I filed a claim with Liberty on 12/27 after my ice maker stopped working. The contractor missed the first diagnostic appointment, came out on 1/11. Said he needed to order parts, came out to replace parts on 1/22. He did not thaw out the line or check to see if it was working before he left. The next day, I notified him that the ice maker was still not working and that the refrigerator was now not cooling properly and was throwing error codes. He said he knew what the problem was and would come back out to fix it. I had to empty my refrigerator and freezer because I did not want my food to spoil, as the fridge was not keeping proper temperature. Between 1/22 and 2/23 this contractor scheduled SIX different appointments with me and no-called, no-showed to every one of them. I finally got tired of it and contacted Liberty, let them know about the situation and requested that a new contractor be assigned. Initially, they told me that they would reach out to the contractor directly and get him to come out. I requested that they escalate my claim and assign it to another contractor. They told me that they would. Initially, they offered me under $400 towards the replacement of the fridge. When I told them that was not acceptable (what kind of refrigerator can I purchase for $400?). Then I was told that they would give me $500 credit towards a replacement if I purchased it through them, they would send me options that I could choose from. They sent me two options, both refrigerators were $1,600, not including tax, delivery or installation (I would still have to pay for those). So, I would be about $1,500 out of pocket. I asked if they had any other more affordable options, they told me they did not. When I asked if they could just issue me a $500 check and I would go purchase my own, they said they could give me $300!!! At this point it was 3/19, I had been without a functioning refrigerator for 3 months and could not go any longer so I accepted it, ordered my own appliance and had it delivered and installed. In the meantime, my dishwasher stopped working (when it rains, it pours). I submitted the claim on 2/28. They sent someone out 3/10 to “diagnose” it, they determined that since it was older it was beyond its useful life. They, again, offered me $300 towards the replacement, if I ordered the dishwasher from them. This time, I agreed to do so. My out of pocket was $250 for the dishwasher. They came and installed it 4/1 and after it ran through the first cycle it leaked all over my floor. I called Liberty the same day to let them know. They said they would “make a note” and someone would contact me from purchasing on instructions for how to return the unit. I also reached out to the installers, they sent someone out a day later and said that the unit was probably defective and needed to be replaced. After 3 days (passed their promised 48 hr timeframe), I called Liberty again to ask about the return/replacement process. They then told me that since I accepted the delivery that it was my issue to deal with. I would need to contact the manufacturers warranty for a replacement…. WHAT???? That is crazy, I purchased the appliance from Liberty, they arranged delivery and installation and now I am responsible for their defective appliance?? Today is 4/11, I have been without a dishwasher for 6 weeks, and now I have a defective appliance to deal with on my own. Outside of the warranty premiums, I am out of pocket $2,700. It would have been cheaper not to have the warranty at all, at this point I don't know what the purpose is, if I have to pay out of pocket for new appliances. They have covered nothing.
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