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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,204 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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11204 Customer Comments & Reviews

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D
Darrel
10/3/2018
I've had several experiences with Choice since enrolling in the warranty program. This last call was by far the best. The technician was professional, on time and had the garbage disposal unit replaced and installed fairly quickly. I was pleased with the service and now have a brand new garbage disposal to boot.

Vicki S
10/3/2018
My garbage disposal broke in a Sunday and by Tuesday morning it was replaced by a choice technician. Thanks Choice

A
Ariel D
10/3/2018
I got to be honest, i really didn’t expect this easy and quick service. I called made a claim and they showed up next day to fix the issue. Thank you!!!!!

R
Ralph D
10/2/2018
very disappointed in the last claim made. I called on Friday morning and did not get a service person until Monday. And this is with a flood that I was experiencing in my house. Seems that CHM did not care and just went by the books, of which in reality was not. I was told that I would get help from 4 -24 hours. First person that I called at 7AM did not even put my claim in and thank God I called at 10 to find out what is up.

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
L
Louise T
10/2/2018
As a Real Estate Broker, I am disappointed and annoyed with the quote " We are replacing your appliance" It doesn't cover the retail cost for replacing an appliance . It should state in the contract that all covered items, if Choice warranty determines" replacing over repairing" that the covered item will be reimbursed at whole sale cost. Hence, you will be paying out of pocket to replace an item!! Very, misleading.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for feedback. Please send your policy/claim number to respond@choicehomewarranty.com for further assistance. CHW
S
Steven L
10/2/2018
Terrible, terrible service and probably fraudulent policies. They just denied coverage for a plumbing leak on the grounds that "rust and corrosion" were involved--even though it was a copper line that doesn't rust and the line itself was not corroded. Their technician told me the leak occurred because the line was old and worn out (the house was built in 1977 and the line was probably original construction); and the policy supposedly covers "normal wear and tear." But Choice looks for any little hook on which to deny coverage for anything. A few months ago, they denied coverage for an electrical failure because the repair "might" require opening walls. In fact, their contractor was... Read More

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for feedback and we regret to hear your frustration. Please send your policy/claim number to respond@choicehomewarranty.com for further assistance. CHW
C
Cambys K
10/2/2018
I'm very happy with the service I received from you and the technician. Nothing but good to say about CHW.

Vergel D
10/2/2018
Fast and reliable service. Their network of repairs company are also very prompt.

Sergio P
10/2/2018
Great service and quick response on claims. Can’t wait to tell my friends and family. I highly recommend this home warranty.

Nando L
10/1/2018
Beware the positive reviews, they have an action against them on the BBB for compensating people for positive reviews. I had an HVAC repair claim and the tech showed up. Great guy, determined the fan was broken, replaced it. System worked for a week before it broke again so the same Tech came back. A capacitor was blown. He replaced that but it didn’t fix it, the compressor was cycling on/off. Created a second claim and waited over a week. They denied the claim saying something broke the compressor early and they wouldn’t be paying for it because they only cover normal wear and tear. I explained that the capacitor had worn out and likely caused the issue, I told them I wish I had never... Read More

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Mr. Lopez, We regret to hear your frustration. Please submit your policy and claim number to respond@choicehomewarranty.com for further assistance. CHW
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