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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,314 Customer Comments & Reviews - see all comments
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Choice Home Warranty is a New Jersey-based company founded in 2008 which offers services contracts. Their plans offer protection against the cost of repair or replacement of major systems and appliances in the home via several plans. Each plan also offers optional coverage for septic systems, pools /spas, well pumps, sump pumps, central vacuuming systems, limited roof leaks, second refrigerators, and standalone freezers.

How Do We Rate Choice?

Breakdown

4.8/5
Transparency
4.5/5
Claims Processing
4.5/5
Coverage Options
4.8/5
Additional Benefits
4.3/5
Customer Experience

Our Overall Rating: 4.6 / 5 (Excellent)

Choice Home Warranty offers a full array of home appliance and systems coverage at a competitive price. The company offers two plans for existing home owners —Basic and Total. In addition to a monthly premium, customers can expect to pay an $85 service fee each time they make a claim, which falls in low-to-mid range when compared to other home warranty companies.

You can submit a claim 24/7, including holidays, via phone, online, or app. The company utilizes proprietary technology to begin the dispatching process after a claim is filed. The company has recently updated their plans increasing coverage and has fewer limitations. Their plans and optional coverage can cover over 25 major systems and appliances.

Choice Home Warranty earns a B rating from the Better Business Bureau and has a positive rating on Trustpilot, but in this industry, negative customer reviews far outnumber positive ones.

Coverage

Key Facts

Plan Types
Combo Plan
Benefit Limit Type
Per Item
Typical Appliance Benefit Limit
$3,000
Typical Systems Benefit Limit
$3,000

Coverage Options - 4.5 / 5

Choice Home Warranty offers existing homeowners two plans, each of which cover a mix of systems and appliances. The primary difference between its Total plan and its Basic plan is that refrigerators, washers and dryers, and air conditioning systems are not included in the Basic Plan. Optional coverage for such items as pools and spas, well pumps, and septic systems is available for an additional fee. The company states that, in any case, its total liability for any single item is capped at $3000, but lower limits do apply to some covered items.

What does Choice cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Central Vacuums
  • Ceiling Fans
  • Ductwork
  • Sump Pump

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Built-in Microwaves
  • Garage Door Openers
  • Garbage Disposal
  • Stand Alone Freezer
  • Ranges
  • Ovens

Exclusions

For a full list of Choice exclusions, check out this page.

Specialty Items

  • Pool
  • Spa
  • Septic Tank Pumping
  • Second Fridge
  • Freezer
  • Limited Roof Leaks

Contract & Price

Contract Details

Annual Premium
Starting at $0
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 5 / 5

We requested a quote for a single family home of less than 5000 square feet in a small midwestern city. The premium for Choice Home Warranty's Basic was $47.85 per month and the premium for its Total pan was $54.95 per month. With the cost difference between the two plans being only about $7 per month, to our mind, the Total plan a better value overall because it includes coverage for three of the most common appliances: refrigerators, washers, and dryers. It also includes coverage for air conditioning systems.

The company's co-pay for a service call is $85, slightly less than most comparable companies. The co-pay may be reduced further with special discounts and promotions.

Sample Contract

Choice provides a sample contract for potential customers on its website: Choice Sample Contract

Cancellation Policy

The contract shall be non-cancelable by the company except for nonpayment of contract fees or service fees, fraud or misrepresentation of facts by the customer, or by agreement between client and company. Customers may cancel within the first 30 days of the order date for a full refund of the paid contract fees. If canceled after 30 days, the customer shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by the company.

Claims & Service

Claims

Service Fee
Choice Home Warranty two plans include the same $85 service fee, also known as a deductible.
Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
30 days

Contractors & Service

Contractor Selection
In-Network Only
Contractor Network Size
15,000+
Number of Technicians
15,000+
Service Recall Period
30 days

Claims Processing - 4.5 / 5

The company's claim center takes calls 24/7/365. Claims can be made online or by calling the company.

Choice Reputation

Company Details

Year Founded
2008
NHSCA Membership
Number of Employees
500+
TrustPilot Rating
3.9 out of 5
BBB Rating
B
Date Collected
2021-12-15

Reputation - 5 / 5

Choice Home Warranty is one of the fastest growing organizations in the USA, winning Inc 5000 awards for 7 years running. U.S. News & World Report's 360 named Choice Home Warranty Among the Best Home Warranty companies two years in a row, and BEST CLAIMS Service. Choice Home Warranty is also a member of the National Home Service Contract Association (NHSCA), an industry trade organization serving home service contract providers and consumer interest throughout the United States.

While the company earns an average B rating with the Better Business Bureau, consumers have lodged over 9000 complaints against the company in the past three years with that organization. Choice Home Warranty earns only 1 star out of 5 from consumers who have reviewed the site on the BBB's website. The BBB also notes that Choice Home Warranty has been the subject of several significant legal actions by the Arizona Attorney General's office. The company has also been reprimanded by the BBB itself for improperly offering financial incentives to clients who leave positive reviews.

Choice Home Warranty fares much better on Trustpilot, where consumers award the company 3.9 out of 5 stars.

Contact & Additional Information

Homepage URL
Company Phone
(888) 531-5403
Headquarters Address
2147 Route 27 South, Edison, NJ, 08837
Year Founded
2008

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11314 Customer Comments & Reviews

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linda t
8/6/2020
Made to feel like a liar and a cheat. PAID in full for one year and a free month. One month later had trouble with one of the a/c units,it needed a new part. Well ya! It is 11 years old. Been serviced and well maintained. Told it was not covered. Well why not? It's old and was not properly covered. Okay! Well cancel my account. Will do, minus a month's charge. Wow a guy can't win. Okay send me a cancellation e-mail and notice of refund. WELL I asked 5 time no notice. Put in a review of what all happened. This morning I get an e-mail asking for a review. Really??? Well you do have my address! Now would you please send me my money $434.00 out of the $500.00 dollars I paid in full, Also would... Read More

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Maurice W  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. Please send your policy/claim number to respond@choicehomewarranty.com as we would like to provide a satisfactory resolution for you. In the subject line, please advise “Consumer Advocate Reviewer”

J
Jay M
8/6/2020
He was polite earlier than expected knew precisely what was required and promised ot have some one form Choice get back to us within a day


C
Carol
8/6/2020
Take too long to respond to an issue. Glad that my issue was not an urgent one. The technician was great; seemed really nice and helpful


T
TED R
8/5/2020
Tired of all the misled comments, smoke and mirror promises of "the best". First was told that if we had a company was doing our work we could use them....LIE. Then a malfunction of our Ranai water heaters.....OOOPS, technicality, we don't cover tankless water heaters. Now this latest one. Your thermostat doesn't work.....OOOOPS, another technicality, we don't cover multi-zone thermostats. Like I said I am sick and tired of your opinion of being the best. I have to find another company and cancel the policy with you. Oh, and the one thing that was covered, freon, didn't charge the system enough so it still doesn't cool like it did before. But that was covered.

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Maurice W  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home. Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on www.choicehomewarranty.com/user-agreement/

Shahana M
8/5/2020
CHW is slow in responding when the claim is escalated. I had an issue with my garbage disposal that was rusted and my kitchen faucet that was leaking.Got my own plumber to change these items.l need to be compensated.


Love O
8/5/2020
This company sucks. They sent me an email saying that they couldnt find an Air Conditioner service tech and to find my own and they will reimburse. I found one to come next day (95 degrees out) and they said they have one booked for 5 days out. They refused to pay my invoice from the AC tech that I found. You get morons on the phone who keep stating policy. Noone can make a decision. Terrible company. Do not use them!

Maurice W  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. Please send your policy/claim number to respond@choicehomewarranty.com as we would like to provide a satisfactory resolution for you. In the subject line, please advise “Consumer Advocate Reviewer”

Sarah C
8/5/2020
We were very happy with the technician that came to look at our dryer.


A
Alvin D
8/5/2020
They could not find a provider to correct my problem, but they did offer me a reimbursement of the cost if I contacted a provider. However, the provider had to contact CHW with his diagnosis before work could begin. This delayed the work for a short time (about 20 minutes) from being completed. The work was authorized and I was able to get my problem corrected. And I will be reimbursed (less the normal service fee) the cost by the provider.


mohroc
8/5/2020
Technician (Cyrus) was the best, I can't say how much i like his job, fabulous, The company I am a little upset about, You mentioned the filter is completely covered then you found a reason to deny it, it wasn't appropriate since any time I claim this you will find another reason not to cover something, The previous company I had contract with was a little more expensive but never had this issue with them. they why i don't give you 5 stars.


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Fernando
8/5/2020
Technician was a professional , he identified the problem and fix it, very respectful; I am satisfied with his work !



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