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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,299 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.
 
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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
http://www.choicehomewarranty.com/
Company Phone
(888) 531-5403
Headquarters Address
2147 Route 27 South, Edison, NJ, 08837
Year Founded
2008

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11299 Customer Comments & Reviews

Loading Reviews ...
Kermitt M
5/7/2020
I had a issue with my toilet. It was leaking thru my kitchen ceiling. I called for two issues. One was fixed and other was denied. I ask for a review. I explained that I were work for Emory. I work long hours since the pandemic and put my life on the line everyday to do my part in this crisis. I really needed the help with my toilet. Didnt need the stress. I needed my toilet working. Didnt have the money to pay out if pocket. Very seldom use the service. Could she just give me a hand this time. The answer was no. No assistance in this matter. What a horrible thing to do to my family. No toilet and my kids and zi gave to figure out what to do to relieve ourselves and all I got was I'm... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you were not satisfied with the services we provided. We are committed to providing a positive customer experience and we take all feedback very seriously.
jschaule
5/7/2020
I have used Choice Home Warranty for about 3 years. I see continuous improvement in their services and what is being covered. I have used other home warranty companies and have seen that Choice's contractors are more reliable and responsive. Tickets are picked up in hours. I hope to see more improvements with coverage but am happy with their services.

felixem095
5/6/2020
The respond was fast and quick the schedule was very fast the technician was outstanding but not quite satisfied that I got less than $200 to replace a microwave that is worth $500.

K
kathleen D
5/6/2020
What I like about Choice Warranty, is that as soon as I put in a claim, they are letting me know who they found that will be coming out.

G
Gina
5/6/2020
I would not recommend this company anyone. They found a loophole to not cover my hot water tank replacement which ended up costing us over $600!

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you were not satisfied with our policy. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. Our policy covers mechanical failure due to normal wear and tear. We encourage all of our customers to review their coverage. It may also be found on www.choicehomewarranty.com/user-agreement/.
G
Gary
5/6/2020
The computerized claim filing was quite simple and easy. I received immediate follow up via email, advising me of the repair technician and telephone number. The tech CONTACTED ME within a FEW hours on a Sunday!!!!! I have been with three other home warranty companies and I have NEVER had that rapid of a response. Unfortunately, the machine was beyond cost effective repair. Choice immediately responded with an offer to help defray replacement cost. OUTSTANDING SERVICE!!!!

rfellis42
5/6/2020
Thus far Choice has quickly found experts to determine problems and the experts have been efficient in correcting same!

A
Ashe B
5/5/2020
Well no one has reached out to me on my claim yet and my house is HOT I need this stat No email no nothing Not sure on the service side

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your frustration. Please contact us at 1.888.531.5403, for further assistance.
J
Jim B
5/5/2020
We used Choice twice now and had the same problem both time. A technician came out and told us one thing and Choice denied the claim for other reasons. On the second call they used a guy that would have a zero rating but the system made you give one star. They don't use reputable service people and if you look at all the rating site you will see that Choice doesn't have a rating except on Top10.com, they must have an interest in it. DO USE THESE GUYS!!!!!!! YOU WILL REGRET IT!!!! Had great experience with Fidelity Home Warranty.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you were not satisfied with the services we provided. We are committed to providing a positive customer experience and we take all feedback very seriously.
G
gordon s
5/5/2020
Well on May 2, 2020, I request service for removal and replacement of a defected hot water heater CHW emailed me back to inform me that a plumber would contact me a reference (time date of removal and installation) for hot water heater. so Sunday chw. gave me a price of $520.00 that I would have to pay out of pocket. so I called chw. to complain about the charge. my complaint was sent to the case manager any way chw. the case manager told me that was the Price take it or leave it. I kindly inform her to cancel out the year renewal that I had made on sat may 2,2020 the case manager was no help at all not for me nor the Company. I'm now looking for a Home Warranty Company that cares.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you were not satisfied with the services we provided. We are committed to providing a positive customer experience and we take all feedback very seriously.
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