Liberty Home Guard

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.

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.

When I put in a service call for one of my condos because the washing machine wasn't working, I waited 48 hours and thought, "Well, am I supposed to be contacting them?" So I called the company, and they said, "No, you have to make your appointment through Liberty." There was a lot of miscommunication. So it took a while, but they did finally get there, and they did a good job.

I made my second claim for my own house. We have a plumbing issue in one of the bathtubs. I put the claim in on a Saturday, so I knew the weekend probably wouldn't count. But I haven't heard anything and they haven't even assigned anybody. So I sent a note asking what was going on. This wasn't an emergency because we have three bathrooms. So I waited and they said, "Oh, we'll push it through for you." Customer service did a good job. Within a few hours, I got the email saying that someone has been assigned as our plumber.

I waited till almost closing time and I called the contractor. The person said, "Oh, I can't even find your claim number. We can't make an appointment till we get the information from your company." So I reached out to Liberty and they said they already sent it. But it was like they were talking to the plumber and I was talking to the receptionist person. They finally got the plumber and he was supposed to come last Thursday. He called the day before and said something with their technicians and they pushed it off till today. They called yesterday to confirm and luckily, they did push it, but they pushed the hours. So it's gonna be really late in the day. Overall, the people that Liberty gets aren't really responsive, but Liberty itself has been really good so far.

One thing that was a little odd to me was when I looked up the reviews for Liberty, I noticed that the bulk of the good reviews were based on how well the agents sold the warranty than on the actual repairs. That was odd. Liberty has to do a little better because that will keep people from going to them. If I had seen that and paid attention to that piece first, I probably would have felt like the people were all paid or encouraged with an incentive to go with the company.

Three weeks ago, my garbage disposal went out. I put in the order and they processed the order and I got a new garbage disposal within two days. The guy that was coming out to install it called me to let me know who he was and gave me his phone number. I told him that they had to order the garbage disposal. He said as soon as they get them, that I should get a call from Lowe's because that was who they had this order through. When it came in, I got a phone call from Lowe's saying that the garbage disposal was in. I called the technician. He was out that afternoon and did the install. He was very friendly and professional. He let me know exactly when to expect him. In fact, he had cut one of the other installs. It didn't take as long as he thought so he got to my work faster than he had anticipated. It took about 30 minutes and it was done.

(3) LHG will cover up to the Covered Item’s Book Value