Liberty Home GuardReviews 61

I was humiliated by the amount of funds offered by LHG to reapir my HVAC. After my HVAC was inspected by a certified HVAC technician, who have over 20+ years experience in this field, the resolution center offered $550 for repair of my unit. They told me the issue was not covered in the policy. The issue was one of the most causes for HVAC replacement. This is the quote I receive in the email sent from the resolution department:
Goodman 14 SEER Air Conditioner 2.0 TON R410A # GSX*******
Goodman Cased Coil: Upflow/Downflow, 2.0 TON, 14" # CAPFA2418A6
Installation Services
Subtotal $5907. 84
LHG Contribution ($450.00)
Total Due (out-of-pocket) $5,457.84

After speaking with the account manager about the insufficient funds to complete my HVAC replacement, they offered $100.00.
Sad to say, I was referred to this company and I must say I was mislead. This company is the wrong choice for assisting homeowners in accomplishing repair of major household appliances/ major equipment. I cancelled my warranty with LHG. THIS IS NOT BENEFICIAL FOR HOMEOWNERS.

I have used almost every single home warranty company in the USA, and this is the WORST. They have arbitrary caps on service calls, do not cover labor costs, and their contract cancellation guarantee is a total scam. I have never been this upset over a company in my life. Horrible RIP OFF scam. I am extremely dissatisfied with this garbage company. DO NOT USE

I would give Liberty Home Guard 0 stars if I could. Starting with customer service. My son and his wife have twin 3 year Olds and a baby. When their AC went out, they called Liberty to access their warranty. While heat climbed over 100 degrees for several days, they were given a complete run around. Told more information was needed from the adjuster. The adjuster spoke to the company several times giving them the same info over and over and still nothing was done to get their AC fixed so they could be in the house comfortably. On several days they were told they would have a phone call by the end of the day and no call came. This went on for 2 weeks during weather with temperatures over 100. When the company finally got back to them it was to tell them they would only cover $200 of the $5000 it will take to replace it. Hidden in all of the paperwork was some very small print that negated the replacement of their AC. This company has no honesty, compassion, or integrity. They will take as much time as they can to find a way to get out of upholding the warranty that trusting people buy thinking they are being covered by a company that stands behind what they say. DON'T WASTE YOUR MONEY ON LIBERTY HOME WARRANTY. THEY WILL RIP YOU OFF.

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

This Company is a Scam. Liberty Home Guard LLC is a scam. I purchased a policy for one year. Heater were covered in the claim, but they went internal and stated the part that fail was not covered. They never gave a break down on internal parts of a heater not being covered.

Liberty Home Guard has figured out a loophole on every appliance to avoid paying for the repair.
From a leaking water heater to a oven thermostat, they know the most common repairs for each appliance, so they can avoid paying for the repair or replacement.
They are not worth paying for. Go buy a lottery ticket to pay for your repairs. You have a better chance of getting paid.

Jordan Marks responded to me quickly, answered all my questions and was very professional and courteous. Liberty Home Guard has more flexible coverage than the other companies.

I have owned many properties in the past all had home warranties, of all Liberty Home Guard is the absolute worst. Not only is the customer service sub-standard but you constantly get the run around when calling for service. On 7/15/2021 we start having a issue with our hot water tank so on the next day I called the company to establish a claim (we where totally out of hot water) I was informed that a technician will contact me to come out and diagnose the problem. I informed the rep that I am a disable veteran and it is essential that I have hot water. On 7/17/2021 I contacted LHG to informed that I still have not been contacted and they supplied me with a number of a company who then informed me that he cannot come out until 7/20/21
( 4 days now without hot water) He finally showed and informed me that tank need to be replaced due to electrical issues inside that tank that causes it to short out and not produce hot water. He stated that LHG will be informed of his findings. He also stated he will be submitting his report once he got back to his truck (electronically). Two days past with no response so I called LHG to find out the status only to be told that it is under review and will take another 24 hours (now 8 days without hot water) On 7/23/21 I called only to be told that they have not received the report from the tech. On 7/26/2021 I called and ask to speak with a supervisor or manager and was told that none was available, but they had received the report and it was denied stating that the tech said that there was rust in my tank, which is not what the tech stated to me. So I called the tech and he stated that is not what he reported and ask me to have them send me a copy of the report. I then reached out to LHG who stated that they did not have a written report that it was verbal. The bottom line is that only after filing a complaint with the BBB and contacting my lawyer are LHG willing to ask they put it re-evaluate my claim. Save yourself the aggravation do not fall for the hype this is a very poorly ran company with no morals of messing you over its customers it's all about YOUR money. As of this review its been 12 days without hot water.

Never buy Liberty Home Guard for your warranty. They play tricks on customer. Our AC unit is down reecently and we file a claim but they decline to fix or replace cause the technicain can't find the part. All they are offering is $250 asking us to deal by ourselves. What we are asking is to get the AC unit functioning especially now it's summer time. They ignore our request and we have made many phone calls to communicate but all what we get is they can't do anything to resolve but the $250 for a part not exsiting now even they know we can't do anything about the AC with the $250. We have been their customer for the 2nd year and this is how they treat their customer and have no capability to fix issue.

If I could give a minus 5 stars, I would. I purchased a policy covering my appliances, hvac system and partial roof coverage. I paid almost $600 for the policy. Two months later my built-in microwave (microwave/oven) quit working. I contacted Liberty Home Guard who immediately charged me the $75 service call fee. I waited a couple of days for the repairman to come. My husband called to see when they would be coming and instead they asked for the brand and model # of my microwave. He provided that and asked when a repairman would be coming. Several days later we got an email that our appliance was more than 13 years old and that they would pay up to $225 to replace the microwave. They sent several models that were equitable to what I had. The lowest priced one was $2500. I have called to discuss the lack of a service call and the denial of replacing the appliance. I'm always told that they will tall to the manager and will either call me or email me. That never happens. When I called the next time I asked to talk to the manager directly and she said she will talk to her boss and see what they would do. She told me she would email me the information within 24 hrs or on Monday at the latest. One week later I had not received anything. So I called again today and asked to speak toe the manager Elizabeth that I had talked with previously. They put me on hold for over 10 minutes and then told me she was too busy talking with another customer and that they would send me the info by email today. I asked for a refund of my money for the policy and the $75 service call fee that never occurred. Time will tell but I don't have high hopes. PLEASE HEED MY PLEA AND DON'T WASTE YOUR MONEY WITH THIS COMPANY. THEY ARE SCAMMERS!

I start by saying I would much have preferred the full replacement of my unit, however, I encountered Elizabeth who was very pleasant, helpful and went above and beyond to provide as much support with my leaking water heater. She has a calmness about her that's well appreciated in these stressful times!

Beware! They will promise you the world and then disappear, not reply to emails, or provide you a repair person or technician who is no longer contracted with them. I've used 4 different home warranty companies in the last 10 years and Liberty is the absolute worst. If there was a rating of zero stars, they would get it. So far, I've tried to file a claim on an air conditioner, a rekey, and a dryer. They have failed to provide solutions on any of these issues. Total waste of money. Feel free to reach out to me directly for specific details if you are considering this company.

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.

After being called numerous times I decided to try liberty after hearing some complaints from my clients about warranty co charging fees to go out plus $600 or so a year then not covering the items they say using loopholes in the contract mine was my ac went out ant they had 3rd part check out. It'd cost $300 to fix which they would approve $900 because we didn't have yearly maintenance records mind u we've been in home original owner 13 years and the company they hired to inspect i was told by the cause of the issue was just worm part and then claiming no records was like saying i got a flat because i didn't change oil. So in this case nothing in your homes really required to be repaired if they haven't made enough $$$$ you'll oay every svc call and every yesterday but hour nothing breaks over a few $$$ which 90% of svc calls would cover stay away at all costs!
I was warned by another agent but they seemed convincing on phone!
It's all about making them $$$ and getting out of paying if you have an issue!

Most home warranty company's exclude breakdowns that are a result of rust and corrosion, and at first, when I saw that exclusion in liberty's policy I was worried because my AC unit broke down and was showing some rust and age. Liberty could have easily used rust as an excuse to not provide coverage but they operated with complete integrity and identified that since the rust didn't precipitate the issue this was a covered breakdown. Liberty Home Guard paid $1,100 to fix my A/C!