Liberty Home Guard
3.9
5.4
Overall Score
Ronda Backer Atlanta, GA
I’ve been working with these guys for 3 years and it's been nothing but good experiences. I am very satisfied with the work that they do, and the premium prices that they charge are fair.
6 years ago
Нarmon Еthan Ellenville, NY
I've had only positive experiences with this company. I've filed claims with them and I've always been satisfied with the outcome. I would definitely recommend them to my friends and family.
6 years ago
Tina Sakkal ,
In all honest i am extremely satisfied with Liberty's Team. I’ve been with them for a couple months now, and they are so helpful and customer friendly. i recommend Liberty to all. Good WorkGuys !!
6 years ago
AMY Nimensky Montville, NJ
As soon as I called Liberty Home Guard to report a broken oven, they responded immediately. The next day my oven was repaired by an extremely professional repairman. Would definitely recommend Liberty Home Guard to everyone!
6 years ago
Robert Damsey Spartanburg, SC
Spoke with Max very Knowledgeble about the problem I was having with the thermostat and explained in great detail why some days in extreme heat and humidity would continue to run until you shut it off manually. This is correct. Thermostat works well Thank him for his courteous reply
7 years ago
Sharone Chusid New York, NY
They’ve been our provider for the past few months. So pleased with their service I referred my parents and they took out a policy as well. Very pleased with the level of service they provide. Thank you!
7 years ago
Tanya Mcdonald Clinton, MD
Alex was very knowledgeable about the home warranty. He wasn’t pushy like some of the other companies. He allowed me to do my own research. I did notice that BBB had grate reviews
7 years ago
Bhupendra Rajpura Franklin, TN
Absolutely worst product. Have a pending claim since January 2022. Never sent a repairman person and after 3-4 weeks claim job was assigned to a technician through Amazon repair who did not even know of referral. Liberty asked me to get a repairman and promised to reimburse for opinion. That was after had already paid them $ 70.00 per claim fee. I was charged $ 250.00 and unit needs to be replaced. Liberty not only refused to pay me what they promised for technician fee, they do not even want to pay reasonable replacement cost. This is SCAM. DO NOT BUY THEIR PRODUCT. I have filed a claim with state of NY consumer protection and will be reporting to BBB as well. Will pursue all the options so others do not get scammed. I am not sure how in the world they claim to be rated # 1.
Update: 3.7.2022:
Got a call from Company. Guess some is looking at terrible reviews they are getting. In stead of doing right thing to reimburse for technician they asked me to get, and fix AC, they offered to buy my warranty out!! Can you believe this. DO NOT BUY!!!!
4 years ago Edited March 8, 2022
Mahmoud M Louisville, KY
Extremely bad company for your home warranty. I signed up a year ago, I filed only one claim for my refrigerator, they didn’t response and assign a technician until l called them, they turned around and assigned a technician who didn’t show up, my food went bad, I was forced to find my own technician to fix my refrigerator, the technician reported to replace the refrigerator because of a leak, they refused to pay for replacement or fixing the refrigerator, except offer to sell me one claiming to offer discount, it turn around the local store is way cheaper, I tried to complain but they refuse to collaborate with any agency and offer a replacement or a compromise, the caveat is a clause in the policy which force a mandatory arbitration so they can refuse your claim and force arbitration and force you not to repot any bad experience about them.
The customer service is so bad, they will hang up on me several time, they gave me a run around, the worst is the tricks they use to answer your b*b*b* claim, such as call our executive, our VP called you you didn’t answer, call us as a way to close the claim.
Finally, they canceled my account and refuse to refund my money back. We need some lawyers to pay attention to this fraud and file class action.
4 years ago Edited February 8, 2022
Lurlie Mahaffey New Smyrna Beach, FL
My heat went out on Wed. just before Christmas. They said they'd be here 24-49 hours. I live in Volusia County, FL. They went all the way over to another county, Orange, and booked a company who said they wouldn't be here until Monday. When Monday came, I received an early morning notice that they would be here. At 11:04 I received a text from them saying they were trying to reach me and if I didn't call back in next few minutes, they were going to reschedule me.l I called back at 11:12, less then 10 minutes. They have already gone on to another job. I have sat here and waited for 4 hours for nothing. What a scam. Can I give them an F?
4 years ago
todd samalin Atlanta, GA
Their focus is on collecting monthly payments, not paying out claims.
Here are the inventive reasons they came up with for only paying $250 on my $1000 repair bill:
1. Your $12,000 Viking range is 12 years old, so it's actually worth very little.
2. It's on a list of appliances they don't cover. Note that this incredibly long list wasn't shared with me prior to signing up.
3. They don't actually offer full coverage during the first three months. Also new information that wasn't shared with me until after I rejected their other excuses.
When dealing with this company all I can recommend is "buyer beware" and don't blindly believe that all reviews are real.
Even getting the meager payout took 4 months and numerous phone calls and emails.
4 years ago
Polly Porter Oklahoma City, OK
My customer service rep was Lorraine and let me say, she was exceptional. Had a bit of an accent, but spoke english fluently and helped me address all of my concerns.
4 years ago
Reply from Liberty Home Guard
Polly, thank you for the kind words and the high rating! Lorraine will be pleased to hear that she was able to properly assist you
Apr. 14th, 2022
HC Brana Sanford, FL
My dishwasher broke in mid august 2021. After paying $70.00 deductible the tech was sent and diagnosed a broken motor.LHG gave us a choice of a new one and we chose one. We paid for the installation, as this company does not pay for installation and kits, and the difference to a total of $268.67+. They told us that it would take 3 days. After calling for weeks and told that the machine was ordered, they said the place where they buy it was not responding and the would order from Lowes near us. Several days later they wanted us to pick it up and my husband id 80 yrs old with dissabilities. Finnaly I contacted Lowes and they said they would deliver for free. It is now October 5th and still waiting. Every single day with a different story. We feel that this company is the worst we have had and should be investigated by the State. Also make sure you read the contract BEFORE you purchase. They told us they cover this and this but they don't tell you that they don't cover installations, kits needed for installs of parts and they never tell you each has a limit. We are so so sorry to have purchased because it had A rating for BBB, which by the way is in Brooklyn NY not here in FL. and you CAN NOT contact the home office either or talk to a manager.
5 years ago
James Baylor Phoenix, AZ
Liberty Home Guard is one of the worst companies I have ever dealt with. Their customer service sucks and all you get from them is a run around. Just had our washing machine repaired and they made me pay $122 of the cost for the part. Have not given me any explanation why. It took almost three weeks and many calls to get it repaired. Now I have contacted them four times attempting to cancel my contract and again I am getting nowhere. Monday of last week I was told I would be contacted in 48 to 72 hours, nothing. Friday I was told that afternoon, nothing. Today they said they were sending an email to set up a time for a call, nothing. Just give me my money back and stop playing these stupid games. Horrible, horrible customer service!!
5 years ago
Mz.Wan C Indianapolis, IN
Horrible!! Worst home warranty company I have ever had. I would give no stars if I could. I do not recommend this company to anyone. I have had to use this service once. My electric dryer start a low humming noise. I made a service claim, they immediately to service fee from my account, before a technician were assigned to my claim. My issue started August 1st 2021 it is now September 12th 2021. I am still experiencing issues. The technicians have been to my home 5 times charging parts.. And now the dryer makes very loud noise also the dryer housing gets extremely hot.. I can not use in fear it will catch fire.. Liberty Home Guard does not verify the technicians they send to your home. They do not care I have been without my dryer for over a month or that I now have to take my clothes to the laundromat. I pay them monthly payment also service fee and now pay to use dryers at laundromat. Please beware horrible company!!
5 years ago
Chad Gilbert Dedham, MA
The customer service here is always caring, and responsive, and the technicians sent seem to know what they are doing. Nice service, a worthy investment.
5 years ago
Dinaearl Las Vegas, NV
This company is refusing to honor their home warranty contract to repair or replace an aged air conditioner that is over 20 years old. I have been with this warranty company since 2019, paid up front for the 6 yr contract. I have had to fight for every service provided, this one takes the prize! Denied for not having proof of regular maintenance they say.. The until is clean as could be after coming out of a windy season in the desert. I have been without air conditioning for 4 days now, with temperatures being over 100 degrees each day. This was explained to their staff as well as people with illnesses being in my home. There is no urgency to escalate this issue.
5 years ago
Diane Barrows Battle Creek, MI
I placed a claim on my dryer which wasn’t working and the very next morning, Liberty sent me a repairman, who fixed it right away. Definitely 5 stars! Fabulous work, LHG!
5 years ago
Review Source
Alex Smith
Reached out twice. Once to fix the oven and once to replace the garbage disposer. Both times ended with me being happy with the service. Thanks, Liberty.
5 years ago
Sophie Newell Chicago, IL
Amazing! One phone call with Liberty’s customer service and a technician came and replaced the garage door opener the same day! Easy and quick! Impressive.
5 years ago
Petrona Zickgraf Scottsdale, AZ
I have had three claims with LHG. The 1st wasn't too bad but that was because the tech wanted to be helpful. The second, a clogged drain. Their tech quoted $6000 to dig a hole in my bathroom to fix it. LHG offered to pay me $200. I found a different plumber on my own who fixed it the same day, installed a cleanout and gave us valuable tips. He only charged $1000. LHG refused to even pay the $200 they had offered before. Then the refrigerator went out. It took two days to get a tech. He said he fixed it. It wasn't. They sent him back again. He said it was fixed this time. It wasn't. Then they refused to send anyone else or cover a replacement, claiming it they don't cover "sealed system" on refrigerators. "All refrigerators, from the high tech ones to a small mini-fridge to a wine cooler basically use the same type of setup to keep cold things cold. They all have a refrigerator sealed system made up of a compressor, condenser, evaporator, capillary tube, and a suction line." So basically they are saying they don't cover how refrigerators operate? What nonsense. I immediately canceled my plan. Absolutely useless!
5 years ago
James Taft Henderson, NV
I purchased my Liberty Home Guard Policy back in August 2020 and did not have to use it till this July 7th 2021 when my Air-condition was acting up, so I contacted Liberty Home Warranty and put a claim in and the next day they sent out a technician to take a look at the unit, which is on the top of the roof and he inspected the unit and told me that the fan on the compressor needed to be replaced and possible add some Freon to the unit but he needs to get authorization first from Liberty, mean while it is 96 degrees in my home living in Henderson Nevada and it is 113 degrees outside , it takes them 1 week to get the O.K. From this one guy Diego that is a manager for Orders. So mean while waiting for Diego to give me the OK, I have moved my Family and dogs to a hotel where there is Air condition for 4 nights and return back home for them to fix the unit, so now I have paid $65.00 for the claim for them to come out to inspect it and $150.00 for the first hour of labor. After they installed the Fan for the compressor things where worst, telling me that there is a leak and the Freon there is not or soon to be gone and he reminds me that the unit is 23 yrs of age and suggested to replace the A/C Unit and he will call it in to Liberty Home Guard and see what the cost would be installed. Diego got back to me in 2 days and the price he gave me was fair, for a Goodman's 4 Ton, 14 Seer, 80,000 BTU Unit for $4,500 including install, but he left out what I found out $1,700 metal info structure , and metal infusion , both are for the stand that the A/C sits on, but at this time of how long it takes to get things going I will worry about that next. So after 3 days I give Diego the OK to order the A/C Unit and get it installed, and he tells me that he can do that in 10 days, but before he can reserve the A/C Unit, I have to sign and date the Replacement Agreement before he does anything, that took 4 days to do. After them receiving the Replacement Agreement Form they purchased the A/C and tried to run the two credit cards that I have used during the claim and did not ask which card to use they just went ahead and ran the cards that showed on hold, because they are the wrong card to run, after talking to there billing department and giving them the right card, I told her that she needs permission to run a card to make sure it is the right card to use. Now it is going on 2 weeks, I don't know when I will be expecting the shipment , they don't answer my phone calls and they always tell you what you want to hear and never happens, I have asked who is the contractor that will be doing the install, they have not answered me and it has been a week and to this day I have asked over and over and nothing, and they have $4,500 of my money and play this game. Today is the 9th of August and still have not heard anything other that the unit has been shipped to my home address, where I have no capability of unloading a 4 Ton A/C Unit at my house. If you want a scam co. to invest in, than you have come to the right place for someone to take your money leaving you high and dry, and the problem of this company is that I cant reach anyone higher in position than this Diego Guy, because the people that answer the phone is covering for him for some reason I don't know.
5 years ago
Meloney Holland FL
If I could rate it a zero I would. This is the second time that I have tried to use the service and I am getting the same run around. It takes 24/48 hours for a service person to call (if they call at all) then another 24/72 hours for them to come out and then another 24/72 hours for them to decide if they will honor the claim and then IF they approve 24/72 hours to make the repair.
My AC went out a week ago to day. I made my claim in the morning it is now one full week later and I am still waiting to see if they will pay the claim. It is 100 degrees outside and 81 degrees inside. My company had to stay elsewhere and my 86 years old father lives with me.I have shared all of this and all I get is we are looking at it.
Oh and by the way for your new comers beware of the a small rule buried deep in the policy that says not only do you need to wait the 30 day period to file a claim, but if you should file a claim before 90 days they will only pay $150.00 toward the repair. I read through the policy and did not catch that one. Just be very careful with this company as they will try to get out of any and all claims that are made. That has been my experience thus far. I am glad I didn't get the long term contract.
5 years ago
Briana Dorsey Kingsport, TN
The service was very professional, and I did not have to wait at all - the electrician came the very next morning. He was very friendly and courteous. Thanks
5 years ago
Carlos Frierson
I have own many properties in the past all had home warranties, of all Liberty Home Guard is the absolute worst. Not only is the customer service sub-standard but you constantly get the run around when calling for service. On 7/15/2021 we start having a issue with our hot water tank so on the next day I called the company to establish a claim ( we where totally out of hot water) I was informed that a technician will contact me to come out and diagnose the problem. I informed the rep that I am a disable veteran and it is essential that I have hot water. On 7/17/2021 I contacted LHG to informed that I still have not been contacted and they supplied me with a number of a company who then informed me that he cannot come out until 7/20/21
( 4 days now without hot water) He finally showed and informed me that tank need to be replaced due to electrical issues inside that tank that causes it to short out and not produce hot water. He stated that LHG will be informed of his findings. He also stated he will be submitting his report once he got back to his truck (electronically). two days past with no response so I called LHG to find out the status only to be told that it is under review and will take another 24 hours (now 8 days without hot water) On 7/23/21 I called only to be told that they have not received the report from the tech. On 7/26/2021 I called and ask to speak with a supervisor or manager and was told that none was available , but they had received the report and it was denied stating that the tech said that there was rust in my tank, which is not what the tech stated to me. So I called the tech and he stated that is not what he reported and ask me to have them send me a copy of the report. I then reached out to LHG who stated that they did not have a written report that it was verbal. The bottom line is that only after filing a compliant with the BBB and contacting my lawyer are LHG willing to ask they put it re-evaluate my claim. Save yourself the aggravation do not fall for the hype this is a very poorly ran company with no morals of messing you over its customers it's all about YOUR money. As of this review its been 12 days without hot water.
5 years ago
Sheila Henderson Hamden, CT
We have purchased a plan from Liberty Home Guard for 2 homes in a row now, and we feel confident in recommending Liberty’s services to all our friends and family.
5 years ago
Rachel Payne Las Vegas, NV
If I could leave a minus or zero star I would. They advertthey will do cash buy out etc the first claim I've ever had with these people for my air conditioning unit they said was not covered. Let me offer me a $5,000 repair fee with no options for financing. Then I went on my own had to finance a $9,000 unit and asked for a cash buy out of any sort of what they would have applied toward this other product that they were recommending and they said oh we're not doing that. However all this took about a month and a half to get dealt with we had no AC for a month before they decided to say oh this is not covered. Like many people on here they're very disappointed I have joined the ranks of them myself I will not be renewing next year. I saw one person took them to small claims That's a possibility for me. Do not get liberty They are not worth the money They do not cover the expense terrible terrible company.
5 years ago
ROBERT RUSSELL Las Vegas, NV
Received a 5yr contract, paid $625 on 3/19. Decided against the 5yr, however would go with a 1yr or 3yr plan. Spoke w Jordan on 4/10 who stated revised contracts would be forthcoming via original salesperson, Brad S. Received no communication from him, emailed what I wanted to do and received a reply that he wanted to talk. On 4/19 my credit card was charged another $625 that I did not authorize, nor had I ever clicked "Accept" to active the contract. I emailed Brad that I didn't authorize the charge, was going to dispute with my bank, however, still wished to pursue a home warranty. He has never replied, I have called to speak with a supervisor, then sit on hold for an extended period, hand up and call again and it's the same deal. On latest call after holding I reached Alice I believe. It was a bad connection and I requested she call back on my home phone, gave the number, she repeated, and no call back. After evaluating varies home warranty programs I chose Liberty, and am still interested, yet my experience with the sales team is very poor. Prior to logging a complaint with the BBB I wish to allow Liberty the opportunity to address this.
5 years ago
Gucci Girl Apex, NC
STAY AWAY FROM THIS COMPANY. THE SALES STAFF ARE VERY SNEAKY. THEY DON'T TELL YOU THE COMPLETE FACTS OF THE WARRANTY ALL THEY TELL YOU IS WE WILL REPAIR OR REPLACE YOUR APPLIANCES IF ITS BROKEN. IF THE APPLIANCE IS NOT AVAILABLE THEY WILL FIND THE CLOSEST COMPARABLE TO THE BROKEN APPLIANCE. TELLS YOU ABOUT THE 75 CHARGE FOR THE REPAIMAN TO COME OUT TO DIAGNOSE.
WHEN I FILED A CLAIM FOR MY DISHWASHER, THE TECHNICIAN SAID REPLACEMENT IS CHEAPER THAN REPAIR. I CALLED CUSTOMER SERVICE BECAUSE I GOT TIRED OF WAITING. CUSTOMER SERVICE WAS VERY SMOOTH IN SAYING THAT "WE LHG WILL BE SAVING YOU 20% OF YOUR DISHWASHER'S PRICE BECAUSE WE BUY IT FROM WHOLESALER. THAT WAS GOOD TO THE EARS. NEXT WAS LHG WILL CONTRIBUTE 150.00 TOWARDS THE DISHWASHER AND YOUR DISHWASHER IS 14 YEARS OLD THE DEPRECIATION VALUE IS AROUND 400+ i WILL PROCESS THIS RIGHT AWAY AND ORDER YOUR REPLACEMENT. THIS DIDN'T SOUND RIGHT. I STOPPED THE CS AND ASKED "SAY THE WHOLESALE PRICE IS 800.00 MINUS 150.00 LGH CONTRIBUTION MINUS DEPRECIATION VALUE 400+
WHO WILL PAY FOR THE DIFFERENCE? THIS IS THE SHOCKER !!! CS SAID THE DIFFERENCE WILL BE YOUR (CUSTOMER'S) RESPONSIBILITY. I TOLD CS TO NOT ORDER THE REPLACEMENT THAT I AM NOT GOING TO PAY A DIME. I WAS NOT TOLD BY THE SALES STAFF ABOUT THIS. CS SAID THAT YOU SHOULD READ YOUR POLICY. TOLD CS THAT I DIDN'T EVEN GET ONE. CS SAID THAT THEY ARE GOING GREEN SO EVERYTHING IS ONLINE VIA PDF.
WHEN I LIVED IN CALIFORNIA AND OUR AC BROKE DOWN I PAID THE REPAIMAN AND THE COMPANY REPLACED IT WITH A NEW ONE AND NOT A SINGLE DIME OUT OF MY POCKET.
LHG IS TAKING ADVANTAGE OF THE FACT THAT HOME WARRANTIES ARE DONE THE RIGHT WAY WHICH IS REPAIR OR REPLACE WITHOUT EXTRA DIME OUT OF CUSTOMER'S POCKET. HOMEOWNERS WERE USED TO THIS TYPE OF HOME WARRANTY UNTIL ONE CUSTOMER GETS A CALL FROM A LHG OFFERING WARRANTY SERVICES AND JUST HIGHLIGHTS THE GOOD STUFFS AND FORGETS THE NEGATIVE INFORMATION. NOBODY READS CONTRACTS ANYMORE NOWADAYS WHICH LHG ALSO TOOK ADVANTAGE OF CUSTOMERS.
DO NOT DO BUSINESS WITH THIS COMPANY.
LUCKY FOR ME MY CELL PHONE IS SET TO RECORD ALL INCOMING CALLS. THEREFORE I HAVE PROOF THAT THIS SALESPERSON NEVER TALK ABOUT DEPRECIATION. ALL MY QUESTIONS ABOUT SHOULD I HAVE A CLAIM THE ANSWER WAS REPAIR OR REPLACE.
TIME TO BRING THIS COMPANY'S VICTIMS JUSTICE. THIS COMPANY MUST BE TAUGHT A LESSON SO THAT NO OTHER COMPANY WILL FOLLOW SUCH A DECEITFUL BUSINESS.
5 years ago
Ronald Norris Jersey City, NJ
Scheduled an appointment immediately for the next business day. The repairman confirmed the appointment, he was on time and solved the problem promptly. Thanks.
5 years ago
Alfred B. Langhorne, PA
After staying for 1 month with no heat, having many many phone calls, recording all the phone calls, and being lied to many times, I brought this company to a small claims court. They tried to fight back, and are currently offering a settlement.
To new customers I would say: (1) run away, this is most likely a scam company, their policy is filled with exclusions (pay for parts but not work, excluding key components of every appliance , vague definitions of what is covered, etc.), and their customer service is a mastery in the art of lying with grace, (2) you will have no choice to seeing the policy before paying online, no sample agreement, and probably an arbitration clause somewhere that will limit your power in a real court, (3) I got fooled by the good reviews, that was a huge mistake. I am now convinced most reviews are fake. Guess why a company with 800 positive reviews on Google does not even exist in Yelp, and is rated with 3 stars in other reputable review sites?
To existing customers I would say: record every communication and phone call you make with them (legally, by stating that you are recording the call if you are in a two party state for recorded laws). Recording the communications will be the only leverage you will have to prove how you have been lied to. If you bring them to court, use their own vague definitions against them. Explain why this company is not acting "in good faith" as placed in the agreement, and why their actions do not fall under the assumption of "reasonable" time, or "reasonable process".
5 years ago
Susan Ryan Surprise, AZ
I purchased extended year warranties on two properties in the fall of 2020. This is the most disappointed I have ever been in service from a company. It has been a month since the company sent a technician to survey and submit a bid on the repair of plumbing issues at one home. Initially the right hand did not know what the left was doing, as Liberty Guard tried to tel me that since the technicians could not reach me, they could not move ahead with my claim. This was AFTER the technician had already been to the house and done his estimate. On March 9, I received the friendly “we are taking a look and will be back to you in 48-72 hours”.email. I heard nothing for weeks. On March 22 I received the same for letter- saying that they would contact me in 48-72 hours. I called the company to let them know that this was a repeat and I had been waiting all month. They assured me someone would call within 24 hours—- that would have been on March 23. TODAY is March 25 and I have not yet been contacted. Don’t waste your money as it seems I have done. Sure hope this company crawls out from wherever they are hiding.
5 years ago
Ivan Luka Upper Marlboro, MD
I was going to leave a 5 star review is because of Mr. Aaron G. who helped me with a claim that originated during the pandemic and took months to resolve regarding issues with my washer dryer unit during the peak of the Corona Virus last year. But after much consideration I decided it would be a grave injustice to other consumers not to share my TERRIBLE experience. As I mentioned, this does not reflect on Mr. G. at all but rather Liberty Home Guard as a company. Don't be fooled by positive reviews as their are companies that will pay you to leave review and others could be employees possibly leaving them. My story: my washer dyer unit broke in the middle of Covid last summer. For 1 month I had to do 1-2 loads of laundry daily because of 2 seniors I am caring for. So I put myself and them at risk having to run out every day to do laundry. I was constantly given the runaround and met with resistance in filing a claim. They finally sent a technician out who identified the problem. He had the part the following day and said he was waiting for LHG approval for the job. I was then contacted by LHG stating they would send another tech out but gave no reason. I called the initial tech and he said he did not understand them and basically stated they wanted him to write up his assessment a "certain" way in order to deny the claim and that he still hadn't been paid for another job which he did over a month ago. I remember once LHG sent me a check to give to a contractor which I shredded in disgust figuring it was not my job to get a check from them to give to contractor that had already been out and the check should have been sent to them directly. Back to the washer dryer issue, the new tech set up an appointment with LHG while I was on the phone for a few days out. I took off from work and waited around most of the day. After an hour past the latest they were supposed to show I called the tech and he said I was not on his schedule. I said that was his fault because I was on the phone with LHG when they scheduled and confirmed. I was so furious I called LHG back and said I wanted a different tech and one to come right away. They referred me to another tech who basically had me try to diagnose the problem on the phone with him prior to even seeing it. At this point I felt enough was enough. I filed a complaint with Better Business Bureau and they replied they valued me as a customer blah blah blah and that they would have upper management reach out and I said I was ok with that. A month passed and that never happened so I filed another complaint with the BBB and this time a manager, Mr. G. did reach out. He had to jump through hoops on his end but finally got what I asked for and helped resolve the matter. However, the same problem came up with my washer leaking several months later and this time LHG denied the claim. I then requested to cancel my contract and they said they could not do it over the phone and I had to email them which I did and they still have not replied as of this moment. I understand people make mistakes and I'm all about second chances. God has given me plenty of second chances in life so I try my best but when you have a company that says they value customer service but their actions don't reflect it, that says enough to me about them. Not to mention they constantly try to get out of paying out claims. I have talked to EVERY single tech that has made service calls to my house since being a customer and EVERY SINGLE ONE, yes, that's right, EVERYONE, has said the same thing, they are the worst company they have dealt with and 2 of them no longer work with them because they have jobs they serviced almost a year ago and have never been paid by LHG. I have been in real estate for over 20 years and worked with just about every home warranty company out there and ask my clients for feedback and speaking from my personal experience, I would NEVER suggest anyone use Liberty Home Guard. In my opinion they are dishonest, and do not value the customer and have terrible customer service.
5 years ago Edited September 14, 2021
Dominick Lee Flushing, NY
These guys give me peace of mind. And every year I’ve had them for the past three years, they’ve saved me way more money than I’ve spent in premiums.
5 years ago
Cat Lewisville, TX
I would give a negative*five star but it’s not available. They are a scam company and a total rip off. They coax you into buying five years of policy from them or one year, and then they cover almost virtually nothing. When you try to cancel I never got a straight answer on how to cancel, They assume you’ll go away; they make the cancellation process excruciating, including not informing you how much they’re going to reimburse you for. After 20+ attempts to get my contract canceled after one month of having their service, I actually contacted my credit card company to get a credit because they were absolutely non-communicative whatsoever. Do not go with this company—you will be sorry!
5 years ago
Jami Van Den Bogaert Ozark, MO
I called to buy 1 policy for 1 rental house and was talked into buying multi year policies for 6 homes to the tune of $1275 billed for 6 months for a total of $7650. The sales rep is super smooth and said I would have my own account rep and that there were no cancellation fees and that service request were always handled right away especially since I was a VIP customer. Fast forward a few months and on two separate service calls there was an enormous wait time followed by the phone being answered by an answering service that said I should expect a call back AFTER 24 hours. It was like 10 am when I called and I asked why After 24 hours and she said that is what they are told to say. The callback never came, called back again to get the same 45 minuted on hold followed by saying that I would receive a callback which again didn't come so I emailed them and finally a few days later got a reply that they would assign a tech but by the time they got that done I already had it resolved. Second claim I submitted on their website to avoid the wait time and watched it sit pending for 2 weeks before I requested to cancel all my policies and get a refund. Long story short they still owe me for the first payment of $1275 I wasn't able to dispute with my card that they are refusing to refund and charged me an additional $1,275 for two moths after I requested cancellation. I also read in another review that they want customers to sign non-disclosure agreements to get refunds hence why they are able to maintain a fake image of being a good company with good reviews. Total scam, run away!
5 years ago
Georg Benzinger ,
All I can say is Breach of Contract! First off every time I call I'm on hold for at least 30 minutes. After I bought a policy, I had a dishwasher fail, my policy clearly states
5. Dishwasher
a. COVERED: All mechanical components and parts.
b. NOT COVERED: Racks; Baskets; Rollers; Hinges; Handles; Doors and door gaskets.
The repair person said it needed to be replaced. LHG manager tells me it's not covered because it's a bosch and bosch is premium so they'll do me a "favor" and give me $175 towards a new machine. FYI, there are no brands that are $175 and BTW they sent me a list of replacement machines that included bosch that were $450-$500 (kind of a slap in the face seeing that price point is anything but premium) why wouldn't I get my machine replaced with another equivalent machine like I was promised by Rob S when we went over the contract. And BTW brands were never even brought up or mentioned. Fast forward to today and I'm having a problem with a plumbing fixture. Coverage states;
4. Plumbing
a. COVERED: Leaks and breaks of water, drain, or waste lines; Toilet tanks, bowls, mechanisms, and wax ring seals; Shower, tub, diverter, rinse, and gate valves; Built-in
bathtub whirlpool motor and pump assemblies; Stoppages/clogs in drain and sewer lines
up to 100 feet from access point. Mainline stoppages are only covered if there is an
accessible ground level cleanout, and the main line has not collapsed.
b. NOT COVERED: Stoppages/clogs that cannot be cleared by cable/snake; Gas lines;
Access; Water closets; Cost to locate ground level cleanout; Slab leaks; Polybutylene and
Galvanized pipes; Drum traps; Flange; Other fixtures, and cartridges; Baskets and
strainers; Popup assemblies; Cracked porcelain; Shower enclosures and base pans;
Roman tubs; Bathtub drain mechanisms; Toilet lids and seats; Grouting and tile; Covered
Items in Section G.; Pressure regulators and valves; Flood control or check valves;
Caulking; Filtration systems; Iron breakers; Water pressure; Holding/storage tanks;
Saunas/steam rooms; Camera inspection; Jetting.
So right away the representative says, before I have given him any information, that I do not have coverage. I reply but my policy says I do have coverage and I start reading from the policy. Before I can finish my sentence he tells me to read 4b. Basically everything in the shower that is covered in 4a is ruled out in 4b so it's not covered. What a crock! This is bad business, first you tell me that I havent purchased a policy that covers plumbing and then when I establish that I do indeed have plumbing coverage you show me how the contract was written to trick me to beleive I was covered until after a legitimate claim is incurred. First they dont honor any reasonable reimbursement for my legitimate dishwasher claim and now they wont cover a plumbing fixture that is stated as covered in their contract. I am a in Real Estate working for the largest firm in the country. I will never recommend LIBERTY HOME GUARD as a reputable home warranty alternative to any of my clients. Clearly they put profits ahead of service, fairness and legal rights of their subscribers.
Updated 1/10/2021; when I spoke with LHG last I had requested to speak with a manager to explain why my claim was not covered. There was no manager available to comment and I am still waiting for a response. I just saw that my credit card was charged $75 at the tim I spoke with the representative. So he tells me my claim is not covered it's not covered and then he charges me for a service fee anyway. I dont get it, now I have to call them back to reverse the charge, another 30 minute wait on hold just to reverse a annoying charge for nothing.
5 years ago
Disgusted Fort Lauderdale, FL
Nothing, I purchased the 3 year plan from Bob, who told me my service fee would be $55, the wrote on my contract $65.
When service guy can I was ready to pay my $55 service, He call company and they said no charge, To fine out they went into my bank account and distracted the $65 without permission or warnings, this is unauthorized and considered stealing. Then they informed me that I have to now pay again for the installation of my parts, these people will ripe you off, they never call you back on the service call you call to keep calling them. Scam, save yourself some anxiety and aggrevation. They are Horrible and ripoff artist. Don't trust them..
5 years ago
Edward McLaughlin New York, NY
Our garage door opener went out, and we called for service. The service company came out and fixed the garage door opener one day after the call. Great service.
5 years ago
Henry Reeves Evansville, IN
I had an active leak in my home. LHG had a plumber at my house within an hour. The leak was stopped and fixed in three. LHG and the technician were excellent.
5 years ago
Janet Cummings ,
My situation with Liberty Home Guard Warranty has been resolved to my satisfaction. They have apologized for their "inaction" and talked with the personnel involved. I did, however, ask for a full refund and I should be receiving it soon.
5 years ago Edited September 14, 2021
SunFløwer James , GA
I had a drain leak toilet issue 11/08/2020.i immediately called liberty about the situation they charge me 75.00 even though my original paper work was 60.00 for service charge I was told that was not on my contract what a waste of money.they charge me 75.00 immediately out my account they had a plumber schedule for me when I called the plumber he stated he was not aware of my issue my appointment with him was for that Monday no show called liberty they claim he knew.i got nowhere so they sent the rooter people out 11/12/2020 got happy only 10minutes of him being there due to the sink stopper assembly removed he said that's an easy fix water poured out that Wednesday I just took it out shut water off he comes back and said being that I removed the assembly their not fixing it.i'm very upset this company is very miss leading. I just paid liberty in full for nothing.i would not recommend if you don't have money to waste.
5 years ago
Jessica Murray ,
Good reviews are fake. Do not listen to them. I switched to this company because of the good reviews and what the website said. But they misrepresent themselves big time. My 2011 dishwasher broke and they came out. I pay over $60 a month for the best coverage and it is $80 per house call per broken item. The technician said it was my control board and Liberty home guard took over a week to get back to me to say it was a covered part and they recommend the unit be replaced because of its age. They said they would contribute $150 towards a replacement. I was aghast. In Their website it specifically states several times if a unit is broken and they recommend replacement they will replace it. it does not say ANYWHERE that they will “contribute” to the replacement. If it did I wouldn’t have chosen this company as that is NOT what a home warranty is for. Especially only $150 when it’s an $80 house call fee and over $60 a month. So I tell them “not acceptable” and they say they will call me back. About 5 days later they call me back and offer me $200 to contribute towards a replacement. I tell them under their FAQs on their website is specifically reads that they replace units not “contribute to replacements” they tell me to look in the fine print on my contract and that this is all they can give me. I say “not acceptable” and I’m waiting on my 3rd phone call back and it’s been almost 2 weeks with no dishwasher and I’m supposed to have a premium policy. Doesn’t feel like it. I switched from choice home warranty and they never treated me like this and covered replacements. And it was much cheaper and you could do everything online.
5 years ago
Wesley Houston Franklin Park, IL
Awesome! All my questions were answered on the first call, and they had a plumber come and fix my clog the very next morning. The service was great. Very pleased. Thank you
5 years ago
Beverley Elliott Manassas, VA
Very quick and responsive customer service (special thanks to Karen). We’ve had claims and used our warranty for the hot water tank, and the AC twice. All good experiences.
5 years ago
Unhappy Floral Park, NY
Unfortunately there is nothing lower than 1 star. We started with a working Kenmore dishwasher which needed service because it was not draining completely. The technician sent said we needed a new motor. When the next technician came he had to rig the motor to fit and destroyed the dishwasher-blew out the electric. We ordered a new one through the warranty company, it took 2 months to be delivered-we then had to fight with them to get an electrician in to hook it up properly. When the installer came he hooked up all the plumbing and when he went to test the machine found out there was a large dent in the top and silverware drawer could not pull out. After contacting Liberty Home Guard again we have been getting a run around for another machine. 4 months and still waiting for a working machine! We are kept on hold at least a 1/2 hour or more when we call-all we get are apologies but no SERVICE! We want our money back and are still getting run arounds.
6 years ago
Reply from Liberty Home Guard
Greetings: Your replacement dishwasher is expected to be delivered today between 1-5 p.m.
Oct. 13th, 2020
Matthew Roesner Dallas, TX
Unfulfilled Commitments and Poor Customer Experience. Having moved and purchased five homes, decided to try Liberty Home Guard due to ratings and voiced commitment to customer service. Sadly, I should have stayed with known companies. LHG is a newer company that has long call waits, finally has a new portal and looks for excuses not to service claims rather than meet the terms of the contract. Note that the contract has a limit/cap on reimbursable expenditures for the first three months. This is something that was not covered on the sales call and is hidden in the terms and conditions.
Since purchasing the service, there have been three service calls. On two of them, it took escalations to senior management to attempt to get the problem resolved. In both cases, it came down to LHG saying it would cost too much, not that the problem wasn't covered by the terms and conditions in the contract. In the latest, LHG indicated that an electrical issue would require further investigation since the cost is too high and LHG wants the homeowner to pursue other alternatives by hiring or performing investigative work at homeowner's expense, even though LHG accepts the initial diagnosis by its contracted electrician, but just doesn't like the costs.
On the second claim, the executive, David, offered some cost deferment and specifically asked me to provide a five star review noting his assistance. He made promises to improve service, cover it with his employees, and continue to better the site and overall experience. Sadly, three months later when LHG had a chance to demonstrate his words with a new claim, actions failed to deliver. In fact, it even got worse. Buyer beware as LHG is not the company it represents to be.
6 years ago
Christine Cleveland Hendersonville, TN
This is CERTAINLY NOT an amazing business. Very very bad company. DO NOT waste your money or time. I signed up with Liberty Guard a year ago despite the negative warnings I had received from others about them. I took warranties on my home and a rental home. On Jan. 20,2020 I contacted Liberty regarding a plumbing issue on the rental house. They gladly took my $80.00 deductible on the spot and told me a plumber would be contacting me. He didnt. ;Two days later I called Liberty back and they gave me his phone number. I only got answer service and never a response.
On Jan. 29, 2020 I still not been able to get service or response and requested my refund back which I had to go around the world and back before they finally agreed to refund my deductible back.
On June 25 , 2020 I contacted Liberty Guard for a duct that was torn in my crawl space. They told me my policy had been canceled but ironically they were still taking automatic drafts from my bank account. After they fixed that I filed a claim for someone to come out to assess duct. I re-lived the same experience in my attempt to file 6 months earlier. No one came and although I made repeated calls to Liberty they said all contractors were busy. On my own I looked up one contractor....they were out to assess my duct in 3 hours that same day. He said problem was from wear an tear that he found a little water probably from condensation. My house is 19 years old. I called Liberty and asked would they cover it. We talked 3 way with company tech and Liberty said they would get back with me. Said they had to meet with the committee. In the meantime the company ordered the materials they needed to fix duct and had it repaired 3 days later. The company had to be paid. Who paid for it? Liberty who I have duct coverage with refused to pay. So I had to pay for it. I canceled my policy on the spot--asked for my deductible refund back plus my prorated refund because they had just taken automatic monthly deposit from my account. I only received the $80.00 deductible back and rightfully should have since I had to find my own contractor. No pro-rated refund. This has been my experience with Liberty along with several others. Reviews can be good or bad but word of mouth speaks stronger. If you are looking for a reliable home warranty business I sincerely hope you would look elsewhere because this is not the one.
6 years ago
Stephanie Coates -DPSCS- Baltimore, MD
This is my first and only time to use this company. I had a 1 year contract on a new home that I purchased which happened to encounter some issues.
In Baltimore Maryland, this company must not have a good contractor resource pool because it has taken up to 4 weekdays for a contractor to connect with me even long if going into the weekend. I had plumbing issues and ac issues when it was over 100 degree. They promised that I would be placed as a level 1 priority however, I put claim in on an early morning on Wed and haven't been contacted until Tuesday of the following week. I had to request my service fee refund twice because I just had to hire someone to come and address issues. I gave them a complaint about the poor service of connecting with a contractor but I guess those departments are not impacted so it wasn't taken with care of a valued customer. I will never renew with them and I want others in the Baltimore region to know that if you consider this company then be prepared to be disappointed with the contractors' response time or the contractor themselve. I would go into it about the contractor... I will say one was pretty good but didn't know how to fix my toilet issue which ended up being that the line was starting to back up and another contractor just wasn't responsive with time of arrival. It took several days to contact me then the contractor still couldn't get to me for 2 more days. SMH. This is my third company that I have tried over the years and really has been the worst. Sometime special offers/promotions is not the best choice. Just forewarning you all because I read reviews and find them helpful.
6 years ago
RICEGUMFAM West Chester, PA
I would like to give ZERO star if I can. Long Story Short, DON'T BE CHEATED and DONT BUY IT. I purchased Liberty Home Guard's home warranty services and was told that I will have a peace of mind with all appliances and home system covered. What a LIE!!! Not to mention that they are not responsive, the contractors didn't show up as scheduled and keeps changing schedule. From time to time, I need to trace down the contractors and later found that they don't do the business for Liberty Home Guard. In my request for a failed dishwasher, I was told that it was not covered in the Home Warranty and I need to pay to purchase a new one myself. OK. I gave Liberty Home Guard a second chance. A few months later, I filed another claim for refrigerator. They told me AGAIN that it is not cover in the service plan. WHAT? If neither dishwasher or refrigerator are covered in Home Warranty, why a consumer needs it for? I filed a complain to BBB and this lying company needs to be shut down.
6 years ago
