Complaints

This profile includes complaints for Liberty Home Warranty, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Liberty Home Warranty, LLC

  1466 N Highway 89 Ste 240 Farmington, UT 84025-2738

• 

  Liberty Home Warranty, LLC

  PO Box 915 Sandy, UT 84091-0915

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sells their product without full disclosure. Every time I have had a claim they have refused to cover the full cost of the repair and require me to pay most of it. Although in the sales pitch they said they would cover my appliances. They use delay tactics to put pressure on me and other consumers who need their repairs done. Often I would pay less if I went to a repair service myself because they pay the services more as an enticement and I pay for that. This time the issue was a result of a faulty repair they had previously done but they don’t warranty repairs by the people they send. And they told me if I complained to you there is a clause in their contract that will void my coverage.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home warranty with Liberty to cover appliances within our home. We paid an additional premium based on the upgraded appliances we own, ie professional oven. Our oven broke and we paid $100 deductible to have an appliance repair come take a look and they determined they would be able to fix it with a few new parts and installation. After paying our premium every month, along with the $100 service fee, Liberty is now claiming that they will not pay the full cost to have the over repaired. They said it is not in their budget to pay the full amount. They promised a resolution initially for any appliance that breaks to either repair or replace the oven. Now when the time comes to do so, they don't follow through with that promise. We are being told we have to pay our share, which is almost $1700, before they will pay their share. We want them to pay for the full cost to repair the oven.

• Initial Complaint

  Date:01/03/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with them after making me resubmit over and over my receipts and my documents for about 10 months of filing with them for the same claim they finally agreed to give me $150 which was a fraction of what I should have actually been paid out I agreed to it and I still have not received this check after 3 months they have told me since I no longer have a contract with them they are not honoring my money they still owe me the money that I incurred while under contract with them

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have home warranty coverage and my refrigerator stopped working, I paid $125 for them to send a tech out and immediately the tech said that the refrigerator needed to be replaced, if I try to fix it it’s only going to happen again then your going to have to pay more money. This company then calls me and says they don’t cover the issue that’s wrong with the refrigerator (which I don’t see in my policy that they don’t) but they offered me $400 towards a refrigerator but I have to pay for it out of pocket then they they reimburse once I send receipt and pictures of it being installed. This is horrible for customers who pay their hard earned money to the scam company’s and end up being treated like this. The customer service agent and the escalation manager were so rude as if to say this is our policy and it is what it is. Very unprofessional and unapologetic.

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  also account is in my wife name Patricia C. Wright same address and info thank you.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11-2-2023 Liberty home warranty assigned a technician from Ant power llc of Tacoma WA to diagnose my furnace problems and the man they sent is not a licensed contractor, he also has many fines against him for violations. I did not know this and since Liberty sent him here I proceeded with him to install a new ductless heating system and Rhamond J****** and the other workers totally botched the job to the point I could not use them after several months. Everything is not legal as in no permits or inspections, tying the wiring to the lights and other problems as unsafe/ incorrect installation leaving me with a fire hazard heating system. I had to shut it all down and have it removed after having several companies verify it was a big mess. It cost me $26,111 to replace which I had to take out a loan for to be able to do this. All Heating companies I contacted were unable to repair the mess Antpower made of my equipment and electrical wiring. I would not have had Antpower perform these services if I had known they were not licensed contractors. Liberty takes no blame for this and will not compensate for the incompetence and illegal work the contactor that they sent to my home performed. These companies are supposed to be safe, competent and verified prior to allowing Them to work through the warranty program. I am out a ton of money due to this and Liberty refuses to help. The owner of Antpower is refusing any assistance as well despite a 10 year warranty parts and labor. I want warranty company to reimburse me $26111 for reinstall costs

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We submitted a claim to Liberty Home Guard on June 17, 2024, for our AC system. LHG sent out a technician from one of their service providers. He said we had a leak in the 3” Freon line to valve on the compressor unit outside. He show me the location of the leak & he placed his hand under the pipe a&nd pointed out liquid on his fingers which he claimed was indicative of a freon leak. He said he repaired the leak and charged our Freon. We discovered he lied about the leak, the repair & the charging of Freon. Freon cannot drip out of a pipe. When it comes in contact with atmospheric pressure, it instantly vaporizes leaving no liquid drops. Additionally, when I looked at the pipe there was absolutely NO EVIDENCE that any sort of repair was done. LHG charged me $500 for the faked “repair”. The house never cooled, a 2nd visit by the same tech told us we didn't know how to use our thermostat. To keep the thermostat on cool not auto, that was our problem. We reported this to LHG & requested that a different tech. It took 4 days to get approval. The 2nd company told us that the system was completely empty of freon, also confirmed there was no original leak & no repair. This leak check was charged to our credit card at $385. After 36 hours the system failed again. The 2nd company came back on the 4th of July. He verified that the system was still fully charged & discovered that the freon flow was blocked in the evaporator coils because the system had apparently been contaminated (creating freezing that is not reversible) by the first tech. Bottom line is that the entire system requires replacement. We need LHG to make this right. We request money back for the $500 paid to the first company, the $385 to the 2nd company and for LHG to provide more than $900 (requesting $1200) for this claim. We are an elderly couple with 2 dogs. Temps are 94 in our home by the end of the day. Please resolve this issue. Thank you.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our air conditioner recently stopped cooling, despite the fan continuing to operate. We filed a claim with Liberty Home Warranty (referred to as LHG) on June 13, 2024. A technician visited the next day and informed us that the compressor needed replacement. The technician, who started his business in 2023, was unprofessional; he failed to return ladders to the attic, left the AC switch cover open on the exterior wall, and never provided a report or explanation of the diagnosis. It took LHG over a week to respond with a proposed plan. They suggested replacing our Carrier equipment with Goodman brand, and insisted on replacing the air conditioning unit, gas furnace, and coil simultaneously, even though the furnace is only 12 years old and heating works fine. LHG's quote indicated they would contribute only $900 towards the replacement, despite their policy stating a maximum HVAC limit of $6000. Attempts to communicate with LHG by phone were rebuffed; they insisted on email correspondence without committing to response timelines. This situation has left us feeling deceived. The HVAC limit and user experience promised by their salesperson were grossly misrepresented. We have received no diagnosis report nor explanation for why LHG mandates replacing all three units. We question whether this recommendation is in good faith or merely an attempt to evade future warranty claims by providing new equipment. As of today, LHG has not addressed our inquiries about their $900 contribution and its coverage. We are located in North Texas, where summers are severe, and we are weary of being at the mercy of large corporations. In summary, we seek assistance from relevant authorities to resolve this claim swiftly. We request LHG cover the entire replacement cost for all three units and allow us to choose our contractor.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is cheating American citizens out of their hard-earned money. My wife, a 100% disabled veteran, has suffered greatly because of this company. If I can sue them, I fully intend to do so. We purchased a home and chose them for our warranty company. Our AC broke down a month ago, and this company has given us nothing but the runaround. They have sent two different technicians to our home. I have spoken to two high-level managers, Sarah and Manning, who gave me their direct phone lines to contact them throughout the process. On 06/12, the second technician provided them with diagnoses. 06/13/24 The technician followed up that morning to see if Liberty Home warranty had contacted us. I advised him they have not. Now, I supposedly have Sarah and Mannings's direct numbers; however, customer service said neither of them was available on this day 06/13/24. After calling them several times and being on extended holds. My wife is at home in 90-degree weather with hypertension, and the customer service agent, Jalen, advised that there is a 2 to 3-day waiting period. I informed them that if she had a stroke in this weather, we would be in court and made it clear to him that both managers assured me they would take care of my case. Unfortunately, I couldn't reach either of them by phone or email. It's important for the owners and CEOs of this company to take full responsibility and be held accountable for this kind of negligence. All we asked was that they honor their contract with their customers replace the unit if it cannot be repaired. This is not the only claim that we have had problems with. They also did the same thing with our dryer; they should not be allowed to get away with such bad business practices.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Home Warranty. When I went to have my microware repaired it was decided that they would replace the product. My current microware was prices at $499 and was a over the stove type. I was then informed that LHG is not responsible for matching dimensions, color, or brand as stated in section B.3.e of your policy and the replacement did not match or would not fit correctly in the opening. I then asked what amount would they give me and was informed that they would only pay $200. I accepted. The email stated that I needed to provide them with a paid invoice. (See Attachment) When I didn't hear from the in over two weeks, I called to find out the status. I was told the invoice I sent was not marked paid and received another email that I could provide a bank statement showing how I paid. (See attachment) Now they are adding another requirement that I give them a picture of the microware. I feel that they are just moving the goal post so they do not have to pay. Attached is the pain invoice for the product.