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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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.

Initial Complaint
Date:05/13/2025
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.
I filed a claim with Liberty Home Guard to repair my washing machine on April ******. Atech came out on April 7 and diagnosed the issue and said a part needed to be ordered. The part was ordered and came to my home on April 10. The tech was contacted and he came on April 14th. When he came he said he needed a tool that he didn't have with him. He came again on April 20th and then said that one of the conponents sent with the original part was wrong and another piece needed to be ordered. He came again on April 24th and then said he couldn't fix it and that Liberty needed to have another company come fix it. I immediately contacted Liberty and informed them. Since then there have been more than 10 phone calls and 4 emails basically saying the same thing- that the case was under review and would be quickly taken care of. So, in eccense my machine has been inoperable for over a month with no resolution in sight. I have paid all fees required and have no completion of service is in sight.
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: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.
Subject: Formal Complaint Against Liberty HomeGuardTo Whom It May Concern,I am submitting this complaint regarding Liberty HomeGuard with whom I currently hold a home warranty policy. My concern involves a complete failure on their part to deliver timely service in response to a legitimate plumbing issue, which resulted in both out-of-pocket expenses and a significant loss of wages.I submitted a service request to Liberty HomeGuard on April 10, 2025, for a plumbing issue that should have been covered by my warranty. Despite advertising a response time of 2448 hours, more than a week passed with no technician arriving. Three appointments were scheduled (April 12, April 15, and April 17), and on each occasion, no one showed up. When I called the company after the missed appointments, I was toldtwicethat the technician had been in an accident. No alternative technician was dispatched, nor was a resolution offeredAfter waiting more than a week, I had no choice but to contact a local plumber on April 21, who arrived promptly the next day and resolved the issue. The contrast in service was *****. I paid out of pocket for the repair and lost work hours on each missed appointment. The lost wages alone were greater than the annual cost of the warranty itself.Liberty HomeGuards failure to honor its service commitmentsand its lack of communication, accountability, and urgencydemonstrates a troubling pattern of neglect. I am requesting assistance from the Better Business Bureau in resolving the following:1.A formal explanation from Liberty HomeGuard regarding the repeated no-shows and lack of timely response.2.A statement of what corrective actions they will implement to prevent this from happening to others.3.Full reimbursement for the plumbing repair and compensation for the wages lost due to their failure.I appreciate your attention to this matter and hope the BBB can help ensure that Liberty HomeGuard is held accountable
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:05/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Summited a claim on 03-19-2025. Technician ordered the wrong part. The part is obviously wrong since the part I need is about 3 inches and the part they sent is over 10 inches with the wrong cover. Company's position is that until a certified technician can verify the part is wrong they will not proceed. However they refuse to send out a technician. Please help
Business Response
Date: 05/22/2025
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: 05/22/2025

Complaint: 23318891

I am rejecting this response because:

I have been contacted 6 times by the business and explained the issue and each time they assure me they will handle it. It appears this is the way they conduct business as numerous similar complaints have been made and a D rating by the BBB

Regards,

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

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

Upon receiving Mr. ********** complaint, our team made every effort to assist in resolving the issue as efficiently as possible. Our records indicate that the original delay stemmed from a part being ordered incorrectly by a third-party technician. We understand the frustration this caused and sincerely apologize for any inconvenience.

Throughout the process, our representatives remained in direct contact with Mr. ********** providing updates and attempting to identify a qualified technician able to complete the repair with the correct part. When it became apparent that we would be unable to facilitate the installation in his area, we worked with Mr. ********* to find a resolution.

As a gesture of goodwill and in an effort to resolve his dissatisfaction, our Customer Success team offered an elevated reimbursement of $750. Mr. ********* agreed to this resolution, and we consider this matter fully resolved.
Should Mr. ********* require any further assistance, we encourage him to contact our support team directly at ********************************** so that we can ensure a smooth conclusion to this matter.

Sincerely,
Liberty Home Guard ************************start="1316" data-end="1319">************************************************************

Customer Answer
Date: 06/05/2025
[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:05/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Liberty Home Gaurd is terrible in response time and assistance to their customers.Ive had an issue going on two weeks now and no one gets back to me; I have to contact every day for hopefully an update. This has happened in every situation Ive had to file a claim for service. Liberty Home Gaurd cancels my policy every month and re-activates it when I call about an issue. Yet they take my monthly payment for me to be their member. Is there any reliable home warranty company anymore??? Id like quick reliable service, not operators that cant help me.
Business Response
Date: 05/15/2025
Hi Ms. Young--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: 05/15/2025
[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:05/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid Liberty Home Guard $****** to have my dryer repaired. They sent a technician out and he repaired the dryer. Before the 60 day warranty expired the dryer started having problems again. I called Liberty Home Guard to get them to send the techinican out to fix it again. They said because they called me about the repair and I didn't answer my 60 day warranty is void. I told them it was their technician that they sent out and by California law the technician rightfully has to come back out and fix it since its within 60 days. They don't care told me I didn't close the claim correctly and they took another ****** from me to send the same technician out again to fix what he didn't fix the first time. It should matter that I missed a call which I never recieved. They sent someone to my home he came in my home worked on my dryer I paid for the service and I didn't get what I paid for. This is not fair practice and should be refunded my second ******. This is sad I have been a customer for years and pay them on time every time. I expect for what I pay that they send somone out to fix it properly and if they don't fix it properly the company rectifiy it within reason and it was within a 60 day reason.
Business Response
Date: 05/12/2025
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: 05/12/2025

Complaint: 23281238

I am rejecting this response because:
I have called and talk to several managers trying to work this out. I have been a customer for several years and explain the situation multiple times to multiple managers and customer service reps.
When I informed the last manager that I would be filing a BBB complaint if she didnt want to help me resolve this her response was she didnt care.
Not sure if calls are recorded for quality assurance, but youre welcome to check this call.
I was forced to pay another $125.00 to get my Dryer looked at when it was worked in less than *************************************************************************
Your response is just another run around just like the manager who told me she didnt care go file a BBB complaint.
Regards,

*********** ******************
Customer Answer
Date: 05/15/2025

Better Business Bureau:

The business called me back after I rejected their response and came up with a resolution for me that I agreed to.

Regards,

*********** ********** **
Initial Complaint
Date:05/02/2025
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.
To Whom It May Concern,I am writing to formally dispute the handling and outcome of my recent service request filed on April 3, 2025, regarding my homes air conditioning unit.Upon submitting the claim and paying the required $100 fee, a service appointment was scheduled. I took time off work to be available, but the assigned technician never arrived. I was then assured that a technician would come the next day, so I again took off work. Unfortunately, no one showed up that day either.After repeated follow-ups, a technician finally arrived approximately a week later. He assessed the system and determined that the unit needs to be replaced. However, I was informed by Liberty Home Guard that because I do not have maintenance records for the unit, only $1,200 would be covered, leaving me with an out-of-pocket cost exceeding $6,000.When I purchased my home and this warranty just a year ago, I was never informed that failure to provide maintenance records would void full coverage. In fact, I was assured that if something could not be repaired, it would be replaced under the terms of the contract. As a new homeowner, I relied on those representations when choosing Liberty Home Guard.I have upheld my end of the agreement by paying for the warranty and initiating the claim in good faith. The delays, missed appointments, and denial of full coverage without prior disclosure of such a critical requirement are both frustrating and unacceptable. I am requesting a reevaluation of this decision and a full review of the claim.Sincerely,***** ******
Business Response
Date: 05/12/2025
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: 05/15/2025

Complaint: 23279002

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

Thank you for your response and acknowledgment of my complaint. While I appreciate the apology and the indication that an internal investigation is underway, I must express that the resolution offered thus far is wholly inadequate given the circumstances.

Specifically, I was offered $1,600 toward my AC replacement instead of $1,200. If agreed to continue doing business with Liberty Home Guard you offered to waive the $100 claim fee if I filed another claim. I find this conditional resolution unacceptable. I should not be required to continue service with a company that has already failed to uphold the terms and expectations of our agreement.

When I requested a full refund of the money I have paid into the policygiven the delays, missed service appointments, and unexpected denial of coverageI was told that a full refund would not be possible. This further reinforces my belief that the warranty service was misrepresented at the time of purchase and that the company is not acting in good faith to resolve my concerns.

Again, I was never informed that maintenance records were a prerequisite for full coverage, especially considering that I purchased the warranty and the home at the same time. Your companys handling of this situation has left me with over $6,000 in out-of-pocket expenses, despite having invested in a protection plan specifically to avoid this kind of financial burden.

At this point, I respectfully request a full refund of the premiums I have paid under this policy. If this matter is not resolved appropriately, I am prepared to escalate the issue further through additional consumer protection channels and public reviews to ensure others are made aware of these concerns.

I am open to continuing a professional dialogue to bring this matter to a fair resolution.

Regards,

***** ******
Business Response
Date: 05/23/2025
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: 06/04/2025

Complaint: 23279002

I am rejecting this response because:
I was recently advised to direct my concerns to a Senior Director at Liberty Home Guard. However, after reviewing your website and available contact information, I could not find any listing or mention of a Senior Director or similar point of contact.

My ongoing efforts to resolve this matter have primarily been directed to *******, who has stated there is no one above him with whom I can speak. This is concerning, as no company of your size and scope should operate without accessible senior leadership, especially when customer complaints escalate to this level.

To be clear, I am open to a professional and constructive conversation with a senior-level decision-makeras long as it is someone other than *******. It is evident that his position and approach to this matter have not led to a satisfactory resolution, and continuing down the same path would not be productive.

I look forward to being contacted by someone with the appropriate authority to offer a fair and final resolution. I am more than willing to work toward a mutually acceptable outcome, but only if the conversation is escalated beyond the current level and I am speaking to the Senior Director on the phone.

Regards,

***** ******
Business Response
Date: 06/13/2025
Dear BBB,

We appreciate Ms. ****** for sharing her concerns and the opportunity to address her experience. We regret any inconvenience caused by delays in technician scheduling and want to assure both Ms. ****** and the BBB that customer satisfaction is our top priority.

Upon receiving Ms. ****** claim, our team worked to coordinate service as quickly as possible. We acknowledge there were unforeseen delays in assigning a technician, and we sincerely apologize for any disruption this caused.

After the technicians assessment, our ********************** reviewed the claim in accordance with the policys terms. As maintenance records were not available, our ability to approve a full replacement was limited by underwriting guidelines. Despite this, and as a gesture of goodwill, we elevated our contribution toward a replacement unit to $1,600- above the initial approval amount. We also offered an elevated refund option and the waiver of a future claim filing fee, all extended as courtesies and without admission of liability.

Ms. ****** has declined these offers, but we want to reiterate that they remain available should she wish to reconsider. We are committed to continued dialogue and resolving this matter amicably.
In response to Ms. ****** request to escalate her concerns, our Head of Customer Success has personally reached out to her via email to offer direct assistance and facilitate a conversation. We remain at her disposal to work towards a fair resolution.

Thank you for allowing us the opportunity to address this matter.

Sincerely,
Liberty Home Guard ************************start="1809" data-end="1812">************************************************************
Customer Answer
Date: 06/19/2025

Complaint: 23279002

I am rejecting this response because:
---------- Forwarded message ---------
From: Sunshine ****** <***********************************************************************************************************************************************>
Date: Mon, Jun 16, 2025 at 9:45 AM
Subject: Re: Escalation of Your Concern Liberty Home Guard
To: **** ***** <******************************************************************************************************************************************************>

Dear Nino,

Thank you for reaching out and for taking the time to personally address my concerns. I appreciate your willingness to connect directly and help move this matter toward a fair resolution.

My availability for a call is Monday through Friday between 12:00 PM and 1:00 PM. Please feel free to choose a day that works best for your schedule during that window, and I will make myself available.

I look forward to speaking with you and sincerely hope we can come to a resolution that reflects the time, trust, and money Ive invested.

Best regards,
***** Rogers

Business Response
Date: 06/28/2025
Dear BBB,

We appreciate Ms. ****** for taking the time to share her concerns and the opportunity to address her experience. In an effort to resolve this matter amicably, I personally reached out to Ms. ****** as the Head of Customer Success and offered her an elevated contribution of $2,000 toward the replacement of her air conditioning unit. Additionally, I extended an elevated refund option of $600 as a courtesy.

Ms. ****** has elected to proceed with the elevated refund, and we are now processing this resolution. We believe this outcome demonstrates our commitment to working with customers and going above and beyond the policy requirements to ensure satisfaction.

Thank you for the opportunity to address this matter.

Sincerely,
Liberty Home Guard ************************start="936" data-end="939">************************************************************
Initial Complaint
Date:05/01/2025
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.
Filed a home warranty claim for my water heater getting too hot and a sulphur smell at times. Tech come to my house a few days later and said he would report back to Liberty Home Guard. Received a call from a lady who worked for ***. She started off by saying "some cities have hot water", so I quickly corrected her non-sensical comment, and then she proceeded to tell me that that the issue with the water heater was covered, however, LHG would only pay for the parts and I would be responsible to the labor. I have never heard a home warranty company say some foolishness like that. Since the issue is covered, *** should pay for parts and labor.
Business Response
Date: 05/09/2025
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: 05/09/2025

Complaint: 23276517

I am rejecting this response because:
Customer surveys are not an appropriate or effective method for addressing specific issues of customer dissatisfaction, especially in situations like this where a clear service failure has occurred. If your team was genuinely investigating my complaint, I should have been promptly contacted by phone to be informed of the ongoing investigation and next steps. The lack of timely communication is disappointing and does not reflect a commitment to customer service. Additionally, this matter is straightforward: the faulty items in question were covered and should have been paid for-both parts and labor. There should be no delay in resolving such a cut-and-dry issue. I expect a direct resolution to this matter without further delay. Please contact me as soon as possible with a concrete plan.

Regards,

******* *******
Business Response
Date: 05/22/2025
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: 06/04/2025

Complaint: 23276517

I am rejecting this response because: I was waiting on a response from Liberty Home Guard. They asked me to send them an email with my availability last week so that a manager could call me to resolve the issue. However, I did not hear from them

Regards,

******* *******
Customer Answer
Date: 06/04/2025

Complaint: 23276517

I am rejecting this response because: I was waiting on a response from Liberty Home Guard. They asked me to send them an email with my availability last week so that a manager could call me to resolve the issue. However, I did not hear from them

Regards,

******* *******
Business Response
Date: 06/16/2025
Dear BBB,

The claim submitted by Mr. ******* ******* for his water heater was thoroughly reviewed by our Resolutions and *************************** Based on the technicians diagnosis, the issue was deemed covered under the customers policy; however, installation services are not included within the scope of standard coverage. This exclusion is consistent with Section H.1.p of the policy, which outlines that installation costs are not covered due to the wide variance in installation requirements from home to home.

That said, we regret any dissatisfaction Mr. ******* experienced during this process, particularly around communication and expectations. While we did not receive the follow-up email the customer referenced regarding scheduling a manager call, we were ultimately able to connect with Mr. ******* directly on June 16th to reopen the discussion.

In an effort to resolve the matter amicably, our team has begun working on an elevated refund as a gesture of goodwill. The customer has expressed a preference to cancel the policy, and we are currently reviewing the refund options accordingly.

We remain committed to delivering a resolution that reflects both fairness and our dedication to customer satisfaction. We encourage Mr. ******* to remain in communication with our team so we can finalize the elevated refund offer.

Sincerely,
Liberty Home Guard ************************start="1494" data-end="1497">************************************************************
Initial Complaint
Date:05/01/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a home warranty covering all home appliances. I tried to use the warranty and they did not want to cover the appliance because it is high-end. This is unacceptable as they never sent me the policy and never mentioned that there was a limit on coverage for certain types of appliances. I want my money back- all of it!
Business Response
Date: 05/09/2025
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:04/29/2025
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.
Filed a home warranty claim for a garage door that is opening slow and not opening at all at times. The issue was pretty obvious caused by the springs. First appointment was a no-show for the contractor and had to be rescheduled. Second appointment lasted about 10 minutes, some photos were taken but the contractor was an appliance repair man and had no garage door experience. No updates for 3 weeks and then I get a notification that a new appointment is needed, this time from an actual garage door contractor. I had high hopes. The contractor arrived the day of the appointment and confirmed within 5 minutes that the springs were broken. He tried to update Liberty **** Guard but was unable to after waiting on the phone for 90 minutes. On 4/23, over a month after the claim was filed, 3 appointments, the claim was denied because the contractor stated the spring system had to be modified. This was not the contractor of my choosing, nor do I care or have a say of what has to be done to get fixed. If Liberty Home Guard does not want to pay for "modifications" then they should find a contractor that can address and fix the issue as the warranty is supposed to. Obviously all the reviews and complaints are true, and this company is a scam, does not care about their customer, is not willing to help and have horrible customer service.
Business Response
Date: 05/07/2025
We hereby notify the BBB in writing that we have resolved this complaint directly with the complainant.
Initial Complaint
Date:04/29/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cost of Total Home Guard Premium: $911.14, coverage is ************ of refrigerator failure: 4/20.Claim opened on: 4/21 Technician arrived: 4/23.Current outcome: unit is non-functioning. Liberty Home Guard is using a loop hole in the policy to not cover/pay for a replacement unit. "E. APPLIANCE GUARD - The following coverage and exclusions to coverage apply if You elected for complete Appliance Guard or complete Total Home Guard coverage under this Agreement. Please be advised that professional series, professional grade, luxury, high-end, premium, or like appliances are excluded from coverage unless coverage for these types of appliances is additionally purchased.NOTE: See Section H.10 for applicable Covered Item dollar limits.3. Kitchen Refrigerator (must be located in the Kitchen)a) COVERED: All mechanical components and parts, including mechanical components and parts of freezers that are an integral part of the refrigerator; Ice makers.b) NOT COVERED: Racks; Shelves; Handles; Refrigerant; Ice crushers; Water lines; Water/ice dispensers and associated equipment; Line restrictions; Interior thermal shells; Wine coolers or mini refrigerators; Doors, seals,and gaskets; *********************** Clogged drains and lines."By design all refrigerators are closed systems. So this contract effectively means that when that failure happens Liberty Home Guard will not cover a replacement.Liberty has offered $550 which doesn't come close to the cost of a replacement unit. Furthermore, my son require his medication be kept cold and it has been difficult to achieve this without a fridge. The only means of communication has been email, which is horribly slow and ineffective. This entire experience has been a failure in customer service. For this reason I am opening this complaint as I will have no other option, but to buy my own replacement.
Business Response
Date: 05/09/2025
Hi Mr. *****--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: 05/13/2025

Complaint: 23264219

I am rejecting this response because:

This is still in process. The Senior Director that reach out to me stated that he was going to continue working with the customer policy department to see what other options are available. But he basically told me that sorry not sorry you should have read the contract before buy. To which I responded, no where on your website does it talk about the details, specifically, the items that are uncovered. That and the salesman that sold me the policy never talked about the exceptions. Slightly deceptive if you ask me.

Regards,

****** *****
Business Response
Date: 05/22/2025
Hi Mr. *****--thank you for your message, and we hope all is well. We understand that a member of our *************************** offered to reimburse you $450.00. 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,

****** *****

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Liberty Home Guard is NOT a BBB Accredited Business.