ComplaintsforLiberty Home Guard

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed an initial claim on 5/24/24 for a plumbing issue at my property address. A leak from my bathroom caused damage to my neighbor's ceiling who lives in the condo below mine. I was assigned a plumbing company, which had to cut an access point in the neighbor's ceiling in order to determine the source of the leak. When the hole was cut, it was promised that the hole would be patched with drywall and the entire ceiling re-painted. The company was on average 2 hrs late for appoints and at most 8 hours late. They also no-showed for more than one appointment. Liberty canceled the company's contract after the plumbing had been repaired but BEFORE the drywall re-painting was completed. They said this was due to background check issues and multiple customer compliants and promised the new tech they assigned would finish the painting at no cost to me. They keep assigning and sending plumbers when the plumbing has been repaired and someone who does PAINTING needs to come. I have called multiple times, spent hours on the phone, and just this past Friday, they once again sent a plumber. I asked for a supervisor call on 7/11 and still have not recived one.

  Business response

  07/29/2024

  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

  07/30/2024

  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. ******* at Liberty Home Guard has promised to provide a refund and has also promised to provide funds for the work to be completed. 
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since May 20th, 2024 I have requested repair of my **** system, which is a covered item under my Liberty Home Guard home warranty. I paid Liberty Home Guard the $70 deductible for this service call. And $3,650 for Liberty Home Guard policy.Liberty Home Guard disregared my May 20 claim to repair my ****, so I contracted my own technician on May 28 (as stipulated in my warranty agreement, repairs made my independent contractor are reimbursable via Liberty Home Guard). I advised Liberty Home Guard Claims of the fact. D&D **** Solutions repaired a bad capacitor and blown disconnect box fuse and charged me $450. May 28 - I submitted claim via to Liberty Home Guard June 9 - No response from Liberty Home Guard on my claim. Resubmitted to ***************** via email June 11- Email message from Liberty Home Guard that "additional information needed". However, no further communication from Liberty Home Guard received or request for specific (or general) information. June 4, 2024 - Contacted Liberty Home Guard again and reported **** unit still not repaired. June 8 -Liberty sent a technician to home for **** system repairs June 10 - Liberty Home Guard advised me that I would be responsible for $485 of those repairs, June 10 - I paid Liberty ********* $485 via my credit card (Transaction *****************,).Despite my paying $3,655: Liberty Home Guard $485 repair, $70 claim, $2650 policy = , and $450 (unreimbursed) to independent contractor,The **** remains un-repaired On July 5 - I again reported to Liberty Home Guard that the **** is not repaired.Today I received an estimate from Liberty Home Guard to REPLACE my **** at an out of pocket cost of over $6340. Liberty Home Guard claimed that a "leak" in the system rendered the **** system "out of coverage". However, Liberty Home Guard's OWN technician disputes that there is any leak to the system and patently denies Liberty Home Guard's false claim. The **** replacement if fully covered by my policy.

  Business response

  07/29/2024

  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RE: **************** *** On 06/28/2024 I called *** about the garage door problem that needed urgent attention because our cars were stuck inside the garage that won't open. While they charged the service call fee immediately, they did not assign any contractor. The next day I called again and informed them of the urgency, but they said no one can come that day either and that I had to wait indefinitely before I could get an appointment. At that time, I requested them to authorize me to get the service from an independent contractor and they reimburse me afterwards. They accepted my request and advised me that they would only reimburse me based on the average price of the part and the service. I called a couple of companies and they quoted in excess of $600. However, one of the companies agreed to perform the service for a discount price of $500, which I agreed. The service provider called *** and explained the needed repair and how much that would cost. Yet, the *** only agreed to pay $225, which was less than one-half of the average price of the job. On top of that, *** charged me the for the service call fee of $85, which they did not pay to service provider. Therefore, I had to pay the service call to the provider.

  Business response

  07/30/2024

  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

  08/01/2024

  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:

  The business has not yet offered any settlement. They only stated that they appointed someone to investigate the matter. Once they offer a meaningful settlement, I will advise BBB whether their response is acceptable to me. I look forward to hearing from the business regarding my complaint.

   

   

   

   

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

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

  Customer response

  08/16/2024

  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. Mr. ************************** director at the company, called and offered a settlement in the amount of $180 and I accepted that.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/5/24, I contacted Liberty Home Guard to report that my air conditioner was not blowing cold air. Given the extreme temperatures exceeding 105 degrees for ten days, I needed a swift resolution. The next day, a technician inspected my system, identified that the condenser was overheating, and confirmed I had kept the system well-maintained. As a former Navy veteran, I have been performing basic maintenance on my air conditioner since I bought the house five years ago. The technician recommended replacing the system due to the compressor overheating. On 7/7, I contacted LHG to inquire about the next steps, emphasizing the urgent need for a functional air conditioner due to the high temperatures and my two children with compromised immune systems. They assured me they would expedite the claim and that I would receive a response within 24 hours. By 7/9, I had not received any follow-up. I contacted them again. I was informed that because I performed the maintenance myself and not paid for a professional service, they would only prorate my unit and offer a partial payment towards a replacement at wholesale cost. I pointed out that their contract does not specify that maintenance must be performed by a professional, only that records and receipts are required. Despite having these records, I was told they could not assist further. They promised a decision within 24 hours. It is now 7/12, and I have received a letter from LHG offering only $500 towards a new air conditioning unit, quoting me two options: $7,043.98 with installation and warranty or $6,543.98 without installation and warranty. Additionally, they offered a payment plan totaling over $1,700 a month for 4 months; no further assistance. This situation is unacceptable, especially considering the extreme heat and the health vulnerabilities of my children. I have upheld my end of the contract by maintaining the unit and keeping detailed records, yet LHG is failing to honor their obligations under the warranty.

  Business response

  07/26/2024

  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hold a warranty from LibertyHomeGuard. I filed a claim on 6/17/2024 that A/C was not working. They charged $85 for the claim. They sent a technician after 4 days during the heat wave. The technician came and partially diagnosed and told that the the issue is with the thermostat. I did wait for another 3 days but no action was taken by L;iberty Home Guard. I bought a thermostat myself and got it installed by a professional by spending a total of $350 ($250 for the thermostat and $100 for installation). Even after installing a new thermostat, the issue is not completely resolved as the termperature is never coming down to the set temperature inside the home and the A/C is always running thus increasing the electricity comsumption. I have been following up with them for the diagnosis. They say that i fixed it on my own so they need to charge me another $85. This is completely unwarranted as they never fixed my problem and they want me to suffer in the hot temperatures inside the home until they come and fix the issue. This is a ridiculous customer service and I need a refund of total of $350 that I spent to fix my problem and need them to repair the issue.

  Business response

  07/25/2024

  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

  07/29/2024

  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:

  They did not propose on how the issue can be addressed. Now that I already spent $350 and still waiting for a resolution, they did not make any proposal to compensate me for the amount spent. 

   

   

   

   

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

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

  Business response

  08/15/2024

  We have completed our internal investigation. Could you graciously email ********************************** to schedule an appointment to speak with a Senior Director? Please provide the best dates and times that work for you next week, and we will make sure to contact you then to resolve this matter.
  

  Customer response

  08/20/2024

  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. They agreed to pay me the amount that I spent on repairing this after I close this incident with BBB. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my claim with Liberty Home Guard 6-15-24. The service fee was charged to my cc. I was told the air conditioning tech would be at my home on Father's **** Sunday 6-16-24 between 12-4. At 3pm. I contacted my technician (Ubaka) to ask if he was going to make the appt. He said yes. I texted again at 6:45pm and told him to reschedule, it was too late. He came 6-17-24 at 10:30am and diagnosed the problem as a fan motor to my 5ton Lennox Air Conditioner, installed 2020 and still under warranty. He said he would turn in his findings to LHG and they would approve and then he would get the part and install it. As he was about to leave, he said there would be a $100 service fee. I told him LHG had already charged my credit card for that fee. I texted him 6-18-24 to please contact me. Two hours later he did and said he was still waiting on the approval. I contacted LHG customer service to find out why it was taking so long to get an approval and they said the tech didn't submit his findings until 6-17-24 10:30pm. That would delay the approval another day. 6-20-24 I texted the tech again to find out the status of my repair. At 9:23pm and told me the motor is on back order from ****** and they couldn't give him a specific date when it would be in stock. I had texted continuously trying to get information. The Dallas **** is having 100 degree days with the heat index 110. 7-3-24 I contacted the tech and he said he was going to the Lennox parts facility. I was ecstatic thinking he was going there to pick up the part. WRONG! He told me he went there because ****** wouldn't return his call. He told me after his visit he still didn't have a definite answer. I have been calling the customer service at *** and only can speak with foreign speaking employees at a call center. They won't transfer me to a manager. Today they told me that the resolution ***** will call me tomorrow. I wanted a return number to that ***** if they don't get back with me and they couldn't give me that.

  Business response

  07/24/2024

  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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Liberty Home Guard sells you warranty policies that cannot be used when needed using unethical practices. I signed a contract for my home that covers appliances and systems on 05/01/2022. 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 06/28/2024, I submitted a claim as my water heater stopped working and paid a $75 service fee. The technician came on 07/01/2024, and later I was told that the unit needs to be replaced. On 07/02/2024, I talked to the *** resolution team and was told the unit was not covered due to water damage reported by the technician. I told them there is no water damage and Im calling the technician. The technician stated they never said anything about water damage because there is none. I told them pictures were taken. On 7/03/2024, the *** resolution team offered me a $300 credit towards a new water heater that cost $4k, stating that my unit is too old and has no book value. After multiple calls with the team, and over 10 days without hot water its extremely frustrating. I requested numerous times to speak with the manager of the resolution team with being told they need to submit a request with no response back. The salesperson didn't disclose that the fix/replacement depends on the age of the unit. 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 water heater over 12 years old won't be covered. I spent over $1.8K 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 water heater as I was told before signing the contract. A home warranty is supposed to give you peace of mind, but in this case, it has become more of a headache.

  Business response

  07/23/2024

  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

  07/29/2024

  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,
  
  ***********************
  
  
  
  
   
  

  Customer response

  08/19/2024

  Better Business Bureau:
  
  Liberty Home Guard has reached out to me directly on compliant ID# ******** and has now resolved this issue. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We enrolled in a Home Warranty plan with Liberty Home Guard in July of 2023 and have paid on-time monthly since the inception of our policy. In June, we started noticing that our air conditioner was not putting cold air properly. We contacted the warranty company and they sent a technician out. This required a payment of $400. The technician was at our home for almost 8 hours and could not fix the problem. He then notified us, and Liberty Home Guard that the unit could not be repaired and needed to be replaced. Soon after, Liberty Home Guard sent us our replacement options and they were not free, as per our policy and their website (see link below). They are now trying to extort over $5000 from us to replace the unit and after several back-and-forth attempts are taking no responsibility for honoring their policy. At this point, we need to have the unit replaced, free of charge, or the reimbursement of the entirety of our policy as this was the only reason we got it to begin with. The total for reimbursement would be $782.

  Business response

  07/23/2024

  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

  07/29/2024

  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 there was no resolution offered and the air conditioning unit has not been replaced. We expect a full replacement unit installed and operational at zero cost to us as what was originally offered when we enrolled in the warranty service. 

   

   

   

   

   

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

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

  Business response

  08/14/2024

  We have completed our internal investigation. Could you graciously email ********************************** to schedule an appointment to speak with a Senior Director? Please provide the best dates and times that work for you next week, and we will make sure to contact you then to resolve this matter.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased their premium policy about 15 months ago. My Air Conditioning went out and they sent out a technician. Cost $70. He reported unit could not be repaired. Replacement needed. Finally after daily calls for 2 weeks they offered $1200 on a $6200 needed replacement. I then hired a local firm for $4500 and attempted to cancel policy. Was told by their very smooth supervisor I could receive my $800 refund and a bonus $200 if I removed negative comments on their site. It was clear to me if I didnt go along the refund could be awhile. Check finally arrived after 3 weeks. The company is a complete scam.

  Business response

  07/22/2024

  Hi *** ******--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?

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new buyers home warranty from Liberty Home Guard (LHG) I. December 2022. In December 2023 my ** goes out and I submit a claim. The technician tells me the issues is a leak in the coil because the coil has exceeded its life expectancy. Its not faulty but its simply ran its course and no parts last forever. It cannot be fixed and the unit needs to be replaced. LHG refuses to pay for the repairs and claims its due to a leak and the warrant doesnt cover leaks. I end up paying them $5400 to replace the ** and furnace unit. January 2024 they send a technician to do the install. The install takes several days and is a mess. The technician has to keep coming back. He finishes January 8th. However, nothing seems to be working right. I am texting him and telling him the house isnt heating or cooling properly. He claims everything is fine and the unit isnt big enough to handle the square footage downstairs. I have an upstairs unit and downstairs unit. He replaced the downstairs. I purchase a floor unit and window unit to keep my house cool and its 95 degrees in *******, Tx. In June 2024 I pay for another technician to from another company to come out and he tells me all the refrigerant has leaked out because of bad solder joints or a horrible installation job. I pay to file a second claim with LHG and they send a technician out. He comes out 12 hours later than the scheduled appointment and never called letting me know he would be late. He tells me the same thing and even goes further and says the installation is not only horrible but needs to be redone and its dangerous so he doesnt even want to get it running out and leave out of fear of something happening. He takes pictures and send a it to LHG on June 27, 2024. Today is July 6, 2024, and LHG has sent no one else back out. They have scheduled 5 different appointments and then canceled them. The technician told me they did not want to pay him the amount to fix everything. Currently no change in status

  Business response

  07/19/2024

  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.
  

*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. ↩