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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,291 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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11291 Customer Comments & Reviews

Loading Reviews ...
LInda P
4/30/2020
Promptly showing up, listened, acted, resolved - friendly, and did his job - all good

cababkirk71
4/30/2020
Choice Home Warranty moved on my service request immediately! Within a couple of hours after submitting my request on the website, the representative emailed me with the name of the company, and appointment day and time the plumber would be out to my home. I would definitely recommend Choice Home Warranty. The last home warranty company I had took 48 hours just to acknowledge my request and another 48 hours to find a repair company, and it was just a horrible experience.

D
David s
4/30/2020
I live in rogersville tn not Atlanta ga like my profile states. Please be careful when using this company. Every claim it is a battle to get things paid. It is not comprehensive and doesnt give you peace of mind. It makes you frustrated and question if you threw your money away. I would change this review if they would follow through with their marketing slogans and give the customer what they promise. The claims appeals rep for my recent repair about a plumbing job refused to cover half the job, and admitted on the phone that she had zero knowledge about plumbing but was using plumbing terms in the warranty to tell me whether things were covered such as lateral pipes. I asked her... Read More

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/.
Jim G
4/30/2020
Timely and professional work was excellent. The contractor was friendly and very informative.

griff8771
4/30/2020
If this is about the whole experience the online submission is very easy to do and like the fact they schedule the appointment for you. The downside is that when a machine needs to be replaced they don't offer money that would be comparable to the machine and the homeowner has to fork over at least 60 to 70% of their own money. I thought by having a warranty it is suppose to cut down my out of pocket but not with Choice. My contract expires Oct. of this year so I will be shopping for another Warranty Company.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director who will review this matter and handle accordingly.
L
loretta b
4/30/2020
I was with another home warranty company for over 10 years. I have had 3 experiences with Choice and every one has been awesome. They are prompt . courteous and a real pleasure to deal with. I look forward to many more years with this wonderful company

R
Ralston A
4/29/2020
It was an excellent experience everything was fully explained happy with the service

gohelsuresh
4/29/2020
Act promptly on our claims, Excellent communication, Response right away , Good to have it

Nelson M
4/29/2020
Not good at this point NO ONE TO TALK TO ABOUT COVERAGE!!! NO ONE TO HELP PERIOD!!!! SURE TALK TO OUR COMPUTER !!!!! IF I CALL SALES MOST ONE ANSWERS THAT PHONE SURE HOOK THE NEXT GUYS BUT DON'T CARE OF THE GUY WITH 5YR CONTRACT !!!! THIS IS NOT CUSTOMER SERVICE BY A LONG SHOT !!!! YOU HAVE MY # 928 247 1782 OR 928 276 9254 i WOULD LIKE SOME ANSWERS TO MY QUESTIONS NOW!!!!

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your frustration. Please contact us at 1.888.531.5403.
L
Lisa L
4/29/2020
I was told by my service technician that I would receive a call about my new part on 4-27. I did not receive a call. I had to send a email in to get a response. Now I have to wait for a new technician to come to my house due to the old tec doesn't want to do the job. I now am without my oven for more days than was expected. I believe someone should have called me and informed me of the situation. I called myself to find out I have to wait for new technician to call and schedule their own appointment to look at my oven!

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your frustration Lisa. Our records show that we have scheduled an appointment for your claim.
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