Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

111 complaints closed in last 3 years.

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Membership Information

This business is not a member of Business Consumer Alliance. This fact does not disparage the company in any way.

Recent Review

Posted on 9/29/2026 La Verne W.

Buyer Beware

Choice Home Warranty does not cover what they say they will cover. In replacing a hot water heater, Choice paid 8% of the cost and I covered the remain 92%. The 8% is after you take into consideration the cost of the insurance, otherwise it was 28% of the cost. It took 5 weeks to get the new water heater and I went 10 days without water in my residence. I would not recommend this company for anything and the customer service is terrible.

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Complaints and Resolutions

Total Amount in Dispute:
$668,528.00

Total Amount Settled:
$2,929.00

Complaint Experience

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

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Complaint Closing Statistics

111 complaints against Choice Home Warranty closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
108	Unanswered

View summaries of the complaint descriptions and responses.

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Other Information

Company Info

Choice Home Warranty offers a wide array of warranty plans for homeowners, real estate professionals, buyers and sellers.

Primary Contact:	Customer Service
Business Started:	6/2/2008
Social:

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

We have no further comment about this company's business practices or analysis of its offer that may assist you in your consideration of this company.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

Industry Resources

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Additional Info

DBAs:

CHW Group, Inc.

Complete Care Home Warranty

Websites:

Contacts:

David Bailey (VP Customer Service)

CHW Marketing

Tracy Mleczynski (CHW Customer Advocate)

David Seruya (Pricipal)

Hector Lopez (Vendor Relations Manager)

Addresses:

244 Madison Avenue, New York, NY, 10016

510 Thornall Street, Edison, NJ, 08837

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