Liberty Home Guard Liberty Home Guard Total Rip-Off Brooklyn New York

This complaint originally was against Liberty Home Guard and not Express Pros although, what Express Pros did and said did factor into this complaint. I paid Liberty Home Guard $80.00 to have a person come out to fix the water heater which was Express Pros.

The service person from Express Pros Jason called me from the house when he was looking at the water heater and said there was a "open ground: and needed to fix some wires. He was sent out to my home from Liberty Home Guard.

Jason told me on the phone that it would cost $289.00 to fix the problem of the heater not heating. He said he could send the report to Liberty Home Guard for approval which may take a few days or I could pay him now and he would fix it so we didn't have to wait to have hot water. He said that when Liberty Home Guard gets the paid bill that they would pay Express Pros and that Express Pros would reimburse me. He said that is how other Home warrantee companies work.

Knowing I would be reimbursed I told him to go ahead and fix it and paid him the $289.00.

The next day we still had no hot water. I sent a text to Jason the next day and told him we still had no hot water. His reply was to turn up the thermostat on water heater. I texted him back and told him that should not make a difference.

Also, the same day I called the factory Rheem who makes the water heater and talked to their tech support and they asked me what did Jason do when he came up. I said he said there was an open ground. Rheem said that an open ground usually means that one or two of the heating rods is not working and should be replaced and perhaps it could be a faulty thermostat.

I talked again to Jason and asked him why he didn't replace any parts and his answer was he didn't have those parts with him. Service Pros did say they would come out again but it would be a different service call and another charge.

When anyone has a water heater not putting out hot water calls a Plummer to come out and they charge you $289.00 to fix the problem one would expect it would be fixed. It was not. So, to want to come back out to fix it again for an additional charge is no different than steeling from the home owner.

What’s more when I called Liberty Home Guard about them paying Express Pros the $289.00 which Jason said that Express Pros would reimburse me Liberty Home Guard said they will not do that. Jason told me that the was usually how the warrantee companies do that. But he should have checked for sure before telling me that.

Had he told me that they might not pay it I would have declined the repair. The reason is I personally installed that water heater and have a pretty good knowledge of how to fix things when they go bad. In fact, I personally helped to frame the house, with the help of an electrican I ran all the wiring in the house as well as worked to install the original boiler, and hot water tank in the home.

I had never bought a Home Warrantee plan until this year. I raise and sell Golden Retriever puppies and currently have ten puppies two weeks old. Since I had the warrantee plan and I didn’t want to leave my other house while having puppies here I decided to try that approach rather than to fix it myself.

"Now Express Pros said there was no way that the service person Jason would have know that the water heater was not reaching the desired temp until it was turned on so the original repair needed to be made."

I have a problem with that statement for two reasons.

1. Before I called the warrantee company, I felt the copper piping coming out of the heater and it was Luke warm but not hot even though both thermostats was set to around 130. It was like that for a few days before Jason came out. In order for the heater to hold the water Luke warm for a few days means that the heater was on and not off as Jason said. I'm not saying Jason lied but perhaps he read someting wrong on his meter.
2. When I called the factory Rheem the day after Jason was there after we noticed that the water temperature was about the same as Luke warm Rheem said that if in fact the heater was off the water would have gotten cold and not have stayed Luke warm.

And as I said before that when I said that Jason said the unit had an open ground the factory said that would mean one or two of the heating rods are bad.

As I said in the beginning my original complaint was against Liberty Home Guard which I gave them one star.

I give Express pros one star for not guaranteeing their work. When you call a plumber and tell they you have no hot water it’s the plumber’s responsibility to put the customer first and see the problem is resolved. It was not!

Since Express Pros sent a rebuttal to my complaint of Liberty Home Guard I will submit a complaint on Express Pros when I have time.

Express Pros Recieved a Emergency request on March 4th to go look at a water heater that was not coming on for a customer of a warranty company we work with. I told the warranty company that yes I would schedule same dy service for the customer, a technician to go look at it March 4th. When the Technician arrived at the home he found that this is a rental and that Jan G. is the owner whom he spoke with on the phone but never meet beccause he doesn't live there.

The technician then went and diagnosised that there was an electrical issue causeing the water heater to not turn on. The technician then called the homeowner and explained that he would need to turn his report into the warranty company and see how the warranty company would like to proceed. Jan G. asked the technician to fix it right now. The technician explained that is not how the warranty company works. He would have to pay for the diagnostic and repair to get the water heater to turn on.

That would equal $289. Jan G. said yes do the work I want it done now. The technician fixed the electrical issue and got the water heater to start running. The next day, Saturday March 5th, Jan G. called the technician and said the water heater was not reaching the desired temp. The technician explained that Express Pros did not have an opening to go back until Monday. Jan G. since has called and messaged both the office and the technician saying he is upset because his water heater isnt reaching temp.

We have explained to Jan G. that Express Proswould be happy to come and see why the water heater isnt reaching temp. it would be a diagnostic and new repair because the original repair was still working because the water heater is still turning on. This is not the answer he wanted and does not want us to try to see what the problem is or to try to fix it. We understand it is frustrating when there is more then one issue with a piece of equipment.

There is no way the technician would/could have known that the water heater was not reaching the desired temp until it was able to turn on. So the original repair had to be made to move foward. I have tried to explain this to Jan G.. I have offered everything I could to help and unfortunetly we are unable to reach a conclusion.