Information and Alerts

Alert

BBB files indicate a Pattern of Complaints regarding the claims process, customer service, and sales tactics for Liberty Home Guard. The BBB of Metropolitan New York which maintained the main profile up to April 20, 2025, had noted that the volume of complaints received about the company continued to be high. Since the move of the home office to Robbinsville, NJ, the BBB Serving New Jersey maintains the headquarter profile for the company and processes complaints against the business. 

Customers have been reporting that they are paying up-front service fees for technician appointments, and in many cases, appointments are delayed or cancelled, extending the claims process. Consumers also note a lack of response from Liberty Home Guard about when they can expect their claims to be evaluated and approved. Many consumers say that the scope of coverage and the dollar amount paid out for claims appears to be contradictory to Liberty Home Guard’s advertising and policy agreements. Consumers also report that coverage of certain appliances was denied despite assurances from the company's sales reps that they would be at the time the policy was purchased.

As of March 2025, consumers are reporting persistent issues with transparency in matters such as scope of coverage and the dollar amounts to be paid out for claims in Liberty Home Guard’s own advertising and policy agreements. Consumers continue to assert that that the coverage of certain appliances was denied despite assurances from the company's sales reps that they would be at the time the policy was purchased. Some consumers also claim that requests for written clarifications of claim denials go unfulfilled. Other customers say the information about potential exclusions or limitations of the coverage (such as age of equipment or high-end models) are not clearly disclosed to them before purchasing a policy from Liberty Home Guard.