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:04/12/2023

  Type:Product 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.

  We purchased their warranty plan in February of 2020 through ******** Enterprises who we purchased all of our appliances from with a warranty plan on all of them. It is listed on the ******** receipt as a warranty plan. I called in with a problem on my ******* washing machine on 2/16/2023, New Leaf contracted with A&E and sent out a service tech later that week. He came and assessed the machine. The initial tech said 'it probably was not repairable but they had to at least try.' He placed an order for several different parts and set up another appointment to come out when the parts arrived. When the appointment arrived on 2/27/2023, the needed parts had not been delivered. I called the Friday before to inquire about the parts and was told they were not available and not even currently being produced - this was by A&E service. A&E advised they would notify New Leaf about the unavailable parts. In the meantime of this, the upper washer also broke down and a second service ticket was started - same assessment 'probably not fixable but we will try.' was what the second service tech said and he ordered more parts. I waited to hear from New Leaf but did not so in early March I called to see about the plan - New Leaf customer ********************** said - 'the unavailability of parts does not necessarily mean they cannot be procured.' I noted to the customer ********************** how ridiculous this statement sounded. From the information given to me by A&E - the parts were not and would not ever be available. However, I had to wait numerous timelines New Leaf set which seemed to be ever changing dates. Finally on 3/29/2023, I received an email stating that they would be issuing a check for a percentage of the value of the washer as it was not fixable. The check was to be issued and sent with **** business days. As of today, 4/12/2023, I still have not received my check! I received a phone call from New Leaf wanting to verify my name to make out the check to - this is a name they've had all along.

  

  Business Response

  Date: 04/14/2023

  ********************, per our phone conversation, the claim was reviewed again.  With the parts not being available, New Leaf was able to provide a settlement offer. That offer was adjusted for a new amount, in your favor.  We verified the mailing address for you to receive the settlement check.  As stated, we are ******* the processing and expediting the payment to you.  We apologize for the frustration and the inconvenience.  

  Customer Answer

  Date: 04/24/2023

  New Leaf did call to notify me of the higher settlement amount. However, as of today 4/24/2023 I still have not received a check for the settlement from them. My main complaint is their slow action to respond and provide the 'service' they were supposed to do as listed in their contract. At this point over two months after initiating a problem - I have nothing fixed and no check to replace the broken machine! This is a shameful level of service. I'm also dealing with A&E Serivce whom New Leaf contracts with to do the actual work - who want me to return 3 large heavy boxes of parts they ordered before deciding the machine could not be fixed. How is this my problem - why do they ship the parts to me then place responsibility on me to return them? I have logged hours of phone calls and hold time on with both New Leaf & A&E - and still I sit here with no resolution. 

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response because:   as of today 4/24/2023 I still have not received a settlement check.

  

  Business Response

  Date: 04/26/2023

  New Leaf apologizes for the inconvenience.  Our records indicate that the check was mailed out to the customers home address on 4/18/2023.  Depending on the **** time for delivery, ******************* should be receiving the check soon, if not already.  New Leaf has reached out to ******************** as a follow up to confirm if the check has been received. 

  Customer Answer

  Date: 04/27/2023

  I have reviewed the business response and accept this resolution. The check was received on 4/25/2023.

• Initial Complaint

  Date:03/22/2023

  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 filed warranty claim #*******-1 on 2/27/23 and it was approved on 3/4/23. The approval email stated "If a check has been issued, please allow **** business days to receive your check in the mail." My complaint is, 10 business days have passed and no check in the mail.

  

  Business Response

  Date: 03/27/2023

  New Leaf has reached out directly to the consumer, via email, to provide more details in regard to the settlement payment.  

• Initial Complaint

  Date:03/08/2023

  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.

  New Leaf Claim 2262914-1 Dated 11/29/2022 Refridgerator continues to fail despite 3 service trips by Whirlpool Vendor.Whirlpool contractor out of ************ for ********* unit. Contractor called now to say parts are in but unable to schedule installation until March 22. The unit has been in disrepair since November or 4 months ago. Phone calls to New Leaf have been unsatisfactory and delay tactics being used by New Leaf as the parts have been in stock since March 6.

  

  Business Response

  Date: 03/10/2023

  New Leaf is showing service was completed in December. New Leaf would not order any parts and if there were any parts on back order from the previous service call, New Leaf was not notified. The servicer has placed the consumer on a cancellation list for a sooner appointment should anything sooner become available.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Te initial repair failed. You are misinformed by your vendor as they ordered more parts after telephone consulting with Whirlpool hot line but when the vendor received the new parts they then informed ** it would require 2 additional weeks to repair as "they were busy with other customers". Also please be advised residence may be occupied by a heart transplant recipient and masking and Covid precautions are mandatory.

  Customer Answer

  Date: 04/26/2023

  Not resolved.  

  

  Business Response

  Date: 05/31/2023

  We apologize for the frustration.  New Leaf did review the claim and a settlement offer was made and accepted by the customer.  Mr. and ***************, our records indicate that a check was mailed out to you on May 8.  Can you please email me to let me know if the check was received?  **************************************************************************
  Thank you,
  *********************
  Executive Customer ********************** Specialist

  Customer Answer

  Date: 05/31/2023

  After not receiving a satisfactory resolution via New Leaf which is the claims manager, I contacted the BBB in ******* that has jurisdicton on the contractual insurance Obligor on the Contract.  The Obligor stepped in and New Leaf satisfied the claim 2 weeks ago.  Thank you to the BBB of *******.

• Initial Complaint

  Date:03/02/2023

  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 service contracts from Adorama for multiple items I purchased over the years. I filed a claim with their company New Leaf Service Contracts on two separate items listed below:Claim 1760564-1 on May 20, 2022: Amp was repaired as per service contract and they refused to pay repair facility. Repair facility stated I had to pay him and get reimbursed. I contacted New Leaf and they told me they will not reimburse me and the repair facility had to be paid directly. The only way to get my amp back was to pay for the repair. I have not been reimbursed for the repair my contract stated it would cover.Claim 2451368-2 on Feb 5, 2023: New Leaf made me send my Shure PT3 transmitter to ********************** in **************** ** for repair. I told them Shure can only be repaired by Shure in *******. The product does not have to be under warranty. They offer flat rate repairs on all their products. New Leaf stated they would only pay up to $349 for the repair. ********************** stated they had to send it to Shure for repair, same thing I told them. The repair cost from ***** was over $349 so New Leaf offered me $269, stating they had to pay ***** $80 for diagnosis. I paid for warranty to replace or repair my unit period. I cant replace the unit for $269 and I cant repair my unit if I dont have a damaged unit to send to Shure. New Leaf/Adorama is selling service contracts they are not honoring.

  

  Business Response

  Date: 03/10/2023

  New Leaf has reached out to the consumer directly. New Leaf is working with the servicer for a copy of the repair invoice for claim # *******-1, Fender Amp. Consumer is aware that due to time from repairs, servicer is looking through archives for copy of repair invoice. Claim # *******-1 is also being reviewed to have the unit shipped back to the consumer.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will accept this response when I receive my damaged PSM300 unit back, reimbursement for Fender Amp repair and settlement payment for PSM300 has been received.

• Initial Complaint

  Date:12/21/2022

  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 a home protection warranty from Matrix protection. ******* ***** sold me this October 2022. I just purchased this house and purchased the warranty. November 28 my hot water tank cracked and is leaking in the basement. I call matrix and make claim. I find out I have to make a claim with Newleafsc.net 24 to 48 hours they say. Then I hear nothing 48 hours so I reach out only to find out Neeleafsc.net decline my claim and say warranty is not valid. That was the first 10 days. Then after several phone calls and emails they decide if I send them 75 dollars for deductible they will send someone out. I immediately oblige and pay. The next several days is of them trying to find a plumbing company that will work with them. Finally by day 15 they pay cregger plumbing 135 dollars to tell me the hot water tank needs to be replaced. I told you that November 28. This followed by another 8 days of answering emails and phone calls from countless phone numbers and emails. To finally find out on day 24 the best they can do is mail me 150 dollars. I paid 3500 for a 3 year home protection warranty. At no point during these 24 days has it felt like anyone from new leaf SC /matrix protection/ or home wizard is legitimate. Several phone numbers are now disconnected and no response from an alleged corporate email. None of these companies could pay me to work for them or with them. DO NOT PURCHASE ANYTHING FROM NEW LEAF SERVICE CONTRACTING OR MATRIX PROTECTION OR HOME WIZARD. It is worth zero. I learned my lesson and I hope I can save YOU the time and money and most importantly your sanity.

  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2022/12/31) */
  New Leaf reviewed the claim and administered the claim per the contract Terms & Conditions. New Leaf contacted the consumer and was informed of this. Per the consumer's request, New Leaf reached out to Matrix Protection requesting a representative contact the consumer to discuss the cancellation procedures of the contract.

• Initial Complaint

  Date:11/27/2022

  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.

  Purchased New Leaf service contracts on two new appliances in 2017 with a clause that if no claims were made I would receive 1/2 of price of service contract refunded. Sent in all required paperwork for refund and have received no response. Now my account says expired.
  

  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/03) */
  New Leaf has reached out to Mr. ********* for additional information to work on a resolution. No response has been received back as of yet.

• Initial Complaint

  Date:11/23/2022

  Type:Delivery 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 Z-Line dishwasher in September from Lowe's. We paid a local person to install it. Then it did not work. We contacted Z-Line in October. They sent us to new leaf who sent us to Solar Refrigeration and Appliance. Back and forth for many weeks with really only us checking in, and finally someone arrived to our house looked at it. They stated it arrived broken, and two parts needed to be ordered and replaced. Note that this appointment was a runaround to even make happen. Z-Line, New Leaf, and Solar never contact us. We always have to track one of them down for info. So we were told that the two parts would be installed today on 11/23/22 (no time is ever provided). Today, having not heard anything, we reached out to new leaf and no response. We reached out to Solar who stated the appointment will now be 11/30. We bought this dishwasher in SEPTEMBER. It is about to be December. It feels like none of the three companies care, especially New Leaf. What do they even do? We deserve better after spending so much money on a dishwasher, installing it, troubleshooting it, waiting, calling, waiting, calling. It's incredible sad that this is what customer service is like now, and four degrees at least away from the company we purchased it from. We want urgently for someone to install the two broken parts.
  

  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/03) */
  New Leaf has communicated with ******* directly and has scheduled service for installation of the parts.