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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,251 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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11251 Customer Comments & Reviews

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Mary A
6/6/2019
It didn't do any good. I had to give the man $60 when he check the inside a/c unit, and he said the hose for the water to go outside was stopped it. I had to pay him an additional $75 to unstop it. It was a total of $135. I was so not happy. I thought it would at least pay the $75. Not sure if I will keep this policy. Thanks

Anita M
6/6/2019
I would like to commend the employees at your company. I needed help with an air conditioning unit and I received excellent feedback from everyone at your office. Thank you for Their due diligence.

Angie E
6/6/2019
Although the technician was extremely kind and tried to get the air conditioner fixed for us, he was unable without getting further approval. Being my first time calling for service I am really disappointed in the time it takes to get something done. I called on Friday to report our AC was out. Didn't hear back until late on Monday that someone would be here on Saturday to look at AC. Technician was great and came early for me on Wednesday, only to tell me the soonest he might be able to fix it is Saturday. Over a week without AC is a huge inconvenience - especially in 80 degree weather. I certainly hope any further issues I might have are resolved in a much more timely manner or I will... Read More

L
LaVern P
6/6/2019
My claim was not handled in a detailed and speedy responsive manner. I was given an appointment on a Sunday with a company that does not work on Sunday. The company contacted me on the Friday afternoon before the appointment at 4:46 p.m. to tell me they were canceling the appointment and did not rely the fact that they did not work on Sunday anyway. Of course I missed the call and they closed at 5 p.m. I left several messages on their machine and finally on Monday afternoon, I was contacted. They informed me that they had contacted Choice and explained due to death, they could not complete service and reassign me. As I was talking to the company, I received an email from Choice that I had... Read More

Cindy  
Official Response

Consumer Advocate of Choice Home Warranty
We strive to provide the best customer experience, therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience, therefore we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
T
Tiffany
6/6/2019
Well I had a stove issue but it was to bad to fix so was replaced 😀& my washing machine was working but not getting all water out so y’all are getting a part to put n it to get it back to good ! I have to say idk about this company but I do have to say they are great & will renew my contract when time gets close to that time but thanks for everything & for future work if needed !

robertdrr82849
6/6/2019
The company you dispatched never gave up to solve the blockage in my kitchen sink. They even went out to buy equipment that they did not have in their service truck. The diagnosis and repair took them Many hours and I got a deal for my copay.

M
Mahmoud
6/6/2019
I’m not happy with your service I had to wait for the contractor to install the control board for the heater but he never came!!! Every time I called you you said he is better than getting another contractor!!! I ended up getting my own handyman to fix the heater.

Jeffrey N
6/5/2019
Took 5 days for CHW to book an appointment. I had an appointment booked within 30 minutes of trying. CHW took a total of 7 days to fix the issue. Sears Home Service would have been booked and completed in 4 days.

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”
Nancy G
6/5/2019
I’ll give you 3stars on FINALLY sending me an accurate date and time. After your representative got an earful from me about that it seems she told someone who listens. A home warranty would be of more use if it included preventative maintenance. I just have to hope my AC doesn’t stop working when it’s 120 degrees outside and then it’ll take 3 or 4 days for someone to come look at it because they’re so busy (which has happened). The AC tech was very polite.

B
B
6/5/2019
In South Texas the weather is very hot, The AC broke on a Friday and Monday a service tech came out. They had the part and could have the AC up and going within 3 hours. Choice warranty said no we will ship the part to them it would take 3 to 5 days. The reason is they said they have a mark up on the part. The total difference is around $150 So the now I am stuck in the middle, horrible customer service will not renew. Stay away -save the money. when you need them they’re not there for you !! Plus we have a heat wave coming into Texas this weekend temps 105 . Kiddos dog and wife miserable! Thanks Choice warranty

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”
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