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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,168 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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11168 Customer Comments & Reviews

Loading Reviews ...
A
An2sy28
8/1/2018
Poor service, the rep that came out did not complete the job, he was instructed to do 2 bathrooms, he said he had order for only one. Horrible warranty company.. might get someone else after finish with this company

S
Shelley
8/1/2018
D&S Appliances was sent to fix the washer; but couldn't find the problem. Second company Pyratek Appliance was sent and the technician was able to locate the issue which was the computer. This technician was much more knowledgeable and pleasant than the first technician that was sent to us. I was on hold with CHW twice for over an hour. I don't think that's very good customer service.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Shelley, We will like to further assist you. Please send your policy and claim number to cblue@choicehomewarranty.com for assistance. CHW
R
renee a
8/1/2018
Choice has been an excellent "choice" for my family. The prices are better than most and service is above average.

Diane P
8/1/2018
I have no problems with Choice Home Warranty. However, the company that you used to fix my AC was terrible. I got my assigned time (between 3-8pm) for repair and called the company and asked if I could be their last appointment for the day since it was the end of the month and I had work to get closed out at work. I got a call on my appointment day at 12:30 telling me they would be at the house in one hour. I asked the tech to please make it later. I suggested 4:30. He said he would check and call me back. No call back by 2:00 so I called the tech. He said 4:30 was fine. I called him at 4:30 as I was at my home waiting for him to make sure he had good directions. He told me that... Read More

Marion J
8/1/2018
For not being local, he was punctual. Also courteous & very knowledgeable.

Denise D
8/1/2018
My air conditioner system stopped working in the heat of Summer in Florida. They were quick to get someone out here. The tech reported that everything was well maintained on our approximately 16 year old system. It needed a new capacitor and defrost control board. The tech reported that it could be because of the age of the system or a power surge. CHW decided to decline the repair because it could've been from a surge. The repair company actually called them to plead my case because the system is so old. They still refused to cover it. Then I spent 1 hour and 10 min on hold before I gave up. Don't waste your money!

Tori S
8/1/2018
I haven't been able to get in contact with a human in the month since my claim has been made. Spent at least hour on hold (twice) before eventually giving up. Takes over a week for them to approve a repair. They requested a second opinion from another technician, so I had to pay the consultation fee twice. My ac has still not been fixed and it's been over a month in the summer. Don't waste your money and go with a different company.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Ms. Summers, Our consumer advocate will contact you for assistance. CHW
Gita V
8/1/2018
NEVER TRUST THEM! IT IS A SCAM! THEY TAKE YOUR MONEY AND THEY NEVER FIX STUFF. WE HAD TO FIND THE CEO VICTOR HAKIM AND EVEN HE DOES NOT REPLY BACK. SCAM!! STAY AWAY

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Ms. Vahdat, Our consumer advocate will reach out to you for further assistance.
B
Bruce L
7/31/2018
After I called on July 19, one technician was dispatched for July 29, and then changed to July 27. Then I was notified that another technician was dispatched for July 26. He did not show up till July28, and just twisted a couple knobs and left after telling me it needed a board. Now he says it will be after first of next week before I get my Dryer fixed. We have had to borrow our daughter's dryer for two weeks. I can't say that is good service.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Bruce, We will like to further assist you; please send your policy and claim number to cblue@choicehomewarranty.com.
Murtaza D
7/31/2018
Sent cloth dryer repair request but could not find an available tech. So I hired one and cost me $90 for service call. The tech handed the work order but Choice would not approve the work unless the tech called. So that repair never happened until choice finally sent their tech. He analyzed the problem but then took a week for choice to approve the order of the part by the technician.

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.
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