ComplaintsforLiberty Home Guard
Current Alerts For This Business
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
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was with American Home Shield, and one day I received a call from Liberty Home Guard about the home warranty. The marketing person convinced me, saying they are the best and everything I have with AHS will be included, LHG. Five months later, my over-the-range microwave is having problems, I filed a claim and paid $85. No technician came in and they decided to replace the unit. They are offering me a replacement unit with is a smaller 1.7 cu ft, 300 CFM compared to 1.8 cu ft, 400 CFM that I have. My unit was $425 and the replacement they are sending is just $230. What is more surprising is that they refused to pay installation or repair cost. The support pointed me to section H (LIMITATIONS AND EXCLUSIONS), (p) says "p) Installation of parts of or the entirety of systems, appliances, and/or optional add-ons" is excluded! In AHS, I never paid anything out of service fees to get the item fixed/repaired. When I asked the technician to get it repaired so that I don't have to pay more than the service fee, he said the technician would come and diagnose the problem. If any part has to be replaced, they will send the part, and I need to pay for the replacement. In addition to this, the microwave will not be covered for any future problems from that point on! Wow, what a scam these folks are running. I want LHG to repair or replace the unit and there should be no out-of-pocket for me other than service fee of $85.Business response
06/28/2024
Greetings--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
07/11/2024
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. Their resolution was that they send me a replacement Over the counter Microwave from *********** Finding a contractor and installation is on me. LHG contract doesn't cover any installation charges of the new equipment or parts and its clearly written in their policy. However they have offered to wave off the service fee if there will be any next service needed in this contract term.
Sincerely,
*************************
Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 3-year warranty service from Liberty Home Guard to protect my home in case of any failures. I recently submitted a claim on 05/20/24; throughout this time, I reached out to customer services to convey that my claim was under review four separate times and would take 1-2 days to review each time it went under review. Each time I called, there was always a reason why my claim was back in review with the claim department. When repeatedly inquiring about the status of my claim regarding my HVAC unit, I waited a total of ~2 weeks to get a response on the replacement unit proposal.When I finally spoke to someone from claims, the rep communicated that my unit was 18 years old. It is beyond the 15-year standard for the expected life expectancy of an HVAC system (life expectancy is between ***** depending on the type of system and other factors). Still, I was told this claim would be prorated based on the rep's ********* *** advertises that my HVAC and other assets are covered regardless of age. It was identified that my unit was maintained, but at the end of its life, no other defects were found; it just lived its life expectancy. I received $1200 towards a $10,207.50 replacement proposal, including labor, but the *** contribution does not even cover the replacement cost of $4,07.50 quoted to **** made multiple attempts to speak to someone but was told it was back under review, and I can only get a response communication via email through procurement. Return calls from the resolution department have not been returned from the resolution division since 06/11/24 when I left a message to call me back. The procurement department could only help me to a specific limit of my questions and could only answer some of my questions. I am incredibly disappointed in *** as a warranty company and the service (lack of service) I am receiving. It is now June 12th, and I called at least seven times to obtain service between the 1-2 days waiting periods.Business response
06/26/2024
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
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
UPDATE: Tried to buy my opinion by offering an elevated refund if I signed a release that would prevent me from writing the truth about my experiences. I didnt agree.Would give a negative rating if the system allowed it. Totally dissatisfied with the service by Liberty Home Guard (LHG). Theyre very good at hard sell, trying to convince you how theyre better than the competition. They even have an excuse why theyre not accredited with the Better Business Bureau, saying their ownership has changed and systems have been updated, and theyre now a much-improved company. I shouldve detected the ** right there, but the salesperson **** S was a smooth talker.Legally, they do have the disclaimer in the fine print of the contract that they pay only for book, or depreciated, value. Of course, the sales rep will never mention that but emphasize that they cover $2000 per appliance. However, the $2000 coverage limit counts for nothing. Say you have a 10-year equipment that stops working. Their incompetent service tech (for which you pay a $85 service fee) will say its unrepairable, and then their ********************* will offer much less than the actual replacement value if you get a new unit. In my case, it was a washer that they offered $250 credit for. They also offered some replacement options, lowest at $628, at supposedly wholesale prices when I could clearly see via a simple ****** search, were the same as retail prices on ********** and Best Buy. In other words, they are looking to make a profit here as well by buying wholesale and selling at retail prices.Selling warranty for used equipment, and then offering a low compensation when it stops working, would seem to be fraud by inducement. I advise people not to buy Liberty Home Guard, irrespective of the positive reviews that *** very well be paid for. I recommend reading Reddit threads about this company before you choose.Business response
06/25/2024
Greetings--thank you for your message, and we hope all is well. Your settlement payment was issued via check payable to you and addressed to the Covered Property. Is it safe to say that this matter has been resolved to your satisfaction?Customer response
06/25/2024
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
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My appliances were covered by Liberty Homeguard policy but when my refrigerator stopped cooling in 4/2024 they sent their technician and after receiving estimate from the technician they refused to fix my refrigerator instead offered $159 as total payment to settle this. Other options they offered were even more ridiculous. I had no option but to accept their offer and hot my refrigerator fixed using my own money.This was a very negative experience and shows that this company does not honor their own policies.Customer response
06/18/2024
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
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 1,2024 I signed an agreement with Liberty Home Guard. On June 4,2024 I completed an online claim form for my air conditioning unit. I never received a follow up email or call stating when someone would to assess the unit however, the fee was collected prior to being able to file the claim. I contacted Liberty Home Guard and spoke to someone letting them know to cancel the claim due to no one getting back with me. The representative was very **** with me however, she stated that she was refunding me the $125 fee. I have yet to have the fee refunded to my account to date. In the interim, I had to pay someone else to come and assess the unit. On June 8,2024, I contacted Liberty Home Guard to get clarification on my policy. The representative who answered the call was rude and unwilling to answer my question. My first question to him was what exactly does my policy cover. At this point he began to swiftly list the appliances. I stated that I was aware of that much however, what does the coverage entail. The representative asked if I received and read my policy. I acknowledged that I had, his response was " well it's all in there. I asked to speak to a supervisor, and he stated that he was the supervisor. He began to argue with me that he was the boss of bosses, and he did not have a boss. Then he hung up. This is very unprofessional, and I will be canceling my policy.Business response
06/21/2024
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
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 5/31/24, I opened a claim for an electrical issue that occurred at my home, which is covered by Liberty Home Guard (***) policy no. ******************. I was immediately charged the $75 copayment under my policy. After waiting a few days for the claim to proceed, I contacted *** on 6/4/24 and was told the claim would be escalated. On 6/5 I received notice my claim had been assigned to a technician, ***************************, and a diagnostic appointment had been scheduled for 4 - 8pm but the date of the appointment was not indicated. I called *** and confirmed the appointment was scheduled for 6/6/24. I was concerned because ****************** had previously been assigned to another unrelated claim I opened with *** and he no-showed after I waited all day for him to arrive. I expressed ths to the *** *** but agreed to await ********************** arrival. As I feared, he never showed after I waited 4 hours for him to arrive. I called *** at 8:24pm to notify them of this and, after being on hold for several minutes, advised the *** who answered that ****************** had no-showed AGAIN, that I wanted to contact my own electrician and have them reimburse the cost of the repair under their reimbursement arrangement of my policy, and that I want a refund of the $75 copay in recognition of the hassle, repair delay and inconvenience caused by this situation. I have documentation supporting all of this.Customer response
06/15/2024
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
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On or about 5/15/24 I had a leak in my downstairs ceiling. Contacted Liberty and they sent a plumber to fix. He came and couldn't find a leak, but cut a hole in the ceiling. He came back today, 6/6/24 and replaced the sheet rock but didn't paint it or sand it. I called customer service and they said they wouldn't fix the problem and it wasn't covered. Now, there is a large spackled patch on my ceiling and it looks terrible.Business response
06/19/2024
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
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid $700 for a comprehensive home warranty from Liberty Home Guard. When my whole house heat pump wasnt working well, I paid $125 for a Liberty Home Guard technician to service the unit. He proceeded to break the valve off the refrigerant line, rendering it garbage. I watched it happen and I still have the valve. They offered me an inefficient unit for $6906.25 after a supposed $700 discount. I want an Energy Star appliance since I live in an area with expensive electricity. I found an Energy Star Bosch heat pump for $15,790.80. Since I didnt take their ridiculous offer, theyre only offering me $225. That means, this service call will cost me about $16,400 after the price of the warranty, the service call, and the replacement unit. I want my $825 back.Business response
06/19/2024
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
06/20/2024
Better Business Bureau:
I resolved my issue with LHG. They agreed to give me $550 to close the account on top of the $225 for the reimbursement on the heat pump.
Sincerely,
***************************
Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased home warranty and before I purchased the warranty I asked a lot of questions a specific ones like do you cover the service fees when you send out a technician,and every time they answered yes that all we had to pay was the 85 dollar copay to get items fixed. So we signed up with them... A month later we had an issue with something in our home and payed the 85 dollar copay and they called us up three days later telling us that the can order the part but we had to pay the service fee of 250 Dollars to have the technician come out and install the part. That its in the contract... Mind you a contract you don't get to see until you sign up with them. So now we are cancelling our business with them. Hope this helps anyone that wants to sigh up with them.Business response
06/19/2024
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
06/22/2024
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
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Liberty Home Guard sales you warranty policies that cannot be used when needed using unethical practices. I signed a 5-year contract that covers appliances and systems on 05/27/2020. The salesperson told me that my appliances will be fully covered and the company will fix or replace them in case they break. I was assured that I have nothing to worry about. On 05/28/2024, I submitted a claim as my refrigerator stopped working and paid a $60 service fee. The technician came on 05/29, and later I was told that the unit needs to be replaced. On 05/30, I talked to the *** resolution team and was offered only a $350 credit towards a new unit, stating that my unit is too old and has no book value. After multiple calls with the team, I was offered a $500 credit, which still won't fully cover the replacement of the unit. Since the salesperson explicitly told me that my appliances will be covered and I have nothing to worry about, I'm refusing to accept the partial credit and pay out of pocket additional $550 to replace the unit. The salesperson didn't disclose that the fix/replacement depends on the age of the unit. Moreover, signing a 5-year contract basically lowers the value of the coverage every year, as some appliances can lost coverage due to age! None of this was disclosed to me. Since my appliances are not new, the policy I was sold doesn't cover any of the appliances I own! The contract doesn't specify the average age of appliances, and there is no mention that a refrigerator over 12 years old won't be covered. I spent over $2.5K on the policy that I cannot use. *** misleads customers and doesn't stand behind the promised service. I would like them to fully cover the replacement of the unit as I was told before signing the contract. A home warranty is supposed to give you peace of mind, but in the case of ***, it will become more of a headache. Do yourself a favor, save time and money, and go with another company.Business response
06/17/2024
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
06/21/2024
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,
*************************
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Customer Complaints Summary
1,027 total complaints in the last 3 years.
538 complaints closed in the last 12 months.