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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,302 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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11302 Customer Comments & Reviews

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K
Kerry
11/22/2019
Since acquiring my Choice Home Warranty policy, I have had two occasions to use my policy. Both times my issues were addressed and resolved in a timely and professional manner. One was an issue with my washing machine, the other my heater, both were repaired and are now working as should be.

had1016
11/22/2019
I would not recommend this company to my worst enemy. Even things that are supposed to be covered, they deny. You have to call and fight with them about it, then they say they worked some magic to make you think they did something special to get it approved. The customer service people are very nice however. Beware if you want to cancel the policy, because anything they paid for that isnt technically covered, they charge back to you .

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We regret to hear that you did not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We are here to provide peace of mind, save you time, and money by offering a one stop shop. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home. Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on www.choicehomewarranty.com/user-agreement/.
J
Janiesha
11/22/2019
I was promised 2 free months of service and was cahrged on the following business billing day after being assured that I wouldn't recieve a charge until December. I could not reach the rep who promised me no charge for 2 moths so I was unable to ask about a refund. The charge caused my account to become negative with a overdraft fee. I had to dispute this charge thru my bank to get the overdraft fee removed. Because of an error made by CHW my policy has been cancelled and I had to start all over with the 30 day wait period. I should not have been cancelled when I was promised to not be charged for October and November. Customers should be contacted before a policy is cancelled. Things... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. 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”
sreeraok
11/22/2019
Not a dependable warranty company. Choice warranty is paying only 50% of the replacement cost. Their decision is not transparent and case mgr act like dictators and final authority. No other dept /options given for consumers. You buy trouble with this warranty, they won't really help when you need them on failed equipment. Good alternatives out there for peace of mind.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. 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”
A
Adrienne C
11/21/2019
The experience was great. He did his best to fix the problem but in the end it had to be replaced thank you very much. I am so happy that I have the piece of mind that you give me

R
Ralph K
11/21/2019
I called to report a problem with my clothes dryer. Less than an hour later Choice returned my call with an appointment for 7a.m. the next day. The contractor came out as scheduled and repaired the dryer. No fuss, no muss!! Couldn't believe how easy it was!! I am a believer!! Thank you Choice!!

W
willie q
11/21/2019
although my range could not be repaired choice did afford a settlement which i can used to purchase a new range but i must wait without working range until settlement arrives it would be nice if payment could be sent promptly as customer must replace old appliances that are too costly to repair. thank for the prompt service.

A
Albert J
11/20/2019
We have had CHOICE for three years. We only had a few claims which were resolved quickly with no hassle! Most professional and great to deal with. Great peace of mind, knowing that problems will be quickly resolved. Albert

Gina R
11/20/2019
I have recently made three separate claims for 3 separate things. The first two claims choice sent me an email noting they had been assigned. But when I hadn't heard from the two separate companies for different claims I called them an hour before the assigned time expired. Both noted they never agreed to the assignment nor knew anything about it. The most recent company had two claims but two claims for the same address instead of my address. It takes a lot out of our personal time to sit and wait for the company to come out. So to hear that they never received the assignment is very frustrating and inconvenient. Not satisfied at all with Choices blunders in assigning the claims.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
Thank you for your feedback. We strive to provide the best customer experience and regret to hear your dissatisfaction. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns. Kind Regards, CHW
R
Robert C
11/19/2019
I called yesterday to open a regular account. Your rep, Ralph Butler, started trying to sell me your Veteran's policy. I was about to agree to it when my wife found out the upfront cost and said to not take it. I told Mr. Butler my wife vetoed the plan and told him I wasn't going to take it and hung up the phone.. Then this morning I look at my bank account online and see two charges for $1125 deducted from my account. I better get this money back.

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Director of Sales who will review this matter and handle accordingly.
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