Name: Liberty Home Guard
Rating: 3.9

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Willie F Houston, TX

I have a three-year contract with Liberty Home Guard. That was a serious mistake. Don't fall for their "special" rates. It is impossible to reach their service department. They don't respond to emails and don't respond to calls. What is the point of having a home warranty when you can't reach them, especially during an emergency, such as flooding or AC not working (in the middle of terrible heat waves).

6 years ago

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Shane Rosendahl Frisco, TX

Hands down the worst customer experience I have ever had in my life. Over a month waiting on them to process our claim for our AC in the middle of a Texas summer resulting in them rejecting it. Can never get anyone on the phone, and when you do they say they will call you back and never do - rinse and repeat the cycle day after day.. Cannot submit anything online, they do not have an app to make the claims process easier. Switched from FIXD, worst decision I've made and will be going back to them. 1000% better.. Don't even think about giving them your money, it all seems great until you actually need them to fix something! Terrible company..

6 years ago

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Tyrone Brown Capitol Heights, MD

My husband is a unhappy customer and so I am I. The service is awful.. I love quality care, but this company is the worst we have ever experienced. Dont believe the positive reviews. This is our story: Do NOT recommend Liberty Home guard! HVAC broke, on May 19th 2020 I called multiple times and got an no response for at least a week. When I finally spoke with an agent the lack of quality customer service was poor. It is now June 10th and my issue is still unresolved since May 19th. The reason I decided to get the warranty with liberty is because I look at the reviews and was impressed. I am a Director of Operation for a medical facility and patient care is of the most importance to my organization. Liberty has not demonstrated any quality of service on any level. My warranty covers my air condition, so I was very surprise to hear the response from my agent. Jason my representative stated after the technician came out and inspected my unit, that the warranty covers the air condition and the compressor, however the damage that was cause to the compressor due to something electrical and the warranty won't cover my unit. So I was given the alternative of purchasing a new unit. We discuss the price of a new unit and the cost of fixing the compressor, both of which would come out of my pocket. I finally agreed on fixing the compressor and Jason the agent assure me of no additional expenses. This conversation took place on Saturday, June 6. Well, I called the company on Monday and was shocked. The person stated they could not honor the price quoted. Wow!! I am extremely disappointed at this point. I have attempted to speak directly to Jason and know respond. It is now Wednesday, June 10th and my issue is still unresolved. This kind of service is terrible!! I am extremely disappointed with my agent Jason and the lack of follow up. I expect prompt service and have waited for 3 weeks to get a satisfactory answer. Nothing !!!The company is deceptive and will look for opportunities not to honor the warranty. I am a long time disappointed customer!!

6 years ago Edited September 14, 2021

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mason gomberg Tarrytown, NY

RUN DON'T WALK AWAY FROM THIS COMPANY. Have not had one repair handled correctly. Some technicians never called or came, others came and diagnosed the problem but the company would not ok the repair and only offered 1/10th of a replacement value to get a new appliance ($150.00 for a gas oven which costs $1500 plus installation),had a technician repair a microwave incorrectly and company said too bad should have taken the "replacement" money (1/5 of a new unit), nor would not repair a leaking shower faucet! They said units were too old and only gave pennies for a replacement. This company is a fraud. If you have brand new appliances may be better. More horror stories but don't have the time

6 years ago

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Dipal Shah Milltown, NJ

If you can read a story. but briefly is looks like they don't use certified people. their employee keep changing or give resignation. you have to deal with different different people with one problem. no one reply you back or call you soon. once problem diagnosed. I had very bad bad experience with them both the time. so going to cancel the policy. They told me when i signed their warranty that they will only cut the premium till todays date. lets see and i will update over here. So, here is the detail. We have some toilet clog issue going on. they sent one person who actually made my toilet flooded instead repair. so water gust through from my second floor to first to basement. so we wanted them to fix the all ceiling. first they said no we can't its not in out policy and the person they sent they actually stopped the working with them. so they send other person to fix the toilet. he came he saw the toilet and said I cant fix it. so they sent third person to fix it. so finally we fixed out toilet. now we fight for ceiling repair and they fix that too after two to three months of back and force fighting. bz all the time their employee change so i have to explain from 0 to each and every employee of liberty. so with this we paid only service fee. now in December we have dish washer problem. so we called them. as always they sent some one in January as i took the appointment in Jan. they told me to change the new one ok. i agree but they are providing me very ugly one so i paid some extra money to updated which I want. than after in feb. they sent me email the machine i wanted they don't have it in stock so i have to select new one. ok, done. they sent someone with the machine which they are going to install and dispose my old one. but the people whom they sent does not know how to install the machine so her is the first thing they sent is non certified people. than I waited till April to sent someone who can install but they did not so i arranged by my self and they sent me credit back for installation. now they refuse to take my old one take away so i have to arrange for that by my self.

6 years ago Edited September 14, 2021

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PhillyC Secaucus, NJ

Do NOT recommend! HVAC broke, called 3 times last Friday and only got an answering service assuring that I’d receive a call. Did no get a call until Tues. 5/19. Scheduled for someone to assess the damage. They gave him a disconnected number to get in touch with their service. HAVE NOT BEEN ABLE TO GET ANYTHING DONE SINCE!!! Have an elderly person there with no AC and it’s 80+ degrees. Asked to speak with supervisor and could only get in touch with their answering service!! This is a terrible service. Supposed to give $1500 for a $7k hvac unit that they say has to be replaced when the servicing company recommended a new compressor. Stay away!!

6 years ago

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Kelly Denehy Miami, FL

My microwave broke 5 days into my policy. Two days later Liberty had a brand new unit at my house. I couldn't be happier with Liberty Home Guard's service.

6 years ago

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Blondell Murray North Charleston, SC

I've been with LHG for some time now and you will not find a better professional group of people, with a sence of ease to help your needs!! Customer for life!!

7 years ago

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Charlie Barnett Boca Raton, FL

Liberty Home Guard has done right by me since day 1 by offering me savings that far exceed the price of the policy. It's a no brainer warranting your home with them.

7 years ago

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JillJones Mesa, AZ

This is a revised review that I have done after receiving a demand letter from the Liberty Home Guard attorney asking me to remove the review. Instead of removing it completely I have edited it to insure you know that this is only my opinion. The facts remain the same, but I have worded it a little differently. Here goes: I had what I perceived to be a less than pleasant experience in getting a quote a from this company. I called for home warranty information, which they provided along with what I felt were high pressure tactics to get me to sign up immediately. When I told them I still wanted to look around they offered reduced pricing if I would sign up immediately. That raised red flags for me. I was not comfortable signing with a company with what I felt was a bit too aggressive with their sales tactics. Within a half hour of getting off the phone I started to receive phone sales calls that persisted until I called and asked them to stop, which they did. After I posted the original review I received a Demand email from their attorney requesting I take down the review or face further legal action. I am appalled at this. I felt it important that consumers are aware of this so I have adjusted my review.

7 years ago

Reply from Liberty Home Guard

Ms. Jones,

Had you simply wrote an honest review from the get-go, you would have never received any sort of communication from anyone representing us. However, since your reviews conveyed patent falsehoods in alleging that we violated federal law, and since your reviews divulged privileged and confidential information, the only way for you to avoid liability was to remove the reviews in their entirety. This was done as a courtesy to you, and nothing more.

With regard to your interactions with our sales representatives, immediately after you requested to be removed from our system, your request was honored. Bear in mind that it was you, not us, that initiated contact. You reached out to us, and spoke to a representative of ours--on your own volition--for close to 30 minutes. At this point, it appears as if you are taking pleasure in taking down a business you have barely interacted with, a business that you solicited.

Your review does not discuss our product offerings, our value proposition, or even any mistakes made relating to our home warranty service, because you were never in fact a customer of ours. Instead, it addresses the discourse around the illegal content that you posted about our company, and the individuals that we do business with.

You admitted in an email to one of our representatives that you did in fact post false information about our business. You then explicitly consented to removing all of your reviews. This is the truth, and your attempt to obscure the context of your review is inappropriate at best.

Sincerely,

Liberty Home Guard Customer Service

Sep. 3rd, 2019

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DL white Las Vegas, NV

First time since May 2021 when we purchased a home warranty from LHG we called for service on our built in oven. After being told they couldn’t find parts to repair it they have turned a possible replacement option into a never ending nightmare. After two months of no results we’ve notified the BBB and as of 3-25-22 are filing a complaint with our states department of Insurance consumer protection agency to hopefully put a end to this nightmare. Worst home warranty company ever 😖

4 years ago

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AG Coppell, TX

If I could leave zero stars, I would. Don't even bother with this company. When we purchased our house we selected LHG as the home warranty company, and they have refused to cover any of the 3 claims we submitted -- but they were happy to take our $75 fee to file a claim each time. You're better off just finding your own repair company and paying them directly to have the repairs done.

4 years ago

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Jay Kapper Reisterstown, MD

Lots of hidden fee's and charges when filing a clam, and YOU pay for the labor liberty only pays for the parts........ completely lied to me when i signed up i asked that question because i was switching from my other warranty company (BGE home) which i will be going back to as soon as this policy ends the people are nice and very helpful and the company does what they say they will there are jut hidden fees they don't tell you about. if your ok with that then use them but i need to know everything upfront

4 years ago

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Steven Corral Weaver, AL

I have had multiple service requests placed and all were taken care of by LHG in a timely and professional manner. 5 stars.

4 years ago

Reply from Liberty Home Guard

Steven, thank you for the kind words and the high rating!

Apr. 14th, 2022

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Ivan88 Sevierville, TN

Brad was friendly and knowledgeable, helped me with everything I needed. Will be looking forward to being a loyal customer.

5 years ago

Reply from Liberty Home Guard

Ivan, thank you for the kind words and the high rating! Brad will be pleased to hear that he was able to properly assist you.

Apr. 14th, 2022

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Stephan Ruby Mesa, AZ

Like most people here I got scammed, I paid for a year up front. My ac went out 3 months later. They told me I can do a cash buy out and then they left me with a $9000 bill. So when I went to cancel they low balled me $288 for my almost $600 I gave them. Then Aaron G called me today and told me I could have my full refund if I take my reviews down. Pretty sure that's extortion Aaron, threatening to not give me my money back and to keep quite. As you can see I didn't take the money. I want everyone to know what they did.

5 years ago

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Eloise Burke Sandston, VA

This company does not cover replacement of leaking evaporator coil. The cost for labor and parts was $2,084.59. Liberty Home Guard allowed a one time $150 reimbursement. Other unnamed home warranty companies cover HVAC repair/part replacements with the exception of the refrigerant. Warning: make sure all appliances and or repairs in your home are covered for replacement or repairs %100. I have canceled my policy with Liberty Home Guard.

5 years ago

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Martin Board Hesperia, CA

Liberty sent me a super professional electrician, who managed to fix the pretty complicated issue. Great job, and great service.

5 years ago

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Shar Ephrata, PA

My washer went out over 2 months ago. They assigned me to a company that no longer works with them. It took 2-weeks to find another contractor. That contractor took over a month to schedule an appt. to fix my washer. The DAY he was to arrive they cancelled with NO date as to when they can get her. Liberty Home Guard has not lived up to the promises. Poor customer service and extremely poor service. I regret going with them. American Home Shield was much better and definitely more responsive!!

5 years ago

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James (Jim) ROGERS Midlothian, TX

Our washing machine went out, and we had to have someone come out to repair it. The service company came out to tell us what was wrong. He was supposed to have sent Liberty a diagnostic report yesterday; it is almost Noon the following day, and Liberty still hasn't received it !!! We have 5 people living in our house, and Liberty is stating it could take up to 48 hours to diagnose the problem !!! Really ??? It seems these warranty companies are only concerned about getting their money, and definitely NOT giving customer service!!!

5 years ago

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Darren Heyman Las Vegas, NV

Deny deny deny! That is what LHG does with any major claim, no matter how valid. My experience with them has been that if they cannot profit off your claim, they will deny it. And that is what you get IF they bother to get back to you (I am still waiting over 8 months on some claims), they will fabricate excuses to avoid coverage. I had two houses covered, and in both houses after the people who came out could not repair the AC units, they refused to cover their replacement. When the pool pump went out, they refused to cover a new pump. Stay away, in my humble opinion.

5 years ago

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Erik Copeland Valdosta, GA

Liberty Home Guard has been excellent. Great service!! I would recommend other homeowners get enrolled. Complete peace of mind.

5 years ago

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Patricia Hoover Chicago, IL

Our water heater burst so we called Liberty for service. We got a great plumber who replaced the water heater within 3 hours. Great!

5 years ago

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Melissa Boyd Jersey City, NJ

My service requests have been handled promptly and the technicians LHG has sent have done great work. I feel it was a great investment.

5 years ago

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Thomas Fox Jersey City, NJ

We were pleased with the response from Liberty. Their customer service was excellent and the technician solved the problem immediately.

5 years ago

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Dcsaunders4 Midland, TX

Horrible- I have had 5 claims- 4 of the 5 took 2 weeks+ to get answer. I was told “they never pay labor”. I had to pay each time. They sent repair guy out and he told me Liberty never pays so I had to pay and just ask for reimbursement. They never paid for cost of replacement they just pay wholesale cost of replace. Repair guy was here with part and they sent home pending approval— 2 days later still no approval. 30-45 minute wait to talk to anyone. Worst customer service Ever!

5 years ago

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Justin Haig Tallulah, LA

Well worth the investment. LHG takes claims quickly and sends out technical support within a day. Glad to have this option as a first-time homeowner.

5 years ago

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Robert Jones Wakefield, RI

We haven't had any negative interactions with Liberty Home Guard. Kay was very attentive and went above and beyond to help me out with my last claim.

5 years ago

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casa Zion, IL

Terrible never fixed washing machine. They put me on run around. use to answer phone calls. then started putting me toward answering services. putting paper work on hold. never make decisions. keeping delaying decisions. take $80 do no performance. Corrupts liers play games. should not be in bussiness at all. Not professional about this company at all. BAD BAD BAD BAD BAD BAD BAD BAD !!!!!!!!!!!!!!!!!!!!!

5 years ago

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Katie Pitts ,

This is a terrible home warranty company. Rude customer service. A totally waste of money. They refuse to help. They have all sorts of loop holes that basically guarantee they won’t pay out any money. Customer service reps are so disrespectful and talk over you the entirei time. They say they need to call you back and never do. Save yourself time and money and skip the home warranty all together and use that money to replace your own things when the time comes. Seriously, this is a huge scam! After two claims, that I had to pay $80 bucks for each, I still have no resolution.

5 years ago Edited September 14, 2021

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Stacy Heimlich Rio Rancho, NM

If I could give zero I would. Do not do what they say. Telling me I have to pay for the labor to install a replacement water heater. I’m a real estate broker with many properties which I have always used Fidelity home protection, who are great. They just did not have service in my Idaho small town so I had to go with liberty. The salesman was pushy the reps say they will call you they don’t. It’s been over a week in December with no water heater and family coming next week for Christmas. Zero stars. NOT amazing. I did not put the green box here if it shows up in review.

5 years ago Edited September 14, 2021

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Jacob Dodson New York, NY

They have some incredible people working here, I respect a company that stands by their word. Very happy that I am able to do work with them.

6 years ago

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Paul Collins Jacksonville, FL

Liberty Home has been fantastic. We unfortunately had to use the warranty a few times. The customer service and timeliness has always been on point.

6 years ago

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Tracy Carroll Buford, GA

Had a few appliances repaired by them now, and they have always exceeded expectations. Very responsive and courteous. Thumbs up from us.

6 years ago

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Jordan James Wantagh, NY

Liberty Home Guard was able to replace my old fridge in two days. The staff was always patient and courteous in every interaction.

6 years ago

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Sam G Great Neck, NY

Amazing service. I’ve had a few home warranty companies and I have to say Liberty Home Guard was by far the most transparent and professional.

6 years ago Edited September 14, 2021

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Trina Dean

We called about our washer drain to be fixed and they gave us the run around saying our policy covers only $150 of costs for the first 3 months. After 3 months then it would have covered the cost to fix the drain. Not only that, they gave me some vendors numbers to call to see if they could snake the line, the vendors do not associate themselves with home warranty insurance companies, they want you to pay them and get reimbursed by the insurance company. I am really disappointed in this company and definitely will not renew with them next year. Read the fine print!

6 years ago

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Sandhya kashi Warren Township, NJ

An update on my previous review - the manager at Liberty Home Guard has resolved our issue. The customer service has been good.

6 years ago

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Marcus Brooklyn, NY

Really friendly service whenever I’ve had a question- the one claim I’ve had was paid out quickly with no headaches.

7 years ago

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Yasmin Las Vegas, NV

Great service. LHG had a technician by me in under 24hrs. Ron was very helpful in getting my problem resolved. Glad to have them by my side.

7 years ago

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Shelba Khours Dallas, TX

Amazing service! Replaced my entire HVAC system within 4 days of submitting a claim and instead of paying $1,000's it was free!

7 years ago

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Dawn Sandillo Ponte Vedra, FL

We recently left a bad review and were contacted by the Customer Success Team. They would refund a partial amount if we retracted our review. $200.00 is not worth the lie. There are good companies out there but this is not one of them.

4 years ago

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Todd Knapp Albuquerque, NM

I'm delighted with Liberty Home Guard’s services. Highly recommend them to people I know, they never let me down.

5 years ago

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Karen Ferguson Austin, TX

Brad S. was very helpful and courteous in our telephone conversation. It made the whole experience a pleasant one.

5 years ago

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Triesha Treisha Brooklyn, NY

I called and spoke with Brad. I'm shopping around so I have a lot of questions. He answered all my questions.

5 years ago

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Jerrymuniz24 Chickasha, OK

Brad spoke very professional and had answers to all my questions without hesitation. Very knowledgeable.

5 years ago

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Cindy Kunz Eugene, OR

Extremely poor customer service. To ask a question on coverage, I was told I had to file a claim. I was immediately charged $75 and never received an answer to my question. Trying to get a refund for the the charge and trying to cancel my policy. This was a very disappointing experience. I definitely would not recommend them

6 years ago

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Sam Serrano Tulsa, OK

Do not trust this company. They are a scam. Three weeks waiting on a resolution and nothing has being resolved. They promise everything and deliver nothing. Not even their website works. I have filed a complaint with the BBB and The federal trade commission to investigate their practices.

6 years ago

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AJ New York, NY

Great customer service. They never turn me away and always work hard to do everything they can to save me money

7 years ago

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Umar Sabur Columbus, OH

The experience with Brad was great he explained everything and made the experience very easy

5 years ago