Complaints

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

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• 

  Liberty Home Guard

  2359 Route 33 Robbinsville, NJ 08691

• 

  Liberty Home Guard

  1202 Avenue U # 1061 Brooklyn, NY 11229

• 

  Liberty Home Guard

  1101 Avenue U Ste 1 Brooklyn, NY 11223

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

• Initial Complaint

  Date: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,
  
  ****** *****

• Initial Complaint

  Date:04/22/2025

  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.

  ***** paid on March 4 2025 for service claim on cooktop !as per contract requires !No one called me to make a diagnoses of cooktop ! I looked up service person from Runto . His name is ******* . He was assigned by Liberty . ******* told me to send picture and I did immediately ! I heard nothing for a few weeks and I called ******* to follow up! He told me he just sent in information to Liberty ! I felt something was wrong with this situation so I contacted Liberty and they closed the claim! They stated the system closed the case ! I told them there was a problem with there system and I have never received anything from them nor did I receive the service for the ***** paid ! I need to have the cooktop ***aired! I paid to have the service and they took my money ! ******* just told me that he could not believe that they were doing this to me ! He stated he would get the claim active and do the diagnoses ! I talked to another service *** whom works for them ****** ******* and he stated that the *** is required to come out and diagnose the problem !

  Business Response

  Date: 05/06/2025

  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:04/17/2025

  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 have a nearly 50 year old house and when my 15 year old washer started to leak I filed a claim. Liberty Home Gaurd stated because the appliance is over 12 years old they will not repair, even though my washer works fine it just has a leak we need stopped up. Liberty Home Gaurd offered me $200 credit to buy one of the washers from their warehouse. The policy was sold to me knowing I have *** older house with older appliances, and they knew they were not going to be covered. I feel like this was set up to scam me out of my money knowing full well that they had no intention of fixing my appliances as they knew they were older than 12 years and they were not going to cover the repairs. All they have tried to do with me so far is sell their stock of appliances. I just want my washer fixed. But I don't think I can continue to keep them as my home warranty company as I feel they knowingly sold me a policy that they knew would not cover the appliances In my house.

  Business Response

  Date: 05/01/2025

  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: 05/05/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2025

  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 paid in full for a warranty. Air conditioner went out called Liberty. They said 2 days for a tech. Im 71 in ************* I called my own tech and paid him $350. Liberty then sent a tech I paid them $125. They kept telling me the tech and I would be called. No response I called several times. Its under review. Well not true because according to liberty manufactures warranty comes first. Every appliance is new why would I take a warranty ? They kept me waiting till 4:45 when I called they told me my claim is denied. Very nice Thursday afternoon. Easter weekend. Now I get to lay out another $1000. The salesperson should have stated this before I enrolled. Cant talk to a supervisor can only speak with people who dont know other than saying claim is in review. Why in review if they are going to default to manufacturer warranty. Just a waste of time

  Business Response

  Date: 05/01/2025

  Hi Ms. ******--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?

• Initial Complaint

  Date:04/17/2025

  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.

  We have had a few issues with service and refusal to fix or replace covered parts which cause us to buy a new ac system. Then last month we filed a claim because our refridgerator stopped working. They sent a technician who did not listen and failed to correctly diagnose the problem so when he came back two weeks later he said he did not have all the parts needed to fix and would have to update liberty to order the parts then come back and fix. On top of that while he was there he broke a door to one of the interior cooling drawer. Then one of the ordered parts arrived broken and they would not order a replacement until the received confirmation that the part was sent back. When they got that confirmation they informed us the part was on back order and that we should order it ourselves. At this point we decided to cancel our policy and get the prorated refund we were guaranteed when we signed up but they are trying to short the refund. We have now not had a working refrigerator for almost two months now.

  Business Response

  Date: 05/01/2025

  Hi Ms. ****--thank you for your message, and we hope all is well. Your settlement payment was issued via check payable to you and addressed to the Covered Property. As such, is it safe to say that this matter has been resolved to your satisfaction?

• Initial Complaint

  Date:04/15/2025

  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.

  I detailed all these questions with the uploads that i submitted

  Business Response

  Date: 04/29/2025

  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:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were given this home warranty through our inspection company. For some reason the home warranty company started our coverage before we even purchased the house which makes no sense. I didnt realize it had already started and I got a notification we only have 36 days left of our 90 days. I asked if we could have the start date moved to either Feb 18 when we closed on the house house or March 15 when we moved in. They said no cuz we set it to start Jan 20. We wouldnt have set it to start before we bought it but whatever. They also had the wrong address for a while. I had to ask them multiple times to change it. I had to file 2 claims and its been a pain. First of all you have to pay $200 each time you make a claim and apparently theres no guarantee they will cover anything! I didnt know this otherwise I wouldnt have filed a claim. The first claim we filed was for electrical work and we did it as a reimbursement. Which means we would pick our own electrician and he would call with a diagnosis and theyd approve the claim and hed do the work. The guy that helped me file the claim made it sound like the approval or denial would happen that day. You cannot have work done until they approve it. So its been a week and we are still waiting on approval. The second claim we filed is an active leak in our bathroom. This time we decided we would use their people because maybe it would be faster. It took 3 days for them to find us someone and its a no name technician company that doesnt even have a website. They cant come until Monday (today is Thursday and we filed last Monday) and even then when he comes they may not approve of the diagnosis so he wont be able to do the work until he does. This is the worst home warranty company Ive dealt with. Everything is slow. Weve spent $400 so far and nothing has been done. Im letting our inspection company know how horrible this place has been and maybe they will look elsewhere for home warranties

  Business Response

  Date: 04/24/2025

  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:04/08/2025

  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.

  As a customer and a Disabled Veteran, I've never been more dissatisfied with a company than my recent experience with Liberty Home Guard. After paying them to replace my AC Unit (inside & outside units) it still isn't working and it's been 3 weeks. They refused to replace it due to what they claimed was leaks so I paid for a unit through them. It arrived and was installed and both units had leaks upon installation. Now they are telling me that I must go through the manufacturer instead of them ensuring that what I paid for works. The technician told me that both units need to be replaced. I will never recommend Liberty Home Guard to anyone.

  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.

• Initial Complaint

  Date:04/08/2025

  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.

  It is a home warranty company that states it is #1 in this business type. My 20 year old fridge was a covered appliance. I paid $300 for 2 service calls to fix a failed water dispenser. They could not fix it or replace the parts and told me I needed a new fridge but would not pay for any of it. I pay $82.49 per month for this service. Every other warranty company I have ever had had no limitation on age of appliance and would always replace with a similar type of appliance if necessary.

  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.