Business Profile

Home Warranty Plans

Liberty Home Guard

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,249 total complaints in the last 3 years.
452 complaints closed in the last 12 months.

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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:05/15/2025
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.
Purchased my home on 2/5/25 on 2/19/25 had a technician come out to service the hvac and found multiple issues that were missed in the home inspection. Called inspection company and they referred me to Liberty Home Guard. Contacted and they said get a diagnosis. Called technician back out and found that the hvac system had locked up. Contacted Liberty again. Had me file a claim and pay $199 for the claim. Said it would be fixed. I was told on 3/19/25 that the claim was denied because the system is leaking. No where on the diagnoses does it say anything about the system leaking. The compressor is locked up. As of today 3/21/25 I have called multiple times and requested to have a supervisor to speak with. They schedule times for someone to call back and I have received zero calls. This company has scammed me out of money with a false warranty. There should be charges against this company for false promises in warranty claims.
Business Response
Date: 04/04/2025
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: 06/11/2025

Complaint: ********

I am rejecting this response because: I was told that I had to remove all of my negative reviews from google and all social media outlets before I would be given a refund. I have included all of the correspondence regarding this. I have received no other contact besides a phone call asking if I had removed the reviews yet. When I stated no that I would not as that is illegal he said ok well I’ll let them know and hung up. When I was offered the new system I was told it would be 6 months before a unit would be shipped to me and that I would have to pay over $6000 for a unit and would then have to have someone install the unit. I have two children in the home one with special needs. I could not wait for 6 months to have heat and air.
When I contacted Liberty regarding the concerns that I had with the unit I was made to pay for the initial visit with the technician and then the repair visit. That was two charges of $199. I was then contacted by Liberty and told that I did not have to pay for the first because both bills could be submitted under one claim. ******* *** reversed the first charge so they did receive the $199 for the claim.
There are zero pending reversals. This has become a back and forth with zero evidence of how they claim I am at fault. It is stated in the warranty information that the unit and the work that was performed is covered.

Regards,

********* *****
Business Response
Date: 06/20/2025
Dear BBB,

Thank you for the additional opportunity to respond to Ms. *****’concerns.

We want to clarify that Liberty Home Guard has made every effort to work with Ms. ***** and to assist her, even when the circumstances of her HVAC claim fell outside of her policy coverage. While our original review of her claim found the issue to be outside of coverage, our team proactively offered a replacement unit at a significant discount and, alternatively, offered a goodwill reimbursement for repairs performed by her own technician. At Ms. *****’s request, this reimbursement was increased to $450 as a further gesture of goodwill.

We understand there is frustration around the timing and process for reimbursement. As part of our process—and consistent with standard business practices—we are only able to finalize settlement payments when all active disputes, complaints, and chargebacks have been resolved. While Ms. ***** may see a reversed charge on her end, the resolution between financial institutions can take additional time to reflect in our system, sometimes up to 180 days. This is a matter of banking procedure and not unique to Liberty Home Guard.

Despite this, in an effort to bring this matter closer to resolution, we are prepared to credit back the $199 per claim fee immediately as a courtesy, regardless of the bank’s processing timeline.

Regarding our goodwill exception of the $450 reimbursement, it is our policy to extend such offers when all disputes are fully resolved. This is standard industry practice to ensure that all parties have reached an amicable settlement and that there are no outstanding reputational or financial issues pending. Our goal is to reach a fair and final resolution for both parties.

We remain available to assist Ms. ***** further and look forward to resolving this matter amicably.

Sincerely,
Liberty Home Guard Compliance Team
[email protected]
Initial Complaint
Date:05/15/2025
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.
My most recent problem there are multiple. I was told that my contract renewed within 365 days so my $500 credit for pool equipment would be covered. Liberty could not find Pool Repair person to come out and look at my pool. My pool in the interim turned green I had to keep calling them and calling themback to find out the resolution. They finally told me that I had to find my own person to repair. I had my repair person come out today to look and I need a new pool motor. My repair person talked to Liberty and gave them all the details after a minimum of 25 minutes on the phone. Liberty then told me that nothing would be covered that I already use my $500 in November that is not what they told me on the phone last week. They said thatI had $500 to use in the meantime if I had known this would not be approved. My pool would not be green, which is going to me hundreds of dollars in chemicals to get my pool water fixed. I wouldve gotten it fixed right away now Im a week out. They still have to order a motor. My pool is green. This is going to cost me close to $1000 and shouldve told me this a week ago and they just delayed the process and gave me wrong information when I got this contract a year ago. They also didnt give me information on the caps that they have for certain things I had to find that out the hard way duringthe year when I had a repair person come out to look at my oven and then they told me my oven was too old. They order the parts and they couldnt repair it and they wouldnt give me one cent to help so I lost the call out fee. Another issue I had was a plumber they had sent out just to fix the toilet k*** caused flooding through my ceiling from the secondfloor and they denied that they had anything to do with it. My house was not flooding before they came here. I have had so many issues. I just cant believe that a company like this operates, I deserve money to fix my pool at minimumz
Business Response
Date: 04/15/2025
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: 04/17/2025
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 should be given more of a refund. It sounds like this is being investigated, but not completely resolved.

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

Sincerely,

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

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

Complaint: 23144928

I am rejecting this response because: I should be given more of a refund. It sounds like this is being investigated, but not completely resolved.

Regards,

******* ******
Business Response
Date: 05/23/2025
Hi Ms. ******--thank you for your message, and we hope all is well. A Senior Director will be reaching out to you shortly in attempt to resolve this matter amicably.
Initial Complaint
Date:05/15/2025
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.
On Jan 21 I submitted a claim on my refrigerator. It overhears and then freezes. It makes a very loud noise. As of April 1 2025 it is not fixed. They have delayed. *******. *******. They refuse to order parts. They are not acting in good faith and i am Expecting a complete and total refund. I have called 21 times Sent ten emails.
Business Response
Date: 04/15/2025
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: 04/15/2025
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:

There was no attempt to solve the issue
they sent out a repair company that has no real phone number, no web page, no phone number to call
A tech was sent from 4 hours away in a different state to fix the fridge
fridge is still not working correctly

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

Sincerely,

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

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

Complaint: 23147985

I am rejecting this response because:

There was no attempt to solve the issue
they sent out a repair company that has no real phone number, no web page, no phone number to call
A tech was sent from 4 hours away in a different state to fix the fridge
fridge is still not working correctly

Regards,

**** *********
Business Response
Date: 05/23/2025
TO THE BBB--We hereby notify the BBB in writing that we have resolved this complaint directly with the complainant.
Initial Complaint
Date:05/15/2025
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.
My experience with this company has been nothing short of a nightmare. Their customer service is incredibly unhelpful, slow to respond, and often dismissive. When I needed support the most, they did everything possible to avoid paying for repairs or replacements using loopholes, delays, and vague policy language to deny legitimate claims. It felt like they were more interested in protecting their bottom line than honoring their commitments. I will never renew my policy with Liberty, and I urge others to think twice before trusting them with your coverage.
Customer Answer
Date: 04/12/2025
Full name on account is ****** ******
I opened this complaint because I was nit overall satisfied with their level of service and reimbursements.
Business Response
Date: 04/25/2025
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: 04/29/2025
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:

They have not taken any practical step to resolve the concern and their malpractice with respect to how they review and approve insurance claims.

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

Sincerely,

Ash Tb

Business Response
Date: 05/15/2025
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

Complaint: 23165540

I am rejecting this response because: They have not taken any practical step to resolve the concern and their malpractice with respect to how they review and approve insurance claims.

Regards,

Ash Tb
Business Response
Date: 05/23/2025
Greetings--thank you for your message, and we hope all is well. A Senior Director will be reaching out to you shortly in an attempt to resolve this matter amicably.
Initial Complaint
Date:05/15/2025
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.
Liberty home guard accused my company of not going out to property and giving diagnostic and now is not paying out diagnostic fees customers home will have liens place against them until Resolved
Business Response
Date: 04/22/2025
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: 04/28/2025
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 corrected I want my payments so I can take the liens off the customers property

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

Sincerely,

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

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:

[Your Answer Here]
Yes I will respond after I hear from the supervisor on the support team

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

Sincerely,

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

Customer Answer
Date: 05/15/2025

Complaint: 23179247

I am rejecting this response because: Yes I will respond after I hear from the supervisor on the support team

Regards,

****** *********
Business Response
Date: 05/23/2025
*** *********--thank you for your message. Did you speak with a Senior Director? If so, what was the outcome of that conversation?
Initial Complaint
Date:05/15/2025
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.
my dispute regarding Liberty Guard Warrantys (LGW) decision to partially deny my claim for the replacement of my HVAC system. This decision was based on their demand for 8 years of pm records, the serial and manufacturer number. I purchased the *** with the understanding that it would provide coverage for major system failures, including my HVAC system. The policy states that coverage includes up to $1.6k for parts and up to $6k for the replacement of the entire HVAC system. My HVAC system necessitated its full replacement. I was denied full reimbursement and was forced to pay $5kout of pocket. The denial was due a request 8 years of pm reports is not only impractical but also impossible for me to provide since my house is only 7 years old. the technician who diagnosed the issue with my HVAC system clearly stated that pm would not have uncovered or prevented the failure. The failure was due to inherent issues within the system and could not have detected. *** cited discrepancies with the serial and manufacturer numbers as another basis for partial denial. Throughout this process, there have been discrepancies between what I was told by *** representatives and the final denial decision. This lack of transparency undermines consumer trust and raises serious questions about the companys good-faith practices in selling and administering its warranty products. I relied on this warranty to protect me from the financial burden of major system repairs or replacements. I was forced to pay $5k out of pocket for the replacement of my HVAC system, despite the warranty clearly stating it would cover up to $6k for such repairs. This is a significant and unexpected expense that I should not have had to bear under the terms of the agreement. Home Warranty Fairness Act, support the idea that warranty companies have a duty to act in good faith and cannot impose unreasonable or hidden requirement. I request LGW reimburse me for the $5k I paid to replace my HVAC system.
Business Response
Date: 04/23/2025
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: 04/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# 23183989, and have determined that my complaint has NOT been resolved because:

Response to Business Reply:

I was informed that I had exhausted all options for a resolution, which makes your suggestion to complete a survey or call again feel dismissive and unhelpful. I respectfully reject your offer of resolution. While I appreciate your apology, it does not address the core issue of my complaint. I was misled regarding the condition and reliability of the heating and cooling systems, which ultimately resulted in my paying over $5,000.00 for necessary repairs and replacements.

An apology and internal investigation, while important, do not resolve the financial burden I incurred due to misrepresentation. I am seeking a fair and tangible resolution that reflects the significant out-of-pocket expense caused by this situation. I remain open to a resolution that includes reimbursement or compensation for the costs I was forced to bear.

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

Sincerely,

Lamark Combs

Business Response
Date: 05/14/2025
We have completed our internal investigation. Could you graciously email [email protected] 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.
Business Response
Date: 05/16/2025

We have completed our internal investigation. Could you graciously email [email protected] 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: 05/20/2025

Complaint: 23183989

I am rejecting this response because:

Thank you for your message. We acknowledge receipt of your request and appreciate your willingness to escalate this matter in an effort to reach a fair and reasonable resolution.

Despite previous attempts to resolve this issue through senior management, the matter remains outstanding. As requested, I am providing my availability for next week so we can arrange a call with your Senior Director to discuss this further:

Available Dates and Times:

05/21/2025 - 11am-12pm EST
05/22/2025 - 9am-10am EST

Please confirm which of these options works best for your team. I look forward to speaking with your Senior Director and working collaboratively toward a fair resolution.

Regards,

LaMark Combs
Business Response
Date: 05/30/2025
Dear BBB,

Our Customer Success team thoroughly reviewed Mr. Combs’s request for reimbursement after he replaced his HVAC system using his own supplier. As part of the claim review process, we discussed the documentation typically required to maximize the contribution for a major system replacement and explained the relevant terms of the policy. Despite the complexities involved and the policy’s standard limitations, we worked to secure the highest possible reimbursement for Mr. Combs.

Ultimately, as a gesture of goodwill and to resolve any dissatisfaction, we offered an elevated refund of $500, which exceeds the standard policy terms. This final offer was extended in the spirit of customer care, and we are currently awaiting Mr. Combs’s response.

Liberty Home Guard remains committed to transparency and fairness, and our team is always available to address any further questions regarding policy terms or claims procedures.

Sincerely,
Liberty Home Guard Compliance Team
[email protected]
Customer Answer
Date: 06/04/2025

Complaint: 23183989

I am rejecting this response because:
Following your notification, I participated in a meeting with the company to discuss the matter in good faith. Unfortunately, the discussion did not result in a resolution. The issues raised in my original complaint remain unaddressed, and I continue to seek a fair and satisfactory outcome.

Regards,

Lamark Combs
Business Response
Date: 06/13/2025
Dear BBB,

From the outset of his HVAC claim, our team worked diligently to guide Mr. Combs through every step of the claims process. As is standard for all major system replacements, we requested any available preventative maintenance records for the HVAC unit, as outlined in Section H.2 of the policy. These records are an important part of our underwriting process and are used to determine both eligibility and the maximum possible contribution toward a replacement. The more comprehensive the maintenance history, the higher the potential reimbursement, as our system is designed to maximize contributions for well-maintained equipment.

We understand that Mr. Combs was only able to provide limited documentation, as he had not lived in the home for the full life of the unit. We explained that, in the absence of full maintenance records, the policy allows for a significantly reduced contribution, or in some cases, a full denial of the claim. Despite this, we ensured that Mr. Combs received the highest possible contribution under these circumstances. We approved $1,600 toward replacement costs through our network and $200 toward reimbursement if using his own supplier. In recognition of his dissatisfaction, we then extended an elevated refund of $500 as a courtesy and gesture of goodwill—beyond the standard policy terms.

We also took steps to ensure Mr. Combs received all requested documentation, including multiple follow-ups by phone and email, and made senior leadership available to discuss the resolution directly.

At this time, the elevated refund of $500 remains available as our final resolution. We are unable to further increase the reimbursement due to the policy’s requirements and the information available to us.

Liberty Home Guard remains committed to transparency and fairness in every customer interaction, and our team is always available for any further clarification regarding policy terms or procedures.

Sincerely,
Liberty Home Guard Compliance Team
[email protected]
Customer Answer
Date: 07/02/2025
Complaint: 23183989

I am rejecting this response because:
Despite numerous attempts to work with Liberty Home Guards Compliance Team, I have been consistently misinformed and misled throughout the claims process. From the outset, I made it explicitly clear that I suffer from health conditions that make a properly functioning HVAC system critical to my well-being. I initially contacted Liberty Home Guard in February to request an expedited replacement of my air conditioning and heating unit, but instead of assistance, I have received repeated delays, evasive communication, and what appears to be intentional obstruction.

Furthermore, the resolution they have offered is both unacceptable and insufficient. The policy terms they continue to cite were not clearly communicated at the time of purchase and, in practice, have proven unreasonable and burdensome. I believe their actions may constitute a violation of consumer protection statutes, including but not limited to:
- New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.)
- Truth-in-Consumer Contract, Warranty and Notice Act (TCCWNA) (N.J.S.A. 56:12-14 et seq.)
- Federal **************** Act Unfair or Deceptive Acts or Practices (15 U.S.C. 4158)
This situation has placed an undue burden on my family and me, both financially and emotionally. I respectfully request that the BBB reconsider closing this complaint as Answered and reclassify it under a more appropriate status, such as Unresolved or Pending Further Review, given that the core issues remain.

Regards,

****** *****
Business Response
Date: 07/11/2025
Dear BBB,

We appreciate the opportunity to further address Mr. ****** concerns regarding his **** system claim.

Liberty Home Guard strives to provide clear guidance and support throughout the claims process. In Mr. ****** case, as required under Section H.2 of his policy, we requested preventative maintenance records for the **** system. Section H.2 states:
Liberty Home Guard reserves the right to request proof of routine maintenance for covered systems and appliances as a condition for claim approval or reimbursement. Failure to provide adequate documentation may result in reduced coverage or denial of the claim.

Because Mr. ***** could not provide full maintenance recordshaving owned the home for only part of the units lifespanour claims team had to evaluate the contribution based on the information available. In these circumstances, the policy allows for a reduced contribution rather than full reimbursement.

Additionally, as outlined in Section D(6) of the policy regarding **** system coverage:
The maximum aggregate liability for the repair or replacement of covered heating or cooling systems is subject to a limit of $1,600 per system when utilizing Liberty Home Guards network, or $200 for reimbursement if the customer selects their own technician.

Based on these terms, we approved a $1,600 contribution toward replacement through our network, or $200 for reimbursement if Mr. ***** used his own supplier. Recognizing Mr. ****** dissatisfaction, and in the spirit of customer care, ********************** previously offered an elevated refund of $500 as a courtesy. In an effort to fully resolve this matter, we are now willing to further increase the elevated refund to $650 as our final offer. This amount exceeds the standard policy contribution and is intended as a gesture of goodwill.

Liberty Home Guard is committed to fairness, transparency, and compliance with all applicable laws and regulations. Our team remains available to answer any additional questions regarding policy coverage or claims procedures.

Sincerely,
Liberty Home Guard ************************start="2426" data-end="2429">************************************************************
Initial Complaint
Date:05/15/2025
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.
Filed a pool claim to repair an unknown leak. Took 3 trips from 2 separate **********s to diagnose the problem and one trip included "work" performed that did not even solve the issue. While speaking with their ************************* I was told that if I provided proof that there was an underground leak that they would refund all monies paid and restore my coverage that was blown by the first ********** not diagnosing the problem properly. Meanwhile, the first ********** that came to my house begun to text me and threatened to come to my home to "collect". *** claimed that they are not responsible and their **********s "do not work for us".All I wanted in to resolve the matter was the money that I had paid them to fix this issue, $216, and they outright refused. Dozens of calls, even one with **** *****, their Escalation Manager, who was able to provide no help other than he was "sorry". Which sums up the entirety of what LHG is good at. Apologizing for terrible service when customers need help the most.
Business Response
Date: 05/02/2025
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: 05/06/2025
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:

This response contains no resolution or time line of a resolution. Its baseless. I did not receive any repairs to my home that fixed the issues. I was lied to by their Sales and ********************** on what I would receive following their direction. I.e., if I do this, they will do that. I provided everything they asked and got nothing in return.
I did not receive satisfactory customer service.

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

Sincerely,

**** ******

Customer Answer
Date: 05/16/2025

Complaint: 23223460

I am rejecting this response because:
This response contains no resolution or timeline of a resolution. Its baseless. I did not receive any repairs to my home that fixed the issues. I was lied to by their Sales and ********************** on what I would receive following their direction. I.e., if I do this, they will do that. I provided everything they asked and got nothing in return. I did not receive satisfactory customer service.

Regards,

**** ******
Business Response
Date: 05/26/2025
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.
Initial Complaint
Date:05/15/2025
Type:Sales and Advertising 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.
This company doesn’t tell you upfront what their service actually is. The selling agents promise you that you will get full service on any repair of any covered items, regardless of age etc. They tell you the claim process will move very quickly which In actuality is ridiculous slow. The claim process took 2-3 weeks on both of my claims and I had to maje mutipke phone calls to them. The communication on their end is awful. They also do not mention that the policy actually does not cover any repairs but only parts. That was not ever mentioned when talking with the selling agent. They are very misleading. They also say any appliance will be covered but if your appliance is an older one they look at it’s blue book value and only offer a a tiny amount that covers nothing. This also is never mentioned when signing up. To the contrary I was told age did not matter. This is a case of bait and switch and this company should not be allowed to do business as they are doing it. I would like my policy amount for the year I signed up fully refunded
Business Response
Date: 05/02/2025
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: 06/03/2025

Complaint: ********

I am rejecting this response because:

I have spoken to a senior director and they offered an extra $100 only if I signed several release forms. That is not a good faith offer . I am reporting this the the BBB as well

Regards,

**** ******
Business Response
Date: 06/14/2025
Dear BBB,

Our Customer Success team worked closely with *** ****** to assist with her refrigerator claim and to offer support throughout the process. While the unit in question presented certain limitations based on our valuation guidelines, we extended a $100 contribution toward the repair as a gesture of goodwill and sourced the necessary part to help expedite resolution.

When *** ****** expressed interest in canceling her policy, we reviewed the account and determined that the allowable prorated refund under the terms of her agreement was $224.80. In an effort to go above and beyond, our team offered an elevated refund of $324.80, which exceeded the contractual amount, contingent upon standard release documentation.

As the elevated refund was not accepted, we will proceed with issuing the allowable refund and formally canceling the policy as requested.

We sincerely regret that *** ******** experience did not meet her expectations. Nonetheless, we remain committed to working in good faith and providing meaningful solutions wherever possible.

Sincerely,
Liberty Home Guard Compliance Team
****************************
Customer Answer
Date: 06/25/2025

Complaint: ********

I am rejecting this response because: What this company doesn't mention in their response letter is that the condition of the additional $100 they required that I sign a settlement release document which waived my rights to having my negative feedback on B.B.C. or any other reviews website. This is not a good faith effort but a form of hush money. In my opinion they should just willingly offer the $100 extra as a way to make amends to a customer whom received far less than expected service from them. I did tell them I would not sign their document as I felt it was more important to let other people know of my experience.

Regards,

**** ******
Initial Complaint
Date:05/14/2025
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.
April 15 date of service The worst home warranty company I have ever dealt with. I have two policies for two different homes. I made a claim on washer and dryer had to pay ***** each to HWC. Liberty Home Guard did not have a vendor in area so they approved me to get my own technician. The cost of repairs on dryer were ****** and washer ******. I had to pay out of my pocket for trip charge, diagnostics and some repair to **** of ******. Now Liberty home guard only wants to pay ****** on washer and ****** on dryer this is for the cost of parts only. So they are not paying for the technician to repair my washer or dryer. So after this my appliances will still be broken unless I pay out of my pocket again. Needless to say I have cancelled both the polices.
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.
Initial Complaint
Date:05/13/2025
Type:Billing 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.
Talked on phone Agreed on what policy i wanted took my credit card info over the phone. emailed policy which was not what we discussed or i wanted covered. I did not sign agreement. I emailed back; Come to find out they have been charging my credit card for 8+ months and will not refund. Will never use or never recommend what a scam
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: 05/24/2025

Complaint: 23325556

I am rejecting this response because:
To Whom It May Concern,

I am disappointed with the level of customer service I received from your company. During my recent call, I found the representative dismissive and unhelpful, outright stating there was nothing she could do to assist me. This experience was far below the standard of care I expected.

Additionally, I never received a survey from your company, which I would have appreciated to provide feedback directly. The tone and content of your recent response do not reflect the helpfulness and attentiveness I experienced when I contacted your company. Its truly sad that it required filing a BBB complaint to get your attention and for any effort to be made toward resolving my concerns.

No one from your company has reached out to me directly to address or resolve this issue, which leads me to believe that your recent reply is just an attempt to save face. I hope you understand that a genuine effort to resolve customer complaints involves meaningful communication, not just generic apologies.

I expect better from your company and hope that you will take my concerns seriously without further delay.

Sincerely,
***** Belair
Business Response
Date: 06/04/2025
Dear BBB,

Following the initial complaint, our team promptly investigated the matter and made several documented attempts to connect with Mr. ****** via phone and text. When contact was successfully established, our representative discussed the details of the policy and clarified the terms of enrollment. While Mr. ****** expressed concern about the enrollment, our records show that he reached out in December to request a PDF copy of his policy, which suggests there was an understanding of the coverage at that time.

Nonetheless, in the interest of resolving the matter amicably, we extended a courtesy refund offer of $300despite the policy being active for over eight months. Mr. ****** has accepted this refund option, and we are currently in the process of finalizing the arrangement so that payment can be issued.

Should Mr. ****** wish to proceed, he may contact us directly or reply to the email correspondence sent to him.

Sincerely,
Liberty Home Guard ************************start="1467" data-end="1470">************************************************************

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Liberty Home Guard is NOT a BBB Accredited Business.