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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,277 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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11277 Customer Comments & Reviews

Loading Reviews ...
Rob W
2/12/2020
They have no contractors in my area. The closest plumber they could get to come fix my leaking pipe was 50 miles away. Then they made him sit in my driveway for an over hour while they reviewed my claim which they eventually denied.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.

Nadim A
2/11/2020
This rating does not reflect the real life service of this company, NOT EVEN CLOSE. They must be fake and are produced by the promotional department. My experience and the experience of many of the customers I have talked to, does not deserve a single star. They company practices are deceptive. We are promised prompt and smooth service but the reality is quite the opposite. Most of the claims are automatically denied with the claim of "these are excluded items" when they are actually NOT. Customers go through endless communications to have any kind of repair completed. You get to the point where you would rather just not bother filing a claim and just pay for the repair your... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.

L
Leon B
2/11/2020
The person I worked with over the phone was great! He ended up selling me the VIP program. Only thing that is worrying me is that I haven't received an email with the agreement and details of the VIP package.


mtague7733
2/10/2020
Electrician was very professional and did a great job figuring out what was wrong and fixing it.


ericawilkes33
2/10/2020
Good service so far, but I only gave 4 stars because the appointments were cancelled at the last minute and rescheduled without seeing if I would be available first. Otherwise good work and my appliances are working well!


S
Sheila B
2/9/2020
I sent an e-mail addressing your denial of the claim for a "Pop Up" related to the sink plumbing together with pictures and never received a response. As I mentioned in the e-mail, I can't imagine people without the pop-up drain in the bathroom sinks...like the pop-up in the your tub/shower! It is absurd, and I will not renew per lack of response to my e-mail. Sheila Battistello

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. 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. We encourage all of our customers to review their coverage. It may also be found on www.choicehomewarranty.com/user-agreement/ Upon review of your specific claim, the failure that occurred to your unit, is not “Included” in accordance with the terms and conditions of our policy. Although this type of failure wasn’t covered under our policy terms, this is only 1 out of the 15 systems and appliances in which we provide coverage. Therefore, if another unit/system/appliance breaks down due to normal wear and tear, please contact us at 1.888.531.5403 and we will be here to place a cl1aim for you or visit www.choicehomewarranty.com where you can place a claim online. CHW

poochie.rj
2/9/2020
The Tech was prompt, very professional & diligent in identifying the problem. I’m telling everyone I know about the great service provided. I’m very pleased with the service thus far.


M
Ms K
2/9/2020
Last June I bought my first home. It’s a fixer upper but seemed to be a great deal. But I was told to always have some sort of Warranty for those unseen issues that my accrue. Well ever thing was ok so I thought till I left town due to death in family. I always shut the water off when gone lm gone to keep ppl from using it. Came back this time to leaks everywheređŸ€ŠđŸŸâ€â™€ïž When I turned water back on. So I contacted Choice they sent out HUGHEY’S PLUMBING to assess the issues. Thru them I learned the broker I thought I had a great deal with got me. Everything was in wrong. Although CHOICE said they CAN NOT WARRANTY (repair) IMPROPER WORKMANSHIP I AT LEAST KNOW I HAVE BEEN HAD AND WHAT NEEDS TO... Read More


R
Raymond S
2/8/2020
I had a hard time understanding your agent. Their English was not up to par. spoke too fast and not clear. They had a hard time understanding what I was trying to tell them about the problem.


A
Ajay M
2/8/2020
When you talk to the sales team and finalize the contract and pricing, they take your credit card details, charges your card. Scary thing starts here, you get an email with the contract details:?your service fee is more than what is promised by the sales person and the length of contract is also different. Be aware of this dirty practices.

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. In recent review of your policy, our records show that we were able to address all of your concerns to your satisfaction.


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