Liberty Home Guard review: Misleading service and lack of communication

We are currently having a dispute over a broken water heater. We contacted Liberty Home Guard (LHG) at [protected].

Matthew Mendez at LHG created a claim ticket... claim ID # TN:WH-[protected]. Initial cost for this to begin $85. (paid)

Then we were contacted by a service contractor in our area who sent out a tech to verify that we indeed had a broken water heater which needed to be replaced.

That service contract company recommended to us by LHG was FUSE HVAC appliance and repair. 2480 Oak St, Suite A NAPA, CA [protected])

DATE LHG notified of broken water heater: 7-17-23

DATE Fuse HVAC (Napa) did initial check on broken water heater and prepared an estimate: 7-20-23.

We were then informed by the contractor of work estimate... LHG contacted us via email and stated that it would cover $150 of that estimate, which was not as stated in the warranty home guard LHG contract. The company did not reply to my inquiry about the amount and my husband Mark contacted FUSE to have them replace our heater as we were now 4 days with NO HOT water to our home and believed that LHG would cover their warranty after the appliance had been replaced. At that time LHG was not still not advising us on how to proceed and they were not responding to my emails/contacts.

REPLACEMENT OF WATER HEATER DATE: 7-22-23 by Fuse HVAC Napa CA. The technicians needed to return to our home to fix a hot/cold control valve that had been damaged during the installation of the new water heater. This did not happen until Friday, July 26, 2023.

FINAL (revised) INVOICE DATE from FUSE HVAC Napa: 7-26-23 The original invoice from 7-19-23 had an overcharge error.

At this time we are in a dispute with LHG for the replacement of the water heater. I have sent them pictures and invoices for the new appliance from FUSE HVAC Napa. It seems that LHG has "duped" us out of any coverage for the replacement and we will be stuck paying the entire bill ourselves,

*Please note* I tried to upload documents but got an error msg after repeated tries.