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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,220 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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11220 Customer Comments & Reviews

Loading Reviews ...
P
Paula
11/21/2018
Great Customer Service from beginning to end of my service need with heat not working.

Ron S
11/20/2018
I usually receive my follow up call from repair company shortly after calling Choice.

Walter D
11/20/2018
I submitted claim over a week ago I had an appointment for this am.which he tech never showed. Up I called the contracting tech company phone went to voicemail and said the mail box was full so I called choice only to get the run around still no resolution. So if you're n the market for a home warranty keep shopping

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Walter, 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” CHW
B
Brenda
11/20/2018
Terrible phone dispatch service and the companies they dispatch to are terrible also.

M
Mary S
11/20/2018
Excellent response time and service!! I would recommend Choice to everyone! Within 2 days of claim service person is at your door

root4rockytop
11/20/2018
My family has been without heat upstair for over a week waiting on Choice to approve a claim on a failed blower motor . They finally approved the claim, but refused to let the local repair company order the part (which could been in as early as the next day) . Instead they demanded that they order the part themselves, so with a holiday week and Choice's bad policies/slow decision making process, my family will be without heat for a minimum of 2 weeks and probably more. This company has performed very poorly in comparison to another warranty company I have used. This policy was chosen by the seller, so please insist on another company if you are in the same situation. I would not recommend... 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” CHW
D
Dee C
11/20/2018
You had me find my own guy to help me fix my furnace. Thanks. You said you would send me the money back. When it comes I will make sure everyone on my social media knows the good experience I have had. So far so good.

Linda H
11/20/2018
I have had policy 3 years and they have fixed nothing. Beware!!Terrible!!

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We regret to hear your frustration. We will contact you directly as we would like to provide a satisfactory resolution for you. CHW
S
Shani C
11/19/2018
If I could give it a ZERO - I WOULD!!! On 09/19/2018 I placed a request for service on my Refrigerator. A tech came out to check on it 09/21/2018 - it was determined that it would be easier to replace than repair. I have a Side by Side - in door stainless steel Refrigerator. They offered me $400 to replace. After a dispute I ended up only getting $700, this was agreed on 09/24/2018. As of today 11/19/2018 I have not received my check. I was told it was mailed on 11/07/2018 and it i want a replacement check they will CHARGE ME $30. I advised that I will give until Monday and if not received I will be asking for a supervisor. My case manager Tommy Garcia told me there is NO ONE above him I... 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.
Vincent L
11/18/2018
takes to long to get a repairman.repairman said part is covered ,ive been waiting since since last Tuesday to get washer fixed .

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. Regards, CHW
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