Liberty Home Guard: Read 733 User Reviews From Real Homeowners

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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.

4 years ago

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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.

4 years ago

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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.

4 years ago

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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.

4 years ago

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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).

4 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..

4 years ago

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Tyrone Brown Upper Marlboro, MD

TN: 375291135 Date May 12, 2022 I am not a happy customer. The quality of customer service and follow-up is terrible. My warranty covers my air condition; however, they want me to make a payment of 5000 and Liberty Home Guard make a contribution of 1,102 dollars in order for the repairs to be fixed. This is not a warranty, it is a gimmick! How convenient! Liberty claims to be number one in quality service, however their customer satisfaction in my experience is poor quality. Quality service is meeting and exceeding customer's expectations. Liberty has not met my expectations or exceeded my expectations. In my view, they take advantage of the consumer. The service is terrible. I am a paying customer and have been a long-time customer and the one time I call I get the runaround and no assistance. Liberty I hope you don't treat all your customers like this. IF you treat others with such poor service, I am going to do my best to address this issue so I would be the last faithful paying customer you abuse. Best regards, Tyrone Brown

4 years ago Edited May 13, 2022

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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

4 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.

4 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!!

4 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.

4 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!!

5 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.

5 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.

5 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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EASTER REPAIR

Thanks you so much Robert R Great job 👍

2 months ago Edited November 14, 2024

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Dispatch Dispatch

Clear communication, responsive, & professionalism

3 months ago

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Dylan Storts

Woodley is great to work with. Smooth process

3 months ago Edited October 9, 2024

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adams garage doors

good customer service , good communications

3 months ago

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Chris Hudson

Jeff L. has been very helpful with my needs!

3 months ago

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LatinAppliances

LOVED HIS SPEEDY PERFORMANCE IN ALL MY DISPTACH NEEDS

3 months ago

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David Ambriz

JP was very helpful and professional, thank you

3 months ago

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Da da ya!

Thank you for assistance. The advice was useful.

3 months ago

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David

Andrew S is the best great costumer service

3 months ago Edited December 1, 2024

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John Sanchez

Very polite and knowledgeable HVAC staff....

3 months ago

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Trinity Repairs

Great customer service from JP, he was very helpful

3 months ago

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Mitci Plumbing LLC

Karen A. was very helpful! We appreciate you helping us.

3 months ago

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John Villegas

Jesus G was great with our call . Great customer service

3 months ago Edited December 13, 2024

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Alysia W South Orange, NJ

I am very pleased to say Liberty Home Guard made the process of signing up and Activating my home coverages so easy. Website is super 👌 Efficient. Customer service representatives were very helpful and professional. 👏

1 year ago

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Jean DeVenney Eugene, OR

They do skier referrals than I expected. It took calling back to get someone here because the one they chose were booked way out and I needed a toilet fixed ASAP. Service call fee is fair at $85 for my plan, but read the fine print on what they do and don’t cover. I think these guys are middle of the road in that way, you have to buy add ins for larger items/systems.

2 years ago

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Steven Adcock

Ray was very helpful. I now understand why this company does so well. They hire people who actually care and do really good work!

1 month ago

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Jessica Hockett

Selenia was very helpful over the phone when trying to hash out a problem. She knew what to do and handled it quickly. Thanks for great service!

1 month ago

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Kyle Zak Peachtree Corners, GA

They must have paid people to get those high reviews. This is one of the worst companies I have EVER dealt with. It's a scam - and I wish I would not have wasted my time or money. They do not record conversations because they do not want it to come back on them that what they originally said and what happened are miles apart. Wish they had an option for 0 stars

1 year ago

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Wilma Thompson New York, NY

Anytime plumbing is always on time, and they get the job done. I have never had an issue with Liberty! Great service, great people.

1 year ago

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P -AE Evans, GA

Seems good thus far. I don't like that I had to pay my $75 copay BEFORE the tech even came out. How was I to know if they would pay and perform the claim?

1 year ago

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Stevan Gheemen Tewksbury, MA

Did Liberty Home Guard PAY for the review you gave them on your web site? This company is DISGUSTING. I am a disabled veteran and I filed a claim for the furnace in my home a month ago. They have been giving me a total runaround and claiming that the furnace is too old to repair, and that they will make a "significant contribution" to the cost. That is BREACH OF CONTRACT, my furnace only needs a part that can be purchased today from the same manufacturer, Beckett. Your review is FAKE and clearly they PAID for you to publish it! Shame on you!

2 years ago

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usha Rani Falls Church, VA

Total scam. Our heating system was not working, and we called a company to open a claim. They hired a technician who has no knowledge at all, and he messed up everything, all the wire in the air handler been cut and he left without resolving the issue. They took 3 and weeks to tell me they can’t fix the issue as their technician is not responding and they said it is out of their hands and not responding to my calls as they knew that his technican messed up . They hire under knowledge technicians to save their money. They don’t resolve any issues. Stay away from this company

2 years ago

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Valerie Alloix Sedona, AZ

On the one 1 and only plumbing claim I filled, they were not able to dispatch a plumber before 10 days. So I canceled and hire an independent plumber. They were totally useless. Now, after telling them that I didn't want to renew my contract, they still went forward and charged me 400 bucks out of the blue. I am filling a complaint. This is just bad business and deceitful behavior all the way

2 years ago

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umapada manna Reno, NV

I had a home warranty policy. There was a leak in the plumbing. File a claim, right way they took ~$80 for it. After that, they said,plumbing is in dry wall. Cutting dry wall is not covered in you policy. Ok, I paid for it. After inspection, they said only parts is covered, labor is not covered. You have to pay for the labor. For simple leak, they were giving a quote for more than $600. Basically, I am paying for warranty, so that they can give my business to someone and I have to pay everything ! Doesn't worth !

2 years ago

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Charles Horn Roswell, GA

Got to be one of the worst businesses EVER. Liberty customer agents lack follow through and our taught to tell their paying customers, it’s there fault and the customer has to pay full price. Same process for all 3 claims, in addition to the 2 claims that were denied. Oh and what’s even better is that, the customer service agents tell they customers the sub-contractors don’t represent the company but the sub-contractors pick the claims out of a pool, which technically means they indirectly represent you. This company is a joke. Absolute nightmare.

2 years ago

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Don P Jacksonville, FL

Liars,it is garbage they will slither around every claim you try to make and when you do get a (tech)to show up they B.S. YOU AND OVER CHARGE TO THE POINT THAT YOU COULD HAVE CALLED A LEGIT COMPANY AND PAID THEIR PRICES WHICH IS EHAT I AM ABOUT TO DO I HATE THE FACT THAT I CANT GET MY MONEY BACK THE THOUSAND I WASTED WITH THESE SCAM ARTIST I COULD PAY TO HAVE MY AC fixed the company always has a excuse why they won't cover something these reviews have to be fake STAY AWAY UNLESS YOU ENJOY AGGRAVATION AND WASTING TIME FN SOBS

2 years ago

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Manan Joshi Chicago, IL

This is the most cunning way of stealing hard working People’s money. Please DO NOT do any business with this company as their business is in duping customer’s. I signed a 5 year contract($3500) and ended up canceling it in 4 months because they DO NOT cover any appliances and that offered me $166 as a refund. THIS COMPANY IS A SCAM AND SHOULD AND WILL BE REPORTED TO BBB!

2 years ago

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Mariam Tsertsvadze New York, NY

Amazing customer service, and great people to work with. Every time I have an issue, they are there to assist me. Thank you guys!

2 years ago

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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 😖

2 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.

2 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

2 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.

3 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.

3 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.

3 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.

3 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.

3 years ago

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