Liberty Home Guard

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.libertyhomeguard.com/
• Main line, 24/7 agents (site header and footer): (855) 953-9695
• Customer service email (site footer): [email protected]
• Plan changes and questions; service requests per sample agreement: (833) 544-8273
• Service requests and multi-year plans (FAQ lists 833-LHGUARD): (866) 396-5837
• Cancellation (FAQ, first listing): (866) 465-2403
• Cancellation (FAQ, second listing): (866) 489-2214
• Customer success line on the complaint page: (631) 850-3083
• Compliance contact in Terms of Use: 866-984-1713
• Text line (site footer): (818) 423-4004
• Accounts and cancellations (FAQ): [email protected]
• Compliance: notice of dispute, SMS opt-out (Terms of Use): [email protected]
• Customer portal (file a claim, cancel coverage): https://www.libertyhomeguard.com/my-account/
• BBB-listed phone (Brooklyn BBB profile): (877) 828-3495

Locations

Liberty Home Guard claims, service fees, cancellation and complaints: what the company's pages say (checked October 11, 2026)

Liberty Home Guard (LHG) sells home warranty plans that its own pages describe as service contracts. The site footer says “Wherever the term “home warranty” is found, it means “service contract””, and the sample agreement says “This Agreement is a service contract and not a contract of insurance.” Everything below comes from the company’s FAQ, complaint, Terms of Use and sample-policy pages opened on October 11, 2026. The agreement you received controls; the sample on the site is a Total Home Guard example, and terms, fees and limits differ by plan and state.

Request service. The FAQ lists these steps: file a claim online or call; pay the set fee; LHG puts you in contact with a local contractor; the contractor diagnoses the problem and contacts LHG to confirm coverage, then repairs or replaces the item. The FAQ says LHG “will dispatch a licensed technician to your home within 24 - 48 (business) hours of your request. Extenuating circumstances do apply.” The sample agreement says “LHG has the right to select an LHG-authorized Service Contractor” and “LHG will not reimburse You for diagnoses, repairs, and/or replacements initiated by You without LHG’s prior approval.” It also says LHG may authorize you to use an independent contractor for a diagnostic, with reimbursement up to $250 for that diagnostic. The sample defines the per-claim fee as “the payment that must be made to LHG before any Service Contractor is dispatched”, says “Under normal circumstances, services will be initiated within 48 hours after Your service request is received by LHG” and that LHG “reserves the right to obtain a second service opinion, at LHG’s expense”. For reimbursement it says “Sufficient proof of the repair or replacement, and Your actual itemized costs, must be provided to and approved by LHG prior to reimbursement”, and that any cash payment in lieu of repair may be made “within 30 days after LHG receives sufficient proof of purchase”. On renewal and changes the FAQ says: “If you have set up automatic payments with us, we will send your new contract 30 days before the old one expires” and “you can do so within the first 30 days of purchasing your coverage”.

Per-claim fee. The sample agreement says “You are required to pay a Per Claim Fee for each claim that You file” and that LHG will not provide service until past-due fees are paid. The dollar amount is printed in your Account Summary; the sample shows a placeholder (“$XX.XX”) and the FAQ calls it a “pre-set fee” or “flat rate service call fee”, so no amount is stated on the public pages that were opened.

Waiting period and limits. The FAQ says you can start requesting service “after 30-60 days depending on the coverage you purchase”; the sample shows an agreement holding period of 30 days. The sample’s “Limits of Liability” say diagnosis and repair or replacement is “limited to $2,000 per Covered Item”, with lower caps for the Covered Items identified in or subject to Sections D.4, D.5 and G. ($500 for annual or monthly agreements, $750 for multi-year; $250 or $375 respectively within 100 days of the Effective Date), a $150 (annual or monthly) or $450 (multi-year) cap on labor, installation, removal, disposal and haul-away across all covered items, and refrigerant limited to $20 per pound. It also says LHG may pay cash instead of repair or replacement “in its sole discretion”, that parts may be rebuilt or non-original, and that the agreement “does not cover any known or unknown pre-existing conditions”. Separately, the FAQ for the HVAC Guard plan says it “covers pre-existing conditions” with no waiting period; both statements are on LHG’s pages, so check which one is written in your own agreement.

Cancel and refund. The FAQ says to log in to the customer portal, open the “Policy Details” tab and select “Cancel Coverage”, or call or email [email protected]. The same FAQ page gives two different cancellation numbers, (866) 465-2403 and (866) 489-2214. It says “Any applicable refund will be calculated in accordance with Section J of your policy.” The sample agreement’s cancellation text reads: “If You cancel this Agreement within the first 30 days from the Effective Date of this Agreement, We will refund to You the full Agreement Price, less a cancellation fee of $50 and the cost of any claims paid. If You cancel this Agreement after 30 days ... We will refund to You a prorated refund of the Agreement Price based on months remaining in the Agreement Term, less a cancellation fee of $50 and the cost of any claims paid.” The sample also says LHG may elect to renew an agreement and that, outside the monthly agreement type, “Unless You decline the offer to renew Your Agreement prior to or within a reasonable amount of time after the expiration of Your prior Agreement, Your Agreement will be automatically renewed.”

Complain to the company. LHG’s File a Complaint page has a form with fields for policy number and ticket (claim) number, categories such as “Service Delay”, “Claim Denial or Dispute” and “Billing or Payment Issues”, and a preferred-resolution menu (billing adjustment, repair, replacement, refund and others). The page says “you can expect to hear back from our team within 2-3 business days”, and lists (631) 850-3083 for the customer success team. That timing is the company’s statement, not a measured figure.

Unwanted calls or texts. The Terms of Use (effective June 8, 2026) say you can reply “STOP” to a text, ask an agent to remove you, or contact [email protected]. The FTC’s ReportFraud site accepts reports about a company or an unwanted call. Complaints about a company can also go to your state attorney general’s consumer protection office and to BBB; state rules for service contracts differ, and LHG’s own Washington page says home warranty companies “are subject to state-level regulations”.

Dispute terms. The sample agreement contains a “MANDATORY ARBITRATION” clause (AAA, one arbitrator) and a “CLASS ACTION WAIVER”, and the website Terms of Use require a 60-day written notice of dispute to [email protected] before arbitration. See the litigation section for what courts have done with LHG’s contracts and marketing.

Who operates Liberty Home Guard and what it sells

Operator. The Terms of Use and the sample agreement name Liberty Home Guard LLC. The New York Department of State open-data record for DOS ID 5210338 lists LIBERTY HOME GUARD LLC as a foreign limited liability company with jurisdiction Delaware and an initial filing date of September 29, 2017. BBB’s raw page data gives a business start of September 19, 2017 and an incorporation date of September 29, 2017, and lists the entity type as a limited liability company. The company’s Careers page refers to its “Brooklyn, NY office”; the Brooklyn BBB listing shows 1101 Avenue U, Suite 1, Brooklyn, NY 11223. A second BBB listing, opened by BBB in April 2025, shows 2359 Route 33, Robbinsville, NJ 08691; the company’s pages that were opened do not describe a New Jersey office. BBB names David Moreno as co-founder and co-CEO and Charles Frank as chief legal officer, and its New Jersey listing names Benjamin Joseph as co-founder.

Products. The Plans & Policies page lists Appliance Guard, Systems Guard, HVAC Guard and Total Home Guard, plus optional add-ons. The company says its coverage is offered in all 50 states and Washington, DC, with HVAC Guard not offered to residents of Hawaii or Alaska. It says its prices start at less than $1 a day (Appliance Guard, Systems Guard, HVAC Guard) and less than $1.50 a day (Total Home Guard), and an October 5, 2026 Business Wire release prices HVAC Guard at an introductory $29.99 per month. A separate October 2, 2026 Business Wire release announces two AI voice agents, “Aria” for homeowner claims and “Ari” for service technicians. The company’s own Press page lists the HVAC Guard item under October 06, 2026 and the AI voice item under October 05, 2026, while the wire releases are stamped October 5 and October 2, 2026.

Technicians. The FAQ says LHG connects customers with an “LHG Certified Professional” from its network and that work by authorized providers carries a workmanship guarantee; the company advertises a 365-day guarantee. The sample agreement says “LHG reserves the right to select” the service contractor.

Privacy and consent terms. The Terms of Use and Privacy Policy (both effective June 8, 2026) say LHG uses “session replay” tools such as Hotjar and FullStory. The Privacy Policy says: “You specifically consent to receive communications generated by an automatic telephone dialing system (ATDS), pre-recorded messages, artificial voice, and AI-generated voice technology.” It also says: “You waive any rights under federal or state 'Do Not Call' registries” and “Consent to receive automated marketing calls/texts is not a condition of purchasing any goods or services.” The Terms of Use say you “may opt-in to receive SMS messages from Liberty Home Guard verbally, during a conversation or by submitting an online form.” The Terms of Use also contain an arbitration clause with the American Arbitration Association, a class action waiver, and a mass-arbitration protocol that applies when 25 or more similar demands are filed by the same or coordinated counsel, with claims handled in batches of 50.

Complaint and review record (as displayed on October 11, 2026)

BBB, as displayed on October 11, 2026. The Brooklyn BBB profile shows a D+ rating, says the business is not BBB Accredited, shows one alert titled “Pattern of Complaints”, and gives as the rating reason “Business has failed to resolve underlying cause(s) of a pattern of complaints”. Its complaints tab shows “1,131 total complaints in the last 3 years” and “242 complaints filed in the last 12 months”. The customer-reviews tab shows 4.17 out of 5 stars from an average of 1,486 customer reviews. The second (Robbinsville, NJ) BBB listing shows the same D+ rating and the same complaint counts, so these counts are one set of figures, not two. This page does not break the BBB figures into categories or outcomes. BBB’s alert text says: “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.” and, as of March 2025, that some consumers “claim that requests for written clarifications of claim denials” are unfulfilled (BBB’s description of what consumers report to it, not a finding).

Trustpilot, as displayed on October 11, 2026. 6,150 reviews and a TrustScore of 4.4; the profile has been claimed since August 2018; Trustpilot says the company invites customers to review and replied to 65% of negative reviews. ConsumerAffairs, as displayed the same day: 4.6 from 2,064 reviews. These are separate platforms with different review rules; they are not combined here.

What the company says. LHG’s Reviews page states a 4.7 out of 5 rating “with over 18,000 consumer reviews” on Google and cites rankings from outlets including U.S. News & World Report and NerdWallet; these are the company’s own presentation and were not independently recounted. The FAQ on its Reviews page, answering how it handles negative reviews, says “we also receive feedback from unhappy customers” and points to a dedicated escalation department and the complaint form.

usacomplaints.com archive. No approved archive posts are linked to this page. Older archive posts name differently named businesses such as “Liberty Home Protection” (2006 and 2011) and “Liberty Home Warranty” (2005); they predate the September 2017 business start date shown by BBB and are not attributed to Liberty Home Guard LLC. The page therefore shows no complaint themes from our archive.

Court record: TCPA class complaints and the Mey case in West Virginia

On October 11, 2026, a CourtListener RECAP search for the phrase “Liberty Home Guard” returned 82 cases, including dockets that only mention the company in a filing (for example a subpoena listed in an Experian case). Six federal district-court dockets in which Liberty Home Guard LLC is a named defendant were opened and are listed below; Justia lists five of them (Mey, Larios, Johnson, Thomas, Wilson) under the Telephone Consumer Protection Act (TCPA), and the docket text of the sixth (Gulden, D. Ariz. 2:20-cv-02465, removed December 23, 2020 and closed by stipulation on April 29, 2021) does not state its claims. All are allegations by plaintiffs; none of the entries read is a court finding that the company violated the law, and the company has contested the one case that reached summary judgment.

Mey v. Liberty Home Guard, LLC and Benjamin Joseph (N.D. W. Va., No. 5:23-cv-00281). The plaintiff filed in an Ohio County, West Virginia court on July 14, 2023; the defendants removed it on August 23, 2023. The court’s January 5, 2026 order describes the claims as a TCPA do-not-call count (47 U.S.C. § 227(c)(5)) and a West Virginia Consumer Credit and Protection Act count, limited to nine promotional text messages sent after the plaintiff’s March 4, 2022 email. The defendants argued, among other grounds, that the messages were placed by mistake for another person, that the TCPA safe harbor applied and that text messages are not calls; the court denied their motion for summary judgment on January 5, 2026. Class certification was granted on December 3, 2025. In a March 24, 2026 indicative ruling the court said it would vacate that order and enter an expedited schedule for renewed class proceedings directed to “a modified and narrower class definition”; the Fourth Circuit remanded the case “for implementation of the Court’s indicative ruling”, and the December 3 order was vacated on May 5, 2026. A scheduling order for renewed class certification followed on June 10, 2026; on June 29, 2026 deadlines were stayed pending a defense motion in the Fourth Circuit; docket entries dated September 29, 2026 (“Order Staying Case”) and October 1, 2026 (“USCA Order”) are listed, but their text was not available when checked. Justia also lists two Fourth Circuit matters: Diana Mey v. Liberty Home Guard, LLC, No. 26-1096 (filed January 27, 2026), and Liberty Home Guard, LLC v. Diana Mey, No. 25-231 (filed December 18, 2025, petitioners Liberty Home Guard, LLC and Benjamin Joseph); the subject of No. 25-231 was not readable when checked. The case is not resolved.

Other dockets. Larios (E.D.N.Y. 1:23-cv-01798, filed March 8, 2023, TCPA class complaint) ended with the plaintiff’s voluntary dismissal and a May 18, 2023 order noting dismissal with prejudice. Johnson (E.D.N.Y. 1:23-cv-08301, filed November 8, 2023, TCPA do-not-call class complaint) was dismissed by stipulation; a February 22, 2024 stipulation dismissed the plaintiff’s claims with prejudice and the putative class claims without prejudice. Thomas (S.D. Fla. 1:25-cv-22012, filed May 1, 2025, TCPA class complaint over prerecorded calls) was dismissed after a January 19, 2026 stipulation. Wilson (N.D.N.Y. 1:25-cv-01075, filed August 2025, TCPA do-not-call class complaint) has an order dismissing the case entered January 14, 2026; the docket entry does not give the reason. The terms of any private settlements are not shown in the docket entries read.

Regulators. No FTC, state attorney general, state insurance or other regulator order against Liberty Home Guard was identified in the searches and pages checked on October 11, 2026; this is a scoped statement, because individual state regulator databases were not searched one by one.

Is Liberty Home Guard Legitimate?

Liberty Home Guard LLC is registered in New York as a foreign limited liability company (Delaware) with a September 29, 2017 filing date, and BBB lists a business start of September 19, 2017 and a Brooklyn, NY address. The company sells service contracts it calls home warranties and publishes claim, cancellation and complaint channels, a sample agreement and a 24/7 phone line. BBB shows a D+ rating, an alert and 1,131 complaints in the last three years as displayed on October 11, 2026 (details in the complaint record), while Trustpilot shows 4.4 from 6,150 reviews and ConsumerAffairs shows 4.6 from 2,064 reviews; these come from different platforms and are not averaged. Federal courts have heard several TCPA class complaints against the company, including a West Virginia case that remains pending. Whether a particular claim is covered depends on the contract in your own Account Summary and the exclusions, limits and dollar caps in your agreement.

Court & Public Records

Frequently Asked Questions