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Choice Home Warranty Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
11,159 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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11159 Customer Comments & Reviews

Loading Reviews ...
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Diana N
6/22/2018
i had 2 problems yesterday. I called in 1 day prior and they came yesterday and fixed both. thank you for being fast and efficient. the techs that came knew their stuff and were polite and courteous. Thanks again

Delilah C
6/22/2018
Got someone out to my house quickly, however did not give approval for a replace rather a cheap fix that was not going to last long term when the equipment was in terrible shape. Disappointment that choices would take the cheapest route instead of approving a job to be done correctly.

Mike A
6/22/2018
Im very upset at choice Warranty, I’ve had a warranty prior to choice i gotta tell you with owning all the rental properties I had an AC unit that went out due to it being 16 years old it finally gave up on us. I called choice warranty they sent out a company out two days later the company Came out told me that it needs a new generator due to it being old it burned out, so the company told me they will tell them what they see and they will have choice Warranty get in contact with me. So five days pass by and I don’t hear from anyone so I call choice warranty to see what’s going on first off all I was on hold for over 49 min then I was hung up on which I’m already pissed. Then after talking... Read More

J
Jim D
6/22/2018
Placed order for service online Wednesday am, serviceman came out Thursday 9:00 am and had a/c back running by 10:00 am. Very pleased and thankful.

D
Dalia
6/21/2018
I liked that she explained everything and some things she repeated twice even to make sure I understand

M
maureen
6/21/2018
They are well priced and always responsive. I was unsure when we started with them, but's it's been four years and they really deliver.

D
Dominick
6/21/2018
The workman was very knowledgeable and knew exactly what was wrong with my machine.

K
Kin L
6/21/2018
Great response—Great service ! I highly recommend Choice Home Warranty for any home owners. Kin

Y
Yash A
6/21/2018
My Experience has been horrible. I have a 2 month old baby, and I had to wait for over a week in the Florida 90+ degree weather for the A/C repair process. I was sent this email for review and I STILL have not had my A/C unit fixed!!!! I called every day and that did not help. The customer service was very bad until I escalated to my sales person and informed them that I was going to cancel the policy.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Yash Abreu We regret to hear your frustration and we would like to assist in coming to a resolution for you. We have reached out to our Consumer Advocate who will contact you directly. Regards, CHW
R
Rita v
6/21/2018
Service was not followed up on. I allied in, wait time too long. No follow up.

Choice W  
Official Response

Customer Advocate of Choice Home Warranty
Dear Rita Villegas, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/. Based on the information that we have obtained, you were not satisfied with our policy and the hold times. We understand your sense of urgency in wanting to come to a resolution. We are experience a heavy call volume as we are at the peak of our busiest season. Please be advised that the best time to reach us at the start of business hours M-F 8am EST Sat/Sun 9am EST. For your convenience, you can also place a claim as well as check on the status of your claim online at the account center at https://www.choicehomewarranty.com/account-center/?logout We strive to provide the best customer experience, therefore as gesture of good faith, we have applied a onetime free service call fee onto your policy, in hopes that your next experience with Choice Home Warranty meets your expectations. Kind Regards, Choice Home Warranty
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