Liberty Home Guard

Emily from Liberty Home Guard was very helpful. She offered to help us navigate the online portal the first time so we could learn how to use it (and not have to call in, in the future). She helped us submit a claim for our oven, and then checked on her end to ensure it all went correctly. She then personally went into their system and found a contractor who was going to be around our home the next day. The next day the contractor arrived and determined the oven should not be repaired. They followed up and let me know that a new oven should be arriving at our house the next week and that this same contractor would be back to install it. Our new oven was installed the next week and Liberty Home Guard followed through on their plan to the tee.

This is the first time I have had or used a home warranty, and Liberty truly delivers a stellar performance. Their customer service representatives were an absolute pleasure to speak with, the answer my call quickly, spoke english fluently, knew the product inside out and made me feel comfortable the whole way through. The repair man who showed up to take care of the issue even spoke highly of them, it seems he and his company held this company in high regard. I will be renewing my contract next June and will have Liberty’s plan as long as I own my home. Thank you for great service, it is a pleasure to work with you.

I am a new customer and my agent Brad had to put up with a lot as I was going back and fourth. His professionalism and patient attitude were fresh air compared to the rude unprofessional agents I deal with on a daily. He is one that cares about taking care of his clients, rare in these days of Covid-19. I have some health problems and thought this would be a stressful process as dealing with most things seem to be these day . But Brad made this process stress free. i want to thank you Brad for all your held and I feel comfortable coming to you in the future and recommending my friends and family to you also. Thank you Brad for all your help. I can be contacted for further comment if necessary. Also one last note I was going to go with American Home Warranty but after talking to Brad decided against it and I feel very comfortable with my desision. William T Cunningham New customer

Horrible. I needed service on my garbage disposal. Paid my $75 and repaid said not repairable. Liberty has said they will replaced the uni It but not the labor. What’s the sense of having a warranty. I did have a warranty with Sears and they do did cover parts AND labor. Do not use. Check someone else out. Update. Aaron contacted me regarding this problem and I have to say he went over and over to help us. They have agreed to pay for installation and cleared up the miscommunication between me and the first gentlemen I spoke with. It’s my first claim and as dissatisfied I was in the beginning so far after speaking to him I feel I make the right choice. Thanks again Aaron for your help

Have only had the policy for a few months and boy, am I glad I do. Both fridge and a/c decided they were going to give me attitude and stop working... within a few weeks of each other. I think it's a conspiracy among my appliances but what they don't realize is that I made the best decision for a homeowner and that was to go with Liberty Home Warranty. Too bad for them! I did my homework before and absolutely certain that I went with the right company. How many companies do we as consumers deal with that every time you contact them you get a different person? Not so with Liberty. Every time I call, my personal csm answers the phone and knows who I am. That's really good refreshing. Jason is awesome and goes out of his way to make the whole experience as painless as possible. Don't look any further... I've done the research for you. If a company's only con is that they are not nationwide, then that says it all right there. Go with them... you won't be disappointed.

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

Jake from their team was an absolute star in getting me coverage for my AC. Liberty ended up covering $4,400 of the cost to replace it! More than double their cap! I can't thank Jake and the Liberty Home Guard organization for covering me and going above and beyond in providing us coverage.

The contractor they sent my way arrived within an hour and fixed our dishwasher in 45 minutes. I feel fortunate I ended up with Liberty Home Guard as the home warranty company my realtor purchased for us. We’ve saved a lot of money through them and I do find using them is easier than finding people ourselves.

I’m writing this review for Bernardo. He’s gotten me more coverage than what the policy entitled me to, now on three separate occasions for three separate claims. And for the latest claim, he helped get me my new fridge within a week. Well done Bernardo!

They were able to schedule me with a contractor hours after I filed a claim for our oven. He came, he saw, he fixed it! The job was all done in less than an hour and they didn’t play games when it came to coverage. I strongly recommend them. They are a cut above my previous home warranty company, American Home Shield..

We were impressed by their coordination. Whenever we called in the agents did a great job anticipating what we were calling in about and being proactive throughout the process. We had a roof leak and Liberty had a roofer at our house same day. Hassle free claim process and they don’t try to give you grief over the fine print.

All our upstairs outlets stopped working, and I am writing this review because Liberty’s team did a great job in fixing them. The electrician they sent was really great also. I’m happy to say that my outlets are now working well, and I am overall very satisfied with the level of support I received. No comparison at all to my last home warranty provider.

Liberty Home Guard provided us with outstanding service on our last claim. Our water heater broke and we called them around 1 pm. A technician was at our house three and a half hours later. He diagnosed the water heater and recommended replacement, which Liberty agreed with. 2 days later, we had a brand new Rheem water heater installed in our home. with a tech arriving at 4:30. By far the best home warranty plan that I have ever had.

The plumber that Liberty Home Guard most recently sent was fantastic. He fixed my kitchen sink really quickly and then of his own accord went around the house to check the others to make sure none of those sinks’ parts needed tightening or any other adjustment. Also, during the course of checking everything he cleaned each sink, and the pipes underneath, leaving them cleaner than he got them. If you’re someone that only wants to deal with the highest quality service professionals, then the only home warranty in my view that can meet that high bar is Liberty Home Guard.

Liberty Home Guard really impressed me when we had an issue with our washing machine. They actually upgraded with the one they replaced my broken one with. They even followed up after the claim was over to ensure that we were happy with the new unit and that everything was working properly. Liberty did all the work throughout the entire process. I do very much recommend them as they have proven to be honest and reliable.

Michael, from the Liberty call center worked with us hand in hand during our last claim. Frankly, the experience has been totally unlike any other I’ve had with home warranty companies. I’m regularly getting text messages from them with updates and it is super easy to get them on the phone if I need to speak with them. They were not pushy. Instead they were informative and professional.

The agents I’ve spoken with at Liberty Home Guard have consistently impressed me. I don’t remember all their names but I’ve never spoken with anyone there who gives me the run around or tries to shirk their responsibilities. They’ve handled all my claims in a jiffy and they follow up after to make sure you're happy with the results–thank you Emily! All but one of my repairs were fully covered by Liberty and that one uncovered one, they paid out half the cost as a courtesy, still saving me money. Thank you!

Over the past 3 years I’ve submitted 5 claims with them. I’ve had 2 of those claims take longer than two weeks. One was for a full Air Conditioning replacement and I saved about $2,000 on that because of Liberty. The other was for our refrigerator and the unit was backordered. Besides for those 2 claims taking longer than I would have liked, the other 3 claims were not only covered but also all handled within 4 days. Even though they don’t have a perfect record I’m still giving them a positive review here because I know they’re a company that gives a darn about their customers.

I called to submit a claim and was connected with Brian on the Liberty Home Guard team. About 45 minutes after that conversation, he called me back letting me know that they were actually able to get a heating technician out to my home that very same day due to another job being rescheduled. The technician showed up on time and did good work. He took care of the terrible noise we were experiencing and explained to us how we can avoid it happening again in the future. 5/5. I sincerely appreciate all that you do and have done for me and my home.

I spoke with Lauren who handled my last two claims. She is both dependable, very smart, and always easy to communicate with. Submitting a claim is quite easy with Liberty, and in these past two cases, she responded very quickly. The last claim was for a pipe that was clogged and Liberty had the entire job done in about 40 hours. Based on my last two experiences, I'd highly recommend getting a coverage plan with Liberty.

Last time I filed a claim, I had someone at my door within 48 hours fully prepped with all spare parts. I know because the control board needed to be replaced (according to the tech) but he said that Liberty already gave him all the information about the unit so he knew what components to bring, again this is what the technician told me. It is always a breath of fresh air to work with a company that takes their clients’ needs seriously and solves problems.

I am delighted with how the recent repair of my oven went. I submitted the claim because it was not heating up. The customer service agent asked me a few questions and three hours later a repairman was at my house to take a look. He said he brought a bunch of spare parts and he was able to switch the heating element out right then and there. Within 4 hours of calling Liberty, even though my oven was experiencing a major issue, they had it up and running perfectly again. Well done.

Customer service team is polite and respectful. They process claims quickly and cover claims fairly, which is infinitely more than I can say of the past two home warranty companies I’ve had. I’ve had one claim that went uncovered, which was understandable because the issue began before the policy started. Otherwise the claims have been covered.

When I called to register a claim because under my sink was leaking, I got on with a representative named Michelle who was very competent. She asked me a few questions and took detailed notes, which I know she did because the plumber who arrived actually told me that he knew everything he needed about the issue without asking me anything because he had such detailed notes from the “intake rep”. The whole claim took two days to resolve, which in my experience, is extremely fast for a home warranty company. Thank you Liberty Home Guard!

We have been loyal customers of Liberty Home Guard and are on our fourth year after renewing our policy three times. We’ve submitted about a dozen claims and while not all were perfect, or covered for that matter, I can confidently recommend them. First off, compared to other home warranty companies the difference is night and day. They process claims quickly, again generally, and they almost always have saved us money on the work they’ve facilitated. I think to date, we’ve saved over $6,000 since signing up. Their policy definitely has value to me and my family.

Once I submitted my claim through the portal, Simon called me right away and asked me a few follow up questions to get a clearer understanding on the issue we were having with our refrigerator. Once we were done, she told me that the repairman would be at our house the next day. As promised, the repairman came on time and fixed the issue on that first visit. The repair was covered in full so outside of our deductible we did not have to come out of pocket.

I am very satisfied with the service Liberty Home Guard provided us. They replaced my refrigerator within two days and made sure everything was working properly. Abigail in their customer service department was sweet and did not keep us waiting too long on the phone when we had a question on our claim. It is nice to finally have a home warranty service we can rely on.

Wonderful service with extremely competent and helpful staff (thank you Abigail). On my first claim, it took less than 24 hours to get it all sorted out. They replaced my dryer and it didn’t cost me a dime besides for my $100 deductible. I am very happy to recommend Liberty to others and certainly plan to be using them again next year. Thank you to everyone.

Another claim handled well by Liberty Home Guard. They replaced my Oven but it broke again (I think because of the wiring in my home). But when it needed to be replaced agin, not only did they cover it but they sent an electrician to check the wiring and also covered that work. Easy to use service and no nonsense with their coverage, which is why I’m giving them five stars.

Within two hours of speaking with Liberty Home Guard’s customer service agent Brian, their technician arrived at our home. We absolutely did not expect it to go that fast, in fact we were away and the technician politely waited around for 15 minutes for us to get back home, after he called us to let us know he arrived. He took care of our dryer in that first visit. Definitely a positive claims experience with them.

My microwave broke and without even needing to send a repairman, Liberty Home Guard ordered me a new microwave and had it at my house two days later. They also made sure to have a repairman at my house the day the unit arrived so that they could facilitate installation. Gabby did a great job following up with me after the claim which I appreciated from them, checking up on me and confirming everything. I appreciate a thorough approach when it comes to a service I subscribe to.

Just wanted to say thank you to Lorraine who helped resolve my claim. We had an active leak and I needed someone over to my house STAT. I spoke with Lily who was somewhat helpful and I’m grateful she got me on with Lorraine, her supervisor who was able to help be get my claim expedited. Luckily the issue was completely taken care of that very same day.

I’ve had an Appliance Guard warranty with Liberty for the past 4 years and so far it has been smooth. During my tenure with them, I’ve had my oven, refrigerator, and dishwasher replaced. All in, saved $1,400. Every time something breaks - Liberty has been there standing behind me. They’re product is cost-effective and practical. I plan to renew this year for the fourth time.

I’ve had 8 claims so far with Liberty Home Guard (I have 2 properties covered with them). For each claim and each property they’ve done a great job providing service. Some claims they are able to resolve within days, and other more complicated ones within weeks but I’ve saved a ton in terms of my own time and money. I 100% will renew with them when my policy expires next year.

We have really high end appliances and my friend recommended we go with Liberty Home Guard as they had done a great job with her Subzero fridge so we did. 3 months after signing up with them, our Viking Oven broke and we submitted a claim. They had a Viking Certified repairman at our house two days later. Unfortunately his prognosis was that the oven would need to be replaced. I called Liberty and they said they would make sure to get us the best rate possible and provide the full amount of coverage under the contract. We ended up saving $5,000 on the new oven!

They are persistent and not afraid to communicate with you and follow up even if it is bad news. On my last heating claim they had a repairman assigned to me within the first day but the next day I got a call that he had to cancel. They told me that I was free to choose my own technician of my own accord, which I went ahead and did. I had that technician call them after diagnosing my unit and Liberty approved the $500 repair in full.

We submitted a claim on our refrigerator. Turns out the issue was quite simple and we just had to unplug our refrigerator for a reset to then let it thaw. The technician that Liberty sent us gave us some great additional advice on how to maintain our fridge and troubleshoot if there are any issues with it in the future. After letting the fridge be unplugged for a day, it was good as new.

We had a sink that was clogged up. Crazy as it sounds, within an hour of me calling in, there was a plumber at our home. Jake explained that they had someone in the area and he was going to see if he could redirect him after his job to come to our house. Super convenient and pleasant first claim experience. I hope this standard of speed and service continues on our future claims.

I am happy with their level of service on the 3 repair jobs and 4 replacement jobs Liberty Home Guard has facilitated on our properties. On our latest claim, which was for our refrigerator which just needed to get repaired, Liberty’s team had it working within 18 hours of our initial call. We will continue to recommend Liberty to all our friends. I also want to mention that Jasmine has been very supportive and helpful for 3 of these 7 claims, so I want to express my gratitude to her as well.

I have been happy with Liberty Home Guard every time I’ve had to interact with them, whether it was for a claim, to add a new property, or just for general questions/items (such as updating my billing plan.) Their service provider partners also seem to be more organized than other companies I’ve used. I also want to mention that Lorraine from the Liberty Team has been super helpful and always seems to be available when I need her help. Thank you Lorraine and Liberty Team!

Had a problem with my oven that was addressed and fixed in 3 days. Two months prior to that, I had a problem with the hot water in my house and my system had to be fully replaced. It took Liberty Home Guard 8 days to get the new heater to my house and installed, which was not so bad. The platform that Liberty Home Guard provides its customers is very user friendly. Overall I am happy with their service.

The tech arrived 30 minutes later than the appointment was set. However, based on my experience, usually technicians are pretty tardy so I actually think that arrival time is pretty solid. He checked the garbage disposal and informed me that I needed a new one, which he had in his car. I will circle back as I have more claims and update this review.