Complaints

This profile includes complaints for Liberty Home Guard's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Liberty Home Guard

  2359 Route 33 Robbinsville, NJ 08691

• 

  Liberty Home Guard

  1202 Avenue U # 1061 Brooklyn, NY 11229

• 

  Liberty Home Guard

  1101 Avenue U Ste 1 Brooklyn, NY 11223

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Liberty Home Guard because there was a burst pipe in my basement. At first they thought it was a roof leak and proceeded to charge me an additional 12.00 on my monthly payments to "add" this to my policy when I told them up front that this was a ceiling leak in my basement.
  They finally got around to sending someone out to "diagnose" my problem. This was done quickly. But they did not diagnose the problem correctly. They didn't even open the ceiling to find where the water leak started from. They proceeded to set up another appointment. That contractor set a time between 8 and 12 noon. They couldn't show up during that time. They called and said they would be out before 1pm. They didn't make that time. hen wanted to change the date. I called customer service and they said they would find another contractor. After about 3 weeks they finally found another contractor to come out. They told me they would pay them directly. They lied and I had to pay that contractor for a "diagnosis" out of pocket. Every call I have had with this company I have told them it is not a roof leak. They assured me everything is still covered each time. They also said they could not change the type of claim it is because that's how "their system works." They finally got a diagnosis from their direct billed third contractor. 2 full months later, they then proceeded to call me and I missed the call. I logged in online and now they had finally changed the type of leak (that they lied and said they couldn't change) to a plumbing leak (I have been telling this the whole time). On this call the "Account Manager" said that because its is set up as a plumbing leak now their cap on this repair is 400.00. She said they 100 left on the cap that they would pay. I asked for a manager. she said she would have someone call me. I asked to wait on hold and she was very rude and said "no, that's not how it works." That was the last thing they said to me.

  Business Response

  Date: 07/12/2025

  Dear BBB,
  
  We appreciate the opportunity to address *** ********* concerns and provide clarification on the resolution offered.
  
  Upon receiving the claim, our team worked to coordinate an appropriate technician to assess the leak in *** ********* basement ceiling. While initial efforts focused on the potential for a roof-related issue, the claim was later correctly categorized as plumbing. Once this was updated, we applied the remaining balance of her plumbing coverage ($100.00) toward the total $480.00 repair cost.
  
  In addition, although Liberty Home Guard had already paid $200.00 toward a prior technician’s visit, we extended a further accommodation and reimbursed Ms* ******* $99.00 for an out-of-pocket diagnostic charge. This brought the total reimbursement to $199.00, nearing the annual plumbing coverage cap.
  
  To further resolve her dissatisfaction and as a gesture of goodwill, our Customer Success team offered Ms* ******* an elevated refund of $175.00. She accepted this offer, and our Compliance Department is preparing the agreement needed to process the refund. As it typically takes a few business days to finalize and dispatch the agreement, we anticipate it will be sent to Ms* ******* by Monday.
  
  We trust this demonstrates both our adherence to the policy terms and our commitment to resolving customer concerns amicably.
  
  Sincerely,
  Liberty Home Guard Compliance Team
  ****************************

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* * *******

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have assisted in the purchase of 30 home warranties with this company. The two times we've actually tried to use them, they have been ZERO help. This time we put in a claim on 6/4. First they sent out a technician who said ZERO left. Several days went by and we started nagging the company for updates. They CLAIMED they were waiting on more information from the technician but guess what?!?! The technician called them and when we asked him how they call went he said, "they didn't need any more information from me". 16 days later and the company has still done NOTHING. We paid extra for roof repairs yet all they're offering us is the $125.00 trip charge/claim fee back. I'M VERY DISAPPOINTED AND WOULD NEVER, EVER RECOMMEND ANYONE PURCHASE FROM THEM AGAIN.

  Business Response

  Date: 06/28/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention.
  
  Please note that while this complaint was submitted by Ms. ***** ****, she is an authorized user on the policy and acting on behalf of the policyholder, Mr. **** *****.
  
  This claim pertains to a roofing issue, which falls under the Limited Roof Leak Coverage included in Mr. ****** plan. As outlined in the terms and conditions of the agreement, this specific coverage applies solely to minor patching or sealant-related repairs. Full or partial replacements and structural work are excluded under this benefit.
  
  Nonetheless, in an effort to assist and demonstrate good faith, our ********************** offered a $125.00 reimbursement as a courtesy. When Mr. ***** indicated he preferred to proceed with his own technician, we transitioned the claim to a reimbursement and provided clear instructions on submitting the required documentation.
  
  This reimbursement offer remains available, and we are happy to process it upon receipt of the applicable invoice.
  
  Sincerely,
  Liberty Home Guard ************************start="1258" data-end="1261">************************************************************

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in to get information about a home warranty through this company. The representative was nice and supposedly told me everything I needed to know. I was told I would be charged $650 yearly for the policy and $80 per claim filed. Not a problem. When I needed to file a claim, I called in and paid the $80. My appliance was never fixed so I called back and they told me that I needed to pay for the installation. I was blind sided and taken back because I already paid $650 for the policy which should have included everything to fix the problem. I asked to cancel and was told I would get a call back in 1-2 business days. No one has called and I call everyday and they tell me they escalated my concern and I have yet to hear from anyone or receive my refund. I checked their ****** reviews and they are scamming everyone in the same way and this is not ok!

  Business Response

  Date: 06/28/2025

  Dear BBB,
  
  Ms. Shanese Hudson filed a claim under her Liberty Home Guard service agreement. Following the technician’s diagnosis, coverage was approved for the necessary parts related to the failure. However, installation services are outside the scope of coverage under the terms of her policy.
  
  Our Resolutions Department still extended a goodwill contribution toward the non-covered portion in an effort to assist. Due to Ms. Hudson’s continued dissatisfaction, our Customer Success team reached out directly to further evaluate the matter.
  
  To bring this to an amicable close, our team offered an elevated refund of $500.00 as a courtesy. Ms. Hudson accepted this resolution, and the refund check has since been issued.
  
  We appreciate the opportunity to address Ms. Hudson’s concerns and believe this matter has now been fully resolved.
  
  Sincerely,
  Liberty Home Guard Compliance Team
  [email protected]

  Customer Answer

  Date: 07/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23496929, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Shanese Hudson

• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home guard policy with Liberty Home Guard THG12104049202350021. I filed a claim for my central air unit to be checked because it was not cooling and was leaking water down from the ceiling. The claim was filed on 6/1/2025. Per their contract I should have had this checked with in 48 hours. I had my check up rescheduled three times and just today 6/16/2025 a technician showed up and checked my unit and advised that I would need to pay $405 for the repair. This is after the $150 deductible that I already paid and paying for my policy for over a year in which I had not made any claims for this appliance. I called *** and was told by a person named **** **** who stated he was the manager that there was nothing I could do and had 15 minutes to decide whether to pay the fee or he would close the claim and list it as resolved. He said there was nothing else they could do and did not care about the reschedules, nor about my business and said if I had any complaints to bring it up with someone else. This company and the products they are offering are a scam and taking advantage of hard working people making the. Believe they are covered when in reality they are only out to take your money and not help when you really need it.

  Business Response

  Date: 06/25/2025

  Dear BBB,
  
  Ms. Verazzi submitted a claim concerning her central air conditioning system, which initially experienced delays in technician scheduling. We sincerely apologize for the inconvenience caused and appreciate her patience throughout the process.
  
  Upon technician diagnosis, it was determined that certain components of the repair involved labor and parts not typically covered under the policy. However, in light of Ms. Verazzi’s longstanding relationship with Liberty Home Guard and the service challenges she encountered, our Resolutions and Customer Success teams intervened to provide a full coverage exception.
  
  We also adjusted her policy costs as an additional courtesy and confirmed a follow-up service appointment to complete the necessary work. Our team will continue to oversee the case to ensure all matters are resolved to her satisfaction.
  
  Sincerely,
  Liberty Home Guard Compliance Team
  [email protected]

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Liberty Home Guard when my hot water heater was leaking. The first representative said I should submit a claim after I had the hot water heater replaced and to be cautious not to buy a overly expensive unit I submitted the receipt and my claim was denied. I spoke to a representative on May 28th who said they were offering me a courtesy credit of $150 and I asked to have $85 claim fee reimbursed the representative said he would reimburse me the $150 plus the $85. Today June 5th I spoke to four Representatives including a supervisor named **** who refused to refund the claim amount of $85 which was promised on a recorded call

  Business Response

  Date: 06/19/2025

  Dear BBB,
  
  We appreciate Mr. Butler for taking the time to share his experience, and we welcome the opportunity to address his concerns.
  
  This complaint was received by our Compliance Department on Friday, June 6, 2025. Our team promptly reviewed the matter and reached out to Mr. Butler with a resolution on Wednesday, June 11, 2025.
  
  Mr. Butler submitted a claim regarding his water heater, which he had already replaced using a technician of his own choosing. After receiving the necessary documentation, our Resolutions Department approved a courtesy reimbursement of $150.00.
  

  Additionally, in response to Mr. Butler’s expressed dissatisfaction, and although not required under the terms of the policy, our Customer Success team extended a further courtesy refund of the $85.00 processing claim fee.
  
  We are pleased to confirm that both the $150.00 and $85.00 reimbursements have been approved and processed.
  
  Sincerely,
  Liberty Home Guard Compliance Team
  [email protected]

  Customer Answer

  Date: 06/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23432069, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Keith Butler

• Initial Complaint

  Date:06/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/23/25: Liberty Home Guard contracted ******** **** to diagnose A/C issue. Service tech stated the compressor failed and there was NO leak. The tech stated IF there was a leak, his meter would show at 0 rather than 20 PSI.5/28: Liberty Home Guard sent email with complete ***lacement of A/C unit. Recommendation included an entire new unit at $9,953. Their portion was to provide $1,300 (as a courtesy) and my out of pocket was $8,653. Liberty's stance was the compressor failed as a result of a leak which was never mentioned by service tech. I called ******** **** and was told the leak was not related to the compressor, but Liberty says otherwise and advised they don't cover leaks. If a leak found, why didn't the **** tech just say it?If I want my own **** company to handle fixing/***lacing and I take a cash settlement, Liberty now says $200 is all I get. Liberty says $1100 of the $1300 is a "discount on parts" they are passing to me, which is just phantom money. The discount can be whatever they want to make it look good.6/3: Spoke with *** at Liberty as I had to follow up because they didn't call me back like they said they would. I restated to confirm with the *** that a check was processed for $1300. The *** confirmed and said a check was processed.6/4: Liberty called me back as if nothing had been resolved. I went over the situation AGAIN with the resolution manager. She said nothing was resolved and no check was mailed. Said my max was $200 due to the age of the compressor. Once again a new part of the story...always something new each time I push back on them. The resolution manager continued to interrupt me as well with continually saying they don't cover leaks, which I fully understand.I do not feel as if I can trust Liberty or ******** **** as what I am being verbally told (by ******** ****) does not align to what Liberty is saying was ***orted.I am requesting that Liberty send me a check for $1300 as requested.Thank you.

  Business Response

  Date: 06/14/2025

  Dear BBB,
  
  Mr. ******* filed a claim regarding his air conditioning system, which was diagnosed by one of our licensed service providers. The technicians assessment identified both a seized compressor and a non-repairable coil leakconditions that together require full system replacement.
  
  Although damage related to leaks is not eligible for coverage under the terms of the policy, Liberty Home Guard nonetheless extended a significant contribution of $1,300 toward the cost of replacement when performed through our internal network. This figure included exclusive supplier discounts and wholesale pricing not available outside of our system.
  
  Mr. ******* has since indicated a preference to proceed with a provider of his choosing. As communicated, reimbursement amounts for outside repairs do not reflect the same contribution level due to the absence of internal pricing advantages. Accordingly, the approved reimbursement amount based on policy terms is $200.
  
  That said, and despite this being outside of our contractual obligation, we are willing to resolve this matter by extending an elevated reimbursement of $300, in addition to waiving his next service call fee, bringing the total value of this final goodwill resolution to over $400.
  
  This offer represents our best and final effort to resolve Mr. ******** concerns amicably. We kindly ask Mr. ******* to confirm acceptance either through this BBB platform or by contacting us directly at ************************************************************ so we may proceed with processing.
  
  Sincerely,
  Liberty Home Guard ************************start="1618" data-end="1621">************************************************************

  Customer Answer

  Date: 06/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ** *******

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Liberty Home Guard arranged plumbing service at my home through a contractor named **** ******* ** ******** ******** *********. The job took place on May 29, 2025. I paid Liberty a $125 deductible and was also charged $225 directly by the contractor. However, no receipt or documentation was ever provided for the work.
  
  I requested a written invoice multiple times for my records and to meet a real estate buyer’s request. The contractor refused, stating Liberty had instructed him not to provide a receipt. Liberty has failed to respond to my formal written requests for the plumber’s name, license number, or any invoice detailing the work performed or payment breakdown.
  
  I have confirmed that Tony C****** and ******** ******** ********* hold no plumbing license in *****. I have recorded calls and messages showing Liberty’s unwillingness to provide any documentation or accountability. I believe this violates ***** plumbing regulations and constitutes deceptive warranty practices.
  
  I am requesting:
  
  A full refund of my $125 deductible
  
  A refund of the $225 I paid to the contractor
  
  Immediate cancellation of my policy without the $50 fee
  
  Written confirmation that my account has been closed and auto-renewal disabled
  
  My full documentation has been compiled in a formal complaint packet and can be provided upon request.

  Business Response

  Date: 06/12/2025

  Dear BBB,
  
  Thank you for bringing *** ******** concerns to our attention. Liberty Home Guard is committed to addressing each customer’s needs and resolving every complaint as promptly and thoroughly as possible.
  
  After reviewing *** ******** file, we confirmed that the requested plumbing work was completed by a licensed professional, with credentials verified through the ***** State Board of Plumbing Examiners. Throughout the process, our team communicated with *** ****** to address his questions regarding documentation, reimbursement, and policy status.
  
  To bring this matter to a resolution, we processed a refund for *** ******. The check has already been mailed to the address on file, and his policy has been formally cancelled, with all recurring charges and auto-renewal disabled as requested.
  At this time, all outstanding issues have been addressed to the customer’s satisfaction. Should *** ****** require any additional documentation or support, our team remains available to assist.
  
  Sincerely,
  Liberty Home Guard Compliance Team
  ****************************

  Customer Answer

  Date: 06/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern and dissatisfaction regarding the handling of my HVAC replacement and the subsequent issues I have experienced under my home warranty coverage.Approximately six months ago, I had an issue with my HVAC system. Liberty Home Guard informed me that the unit was over five years old and therefore not eligible for repair, and instead, it needed to be replaced. I proceeded with the replacement through your service, paying $7,500 out of **********, just six months later, the newly installed HVAC unit is leaking. I immediately contacted your support team to report the issue. However, I was asked to pay for a technician to inspect the problem and then charged an additional $175 for a leak verification test. After that, I was informed that this type of issue is not covered under the warranty.This is extremely frustrating and concerning for several reasons:The HVAC unit is new and still under a 2-year warranty.Liberty Home Guard selected and purchased the unit and arranged for its installation.The issue appears to be related to either the product quality or the installation, both of which were handled through your ********** is difficult to understand why I am being asked to continue paying out of pocket for problems with a brand-new unit that is under warranty. Instead of repairing or replacing the defective system under warranty, or working with the vendor to resolve it, I am being held financially responsible for something I did not cause.I kindly request a full explanation of why this issue is not being handled under the product or labor warranty and what steps Liberty Home Guard is taking to resolve it without requiring me to continue paying out of pocket.I appreciate your prompt attention to this matter and hope for a fair and timely resolution.

  Business Response

  Date: 06/08/2025

  Dear BBB,
  
  We are currently working with Mr. ******* **** Njoh to address his concerns regarding his HVAC system.
  
  Although certain procedures such as leak searches are generally not covered under the terms of the policy, our team approved an $80 contribution toward the associated cost as a gesture of goodwill. To further support Mr. ***** we are now offering to refund the full amount he paid for the leak verification test. Additionally, we are extending a complimentary service call fee for future use.
  
  Its also important to note that this claim remains open and active. We have been coordinating directly with the technician to assess the reported issues, and as of this writing, we are awaiting the technicians updated diagnosis. Our team has remained engaged and will continue to follow through until a full resolution is reached.
  
  We remain committed to assisting Mr. **** and encourage him to contact us directly *************************************** he has any additional questions.
  
  Sincerely,
  Liberty Home Guard ************************start="1218" data-end="1221">************************************************************

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my deep dissatisfaction with the handling of my service request (**: CD-************]) which I submitted on April 21, 2025. Despite repeated follow-ups, more than one month has passed and I have yet to receive an acceptable resolution or meaningful update.The issue in question relates to a malfunctioning clothes dryer. I was assured at the time of the claim submission that a technician would be dispatched promptly and that repairs would be scheduled in a timely manner. I paid my service fee to Liberty and I also had to pay another service / diagnostic fee directly to the technician / company ( *****). Every time that I call in for an update, I am told " 1-2 more business days". Today, I requested to speak to a manager and I was not allowed to do so. I was again told " 1-2 business day". I am requesting a call back from a manager and a resolution to my claim. This delay has caused considerable inconvenience. As a paying customer, I expect timely, professional, and effective service when I file a legitimate claim for covered repairs.

  Business Response

  Date: 06/09/2025

  Dear BBB,
  
  We appreciate the opportunity to address Ms. ******* concerns regarding her clothes dryer claim.
  
  Upon receiving Ms. ******* claim on April 21, 2025, our team promptly began efforts to assign a qualified technician to diagnose and resolve the issue. Due to technician availability challenges in her area, there were delays in sourcing a local provider. Despite these obstacles, our representatives maintained ongoing communication with Ms. ****** to provide updates and alternative solutions.
  
  To expedite resolution, we offered Ms. ****** the option to use her own technician, and our team provided clear guidance on the reimbursement process. Once Ms. ****** submitted the necessary documentation, we processed a reimbursement in the amount of $685.00, covering her out-of-pocket expenses for the replacement unit and related service fees.
  
  This reimbursement exceeds our contractual obligations and was extended as a gesture of goodwill, recognizing the inconvenience caused by the delays in technician assignment. Our Customer Success and Resolutions teams remained available throughout the process to answer Ms. ******* questions and support her through each step.
  
  At this time, Ms. ******* claim has been resolved and her reimbursement has been completed.
  
  Should Ms. ****** require any further assistance, we encourage her to contact our team at ************************************************************.
  
  Sincerely,
  Liberty Home Guard ************************start="1764" data-end="1767">************************************************************

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up with Liberty, I was told my total expenditures, each time I filed a claim, would be $70.I just filed a claim, because my garbage disposal stopped working. Liberty did not send a contractor out to fix the problem, but immediately ordered a new garbage disposal and informed me the cost for installation would be $126. The $70 would not be used to reduce the cost. When I complained, they told me to read the fine print. Their resolution set up is designed to frustrate you and hang you out to dry. The agent, i dealt with, spoke poor English and Liberty failed to respond to my calls.I finally decided to terminate my contract with them!

  Business Response

  Date: 05/30/2025

  Dear BBB,
  
  Thank you for the opportunity to respond to Mr. ***** concerns.
  
  After Mr. **** submitted a claim for his garbage disposal, our team arranged for a replacement unit to be shipped to him at no cost. To further assist, we provided an additional $125 contribution toward installation expenses as a gesture of goodwill. Ultimately, we extended our support even further by covering the full cost of the installation as a one-time exception to ensure Mr. ***** satisfaction.
  
  Throughout the process, our representatives remained in contact with Mr. **** to review the details and offer support at each step. We value his feedback and are always working to provide our customers with the best possible service.
  
  Sincerely,
  Liberty Home Guard Compliance Team
  ************************************************************

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** Mail