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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,224 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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11224 Customer Comments & Reviews

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T
Teddy T
12/12/2018
This was the best experience I have had with Choice. The pluming company that came out was very professional and on time.

T
Tobi
12/11/2018
The electrician sent out to my hone was not only knowledgeable, but communicative, polite, and professional. He solved the problem quickly and explained the issues to me clearly to help prevent recurrence. I am very pleased

AlfredA W
12/11/2018
I had to threaten to cancel my warranty in order to get them to review and approve a repair that I had submitted. I am still waiting on a response for a previous repair that they denied.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. Our Consumer Advocates will look further into this for you and will be contacting you shortly to address your needs.
Dennis P
12/11/2018
Left a message that the contractor repaired quickly, but here 24 hrs later, it is not working. Hopefully you will get back to me soon.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for your feedback Dennis. Our records show that we have contacted you regarding your claim. Please visit the Account Center for further details.
Bradley P
12/11/2018
I am very happy with the service provided by CHW and recommend it for all homeowners!

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for your feedback Bradley. We humbly request that you update your review to reflect your experience.
trieu n
12/11/2018
I had an electrical problem in my kitchen, the 1st appointment was made with a Bridgestone electrician on Sunday 12/9/18. I waited all Sunday. The electrician never came, and never called to let me know that he/she could not make it. I had to call to make a second appointment with Urgent Electric LLC for Monday 12/10/18. This electrician came and took care of the problem properly. I would give Bridgestone NO star for their service, and I would give Urgent Electric FIVE stars. Since I have to rate the whole experience, I gave an average of THREE stars.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
William H
12/11/2018
We had our 1st missed appt yesterday from 7am to 11am and our 2nd missed appt from 5pm to 6pm yesterday. I'm supposed to have an appt today from 7am to 11am again today. I would appreciate it very much if a Supervisor would call ASAP because this is Very Un Professional, Thank You Very Much, Sincerely,, William Henderson 330 540 2362. I left a message with Marsha to have a Supervisor or Tech to call me Asap around 8am this morning!!!

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Thank you for your feedback Mr. Henderson. 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”
Dennis P
12/11/2018
I was greatly surprised when I used the warranty for the first time. The contractor was straightforward, competent, and pleasant. He worked immediately to identify the problem and moved quickly to repair the issue. Thank you.

J
Jean
12/9/2018
We had to go buy a dryer because after 2 months we heard nothing from you about parts or repair. I continued to call. Still nothing. You do not follow through. You do not contact your customers once a claim is filed to let it be known what you are doing. Calling customer service is the worst. You refused to do anything to repair our air conditioner although it was covered in the policy. This has been a complete waist of our money.

Purless M
12/9/2018
I have never been so dissatisfied with a warranty company in my life. I filed a claim on Dec I, 2018 and this clai9m has not been satisfied as of this date (12/10/2018) I have lost all of the food items that I had in my refrigerator and their has been no resolve at this time. Choice sent a person out to my house to determine what need to be done and the person had to come from Rome Georgia to tell me that he did not have the repair part to make the repair. When I called the office the next day, Choice still had no up date on the repair.

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