ComplaintsforLiberty Home Guard

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased the home warranty from Liberty home guard policy in 2021 the salesperson kept saying they do not need to check how old the appliances and if the appliance fail they will cover the repair or replacement. I spent around $2400 for the premium. Last week I made a claim about my refrigerator freezing veggies and milk. It was still usable but not functioning properly at times. LHG sent a technician to do a diagnosis. I dont know what the technician but after he left the refrigerator completely stopped working. The food went smelly and rotted. The *** resolution department suggested to replace instead of repairing but only approved $300 credit, which is a joke. My refrigerator is GE profile in the $2000 range, and can still be used before their technician came to diagnose. It took almost a week for the resolution department to process the diagnosis report and made their proposal. By that time most of my food got rotted and I have to throw them away. I could not accept their proposal and purchased a new refrigerator on my own. Their reimbursement wont go above the $300 credit. This is not acceptable. If the value depreciation is so dramatic what is the point of getting this warranty the first place? This is a scam on the customer. I demand a reassessment on the coverage credit or refund on my insurance premium.

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a home insurance policy with them. In the policy, the appliances are covered in case something happened. The refrigerator stopped working properly. First it was the ice maker stopped working and then the temperature of the fridge stop working all together. I contacted them about having the issue resolved. First we had to pay $125 for a repairman to look at the fridge. The repairman came a day later. When the repairman did come, he told the company that the compression part of the fridge is no longer working and it would have to get replaced. When I contacted the company, they stated the part needing to be replace, is not covered by the insurance and I would have to get a replacement. With the replacement, they gave us a $800 credit to put towards the fridge so we ended up paying an additional $350 afyer the credit was applied. We picked out the replacement and it was told the delivery date was Jul 31st. The day came and they never delivered the fridge. Since then, I have been in constant contact with them asking about the fridge and all they can do is apologized and there's a delayment with the order. As of yesterday, they did give me the email to the shipper (because the shipper doesn't speak to customers on the phone) and I have not heard from them

  Business response

  08/20/2024

  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

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **************************************
  
  
  
   
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In a recent purchase of a condo the sellers agreed to a home warranty with Liberty Home Guard $699. From the initial signup we had issues where someone elses property was registered under my account. **************** has been neglectful since then. 4 failed attempts for technicians to come diagnosis the **** issues and after the $125 diagnostic fee they are approving a $500 payment towards a replacement unit. The unit is ***** years old and no longer meets CA State Codes. This falls within policy guidelines to have a replacement issued or reimbursement for a new unit. I am unable to reach supervisors and cannot get this resolved. I have paid for my own **** techs to quote which are $1500 less than their provided quotes for the exact same units. They are marking up, taking customers money and then refusing coverage. I have no other options left, the home is 85+ degrees every day and cannot afford to full cost of a replacement. This policy was chosen due to the written coverage of the homes appliances and replacement options in case something like this happened. I am requiring coverage of the unit, a supervisors attention to follow through on the claim and a credit of the $699 policy fee to be reimbursed to me, the account holder.

  Business response

  08/16/2024

  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

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home warranty company using typical delay tactics to not resolve claim issues. Have repeatedly spoken with ***** low level customer service **** who read from a script and deflect my continued requests to be connected with a supervisor.Urgent repair issue being delayed because they claim not to have received diagnostic. Company dispatched to handle claim has verification of receipt of diagnostic by liberty home guard.Liberty Home Guards mission statement to simplify home ownership is vague lip service.Terrible customer service with no ability to speak to someone who can actually authorize a claim.

  Business response

  08/16/2024

  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

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I obtained services from this company months ago. I have followed the contract however it does not explain in detail what is and what is not actually covered it's actually very leading. I have filed several claims only to have them denied with reasons that do not coincide with the contract. They gave me a limit only to low ball me with the least amount they can or is willing to pay out. This is fraud and they are using people only to make money

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Liberty Home Guard does not provide service for home warranty. They solely delay or make up reasons for not providing service. I had an issue with my condo garage motor and they charged me a service fee, an install fee, and said they would replace. They never shipped the garage unit to me and made up reasons for delay until I asked for a tracking number. At that point they started blaming Lowes and **************** but would never provide an answer. Eventually when I canceled my home warranty, they did not refund any of my fees and held onto all payments despite the pro-rated nature of the service provided. 100% scam company! Do not do business with them

  Business response

  08/13/2024

  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My central AC unit failed in early June 2024 and I initiated a claim for repair. A tech was assigned and concluded the unit required replacement. More than a month passed while Liberty Home Guard assessed my claim. LHG ultimately concluded that I was not entitled to warranty coverage due to the age of the unit. LHG did offer to provide a service tech to perform the installation and to contribute 1500 to the replacement cost - while I paid LHG 5500. It has now been 18 days since I paid LHG and LHG has not followed through on any way and no installation tech has been assigned. **************** is incompetent- polite but no discernible results in weeks. This is beyond frustrating - and my so-called home warranty company has been in possession of my 5500 - *** !!

  Business response

  08/13/2024

  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty home guard salesman sold me a home warranty that would not take affect for the first 30 days of my home ownership. The website says if you buy a new home talk to your salesman for a sooner start date. I talk to another salesman they said the only way to start it soonerto pay for five years upfront at $2700. I agreed we broke this into three monthly payments. With nothing due for 30 days. Two days later, they tried to charge my card $834.When I tried to file a claim for my AC, which was not working, they sent out a technician. Very nice gentleman diagnosed the system as being old and And stop working from where and tear. It was an R 22 system that is long outdated. We discussed replacement options and he submitted his findings to liberty home Guard four days later I received a message to call liberty home guard with their findings. They told me that it was an electrical issue and they do not cover that. They said they do have other options, though they will provide me with because Im a good customer. They sent me an option of them paying $1000 and me paying $7600 . When I tried to call and speak with someone about this, I could get no one on the phone that knew anything about HVAC or troubleshooting or the reason why they denied the claim. On the homepage, you can look at the coverages for AC and what they do not cover. All the while my family is barely surviving in 100F temperatures five days running. I have asked to speak with the supervisor asked to speak with the resolution department. I have called every number that I can and sent emails. No one has returned my call or emails , this is false advertising. I have paid them money for a warranty for a system. They said they covered and now they are immediately denying the first claim while my family is barely surviving 100* +. Also, they offered to finance the 7600. They said was my out-of-pocket expense. If thats not a scam while the health of the customers is in question, I dont know what is.

  Business response

  08/13/2024

  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

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 2024 - I schedule my annual gutter cleaning. I pay for the service technician to come out for cleaning. They are a no show twice. I used the text app and they don't respond to that. I call them the next day and Liberty tells me to schedule directly with the technician. The technician says, "Liberty takes liberty in scheduling and never told them of the appointment." The technician was rude and made a huge mess. He made me take a picture of him and send it to his boss so that he could prove that it was a really hard job and he got dirty. Overall, for a company that says response within 48 hours, it took closer to a week and a half. Warranty is $4000 with $65/per incident charge.

  Business response

  08/13/2024

  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?
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jun25, 2024 =***** July ******* =***** Tech charges ***** Refrigerator was not fixed. Now they want and extract ****** .Called a local company for 1/2 of the price.They are scamming customers and over pricing

  Business response

  08/13/2024

  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?

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*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. ↩