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:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/05/2025

  Hello, *** ******.  

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

  Thank you, 

  ** ********

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

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/22/2025

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

  ** ********

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

  
  

  Customer Answer

  Date: 01/22/2025

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

  

  Business Response

  Date: 01/23/2025

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

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

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/15/2025

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

  MWY-728368

  Sincerely,
  
  ***** D
  Customer Experience Manager

   

  
  

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The address of the headquarter is

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

  Customer Answer

  Date: 01/08/2025

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

  

  Business Response

  Date: 01/10/2025

  Good morning, 

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

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

  Thank you, 

  ** ********

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

• Initial Complaint

  Date:12/26/2024

  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.

  My refrigerator died on December 24, 2024. There was an issue with the compressor. New leaf will not honor is obligations on the repair. In order to get it fixed I will have to wait 2 weeks to get the replacement part. I have two young kids and I cannot wait 2 weeks to get refrigerator fixed. I lost of $600 worth of food. I have tried no avail to get assistance from customer ********************** and executive level customer ********************** team. They claim ******* never sent them information about my purchase which is not true. I had no purchase a new refrigerator. I would like to be bought out of my warranty contract. The warranty covers the compressor.

  

  Business Response

  Date: 12/26/2024

  Good afternoon,
  
  We sincerely apologize for any inconvenience this situation may have caused you and your family. Please note that the protection plan you have is designed for major component coverage only which would be for the part only and labor is not included. Specifically, as your refrigerator is not cooling, the primary component covered under this plan is the compressor.
  
  To proceed with your claim under this coverage, it is necessary to follow the customer reimbursement procedure (CRP). This will require you to locate a qualified service company that can assess your unit. Following the diagnosis, if the repair costs exceed $250, prior approval will be needed. Please be aware that the protection plan covers only the compressor; any additional repair costs will be your responsibility.
  
  According to our records, there were some missing details related to your contract, including the model, serial number, purchase price, and manufacturer, as reported by Pressers. We have updated our records with the proof of purchase receipt you provided, which allows us to initiate the claim under the customer reimbursement procedure.
  
  At this time, we do not have sufficient justification to proceed with the cash-out request that was made. We understand there may be delays in obtaining the necessary compressor for repair, and we are available to assist in sourcing the part if needed. Currently, our records indicate that we are awaiting dispatch for the customer reimbursement procedure, as our records have now been updated.
  
  According to our records, we have also received a copy of the invoice from the service company that conducted the diagnosis of the unit. The invoice indicates that the control board and inverter board are needed, but it does not mention the compressor.
  
  For further assistance, please do not hesitate to contact us at ************ and select option 3. We are here to help.
  
  Thank you,
  ******* ********
  Executive Customer ********************** Specialist

  
  

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:   Where in the terms or policy does this say this. I was never given any copy of the terms. Please show me in written where this was stated and given to me. I cannot wait 2 weeks for a tech to show up another 2 weeks for a part to get here. The ******* Refrigerator diagnostics says it is the compressor. The tech that showed up was the only available tech in the area that is able to make it my residence. The next available tech is two weeks out. This tech (company) is not reliable and was my only option. Please reference reviews *************************************************************************************************************************************************************************************************************************.

  How is it my fault Plesser never sent you the information you needed. I uploaded everything that was asked. Please cash out my policy since you are not honoring it.

   

  Per ******* "******* refrigerator's diagnostic mode is generally considered quite accurate for identifying common issues with the appliance".

   

  

  Business Response

  Date: 12/27/2024

  Thank you for the information provided. We would like to inform you that we have sent an email notification containing a copy of the terms and conditions of the protection plan. The email outlines the relevant sections pertaining to your protection plan. Please take a moment to review the terms and conditions that have been sent to your email address.
  
  We kindly ask that you review section (13) regarding ***** Components for Appliances. This section describes the major parts covered by the plan, including the compressor. Additionally, the terms specify that to file a major component claim, you must first contact us to obtain a service order number. Once you have received this number, the unit can be repaired, and the detailed service invoice will need to be submitted to us for reimbursement consideration of the eligible covered portions of the repair.
  
  We acknowledge that you are still experiencing issues with your unit, and we sincerely apologize for the inconvenience this is causing you and your family. As noted in the photos you provided, the manufacturer also offers a 10-year coverage on the compressor. Please be aware that we are unable to override or replace the coverage provided by the manufacturer. Based on the information provided, we encourage you to reach out to the manufacturer for assistance with your cash-out request, as we currently cannot proceed without further justification.
  
  For additional assistance, please do not hesitate to contact us at ************ and select option 3. We are here to help.
  
  Thank you,  
  ******* Renteria  
  Executive Customer ********************** Specialist

  Customer Answer

  Date: 12/29/2024

  I am rejecting this response because:   I tried call on December 24th and your offices were closed. I also open a ticket online and no one responded (I have attached screenshot for your review). How am I suppose to obtain approval when no one is around to take my call. Like I said I have two young kids, your inability to respond in a timely manner has cost great hardship for my family and I. I contacted numerous refrigerator repair places based on ******* website. They either did not pick up or did not have appointments for the next two weeks. I was only able to find one place open who was able to come the same day. 

  Also, your warranty says that you cover the compressor for the refrigerator and now you are saying go to ******* for warranty? So basically you and ******* are covering the same part, however because you do not want to abide your agreement you are deflecting your responsibility. Please do what is right.

   

  Please buy out  the rest of my warranty.

   

   

   

   

  Customer Answer

  Date: 12/29/2024

  They also did not mention they are liable for food loss per the terms they recently sent.

• Initial Complaint

  Date:12/26/2024

  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 a washer from good deals appliance in 2021 with a 5 year warranty from the company in question. They have repaired it for the same problem 10 times since. Now they say they cannot repair for an 11th time so they are offering a *************************************************************** with no other options and no way of washing my families clothes.

  

  Business Response

  Date: 12/27/2024

  Good morning,
  
  We sincerely apologize for the frustration you have experienced. After reviewing the repair history and the Terms and Conditions of your service plan, New Leaf has proceeded with the settlement in accordance with the guidelines established in the service plan. Please note that the service plan includes a Limit of Liability, which stipulates that our total liability, encompassing all repairs and/or replacements, will not exceed the original purchase price of the appliance. The service plan is designed as a repair plan, adhering to the limitations outlined. 
  
  After assessing the five reported repairs, involving different issues, it was determined that further repairs would not be cost-effective. ******** has since communicated this decision to the retailer to facilitate a settlement between the retailer and you as the customer. We again regret the frustration this situation has caused. Please be assured that the service plan and repairs were conducted in alignment with the Terms and Conditions.

  Thank you, 

  ** ********

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

  Customer Answer

  Date: 12/27/2024

  I am rejecting this response because:   All repairs were for the same exact issue and when I asked for a replacement during the fifth repair I was denied. It would have been more cost efficient for both parties if a replacement was provided. 

  

  Business Response

  Date: 12/30/2024

  Good morning Mr. ****************** apologize that the amount provided does not suffice for the purchase of a new unit. This amount represents the remaining Limit of Liability as detailed in the Service Contract Terms and Conditions (attached for your reference).
  
  We acknowledge that this is not the outcome you were hoping for; however, it reflects the coverage available under the terms of the Service Contract.
  
  Thank you for your understanding.

  Customer Answer

  Date: 12/30/2024

  I am rejecting this response because:   I asked for a new unit earlier in the repair process when it was possible under the terms of the contract and was denied. I will never do business with ******** again and not recommend them to anyone. ********* company!

  

  Business Response

  Date: 02/11/2025

  Good afternoon Mr. ****************** apologize that you are dissatisfied with the outcome of your Service Contract. 

  The Service Contract is a Limit of Liability plan, which means the repairs or replacement cannot exceed the purchase price of your unit. The Terms and Conditions also state that the unit must be deemed non-repairable, or parts no longer available, in order to be reviewed for replacement. 

  Your Terms and Conditions for your service contract have been previously provided to the BBB for Review. 

  The last repairs were determined to be uneconomical to proceed, so you were issued the remaining Limit of Liability for your Service Contract as a Store Credit to the Dealer where you Purchased the plan. 

  Thank you.

• Initial Complaint

  Date:12/09/2024

  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 am writing to formally address a serious issue caused by the technician your company dispatched, ******************* multiple times, during a recent service visit. It has come to light that the refrigerant line of my refrigerator was damaged during this service, leading to subsequent failures that were only discovered after engaging a private technician to address ongoing issues.The private technician diagnosed that the compressor was completely empty of refrigerant due to a leak from the refrigerant line, which was identified as the point of damage caused during your technician's previous service where it had to bring someone to help him fix it. This negligence not only caused my refrigerator to stop functioning but also forced me to incur additional costs for inspections, parts replacement (thermistor and control board), and expert opinions, none of which would have been necessary had the refrigerant line not been ************** a customer, I entrusted your company with the maintenance of this appliance, and I expect your organization to take full responsibility for the damages caused by your technician's error. Instead, your subsequent decision to drop my policy appears to be a way to avoid accountability, which is entirely unacceptable.I demand that you take immediate action to resolve this matter by either:1.Fixing the refrigerator at no additional cost, or 2.Replacing the refrigerator with an equivalent model.If this issue is not addressed promptly, I will have no choice but to escalate this matter through legal channels. My attorney has been briefed on the situation and is prepared to proceed with the appropriate legal actions to ensure my rights as a consumer are upheld.

  

  Business Response

  Date: 12/11/2024

  Good afternoon Mr. **************** sincerely apologize for the challenges you encountered during the repair process of your unit. If there were any damages caused by the assigned service provider, you will need to address this directly with them, as New Leaf operates as a Third Party Administrator, and the technician you referenced does not work for our organization.
  
  Please refer to your Service Contract Agreement, specifically Section IV, which outlines what is not covered, including (I) incidental, consequential, or secondary damages or delays in service under this Agreement.
  
  The most recent service completed did not successfully resolve the repairs. Therefore, we requested an estimate from the Manufacturer Authorized Servicer to determine the additional repairs needed to restore the unit to proper working condition. The estimate indicated that proceeding with the repairs would be considered non-economical, as it would exceed the Limit of Liability outlined in your Service Contract. In such cases, a settlement is provided for the remaining Limit of Liability, issued as a check to the contract holder. This action fulfills all obligations under the Service Contract.
  
  Thank you for your understanding.

• Initial Complaint

  Date:11/25/2024

  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.

  My new dishwasher, which was covered under New Leaf Service Contracts **** is malfunctioning and leaving dishes dirtier than they are going into the machine. They are covered with dried soap. This issue has been going on for 4 MONTHS now. they have since replaced the soap dispenser, had me get plumber to check my water pressure, replace the cord and check the water temperature. All were fine. Then for visits 2, 3, and 4, they had their service guys come to try to put a part that is too big for the machine and has too many connections for the machine into the dishwasher. They sent the EXACT SAME PART OVER AND OVER, THE SAME SCENARIO, OVER AND OVER. Each time I had to take a day off of work. The last technician today told me that the machine was not repairable and needed to be replaced. The tech before him said the exact same thing. I have an injured dominant shoulder and have had to wash my dishes despite having purchased this highly ineffective warranty. With 4 different visits, they could have paid for a new machine easy!!! Not to mention, the tech before the last one damaged my new Stainless steel dishwasher door. Green Leaf boasts to plant trees yet can't manage to take care of a customer who paid them. This company is garbage!!! Please folks DONT WASTE YOUR TIME AND MONEY!!!! A company like this negates the purpose of having a warranty so you never have to worry about going without your product for long. 4 MONTHS, no resolution, they did the same thing 3 times in a row and expected to yield a different outcome- I believe that aligns with the definition of insanity! Poorly managed. Poorly operated. Ineffective. As a Quality Expert, this is one of the worse scams out here! Unless you like having to wait weeks for an appointment, take full days off from work because they make you commit to an 8AM-5PM window and get stuck toiling yourself for months because your machine is useless, DO NOT New Leaf Service Contracts ****

  

  Business Response

  Date: 11/26/2024

  Good afternoon ****,

  We deeply apologize for your experience during the repair process of your unit, and that the unit is still not working correctly.

  As the Service Contract is a Parts & Labor Repair Plan, we must proceed with repairs until the unit has either been deemed non-repairable, or all repair options have been exhausted. (Parts No Longer available, or all repair attempts have been made)

  As the most recent service notes show that the part needed on the schematics from the Manufacturer is not compatible with the unit, the servicer noted "Unable to Repair". 

  Our Executive Customer ********************** Team is reviewing your claims to determine our next steps for resolution, and will reach out to the Phone number we have on file tomorrow to further discuss our next options. 

  Again, we deeply apologize for the length of time the repairs have been ongoing, and we will work diligently to come to a resolution for you. 

  If you have any questions, please reach out to our Executive Customer ********************** team at *************************************************************************************** 

  Thank you!

• Initial Complaint

  Date:11/22/2024

  Type:Billing 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 have a service contract for our appliances we purchased from ******** through New Leaf.We had one previous service before which resulted a change of the glass door. When the technician completed the job we noticed that some residual left on the door. When we called for service they claimed it was cosmetic and denied the payment. Then we had a new problem this time with the fan in the oven would not shut off. When we contacted the ******** we were advised that they suspended our contract because we did not paid ypthe service charge.We had to pay them before they came out. Then we cannot get a dare for the service call till December 3d.We then contacted ***** and they advised us to call this new company who can come out before December 3d. We also checked with New Leaf if it was accepted buy them and were told to pay for the service call and we were going to be refunded.We did everything that was asked from us and now they denied this claim also.They claimed that that we should have know how to fix the problem before they came out.We are in our late 70 is and we feel that these people keep rejecting averything. And if they would try to explain what to do would have asked for help.We feel that this company just took our money which is a lot and also we payed a lot for the service contract and were denied for everything

  

  Business Response

  Date: 11/26/2024

  We sincerely apologize for any inconvenience this may have caused. Our claims department has been working on this claim this morning, and have approved the reimbursement for this customer. If you have any questions or concerns please feel free to call us at ************** opt. 3 or email us at ***************************************************************************************.  
  Autumn H.  
  Executive Customer ********************** 

  Customer Answer

  Date: 12/02/2024

  I have not received anything from the business nor I did not get my money refunded as of today. I want to get my refund  since the business charged me a $100.00 for a previous issue we had as I stated in my complaint. They also suspended my service contract and never even notified us.

   

  ***** Kinda

  Customer Answer

  Date: 12/19/2024

  This claim still has not been resolved 

  They are giving me the roun around 

  Made numerous calls and they are not doing anything about it.

  I purchased the  extended warranty and the suspended it 

  

  Business Response

  Date: 01/10/2025

  Good afternoon, 

  The claim is currently marked as complete, and the reimbursement payment reflects a check date of December 20, 2024.
  
  Your service contract is not indicated as suspended; I have attached a screenshot to support this finding.
  
  The service provider has confirmed that the unit has been repaired, and the reimbursement payment was issued within the standard timeframe of 30 days. Payments are generally received 7 to 10 business days after being mailed, in accordance with our Customer Reimbursement procedure.
  
  We apologize for any inconvenience you may have experienced. If you would like to discuss your claim further, please feel free to contact us at ********************************************* and we will be glad to assist you.
  
  Thank you.

• Initial Complaint

  Date:11/20/2024

  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 ******* fridge in May 2021. The freezer suddenly stopped working, lost all food. I called Orvilles and was directed to their customer ********************** repair line, New Leaf. I filed a claim on 9/17. That same day they emailed saying due to their long turn around, they were assigning another servicer. That provider reached out and could not come until 10/7. They come and have to order a part. We dont hear from them to come back until the week of 10/21. They state its repaired. We purchase food for our freezer. Within a week the freezer dies again, all food lost. I call and file another claim on 10/26. On 10/27 the entire unit died. We have now lost all food in our fridge- including medication for myself, daughter and animals. Over $1000 just in medication- not everything was covered by insurance. While on the phone, I was informed by ******** a Food loss claim was filed and would be reimbursed after repair. The fridge was repaired again 11/5. I followed up on 11/14 and 11/15 and was informed that without receipts I could not be reimbursed. I explained that I was told the claim was already submitted ( they confirmed) and I wasnt expecting my fridge or freezer to die, its only 3 years old and I do not save food receipts. I was told it did not matter. The fact this unit died twice within 5 days, I had to wait weeks for repair, and destroyed hundreds of dollars of food and $1000 in medication. The company confirmed a claim was filed but they were not going to follow through.

  

  Business Response

  Date: 11/22/2024

  Good afternoon *******, 

  We deeply apologize for the experience you had during the repair process of your unit. Unfortunately repairs can sometimes take more than a few visits, before the unit is repaired into working condition. We understand that this process is not the desired route, though this can happen for many different factors. (Part availability, Technician availability etc.)

  We always strive to provide the best customer ********************** possible, and We apologize that the Food Loss instructions were not better explained to you. Whenever a Food Loss Claim is created, the systems sends an Email to the email address on File to provide instructions to follow to obtain your Food Loss benefit. Following the instructions on the Food Loss form in important, as we must be able to justify reimbursement to our Carriers. 

  We deeply apologize for your situation, and our Executive Customer Escalations Team will be reviewing your claim to determine if we may be able to further assist. 

  Thank you.

  Customer Answer

  Date: 11/22/2024

  I am rejecting this response because:   I did not say the unit requires multiple visits to be repaired. The unit stopped working on two separate occasions- with two separate issues, resulting in my food and medication loss, two separate times.

  I did send proof of purchasing food in between those repairs after the email was sent to me requesting to follow the directions of the food loss claim. I never received an email back. The customer ********************** represent *** stated on the phone she filed the claim and the money would be sent, and then it was confirmed in the email. Im sorry your staff didnt follow your procedures. That is something to retrain them on. 

  

  Business Response

  Date: 11/26/2024

  Hello *******, 

  We have reviewed the Call you had with our agent on 10/26 and found that the Agent did not follow procedure when informing you about the Food Loss Benefit available. The Food Loss benefit is outlined in your Service Contract, and details that you may receive Up to $200 once, per the coverage period.

   In order to receive this benefit, the instructions on the Food Loss form must be followed. We have attached the Form here as well. 

  We deeply apologize for the Customer ********************** you have received, and the agents will receive coaching in order to avoid these mistakes going forward.

  If you could, please send any receipts you have (itemized if possible) to ******************************************** for our Executive Customer ********************** team to review to determine if we can issue the maximum amount ($200) for the Food lost. 

  Thank you.

  Sincerely,