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Business Profile

Home Warranty Plans

Liberty Home Guard

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

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

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    Customer Complaints Summary

    • 1,250 total complaints in the last 3 years.
    • 453 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/27/2025

      Type:Customer Service Issues
      Status:
      Answered
      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:
      Resolved
      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

    • Initial Complaint

      Date:05/23/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 an insurance claim on 30th of april. Upon receiving the repair options i requested additional information to provide more details and justification. Liberty Home Guard failed to response to all of my attempts to obtain information pertaining to my claim and proceeded to expiring/canceling it. Upon this discovery, I've attempted to make contact (19May25), provided proof to them that I've attempted to contact without response, as requested, but they refuse to do anything about the situation.

      Business Response

      Date: 05/30/2025

      Dear BBB,

      Thank you for the opportunity to respond to Ms. ********** complaint.

      We recognize that there were communication challenges as Ms. ********* was seeking additional details about her claim. While our team sent several options and reminders to assist with her air conditioning replacement, the claim was ultimately marked as expired due to a lapse in timely correspondence.

      To help resolve this matter and support Ms. ********* further, we can reopen the claim at no cost and increase our contribution toward the replacement, now offering up to $1,400 to help with her out-of-pocket expenses. We will also continue to provide discounted pricing on replacement systems through our supplier network. Our Customer Success team will remain in direct contact to ensure Ms. ********* has all the information and assistance needed to move forward.

      We are committed to finding an amicable resolution and hope these steps demonstrate our willingness to address her concerns.

      Sincerely,
      Liberty Home Guard ************************start="1186" data-end="1189">************************************************************

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Home warranty contract, company is not responding to service request, promised 24-48hrs response. At 72hrs with a backed up sewer, cannot use homes bathrooms. Company says no technicians available to work or local vendors will not work with them.I've contacted local companies and they are ready to work and I provided to the the warranty company. All I'm getting is a electronic message that no technicians are *************, they are transferring me from department to department with no actions taken.I offered to get a licensed company and cannot get an answer from company for reimbursement.This is my first claim from contract inception, please contract the company. Sales answers the phone the quickest. ************ This appears to be a fraud, please help

      Business Response

      Date: 05/28/2025

      Dear BBB,

      We appreciate the opportunity to respond to *** ******** complaint and clarify the handling of his recent service requests.

      Both claims submitted by *** ****** were thoroughly reviewed and processed in strict adherence to the terms and conditions of his policy. Due to the nature of the reported issue, which involved a septic system backup that also impacted the home's plumbing system, two distinct claims were initiated. As outlined in the policy, septic system coverage and plumbing coverage are separate, and each have their own claim process and coverage limitations.

      Our Vendor Relations team made every reasonable effort to identify and dispatch an available service technician in *** ******** geographic area. We acknowledge that due to regional technician availability, this process experienced an unforeseen delay. Upon learning that *** ****** had successfully secured a local technician, our ********************** promptly extended the standard reimbursement option available under his active policy.

      Regarding the septic claim, the technician's submitted diagnosis totaled $475.00, which has been approved for reimbursement in full. For the plumbing claim, the policy's maximum coverage cap of $500.00 will be approved in full once the corresponding paid invoice is received. At this time, we are awaiting the submission of both paid invoices from *** ****** to facilitate the prompt processing of reimbursements for both approved claims.

      We are committed to resolving this matter for *** ****** and ensuring the policy benefits are disbursed as quickly as possible upon receipt of the necessary documentation.
      Sincerely,

      Liberty Home Guard Compliance Team
      ************************************************************

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Explained to the *** that I was moving to this house Oct 2024 and the reason I chose to move to their business, is the low service fees. Explained that I had a home inspection, etc but that we just bought the house in August and didn't move in until October. Needed to get a ***air person out in May 2025 as it was getting hotter and the ** was not cooling. The ***air man said that the ** needed to be pulled out from the house, releveled since oil was pooling in one corner and extensively cleaned. He gave us a good deal and then I attempted to get reimbursed by Liberty Home Guard. They said no as it was a "cleaning issue". It was much more than that and again- I have not lived there to clean anything etc. We changed the filters for the furnace every month since October so ?? I am beyond irritated and want people to know Not to do business with them. They are not reasonable at all.

      Business Response

      Date: 05/29/2025

      Dear BBB,

      We appreciate the opportunity to respond to Ms. ******** ******'s complaint and clarify the handling of her recent service request.

      Upon thorough review, it was determined that the issue reported involved cleaning and maintenance, which is expressly excluded under the terms and conditions of her policy. Nonetheless, as a gesture of goodwill and without admission of liability, Liberty Home Guard initially offered a courtesy reimbursement of $150 to assist with the cost. Ms. ****** declined this initial offer.

      To amicably resolve the matter, our Customer Success team extended an elevated refund totaling $350, which reflected both a service-related reimbursement and a pro-rated value tied to the coverage period. In addition, a separate refund of $75 was issued to return the claim filing fee. Ms. ****** accepted this resolution, and the matter is now considered resolved. The reimbursement check has already been mailed.

      Please let us know if any further assistance is needed. 

      Sincerely,
      Liberty Home Guard Compliance Team
      ************************************************************

      Customer Answer

      Date: 05/30/2025

      [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,

      ******** Canada

    • Initial Complaint

      Date:05/20/2025

      Type:Order Issues
      Status:
      Answered
      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.
      On may 1st we initiated a claim for our hvac system it wasnt cooling, we waited for two different appts that both got canceled. may 3rd we had to make a claim for our fridge, that appt no one also showed up for. They ended up telling us we can find our own hvac guy and send them the bill we did ***** told e we would get reimbursed, after we had the work done and paid 1151 they only reimbursed us $250 dollars! and since they did us wrong for the ac unit we did not want to pay out of pocket for the fridge. we ended up paying $60 after 2 weeks of them not sending any technician to ******* get a diagnosis. now that we have done that, they still have not got anything done and keep wanting us to buy our own fridge and them do a reimbursement, we keep saying now because we see how low they go to not pay any money back.

      Business Response

      Date: 05/29/2025

      Dear BBB,

      We appreciate the opportunity to respond to Mr. Charles Gaddie's complaint and clarify the handling of his recent service requests.

      Both claims submitted by Mr. Gaddie were thoroughly reviewed and processed in strict adherence to the terms and conditions of his policy. Due to scheduling challenges and technician availability, Mr. Gaddie was authorized to hire his own HVAC technician. Although he incurred costs totaling $1,151, the approved reimbursement of $250 was provided, consistent with our policy guidelines. We are currently investigating to determine whether there was a misunderstanding or miscommunication by our representative, Wyatt, regarding the reimbursement amount.

      Regarding the refrigerator claim, the issue reported was determined to be outside the scope of coverage under his policy terms. Despite this, we extended a courtesy contribution towards the necessary repairs or replacement, offered replacement options at wholesale pricing, and agreed to reimburse the service call fee paid by Mr. Gaddie. The most recent update is that Mr. Gaddie declined this courtesy contribution and has requested to cancel his policy. We are now actively working on processing his cancellation request.

      Our Customer Success representative has been actively involved in reaching out and assisting Mr. and Mrs. Gaddie.

      We remain committed to ensuring that this matter is resolved efficiently and appropriately.

      Sincerely,
      Liberty Home Guard Compliance Team 
      [email protected]

      Customer Answer

      Date: 06/02/2025



      Complaint: 23355448



      I am rejecting this response because:



      They have not been proactive on responding at all Tiffany Moore or Morris has promised several times to call not once have we received a return phone call from her. There was major miscommunication on the acceptance of $250 we have disclosed that to them multiple times that we never agreed to the $250. 
      they only offered a $100 to help with the replacement of their fridge even though when selecting them in the home warranty process their ads and sales rep misled us to believe no matter what went wrong with our appliances they would be covered. We even upgraded the warrant to cover said appliances. 
      The cancellation we requested has received no phone call or email response.



      Regards,



      Charles Gaddie

      Business Response

      Date: 06/13/2025

      Dear BBB,

      Mr. Gaddie submitted a claim regarding his central air conditioning system. While our team was in the process of arranging service, there were delays due to technician availability. As a result, Mr. Gaddie elected to move forward with a repair independently before formal authorization could be provided. Although the claim did not meet the requirements for full reimbursement under the terms of the agreement, we recognized the inconvenience and extended a courtesy payment of $250.00 to help offset the cost he incurred.

      A second claim was submitted shortly thereafter for a refrigerator issue. The failure reported was determined to be outside the scope of coverage, but we still extended a courtesy contribution of $100.00, reimbursed the $60.00 service fee paid by the customer, and provided replacement options at discounted pricing.

      We also refunded the original service call fee from the AC claim as an additional courtesy.

      Since Mr. and Mrs. Gaddie have requested to cancel their policy, our team will be reaching out to finalize the cancellation process.

      Sincerely,
      Liberty Home Guard Compliance Team
      [email protected]

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an active home warranty claim *****************) with Liberty regarding my HVAC system. They have concurred with the technician assessment that the full system needs to be replaced. They have proposed a resolution by which they would provide a known, but inferior, product at wholesale pricing and apply a $1450 credit toward that cost, leaving me with an out of pocket price of $2691.42 paid to them, PLUS I would need to arrange separately for permits, installation, inspection, etc. In doing some research, I have found that technicians willing to install products purchased on my own have inferior reputations, and the whole process becomes unnecessarily complicated from a financing perspective. Installing a higher quality product purchased through the installing company simplifies the process, provides greatly peace of mind, keeps all warranty (labor and product) aligned, and decreases long-term costs to both me and Liberty. Unfortunately, Liberty has advised that if I choose to purchase and install independently their reimbursement to me would be only $150. That number is simply incomprehensible as a consumer who has been told, both by the technician and Liberty, that the entire system needs to be replaced. I really feel that Liberty should make the full $1450 credit toward a system purchased through them available to me as a reimbursement instead (pending proof of the completed install) - that is the truly appropriate and satisfactory resolution. If for some reason they can substantiate why a reimbursement actually costs them more than a credit, I would accept $1000.

      Business Response

      Date: 05/23/2025

      We sincerely apologize for any dissatisfaction that you have experienced. For your information, the most efficient way for us to resolve your complaint would be for you to take the survey that we sent you via email or for you to call us. Regardless, we take the utmost care to ensure that every interaction with our customers meets their expectations, meaning your BBB complaint is being taken with extreme seriousness. In fact, we are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of customer service, we will work with you to attempt to resolve this complaint amicably. Once again, we offer you our sincerest apologies and are looking forward to the prospect of settling this complaint.

      Customer Answer

      Date: 05/27/2025



      Complaint: ********



      I am rejecting this response because: First, it fails to take any concrete steps toward fulfilling the reimbursement amount I requested—an amount that, by any reasonable standard, would remain more favorable to LHG than to me.
      Second, I am not in receipt of a survey to complete. While such a survey appears redundant given the extensive communication already undertaken by both parties, I am willing to complete it if LHG chooses to send it to the email they have on file.

      Regards,

      ******* ***** 

      Business Response

      Date: 06/09/2025

      Dear BBB,

      We appreciate the opportunity to address *** ******* concerns regarding his HVAC claim.

      Following our evaluation, it was determined that *** ******* system required replacement. While certain types of leaks, including those affecting the coils, are generally outside the scope of warranty coverage due to how such issues typically arise, our priority was still to assist *** ***** as much as possible.

      To help minimize his out-of-pocket expense, our team offered a wholesale-priced replacement option along with a substantial contribution toward the new system, which we elevated to $2,000. We also offered a reimbursement option for customers who prefer to arrange their own installation. In *** ******* case, although the standard reimbursement is considerably lower, we raised the offer to $350 as a gesture of goodwill.

      *** ***** elected to proceed with his own replacement and accepted the reimbursement check, which has since been received and acknowledged. We believe this demonstrates our commitment to customer satisfaction and consider this matter resolved.

      Should *** ***** require any further assistance, our Customer Success team remains available to support him.

      Sincerely,
      Liberty Home Guard Compliance Team
      ****************************

      Customer Answer

      Date: 06/14/2025



      Complaint: ********



      I am rejecting this response because:

      While I acknowledge receipt of the $350 reimbursement, I accepted it out of concern that LHG might cancel my policy entirely - leaving me with no compensation whatsoever. My acceptance should not be interpreted as agreement with the offer or an indication that I consider the matter resolved.

      When I purchased this home warranty, I did so with the reasonable expectation that major HVAC components would be covered - particularly in the event of a full system failure. At no point during the sales or onboarding process was I clearly informed that critical elements were "generally outside the scope of warranty coverage." This exclusion feels misleading and undermines the value proposition of the warranty itself.

      LHG’s $350 reimbursement is, by any fair measure, far below industry norms for HVAC system replacement assistance - even with their framing of it as a “gesture of goodwill.” The financial burden of replacement was shifted almost entirely onto me, despite my having maintained my policy in good faith.

      LHG’s offer of a $2,000 contribution toward a wholesale-priced system of their choosing, without extending a comparable reimbursement to those selecting their own system, highlights a fundamental lack of customer focus. This disparity appears designed to pressure consumers into accepting a potentially inferior or undesirable option, while possibly benefiting LHG through undisclosed incentives, such as supplier arrangements, volume discounts, or tax advantages.

      While LHG may consider this matter closed, I do not. Their handling of my claim - particularly the limited financial support during a time of urgent need - falls short of the customer-first values they claim to uphold. My prior resolution criteria remain unchanged and represent a reasonable, good-faith effort to reach middle ground.

      I appreciate the BBB's continued efforts to support consumers in holding companies accountable for fair and transparent business practices.


      Regards,
      ******* *****

    • Initial Complaint

      Date:05/15/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      warranty company limited the amount it would cover for reimbursement without telling me of the limit. agent said I would get reimbursed for the plumbing job, but did not state their would be limit. The approving agent for the plumbing work said it was covered but when I sent it invoice and reciept the agent ****** responded it would only reimburse the plumber cost not the cost of the replacement faucet. I'm out ****** that should have been refunded. Also agent said company paid previous fee to a company that did not repair anything.

      Business Response

      Date: 03/11/2025

      Hi *** *********--thank you for your message, and we hope all is well. We understand that you spoke with a member of our **************************** As such, is it safe to say that this matter has been resolved to your satisfaction?

      Customer Answer

      Date: 03/13/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been 

       

       I was told I would be reimbursed but nothing has been reimbursed...not even the original amount.  I'm not sure if this company pays reimbursement.  I've been waiting  I paid a lot of money years ago for multi year contract.  Company promised to have things repaired or reimbursed.  I had to get the repair and still no reimbursement.   This situation is very uncomfortable.  Especially being I paid so much upfront plus they charged me 70.00  for this claim too but sent a bad company to do the repair. So no resounding no that this issue is not resolved and now I have complaint that the first part of claim not reimbursed. 

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *********




       

      Business Response

      Date: 05/14/2025

      Hi *** *********--thank you for your message, and we hope all is well. You have affirmed to us that you received your reimbursement check(s). As such, is it safe to say that this matter has been resolved to your satisfaction?

      Customer Answer

      Date: 05/15/2025


      Complaint: 22990140

      I am rejecting this response because: 

       

       I was told I would be reimbursed but nothing has been reimbursed...not even the original amount.  I'm not sure if this company pays reimbursement.  I've been waiting  I paid a lot of money years ago for multi year contract.  Company promised to have things repaired or reimbursed.  I had to get the repair and still no reimbursement.   This situation is very uncomfortable.  Especially being I paid so much upfront plus they charged me 70.00  for this claim too but sent a bad company to do the repair. So, no resounding no, that this issue is not resolved and now I have complaint that the first part of claim not reimbursed. 

       





      Regards,

      ***** *********

      Customer Answer

      Date: 05/15/2025


      Complaint: 22990140

      I am rejecting this response because: 

       

       I was told I would be reimbursed but nothing has been reimbursed...not even the original amount.  I'm not sure if this company pays reimbursement.  I've been waiting  I paid a lot of money years ago for multi year contract.  Company promised to have things repaired or reimbursed.  I had to get the repair and still no reimbursement.   This situation is very uncomfortable.  Especially being I paid so much upfront plus they charged me 70.00  for this claim too but sent a bad company to do the repair. So, no resounding no, that this issue is not resolved and now I have complaint that the first part of claim not reimbursed. 

       





      Regards,

      ***** *********

      Business Response

      Date: 05/23/2025

      Hi *** *********--thank you for your message, and we hope all is well. You have affirmed to us that you received your reimbursement check(s). As such, is it safe to say that this matter has been resolved to your satisfaction?

      Customer Answer

      Date: 05/27/2025

      [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:05/15/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This business is an absolute SCAM!!! I filed a claim in November 2024 for my broken stove. They sent a ********** out who verified the issues and submitted my claim. A few weeks go by and I never hear back from the **********. I reach out to him and he says oh there are no parts available for your stove. I said there are plenty of parts available I just researched them on ******. He said well the Liberty Home Guard Home warranty told me there is no parts and I can't proceed. I hang up with him and immediately called Liberty Home Guard Home Warranty and they said oh...you have the incorrect policy you have to upgrade to a more expensive policy to get this covered because you have a higher end stove. I asked why didn't anyone call to inform me of that????? No reply. I agree to upgrade the policy and pay the higher additional premium and then they tell me we have to send out a new ********** to verify the claim...why???? It was already been verified by the first *********** mind you every time a ********** comes out they charge you $100. They said it's required charged me the $100 and sent the 2nd ********** out. He verified the claim the same as the first **********. Weeks go by again and no one has contacted me. I call the company and they tell me oh...now it's the age of the stove. Due to the age we will not cover this claim. This all dragged on for over 3 months!!! All this after they have changed me monthly premiums and $100 each service call. This company is an absolute SCAM stay away from them!!! When I was finally fed up with their beyond terrible communication and customer service. I called and told them I want all my premiums and service calls refunded and I want the policy cancelled. They told me the policy could NOT be cancelled without an account manager contacting me first in the next 24 hours. No problem I will be happy to speak with them. The next day I wake up to an email the policy is cancelled and they will not refund me. ******** company!!!!!

      Business Response

      Date: 02/18/2025

      We sincerely apologize for any dissatisfaction that you have experienced. For your information, the most efficient way for us to resolve your complaint would be for you to take the survey that we sent you via email or for you to call us. Regardless, we take the utmost care to ensure that every interaction with our customers meets their expectations, meaning your BBB complaint is being taken with extreme seriousness. In fact, we are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of customer service, we will work with you to attempt to resolve this complaint amicably. Once again, we offer you our sincerest apologies and are looking forward to the prospect of settling this complaint.

      Customer Answer

      Date: 03/03/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The business has called me 3 times to offer me low ball amounts to settle the complaint and remove my review. I told the business they can refund ALL my money paid out since the policy start date or my review can remain up so this doesn't happen to anyone else. They tried to use high pressure sales tactics that if I didn't accept their lowball refund offer immediately it was off the table and I would get nothing refunded. I told them I was perfectly fine with not receiving any refund as long as my review stays up so no one else gets scammed by this company. I stand by that. This company is an ABSOLUTE SCAM!!!!!! DONT WASTE YOUR TIME OR MONEY WITH THEM!!! READ ALL THE HORRIBLE CUSTOMER REVIEWS BEFORE PURCHASING YOUR WARRANTY FROM THIS SCAM COMPANY!!!

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** Del Toro




       

      Business Response

      Date: 05/14/2025

      We have completed our internal investigation. Could you graciously email ************************************************************ to schedule an appointment to speak with a Senior Director? Please provide the best dates and times that work for you next week, and we will make sure to contact you then to attempt to resolve this matter.

      Customer Answer

      Date: 05/15/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have already spoken to a senior director numerous times. The customer service at this company has been an ABSOLUTE COMPLETE JOKE!!! Trying to give me low ball offers to remove my BBB complaint. Unless this company returns all my premiums paid and service calls paid out, I have nothing left to say. This company had no remorse when leaving me without a working stove thru Thanksgiving and Christmas so I have to be honest with the public and expose this TERRIBLE company for who they really are so this does not happen to anyone else. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** Del Toro




       

      Customer Answer

      Date: 05/15/2025


      Complaint: 22897066

      I am rejecting this response because: I have already spoken to a senior director numerous times. The customer service at this company has been an ABSOLUTE COMPLETE JOKE!!! Trying to give me low ball offers to remove my BBB complaint. Unless this company returns all my premiums paid and service calls paid out, I have nothing left to say. This company had no remorse when leaving me without a working stove thru Thanksgiving and Christmas so I have to be honest with the public and expose this TERRIBLE company for who they really are so this does not happen to anyone else. 



      Regards,

      ****** Del Toro

      Customer Answer

      Date: 05/15/2025


      Complaint: 22897066

      I am rejecting this response because: I have already spoken to a senior director numerous times. The customer service at this company has been an ABSOLUTE COMPLETE JOKE!!! Trying to give me low ball offers to remove my BBB complaint. Unless this company returns all my premiums paid and service calls paid out, I have nothing left to say. This company had no remorse when leaving me without a working stove thru Thanksgiving and Christmas so I have to be honest with the public and expose this TERRIBLE company for who they really are so this does not happen to anyone else. 



      Regards,

      ****** Del Toro

      Business Response

      Date: 05/23/2025

      Hi ******************* you for your message, and we hope all is well. You were offered a full refund of your Agreement Prices paid to date in consideration of settlement and release, which is our best-and-final settlement offer. If acceptable to you, please do let us know, and we will proceed accordingly.

      Customer Answer

      Date: 05/27/2025


      Complaint: 22897066

      I am rejecting this response because:
      This is another LIE! I have never once been offered ANY TYPE of refund from this company. I have given this company two options: All my monthly premiums need to be refunded as well as my service call fees since NOTHING WAS EVER REPAIRED!!! I still have a broken stove and oven hinge after months of terrible customer service or the company can complete the repairs...as of today NEITHER of those options have been completed and I have not been made whole by this company. The only one who has taken a LOSS here is ME! This company has been a waste of both my TIME and MONEY. 


      Regards,

      ****** Del Toro

      Business Response

      Date: 06/04/2025

      Dear BBB,

      Our team worked diligently to resolve ************* claim, offering a contribution toward a replacement appliance and providing discounted options to help minimize her costs. When these initial options did not meet her expectations, we extended an elevated refund offer of $300 as a gesture of goodwill. Unfortunately, ************ declined this offer and requested a full refund of all premiums and service fees, which is outside the scope of the policy agreement.

      Following her request to cancel, we refunded her most recent monthly premium as a courtesy. Throughout this process, our team made every effort to resolve the matter amicably and in good faith.

      We remain available should ************ wish to discuss any of our previous offers or if she has additional questions.

      Sincerely,
      Liberty Home Guard Compliance Team
      ************************************************************

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 has yet to resolve an ongoing plumbing issue even though they were paid for the service. The first incident had Liberty Home Guard send a technician that did not properly install new equipment causing the plumbing system to continue to fail to work properly. They have since sent two additional technicians who did not do any repair work and the last technician said the system needs to be replaced again. Liberty Home Guard is aware of this, but tells me that I have maxed my limit for plumbing for the year. Keep in mind this is an issue that DID NOT get resolved, and Liberty Home Guard has been contacted several times regarding this. At this point, I am requesting that Liberty Home Guard allow me to hire my own technician and reimburse me for the costs paid out of pocket since Liberty Home Guard has failed to resolve the concern. I have had to do this before due to Liberty Home Guard's lack of customer concern and resolving problems promptly and efficiently.

      Business Response

      Date: 03/28/2025

      We sincerely apologize for any dissatisfaction that you have experienced. For your information, the most efficient way for us to resolve your complaint would be for you to take the survey that we sent you via email or for you to call us. Regardless, we take the utmost care to ensure that every interaction with our customers meets their expectations, meaning your BBB complaint is being taken with extreme seriousness. In fact, we are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of customer service, we will work with you to attempt to resolve this complaint amicably. Once again, we offer you our sincerest apologies and are looking forward to the prospect of settling this complaint.

      Customer Answer

      Date: 04/02/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Liberty Home Guard had made no attempt to resolve the complaint. They have been contacted several times and refuse to resolve the concern even after being paid for the claim. They have left me with broken unusable plumbing even after being paid to provide service to resolve the issue. I believe Liberty Home Guard frauded and scammed me and refuse accountability. They have been contacted several times and are very much aware of what they have done.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ******** *****




       

      Business Response

      Date: 04/18/2025

      We have completed our internal investigation. Could you graciously email ************************************************************ to schedule an appointment to speak with a Senior Director? Please provide the best dates and times that work for you next week, and we will make sure to contact you then to attempt to resolve this matter.

      Customer Answer

      Date: 04/21/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have contacted Liberty Home Guard requesting to speak with a director and have NOT received a response. Liberty Home Guard is very much aware of my concerns and have my contact information if they wish to have a director contact me. This concern remains UNRESOLVED, and I have not received a response from Liberty Home Guard.


      Sincerely,

      ******** *****




       

      Business Response

      Date: 05/08/2025

      Hi Ms. *****--thank you for your message, and we hope all is well. A Senior Director will be reaching out to you shortly to attempt to resolve this matter.

      Customer Answer

      Date: 05/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      No one from Liberty Home Guard has contacted me by phone nor email. Liberty Home Guard has been aware of the concern and has failed to respond and resolve the concern in a timely manner. They continue to give generic responses and do not contact me at all. Again, no one from Liberty Home Guard has called nor emailed me regarding this concern even after I submitted an email to them per their last request 

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ******** *****




       

      Customer Answer

      Date: 05/15/2025


      Complaint: 23063960

      I am rejecting this response because: 

       

      No one from Liberty Home Guard has contacted me by phone nor email. Liberty Home Guard has been aware of the concern and has failed to respond and resolve the concern in a timely manner. They continue to give generic responses and do not contact me at all. Again, no one from Liberty Home Guard has called nor emailed me regarding this concern even after I submitted an email to them per their last request 

       





      Regards,

      ******** *****

      Business Response

      Date: 05/23/2025

      Hi Ms. *****--thank you for your message, and we hope all is well. You were offered a settlement via email. Please follow the instructions in that email to confirm your acceptance. 

      Customer Answer

      Date: 05/27/2025


      Complaint: 23063960

      I am rejecting this response because: I am still waiting for the settlement. I have not received anything since our last communication. Confirm per this complaint that the settlement has been sent and when.



      Regards,

      ******** *****

      Business Response

      Date: 06/09/2025

      Dear BBB,

      Thank you for the opportunity to address Ms. ******** ****** concerns regarding her plumbing claim.

      Throughout the claim process, our team worked diligently to resolve the issue, including dispatching multiple technicians and extending various goodwill offers to assist Ms. ****** Ultimately, we reached a mutual settlement agreement with Ms. ***** for $400 as a final resolution to her concerns.

      Ms. ***** agreed to resolve all outstanding disputes and complaints related to this matter. The settlement payment has been processed, and the policy #THG1660404436278 has been cancelled.

      Should Ms. ***** require any further assistance, our team remains available to help.

      Sincerely,
      Liberty Home Guard ************************start="989" data-end="992">************************************************************

      Customer Answer

      Date: 06/14/2025

      [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 ********

      Although I am still waiting for the payment for the settlement, I find that this resolution is satisfactory to me.

      Regards,

      ******** *****

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