ComplaintsforLiberty Home Guard
Home Warranty Plans
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate a Pattern of Complaints regarding the claims process, customer service, and sales tactics for Liberty Home Guard. BBB has noted that the volume of complaints received about the company continues to be high. Customers are reporting to BBB that they are paying up-front service fees for technician appointments, and in many cases, appointments are delayed or cancelled, extending the claims process. Consumers also note a lack of response from Liberty Home Guard about when they can expect their claims to be evaluated and approved. Many consumers say that the scope of coverage and the dollar amount paid out for claims appears to be contradictory to Liberty Home Guard’s advertising and policy agreements. Consumers also report that coverage of certain appliances was denied despite assurances from the company's sales reps that they would be at the time the policy was purchased.
On 3/11/2024, BBB contacted Liberty Home Guard to request its voluntary cooperation in addressing the identified issues in the Pattern of Complaints. As of 3/12/2024, Liberty Home Guard provided a response to BBB and indicated that new software upgrades are currently being deployed which are intended to facilitate the communication regarding the scheduling of technician appointments and streamlining the claims process. In addition, the company reports that it is increasing its customer service headcount, and augmenting the training sessions and oversight for its sales representatives.
As of July 2024, the company continues to work on the identified issues in the Pattern.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Liberty home guard to protect my air conditioner, and other appliances for my home. The sales rep flat out lied that I would be fully covered for everything. After paying for a year, I needed them for air conditioning problems. I had to pay out of pocket for technician. And now that want me to buy the products from them at a supposed discount. They say they will only give me 1500 of the 7000 for repairs. And in order to get this *******, I will need to pay them the difference for the equipment or *******. In reality this is a scam. I can literally buy the equipment and products needed for 2800. So they actually are only covering ******. Meanwhile, they are also profiting off of the sale of the product. Also, it is impossible to speak to anyone at this company who is helpful. And I have yet to speak to anyone that I can understand clearly, their customer service must be in another country. I can not believe this company gets away with this. Every experience with Liverty has been awful, they are liars, and I stogly suggest that Noone use this company. What a scam. BBB please do something! Thank youBusiness response
07/15/2024
Hi *** *********--thank you for your message, and we hope all is well. Your settlement payment was issued via check payable to you. Is it safe to say that this matter has been resolved to your satisfaction?Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Liberty home guard intention ally double charged us for a diagnostic service and refused to remove the charges. A service call was requested and the problem was diagnosed. Since the original service provider did not want to perform the needed service, LHG made me pay another service fee for another provider. That second provider can to the house and performed the same diagnostic service. I was then informed from LHG that the service was not covered. I request a refund of the two service fees for my time invested and a pro-rated return of my policy so I can use another warranty company.Business response
07/12/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Liberty Home Guard promises to pay for repairs but then decides how much of the repair cost they will cover. I needed a burner replaced on a $6000 professional level stove top which was over a $400 repair. They offered me a replacement stovetop worth $300 which didnt even have the same number of burners and wanted me to pay for installation. I paid for premium appliance coverage but they didnt seem to matter. After fighting with them I got them to cover $325 of the repair. I have had these issues with them In the past. It is their standard method of operation. And they drag out the process so you are under pressure because you need the repair done.Business response
07/12/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In June 2022, I spoke to a *********************** regarding a five-year policy at the cost of $2,750.32 to which I agreed with Liberty Homeguard. Today (6/28/24) I tried to log in to their portal and it was as if the account didn't exist. When I called, a sales associate named **** told me that I only had a two-year account and that I'd have to extend the previous or purchase another policy. The direct line he gave me was ************. I asked him to send me an email with the details of my previous policy so that I could see what was going on. He agreed to send me that, but I didn't receive anything. I have no way of looking at my old policy because they locked me out of the account. I attached a screenshot of the current cost of a 5-year policy to show the ballpark figure. This company seems to be gaslighting people in getting you to sign up for five years, freeze you out of your account, then tell you that you only signed up for two. They need to refund the pro-rated amount for three years that they are denying coverage.Business response
07/12/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This was a Home Warranty bought through Liberty Home Guard. It's a Scam! They said they covered furnaces, plumbing, etc. Like most warranties. When my hot water tank failed I was told: They Do Not Cover Leaks. It's outrageous. This is Fraud. A friend signed up for it too and found it to be fraudulent. This company is ripping off consumers. They cover Nothing. I needed a new thermostat. I was told I had to pay for it. That is NOT how it works with legitimate companies. They cover. I've had other warranty companies. Liberty lies to obtain your business. They need to refund all the consumers they've taken money from. This company NEEDS to be thoroughly investigated. It's a Scam! I'm not their only victim. I am elderly and disabled. I do not have the funds for a new furnace. It's beyond shameful that these charlatans are Still operating. It's all over the Internet. They are a Scam!!Business response
07/11/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid for an in home warranty, they agreed in May to replace my garbage disposal and had an insinkorator sent to me. It is now the end of June and they wont come and install it, despite repeated calls.Business response
07/09/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In September 2023, I spoke with Retentions Manage named ***************************. I learned in this call that I would not receive a full refund if I canceled my policy. I asked him what would happen when my HVAC went out. I included the age. He told me with their contract, my out of pocket cost would be about $1200. June 2024 AC unit has failed . Claim submitted on Friday (6/14). The tech came Saturday. He submitted his assessment that day. I called Monday and was told they had a resolution and would call Tuesday. I called at 230 PM after 15.5 min, I spoke with ***** in resolutions- She stated she needed to review my claim. then said I have to wait to get an email with replacement options and their contribution.I chatted Wednesday because I had heard nothing. They said the resolutions team was actively working on the e-mail, and I will have it Thursday morning. I chatted Friday morning. They stated they are waiting on the technician to confirm the information he sent. They sent an e-mail Friday with 2 replacement options. One included installation. Both options included heat and air, even though my furnace is brand new. The contribution was only $1500. My out of pocket cost was listed as $6905.82. The costs were not itemized at all. Installation was $3000, because the cost with no installation was $3905.82. I e-mailed back why they were including the heat and what the cost was for HVAC alone. I also asked why their contribution was so low compared with what I was told 9/2023. I requested to replace the unit myself and get reimbursed, but for more than $1500. 6/24/25 at 1236 PM I called to ask when I could expect a reply, and the rep said today or tomorrow. I got an e-mail Tuesday from the department that sent me my options and put in their e-mail saying that they cannot answer my questions and forwarded my e-mail to the resolutions department. I have been 11 days without a working HVAC when there have been excessive heat warnings nearly every day.Business response
07/09/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I submitted a claim on or around June 4th to Liberty Home Guard because my air conditioning stopped working l paid my deductible and on June 7th a repair guy came and got it to work for 10 days I called back on June 18th the tech came out on June 20th told my daughter he would be back and did not come back. It wasn't until I txt the tech the next morning and he said "We are just waiting on the approval you need a condensation pump down there in the basement ". So when I called Liberty Home Guard they said they had to find a part and the customer rep said "ma'am you have already called but I will escalate the call" I did not hear from them the rest is the day so yes I called back this morning, I was asked if I received an email from the resolution department I told them no, so the representative escalated the issue again and when I asked was it ever escalated she said no and that I would be receiving an email from the resolution dependent (something to that effect). I had to purchase a portable Air conditioner just to make a room bearable. I understand what's important to me may not be important to them but when I am paying for a service I expect it to be fixed right the first time.Business response
07/03/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Customer response
07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate the fact that they are looking into it. I ended up buying my own condensation pump, and having it installed because with 3 toddlers in the house I couldn't wait any longer it was cooler outside than it was inside. The infuriating part was when a rep felt the need to remind me that I called already. I am looking forward to hearing from Liberty Home Guard
Sincerely,
***************************
Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A plumbing issue started on May 31st, we filed a claim to with Liberty Home Guard on June 5th and paid $150 that same day. The company sent a HANDYMAN instead of a plumbing company. The handyman was not able to fix the issue. LHG did not reach out to the gentleman to say the work was approved, we had to reach out to both parties and work it out for them, because they cannot properly communicate. The handyman then came back a week later on June 13th and could not fix the issue because he was NOT a PLUMBER. He did not have the proper tools, he said in his notes to the company that he would document all this. My husband and I have called the warranty company every day, asked to speak with a supervisor, we are dismissed, we do not get to speak with a supervisor, despite the endless promises that a supervisor will reach out to us for every call. I've mentioned that this is an emergency because we cannot use our water, our plumbing and sewer systems do not work. The bottom level of our house floods every time we turn on the water, and soaks our carpet. I've stated a dozen times that we are at risk of mold. No response, no concern. No progress. We finally were visited by a licensed plumber today 6/21/24. The plumber says the issue is so bad now they cannot fix the issue, a restoration company needs to come and demo our downstairs. And he says our entire house is now exposed to BLACK MOLD. All 3 of children under 10 have severe asthma. THIS IS A DANGEROUS HEALTH CONCERN. So we also need a company to come and treat our house for mold now as well. I've never dealt with a more embarrassing company. I've written to their CEO, and I will be filing against this company. DO NOT USE THIS COMPANY.Business response
07/02/2024
We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.Customer response
07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, due to mistrust that I now have with this company, I would like to keep this case open as I do not believe they will follow up on their response or continue the investigation.
Sincerely,
***************************
Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was quoted 1 price then charged 10 times more before i even got off the phone. If you can charge me that fast then you can refund me just as quicklyBusiness response
07/02/2024
Hi ****************--thank you for your message, and we hope all is well. We understand that you spoke with a member of our ******************** Is it safe to say that this matter has been resolved to your satisfaction?
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Customer Complaints Summary
1,027 total complaints in the last 3 years.
538 complaints closed in the last 12 months.