Business Profile
Home Warranty Plans
Liberty Home GuardThis business is NOT BBB Accredited.
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Complaints
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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,
*************************
Initial Complaint
08/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I canceled my account 7 months ago and filed claim with the better business bureau back then, wrote a review on site jabber, and canceled my account. I filled out their cancelation form and also spoke to *********************** a Senior Manager about why I was displeased and wanted to cancel. For 5 months after taking all of these steps above my account was not charged... hence in my mind canceled. Then on July 1 (5 months later) I was randomly charged by this company several hundred dollars. 5 months after I filed a claim with the Better Business Bureau. When I called they claimed "they were not sure if I really wanted to cancel". I am pretty sure someone that files complaints, fills out their cancelation form, talks to ***************** about why I want to cancel, and writes dissatisfaction reviews "really want to cancel". This is a very dishonest company. I disputed the charges with my bank and this company is refusing to refund my money. A total of $260.84. When I was sold the policy they claimed that if my appliance could not be repaired then it would be replaced with either the exact model I have or a comparable model regardless of my current appliance's age. THIS WAS A LIE. DO NOT fall for these sales tactics. Buried deep into their Terms and Conditions they have ways to get out of covering your items. READ section H 10 Limits of Liability where it states your item will only be covered on the "book value" aka if it is old you will get next to nothing. NOT what they claimed when they sold me the plan. I should be refunded every dime this company has taken from my account. Request the recorded calls from when they sold me the plan and listen to their lies.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
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
WORST WARRANTY COMPANY EVER!!!WORST WARRANTY COMPANY EVER!!!WORST WARRANTY COMPANY EVER!!!Refrigerator Claim filed on 4/29/24 Claim status on 8/23/24 - OUTSTANDING no of calls made by me to warranty company - 35 (20 in the last 3 weeks)no of calls made by warranty company to me - 0 no of emails sent by me to orders & service department - 10 no of emails sent by warranty company to me - 3 (excluding automated updates when they order a part which come without a tracking number)Wish there was an option to highlight such experiences with something other star(s). 1 start reviews are usually reserved for much better experiences than this.WORST WARRANTY COMPANY EVER!!!WORST WARRANTY COMPANY EVER!!!WORST WARRANTY COMPANY EVER!!!Business response
09/06/2024
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?Initial Complaint
08/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I obtained my home warranty insurance through Liberty Home Guard a few months ago. My contract was I would pay a monthly premium and a $70 dollar service fee to get a technician out to my home to fix the problem. The total amount of the premium was $1850 for each account opened for a home to be paid over 37 payments. I ended up getting 3 policies for 3 homes. Over the course of my contract I used the policy on only one of my houses. Twice to fix a broken AC unit and once for a water heater. For each of these repairs I paid my $70 dispatch fee and a portion of the parts and labor for each repair. Liberty home guard paid the other portion towards the repair.After a few months I canceled the policies due to poor quality of service. Upon my request to cancel I was told I could cancel all 3 of my accounts but would be charged a 50 dollar cancelation fee and be refunded the prorated amount of my premiums remaining. For each policy they calculated $1600 worth of refunds ($4800 total). For two policies that were not used they said they would refund $1600 each. For the third account they are refusing to refund anything because they are saying since I used the policy Liberty Home Guard would deduct all their costs associated with any repairs done during when we were under contract. They are essentially saying they want to take the premiums I paid but also force me to bear the full cost of the repairs done while under contract. This doesnt make sense because having them cover their portion of the repairs is precisely why I paid the premiums (the insurance). They were obligated to cover a portion of my costs for repairs done while under contract. But now they are trying to take the cost of the monthly premiums and also not be accountable for their portion of the cost of repairs This seems to be outright fraud. They are trying to steal my premiums while retroactively voiding the contract. Thus I paid for no service. I believe I am owed my full $1600 for the third account.Business response
09/05/2024
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
09/13/2024
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.***** *************************** ******************* ***** ********* ********* *** **** **** ** *** ***** ******* ******************************************** ******** ** * ********
The issue has been resolved.
Regards,
***************************
Sent from my iPhone
Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When we bought a home a few months ago we signed up with Liberty Home Guard for a warranty to cover anything that may pop up. With in a few months of owning our home the water heater decided to quit on us. No problem, we have a home warranty. WRONG! After multiple days of trying to get Liberty to make an appointment for a plumber to come out someone finally showed up. He checked out the water heater and yes its toast. Liberty then said due to the age of the water heater it wasnt covered and they would be generous and give us 200 toward a new one. What am I paying for? This was not a warranty for a brand new home with all new appliances. This was for an existing home. Do not purchase a warranty from this company. They will charge you for a service call and then deny your claim. Such a jokeBusiness response
09/05/2024
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
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 5 year home warranty from ***. On July 3, my AC quit working. As of 8/20, they have tried to not pay the correct amount under my contract, have charged me for equipment they haven't provided and continue to not perform under the contract.Business response
09/03/2024
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
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened a new claim on May 6, 2024 for an AC repair (****************). I was designated a technician within the ***** hour window which was aligned with the agreement. Then, I waited between May 9th - May 29th and never received any update from *** regarding the status of the approval for the diagnosis. At that moment, the tenants were unwilling to wait so I changed the active claim to a reimbursement claim and sought my own technician on May 31st. At this moment, I had already spoken with two *** representatives who informed me about that protocol which I followed. I had already received approval for this technician to perform repairs and had received approval for their diagnosis since one was already submitted. This is exactly what **** told me on July 24th and on June 11th. The representative told me today that it was me who didn't follow protocol however, I have been diligent about following protocol and believe I absolutely did everything correctly. I believe it was negligent on their end and they misinformed me as well as mis documented and mishandled my claim. I am seeking full reimbursement for this AC repair and also believe I have not been valued as a fully paid insurance customer.Business response
09/03/2024
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
09/08/2024
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]
Thank you for your response LHG. Since the previous message does not explicitly state what next steps will be taken I am rejecting this response until I receive concrete action steps in regards to my reimbursement request.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Customer response
11/26/2024
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]
We are still working on finalizing this settlement. Once I receive in writing the letter from LHG and my check, then, I will mark this as resolved
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Business response
12/18/2024
Hi *** *******--thank you for your message, and we hope all is well. You were offered a settlement via email. Please follow the instructions in that email to confirm your acceptance.Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
my home ac unit stop cooling and I file a claim with LHG since july 18th,they sent out a person that claimed he is a hvac tech in a private car with no signs on it indicating a company,after countless phone calls with the same excuse that they are waiting for a diagnostic from the technician,they finally sent an email saying they are only covering $750 towards a $12510.00 replacement cost.what a ripoff. filed a few claims with them over the years,they have a competent company come out to do service..Business response
09/02/2024
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
08/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My ** went out and I advised LHG on august 9, 2024 of this and they immediately said they did not cover this (just like they did my refrigerator not even a year ago). They said they can give me something on the replacement (a fraction of the cost) and that they was going to find the supplier to get the materials. I had my own technician that had the materials available, which all I needed was a coil and the ** unit. My technician advised that the cost for them to supply the unit was not a lot, and I could have had my ** fixed by now. LHG insisted they source the materials and advised that I needed a furnace, coil, and **. My technician advised I needed a coil and ** that should have been $3,160 but after LHG had the information, they said I also needed the furnace, which brought cost up higher. After they put their $1,300 toward it, I still had to come out $2,562.64, which I paid promptly. After I paid (not even 2 hours after they generated this information and bill for me to pay for the parts), all of the sudden they dont have the materials. I paid on August 13, 2024 and they said they would locate a vendor. They located a vendor for the furnace and coil and say that is ready for pick up (even though I did not need a furnace, I needed and **!). Now I have reached out several times, sometimes they call me back and sometimes not. I am supposed to be in touch with a supervisor, who to my knowledge is not resolving the issue. I am still in limbo of not having a delivery date for my ** after I have been in the heat for greater than 3 weeks. The lack of communication, the unnecessary delay in the sweltering heat shows lack of concern for my situation. I just want the materials they inflated my cost for provided to me so my technician can fix my issue. I am disgusted in how I have been treated and their lying to me about having the supplies when they did not and making me pay for their causing unnecessary delay.Business response
09/02/2024
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
09/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DO NOT BUY A HOME WARRANTY FROM THIS COMPANY!!! I am a Realtor who buys home warranties all the time for clients. I decided to try this company out recently. 1 week after signing up a *** called trying to upsell me extra years and extra add ons for appliances. I told him I would need to think about it (knowing I was not going to do it,, but to just get off the phone). I found out that the guy added 3 years to my plan and an appliance package that I did not order! I have canceled my plan and am awaiting a refund. This company is stealing from people and hoping it goes unnoticed.Business response
09/02/2024
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.
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Customer Complaints Summary
1,201 total complaints in the last 3 years.
570 complaints closed in the last 12 months.
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