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 for the company has significantly increased since 2023. 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 is contradictory to Liberty Home Guard’s advertising and policy agreements. Consumers also claim 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.
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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
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a home warranty from Liberty Home Guard. I thought it would cover my appliances and other things I selected. I just had my first claim and was told my dishwasher lifespan was ten years. It is 7, so they offered me $120.00. I was told the technician said it was not repairable. The technician called me to find out what was going on. He explained to me that Liberty home guard had not contacted him. I called several times in an attempt to get a resolution & have been unsuccessful. I finally talked to a supervisor (*****) in cancellation; and she offered me $200 toward repair or the purchase of a new dishwasher. But, I would have to pay the technicians fee of $150 plus parts. I was offered a new dishwasher from Lowes @ $399., plus tax, plus $200 to install, plus $50 to dispose of my dishwasher. All those pluses add up to close to $600, plus the $80 I had to pay up front. We can subtract their $200. Ive got $480 in a dishwasher that should have been repaired or replaced. Im retired and have had home warranties most of my adult life. Never have I encountered a company with such a poor proration process. I have a washing machine and dryer thats 10 years old! So, under this home warranty, they have no coverage at all. Why even have this warranty? Consumers have the right to know exactly how this warranty works. In my experience, this company is unprofessional & involved in unethical business practices.Btw - the so-called wholesale options from Lowes are in fact not wholesale. I checked the exact item & the price I was given as wholesale was a regular retail price.Thank you!!Customer response
05/01/2024
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
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was sold and accepted the plan based on the sales person telling me that in addition to my appliances being covered, I could have window washing, pest control, and power washing done every year no matter how many times I needed it, I just needed to file a claim. I could do that after 30 days. I waited 30 days then they tell me I have to pay $150 per claim and there is a $250 cap before 90 days and a $500 total cap for the year in addition to my $169/ month charges. This information was never given to me. I specifically asked if there was a limit or any other charges. This is deceptive business practice. I want all my money back that they have charged me.Business response
04/30/2024
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
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 17th, I contacted Liberty Home guard and spoke with an sale agent- who convinced me to sign up for three year and suggested he would lower the claim waiting period from 30 days- 15 days and lower the claim cost to $60 from 70$. After logging into my account, I saw 30 days and 70$ and when I contacted him, he didn't want to speak with me and started asking me questions about claims and said he never promised 60$ and account team is working on 15 days holding period. At this point, i would just like to terminate the policy and get my 260$ back. He didn't even want to speak with me and rushed to transfer me.Business response
04/26/2024
Greetings--thank you for your message, and we hope all is well. Your payment was refunded to the credit/debit card account that we had on file. Is it safe to say that this matter has been resolved to your satisfaction?Customer response
04/30/2024
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.
Sincerely,
*******************
Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a policy on 01/07/2024 for ******. On 02/15/2024, our washer broke. We filed a claim and paid the $***** initial fee. We were told their assigned service would contact us within 2 days. No one called us. We called again, and were given the name of the service. We called them directly. Twice they scheduled a date to service the washer, and twice were no shows. The washer remained broken for more than one month. When we contacted LHG regarding the failure to provide service, they told us that it was their service providers problem and they were not responsible. It was LHG THAT WE PAID THE ***** service fee. When they failed to stand behind their warranty, we cancelled the contract on 03/18/2024. They refunded $4***** of the $****** we paid for the contract because they said we had the benefit of the contract for that month, despite not providing the services promised. They refused to refund the $***** service fee we had paid. This company is unreliable and does not stand behind their warranty.Customer response
04/25/2024
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
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Transaction date: first was on ***************************, Jan 18, 12:42 PM to me 2850 into 4 payments for a 6 yr contract per *********************** ( sales rep) 1/17/24 today = 652.19; 2/18 = ******; 3/18 = ******; 4/18 = ****** ( was not paid) Had a 30 day waiting period to use. The first time we use it and pay the service call fees, would use loopholes and other so called provisions to not give us proper service on refrigerator and electrical issue or repair or replace items. Complained to agent and also, the service departments and would state loopholes would not resolve even after went to management. so we canceled policy and wanted a full refund, yet the prorated price of the amount paid of $2117.39. Everyone treats you like gold when paying but when put in claims treats you like a sack of rocks. Very unprofessional customer service, in my opinion being unethical, and everyone passes the buck on. If you need additional documents will provide that to you. The documents exceed 5mb.
We made our 1st claim about 4/3/24. The service tech (4/4/24) sent did not repair the unit and he told us that they will replace it. Yet when we heard back from them on 4/7/23 they gave us a really low reimbursement of $600 for a Kenmore stainless steel refrigerator of approximately $2000 new. we paid $2117.39 for the plan of the $2850. A few days passed and then on 4/8/24 we got a email and we called them. We did not take the $600 offered $700 only, not including haul off and setup. Our first time using this service, they did not want to negotiate with us. They wanted us to pay them instead of they wanted us pay them. We can not replace that at that cost, and with inflation costs and only. We never received any monies and in limbo for sometime. The retention manager that spoke to us on 4/9/24, was calling the tech that they sent was a jerk, because the retention manager he felt that the tech was not truthful. We received nothing for the service calls of $70 plus $70 (totaling $140) for a one time call in. We had to call an independent vendor and get our refrigerator looked at to get it fixed. The independent tech we call is going to fix the refrigerator costing us more money. The tech from Liberty Home Guard caused us a problem by misdiagnosing the issue of being not fixable. We have not received anything for the services that we supposed to get. We are in our 60's and this was not a good fit for a home warranty plan. Once more we received nothing for our monies except frustration, anguish, unprofessional service, rude, and misdiagnosis by the tech they sent. We decided to cancel our contract because they seemed to be taking advantage of us.
Customer response
04/18/2024
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.
Sincerely,
*********************
Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I took out a home warranty with Liberty Home Guard in January 2024 specifically to cover our grinder pump. The agent assured me the extra rider would cover the pump.3 months later our pump shorted out and needed replacement. Liberty offered $250 toward the repair which was about 4% of the cost. I told them they lied to me and I wanted a complete refund. They told me the refund would be $200 less than I paid and any claim amount subtracted from that.I would strongly advise against doing business with this company and choose American Home Shield instead.Customer response
04/15/2024
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
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to formally lodge a complaint against Liberty Home Guard regarding their failure to fulfill their obligations under Agreement Number **************** The agreement, the holding period is 30 days, the term is from 11/15/2023 to 12/14/2024, with bonus months extending the end date to 02/12/2025. The property in question is a single-family dwelling and the agreement type is annual, priced at $1044.97, inclusive of all applicable fees and surcharges. The purchase date of the agreement was 11/15/2023, with a per claim fee of $125.00.The crux of this complaint stems from Liberty Home Guard's refusal to provide adequate coverage for a claim made under the terms of the agreement. Specifically, on 03/25/2024, a claim was submitted for repair or replacement of Pool and Spa Heating system, e.g., a malfunctioning. The breakdown for the repair is as follows:Claim - ****************** Parts: $3,902.04 Installation: $950.00 Total: $4,858.04 As per the Liberty Home Guard warranty policy, outlined in sectionection G G. ADDITIONAL OPTIONAL ITEMS Coverage for items in Section G. is available at an additional cost.NOTE: See Section H.10 for applicable Covered Item dollar limits.1. Pool and/or Spa Equipment a) COVERED: Both pool and built-in spa equipment are covered if they share components and parts; if not, then only the pool or the built-in spa is covered (unless additionally purchased). Coverage applies to above applied towards the necessary repairs or replacements. However, despite the clear provisions of the policy, Liberty Home Guard has failed to honor this commitment and has offered only $500 towards the total cost of $4,858.04, disregarding their contractual obligations.Furthermore, LHG's actions constitute deceptive practices and improper claim handling. They have attempted to include exclusions that are applicable to other claim types but do not apply to the extended coverage that was purchased for the pool and spa combo at the property.Business response
04/16/2024
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
04/22/2024
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
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid Liberty Home Guard nearly $10,000 for a new **** unit and labor to install the unit. The **** certified technician" not only damaged my ceiling, but also knowingly installed the unit hazardously. When I asked the technician if the install was a safety hazard he said, " if you ask me, yes" and then proceeded to tell me he was just told to "make it work." I got on the phone with Liberty Home Guard to explain the issue and they told me that the technician told them it was done safely, so until I could get an **** technician out to verify that the unit was improperly installed that they would be taking their technician's word. I got an **** technician to come out the following day and he said the unit wasn't installed properly and told me not to turn on the unit because it would cause carbon monoxide poisoning. After telling LHG this information they said they would have a second technician come out to fix it. The second technician came out, fixed the pipe exhaust from the **** and then turned on the unit to test the heater. He told me that the first technician shouldn't have a license and couldn't believe that he left our unit like this. After turning on the heat, the unit started filling my home, and even the outside of my home with carbon monoxide, to the point where I became ill and felt unwell following the exposure. The second technician said he would have to make sure he got approval from Liberty Home Guard in order to add the correct conversion kit into the unit that was causing the leakage. Liberty Home Guard sent me a bunch of empty promises about the technician trying to reach out to me to come install the conversion kit but then pulled out because I had complained to Paypal about the charge and wanting to put a hold on it until the job was actually finished, since Liberty Home Guard had been giving me the runaround. They have since closed my case and cancelled my policy. I am left with a hazardous death trap and am out nearly $10k.Business response
04/16/2024
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
05/02/2024
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
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
***************************** ******************************** Statement of Issue Based on my experience with Liberty Home Guard (***), I believe that this company engages in misleading, deceptive and fraudelent practices. They appear to send incompentent and/or dishonest techs who misdiagnose simple issues so that the customer is faced with a huge bill because the issue cannot be fully resolved within the terms of the contract. Since you pay ***, you have no idea how much of the money goes to the tech and to ***..On 3/14/2024, I entered a claim for a toilet in my home that was not filling properly. I was charged $ 85 as a service fee which I believed to be the cost for resolving the issue. The tech did not show up for the scheduled visit and I had to call to get the appointment rescheduled. The tech showed up 2 days after the scheduled appointment date.On the day of the scheduled visit, the tech spent less than 5 minutes looking at the toilet and close to an hour on the phone with ***. This tech apparently told the company that I needed to have the toilet snaked, various valves put in and the entire toilet replaced. This seemed completely inconsistent with the relatively minor problem I observed which I mentioned to the *** customer service when I called trying to find out what was going on with my claim.After several calls and several emails, *** responded with a resolution that would I cost me approximately $ 300 + (including the so called service charge).I got a friend to repair the toilet with a $ 27 toilet kit.Available video - toilet before/afterBusiness response
04/16/2024
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
04/18/2024
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.Please close my compl
Sincerely,
***************************.
Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This letter serves as a formal demand for immediate corrective action concerning the mismanagement of my service claim, which has not only led to unnecessary property damage but also exposes Liberty Home Guard to potential breaches of contract and consumer protection violations.Factual Background:Upon detecting a ceiling leak, my initial assessment favored a plumbing issue. Contrary to this, a representative from Liberty Home Guard explicitly instructed me to file the claim as a roof leak, citing this as standard procedure. This directive was provided with the explicit assurance that should the issue be subsequently identified as plumbing-related, it would be reclassified accordingly, with no additional financial burden on my part.Following the company's directive led to a destructive inspection process, post which the problem was indeed identified as plumbing-related. In ***** contradiction to earlier assurances, I was then informed that addressing the plumbing issue necessitated filing a new claim and incurring an additional fee of $100.Contentions:This sequence of events not only reflects a disturbing lack of consistency and accountability on the part of Liberty Home Guard but has also inflicted direct harm through property damage and financial loss. The insistence on an additional fee, despite following company instructions, constitutes an unfair and deceptive business practice, directly contravening the terms of our agreement and applicable consumer protection statutes.Demand for Action:- Immediate waiver of the additional claim fee.- Prompt and comprehensive repair of all issues stemming from the leak, at no extra cost.- Compensation for damages incurred as a result of the inspection.- A written acknowledgment of the misguidance provided by your representative and a commitment to prevent such discrepancies in the future.It is my hope that Liberty Home Guard will rectify this situation in accordance with our contract and the law.Business response
04/16/2024
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
972 total complaints in the last 3 years.
514 complaints closed in the last 12 months.