  We sincerely apologize for the inconvenience and delay this situation has caused. We understand how essential a refrigerator is for your daily routine, especially given its importance for storing your medication.
  
  Please rest assured that I have contacted the service provider to address this matter. I explained the situation and emphasized how critical this appliance is for your medication needs. The service provider has informed us that they are notifying their scheduling team, and if an earlier appointment becomes available, they will contact you directly.
  
  We have also attempted to reach you to discuss alternative options and determine the best way to proceed with the service provider of your choice. We can assist by coordinating with our service network department or by initiating a customer reimbursement process. We would appreciate the opportunity to review these options with you in more detail. For further assistance, please feel free to contact us at ************ and select option 3, and we will be happy to assist you.
  
  Thank you,  
  ******* RENTERIA  
  EXECUTIVE CUSTOMER ********************** SPECIALIST

  Customer Answer

  Date: 06/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/11/2025

  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 purchased a refrigerator from a company called *************************, and purchased an extended warranty through ********. We opened a claim with New Leaf on April 28th, and have had three separate in-home service visits by Keiths Appliances for the same unresolved issue. As of today, the unit is still not working, and there is now a leak from the bottom of the fridge. ******* has scheduled a 4th visit that will not happen until June 20th. We are reaching 2 months and the unit is still non-functional. Under the contract provisions, we should not need a 4th visit since they have already had 3 unsuccessful visits already.

  

  Business Response

  Date: 06/12/2025

  Hello, 

  We apologize for the frustration of the failure of the refrigerator.  Please note, the Terms & Conditions do state for "completed repairs".  Diagnostic visits to evaluate the appliance for repairs needed are not completed repairs.  Also, any repairs that have been performed while under the manufacturer's coverage do not affect the service plan that was purchased.  New Leaf will reach out to you directly for additional details and documentations that you may have regarding the completed repairs performed while the appliance was not under manufacturer's coverage.  

  Thank you, 

  ** Gonzalez 

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

• Initial Complaint

  Date:06/09/2025

  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 kitchen aide dishwasher about a year ago from a mom and pop appliance place and the warranty contract after the one year was brought to new leaf. I am EXTREMELY unsatisfied. I scheduled a service call for may 28, a kind service *** came and explained to me which i already knew because (Ive had 5 of these dishwashers prior with another company but just love the dishwasher itself ) that the mother board wasnt working and they would have to order the part . They rescheduled me for the following week with no phone call to confirm so i called to make sure the apt was still on . Spoke with a very short rude woman telling me that basically the part wasnt in and one day Ill get a random phone call out of the blue saying the part was in. After paying $900 for a dishwasher and then an extended warranty and it being a year old this is the last thing you want to hear . Definitely not reassuring. This week will be 2 weeks , i call back to check the status and still no part . Spoke to someone again not reassuring and said by June 25 i can escalate the problem . This is absolutely ridiculous and for all the money appliances cost it shouldnt be the consumer being punished for parts that cant be generated . This is frustrating and totally unfair.

  

  Business Response

  Date: 06/10/2025

  I hope this message finds you well. I want to begin by sincerely apologizing for the continued delay and inconvenience youve experienced regarding the repair of your dishwasher.
  
  As of May 28, 2025, our records confirm that the diagnostic assessment was completed, and it was determined that a specific part is needed to complete the repair. Unfortunately, weve been informed that this part is currently on backorder, and at this time, there is no estimated time of arrival.
  
  We completely understand how difficult and frustrating it can be to go without such an essential household appliance, and we deeply regret the disruption this has caused to your daily routine. Please know that your experience matters to us, and we are doing everything we can to support you through this process.
  
  The unit has been reported as repairable, which means we are unable to authorize a full replacement under the terms of your coverage. We realize this may not be the outcome you were hoping for, and we truly regret the limitations this places on your options.
  
  That said, in an effort to avoid any further delays, we are offering a cash-in-lieu option, which would provide you with the total cost equivalent of the repairincluding both parts and labor. This would allow you the flexibility to explore alternative repair solutions if you choose.
  
  Please rest assured that we will continue to closely monitor your claim and will keep you updated with any new developments. Once again, we sincerely apologize for the inconvenience this situation has caused. Thank you for your continued patience and understanding.
  

  
  Warm regards,
  ******* ********
  Executive Customer ********************** Specialist

  Customer Answer

  Date: 06/10/2025

  I am rejecting this response because this is absolutely rediculous and the worst compromise . Why would i be paying for a service agreement and then take matters into my own hands . At that rate i would have bought the dishwasher with no service agreement and taken my chances. The fact is there is no date and i have to be without for a Month . And $400 that your willing to offer for a product to fix my dishwasher that you cant even get as a service company how would i the average consumer be able to get it . At that rate i would have never used you guys for a service agreement i would have done so on my own. Since considering you dont know if or when in a month you will get the part that we dont even know will definitely fix the situation, i should be offered a replacement an even swap for my device since you cant even give me a definite answer when you can get the part. Shouldnt be my problem at all again is why i paid for a warranty. 

  

  Business Response

  Date: 06/13/2025

  We understand your frustration regarding the situation. Please be advised that the part is being sourced directly from the manufacturer; however, as previously indicated, the item is currently on back order. To prevent further delays and to avoid waiting for the part, we have offered a cash-in-lieu option, in accordance with the terms and conditions of our agreement. We recognize that this may not be the resolution you were hoping for, but as previously communicated, this is the current available option.
  
  The cash-in-lieu offer covers the total cost of the repair, including both labor and parts. This offer is made based on the information that the unit is repairable, with the delay caused by the back-ordered part.
  
  Please note that the manufacturer is actively conducting a search for the part and will notify us once it becomes available. The manufacturer will continue their search for up to 14 business days. If the part remains unavailable after this period, we will receive a notification and will review the claim to determine any additional options that may be available at that time.
  
  We sincerely apologize for the inconvenience and want to assure you that we are closely monitoring the situation to provide you with timely updates. At this time, we are unable to offer a replacement.
  
  For further assistance, please feel free to contact us at ************, select option 3, and a representative will be happy to help.
  

  
  Thank you.
  ******* RENTERIA 
  EXECUTIVE CUSTOMER ********************** SPECIALIST 

   

  Customer Answer

  Date: 06/13/2025

  I am rejecting this response because:   I dont understand how the cash in lieu is an option when you as the seller and provider of this machine cant even get the part so how is the average person supposed to ? So i have to wait 15 days for a new dishwater meanwhile instead of you having an unsatisfied customer who will NEVER  reccomend you or use you again, you rather wait the 15 days to **** off your customer in trying to help them make it right because its policy. But its certainly not policy for my dishwasher to break and not have an adequate solution . 

• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising 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 05/17/2020 we purchased a stove and added warranty from New Leaf that included a 50% refund if no warranty was used within 5 years. Once the 5 years were up and the warranty was never used we requested our 50%. We were informed that we needed to submit a Certificate along with our contract and store receipt. We never received a certificate and if one was emailed they had the wrong email address in their system (they misspelled the email). They continue to request a certificate even though we are in their system and they have tried to get us to extend the warranty all the while refusing to refund our 50%. This is a scam that we have read many people stating the same issue.

  

  Business Response

  Date: 05/27/2025

  We apologize for any inconvenience regarding the qualifications for the 50% Back benefit. Please note that this benefit requires the original 50% Back Certificate, which was provided to Mr. ****** at the time of sale. This certificate is a physical document issued by the sales associate. The email address we have on file for Mr. ****** was provided by the dealer and appears to be correct as this is the email address Mr. ****** has been communicating from.
  
  Our team at ******** has been in communication with Mr. ****** regarding this matter. If he has any questions or concerns, he may contact our Executive Customer ********************** Team at **************, option 3. Alternatively, he can reach out via email at *********************************************

  Customer Answer

  Date: 05/27/2025

  I am rejecting this response because:   No certificate was ever issued at time of sale. No directions were provided to obtain the 50% refund other than not having any warranty repairs done during the 5 year period. No documentation was ever received from ******** until the warranty period was almost up and New Leaf mailed an offer to extend the warranty. The email address we have been communicating with was provided by me within the last 2 days. The email ******** had in their records for 5years was incorrect so any attempt that ******** may have tried to email would not have worked.

  We have also found out that the company we purchased the stove and warranty from canceled their contract with ******** due to the many issues and complaints they received.

  

  Business Response

  Date: 05/29/2025

  We apologize if Mr. ****** was not provided this certificate at the time of sale. This certificate is a physical document issued by the sales associate, unfortunately, ******** does not have any control over the sales associate not providing this document. New Leaf is unable to process the 50% back benefit without the proper documentation.
  
  Our team at New Leaf has been in communication with Mr. ****** regarding this matter. If he has any questions or concerns, he may contact our Executive Customer ********************** Team at **************, option 3. Alternatively, he can reach out via email at ***************************************************************************************.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 filed a claim with this warranty company about my GE washing machine that is not working around 4/1/25 and they scheduled a repairman to come out the following week, since then they have cancelled and rescheduled every week and they still have not came out to repair it. This has costed me about $200.00 because my wife has to go to the laundromat. I emailed ******** and told them if they cannot schedule someone to repair it that I would like the washer replaced. Since that email I have not had a reply. Please help me get this issue resolved.

  

  Business Response

  Date: 05/14/2025

  Mr. ********,  
  We apologize for the inconvenience caused by the ** washer failure. ******** is consistently expanding its network of service providers. During this process, there may be instances where locating a suitable servicer is challenging. Currently, we are awaiting a response from the assigned service provider and will provide you with any updates as soon as they become available.

   

  Thank you, 

  ** ********

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

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because:   It has been 2 days since they tried contacting the service technician. And still no response from him. I want a check sent to me for the replacement cost of the washer so I can buy a new one. I cant afford to keep going to the laundromat. 

  Customer Answer

  Date: 05/19/2025

  Hello,

   I received the attached photos of the email from the technician last week. Im not sure what is going on now. 

  

  Business Response

  Date: 05/21/2025

  On May 20, 2025, ******** contacted Mr. ******** to inform him that his claim is currently under review for an alternative resolution. Mr.. ******** has been advised to allow approximately 72 hours for the review process to be completed. Once the review is finalized, New Leaf will reach out to him to discuss the findings

  

  Business Response

  Date: 05/23/2025

   Leaf has fulfilled its obligations under the terms of the service agreement. As communicated to the customer on May 20th, a settlement was offered, and the customer accepted that settlement on May 22nd.
  We consider this matter resolved and appreciate the opportunity to address the concerns raised.
  Sincerely,

  ***** D

  Customer Experience Manager

  *********

  Customer Answer

  Date: 05/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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.

  We purchased a washing machine from Appliance Direct on 4/1/23 for $643.34 and purchased a 4 year service contract for $139.99. On April 17, 2025 we placed clothes to be washed in the washing machine and after the cycle finished the machine would not open. We contacted the claim telephone number for New Leaf . They sent out a technician from ***************************** on April 21, 2025 and the technician determined there is no power going to the washer and a motherboard would need to be ordered but it would have to go through ******** for approval. After some research through New Leaf it was determined that a motherboard would cost more than the replacement of the machine. At that point ******** informed us they would contact Appliance Direct for replacement of the machine. Appliance Direct informed them that they no longer carry ******* washing machines. At which point , I am assuming, Appliance Direct and New Leaf determined they may reimburse us around $423 but nothing definitive. It is now May 8, 2025 and every time we call we get told someone will call you within 24 hours and no return phone call or we are sorry for the inconvenience and we understand but yet no resolution. The employees are polite and can read a script but no one has provided us with a solid answer as to what action is going to be taken. I called today and I was given another number to contact within New Leaf. All we want is a resolution that makes sense.

  

  Business Response

  Date: 05/12/2025

  Good afternoon *** ****, 

  We sincerely apologize for your experience during the repair process of your unit. Upon review, it shows that your unit was deemed non-economical to proceed with repairs. Additionally, we found notes showing that the Store Credit amount has been requested as a check to be sent directly to you. Please allow up to 30 business days for this Settlement to be processed. If you have any questions or concerns, please do not hesitate to reach out to our Executive Customer ********************** team at ******************************************** or by calling us at ************ option 3 during normal business hours. (8am-5pm, Mon-Fri)

  Thank you for being a Valued Customer. 

  Customer Answer

  Date: 05/13/2025

  Thank you for your response.  I am rejecting this response because a store credit will only provide us with another washing machine that may break down after 2 years.:   Unfortunately, we have been going back and forth with your company since April 22, 2025 and only received some type of response by posting the situation through the Better Business Bureau.  We purchased the washing machine on April 1, 2023 for $643.34 and paid $139.99 for an extended coverage for 48 months (4 years).  **************** last an average of ***** years not 2 years.  A full refund (not store credit) needs to be issued.

  I currently have a washing machine (sitting in my home) that is not functioning with work clothes that are no longer suitable to wear.  We have lost clothes and have had to go out to wash our clothes weekly. Not to mention the time we had to take out of our working hours to contact your company to attempt to get someone that would help us.  Dates and names can be provided.  A full refund is the least that can be done to compensate us for our time and loss.

  Please process a full refund for the cost of the washing machine of $643.34 and the extended warranty of $139.99 and provide me with a check number and date when it has been mailed out.  A refund should not take an additional 30 days to process. 

  

  Business Response

  Date: 05/14/2025

  Dear ******,
  
  We sincerely apologize for any inconvenience you have experienced. The settlement issued and documented as accepted pertains to benefits provided under your Service Contract and was confirmed prior to the date of this BBB complaint.
  
  A repair estimate was provided to New Leaf; however, the repairs were deemed non-economical to pursue, given that your Service Plan is a Limit of Liability plan. Consequently, a settlement has been issued for the remaining limit of liability under your contract.
  
  Regarding the lifespan of the washing machines, we recommend reaching out directly to the manufacturer for clarification, as we are only a Third Party Administrator for the Service Plan and do not manufacture the products.
  
  The remaining limit of liability has been processed as a settlement, thereby fulfilling the terms of your Service Contract.

  We have attached a Copy of your Terms and Conditions for your review. 

  Thank you.

  
  

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because:   Please provide me with the check information such as check number, date and amount of check. Please also provide with the date of when this check was mailed out.  Is this check/ store credit only to be used at appliance direct  and will they be removing the current nonworking machine ? 

• Initial Complaint

  Date:04/21/2025

  Type:Order 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.

  N L would not provide an authorized service provider which their contract specifies. Although the part for my Lion BBQ (thermometer) was obtained and I installed it myself ( 2 small acorn nuts hold it in place ) and N L did reimburse me for the part, they refuse to pay for my time and labor. Had they found an authorized service provider time, labor and mileage was all covered by my contract with them. They have taken advantage of the fact that I live in a rural area while accepting my money for the contract. I would not recommend purchasing a maintenance contract from ****** you live in a rural area. They will renege from their contract.

  

  Business Response

  Date: 04/23/2025

  Good afternoon, 

  We apologize for the inconvenience caused by the failure of the Lion Grill. Since Mr. ********* has a service plan, we attempted to locate a service provider willing to accept the service call and complete the repairs. Unfortunately, ******** was unable to find a service provider willing to work with third-party administrators. Procedures were followed, and a settlement was offered for a replacement grill. However, ******** was instructed not to proceed with the replacement, as the customer declined the offer and ordered the part independently. 
  
  After becoming aware of this, New Leaf contacted Mr. ********* via email to offer customer reimbursement for the repairs. As stated in the Terms & Conditions of the service plan, once the repair is completed, the customer is to pay the ********************** provider and then email or fax a copy of the paid invoice for reimbursement. Currently, the only paid invoice received by ******** is for the part purchase. We have not received any paid invoice indicating that a service company was compensated for labor to install the part.

  Thank you, 

  ** Gonzalez 

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

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because:   N L continues to refuse to reimburse me for my time and labor because I am not an authorized service provider by their standards. The thermometer I replaced is held in place by two, yes two, small acorn nuts which does not require ****** ******** to make the repair. Because NL could not find a service provider I had no other option than to make the repair myself. 
  N L offered and actually shipped a complete $3000.00 BBQ which I declined based strictly on common sense. I told them numerous times that I did not need a complete BBQ. Only the $50.00 thermometer. Note: the complete *** also needs assembly which would also require an authorized service provider because it would qualify as a repair not a new purchase.
  I sent N L a text message as an invoice for my time and labor which they are refusing to pay.

  hope you can help

  thank you

  

  Business Response

  Date: 04/24/2025

  Good afternoon,
  

  
  We deeply apologize for the inconvenience youve encountered with your Lion grill. We understand how frustrating this situation must be, and we sincerely regret that we were unable to assist you in completing your claim as smoothly as anticipated.
  
  After reviewing our records, it appears that New Leaf was unable to locate an authorized service provider, which unfortunately left us in a position where we couldnt fulfill the claim as intended. To help resolve this issue as quickly as possible, we offered a settlement to replace the unit, hoping to avoid any further delays or frustration.
  
  When we learned that the customer had purchased the part for installation, we contacted Mr. ********* to offer the customer reimbursement for the repairs, as previously advised. While we fully appreciate the effort to address the issue promptly, our service plans Terms & Conditions do require that an authorized service technician be assigned to complete any necessary repairs. Once the repair is completed, the customer is responsible for paying the ********************** provider and submitting a copy of the paid invoice via email or fax for reimbursement.
  
  Upon reviewing our records, we found that we have not received an invoice indicating that payment was made to the service provider for labor related to the installation of the part. The only invoice we have on file pertains to the part itself, for which reimbursement has already been processed.
  
  To proceed with the claim reimbursement, we kindly request a copy of the paid invoice for the completed repair. This invoice should include the make, model, and serial number of the unit ***********************, as well as a detailed breakdown of the repair work performed and the associated labor charges. It is essential that the invoice clearly indicates that the service fee has been paid and includes all necessary details for us to process the reimbursement.
  
  Thank you for your understanding and cooperation. We look forward to receiving the requested information so that we can resolve this matter promptly.

   

  Thank you, 

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

   

  
  

  Customer Answer

  Date: 04/24/2025

  I am rejecting this response because:   To BBB; please contact me at ********** . 
  thank you

• 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:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 5-year Newleaf d/b/a Monthly Warranty through Plessers Appliances for my undercounter Kitchenaid ice maker on 5/1/2020. Warranty is good thru 5/1/2025This company is worthless. They point fingers at Kitchenaid/Whirlpool and Kitchenaid/Whirlpool points fingers at them. The unit has been broken probably 50% of the time and the appliance repair company, mostly Flamingo Appliance, is nothing but a parts changer. Now that **********/Whirlpool says it is not fixable now Newleaf/Monthly Warranty says its is and it's up to Kitchenaid/Whirlpool to fix it. Now **********/********* says it's out of the manufacturer warranty but my service warranty contract still has one month to go although the last breakdown occurred over 2 months ago and all ******* of Flamingo did was change parts and never could get it to work. As you can see everyone is pointing fingers at each other and I'm stuck with a dead icemaker when it should be replaced. This unit has had a total of 3 compressors, evaporators, dryers, cutting grid wires, filler sensor and I could keep going. I've called and spoke with a supervisor at New Leaf/Monthly Warranty. Don't waste your time. Stay far away from this company. All they do is drag everything out hoping the extended warranty will expire and I will go away.

  

  Business Response

  Date: 04/04/2025

  Good morning, 
  

  We apologize for the frustration endured with the failure of the Ice Maker.

  
  The service plan that was purchased includes both parts and labor coverage. In the event that the unit is determined to be non-repairable, the service plan does offer a settlement option. Currently, neither the technician nor the manufacturer has classified the ice maker as non-repairable. Additionally, the documented manufacturer warranty provides further coverage for the sealed refrigeration system, including parts and labor. Since the manufacturer warranty begins on the date of purchase, there may be instances where a copy of the purchase invoice is required for product registration, particularly if the appliance has not been registered previously. The service plans are being administered in accordance with the Terms and Conditions outlined in the service plan documentation.

  Thank you, 

  ** ********

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

  Customer Answer

  Date: 04/04/2025

  I dispute their response. This continues the finger pointing. Please see the attached most recent Flamingo technician report after the 3rd attempt to repair. Please read the comments which states "Tech line [Whirlpool/Kitchenaid] is unable to recommend any further repairs."  The icemaker is broken, not fixable and Newleaf/Monthly warranty is just trying to avoid paying the replacement under their contract if **** deemed unrepairable. If Whirlpool/********** says "...unable to recommend any further repairs" and it's still not working at all, then I would say they have deemed it non-repairable.

  Customer Answer

  Date: 04/08/2025

  I dispute their response. This continues the finger pointing. Please see the attached most recent Flamingo technician report after the 3rd attempt to repair. Please read the comments which states "Tech line [Whirlpool/Kitchenaid] is unable to recommend any further repairs."  The icemaker is broken, not fixable and Newleaf/Monthly warranty is just trying to avoid paying the replacement under their contract if **** deemed unrepairable. If Whirlpool/********** says "...unable to recommend any further repairs" and it's still not working at all, then I would say they have deemed it non-repairable.
  

  

  Business Response

  Date: 04/09/2025

  We apologize for the frustration endured with the failure of the Ice Maker.
  
  The service plan that was purchased includes both parts and labor coverage. Currently, we do see that the servicer has classified the ice maker as non-repairable due to a sealed system leak. Additionally, the documented manufacturer warranty provides further coverage for the sealed refrigeration system, including parts and labor. New Leaf has taken the steps needed in order to escalate this matter further with the documented manufacture, they have also reached out to Mr. ***** to discuss this. 

  Autumn H.

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

  Customer Answer

  Date: 04/09/2025

  On 4/8/25 Newleaf created work order # 4 for the same issue and a technician was again scheduled to come on 4/14/25.  On 4/9/25 Flamingo Appliance Repair technician sent the following to me: "This is ******* with Flamingo Appliance Service. I saw an appointment scheduled for your icemaker so I called whirlpool tech line. The icemaker is still marked as not repairable. I have been told that you need to give your warranty company the whirlpool file number **********. I am not permitted to perform any work on a product that is marked not repairable." and canceled the service call.  

  On 4/9/25 I once again called Newleaf and gave them the above information and the Whirlpool file number.  Newleaf once again told me it was being escalated as they needed more information (spoke to ****). Once again, this is the same excuse they gave over 10-days ago while they had been provided documents indicating nothing else could be done (I included the document that I had been provided. At 4:45pm on 4/9/25 "Autumn" called me and said it is up to Whirlpool to fix it and they are escalating it. Again, same thing/tactic I was told over 10-dayus ago. This appears to be a continuation of finger pointing between Whirlpool and Newleaf to drag this out and for Newleaf to not either replace the unit or make a settlement, under the contract.  Newleaf does not seem to want to accept the fact that Whirlpool and Flamingo Appliance has listed the unit as not repairable, which triggers the other clauses of the service contract.

  Customer Answer

  Date: 04/11/2025

  On 4/8/25 Newleaf created work order # 4 for the same issue and a technician was again scheduled to come on 4/14/25.  On 4/9/25 Flamingo Appliance Repair technician sent the following to me: "This is ******* with Flamingo Appliance Service. I saw an appointment scheduled for your icemaker so I called whirlpool tech line. The icemaker is still marked as not repairable. I have been told that you need to give your warranty company the whirlpool file number **********. I am not permitted to perform any work on a product that is marked not repairable." and canceled the service call.  
  
  On 4/9/25 I once again called Newleaf and gave them the above information and the Whirlpool file number.  Newleaf once again told me it was being escalated as they needed more information (spoke to ****). Once again, this is the same excuse they gave over 10-days ago while they had been provided documents indicating nothing else could be done (I included the document that I had been provided. At 4:45pm on 4/9/25 "Autumn" called me and said it is up to Whirlpool to fix it and they are escalating it. Again, same thing/tactic I was told over 10-dayus ago. This appears to be a continuation of finger pointing between Whirlpool and Newleaf to drag this out and for Newleaf to not either replace the unit or make a settlement, under the contract.  Newleaf does not seem to want to accept the fact that Whirlpool and Flamingo Appliance has listed the unit as not repairable, which triggers the other clauses of the service contract.

  

  Business Response

  Date: 04/22/2025

  The KitchenAid Ice Maker owned by Mr. ***** is covered under a five-year Sealed System warranty provided by the manufacturer. Attached are the warranty documentation and a report from Flamingo Appliance Service indicating a leak in the Sealed System. New Leaf has forwarded this information to KitchenAid/Whirlpool, who have acknowledged the Sealed System failure. They will be in contact with Mr. ***** no later than the end of this week to discuss a replacement, referenced under *** 7741283303.

  Autumn H. 

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

  Customer Answer

  Date: 05/15/2025

  After getting my attorney involved this company has offered a fair settlement that I accepted. I am disappointed that I had to hire an attorney and I suspect they settled as a nuisance case to avoid litigation but in any event I consider it a fair settlement and the complaint has been satisfactorily resolved.