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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Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased our home warranty here under the guise of the salesman who despite asking for have never been put into contact with again; were told with our 5 year plan we would get a dedicated representative for our claims and the items verbally identified would be replaced if they broke regardless, garage door operator, ac unit, water heater and furnace. This was all a complete fabrication. They are replaced "at book value" so we are told on the phone now and have been told directly about our ac unit "it is 29 years old is not covered". This is nowhere in our contract. There is no one available to ask questions to, it's all a general call center, they have no complaint department, no escalation lines, no management has ever contacted us, no sales **** no one. They say they attempted to call and I have never missed a call and refuse to send me their call logs. They now want to offer us a unit from their own supplier whom they won't identify or name or guarantee is even a newly manufactured product. I want all of my money back plus the cost we submitted over six weeks ago for a new ac unit. It has been over 90* here and still no calls from Liberty unless I call them first. They promised me an estimate last Wednesday, Thursday, today and now after calling on my lunch break it will be another one to two days. They are the most disappointing company I have ever had the displeasure of giving money to.
Business response
09/17/2024
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
09/25/2024
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:

No one ever called me, responded to me or attempted to reach out to myself or my husband via email or phone. They do not have an escalation line, complaint representative or claim representative. It has not been addressed and no one has even spoken to me sine filing. This has been the case every time I call their company and I am only able to speak to a member of their office by calling their general line and it is a different person EVERY TIME .

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

Sincerely,

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

Business response
10/22/2024
We have completed our internal investigation. Could you graciously email [email protected] 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
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 8/27/2024 I filed a claim with Liberty Home Guard, stating my A/C unit was not cooling properly. On 8/28/2024 I was contacted by Cool-Pro heating and cooling. They came out and diagnose my unit and contacted Liberty Home Guard for approval to repair. Liberty refused portion of the claim stating my policy didn't cover repairs for holes in condensing unit. This left me to pay 75:00 service call plus ****** for a portion of the repair needed. I agreed to pay my portion and the repairs were completed. On 8/30/2024 I contacted Liberty Home Guard stating that my unit was still not cooling properly. Liberty refused to honor the claim because a I had put in a request to cancel my policy. I told them this was still part of my existing claim filed on 8/27/2024 and that my policy was still in good standing. As of today my policy is still active and paid in full. I have been a policy holder with Liberty Home Guard since 3/2024
Business response
09/17/2024
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
08/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 1, 2024, I initiated a claim with Liberty Home Guard for my malfunctioning air conditioning unit. I was assured a ********** would be assigned within ***** business hours. However, after numerous appointments and communications, my AC unit is still not repaired, and I have been without AC for 60 days. The first ********** visit was on July 1, 2024, but subsequent appointments, including one on July 11, 2024, did not resolve the issue. Each visit led to more diagnostics without a solution. A leak search using nitrogen cost $400, but despite leak searches being excluded under Section H.1.u of my policy, I was only offered $100. This did not cover the costs. The next ********** found incorrect pressure measurements caused rapid Freon depletion, requiring 8 pounds of Freon R410-A for $710. The policy covered only $10 per pound, totaling $80, later raised to $150, still insufficient. It was later determined the reversing valve needed replacement, costing $933. Since valves are excluded under Section H.1.u, I was offered only $150, which was inadequate. The last contractor could not complete the job due to a lack of **********s. Liberty Home Guard assured me a new ********** would finish the repair based on the prior diagnostic, but the new ********** was only authorized to conduct a new diagnostic. This miscommunication caused further delays, restarting the process. Contractors repeatedly canceled appointments last minute or arrived late, causing inconvenience and financial loss as I took time off work. My total expenses have reached $2,043, and the lack of coordination from Liberty Home Guard and the contractors has caused delays, prevented me from working, and caused financial strain.
Business response
09/11/2024
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
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Aug. 9 I paid $125 for a service call regarding my a/c unit. The first contractor(Mid-South Contractors) *** assigned, the ********** never came to my house. His wife texted me asking to pay them directly for a video diagnosis which I said no to. Then she asked for pictures so her husband could diagnosis my system from pictures and that I would get direct communication from her husband with his diagnosis. The next day Aug. 13, the wife texted saying the system needed to be replaced. I never received direct communication from **********. Aug 14, I requested that *** find a second ********** because the first was unreachable and untrustworthy. Aug 19, *** did find a second **********(Quality Breeze) to actually come to my home and look at the unit. They **********(******) told me, the reversing valve is the only thing I could find and it might be stuck but I can replace it. Thats what Im going to put in my diagnosis. Aug 25, I receive a call from *** saying quality breezes diagnosis says the entire system needs to be replaced. Is there anything that can be done about the false information being relayed?
Business response
09/10/2024
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
09/20/2024
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:

Liberty Home Guard has not shared the results from their internal investigation as well as a refund to myself for the miscommunication on Liberty Home Guards end.

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

Sincerely,

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

Customer response
12/13/2024
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:

I still have not made contact with their senior director of customer success to resolve this matter

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

Sincerely,

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

Business response
12/31/2024
Greetings--thank you for your message, and we hope all is well. We have made numerous attempts to contact you via telephone, to no avail. We kindly ask that you return our calls at your earliest convenience.
Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Wednesday 8/21, a licensed HVAC technician diagnosed the issue as an evap coil leak and instructed us that we would need a ***lacement, but the ***lacement part is no longer manufactured and would need to be sourced, so it would not arrive for 40 days. We mentioned the home warranty and he advised us that the warranty company may be able to find a ***lacement within a more reasonable time frame.Thursday 8/22 morning we filed claim AC-**********. We told the *** *** what the diagnosis was and paid the $125 claim fee. Friday 8/23 3:25 pm CDT, *** contacted us via email advising us that they found a ***lacement part and to confirm with our technician that it was compatible. It is not a compatible part, and our technician informed us this part is prone to failure. We then called *** and informed them of this and asked what the next steps would be (ex: if the part fails, do we file another claim? Do they assist with additional ***airs? Do we have another option for resolution?). We received no response. Monday 8/26 ~8 am CDT we called and asked for a status update. At ~10 am CDT, *** returned our call and said they did not have the model number, etc. that our technician had already provided them. It appears that *** failed to record it on the claim. We provided it via email again. At ~2PM CDT, we called again stating that we need a viable resolution within one hour as it was 82 degrees in our house at that time and we are on day 4 of having no AC and entering one of the hottest & most humid weeks of the summer in the midwest. At ~3PM CDT we had not received a response so we called again. We were advised that they still needed the model number that both our technician and we had provided previously. We told them we could not wait any longer and would have to ***lace the unit tomorrow due to a lack of a timely & legitimate resolution. They advised us they could only pay a $200 reimbursement for the new unit after they had already agreed to $400 for the incompatible part
Business response
09/09/2024
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.
Customer response
09/19/2024
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:

Hi,

My complaint ID ******** against Liberty Home Guard was closed erroneously. The business generated a fluff response indicating they were conducting an "internal investigation". No resolution has been offered by the company. I am still awaiting an actual response from them.

Thank you,

****

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

Sincerely,

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

Business response
10/04/2024
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
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
when i signed up for this home warranty i asked a large number of questions about how the warranty worked and was told that if any one of the covered items needed repaired i would pay the ******************************************************************************* and that if it needed replaced then it would be covered by the warranty for the unit but not any of the supported changes neede I.E. if the wiring to a unit needed repplaced to accomadate a new unit due to new codes i would be out of pocket for that cost. i was fine with all of that but about a year goes by and my ** starts to act up i call pay the 70 dollars for the tech to come out he tells me the unit needs to be recharged and he will submit the quote to liberty.Liberty contacts me and tell me my unit is to old and they want to replace it. I ask them why i would replace it when there Tech tells me its a simple fix they tell me the unit is to old and they will only cover 1500 of the replacement. I ask why is that since i was told by the guy i signed up with the cost would bve covered and then they got me i signed a document that in the fine print states that it supercedes any promises or information told to me by any employee sale person so my ** is not fixed they want to pay the **************************************************** warranty the unit unless i replace my heater that is less then 5 years old and works perfect per there tech.i can not get a straight answer from any one there on anything they have there script and every time i ask to speak with any one that is higher up im told they are busy and will call you back at such and such time but it never gets resolved i just want my money back i only used it once for the ** and feel they did the bate and switch on me had they told me from the start that they go off a depriacted value for items needing repair from the start i feel like i would not be so frustrated but they lied got me to sign up document attached section k part 2
Business response
09/09/2024
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.
Customer response
09/18/2024
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.

Would like to respond to my complaint on liberty home gaurd ref id ******** as of this time the issue has been resolved
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have filed multiple claims and none have paid out any money. They always have a ridiculous reason why it's not covered. When I tried to get a resolution they only offered me a small cash payment in exchange for removing my poor review and signing a non-disclosure. Constantly did not live up to advertised claims.
Business response
09/09/2024
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.
Customer response
09/16/2024
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:

No one from the company reached out to contact me.

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

Sincerely,

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

Business response
10/04/2024
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
10/24/2024
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]
I contacted them as requested and the same person who gave me the runaround for weeks and was ultimately unable to resolve the issue contacted me stating he was the person I was to contact.

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

Sincerely,

***** *********
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
As of ******: I paid for an extended, 5 year policy and cancelled after finding out that they wanted 2 payments in two mo YVs yo oat gor the coverage in full. I have still not received a refund of monies left over after downgrading to a year co stage. I had to call several times to get the first contract and finally went to the site to accept. I got the new contract 5 months later, and saw that they put my first esig in the second contract. Fraud. When I saw that, the price of one year and the appt fee I called to cancel. Because the refund is so small, I kept the contract to get at least some things fixed. It turned out that they are charging me half of what the job costs and covering half. Now, the appt fee is being called and deducts me. Liberty Home Guard is a scam. I have been told differing lies about the same contract and the same job by each person I have spoken to. They have now stolen about 3000 from me. I could have just hired a contractor for less than that. Now, I cant afford to get the work done. Good job ripping off senior citizens Liberty.
Business response
09/09/2024
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
08/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I pay Liberty home warranty for months in the amount of $59.99. I paid $75 for two claims and received messages that I did not respond when I had proof I had responded three different time. When I called customer service to complain they told me I did not reply and that I would have to pay $75 more to reopen the claim, even after they had me forward the emails to them (then stated that they just received them and that I would still have to pay the fee again even though they were time stamped). This is a rip off scheme and they do not actually fix anything and boldly lie to continue to collect money from American consumers.
Business response
09/06/2024
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
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally file a complaint against Liberty Home Guard for their failure to provide the services stipulated in my home warranty contract. Despite receiving payment for both my monthly premiums and a claim fee, LHG has not fulfilled their obligations, resulting in significant inconvenience and financial loss for my family. As a result of their negligence, my family, including two small children and two dogs has been without air conditioning for 15 days, and this period continues to grow due to their inability to resolve the issue.Timeline of Events:August 8, 2024: I filed a claim with LHG and paid a $125 fee. An appointment was scheduled for August 13, 2024.August 13, 2024: I waited at home all day for the scheduled repair, but the technician never arrived, and I received no communication (no-call, no-show). I had to take the initiative to locate the technician. It was informed that it was previously communicated to LHG that the technician no longer wished to work with them, but they were never removed from the system.August 14, 2024: LHG rescheduled the appointment with a new service technician.August 15, 2024: The technician diagnosed the issue with the air conditioning system. LHG informed us that a resolution would be provided within 1-2 days.August 19, 2024: I called LHG to follow up and was told the claim was still under review.August 20, 2024: I called again, receiving the same response that the claim was still under review.August 21, 2024: My wife called LHG and was informed that while they had received the documents from the technician, someone on their internal team had forgotten to send them to their resolutions department. We were assured someone would call us that evening, but no call was received.August 22, 2024: My wife called again, only to be told that the resolutions department was still working on the claim.August 23, 2024: LHG informed us that they still did not have an answer regarding our claim.
Customer response
08/29/2024
Better Business Bureau:

The matter is resolved.

Sincerely,

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

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