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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,231 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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11231 Customer Comments & Reviews

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Sunnee
1/23/2019
The maintenance staff solved my problem very professionally and quickly on time. OSP Plumbing is good company. Robert is good technician . He did good job.

senion
1/23/2019
My experiences with Choice Home Warranty services have been great. When I have a need they always follow-up as soon as possible. They always give notification of when someone will be out, the name of the company that will attend my problem, and when I can expect to receive a call from the company doing the repair. I usually get the notification within an hour. I always receive follow-up emails. I have not had one disrespectful customer service representative when I have called in. They are well trained. Choice Home Warranty is my choice!

Greg N
1/23/2019
Service tech was great. Work was great. Time it took for service company to get CHW to approve work wasn’t so great.

monicaoharper
1/23/2019
Choice home warranty services are awesome!!! Great Customer Service and very Efficient!!

A
Andy B
1/23/2019
This was a much better experience than my last experience. Good response and customer oriented. Less hassle and professional. My last experience resulted in filling appeal which I never received response from appeals process. Very disappointed previously. This experience was positive and much more positive.

E
Edward P
1/22/2019
Our family has just enrolled in Choice Home Warranty, and covered 2 homes with their policy. We have not used any of their coverage as of now, but after much research on available home warranties, plus talking to friends who have this type of coverage, this was the company that was always at the top, or close to the top, of the best all-around policies to purchase. Plus, our sales representative was very helpful in our decision to select the proper policy for our specific situation.

R
Robert T
1/22/2019
CHW WAS NOT ABLE TO GET SOMEONE HERE TO REPAIR MY FURNACE BUT THEY DID GIVE ME AN OPTION TO GET MY OWN.I DID AND WHEN I CALLED FOR REIMBURSMENT THERE WAS NO PROBLEM.I AM COMPLETELY SATISFIED WITH THE SERVICE AND HAVE ALREADY TOLD OTHERS OF MY EXPERIENCE.IT WILL BE ENTIRELY UP TO THEM BUT I PUT IN A GOOD WORD FORCHW.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for your feedback Robert!
Adora O
1/22/2019
Thanks for the prompt response and resolution to my heating problem. I was glad to see the HVAC technician less than 2 hours after online claim submission, on a very cold winter day. The technician had my heat working promptly.

Dan Z
1/22/2019
Water heater elements repaired February of 18, twice, first company installed wrong elements, failed after a week. Second company replaced elements and it worked, until now... Upper element wasn't installed properly so it was leaking internally and failed this morning. CHW doesn't cover damage cause by leaks even though unit is only 5 years old and it was caused by their company's repair. Garbage.... And when your policy is about to expire they will bombard you with multiple phone calls daily basically harrassing you to renew. I need to find a different company. I don't recommend them from my experiences over 3 years.

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”
Richard G
1/22/2019
Put in my 1st claim on my Air Conditioner.. You denied the replacement of the evaporator coil leak because you say it is caused to rust or improper maintanence. Somehow I am not surprised you just ripped me off for my premium.. Especially when i read through the contract and find what uou say 6 sections away from what you cover and exclusions on AC

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for your feedback. 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.
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