Liberty Home Guard

Having moved and purchased five homes, decided to try Liberty Home Guard due to ratings and voiced commitment to customer service. Sadly, I should have stayed with known companies. LHG is a newer company that has long call waits, finally has a new portal and looks for excuses not to service claims rather than meet the terms of the contract. Note that the contract has a limit/cap on reimbursable expenditures for the first three months. This is something that was not covered on the sales call and is hidden in the terms and conditions.

Since purchasing the service, there have been three service calls. On two of them, it took escalations to senior management to attempt to get the problem resolved. In both cases, it came down to LHG saying it would cost too much, not that the problem wasn't covered by the terms and conditions in the contract. In the latest, LHG indicated that an electrical issue would require further investigation since the cost is too high and LHG wants the homeowner to pursue other alternatives by hiring or performing investigative work at homeowner's expense, even though LHG accepts the initial diagnosis by its contracted electrician, but just doesn't like the costs.

On the second claim, the executive, David, offered some cost deferment and specifically asked me to provide a five star review noting his assistance. He made promises to improve service, cover it with his employees, and continue to better the site and overall experience. Sadly, three months later when LHG had a chance to demonstrate his words with a new claim, actions failed to deliver. In fact, it even got worse. Buyer beware as LHG is not the company it represents to be.

If I could give a minus 5 stars, I would. I purchased a policy covering my appliances, hvac system and partial roof coverage. I paid almost $600 for the policy. Two months later my built-in microwave (microwave/oven) quit working. I contacted Liberty Home Guard who immediately charged me the $75 service call fee. I waited a couple of days for the repairman to come. My husband called to see when they would be coming and instead they asked for the brand and model # of my microwave. He provided that and asked when a repairman would be coming. Several days later we got an email that our appliance was more than 13 years old and that they would pay up to $225 to replace the microwave. They sent several models that were equitable to what I had. The lowest priced one was $2500. I have called to discuss the lack of a service call and the denial of replacing the appliance. I'm always told that they will tall to the manager and will either call me or email me. That never happens. When I called the next time I asked to talk to the manager directly and she said she will talk to her boss and see what they would do. She told me she would email me the information within 24 hrs or on Monday at the latest. One week later I had not received anything. So I called again today and asked to speak toe the manager Elizabeth that I had talked with previously. They put me on hold for over 10 minutes and then told me she was too busy talking with another customer and that they would send me the info by email today. I asked for a refund of my money for the policy and the $75 service call fee that never occurred. Time will tell but I don't have high hopes. PLEASE HEED MY PLEA AND DON'T WASTE YOUR MONEY WITH THIS COMPANY. THEY ARE SCAMMERS!

I have owned many properties in the past all had home warranties, of all Liberty Home Guard is the absolute worst. Not only is the customer service sub-standard but you constantly get the run around when calling for service. On 7/15/2021 we start having a issue with our hot water tank so on the next day I called the company to establish a claim (we where totally out of hot water) I was informed that a technician will contact me to come out and diagnose the problem. I informed the rep that I am a disable veteran and it is essential that I have hot water. On 7/17/2021 I contacted LHG to informed that I still have not been contacted and they supplied me with a number of a company who then informed me that he cannot come out until 7/20/21
( 4 days now without hot water) He finally showed and informed me that tank need to be replaced due to electrical issues inside that tank that causes it to short out and not produce hot water. He stated that LHG will be informed of his findings. He also stated he will be submitting his report once he got back to his truck (electronically). Two days past with no response so I called LHG to find out the status only to be told that it is under review and will take another 24 hours (now 8 days without hot water) On 7/23/21 I called only to be told that they have not received the report from the tech. On 7/26/2021 I called and ask to speak with a supervisor or manager and was told that none was available, but they had received the report and it was denied stating that the tech said that there was rust in my tank, which is not what the tech stated to me. So I called the tech and he stated that is not what he reported and ask me to have them send me a copy of the report. I then reached out to LHG who stated that they did not have a written report that it was verbal. The bottom line is that only after filing a complaint with the BBB and contacting my lawyer are LHG willing to ask they put it re-evaluate my claim. Save yourself the aggravation do not fall for the hype this is a very poorly ran company with no morals of messing you over its customers it's all about YOUR money. As of this review its been 12 days without hot water.

I was humiliated by the amount of funds offered by LHG to reapir my HVAC. After my HVAC was inspected by a certified HVAC technician, who have over 20+ years experience in this field, the resolution center offered $550 for repair of my unit. They told me the issue was not covered in the policy. The issue was one of the most causes for HVAC replacement. This is the quote I receive in the email sent from the resolution department:
Goodman 14 SEER Air Conditioner 2.0 TON R410A # GSX*******
Goodman Cased Coil: Upflow/Downflow, 2.0 TON, 14" # CAPFA2418A6
Installation Services
Subtotal $5907. 84
LHG Contribution ($450.00)
Total Due (out-of-pocket) $5,457.84

After speaking with the account manager about the insufficient funds to complete my HVAC replacement, they offered $100.00.
Sad to say, I was referred to this company and I must say I was mislead. This company is the wrong choice for assisting homeowners in accomplishing repair of major household appliances/ major equipment. I cancelled my warranty with LHG. THIS IS NOT BENEFICIAL FOR HOMEOWNERS.