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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,248 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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11248 Customer Comments & Reviews

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J
JTT
4/24/2019
Having had CHW for 4 years I have found within the last 7 months that this company will do anything at their disposal to deny a claim, even if means twisting the facts. And, yes, I read the plan description front to back before signing up. Just within the past 3 weeks CHW has twisted and turned my claim as well as the words provided by the heating and air company THEY assigned to check out what was wrong with my heat pump. Someone in their organization decided the compressor failure was due to lack of maintenance and the unit was nasty inside its casing. The htg & a/c company said it was NOT filthy but the failure was due to normal wear and tear as well as the age of the system. They... 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”
R
Roberta V
4/24/2019
We were very pleased with our first accepted claim with CHW. The service man was very professional, knowledgeable, and an excellent problem solver. We needed a new disposal, and the installation was very efficient and quick. We look forward to working with CHW in the future.

A
Alan A
4/24/2019
Kind of disappointed. Asked specifically about a few items if they were covered and was told yes. After I received the written contact they were not.

Frank A
4/24/2019
Thanks for your assistance to replace our garbage disposal. Called on Monday 4/22/19 and replaced next day 4/24/19

Kathleen W
4/24/2019
Once again I am disappointed with Choice. My washer broke recently. It took a week to get a repair person to look at it. It was pronounce dead. I would need to wait for what happens next. The wait was short. They did get back to me in a timely manner. They offered me 299,99 to replace my washer. I looked online and at local big box stores online. The cheapest new washer, even on sale, was 400.00. I declined the offer. They again were very timely in getting back to me. They would not give me 400 but 350. Telling me 400.00 was not possible. I took the offer informing the rep that all this would buy would be a used machine. I was then informed I was expected to buy new and would need a 1yr... 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”
L
LInda K
4/24/2019
I was so very pleasantly surprised. I called about my disposal not working and a repairman came out to my house the next day, right on time, and replaced it within 45 minutes. Very good experience.

Sameer F
4/24/2019
Choice send out Universal Repair who diagnosed and Resolved the easy simple problem (food stuck in disposal) quickly and efficiently. Now dishwasher drains well.

Julio Y
4/24/2019
The gentleman from Select Repair was thoroughly professional as usual and went the extra mile to determine the washer was not the problem, but we had a power issue..

M
Mohammed M
4/24/2019
Technician just completed the garage opener work. Good customer service. Quick appointments and dispatching to technicians. I am happy that I have this service.

B
Bob
4/24/2019
I made the call for a problem with our A/C unit and they had a tech here within days. Great service all around and would recommend Choice Home Warranty to all.

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