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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,237 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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11237 Customer Comments & Reviews

Loading Reviews ...
A
Anthony
3/22/2019
Great service. Will use his services again if needed to. The problem was resolved quickly.

T
Tony G
3/22/2019
Thank you for a professional job done quickly and Techncian doing work was top of line also , this is company I would recommend to anyone, thanks again 👍

R
Ron
3/22/2019
I would be lost with out them. We just bought this house. They have helped us with some really good technicians. I have the top plan and it is wonderful.

Judi C
3/22/2019
choice sent me a confirmation of my appointment. my husband waited no one showed up. Choice did not sent him my address like they’ were suppose to. Then he wanted to make sure choice would pay him with a credit card right away because. he said it hard to get them to pay. This is the second time I have had someone come out and it’s been very awful. First guy was a roofer and he walked on my pool cover and his leg fell into the pool, then he said for him to fix my roof he needed his truck in my back yard. I’m not happy

Choice W  
Official Response

Customer 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 hopes that your next experience with Choice Home Warranty meets your expectations. We humbly request that you update your star rating to satisfactory. Kind Regards, CHW
Ed P
3/21/2019
The e-mail ad said the 1st month was free but my debit card has already been charged. Why do I get the feeling this is a scam. I should of known something was odd with the 20 phone calls I received.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
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/. One of our Consumer Advocates will be contacting you shortly to address your concerns.
M
Mary T
3/21/2019
Working with Choice Home Warranty is a breeze! The technician was very courteous and contacted us several times. He gave us a 2-hour window the day of service and he texted us when he was on his way. He was very knowledgable, showed us step by step what he was doing, and made several suggestions about how to use our washer more effectively. Problem solved!

Dave M
3/21/2019
Claim process was very difficult and agent assigned to my case was not nice and did not return phone calls. Contract is very tricky and worded in ways that makes a claim hard to get covered. I have a home warranty for a reason...so I do not have to pay for repairs. Why do I have to pay $550 for my AC repair?

Choice W  
Official Response

Customer 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”
A
Amanda W
3/21/2019
March 2019, had an issue with my toilet tank bolt falling out, the people I talked with on this issue became a debacle, was ultamately to rec' a refund. Talking with several different people in your company on this I got many different answers, point is you need to go back to school to learn communication and peope skills or listen to Maurice Wilkenson on how to. Employees '0' Mr. Wilkenson '10'! Thank you sir for helping me!

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
M
Marilyn B
3/21/2019
I called on a Monday and by Wednesday I had a new garbage disposal. I purchased the home warranty because I was new to the area and didn't know who I would call in case I needed repair work. I had the warranty for several months when my disposal quit. Filing the claim was easily done on line. I received a call from the repair service within 24 hours to set the appointment time. The service repairman was professional and finished in less than an hour. So far so good with Choice Home Warranty.

Billy D
3/21/2019
I like your service but i feel that the service for fixing my plumbing problem should have been taken care of by CHW. I had to pay Pruitt Plumbing $575.00 to dig a small hole and replace a joint on my outside faucet.. I felt it was very extreme.

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