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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,252 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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11252 Customer Comments & Reviews

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F
Fred F
6/8/2019
Very disappointed in the results of claim #74839065. Repairs to my a/c unit were not covered by Choice because they were determined to be maintenance related. I just purchased the home on May 31, 2019. At closing, I received a Choice Home Warranty. I had no control over prior maintenance of the home. Therefore, I could not have maintained the a/c unit to prevent problems associated with the main drain line. It should be noted that when I submitted my claim to the claim rep with Choice, I indicated that the overflow line of the a/c was leaking. The claim rep should have given me some kind of warning then about the possibility of non-coverage if lack of proper maintenance was... 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.
G
gerald
6/8/2019
I cancel contract in 2 weeks. they have not refunded my deposit. sorry I got with them. I do not recommend this company.

Bill V
6/8/2019
Great service and communication in a timely manner. The technician showed up was very helpful and fast

Bill F
6/8/2019
I have overall been satisfied with the service for all the claims submitted except for the refrigerator freeze up problem. It took an extremely long time to get it fixed and it took several claims to fix it because it kept freezing up. Also, I am concerned about the HVAC system. It is 20 years old and something goes wrong every so often. What has to go wrong before you will replace it. It seems like you will keep patching it to keep it running until something else goes wrong. I would appreciate a response to this concern. THANKS, William G Friel Contract #458434011

M
Monique T
6/8/2019
My AC stopped working when I originally called I was told one thing and something totally different was done. No one could answer my question to my satisfaction. This was on. Thursday I called everyday for 5 days because no one called me! Finally the 5th day I spoke with someone who spoke English! Finally on the 6th day I was given an appt, and it was repaired on the 7th day no communication is NOT good to me!!!!!

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.
Jerri B
6/8/2019
Technician arrived accessed problem,job was completed, I was very satisfied Thanks

D
Darla Y
6/8/2019
Great customer service and on time! The company is very understandable and family oriented.

Kathy S
6/7/2019
I called Thursday morning because my AC wasn't working and we have 110° temps on the way. Choice Warranty had an AC Company out to my house my 12:30 & my AC was up and running by 1:30. THANK YOU SO MUCH.

Osman B
6/7/2019
I am very satisfied with the customer service representative who handled my call to sign me up for service.

B
Bonnie A
6/7/2019
I received an immediate call back Re: the need for a repair/replacement for my leaking garbage disposal unit. An appointment was set up for the very next day and the technician was very professional, explained what had broken in the unit and had a replacement unit already in his truck which he installed lickety split. He was here and gone within an hour. This was my very first experience placing a service call with Choice Home Warranty and it was a very positive one. I’m so glad that I made the decision to take out coverage with them!

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