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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,238 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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11238 Customer Comments & Reviews

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wally s
4/2/2019
We had cancelled AHS coverage which we have had since 2008 on our home here in Jarrell, Texas. Problem with AHS was with their Customer Service which appears to have been moved to a 'call center' in asia which resulted in a communication problem. I was pleased that Choice has a reduced rate plan for ex-military personnel, but did not offer a monthly payment plan - only quarterly or annual - which does not fit in to those customers on a fixed income. We hope your 'service' will meet our needs. If any questions please advise.

S
Steven
4/2/2019
The salesman was really easy to understand and was very polite with all the options he laid out for me

Chris H
4/2/2019
I can’t find the zero star rating Warranty coverage is horrible every time I tried to make a claim there was some FinePrint Ridiculous reason that claim would be rejected. I’m canceling my policy and returning to my previous home warranty company that actually covers My home and appliances and ect. Thank God I didn’t let your salesman talk me into the great deal of the five-year plan That I’ve read so many other Unfortunate people have fallen victim to Chris Harris

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”
D
Dottie
4/1/2019
I've always received a quick answer to my claims and on that point would give your call center a 5 star rating with very helpful people, however, especially this last service call I was sent an email with a window time of 3:00PM to 8:00PM on Saturday 3/30/19 which I called the service tech. and told him in person that was not a good time for me because the person who gives me a ride to Mass (church) picks me up at 2:45PM and I need to leave the house by then, he said he would be here by 1:00 no later than 2:00PM and I said to him that 2:00PM probably would not give him enough time to work on all the problem I had. He said to me that Choice Warranty doesn't allow him to work on the problem... 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”
Bryan W
4/1/2019
The person I spoke to was extremely helpful an worked on getting me the best deal for 13 months. Answered all my question very knowledgeable.

G
George D
4/1/2019
The technician never showed up. Contacted CHW who said they would resend. Never happened. After waiting two weeks, I had to buy a new refrigerator as it was deemed to be non repairable and no one would show up. Now CHW will not reimburse me for the new refrigerator. Big sales pitch but no action.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Rod G
4/1/2019
Below is a copy of what my wife has sent to me while I'm out of town: Maria Garrison Attachments Sun, Mar 31, 8:48 AM (17 hours ago) to me Rod you Need to consider and cancel this company and ask for a refund of all the years paid in advance because they don't cover anything. plumbing com )March/ 30 the last person who came wants $200.00 Dlrs for the work of repairing the water faucet you installed wrong ,and the water faucet installation is not covered in the home warranty ) Was dripping a little . After he review he opened more and the water spill is more severe and left it , the water spill is under the... 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 had a less than satisfactory experience with us. 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.
J
Joe R
3/31/2019
Terrible Terrible. Technician broke the only 2 burners working on my stove and oven. I have NO stove. Jessica in customer services was no help. It’s going to take 30 days before I get a check for only $299.00 which won’t buy me a replacement stove. I will be researching other home warranty companies. I will not recommend Choice to any family or friends.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
Thank you for your feedback. 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”
D
Donna S
3/30/2019
On March 25th, you sent out a plumber who was so helpful, not messy, and explained as he went. I appreciated all he did, like being mindful of our things so as not to disturb rugs, furniture, etc. He worked the area in need and was very professional! Thank you CHW!!!

I
Irene B
3/30/2019
I was impressed with updates by text and email. The response on service was fast.

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