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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,232 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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11232 Customer Comments & Reviews

Loading Reviews ...
Akirro M
2/3/2019
Great price and Great Coverage! I'm glad that I switched from Sears Home Services!

M
Murali I
2/3/2019
The technician from KEA Services was excellent. He was very professional, knowledgeable and thorough while checking and assessing the issue with the Washer. We would be happy to use KEA Services again for an issue with any of our appliances.

Jeff G
2/3/2019
Perfect claim. Discovered the issue and created a claim online which was resolved in a day! excellent experience. Technician was professional and accommodating. Called that he was on the way in the window provided and finished in a just a short while. Everything is working again. Perfect.

T
Tammy
2/3/2019
Called about our garbage disposal late Thursday night. It was fixed Saturday afternoon. We are very pleased with Choice Home Warranty!

L
Laurie
2/2/2019
Prompt courteous service. They had RotorMatic service my water heater. Charley from the service did an excellent job and had my hot water back in a flash.

Shari G
2/2/2019
My heater went out 9 days ago (a Friday) and I still don't have any heat today they following Saturday. On Tuesday, the people they sent did not show up on time, they were 2 hours late ( They where suppose to be here between 11-3 and showed up after five) There was no call but they showed up at 5:30 but couldn't fix it because they did not have any parts with them. They promised to let me know first thing the next morning when they would be returning with the part needed. No call and no response to 4 text messages. When I called Choice Home Warranty in the afternoon of Wednesday they promised to find out the problem and get back to me within 5 min. When an hour had gone by I called... Read More

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. We have applied a onetime free service call fee onto your policy, in hopes that your next experience with Choice Home Warranty meets your expectations.
Solo M
2/2/2019
It is always nice to have a courteous and informed person doing the job. Thank you very much for solving the plumbing issue I had.

Andrew T
2/2/2019
This is the second service on the washer. The fist was in mid december and had to wait till you sent parts to Dans to makerepair. H ecompleted the service quickly. I then went away for a month and when i started using the machine it was still ''dancing and jumping around'' Had to pay another service fee of $45 because it was over 30 days, which I feel should have been credited. Now you are sending him more parts to try a repair. And maybe by next week , sometime I will have my washer back inservice. Luckily I am a reitred single guy ,,, what would a mother of 2 do???

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. We have applied a onetime free service call fee onto your policy, in hopes that your next experience with Choice Home Warranty meets your expectations.
Jessica E
2/1/2019
They were useless to help me when I was locked in my garage due to my garage door cable breaking. I have the ultimate package so fixing the cable is covered but 3 vendors and 6 days later they still could not get some one out to fix it. They kept contacting vendors that didn’t service my area or had to drive 2 hours to get to me. I’m within 10 minutes of Madison, Wisconsin and they could not find any local company! Are you kidding me!

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for your feedback Jessica, we regret to hear that you did not have a satisfying experience. Our records show that this claim has been resolved. Due to your dissatisfaction, we have applied a onetime free service call fee onto your policy, in hopes that your next experience with us meets your expectations.
K
Karen P
2/1/2019
Not satisfied with this claim at all! For one it took a couple of weeks to even get someone out to look at the problem. Then they offered me a lowball offer to settle, they did finally come up to a reasonable price. Third we have to pay to have it put in on top of already paying our fee for them coming out the first time! Last but not least I was told it takes 30 days to get a check to us!! Not satisfied at all!

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. We have applied a onetime free service call fee onto your policy, in hopes that your next experience with Choice Home Warranty meets your expectations.
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