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

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

If you've experienced an issue

Submit a Complaint

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

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.
On 2/4/25 I purchased a Liberty Home Guard warranty policy paid $699.99. On 3/20/25 I put in a claim for hot water valve leak under my kitchen sink. I paid the $125 deductible to initiate the repair process. The respondent assigned to complete the repair scheduled my appointment for 3/25/25 which would be several days away for any situation involving a water leak.I attempted to expedite the claim as instructed in the email confirmation received from Liberty Home Guard. The communication with All in All plumbing was sparse and ****** stated he wouldnt be able to come out until 3/25. I called Liberty to request another option or company assigned for my claim as the leak became more severe. Filling a bucket of water every hour. The Liberty employee suggested I call a local plumber for prompt service and explained the reimbursement process.I called **** Counsel Plumbing in ************ who arrived with in an hour. The technician examined the issue and I phoned Liberty as instructed having the technician state the issue and remedy to the authorization customer service representative of your company. The hot water valve needed to be replaced and cost was $358 which included parts and labor. The next step of process was to speak with the review department. This is when it was explained that Liberty would not pay for the installation of the valve and would only reimburse me $130. The cost to initiate a claim is $125 and if it were possible to wait more than 5 days from claim initiation I would have and the valve would have been replaced for the initial $125 fee charged. I have a similar issue with this company regarding my dishwasher. The suggest to replace vs repair and only pay $150, charge for client installation and removal
Business Response
Date: 04/21/2025
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:03/25/2025
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 signed up with Liberty Home Guard last year when I received a call from one of their sales people. I asked them specifically what items were covered. Last week, on Wednesday 3/19, I called to place a service request for a toilet tank leak and a kitchen faucet. I was told at the time I purchased the policy that they were fully covered including parts and installation, and that I would only have to pay the per-claim fee. I paid the per-claim fee at the time I placed the service request. When the plumber came, he diagnosed and advised that he would send the report to the company and that I should hear from them in a few hours. I waited for the entire day and made multiple calls. They kept saying that the claim was under review. Next day, on Friday, they called me and advised that I need to pay for installation of faucet and that the company only covers the part, I asked them about the toilet and they said that was covered fully. So, I advised them to take care of the toilet only because that was urgent, and the person I spoke said he would call me in a couple of hours with authorization. Yet, both the plumber and I kept calling them and they kept saying the claim was under review. Finally, the weekend came and they called me on Sunday saying that I needed to pay additional $145 if I wanted the work done because they did not cover labor. It was totally outrageous. You do not sign up for warranty if it it does not cover labor. The company mislead me into signing up with them, and when the time came to provide service, they failed to do that. I want them to refund me the additional $145 they charged on top of the per-claim fee of $85.
Business Response
Date: 04/10/2025
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: 04/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I have already contacted the business, both with their customer service and the authorization department, and they refused to provide any remedy. They indicated they would not provide the service unless I paid the amount above and beyond the per-call fee, which I paid at the time I paced the service request. Therefore, I had to pay extra to get the work done. If the business is serious in resolving the complaint, they should either call me or provide a specific phone number or email address and the name of the person to communicate with.

[Your Answer Here]

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

Sincerely,

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

Business Response
Date: 04/30/2025
Greetings--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?
Customer Answer
Date: 04/30/2025
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:03/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is such a scam. They collect monthly premiums for bogus insurance then when you have a claim they charge you $125 then they offer you less than $125 for a covered repair. Our HVAC went out during the coldest days of the year and if we had waited for them to process our claim we would have frozen. These people are crazy. Then when I asked for a refund they had the nerve to send me $57.06 and not the $750 for the covered repair, or even the $125 they conned me out of to file my claim. It is a complete and total unfair business practice, money racket, and likely racketeer-influenced corrupt organization. Someone should shut them down. The freak weather created an incident where normal rules don't apply (called force majeure) which permitted us to take emergency action and *** should have honored its service contract. Instead they voided the contract ab initio but failed and refused to refund every dollar we paid them plus the bogus claims fee. They should pay treble damages for their fraud.
Business Response
Date: 04/08/2025
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: 04/08/2025
Better Business Bureau:

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

I have received no such survey as mentioned in the business's reply, nor should one be required to evaluate my complaint. I requested a full refund of all monies paid to the Liberty Home Guard organization as they breached and did not fulfill their part of the contract. This voided our agreement and I intend to file a legal complaint to fully recover all the money I lost, should LHG continue to act in this manner. In *******, fraudulent business practices entitle me to recover treble damages, attorney fees, and costs. *** is engaged in fraudulent and unfair business practices in violation of the Georgia Fair Business Practices Act. They sent me a check for $57.06 which I did not cash because it is an arbitrary amount and is totally insufficient to make me whole and restore me to the position I was in prior to engaging with LHG.

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

Sincerely,

****** *****

Customer Answer
Date: 04/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, additionally the business and I have reached a resolution that is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****
Initial Complaint
Date:03/09/2025
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 purchased the highest package of home insurance offered to me by the Liberty Home Guard ***resentative after inquiring several times about their policy, what was covered and the processes for filing a complaint to resolution. When questioning about exclusions portion of the policy in regards to the appliances I had I was told mine should not be an exclusion. Six months into having coverage my refrigerator was not working properly. I submitted a claim and paid the claim fee and had to go through several attempts before it was scheduled on the correct requested day. After the technician assessed the issue liberty resolution department contacted me a few days later and told me my kitchenaide refrigerator was considered high end and is not covered without purchasing the additional coverage. They can only offer $100 towards a new refrigerator though them. I explained when purchasing the warranty I was told my appliances was not an exclusion and only various models such as professional and commercial grade of brands mentioned are excluded. The resolution technical continued to quote the section of the policy in which kitchenaide was mentioned and so coverage is not offered. Once again I told them the section was vague and in purchasing the policy I was told my appliances was not considered premium, commercial or high end and so added coverage was not offered. After asking more questions to clarify the policy and my options the resolution tech hung up on me before I was finished. This company seems like a scam to get you to sign up and pay the fees. The exclusions are not clearly stated and sales *** answers them in a deceiving way to give you assurance you should not have a problem. Once a claim is made there is some exclusion to not cover and give option to purchase their appliances. The resolution technician was very rehearsed in his answers and unprofessional. I've filed a complaint through their survey to escalate to leadership and have not heard back yet.
Business Response
Date: 03/21/2025
Greetings--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: 04/05/2025
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:

Account manager understood my concerns and said he would research customer service complaint, coverage clarity concerns. However, gave the same response that the only thing the company can do is give me $100 towards new refrigerator. Nothing can be done about my concerns of being given false/misleading information about my appliances being covered. In addition, if I were to cancel my coverage it would be prorated minus the cost of service technician cost who diagnosed the refrigerator. Essentially I would not be getting anything back with cancellation. Other than the account manager being much more pleasant/professional and offering his contact information to work directly with him for future claims my other concerns on coverage and issue with fixing/replacing refrigerator as I thought should be coveraged is not resolved.

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

Sincerely,

**** ******

Business Response
Date: 04/29/2025
Greetings--thank you for your message, and we hope all is well. Your settlement payment was issued to the credit/debit card account that we had on file. As such, is it safe to say that this matter has been resolved to your satisfaction?
Customer Answer
Date: 04/29/2025
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:03/04/2025
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.
In April, 2024, purchased a home warranty/service product from business for $600. On 1/20/2025, our hot water heater ruptured and needed to be ***laced. The business took our claim and charged us $115 to start the claim. They spoke with the ***air technician about the situation and discussed the sourcing of a ***lacement heater. The Liberty ***resentative told me the claim was denied as the policy/service contract does not cover "leaking". The technician did not tell them the cause of the rupture was do to leaking, but a bursting of the tank itself. I requested the denial in writing so I could file complaints and lawsuit. Liberty's *** said they do not provide written denials. I insisted, but have yet to receive anything in writing. I have sent emails, with no detailed response. I paid $2380 to ***lace the hot water heater. Of that, $1000 is related to the hardware necessary to ***lace. I have sent this as a demand to Liberty.
Business Response
Date: 03/18/2025
We sincerely apologize for any dissatisfaction that you have experienced. For your information, the most efficient way for us to resolve your complaint would be for you to take the survey that we sent you via email or for you to call us. Regardless, we take the utmost care to ensure that every interaction with our customers meets their expectations, meaning your BBB complaint is being taken with extreme seriousness. In fact, we are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of customer service, we will work with you to attempt to resolve this complaint amicably. Once again, we offer you our sincerest apologies and are looking forward to the prospect of settling this complaint.
Customer Answer
Date: 04/02/2025
Better Business Bureau:

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

Their responses is template in nature. I have spoken with their customer service and with their resolution department. I have completed the survey and I have emailed with them repeatedly. They continue to maintain an exclusion in the contract (designed to exclude coverage for the subsequent damaged caused by a leak) is the reason for their rejection of my claim. The cause of the damage to the hot water heater is a covered loss. I have only ask for them to pay $1000 (plumber indicated the cost of the materials) of the $2300+ repair bill.

I have given them until 4/10/2025 to agree to the above amount. Otherwise I will file a civil action for damages.
I appreciate the assistance of the BBB in this matter.

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

Sincerely,

**** *******

Business Response
Date: 04/29/2025
Hi Mr. *******--thank you for your message, and we hope all is well. You were offered a settlement via email. Please follow the instructions in that email to confirm your acceptance.
Initial Complaint
Date:02/24/2025
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 have a new home and have a home warrant with Liberty Home Guard. Per the contract, they cover the dishwasher. I was told over the phone that the dishwasher is covered. I filed a claim because the dishwasher sprayer broke off and the dishwasher wasn't cleaning well. I spent 80 dollars for someone to come out and tell me they would order a part and be back to install it. They never did. Liberty home guard told me the dishwasher is too old and they will not cover it because it's past its life expectancy...which isn't even true. They told me to buy a new dishwasher and they won't be covering anything. I spoke to someone before I paid the 80 dollar service fee and they told me I would either have the dishwasher repaired or replaced. Neither was true.
Business Response
Date: 03/10/2025
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: 03/14/2025
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]
This business has taken ***************************************************************************************************** to spend more money because they didn't initially fix the problem. They refuse to send me a replacement part and told me they won't cover this anymore because the dishwasher is too old. It's either one or the other. They had intentions of repairing it but are making excuses to not replace it now, and they're trying to nickle and dime me for the repair that I ALREADY PAID FOR.

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

Sincerely,

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

Business Response
Date: 04/03/2025
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:02/22/2025
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.
I bought my home in 2023. After our original home warranty expired, I shopped around and landed on *** on Dec 3, 2024. I asked the **** when we could start making claims, and they said January 1. They also said that I could terminate our agreement anytime prior to full payment for a full refund. On January 3, 2025, we went to use our radiators after relying on our fireplace for heat, and they wouldnt turn on. On January 22, a contractor told us that either our thermal coupler or starter on our boiler went bad. They gave the diagnosis to LHG, who denied our claim, saying that they issue suggested that the problems in the claim occurred outside of the active window. When I asked them how they came to that conclusion, all they said was that based on the information presented to them, they were denying the claim. Instead, they offered me a measly $150 toward a $3K boiler. They also said they wouldnt give me a full refund. We have been living in a freezing house for almost two months now. Weve all had the flu and cant stay warm enough to get rid of the cough. We see our breath. Weve wasted hundreds of dollars now on heating equipment. We feel duped and tricked by *** on our very first claim. Theyre supposed to help cover our appliances so we dont have to endure below freezing temps inside of our homes. I want a replacement boiler or I want my warranty plan completely refunded so we can find another company to help us.
Business Response
Date: 03/06/2025
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.
Customer Answer
Date: 03/26/2025
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 survey sent to me. I went through a social assistance program to receive support with my heating issues. The business can support me by applying the credit offered toward the boiler they offered me to my account. The skepticism of my claim was unfounded and left my family freezing during one of the coldest ******* in recent history. Ive paid almost $400 for a service that has yet to benefit me at all.

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

Sincerely,

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

Business Response
Date: 04/11/2025
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:02/15/2025
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.
This is a home warranty company. I filed a claim on 1/15. The technician was rescheduled 3 times and finally came out on 1/23. They advised the washer was ruined. The submitted the diagnosis and that didnt get approved until 1/29. In the mean time I just bought a washer and submitted the paperwork for the refund. They committed to 300 dollars. That was supposed to be received 7 to 10 business days. We requested a call back and escalation to a supervisor on the 23rd, 24th, and 25th. They finally Called back on Feb 4th. Offered a free month of service. Now its the 15th no check no free month no resolution. I just want my check and to cancel this awful service but they keep telling me if I cancel my claim will end. It has been a month with nothing resolved.
Business Response
Date: 02/28/2025
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?
Customer Answer
Date: 03/04/2025
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]
I am still waiting for my 300 dollar refund. Once I receive it it will be resolved but it has been 10 business days and I havent receive it.

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

Sincerely,

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

Customer Answer
Date: 04/05/2025
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:02/11/2025
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.
Company failed to provide warranty coverage for **. Technician failed to show up for scheduled appointments.
Business Response
Date: 02/25/2025
Hi *** *****--thank you for your message, and we hope all is well. We understand that you spoke with a member of our **************************** As such, is it safe to say that this matter has been resolved to your satisfaction?
Customer Answer
Date: 03/04/2025
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:

Its been 1 month and my AC system still has not been repaired despite promises from Liberty Home Guard to do so.

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

Sincerely,

*** *****

Business Response
Date: 04/18/2025
We sincerely apologize for any dissatisfaction that you have experienced. For your information, the most efficient way for us to resolve your complaint would be for you to take the survey that we sent you via email or for you to call us. Regardless, we take the utmost care to ensure that every interaction with our customers meets their expectations, meaning your BBB complaint is being taken with extreme seriousness. In fact, we are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of customer service, we will work with you to attempt to resolve this complaint amicably. Once again, we offer you our sincerest apologies and are looking forward to the prospect of settling this complaint.
Customer Answer
Date: 04/21/2025
Better Business Bureau:

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

[Your Answer Here]
Business promised a refund of $125.00. This has not been received. I contacted the business to inquire and they said they will not send it until I remove the BBB complaint. Business continues to lie and make fake representations.

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

Sincerely,

*** *****

Business Response
Date: 05/12/2025
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: 05/13/2025
Better Business Bureau:

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

[Your Answer Here]
Liberty has still failed to refund the $125.00 that they promised to do so. In their response, they have requested my email address, despite already having it and engaging in correspondence through this email address. They continue to engage in deceptive business practices and make false misrepresentations in an attempt to have me remove my BBB complaint.

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

Sincerely,

*** *****

Business Response
Date: 05/16/2025
Hi *** *****--we are in the processing of refunding you one (1) $125.00 Per Claim Fee. As such, is it safe to say that this matter has been resolved to your satisfaction?
Initial Complaint
Date:12/29/2024
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.
Details of the Complaint I am filing this complaint due to Liberty Home Guards failure to resolve issues stemming from the improper installation of a garage door opener.1. Improper Installation and Technician Negligence:Liberty Home Guard assigned a technician to replace my garage door opener. Within 60 days, I reported issues to the technician, who promised to return but repeatedly failed to show up, leaving the issue unresolved.2. Independent Assessment:Following Liberty Home Guards advice, I contacted the manufacturer, who suggested the problem was due to improper installation. On December 20, 2024, I hired ***************************** in *****, *******. Their technician confirmed the original installation was incorrect, noting that the spring lacked the proper number of turns, causing the cable to come off the drum.3. Lack of Verification:I requested proof that the original technician was licensed and authorized to work in *******. Liberty Home Guard has failed to provide this, stating the technician no longer works with them and offering no further details about his credentials.4. Ongoing Lack of Resolution:Despite multiple attempts, Liberty Home Guard has not taken responsibility for the improper installation or reimbursed me for expenses incurred to correct their technicians errors.Resolution Sought I request reimbursement of $244.52 for the assessment and repair performed by *****************************. Additionally, I seek proof of the original technicians licensing and a formal acknowledgment of Liberty Home Guards failure to provide adequate service.Liberty Home Guards actions have caused unnecessary inconvenience and financial burden, and I am seeking the BBBs assistance to resolve this matter promptly.
Business Response
Date: 01/15/2025
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: 01/15/2025
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]
The business has deferred my refund and information request stating they are "conducting an internal investigation." No resolution has been offered on the company's behalf.

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

Sincerely,

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

Business Response
Date: 01/30/2025
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: 01/31/2025
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]
Thank you for your email and for completing your internal investigation.
While I appreciate your willingness to address this matter further, I would like to respectfully reiterate that I prefer to keep all communication in written form for clarity and record-keeping purposes. Please provide a written response to the issues we've raised.
I appreciate your understanding and look forward to resolving this matter promptly.

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

Sincerely,

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

Business Response
Date: 02/18/2025
Thank you for your message, and we hope all is well. We are kindly renewing our ask that you email ************************************************************ to schedule an appointment to speak with a Senior Director, and that you provide the best dates and times that work for you next week, so that we can make sure to contact you then to attempt to resolve this matter.
Customer Answer
Date: 02/21/2025
Better Business Bureau:

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

[Your Answer Here]
I kindly ask that you keep all communications to email.

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

Sincerely,

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

Business Response
Date: 03/11/2025
A Senior Director will be reaching out to you shortly via email in an attempt to resolve this matter.
Customer Answer
Date: 03/11/2025
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]
Thank you for your continued assistance in facilitating communication regarding this matter. Unfortunately, I must report that Liberty Home Guard has still not made direct contact with me, despite multiple assurances and repeated messages claiming that a Senior Director would be reaching out.

The companys responses continue a clear pattern of delay, deflection, and non-resolution, rather than presenting any meaningful effort to rectify the situation. Their repeated requests that I initiate contact or "schedule an appointment" only place the burden back on the consumerdespite the fact that this complaint has been pending for over two months and should have been resolved promptly following the original investigation.

To date, I have not received the promised call or follow-up from any Senior Director. This ongoing delay, lack of accountability, and failure to directly address the requested reimbursement and licensing documentation further highlights the inadequate handling of this matter and continues to impose undue inconvenience and frustration.
Accordingly, and pursuant to Section B.3 of the Agreement, and the implied duty of good faith, LHG is formally required to resolve this claim in fullno later than March 20, 2025. Failure to do so will constitute further breach and will compel me to escalate the matter through legal and regulatory channels.
I reserve all legal rights and remedies, including filing complaints with the appropriate regulatory agencies, pursuing arbitration under Section K.6, and seeking compensatory damages through arbitration, as permitted by the Agreement.

I appreciate the BBBs continued support in helping bring this matter to a just resolution.

Sincerely,
****** *****-******

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

Sincerely,

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

Business Response
Date: 04/18/2025
Hi *** *****-******--thank you for your message, and we hope all is well. Respectfully, we have made direct contact with you and have made commercially reasonable efforts to reach an amicable resolution with you.
Customer Answer
Date: 04/21/2025
Better Business Bureau:

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

[Your Answer Here]
The business has made zero attempts to contact me. Additionally, the business refuses my request to keep all communication written because they have a documented problem with breaking the contract and acting in bad faith.

The ONLY way I will communicate with Liberty Home Guard is through written communication.

The company continues to act in bad faith by delaying this grievance.

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

Sincerely,

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

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Liberty Home Guard is NOT a BBB Accredited Business.