Business ProfileforLiberty Home Guard
Current Alerts For This Business
BBB files indicate a Pattern of Complaints regarding the claims process, customer service, and sales tactics for Liberty Home Guard. BBB has noted that the volume of complaints received about the company continues to be high. Customers are reporting to BBB that they are paying up-front service fees for technician appointments, and in many cases, appointments are delayed or cancelled, extending the claims process. Consumers also note a lack of response from Liberty Home Guard about when they can expect their claims to be evaluated and approved. Many consumers say that the scope of coverage and the dollar amount paid out for claims appears to be contradictory to Liberty Home Guard’s advertising and policy agreements. Consumers also report that coverage of certain appliances was denied despite assurances from the company's sales reps that they would be at the time the policy was purchased.
On 3/11/2024, BBB contacted Liberty Home Guard to request its voluntary cooperation in addressing the identified issues in the Pattern of Complaints. As of 3/12/2024, Liberty Home Guard provided a response to BBB and indicated that new software upgrades are currently being deployed which are intended to facilitate the communication regarding the scheduling of technician appointments and streamlining the claims process. In addition, the company reports that it is increasing its customer service headcount, and augmenting the training sessions and oversight for its sales representatives.
As of July 2024, the company continues to work on the identified issues in the Pattern.
At-a-glance
Related Categories
Overview
Liberty Home Guard provides 24/7 home warranty plans for home appliances and systems.
Business Details
This is a multi-location business.
- Location of This Business
- 1101 Avenue U Ste 1, Brooklyn, NY 11223-5037
- BBB File Opened:
- 12/20/2018
- Years in Business:
- 7
- Business Started:
- 9/19/2017
- Business Incorporated:
- 9/29/2017
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Business Management
- Mr. David Murphy, Vice President of Customer Relations
- Mr. Charles Frank, Chief Legal Officer
- Mr. David Moreno, Co-Founder and Co-CEO
- Contact Information
Principal
- Mr. David Moreno, Co-Founder and Co-CEO
Customer Complaints
1,151 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
11/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Customer Reviews
2,275 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Ronald W
1 star11/18/2024
Customer Response
11/26/2024
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