Choice Home Warranty Review
Choice Home Warranty (CHW) has been in business since 2008 and offers affordable home warranty policies. It’s available across the United States in every state except California and Washington.
This Choice Home Warranty review explores the company’s coverage, prices, add-ons, and reputation so you can determine if it’s the right home warranty for your home.
Our Take on Choice Home Warranty
We compared Choice Home Warranty to dozens of home warranty companies and found it offers affordable plan options, low service fees, and nationwide availability, except in California. However, the company has a D+ rating* on the Better Business Bureau. The BBB cites a pattern of complaints alleging that CHW has continued to charge consumers for canceled services and made it difficult to have those charges refunded. Therefore, we don’t recommend Choice Home Warranty as a reputable home warranty provider.
Additionally, Choice Home Warranty is currently subject to a consumer fraud lawsuit filed by the Arizona Attorney General in 2019. As of July 2023, the lawsuit is still pending resolution. A representative told us in late 2021 that the company couldn’t comment on pending legislation but stated that as of October 2021, it had approved 90% of 1.1 million claims filed in 2021.
Our team contacted CHW in July 2023 for news on their pending lawsuit and did not receive a response.
*BBB ratings are current as of July 2023.
Our Best Home Warranty Companies of 2023
The home warranty companies with the best ratings include the following:
- American Home Shield: Best for Comprehensive Coverage
- Liberty Home Guard: Best Customer Ratings
- Select Home Warranty: Best Value
- America’s First Choice Home Club: Best for Customization
- First American Home Warranty: Best Appliance Coverage
- Cinch Home Services: Best Additional Perks
- 2-10 Home Buyers Warranty: Cheapest Appliance Plan
- ARW Home: Affordable Service Call Fees
- The Home Service Club: Quickest Coverage
Summary of the Best Home Warranty Companies
| Best For | Monthly Cost | Service Fee | Response Time | BBB Rating | Link | ||
|---|---|---|---|---|---|---|---|
| Liberty Home Guard | | Best Customer Ratings | $49–$59 | $65–$125 | Up to 48 hours | A | VISIT SITE |
| American Home Shield | | Best for Comprehensive Coverage | $49–$109 | $100–$125 | Up to 48 hours | B | VISIT SITE |
| Select Home Warranty |  | Best Value | $44–$47 | $60–$75 | 48-84 hours | B- | VISIT SITE |
| AFC Home Club |  | Best for Customization | $34–$53 | $75–$125 | 24-48 hours | B | VISIT SITE |
| First American Home Warranty |  | Best Appliance Coverage | $42–$82 | $75–$125 | 4-48 hours | B | VISIT SITE |
| Elite Home Warranty |  | Flexible Coverage | $55–$75 | $70 | Up to 48 hours | A | VISIT SITE |
| Cinch Home Services |  | Best Additional Perks | $47–$64 | $100–$150 | 2-24 hours | B | VISIT SITE |
| 2-10 Home Buyers Warranty |  | Cheapest Appliances Plan | $22–$74 | $65–$100 | Up to 48 hours | A- | VISIT SITE |
| Liberty Home Guard | |
|---|---|
| Logo |
|
| Best For | Best Customer Ratings |
| Monthly Cost | $49–$59 |
| Service Fee | $65–$125 |
| Response Time | Up to 48 hours |
| BBB Rating | A |
| American Home Shield | |
|---|---|
| Logo |
|
| Best For | Best for Comprehensive Coverage |
| Monthly Cost | $49–$109 |
| Service Fee | $100–$125 |
| Response Time | Up to 48 hours |
| BBB Rating | B |
| Select Home Warranty | |
|---|---|
| Logo |
|
| Best For | Best Value |
| Monthly Cost | $44–$47 |
| Service Fee | $60–$75 |
| Response Time | 48-84 hours |
| BBB Rating | B- |
| AFC Home Club | |
|---|---|
| Logo |
|
| Best For | Best for Customization |
| Monthly Cost | $34–$53 |
| Service Fee | $75–$125 |
| Response Time | 24-48 hours |
| BBB Rating | B |
| First American Home Warranty | |
|---|---|
| Logo |
|
| Best For | Best Appliance Coverage |
| Monthly Cost | $42–$82 |
| Service Fee | $75–$125 |
| Response Time | 4-48 hours |
| BBB Rating | B |
| Elite Home Warranty | |
|---|---|
| Logo |
|
| Best For | Flexible Coverage |
| Monthly Cost | $55–$75 |
| Service Fee | $70 |
| Response Time | Up to 48 hours |
| BBB Rating | A |
| Cinch Home Services | |
|---|---|
| Logo |
|
| Best For | Best Additional Perks |
| Monthly Cost | $47–$64 |
| Service Fee | $100–$150 |
| Response Time | 2-24 hours |
| BBB Rating | B |
| 2-10 Home Buyers Warranty | |
|---|---|
| Logo |
|
| Best For | Cheapest Appliances Plan |
| Monthly Cost | $22–$74 |
| Service Fee | $65–$100 |
| Response Time | Up to 48 hours |
| BBB Rating | A- |
Pros and Cons of Choice Home Warranty
Choice Home Warranty Plans and Coverage
Choice Home Warranty offers two home warranty coverage plans: Basic and Total. The Basic Plan covers ductwork, electrical systems, plumbing systems, dishwashers, garage-door openers, and garbage disposals. The Total Plan offers more comprehensive coverage, including essential items such as your air conditioning system, refrigerator, clothes washer, and clothes dryer.
Choice Home Warranty provides a $3,000 coverage cap for all covered items unless otherwise noted in its sample contract. For example, if a repair or replacement for your covered appliance or system costs more than the $3,000 limit, you are responsible for the additional cost.
Like other home warranty providers, Choice doesn’t require a home inspection before granting coverage. It excludes coverage for items with known and unknown preexisting conditions.
Plan Details
The table below highlights Choice Home Warranty’s coverage options in each plan:
| Coverage | Basic Plan | Total Plan |
|---|---|---|
|
Air conditioning |
– |
✓ |
|
Built-in microwave |
✓ |
✓ |
|
Ceiling and exhaust fans |
✓ |
✓ |
|
Clothes dryer |
– |
✓ |
|
Clothes washer |
– |
✓ |
|
Cooktop |
✓ |
✓ |
|
Dishwasher |
✓ |
✓ |
|
Ductwork |
✓ |
✓ |
|
Electrical system |
✓ |
✓ |
|
Garage door opener |
✓ |
✓ |
|
Garbage disposal |
✓ |
✓ |
|
Heating system |
✓ |
✓ |
|
Oven/range/stove |
✓ |
✓ |
|
Plumbing stoppages |
✓ |
✓ |
|
Plumbing system |
✓ |
✓ |
|
Refrigerator |
– |
✓ |
|
Water heater |
✓ |
✓ |
|
Whirlpool bathtub |
✓ |
✓ |
Here’s more detail about what CHW specifically covers for a few items listed above:
- Plumbing system: Covers leaks and breaks of water, valves for shower and tub, and stoppages in lines up to 100 feet from an access point
- Air conditioning: Covers chillers, compressors, condenser coils, electric baseboards, and refrigerant line sets
- Ceiling and exhaust fans: Covers motors, switches, controls, and bearings
Optional Add-Ons
Choice Home Warranty customers can pay additional fees to protect items the company’s base plans don’t cover. It has a $500 coverage limit for all add-ons except septic tank pumping. CHW limits septic tank pumping coverage to $250 per claim. We recommend reviewing the user agreement to understand your policy’s coverage limits and exclusions.
The following add-ons are available for coverage:
- Additional spa
- Central vacuum
- Limited roof leak
- Pool and spa
- Second refrigerator
- Septic system
- Septic tank pumping
- Sprinkler system
- Stand-alone freezer
- Sump pump
- Well pump
Coverage Exclusions
Choice Home Warranty excludes preexisting conditions from its coverage. If you think your home’s systems are old enough to begin experiencing issues, purchase coverage before problems occur.
Other items that aren’t covered include the following:
- Cosmetic items, such as knobs, rollers, handles, and doors
- Air conditioning maintenance and associated registers or grills
- Sediment build-up or reservoir tanks for water heater coverage
- Damage caused by theft, fire, and storm damage
Choice Home Warranty Pricing
Our team called Choice Home Warranty for a quote on a 1,670-square-foot, single-family home in Richmond, Virginia, and gathered the following data:
- Monthly cost: $50–$60
- Service call fee cost: $100 per claim
| Plan | Monthly Cost |
|---|---|
|
Basic Plan |
$50.58 |
|
Total Plan |
$59.14 |
Note: Your pricing may vary depending on your location, your home’s size and type, and your plan and add-on selections.
Regarding the quote process, Choice Home Warranty representatives answered our phone call within two minutes. They provided solid customer service by answering our questions thoroughly. Our team also pulled quotes from Choice’s website. It takes less than 90 seconds to complete its quote form and receive a customized price.
Policyholders must pay a service fee when a technician arrives to address an issue. Our research indicates the average service fee cost ranges from $75–$125, so Choice Home Warranty’s fee aligns with industry standards. This charge will hold regardless of the actual cost of the repair or replacement.
Coverage Caps and Limitations
While Choice Home Warranty offers extensive protection on numerous systems and appliances, the full cost of a repair or replacement isn’t always covered. According to the sample agreement, the company states that its liability will not exceed $3,000 per covered item for access, diagnosis, repair, or replacement. That means once a repair or replacement reaches the $3,000 limit, you are responsible for paying any expenses past that limit. Individual items may have lower coverage limits; for example, septic systems, stand-alone freezers, and trash compactors max out at $500 per claim.
How To Use Your Choice Home Warranty Plan
After the initial 30-day waiting period, you can use your Choice Home Warranty coverage plan. According to the Choice Home Warranty sample contract we read, the provider will initiate coverage before the waiting period if you meet certain requirements. You must provide proof of a previous home warranty policy without a lapse in coverage.
To file a claim, call its claims department at 888-531-5403. You can also file a claim online through your Account Center portal. Choice representatives are available 24/7 to accept claims. Choice will send an in-network service provider within 48 hours of receiving your claim. If you file a claim after normal business hours or during established holidays, there may be a delay in processing your claim.
Choice Home Warranty only covers repairs or replacements performed by an in-network service technician. It doesn’t allow you to source your own technician.
State Availability
Choice Home Warranty plans are available in 48 states, excluding Washington and California.
You can read about our recommended home warranty companies for every state below:
Choice Home Warranty Reputation and Customer Reviews
Customer reviews are a good way to evaluate a home warranty company’s general service and customer support. CHW customers have shared both positive and negative experiences. Our team gathered customer reviews from sites such as the BBB, Best Company, and Trustpilot to understand how Choice Home Warranty handles customer service.
We found that many consumers have expressed dissatisfaction with Choice Home Warranty. Unexpected claim denials are a common complaint among negative reviews. This Old House readers have also contacted us about the provider’s vendors failing to diagnose issues properly, and our Reviews Team has received feedback from customers who had trouble getting refunds upon cancellation. Additionally, the BBB cites a pattern of consumer complaints regarding charges after cancellation and difficulty obtaining refunds.
Here are a few positive reviews we found from consumers regarding CHW’s sign-up and claims processes:
“Turned in a claim on Friday night about central air quitting. The service repair person arrived Monday morning. The problem was assessed, and a new motor and something else was required. CHW approved repairs the next day, and they were back out and fixed and replaced problems.” — Laurie S., Jul. 17, 2023, on Trustpilot
“The representative called me on the phone and walked me through everything. I was just looking online. It would have taken a long time to research a new home warranty. The rep was amazing. Fast, easy to work with, and so helpful. The representative helped me through this process. So appreciative he called me.” — Cindy C., Jul. 18, 2023, on Best Company
“The technician was prompt and professional. He fixed my AC issue quickly and had cool air back in our home. Great service.” — Randy H., Jul. 20, 2023, on Trustpilot
“My purchasing experience with the sales representative is why I chose Choice. He spent the time necessary to answer all my questions, He was very polite and articulate. I hope you have more representatives like him. It was doing business.” — Grant W., Jul. 21, 2023, on Trustpilot
Here are a few negative reviews we found:
“I did my research and everywhere had Choice Home Warranty as number one. Maybe number one in a lack of communication and denying claims. My stove is out, and they are claiming pre-existing condition. I am not happy that I had to pay $75 for someone to tell me what I already thought was wrong with the stovetop when it went out, and then they denied my claim on top of it. Call them? Forget it. I filed an appeal which I am sure will take another week or two for them to see. I am now seeing all the bad reviews and feel completely duped. — Shelby J., Jul. 11, 2023, on BBB
“I had a washer need repair, not repairable and was reimbursed about half of what it cost to replace.” — Sheila F., Jul. 18, 2023, on Trustpilot
“It took over five months to resolve my issue, during which time they denied the claim after approving it, and I had to fight for it to be reinstated. Their tech caused $21,000 in damage which I had to repair through my homeowner’s insurance which will now incur a rate increase as well as costing me $500 in deductible.” — Mark H., Jul. 13, 2023, on Best Company
“Hard to speak to anyone about claims, they take your number through an automated system and never call back. The whole process is horrible. Made to pay double for the same issues.” — Rachel W., Jul. 18, 2023, on Trustpilot
It’s worth noting that Choice Home Warranty is a National Home Service Contract Association (NHSCA) member. This non-profit industry association regulates home warranty companies.
Arthur Chartrand, who is of counsel to the NHSCA, recommends filing a complaint on the NHSCA website if you experience claims issues with Choice or any home warranty provider. He explains that the NHSCA can expedite your issue directly to your provider’s upper management because the organization works closely with each member company’s corporate leaders.
Our Conclusion on Choice Home Warranty
Choice Home Warranty offers two solid base plans and doesn’t deny coverage based on your home’s age. However, it has a low BBB rating and has received numerous negative reviews, which leads us to recommend home warranty providers other than Choice. Before choosing any provider, you should read customer reviews and service contracts to be aware of any concerning patterns.
We recommend requesting at least three quotes from top home warranty providers before deciding.
FAQ About Choice Home Warranty
When does coverage begin with Choice Home Warranty?
Once Choice Home Warranty approves you, it requires a 30-day waiting period before coverage begins.
Does Choice Home Warranty cover water heaters?
Yes, Choice Home Warranty covers all parts and components of a water heater, including circulating pumps. Exclusions include holding or storage tanks, vents and flues, thermal expansion tanks, fuel, holding, or storage tanks, noise, energy management systems, and units exceeding 75 gallons.
Does Choice Home Warranty replace air conditioning?
Yes, Choice Home Warranty will replace your air conditioning, provided you have properly maintained your unit. The company covers all components and parts for units below 13 SEER.
Do I need a home inspection before enrolling in coverage with Choice Home Warranty?
You don’t need a home inspection before enrolling in coverage with Choice Home Warranty, as the company doesn’t disqualify coverage based on your home’s age or the age of your systems and appliances.
What is a home warranty?
A home warranty service plan is a form of protection homeowners rely on when facing an expensive repair or replacement of a system or appliance. This optional policy covers parts and components necessary to operate select equipment.
What is not covered by Choice Home Warranty
Choice Home Warranty doesn’t cover damage caused by improperly installed or misused items, mold damage, preexisting conditions, routine maintenance, and more. We recommend reading its sample contract to know the exact terms of coverage.
Our Rating Methodology
We back up our home warranty ratings and recommendations with a detailed rating methodology to score each provider objectively. We conduct research by speaking with company representatives, requesting quotes, analyzing sample contracts, and conducting focus groups and consumer surveys.
We score each provider against our review standards, which include four comparison categories: coverage, value, trust and transparency, and availability and service. We rate each provider across 31 factors within these categories. Each factor is assigned a point value based on its importance to a homeowner, totaling 100 points. We then convert the final scores to a 5-star rating.
Here’s a breakdown of our weighted factors:
- Coverage (40%): We scored coverage based on included home systems and appliances, add-on options, and unique benefits. We also compared coverage caps and policy exclusions.
-
- Additional coverage items
- Annual coverage cap
- Home systems coverage
- Major appliances coverage
- Obstructed wall coverage cap
- Value (30%): We compared the coverage level received to monthly pricing to determine plan value. We considered premium pricing, service fees, and flexibility in customizing plan costs.
-
- Average monthly cost
- Cost flexibility
- Lowest service fee
- Trust and Transparency (16%): We evaluated each company’s reputation using the Better Business Bureau ratings and customer reviews on third-party review sites. We read through plan change policies, workmanship protections, and sample contract availability.
-
- Brand reputation
- Policy change flexibility
- Sample contract availability
- Workmanship guarantee length
- Availability and Service (14%): We award higher scores for faster claim processing and response times. We also considered service technician policies, including options to choose your technician.
-
- Claims process
- Guaranteed response time
- Service flexibility
To share feedback or ask a question about this article, send a note to our Reviews Team at reviews@thisoldhousereviews.com.
