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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,251 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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11251 Customer Comments & Reviews

Loading Reviews ...
vanessa T
6/5/2019
The AC Company M.R Repair did a very good job highly recommended, the technician was very profesional. He fix my AC issue in no time. Thanks a lot Vanessa

B
Bernice
6/4/2019
I just submitted two claims to Choice today a CHW technician was to arrive at 11:00-3:00 to repair a toilet which was leaking water they never showed up or called when I reached him he told me he would come tomorrow but I had water all over my floor so I was forced to call another plumber I really don’t know if I can trust anyone to come when they set up an appointment this was my first service call I have another service call tomorrow at 7:00am to 11:00 am for my washing machine I hope they come or I will be forced to end my contract

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. Please send your policy/claim number to respond@choicehomewarranty.com as we would like to provide a satisfactory resolution for you. In the subject line, please advise “Consumer Advocate Reviewer”
lora10008
6/4/2019
The absolute worst. Customer service is useless. They are deceptive when they sign you up and end up wriggling their way out of covering most things after you have paid for the visit fee. You are much better off to not deal with them and hire your own workers.

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. It may also be found on www.choicehomewarranty.com/user-agreement/.
Patrick R
6/4/2019
Very smooth transaction. Problem was fixed first time. Nashville HVAC Group did great job

F
Fred B
6/4/2019
I have been subscribe to Choice Home Warranty for over 2 years. My first attempt to use the service was a big disappointment. The servicing agent that CHW sent out was dishonest, deceptive, and of the poorest standard. I gave him $500 for services to be rendered and never saw him again. Fortunately CHW did reimburse me and paid for the services he was to perform. I reached an agreement with CHW that I would be able to hire a service mechanic of my choice and CHW would reimburse for the work. I have had several small cases that I chose to take care of myself and on 3 separate occasions I paid for my service mechanic that I trusted to do the work. I did not ask for reimbursement... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. Please send your policy/claim number to respond@choicehomewarranty.com as we would like to provide a satisfactory resolution for you. In the subject line, please advise “Consumer Advocate Reviewer”
J
Joseph D
6/4/2019
very happy so far with the service with all star appliance repair Servive A1 Plus

George G
6/4/2019
Technician was on time and responsive the problem is now worse than it was before the repair took place

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear your unit is still experiencing failures. We have reached out to our technician to return to your home to further diagnosis your unit.
Jimmy G
6/3/2019
great company. I needed a water heater, no problem put one in thanks jim gann

M
Michelle
6/3/2019
I have a double oven it had a lock malfunctioning. It's an internal lock that makes the oven stop working. Also the cooling fan went out. They denied my claim claiming the lock was excluded under the exclusions of "door seals" A door seal is the seal around the door that seals the oven. They were fraudulently expanding the use of door seal to deny my claim. I appealed and received no response. They offered to pay for just the cooling fan and 1/2 the labor which is a fraction of the cost of the repairs. I'm so disgusted with this company. I entered into a contract with them in good faith had every intention of keeping my warranty but now I won't. I will tell every one and every... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. Please send your policy/claim number to respond@choicehomewarranty.com as we would like to provide a satisfactory resolution for you. In the subject line, please advise “Consumer Advocate Reviewer”
Corinne B
6/3/2019
My ac went out on our first heat wave of the season. Called for service on Wednesday. Was given a appointment on the following Wednesday! That was not acceptable. I did get a email saying that i could call my own company in and they would be able to contact first choice to authorize the repair and I would be reimbursed at a later date. I was able to contact the service scheduled company. The first call changed the service call from Monday to Sunday and then Saturday night. He was right on time 5 pm! Had be up and running by 6! It took three days. I don’t think I could have any better luck with AHS my old company for at least 15 years.

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