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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,205 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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11205 Customer Comments & Reviews

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L
La T
10/24/2018
Don't want the tech back at my home.. Didnt clean up behind his self and try to over charge me...Unprofessional..

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We regret to hear your frustration. Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Austin J
10/24/2018
Kea service is very professional. Does great work and very knowledgeable. I would recommend them anytime.

C
Chelsea
10/23/2018
Had alex one of the service managers yelling and screaming at me over the phone and calling me retarded and stupid and saying I have no right as customer to ask for higher up and them called me a cracker very racist and discrimination company. I'll be looking for another home warranty company after this

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Chelsea - please send your policy number to respond@choicehomewarranty.com as soon as possible for further assistance. In the subject line, please state ATTN: OFFICE OF THE PRESIDENT
T
Terry a
10/22/2018
Well I didn't have to use them this past year. But we had CHW back in 2006-2012. Always took care of us when we called. Bought our place in MO and the sellers provided a home warranty that wasn't CHW. So as soon as the contract was up I called CHW and came back to them.

Judy G
10/22/2018
The prompt service and the quality of your company choices continue to amaze me. I was an American Home Shield client for over 20 years and when I bought this home I thought I would give Choice a try. It’s been 6 months and I have had a few minor issues but I have always been so pleased with the speed of the solution and all the workers have been kind, friendly and knowledgeable. Yeah for you. Keep up the great service. Judy Glotfelty

Shanel J
10/21/2018
Got charged 45 dollar and the tech that came out didn’t do anything but said unplug refrig and if that don’t help call back!! TOTAL RIP OFF COMPANY!!!!

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Shanel, We regret to hear your frustration. 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
Mary E
10/21/2018
Very disappointed in choice home warranty. I have several properties with choice and this is the second repair they turn down this week. Yesterday the furnace went out and they turned down due to rust, today they turned down water heater due to age. What good does it do to pay premiums for years and years and then when you call in a repair they turn it down. What a waist of money paying premiums over all these years.

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 for further assistance. In the subject line, please state "Consumer Advocate Reviewer; Attn C. Blue" Regards, CHW
C
charlie n
10/21/2018
Always quick to respond and set up an appointment with a qualified local contractor. Never an issue with coverage or claims. Customer service is great.

Tise B
10/20/2018
I spoke with a young man one of your sales representative today to renew and he was very rude. He also called me back on my cell remain to be very rude and hung up the phone on me . Not sure how your representative are train but if you want to keep your customer I suggest you give this representative more training on customer service skills.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We regret to hear your frustration. Our Consumer Advocates have contacted you to further assist. CHW
S
Sheila E
10/20/2018
I’ve had a good experience with Choice and would recommend them as a warranty company. It is wise,and necessary to keep receipts of work done on your major equipment such as furnace and air conditioner. Overall, I’m quite satisfied with Choice.

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