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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,182 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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11182 Customer Comments & Reviews

Loading Reviews ...
R
Roger C
8/9/2018
I have used CHW since 2014 for a few of my properties and when I needed service support I always received without issue. Have recommended to others

M
Marta
8/9/2018
First time I called to place a claim to have my water heater worked on they said we did not have a policy in place (which we did) so we purchased another one, only to find out that they could not service anything in our house for 30 days. Needless to say, we went and replaced our water heater. Now we are gettin calls and emails, because the policy “we did not have” is expiring..... We have talked to the customer service, sent faxes and letters and they won’t pay! Also they are no repair our second refrigerator because they do not fix “restrictions in the lines”....... Not happy!!!

J
Jennifer F
8/9/2018
When I first signed up for Choice because their low rate of $45 per visit, but soon I realize that it is not worth it because Choice DO NOT cover the cost of the repair if it requires a new part. I own three houses within 20 miles, and I use three different home warranty companies to see the difference. Choice Home Warranty by far is the worth in both customer service and do not compensate on parts, but it is a simple repair of leaks, then that is done after you paid the $45 service call. Now, after using 2/3 companies for more than 10 years. We only switched to Choice for about 3 years now. We are going to switch it back when the end of the year term is complete. Because if you... Read More

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We regret to hear your frustration. Please email your policy number to cblue@choicehomewarranty.com for further assistance. CHW
M C
8/9/2018
the warranty barely covers anything and the companies that Choice partners with is terrible because it has been my experience that they don't really know what they are doing...I had an "electrician" come out to the home who spent the most of his time on the phone with his boss because he didn't know what/how to do anything. I would appreciate it if Choice partnered with legitimate companies who have BBB, Home-Advisor, etc. ratings

N
Nazim
8/9/2018
I have used this company for all of my home , it’s hit or miss depending on which contractors come out to service your equipment

A
Angelia E
8/9/2018
Filing a claim was easy and an appoint was scheduled quickly! Everything was completed in a timely fashion.

A
Andy D
8/9/2018
I have been without a washing machine for a month. The first tech came and diagnosed the problem and told me he ordered parts and he would be back ASAP to install them. He collected his fee and I never heard from him again. I had to call CHW again to get a new tech. They came and diagnosed the problem and did come back to repair the broken parts. However, they did not test the washer to make sure it fixed the water leak. Thinking the washer was repaired, I did a load of laundry and water leaked all over my floor and damaged my new flooring. A third tech is scheduled to come today to repair the leak. We will see what happens. What you at CHW need to understand is that you need to have... Read More

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We regret to hear your frustration. Our Consumer Advocate will contact you for further assistance.
Beverly H
8/9/2018
I received service same day within a few hours of making a claim. Still have problems with my washer.

S
SHERRI
8/8/2018
I AM FROM SENTINEL OK AND I HAVE HAD CHOICE HOME WARRANTY FOR 4 YRS VERY DISAPPOINTED THEY DO NOT FULFILL THERE CONTRACTS AND THERE CONTRACTS ARE NOT WORTH THE PAPER THEY ARE WROTE ON. THEY JUST TAKE YOUR MONEY AND RUN TO DON'T USE THEM.

J
James R
8/8/2018
I purchased a 3 year Total Plan from Choice Home Warranty when I purchased my home in October 2016. In June 2017 the air conditioner stopped cooling. I called Choice Home Warranty, they arranged for a service technician of their choice to examine the unit. Upon his arrival, the technician had no uniform, no state license posted on his truck, and his only tools were a set of gauges and a tank of freon. He had no other tools or ability to determine why it was low on freon or where a leak might be. The air conditioner worked during the Spring of 2018, in May it again quit cooling. I called Choice Home Warranty, they could not provide a technician for 5 days. They authorized me to obtain a... Read More

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Our Consumer Advocate will reach out to you.
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