Liberty Home Guard

Please save yourself a huge headache, and just save as much of your hard earned money as possible, and pay for issues out-of-pocket as they arise. These warranty companies are all a scam nowadays. LHG has been the worst experience to date. Filed a claim regarding my AC unit on Sept. 16. Technician assigned by LHG never provided a follow up report, so after calling LHG over a dozen times to get a new technician assigned, I was told by an Account Manager (and an Authorization Rep. on Oct. 19) that I could pay for my own tech out-of-pocket and be reimbursed in full if my claim was denied.

I did this, and paid $285 for a wonderful tech who told me I needed a new AC unit ASAP. My entire claim was denied because LHG “does not cover damage caused by leaks of any kind”. Okay, I said, “then please reimburse me the $285 I paid for the tech”. Well, they refused to reimburse me. I was livid, so I cancelled my policy and managed to recoup $243 of the $720 I spent on my policy initially.

The level of non-service provided by LHG has left me feeling as though I have been robbed of my hard-earned money, and misled by the representatives I have dealt with. Such experiences are not only distressing but also diminish trust in your company. I strongly urge LHG to take a moment to re-evaluate its operational and customer service strategies. It is crucial for any successful business to ensure that customers feel valued and fairly treated, and unfortunately, in my case, this has not been achieved.

Crook Company, plain and simple. I’ve had LHG for a few years and my experience has consistently gotten worse. I’ll put a few examples below:

1. I needed some general plumbing help. It took a few days to have the plumber come out, which is fine. It was not an emergency, however, it took a weeks after for him to come back and fix. I had to reach out multiple times for him to finally help. Once done, his work wasn’t completed properly and when I called LHG for help they said I’d have to pay the $125 fee again for his mistake.

2. Recently had my AC go out. It happened late at night and they boast they have emergency services but wouldn’t send someone out or approve quick enough so I had to pay out of pocket. They ended up only paying me $80 out of a $400 bill because it wasn’t approved.

Really look at the wording in their contracts. When I called customer care to see if I could get anymore off my bill I was met with extreme rudeness and them saying, "Well at least you’re getting $80."

3. From this incident, I wanted to cancel my policy. I asked them the cancellation process, they told me that once I cancel I would be able to receive partial refund. So then I go to cancel and it’s, "No we are taking all your money and it says in the contract part J." I asked for leadership to assist and they will not escalate up.

I’ve reported them to BBB, getting a lawyer involved and am now leaving bad reviews all over the internet so hopefully someone else is warned. I also found a Reddit thread where some stated they are allegedly paying for reviews > **. If you have to allegedly pay for reviews, you aren’t a good company.

On 8/15/2022, I spoke with Salesperson Jerry G. During that conversation, I explained that my existing 12-year-old water heater was a concern due to its age but was assured by Jerry that if my water heater leaked, it would be covered.

On 8/15/2022, I paid $543 to Liberty Home Guard (LHG) for the Total Home Guard Policy. On 05/28/2023, my water heater ruptured due to the mechanical failure of the tank inside the water heater, and which flooded my basement.

On 5/28/2023, I opened a claim with LHG fully expecting (based on what I was originally told by Jerry when I started coverage) to eventually receive approval for the cost of the new water heater - which cost $2260.

I eventually received an email from LHG stating that: Given the circumstances, we authorized you for the Liberty Home Guard Reimbursement Program. Instead of waiting for one of our technicians, you can contact a technician of your choice to service your home.

The company/technician I chose came out on 5/29/2023 and got on the phone number to provide a diagnosis. I was ultimately transferred to the Authorization department and spoke with Ryan who said that because this failure resulted in a leak, that it was not covered under the policy.

Ryan said he was the final authority of authorizations, and I had no recourse to speak with some higher up.

However, the policy states: Part D: Systems Guard, Item 6: Water Heater a) COVERED: All mechanical components and parts, including circulating pumps, up to 75 gallons; Tankless systems. b) NOT COVERED: Insulation blankets; Sediment build-up; Main, holding, fuel, thermal expansion, and/or storage tanks; Low boy and/or squat units; Drain pans and Lines.

In the above there is no mention about excluding leaks, which any reasonable person knows that besides a leak the only other thing that goes wrong with a water heater is failure to heat the water.

Given the circumstances, and the $150 reimbursement offered by Ryan, I had a new water heater installed.

Desired Resolution: Replace the water heater and stop misusing and misinterpreting: Limitations and Exclusions - Item 1, line "u" which states: "unless stated otherwise in this agreement, valves of any kind and leaks, leak detection, and leak searching of any kind" If you read this in reverse, it becomes more clear that this section is being mis-interpreted by the people denying a claim.

In reverse it would say: Valves of any kind and leaks, leak detection, and leak searching of any kind are not covered unless stated otherwise in this agreement.

Well Item 6, Section D for Water Heater IS STATING OTHERWISE in this agreement when it says COVERED: All mechanical components and parts, including circulating pumps, up to 75 gallons Tankless systems.

What do you think LHG has a responsibility to do? Honor the promises of your web site, honor the intent of what water heater coverage is for: lack of heat or a leak - which are the only two failures you can have in a water heater.

Fix the misleading and deceptive website information and if you are not going to cover a leak from a water heater, THEN SAY THAT up front in the examples of NOT COVERED. What the site says now is: Does A Home Warranty Cover The Water Heater?

When you purchase a home warranty plan from Liberty Home Guard it will... Give us a call and we will have an experienced, qualified professional contact you immediately. They will schedule an appointment with you and if they can’t repair the water heater, they will order a replacement.

Consider your LHG home warranty plan as an investment in your home and you will always know that the water heater will have a robust coverage that includes most components and parts.

Even circulating pumps and tankless water heaters are covered, with some exclusions such as the following: Auxiliary storage tanks Energy conservation units Tanks for fuel storage Once again, nothing in the above mentions item "u" under Limitations and Exclusions - which is misleading if used to avoid replacement.

TN: ** I am not a happy customer. The quality of customer service and follow-up is terrible. My warranty covers my air condition; however, they want me to make a payment of 5000 and Liberty Home Guard make a contribution of 1,102 dollars in order for the repairs to be fixed.

This is not a warranty, it is a gimmick! How convenient! Liberty claims to be number one in quality service, however their customer satisfaction in my experience is poor quality. Quality service is meeting and exceeding customer's expectations.

Liberty has not met my expectations or exceeded my expectations. In my view, they take advantage of the consumer. The service is terrible. I am a paying customer and have been a long-time customer and the one time I call I get the runaround and no assistance.

Liberty I hope you don't treat all your customers like this. IF you treat others with such poor service, I am going to do my best to address this issue so I would be the last faithful paying customer you abuse. Best regards, Tyrone **.

This is the worst home warranty company, buyer beware! I wish I could give them ZERO STARS. Our double oven broke down in January and it cannot be repaired, they offered us $150! Shame on them, for a double oven that a replacement will cost $2,500.

After many calls they offered $300 even though their policy clearly stated that they will reimburse you up to $1,500. They want to take advantage of good hardworking people and that is not alright with me!

BEWARE. AVOID this Company in all cost!!! To be very short: I signed up with LHG on May 17 for 3 years contract. June 25 Thursday, my A/C stopped working. Took 24 hours and 20+ phone calls (not counting an answering service who is clueless and not helpful) to reach someone from LHG.

After I paid 65$ deductible upfront, I was assigned to some low tier HVAC Co. Called technician directly, he stated that cannot perform same day service and promised to show up next day. June 27 Saturday, called technician— no responses, texted — no responses (even though display indicated massages have been read). Called from different number — picked up, talking like don’t understand what is going on then abruptly hang up and never pick up again.

Called back LHG (again 20+ phone calls). Finally reached agent Kay, who said that she can’t assign technician and offered us to find one to “diagnose problem” BUT NOT to fix and wait until Monday to get manager’s approval. I asked “what if to fix A/C cost 300-400$”. She responded “still NO fix. Only to diagnose and wait until Monday”.

It is ridiculous To wait 5 days in the boiling house 90+ degree and 90+ humid outside until some manager decide wether approve repair or not. We called local HVAC - guy showed up in an hour fixed for 300$. That was it.

On Monday June 29 I sent official email as well as called LHG to cancel my policy and refund all my payments as this Company failed to fullfill their duties. Nobody even responded back to me. Conclusion: LHG only respond immediately when you sign contract with them. Rather save extra bucks for repair than waste money for scams.

This company takes your money and then refuses to pay for any repairs in your home. It is a big sham on avenue u in Brooklyn. They will find any excuse not to pay the repair. My burner is broken with no heat for 5 days already. The pipes are going to freeze. Liberty home guard refuses to fix it. They only collect your money but refuse to pay repairman leaving you with a bunch of local repairman who won't come back to your house since they haven't been paid. Its a big sham. Stay away.