Liberty Home Guard

Cliff note version: DO NOT USE LIBERY HOME GUARD if you expect them to have any decency, honesty, or if you expect them to actually help.

I submitted a claim on October 31, 2023 due to my home heater not working and it remains broken as I write on December 6, 2023 December 12, 2023 December 22, 2023. A Liberty technician was sent, and he reported that the pressure switch was the issue. Because labor for install is not included, I had my technician out to install the new switch only to find out that Liberty sent the wrong pressure switch. So at this point I have paid the $125 claim fee and a $150 service call fee for my technician even though he could not replace the part because Liberty made a mistake. After it was brought to Liberty’s attention that the part was incorrect, the new part would NOT be released until I returned the incorrect part to USPS. They also refuse to reimburse me for the claim fee or the service call fee that was wasted because of their error.

Once I returned the incorrect part, I had to wait on the next shipment. The next shipment included the correct pressure switch AND other parts that were 'accidently' ordered. Again requiring me to make a trip to USPS for Liberty’s mistake.

During this time, I called my technician to install the correct pressure switch. Despite the part being replaced, and having to pay another service fee to my technician, the unit is still not working.

I called Liberty once again to let them know the issue is not resolved and the issue was not what their technician said it was. The first call, the individual said a technician should give me a call in 1-2 business days and there would not be an added fee because it was within the 60 day window from the start of the claim. I did not receive a call, so I called back. Upon my second call to Liberty, since their technician had not reached out, I was told there would be another $80 fee for the technician to come back out to diagnose the issue. The individual with Liberty that I spoke to even asked me to send a diagnosis report from my technician. My tech was only at my house to install the part that Liberty’s tech previously said I needed. I did not employ my technician for anything more as I have a home warranty company that should be able to do what a home warranty is supposed to do. I made it clear that the Liberty technician needed to be dispatched and that I would not be paying the $80. I logged into the website today to find a message that my claim was on hold. I received the following message: “You are seeing this notification because we have either attempted to contact you and have been unsuccessful, or because we are awaiting information from you in order to progress your claim. Please contact us at your earliest convenience so we can resolve this hold. The best way to do so is by using our live chat feature below, or by calling us.”

This is despite the fact that I received a call from someone at Liberty yesterday and spoke with someone about my claim. I informed them once again that the heater was still broken. The intended part was finally sent to me by Liberty and my technician was able to install it. Despite that part being installed, as directed by the Liberty technician, the heater is still not working. I spoke to yet another individual this morning and she restated the same things with no comprehension as to why I will not be paying more or doing the work for Liberty. I have a 2 year old and a 3 year old and have not had a heater for all of November and December. Even without children, this is not acceptable.

I will give Liberty credit for training their customer services representatives well. They sound like well programed computers that can calmly restate the exact same thing again and again and again even when it makes no sense.

Even after a technician was sent back out and agreed the unit needed to be replaced, LHG tried to offer me $500 in lieu of the contractual cap amount of $2000 per the contract. Another round of calling them, waiting, explaining simple facts to them, and not getting anywhere. Again, the claim for my heater was submitted on October 31, 2023. It is now December 12, 2023

December 22, 2023 and I still do not have a functioning heater. Liberty remains incapable of calling back when they say they will and will not respond to emails. Policy section H.2. states, “We have the right to request purchase records, repair / installation records, maintenance records, certifications, and home inspection reports, among other pieces of evidence, for any reason at any time, including but not limited to reviewing any claims, or reviewing Our decision to deny any claims. Should you not provide Us with the aforementioned pieces of evidence, We reserve the right to limit or deny Your repair, replacement, and / or cash in lieu of repair or replacement.” Section H.3. also states, “All Covered items must be in place and in proper working order on the Effective Date of this Agreement. This Agreement does not cover any known or unknown pre-existing conditions.”

I only have a home warranty policy (because clearly they are a scam) as I received it with the purchase of my home. With the purchase of a home, I do not have maintenance records. I offered to send the home inspection, and despite that proving the system was in working order, they would not accept the inspection and provide the correct contribution amount.

I’m out $275 because of Liberty’s scam and even more in the time spent following up, pushing my claim since they wouldn’t, being home for technicians, and returning parts for them.

I would give negative stars if I could.

I submitted a claim on October 31, 2023 due to my home heater not working and it remains broken as I write on December 6, 2023. A Liberty technician was sent, and he reported that the pressure switch was the issue. Because labor for install is not included, I had my technician out to install the new switch only to find out that Liberty sent the wrong pressure switch. So at this point I have paid the $125 claim fee and a $150 service call fee for my technician even though he could not replace the part because Liberty made a mistake. After it was brought to Liberty’s attention that the part was incorrect, the new part would NOT be released until I returned the incorrect part to USPS.

Once I returned the incorrect part, I had to wait on the next shipment. The next shipment included the correct pressure switch AND other parts that were 'accidently' ordered. Again requiring me to make a trip to USPS for Liberty’s mistake.

During this time, I called my technician to install the correct pressure switch. Despite the part being replaced, and having to pay another service fee to my technician, the unit is still not working.

I called Liberty once again to let them know the issue is not resolved and the issue was not what their technician said it was. The first call, the individual said a technician should give me a call in 1-2 business days and there would not be an added fee because it was within the 60 day window from the start of the claim. I did not receive a call, so I called back. Upon my second call to Liberty, since their technician had not reached out, I was told there would be another $80 fee for the technician to come back out to diagnose the issue. The individual with Liberty that I spoke to even asked me to send a diagnosis report from my technician. My tech was only at my house to install the part that Liberty’s tech previously said I needed. I did not employ my technician for anything more as I have a home warranty company that should be able to do what a home warranty is supposed to do. I made it clear that the Liberty technician needed to be dispatched and that I would not be paying the $80. I logged into the website today to find a message that my claim was on hold. I received the following message: “You are seeing this notification because we have either attempted to contact you and have been unsuccessful, or because we are awaiting information from you in order to progress your claim. Please contact us at your earliest convenience so we can resolve this hold. The best way to do so is by using our live chat feature below, or by calling us.”

This is despite the fact that I received a call from someone at Liberty yesterday and spoke with someone about my claim. I informed them once again that the heater was still broken. The intended part was finally sent to me by Liberty and my technician was able to install it. Despite that part being installed, as directed by the Liberty technician, the heater is still not working. I spoke to yet another individual this morning and she restated the same things with no comprehension as to why I will not be paying more or doing the work for Liberty. I have a 2 year old and a 3 year old and have not had a heater for all over November. Even without my children, this is not acceptable.

Recap: Liberty's technician told Liberty what the issue was. Liberty eventually sent the correct part. Because labor is not included, it was stated that I could use their technician or my own. Mine could get to the house faster, so I had my own tech install the part. The part did not fix the issue. Liberty will not send their tech back out without my paying additional fees or me having my technician coming back out to run a diagnosis. DO NOT USE YOUR OWN TECH.

I will give Liberty credit for training their customer services representatives well. They sound like well programed computers that can calmly restate the exact same thing again and again and again even when it makes no logical sense.

So check it, I got this call from a "higher up" at Liberty Home Guard (LGH) after I was trippin' over multiple bad reviews and had even complained to the BBB. And let me tell you, they were not tryna hear what I was sayin'. They straight up refused to make things right and pay for my technician costs and repairs. I mean, come on! This company is a joke!

I can't stress enough how you shouldn't waste your time or moolah on their product. It's just not worth it. LGH is all talk and no action. Save yourself the headache and go with a different home warranty company.

You know what really grinds my gears? Liberty Home Guard. Don't get me started on this so-called "home warranty" company. They say they'll cover all your appliances and systems, but they've got a sneaky trick up their sleeve. They already know all the common repairs for everything, so they can deny claims left and right. Say your water heater is leaking? Nope, they won't cover it. Your oven's thermostat is busted? Sorry, not covered. It's like they're psychic or something.
Honestly, save your money and go buy a lottery ticket to pay for your repairs. It'll give you a better chance of getting paid than dealing with Liberty Home Guard. Don't waste your time or money with these jokers.