Liberty Home Guard Reviews

JP L., very professional and polite, And very helpful

JP did a great service i appreciate his help

Hannah is amazing to work with thank you from A to Z

I was assiated by karen A, the issue i had was solved

It was nice talking with Karen from liberty home guard

Brian S. Was Very Fast And Resourceful.

Selenia C. was very pro with her help thanks alot

Axel G. did a wonderful job great customer service

Woodly is a great customer service personnel

Thank you JP L for all your help and support.

Alex C great customer service enjoy working with this company

thank you MR Alex for taking Diagnosis over on the phone. fast and easy

Woodley did a good job. would be happy to interact with him again.

Franklin A. Was super helpful and made sure my issue was completely fixed.

Jp was very helpful listened and address my reasons for calling

Ronald S. is one of the best that ive talked to so far, Cheers

Furnace went out in 20 degree weather. We paid the emergency fee for a technician to come out, knowing it wouldn’t be covered which was fine. Was told to have the tech call the approval line with a diagnosis- called 3 times and sat on hold. Called customer service and was told the resolution department was closed because techs don’t come out on weekends. When I asked why I was told to call and who the tech would be speaking to, I was told no one. No other excuse. I was told to call back on Monday. We waited until Monday. Called back and had to speak with 3 people until this was escalated. I was told Monday night we would have answer. The resolution team apparently called me, no missed calls or voicemails, to verify what was actually wrong. Even though documentation was provided with a diagnosis and a quote. Another 1-2 business is what we were told. Without heat in winter. Called again, they said they needed more information because it was provided. I had to read off the paperwork that was actually sent and got told someone must be confused. Another 1-2 business days until it was escalated again. Called back Tuesday. Was told they needed all information regarding on old unit because they’ll only replace and cover that one. Another 1-2 business days. Wednesday get a call saying they agree our unit needs to be replaced but we should go with their suppliers and get a better price and we’d receive a better compensation, when I asked for that to be written down I was told the lady I spoke with didn’t say that. I repeated it back to her and she said yes she did but couldn’t get it in writing. Just kept saying she would send the resolution via email and would work with the person typing it to see if they could add things but couldn’t. She kept suggesting their suppliers and offering us a better deal, but would deny it when repeated back to her again. She said they would have our options in…. 2-3 business days. When I told her we needed this done I got told to listen to her as she repeated the phrase of using their suppliers. When I told her I couldn’t wait another 3 business days, she said our outcome would be better. I asked for everything in writing. She apparently couldn’t do that. I’ll admit to becoming annoyed at this time, especially when she became argumentative. I would stay away from this place at all costs. The outcome for using my own quote was way less than the metal on the old unit is worth. If you want to wait 1-3 business and get a run around for everything, then this is the place for you. Otherwise stay away. Mind you, asking to speak with a manager… they also say you’ll get a call in 1-2 business days.

What is worse than negative stars? Cliff note version: DO NOT USE LIBERY HOME GUARD if you expect them to have any decency, honesty, or if you expect them to actually help. I submitted a claim on October 31, 2023 due to my home heater not working and it remains broken as I write on December 6, 2023 December 12, 2023 December 22, 2023. A Liberty technician was sent, and he reported that the pressure switch was the issue. Because labor for install is not included, I had my technician out to install the new switch only to find out that Liberty sent the wrong pressure switch. So at this point I have paid the $125 claim fee and a $150 service call fee for my technician even though he could not replace the part because Liberty made a mistake. After it was brought to Liberty’s attention that the part was incorrect, the new part would NOT be released until I returned the incorrect part to USPS. They also refuse to reimburse me for the claim fee or the service call fee that was wasted because of their error. Once I returned the incorrect part, I had to wait on the next shipment. The next shipment included the correct pressure switch AND other parts that were 'accidently' ordered. Again requiring me to make a trip to USPS for Liberty’s mistake. During this time, I called my technician to install the correct pressure switch. Despite the part being replaced, and having to pay another service fee to my technician, the unit is still not working. I called Liberty once again to let them know the issue is not resolved and the issue was not what their technician said it was. The first call, the individual said a technician should give me a call in 1-2 business days and there would not be an added fee because it was within the 60 day window from the start of the claim. I did not receive a call, so I called back. Upon my second call to Liberty, since their technician had not reached out, I was told there would be another $80 fee for the technician to come back out to diagnose the issue. The individual with Liberty that I spoke to even asked me to send a diagnosis report from my technician. My tech was only at my house to install the part that Liberty’s tech previously said I needed. I did not employ my technician for anything more as I have a home warranty company that should be able to do what a home warranty is supposed to do. I made it clear that the Liberty technician needed to be dispatched and that I would not be paying the $80. I logged into the website today to find a message that my claim was on hold. I received the following message: “You are seeing this notification because we have either attempted to contact you and have been unsuccessful, or because we are awaiting information from you in order to progress your claim. Please contact us at your earliest convenience so we can resolve this hold. The best way to do so is by using our live chat feature below, or by calling us.” This is despite the fact that I received a call from someone at Liberty yesterday and spoke with someone about my claim. I informed them once again that the heater was still broken. The intended part was finally sent to me by Liberty and my technician was able to install it. Despite that part being installed, as directed by the Liberty technician, the heater is still not working. I spoke to yet another individual this morning and she restated the same things with no comprehension as to why I will not be paying more or doing the work for Liberty. I have a 2 year old and a 3 year old and have not had a heater for all of November and December. Even without children, this is not acceptable. I will give Liberty credit for training their customer services representatives well. They sound like well programed computers that can calmly restate the exact same thing again and again and again even when it makes no sense. Even after a technician was sent back out and agreed the unit needed to be replaced, LHG tried to offer me $500 in lieu of the contractual cap amount of $2000 per the contract. Another round of calling them, waiting, explaining simple facts to them, and not getting anywhere. Again, the claim for my heater was submitted on October 31, 2023. It is now December 12, 2023 December 22, 2023 and I still do not have a functioning heater. Liberty remains incapable of calling back when they say they will and will not respond to emails. Policy section H.2. states, “We have the right to request purchase records, repair / installation records, maintenance records, certifications, and home inspection reports, among other pieces of evidence, for any reason at any time, including but not limited to reviewing any claims, or reviewing Our decision to deny any claims. Should you not provide Us with the aforementioned pieces of evidence, We reserve the right to limit or deny Your repair, replacement, and / or cash in lieu of repair or replacement.” Section H.3. also states, “All Covered items must be in place and in proper working order on the Effective Date of this Agreement. This Agreement does not cover any known or unknown pre-existing conditions.” I only have a home warranty policy (because clearly they are a scam) as I received it with the purchase of my home. With the purchase of a home, I do not have maintenance records. I offered to send the home inspection, and despite that proving the system was in working order, they would not accept the inspection and provide the correct contribution amount. I’m out $275 because of Liberty’s scam and even more in the time spent following up, pushing my claim since they wouldn’t, being home for technicians, and returning parts for them.

Worst experience ever. Very high pressure sales that were unethical. Stole money out of my account without authorization once they got hold of my debit card number for anonce they got hold of my debit card number for a smaller charge. The very day but they were supposed to take the smaller charge out they took five separate charges three of which were over $200 each. When I requested that they credit me back with the bank on the phone, they credited me back four separate credits of one dollar each, and then refused to return the stolen amount the same business day… This company is breaking many laws and has an article of incorporation with a registered agent in Delaware that is merely a company conglomerate to represent many other companies who also hide their owners. This company needs to be investigated and will be for fraud.

Not worth it at all. Stay away from them. I had the warranty since January, my fridge broke, opened up a claim in May, they sent two technicians and wanted to send a 3rd one due to the fact that the fridge needed full replacement. It is a 3 year old Samsung fridge and their replacement option was a Frigidaire brand single door. Look at the pics to compare. Either that replacement or a $450 contribution towards a new one. Denied both and then they said that they can cancel the policy and I will get a refund of $350.00 back. I denied that also. I logged in and my policy showed inactive. So breached the contract many times. Spoke with a Senior Director Customer relations without any good outcomes. Very bad warranty company.

Filed a claim regarding my AC unit on Sept. 16. Technician assigned by LHG never provided a follow up report, so after calling LHG over a dozen times to get a new technician assigned, I was told by an Account Manager (and an Authorization Rep. on Oct. 19) that I could pay for my own tech out-of-pocket and be reimbursed in full if my claim was denied. I did this, and paid $285 for a wonderful tech who told me I needed a new AC unit ASAP. My entire claim was denied because LHG “does not cover damage caused by leaks of any kind”. Okay, I said, “then please reimburse me the $285 I paid for the tech”. Well, they refused to reimburse me. I was livid, so I cancelled my policy and managed to recoup $243 of the $720 I spent on my policy initially. The level of non-service provided by LHG has left me feeling as though I have been robbed of my hard-earned money, and misled by the representatives I have dealt with. Such experiences are not only distressing but also diminish trust in your company. I strongly urge LHG to take a moment to re-evaluate its operational and customer service strategies. It is crucial for any successful business to ensure that customers feel valued and fairly treated, and unfortunately, in my case, this has not been achieved.

My microwave was not powering on. Liberty sent me an appliance guy who repaired it for me. They even waived the deductible in the end because it took him two trips

Crook Company, plain and simple. I’ve had LHG for a few years and my experience has consistently gotten worse. I’ll put a few examples below: 1. I needed some general plumbing help. It took a few days to have the plumber come out, which is fine it was not an emergency, however, it took a weeks after for him to come back and fix. I had to reach out multiple times for him to finally help. Once done, his work wasn’t completed properly and when I called LHG for help they said I’d have to pay the $125 fee again for his mistake. 2. Recently had my AC go out. It happened late at night and they boast they have emergency services but wouldn’t send someone out or approve quick enough so I had to pay out of pocket. They ended up only paying me $80 out of a $400 bill because it wasn’t approved. Really look at the wording in their contracts. When I called customer care to see if I could get anymore off my bill I was met with extreme rudeness and them saying well at least you’re getting $80. 3. From this incident, I wanted to cancel my policy. I asked them the cancellation process, they told me that once I cancel I would be able to receive partial refund. So then I go to cancel and it’s no we are taking all your money and it says in the contract part J. I asked for leadership to assist and they will not escalate up. I’ve reported them to BBB, getting a lawyer involved and am now leaving bad reviews all over the internet so hopefully someone else is warned. I also found a Reddit thread where some stated they are allegedly paying for reviews > just type in Liberty Home Guard Reddit and you’ll see If you have to allegedly pay for reviews, you aren’t a good company.

I am currently experiencing an ongoing issue with this company as they are refusing to honor their contractual obligations and are attempting to only offer a "courtesy approval" of a minor $500 contribution instead of the full amount of Liability for a replacement as stated in the policy. This is after 3 weeks from my claim, of which, the first week was a complete waste of time due to their unreliable contractors who never came by. I had to escalate my claim just to get someone to come diagnose my issue and deal with agents who provided misleading information or completely misinterpreted the nature of the call. This company needs to stop being cheap and misleading, and accurately honor the policy for replacements per their full faith obligation claim.

This company is a SCAM. They’re a fairly new company that’s only been in business since 2017. In the policy/contract it states they’ll only cover up to $500 or the book value of covered items (see below). Talked to Michael who said he was the head of the Resolutions Department and that’s exactly what he said. So my HVAC system went out and they’ll only cover $500 of the total ~$8,000 cost. Paid $600 for the policy and $100 for the tech to come out and look at my HVAC so I’m not even getting back the money I put into it. DO NOT BUY A POLICY FROM THEM. 1) Diagnosis and repair/replacement is limited to $500 for the Covered Items identified in Sections D.4, D.5, and G., and $250 within 90 days of the Effective Date; (2) Coverage for R-410A refrigerant itself is limited to $10 per pound; (3) LHG will cover up to the Covered Item’s Book Value

If I could give zero stars I would. Do not waste your money! They are scammers, not only did they send someone who had no idea how to fix our pool but it sat for 6 weeks and his excuse was “he was waiting for the part”. They suckered us out of an extra 1k and did NOT fix anything. Took him hours to ”fix” it then comes back saying our pool is clogged and need a plumber.We brought in a real professional and said the pool wasn’t fixed properly. We had to pay out of pocket to get the issue fixed. So what’s the point of this warranty?? They are rude over the phone, all the people we’ve spoken to, and even gotten hung up. Save yourself the headache.

I was with American home shield for many years. Liberty home guard used to send me emails and heavily marketed me to switch. I made the call and spoke to someone. They said policy is same as AHS and others. Repair if we can or replace with same initial fee. Nothing extra. No sub clauses, paragraphs etc were mentioned about exceptions. Lower rates and guarantee that CS is American based. Now very first issue with clothes dryer. Person they sent over says its motor is bad and LHG get back to me saying they’ll replace. With only a $150 credit towards a near $1000 replacement cost. Including install. Reason: Unit is 17 years old and has $0 value. Well first of all obviously it has 0 value. It’s old and it’s broken. Then started quoting me the contract that it’s old. Never were these things mentioned to me when I was baited to sign up. And it was obviously off shore person contacting me which is another deception on part of LHG. This looks like a scam as it seems like they are spending all their money on marketing and baiting customers. I’ve had many repairs and replacements done over last 10 years. And never this level of deception, bargaining. Why are we paying the fees for

Deceitful and manipulative be very careful. After having this policy for 10 months in paying almost $1000 for it I have only called them for my water heater they are refusing to replace it because it is over 25 years old and nowhere in the fine print does it say anything about an appliance being too old. They are now claiming that they offered me $350 toward a new one but they are refusing to give me that now because I apparently waited too long. I waited on hold for a supervisor this morning for over an hour and what was disconnected. Do not trust this company do not buy a policy from this company

Update to my review from 2 months ago, after having "service" for about 6 months. We tried to cancel our policy and for a full refund. We'd prepaid ~$1900 for 5 years of service. We'd also already had a technician come to diagnose HVAC (see issue below) and paid $80 separate for that visit. Liberty offered to give us almost a full refund ONLY if I would agree to remove the bad reviewing have them on here. Highly unethical! When I refused, they gave me a prorated refund, keeping approx $400 of our money, even though they hadn't provided a cent of service. Just wanted to notify people about their bribe. Makes me wonder if all the good reviews on here and just as fraudulent. Ie: all bad reviews were "bought out". Take it away and we'll take care of you. Their attempt didn't work with me but I am sure it has for many others. $400 is a big bribe. Previous review (nov 2022) Amardeep Sembhi Los Angeles, CA They lied to us. Sales Representative BRAD S blatantly lied to me. When I signed up for warranty, I told Brad O that my house was 20 years old. He ASSURED me that that doesn't matter. Liberty would still cover everything. Sure enough, now that my AC unit has stopped working, I am told that it needs to be replaced but that liberty cannot cover it because it is behind 15 years old and has surpassed it's life expectancy. This was the question I specifically asked BRAD S but he lied just to get a sale. Don't go with these guys.

I had heard so many terrible things about Home Warranties. I thought I did a good job selecting Liberty Home Guard, not sure anymore. The first repair I needed was for my AC. It died in the heat of the summer, LHG took 2 weeks (yes, 2 weeks) to provide the phone number for the technician to schedule a visit. When we called the tech, he told us he won't take the call because LHG doesn't pay him and if we wanted him to come out, we would have to pay in full. I called my rep at LHG, shared my frustration and told her I would call my own person and I expect LHG to pay. Done. Except LHG said I did not have authority to do that and only reimbursed half the claim. They ignore the fact that their recommended rep, after waiting 2 weeks, refused to come out! I've used them a few times now, in general, you have to wait for way too long to get someone dispatched and then you have to wait for them to approve the repair once its been looked at. If you need your stuff working and can't afford to be down for weeks, I would steer clear of this company.

Situation resolved to my satisfaction .supervisors at company were wonderful to work with and seemed genuinely vesting in learning of any issues so they aptly rectify . 3 stars is ambivalent rating based on inaital assessment of 1 and customer service handling and resolution of 5.

The worst company out there. I have had to make 2 claims the first one took I believe 4 days during this time I had to leave my home because I had raw sewage in every drain in my house and they didn't care. Today, I had to make a claim because my a/c went out it is currently 110 degrees - my tech sent in a diagnosis in at 10:48 am to which I have a copy proving - they lied to me the entire day and here it is past 5pm and they are closed. Every time I called I was put off and lied to. This is exactly the same thing that happened before. I have always used Old Republic and have NEVER had one problem with them I only switched because they offered a huge discount but in the end I got what I paid for. DONT GO HERE!

We had this warranty for almost a year first time we called for a claim on our ac unit they send a company we complain about for rude customer service they said they was going to send someone else to wait on email of course they send the same company 1 the ac technician walk in to basement took ac model 2 came outside sat on the outside unit for almost 10 min 3 came back to unit with gauges sat again on the unit while on his phone walk back got Freon never use it 4 knock on door said ac had a leak and walk off never took anything apart the whole visit was 15 min on cameras Now liberty home guard 1 we called and told them the situation We was told since it was a leak it was not covered and we will hear from them with some options never heard from them 2 day 2 we call again and explain the situation they assured us that they was working on it we ask for another technician to come and inspect our unit they said we going to contact u never did 3 3rd day spoke to customer service again told them the situation told them we have proof of what we saying and how unprofessional this company was they said they will contac me at the end of the day repeated my phone number have not heard from anybody Solution we payed other company to check our ac they took an hour to inspect everything and did said they migth be a problem with coils of the unit put some Freon and ac is working my family is able to sleep no thanks to liberty home guard I will be canceling this and would not recommend to anyone

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.

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?

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.

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.