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Choice Home Warranty has one of the worst reputations we have seen. There is a government write-up on the company’s Better Business Bureau page stating that the company allegedly sold a home warranty to consumers and then denied consumer claims. This is a big red flag in our opinion, so if you are seriously considering Choice Home Warranty we recommend you proceed with caution. Below is the review we initially wrote prior to learning about the government write-up.
Product Name: Choice Home Warranty
Product Description: Choice Home Warranty offers appliance and and system plans for homes across the United States. Service requests can be made 24/7 by phone or email, and their website is filled with rave reviews. But what do we really find when we dive under the hood?
Summary
Choice Home Warranty looks like a solid offering on the surface, but they’ve gotten themselves into some regulatory hot waters that have yet to be resolved to this day.
Overall Score
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Customer Service
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Coverage
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Quality Of Work
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Overall Value
Pros
- Very affordable pricing
- Excellent online customer feedback about their contracted technicians
- Consumers report quick response and repairs
Cons
- $60 service call fee, even if no work performed
- Spotty coverage across U.S.
- More than 1,400 consumer complaints to BBB in last 3 years and D- unaccredited rating
- In regulatory hot waters over consumer complaints
Consumer Reviews
This is the aggregate score of reader reviews we’ve received. Have a good or bad experience with Choice Home Warranty? Feel free to leave your own review in the comments. Please note that only ratings with valid review content will be published and counted.
Alternatives To Choice Home Warranty
Don’t like the score you’re seeing? Our home warranty experts have reviewed over a dozen providers. Check out our best home warranty showdown to discover our top picks this year.
5 Key Features
- Service guarantee: 90 days for parts and 30 days for labor
- 24/7/365 availability to make service requests by phone or email
- Replacement or reimbursement for appliances and systems found beyond repair
- Coverage begins 30 days after enrollment
- 30-day cancellation policy ($50 cancellation fee)
Plans
This company doesn’t publish its pricing on its website, but based on consumer reviews we understand it’s one of the more affordable options out there.
| Basic Plan | Total Plan | Optional |
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Consumer Feedback
We found a number of Choice Home Warranty complaints, largely on the BBB’s website. But as we stated earlier, there are a ton of excellent consumer reviews on trusted sites as well — and the good news is, these reviews are more recent. Here’s a sampling of what real consumers have to say.
Praise
Choice Home Warranty has shown outstanding customer service from the sales team when I joined to a recent claim. The response was quick, thorough, and resolved the claim in a timely manner. I would and will recommend Choice Home Warranty to all of my family and friends.
Portia S., Trust Pilot, 6/20/2022
I contacted Choice Home Warranty about my Heat Pump not heating during low temps. They responded within 2 hours to let me know that they had contacted a repair tech to come and check on my heating unit. The repair tech came within a timely manner and looked over my heating system and came up with a solution to the problem. I thank Choice Home Warranty for their quick response to my problem.
Rickey, Consumer Affairs, 2/24/2021
Complaints
Choice Home Warranty is awful. They use technicians who are not licensed in their field.. They do everything they can to deny a claim. I have currently had no AC almost a month and they don’t care.. They try to get techs to do work very cheap therefore they can’t get any reputable ones to work for them.
Steven, Consumer Affairs, 6/12/2022
These people have never been great on customer service, I called 5 times today and didn’t get any help, all they did was took my money and refused to even talk to me on the phone. They are still using COVID-19 as an excuse to leave you on hold.
Michelle, Trust Pilot, 6/20/2022
Is Choice Home Warranty In Legal Hot Water?
Choice Home Warranty has one of the worst reputations we’ve seen on the BBB. Not only do they sport a terrible unaccredited D+ rating, they have gotten themselves into some legal hot water that as of this writing has yet to be resolved.
According to a 6/15/15 statement on BBB’s website, NJ-based CHW “agreed to pay the State $779,913.93 including consumer restitution; revise its business practices; and retain a compliance monitor for at least one year under a Final Consent Judgment resolving the lawsuit brought by the New Jersey Division of Consumer Affairs in July 2014 against the company and its current and former principals…”
The Division’s Complaint “alleged that CHW induced consumers to buy the so-called “home warranties” – which were actually service contracts – by stating they offered “comprehensive” coverage. The Division alleged that CHW then used deceptive tactics to deny consumers’ claims, such as denying claims if the consumers were unable to submit multiple years’ worth of maintenance records. As a result, consumers who paid hundreds of dollars for CHW’s “warranties” were required to pay out-of-pocket for air conditioning, refrigerator, or other repairs that were purportedly covered.”
It’s unclear whether Choice Home Warranty still retains the oversight of the NJ State compliance monitor. But based on the overwhelmingly positive online customer reviews we found from the past 9 months or so, the company appears to be cleaning house.
Choice Home Warranty Vs American Home Shield
How does CHW fare vs one of its top national competitors, American Home Shield (AHS)? Find out in our head-to-head showdown, comparing plans, pricing, and consumer feedback.
Are Home Warranties Worth It?
Check out this video by Money Talks News, which has some basic tips about what to look for in a home warranty.
Is Choice Home Warranty Worth Considering?
Based on our research, we’re reluctant to recommend Choice Home Warranty at this point but hope to have a better outlook on it in the future. Their history of bad BBB reviews and legal action against them leaves us in a “let’s wait and see” stance. Your best bet is to talk to people you know to see if they’ve used Choice Home Warranty and would recommend them, especially if they live in your town. For other home warranty recommendations, see our home warranty reviews.
