Liberty Home Guard Reviews

Fast forward to Liberty, which this was my 1st claim with. The rep who processed the claim, Stacy was super nice and helpful. The repairman they sent set the appointment for and came the next day. He recommended a full replacement which Liberty ended up covering. It took them one week to get the new system delivered and installed. Overall, I'm so happy with their service and based on this initial experience, would recommend them to anyone needing a home warranty. No hassle, no red tape.

The initial signing up was smooth. Although, it was intense. There was a little bit of pressure selling. They were constantly calling and texting. Then, that was like a time-bound price tactic, if you do it within 24 hours, you get this discount. But then I got to know that's pretty much the same almost all the time. But other than that, their price is attractive. The biggest advantage, they allow you to choose your own service provider as long as they registered a license, then they work it out with them.

I used them once for a dishwasher claim. They're way prompter than my previous service provider. The tech was sent almost the next day and then the person fixed it. In terms of their network of service providers, I felt comfortable and they were very interactive. They asked me several times after that, "How did it go?" The customer service, overall, was helpful and satisfactory. However, their website is not as interactive or as helpful as the other company. It is nice, primitive, and simple and they give very little information. So most of the time, you have to call and figure it out.

Submitting a claim was really easy. I just gave the rep my information and someone got in touch with me that day and set up an appointment. I was very pleased with both the tech for the washing machine and the one for the plumbing issue. The plumber even asked if they could check to make sure there was no issue with something else. He checked for a leak and but he couldn't find one. It was very good that he did that. I was very happy.

Michelle on their team was super helpful and polite and was patient with me the entire time I spoke with her on the phone, explaining how I did not want this claim to be delayed like my last one. She assured me that they would process everything quickly and do their utmost to maximize coverage. She came through, they replaced my refrigerator and saved me $900 on it, and the whole process, end-to-end took 9 days. While, I’m glad I have this warranty and the savings, I’m glad they have stand up people like Michelle in their operation and that is why I’m writing this review.

While at the beginning of our tenure with Liberty, their service was slower, they’ve always stepped up and covered claims without fear or issue and saved us a ton. I’m also happy to say that the last year claims have gone much more quickly, which I think is because of their fantastic customer portal. When on average in the first year it would take around 3 weeks for them to close a claim, now they have handled each of my four claims over the past year within 5-7 days. Even with the delays of the first year, without a doubt, their services are worth every penny as they’ve saved us thousands.

The way that liberty (and I am sure most if not all home warranty companies) make money Is by determining what is more affordable to them: Repairing your existing unit or replacing it at its DEPRECIATED value. They have a reference guide that they use to determine this. Well guess which option ends up being cheaper in almost every instance? That's right, the replacement value of your depreciated unit. Of course, most appliances that are old enough to be having significant mechanical issues will also be old enough to have a minimal residual depreciated value.

In the end, they offered a $100 check to replace our $2400 built in microwave. We could not afford the $2300 difference so we went down to Sam's and bought a $70 countertop microwave that we have been using since. This same scenario played out with our dryer which also died shortly thereafter. In this case, they offered a $150 check which we did use to purchase a new unit only because we had no other option. Just recently, we developed a leak in our that resulted in some interior wall damage. I called and filed a claim again, paying my $80 deductible.

After a week passed with no word, we finally had a technician assigned to our case who came out and did an assessment. It was determined that "several shingles" would need to be replaced. This is perhaps the most laughable part of this entire review. So I get a call from one of liberty's representatives explaining that shingles are not covered under their limited roof policy. That's right, the roof is not covered by the limited roof policy. I literally laughed out loud at the representative when he told me this, said thank you very much and hung up.

To summarize, you would literally have to have 4-6 major appliances die and need to be replaced within the same year to even come close to breaking even on this policy. Furthermore, you can't choose your own technicians and the delays in service related to liberty's process which requires an initial visit for assessment followed by a second later visit for repair after they have approved the work make using their product not only next to worthless but also time-consuming. Imagine if your air conditioner went out in the middle of July and it took 2-3 weeks to have a repairman get his work approved before they could even begin work. Save your money and save yourself a lot of hassle. Avoid this product.