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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,280 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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11280 Customer Comments & Reviews

Loading Reviews ...
Glenn I
2/27/2020
So far, Very Unhappy.....Filed claim on refrigerator Feb 3...Feb 27, still waiting on repair...Will NOT renew.... Please go to Facebook to get a better idea how they treat their customers..I can't believe the Federal Government allows them to operate... Liberal Chuck Schumer must have an interest in the company..

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.

kirose13
2/27/2020
This is our first time using Choice Home warranty to help protect our home. Making the choice was easy because of the coverage offered and the affordability. Kendra was there to answer any questions we had and we are pleased so far with our choice!


cedricspriggs
2/26/2020
My problem was fixed with the microwave not heating but now it is very loud when using.


Valerie A
2/26/2020
So far we have not found much that CHW covers. Each time we have a technician come out for a problem we are told it is not covered. Just looked up having a tech come out for our garage door that wont open and in looking at the policy it says : GARAGE DOOR OPENER (Platinum Plan & Gold Plan) INCLUDED: All components and parts, except: EXCLUDED: Garage doors - Hinges - Springs - Sensors - Chains – Travelers - Tracks - Rollers - Remote receiving and/or transmitting devices. Not sure it covers anything then. Looked at a ceiling fan we have an issue with, same thing, everything is excluded....... Not sure why we paid for this and would not recommend it to anyone!

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/.

tori.hd51
2/26/2020
The person I spoke with on the phone at Choice was exceptional. The first person she scheduled to come out, said he had car trouble and will call to re-schedule...never heard from him again. Called Choice and another company was scheduled. He did not show up on time, called me and asked to re-schedule for the next day. Told him that was not possible. He sent another team out and they were awesome. Not the best experience because I wasted 2 days waiting at home to get this fixed. Gave 5 stars only because the guys who eventually showed up were great.


j_johnson63
2/26/2020
The technician arrived on a day where the weather was extremely inclement. Regardless, the technician thoroughly examined the entire AC / Furnace system inside and outside of my home. He then gave me a very detailed assessment of the issues that I was having and provided a resolution for the situation that was both effective and safe. The Technician was very respectful and answered all of my questions. I hope he is the technician that returns to complete the repairs.


K
Karen S
2/25/2020
CHW has been very responsive with my claims. The last two were a refrigerator repair and furnace repair. They had repair contractors over within 2 days. Both were very qualified and repaired the issue on the spot. I have been very happy with their service.


F
Frederick C
2/25/2020
To Whom It May Concern: I Frederick Cuffie, purchased my Choice Home Warranty policy 380009016 on 16 April 2018 for $1,795.00 which includes a $45.00 service fee, that was paid in full. My policy’s effective date was 16 May 2018 and ends 16 May 2024. My initial claim with Choice Home Warranty (CHW) was called in on Oct 7, 2019. When I called in the initial claim I informed the individual with whom I had spoken to that I had a leak behind the mirror that is located in the downstairs bathroom above the sink which also leaked into the garage and caused damage to the wall. CHW contracted 1-2-3 Plumbing to complete the work. On 9 Oct 2019 1-2-3 Plumbing came to my home and conducted... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.

K
Kathleen T
2/25/2020
A heating service company came out to check on a heater that I thought needed repair. They were at my house on time and a message was sent to me with a picture of the gentleman who was coming out. It was nice to know to whom I was opening my door. Nice company to deal with. I have been with Choice Home Warranty for many years and they have been fantastic with a quick response when I need a repair done. I so recommend them to anyone who may need repairs done in their home.


H
h b
2/25/2020
seems to be a good choice.But when i purchased the plan the gentleman on your end did NOT DISCLOSE that there is a fee to be paid every time a repairman comes to fix problem.I had to read the FINE PRINT to see that extra charge.OVERALL i think your policy ia a good deal



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