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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,229 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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11229 Customer Comments & Reviews

Loading Reviews ...
Evelyn K
1/11/2019
Emailed about garbage disposal at 10am. Before 3pm the same day, plumber was out and new garbage disposal. Very fast and professional service.

Yvonne N
1/11/2019
very satisfied with the services I received yesterday. job well done. technician was very knowledgeable and proceeded in professional capacity.

osupropertiesbyar
1/10/2019
They were out the next day and came back to correct the job on same day too. I was a happy landlord!!!!

F
F L
1/10/2019
Serviceman was unprofessional, sloppy, didn't clean up his mess and slow. Was late for appointment. I wouldn't use this firm if I had a choice

Jordan B
1/10/2019
The service that I received from Choice has been ridiculously awful. I had an emergency plumbing issue to which they dispatched someone to be out the next day and then he never showed up. They resubmitted a request for another plumber 3 DAYS LATER!! We ended up going a reimbursement route and even with that it only covered up to $200 in work (which no plumber found on google would charge) less the service fee. So my $400 charge they only reimbursed me 135 for.. I just got this warranty for my new home and regret it already. Very disappointed customer.

Choice W  
Official Response

Customer 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.
Lesley H
1/10/2019
I have to say choice has been quick to respond and works hard to make things right. I recently had a service call that was less than satisfactory. When I complained chw got right on with a new request at no charge. Definitely recommend them!

A
Ade V
1/10/2019
I contacted the company Appliances Plus Air which it was assigned by CHW, to reschedule the visit before the time they scheduled, and it was amazing, the person was the next day, Sunday. Thanks very much. I really appreciated the efficiency because it was my tenant with a child with the fridge not working. It was very important for me to resolve this issue because I’m in Canada! I’m really thankful for that company. Five stars!

T
Thomas A
1/10/2019
We had a water heater go out and were without hot water for about a week and a half with 3 young children. I believe CHW did as well as one could expect under the circumstances. Things I would change: It would have been nice to have been able to speak to a human being rather than E-mail and wait for responses. They did respond but then sometimes the response was not expected which raised further questions. Thus speaking to a human being would have alleviated this only problem. As to all other aspects of the event I was pleased with their response and I thank them for their service!!

Jay A
1/9/2019
They are not rated Class B by the BBB. They are rated C. In fact the site states they are not accredited. https://www.bbb.org/us/nj/edison/profile/home-warranty-plans/choice-home-warranty-0221-90048733 They have 4623 complaints and had an issue with NJ Attorney Generals Office. https://nj.gov/oag/newsreleases15/pr20150615b.html I had three claims - Dishwasher, Refrigerator and Electrical. The first two were deemed unfix-able. What? and offered 300 on first and 400 on second. First item was a 900 dollar dishwasher and second was 2300 Fridge. Electrical was 882 and they offered 350. They state they arent an emergency service, fine! Their contractors dont have to pick a ticket up on... Read More

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We regret to hear your frustration. 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”
F
Fran R
1/9/2019
I was with this company for a year and canceled it today. I had one instance with a plumbing issue where I had to call but no one came out nor did I get a call from them. Bad customer service.

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