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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,256 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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11256 Customer Comments & Reviews

Loading Reviews ...
ggrider70
8/16/2019
Choice has been my home warranty company for three years. I have had other home warranty companies in the past, but they don’t compare to the speed, expertise and professionalism Choice provides me as a customer. The website to request service is user friendly and straightforward. Every issue I have ever brought to Choice has been quickly and easily been resolved.

ruth.abastta
8/16/2019
The response to my claim was in a excellent matter. Fast ,! The company took care of my air conditioning unit within hours Great work choice warranty😃

G
Gloria R
8/15/2019
Want to cancel....too many exclusions and homeowner requirements. Kim was great rating against plan after receiving all the exclusions...too old to deal with!

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
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. It may also be found on www.choicehomewarranty.com/user-agreement/.
S
Susan
8/15/2019
Just found out that through Choice Home Warranty if you have, for example, a plumbing issue you have to pay the $60 fee for a plumber to come out and "assess" the problem first, then they have to submit the claim to Choice for "approval", then, if the claim is approved, they will come back at a later date to fix your problem. According to the middleman who finds the in network contractors to come to your house, Choice is once of the most difficult companies they work with. Very disappointed!

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. A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations. CHW
C
CBW
8/15/2019
I've been with Choice almost 4 years. I started with them in OK (no complaints) when I moved to KY I still had time left on the old contract in OK so I gave it to the new owner & bought a new contract for my new house in KY. they made me wait weeks before it would go into effect. I paid out of pocket 4 everything that needed repaired. In May I had to call on the A/C the company they sent said the fan needed replacing (I felt they should replace the whole unit) anyway now we are in Aug. & the compressor needs to be replaced & they sent a different company for the repair & the cost is more than the allotment so they will send a check. I had no idea there was a cap on each item (watch... Read More

T
Tim G
8/15/2019
I have had ups and downs with Choice Home Warranty. Last year a completely unqualified service person came to fix my garage door and left it completely inoperable. Choice allowed me to get my own technician but wouldn't pay when he gave the problem as one not covered by the warranty. My argument was that they sent me an incompetent technician which basically is their part of the bargain and that he left my garage door in worse shape than he found it. They refused to pay and I had to pay the 230$ . I have however won an appeal this year on an item that was previously denied. The biggest issue I have is that the technicians are not always the most qualified and you really can't control that.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
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. It may also be found on www.choicehomewarranty.com/user-agreement/.
C
Clay S
8/15/2019
In 2016 my wife and I decided to look into home warranty policies due to both of us aging and not being able to do the home repairs like we use to. As we researched different companies and policies we decided to go with Choice Home Warranty, a decision that we have come to regret. As I spoke to the Choice salesperson, I explained to him several concerns that we had. One such concern was that we had a A/C heating system that was 26 years old at that time. Our Choice salesperson assured us that that was not going to be a problem, we went through the A/C system concerns extensively. We agreed to a six year policy on the salesman’s recommendation being the best value for the most coverage.... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your frustration Clay. Our records show that your Case Manager has provided you with a resolution.
Martha A
8/15/2019
The repairman came when stated and worked quickly to discover and fix the problem with our dryer. I am very satisfied with the service provided.

P
Paula B
8/14/2019
I have always had good customer service and you have awesome prices. I left for a year and tried one of your competitors, you have then beat by Su measures. Keep up the good work and you'll be even better. Thanks, Sincerely PB

A
Allison
8/14/2019
I have now had three service claims with Choice Hone Warranty. Each was answered quickly, the appointments were prompt, the techs showed up on time and we’re diligent, patient and first-rate. I could not be happier with this company after having had some opposite experiences with two of the other “majors.” A-One!

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