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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,218 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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11218 Customer Comments & Reviews

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Roy L
11/15/2018
While I appreciated the quick response to a problem with my Amana washer, I was not pleased (but accepted) CHW's replacement offer of $299.00 for it since the cheapest comparable Amana washer I could find was $398.00.

D
Donna
11/15/2018
Customer service was very helpful. Got an appt within a day or two. Overall very satisfied

D
Dorothy P
11/15/2018
We switched to this company because of a bad experience with out previous company. Choice Home Warranty is not the best warranty company. We have been trying to get our hot water Heater fixed for 3 days now. No hot water in the house, mind you. The repair men they used are not organized and keep making several trips to fix problem when this could have been resolved quicker. Needless to say, I am still trying to get this resolved. Either fix it or replace. It is a 13 year old water heater. Also, the rating should be less than poor but I cant even press on the lower star. All in all, I should have stayed with the company I was at or went to a better company.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dorothy, 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.”
roberto r
11/15/2018
Open the claim online, within minutes received confirmation that a tech will be next day in the morning to repair the issue. Tech came on time, very knowledgeable and professional, issue was fixed and working fine. Thanks for a quick turn around

Neil C
11/15/2018
I have had nothing but issues with your company. You refused to fix a leak in the HVAC by saying it just needed Freon. Then I needed you to come out and fix it again (because you were too cheap to fix the actual problem) and now it had rusted from the freon coming out the leak. So you refused to fix or replace the unit because it had rust. That is just one of the many issues I have had. The second biggest issue is you not paying your vendors enough to actually come out to my house after a week. Then you tell me that I can find my own person and you would cover it, but then you don't actually cover it because they were not your vendor. Garbage company with garbage customer service.

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. Kind Regards, CHW
T
Tobias
11/14/2018
As I leave this comment I am without heat again. I have had 2 visits and now have gone 6 nights with no heat total. I have also missed 3 days of work because one of my appointments got canceled 15 minutes before the appointment by email. I plan to just pay for the repair hoping I can get reimbursed. I almost thought having this type of service was a great idea.

Asia M
11/14/2018
Quick response great customer service I would have given five stars if the time window was more resnibke but they give you a 4 hour window whic is too long to wait around

Harlan D
11/14/2018
I had a problem with my furnace after a tune up and Choice followed up and they did a wonderful job. Waiting for final visit to replace a broken part on the unit. Was the first time I used the service and I am very satisfied.

D
Danielleapotter
11/14/2018
Didn’t disclose service call fee until very late in process. Felt somewhat deceptive.

E T
11/14/2018
Very professional Service provider. Was called by the scheduler to move up the appointment due to expected freezing temperatures (Heater was inop). Technician (Owner) showed up, identified the problem and fixed it. Then reviewed cause and future maintenance checks. In and out and done and we are WARM. Great customer service, work, and attitude.

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