Liberty Home Guard Reviews

I've had only positive experiences with this company. I've filed claims with them and I've always been satisfied with the outcome. I would definitely recommend them to my friends and family.

In all honest i am extremely satisfied with Liberty's Team. I’ve been with them for a couple months now, and they are so helpful and customer friendly. i recommend Liberty to all. Good WorkGuys !!

As soon as I called Liberty Home Guard to report a broken oven, they responded immediately. The next day my oven was repaired by an extremely professional repairman. Would definitely recommend Liberty Home Guard to everyone!

Spoke with Max very Knowledgeble about the problem I was having with the thermostat and explained in great detail why some days in extreme heat and humidity would continue to run until you shut it off manually. This is correct. Thermostat works well Thank him for his courteous reply

They’ve been our provider for the past few months. So pleased with their service I referred my parents and they took out a policy as well. Very pleased with the level of service they provide. Thank you!

Alex was very knowledgeable about the home warranty. He wasn’t pushy like some of the other companies. He allowed me to do my own research. I did notice that BBB had grate reviews

Simon C provided excellent service when speaking with him today at Liberty home guard. Thanks again

Simon C was my point of contact and he was really helpful. I recommend Liberty Home Guard to everyone.

Do not purchase this if you think that the labor to fix a part that is broken is included. Have never never seen a warranty service for any item that does not include labor to fix the broken part. They are basically selling a parts warranty. You find out later right after the part is ordered and then try to hit you with an exorbitant fee. I filed for my money back. STAY AWAY from Liberty, totally unethical.

Short version: I had Liberty Home Guard for 2 years, and canceled because their technician's response times were days out, approval process is terrible, and wasn't worth the hassle for me. Then they tried to bribe me with $200 bucks to give them a good review. Long version: Had Liberty for 2 years, and almost every time I had an issue around the house that was covered under my policy, I'd file a claim and take the necessary steps to get it fixed. The response time for the technicians to set up an appointment usually took a few days, followed by even more days before they could come to my house. In which time I almost always had the problem fixed before the tech even made it to my house. In my situation, we had sub freezing temperatures outside, and my furnace completely stopped working. Technician says they can't come out for at least 4 days! So 4 days with no heat and 2 young kids at home. I call Liberty and they explain I can have my own HVAC repair person come out; they just need to call the approval hotline before repairing anything. So I get my own HVAC tech out the same day, he calls to get approval from Liberty, and they tell us it may be up to 2 days before they can approve any repairs! So I pay out of pocket to get heat running again and begin the process of having Liberty reimburse me. On a roughly +$800 bill, they covered a little over $100 bucks of it, that's it! Telling me I should have gone through their approval process to have gotten more of the repair covered. So I decided I'm done with Liberty. Fast forward 8 months and I get a call from Luis **, Senior Manager at Liberty, talking about a review I had left them, and they'd like to give me some money for my troubles. At first, they wanted to offer me $200 as compensation for my difficult situation. I thought, wow that's nice of them! Well, the $200 dollars also came with a separate agreement they wanted me to sign, with a Non-Disparagement clause pretty much saying I could not leave a bad review, or attempt to persuade people from using their services. AKA a gag order, followed by Luis requiring me to change my review from 1 star to 3 before they would send any "compensation" over. In my opinion, they were trying to buy a good review. So I declined. Come to find out, the review in question wasn't even my review! Some other guy with the exact same name left a bad review! And even after all this trouble, and after telling Luis I was NOT renewing my policy, they automatically renewed my policy anyways and charged my credit card over $600 bucks without my approval. The last conversation I had with Liberty, they called offering to possibly give me even more "compensation" if I could leave them a good review. Which makes me wonder how many good reviews on here are actually bought and paid for using similar tactics. I for one, will never use this company again, and $200 bucks is not nearly enough money for them to stop me from sharing my story.

I strongly advise against purchasing a home warranty from Liberty Home Guard (LHG). Despite paying $629.99 for a warranty and an additional $125 for a technician to diagnose an issue, the company failed to provide meaningful support when my furnace broke during the winter, leaving my family without heat. The claim process with Liberty Home Guard was unnecessarily difficult and frustrating. Despite paying them $754.99 ($629.99 for the warranty and $125 for their technician to diagnose the issue), LHG used the fine print in their terms and conditions to justify offering either $1,000 toward one of the lowest-quality HVAC systems from their suppliers as a replacement for my top-of-the-line unit or a mere $200 if I sourced my own provider and unit. They cited a lack of maintenance records—something I, as a recent homeowner, could not obtain from the previous owners—effectively penalizing me for something entirely out of my control. This requirement is not only impractical for new homeowners but appears designed to exploit a contractual loophole to avoid fully paying legitimate claims. While their agreement explicitly allows for reimbursement at their discretion, LHG refused to honor their $2,000 coverage limit and instead relied on technicalities to minimize payouts. This leaves customers like myself to shoulder the financial burden for critical home repairs. New homeowners beware—make sure you read the fine print in their contract and have maintenance records for all covered items, or you risk being denied meaningful support. After the denial of increasing my reimbursement, I left a negative review on Consumer Affairs, which prompted LHG to call me and offer an "elevated refund" -but only if I signed a "settlement and release agreement". This behavior demonstrates their prioritization of silencing dissatisfied customers over providing the service they promise. LHG promotes itself as a customer-focused company with comprehensive coverage, but my experience has been the exact opposite. Their business practices are misleading and exploitative, prioritizing profit over customer well-being. This lack of support in a time of urgent need has caused significant financial and personal stress for my family. I am currently filing formal complaints with the BBB and the North Carolina Department of Insurance to hold Liberty Home Guard accountable for their failure to show empathy and act ethically in a time of need. I strongly caution anyone considering this company to look elsewhere for a reliable and trustworthy home warranty provider.

Alex C is great! He is always competence and helpful. He makes everything easy and is quick to solve any problem. I really appreciate his help and highly recommend him!

RAY WAS WONDERFUL TO WORK WITH. HE WAS GREAT AT EXPLAINING WHAT THE JOB ISSUES WERE AT GETTING THE JOB SENT OVER QUICKLY. IT WAS A PLEASURE WORKING WITH HIM.

All I have to say is Ronald S, and Franklin A. Are just so wonderful to work with. If you have any issues they will be there to help you through the whole process.

Ronald S did a great helping us with our company. Made sure we were up to date and had everything we need to operate as a company with LHG efficiently.

Liberty Home Guard is top notch. Their systems and processes are top notch. Great communication. Jeff L was professional and made my experience amazing.

Abby Reyes is one of the best, she has excellent customer service skills.Thank you for all your assistance Abby. Much appreciated. Fiona @Harmony Contracting LLC

Selenia C Thank you very much for being kind and incentive to my needs to get our customer taken care of with your professionalism and great customer service

Woodley L. was outstanding and incredibly helpful as a vendor for your team. I genuinely appreciate how seamless and efficient it was to get things done. Thank you!

I spoke with Olivia C today, she is awesome! She is very nice and kind and she made sure I didnt have anyother concerns before we hung up. She is doing a great job! Kevin M

Woolley was a very helpful agent I’ve spoken with within the LHG network. He was very helpful & solved any problem and question I had with repairs work orders , Thanks!

Woodly is amazing to collaborate with he’s always positive and always helpful. On top of the way he wakes it a very smooth transition to handle the tasks at hand.

Jeff Luna, Great servie when working with him, Fully recommended 100% jeff and JP both fantastic fellas, Always put our team as a priority. -USAPLUMBING

Had excellent service from the customer service reps such as Galileo G., who always make the process fast and easy. Not to mention they are always kind and helpful.

My AC went out so I filed a claim with LHG. After 6 days they could not find an AC tech. LHG called and emailed me several times telling me if I used the reimbursement program, where I find a tech and LHG reimburses me. I finally decided to do the reimbursement. I called a local tech who came the same day and diagnosed the issue. I then called LHG and they spoke with the tech who informed them of the issue and the repair cost. LHG approved everything. The repair cost $500. shortly after LHG resolution department contacted me and informed that they would only "reimburse" me $250. as per their policy. Prior to accepting the do the "reimbursement" program I asked the specifically if they would "reimburse" Me the full amount. LHG informed me that once approved, they will reimburse me the full amount within one day. Everything was approved, I did everything in accordance with LHG guidance. and they refuse to reimburse me the full amount. DON'T trust them & DON'T purchase a home warranty from this company.

Abigail M Today I was assisted by this very professional and very polite young lady. She answered any questions I had and helped me a lot. Liberty has great, great staff.

LHG sent tech out to inspect HVAC that wouldn't heat. Tech recommended full replacement. LHG quoted equipment and installation. I paid LHG their requested amount. After payment I was told that the carrier equipment I'd paid for wasn't available and they switched me to goodman. Fast forward months and tech arrives to perform installation of replacement 3 zone system. 14 hours later tech leaves and immediately threatens to take a lien out on my home for work that wasn't completed. Liberty chose to pay tech even though work wasn't marked as completed and I'd literally called them to verify that as well. Now LHG is refusing to finalize the installation their provided tech never finished and are taking months to finalize a "dispute". LHG has asked that I pay an additional $1700 to finalize the installation I'd already paid for because the technician they chose to use wasn't licensed in the state I'm in and they paid the tech prior to work being completed. Instead of taking accountability for their actions, they instead expect me to cough up another nearly $2k for an installation that was done incorrectly, could be damaging my equipment AND is damaging my home through excessive moisture generation due to improperly sealed and insulated equipment and ducting. Worked with LHG for months to try to get them to finish the install to no avail. Caveat Emptor. VERIFY the license and insurance information of any vendor they send to your home. I only found out about this after I was forced to contact the HVAC board to try to get additional information. The tech provided by LHG wasn't licensed and LHG has refused to provide his license or insurance information now for more than 3 mohths.

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.