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
11/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought several years oh home warranty from liberty Guard home warranty and I filed a claim in my washing machine. They denied it for lack of maintenance. This is untrue. There is no "maintenance " a layoerd6csn do to the transmission and prevent it from going out. I have been dealing g with this for 2 weeks and still have no resolution. I am a disabled senior citizen on a very fixed income. I put the home warranty on credit 3so I would have a guaranteed solution my appliances went out. They have not held up to their agreement. I still have no washing machine and am out over $1000 in business washer and payments to liberty home Guard. The tech even sent a repair request saying the washer needed to be replaced. I'm st a loss and have no money to get new washing machine. Please helpBusiness response
11/22/2021
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
11/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There are issues with the fridge and washer covered under warranty. The technician went for inspection after we paid $130 for service fee (65 per system) which is unusual comparing to my experience with other company, where it's only one service fee charged filing more than one claim together especially with same technician. The fridge control board failed as a diagnostic and the warranty is not covering the cost to replace the board saying it's an installation. So what kind of repair is it when you are only paying to buy the component? The warranty clause is completely misleading and the company charges up a leg and trying not to cover all the costs. What kind of repair process is this when the cost of the component and labor are separated? Even without a warranty coverage, when someone is hired, customer is not left with "I only get you the part and if you want the broken part replaced, you pay separately." Have not come across another warranty company like this.Business response
11/22/2021
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
10/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
LHG has failed to replace a covered item (oven) under their warranty, after it was deemed that the event was a covered repair. The part is no longer available and the oven (covered item) is not usable without the part. Replacement was approved but only for $200, which ********************* states is the value of the part, not the oven. Replacements options were provided showing that the cost of the covered item is closer to $1700, and available through their wholesaler.Full details of the complaint are attached (LHG Warranty Complaint) along with email history regarding the covered repair, original warranty agreement, and full cash deduction agreement they tried to force me to sign.Business response
11/15/2021
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
11/18/2021
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:LHG has not reached out to me to resolve this matter. The issue is not one concerning customer service, rather the issue is the replacement of the covered item (oven) under our warranty agreement. The covered item is not able to be repaired and will need to be replaced per the agreement. LHG has failed to honor this agreement and replace the covered item.
I request BBB's assistance in having LHG honor the warranty agreement between LHG and myself (copy previously provided) for the replacement of the covered item.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
04/22/2022
Our understanding is that the part should be arriving by Monday, and that the technician should be able to install said part by Wednesday. Please do let us know if the technician does not complete the repair within a week from today's date. Thank you for your continued patience and understanding.
Customer response
04/29/2022
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 have not received a part, or phone call to schedule the installation of the part. Please refer this matter to arbitration. The business has failed to resolve this issue at every opportunity.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
10/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Liberty home guard is a scam! They took my premium and never provided any service. Their website says ***** hours turn around time to have a technician assigned to me. Never happened.I filed my first claim for issue on my whole house dehumidifier on September 7th. They promptly charged my credit card for the claim fee and never assigned a technician to me. When I called them a week later on September 14th, I was told that I should find a technician myself and seek reimburse after the fix, only that the next day I received an email from them saying my whole house dehumidifier is not covered.Meanwhile, my refrigerator broken down, and I filed a claim on September 9th, and still not getting a technician assigned within 48 hours and we had to try to fix it ourselves to save the food. When I call them, I was told that I would get faster service if I call in instead of filing the claim online.Fast forward one and half month later, the fridge broken again. Tried to file a claim over the phone, the *** said my refrigerator is not covered by the policy and she needed to talk to her supervisor and would get back to me in an hour. Received a call eight hours later, again was told that my refrigerator is not covered. However, my policy did not have any clause that explicitly excludes GE profile which is the one that I have, it only has a clause to exclude GE cafe, which is not my brand. The *** said that my policy excludes high-end appliances and it seems that it is totally at their discrepancy as which brand is high-end and which is not.I purchased home warranty for less hassle when dealing with repairs, but in the end, I've wasted time, energy, money for getting nothing out of their services.Business response
11/08/2021
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
11/14/2021
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
10/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed a claim and the company sent out a tech. The tech was a no call no show for 3 days. I contacted LHG each day from my hospital recovering from COVID. All the agents tried to help. It the tech was a jerk. Evidently he didnt notice the cameras on my home that documented when he arrived a d when he left (5mins) but also his phone conversation. I have been trying to rectify the situation in email w LHG BUT today I got an email calling me a school yard bully, irrational, fraud and more. If I were not limited to letter count I would include them. I want my service free back, I want my monthly fee back, and my set up fee and the cost of the ne appliance after how I have been spoken to. DO NOT DO BUSINESS WITH THEM THEY DEFRAUD AND THEN THREATEN AND TIRN EXTREEMLY THREATENING!Business response
11/08/2021
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
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I filed a claim with Liberty Home Guard about a plumbing issue. At first they assigned a plumber that was not under contract with them and said that I would have to pay the full amount and IF LHG thought it fell under their coverage, they would reimburse me. This was after I sent them $75 for a service fee. After I complained, they assigned another plumber. I called this plumber and was told I would receive a call back in a few hours. No call. I called 3 more times. No call back. Three days later I told LHG I wanted a full refund of my $75 service charge since no service was performed and the $52 they took out of my account for November payment and a cancellation of my account. They said they would charge me a $50 cancellation fee as well as an administration charge. I want a full refund with no cancellation or admin fee. I am sending you transcripts of the chats.Business response
11/05/2021
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
11/08/2021
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
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Canceled my service with Liberty Home guard due to Breach of Contract and Bad Faith on 8/13/2021 Received cancellation confirmation the next day from Liberty Home Guard via email yet they constantly are charging my credit card for service. need complete refund of all fees since startingBusiness response
11/01/2021
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 ********* 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
11/02/2021
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 havent been contacted by anyone from Liberty Home Guard regarding overcharges on my account ]
I would love to talk to someone at Liberty Home Guard as to why they are still charging my Credit Card even though I have had to cancel due to breach of contract *****SOMEONE PLEASE STOP THEM FROM TAKING FUNDS FROM MY CREDIT CARD*******
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer response
06/14/2022
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:[Constant harassment ] I am still receiving many texts and emails even though they claim they are not- this is all because I refused to sign a do not publish form from the BBB. I have attached that to this complaint. And have added more proof with my latest attachment.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
07/01/2022
********************--can you provide us with proof that you were contacted by us after June 1, 2022?
Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the warranty plan and paid 597.84 for the coverage of my appliances and other home units. Well My microwave stopped heating completed the claim and paid the deductible of 125.00. Only to be told that they were going to replace the item. They sent the replacements and none were comparable to what I currently have. I spoke to someone and they said they would look into it. Only to be told that they would provide me 250.00 towards a new microwave. This is highly unacceptable when the microwave according to the limited liability section is 500.00. So why would they offer me 250.00 of which I paid 125.00 so in all they are giving me 125.00 for a microwave that cost me over 700.00 new. I either want a full refund of the contract and deductible amount or the 500.00 to purchase a new microwave.Business response
10/28/2021
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
11/10/2021
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
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 16, 2021 my pool filter stopped working. I filed a claim with Liberty Home Guard on that day. It took five days to get a technician assigned. They provided the name of the technician and the company. On 9/24, I reached out to the company they assigned and asked when it would be possible for them to come service the pump. The office manager explained that Liberty had never sent a work order and she would send someone out when Liberty contacted her. I contacted Liberty again asking for the work order to be sent. They finally sent it on 9/28 and the tech was here the next day. He said we needed a new motor but Liberty was only willing to replace the capacitor. That did not fix the problem so a work order was sent in for a new motor. It is 10/8 and the pool company has reached out to me several times trying to find out where the work order from liberty is. As a result of this I have a green mosquito pit that now has to be drained and scrubbed at the cost of 1000$Business response
11/08/2021
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
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home warranty from this company with the assurance that no matter what happened to an appliance it would be fixed or replaced with only paying the claim fee of $65. My refrigerator has been broken for over a month. It took a week to get a technician out. He spent about 5 minutes looking at it and then said it needed to be replaced. Now Liberty Home Guard his telling me the issue is not covered. Again, when I purchased the policy I asked these questions and was assured every issue was covered. I was lied to in order to get a sale. I believe Liberty Home Guard practices misleading sales activities.Business response
10/27/2021
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.
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Customer Complaints Summary
1,072 total complaints in the last 3 years.
562 complaints closed in the last 12 months.