Independent profile. Not owned, sponsored or endorsed by Choice Home Warranty.

Choice Home Warranty Complaints & Contacts

Choice Home Warranty, operated by CHW Group, Inc. and now part of Rely Home (backed by a November 2025 H.I.G. Capital investment alongside sibling brands Home Warranty of America and Home Service Club), is a home warranty company based in Edison, New Jersey, selling service contracts covering home systems and appliances. New Jersey's Division of Consumer Affairs (2015) and Arizona's Attorney General (2026, $11.8 million) each reached settlements -- without admissions of wrongdoing -- alleging overlapping but distinct problems involving undisclosed coverage exclusions, payment caps, and claim-handling practices. New York's Department of State separately settled Do-Not-Call telemarketing allegations in 2026 for $92,800, and the company also faces active TCPA litigation over calls and texts.

REVIEWS & COMPLAINTS80on USAComplaints · 1 in last 3 yrs
WEBSITEchoicehomewarranty.com
HEADQUARTERSEdison, NJ
PROFILE CHECKED2026-11-06
Submit a Complaint Read reviews & complaints ↓ Official website ↗

Contacts

VERIFIED

Locations

  • Headquarters2147 Route 27 South, 4th Floor Edison NJ 08817
EDITORIAL

Is Choice Home Warranty Legitimate?

BBB

Legal name
CHW Group, Inc. (dba Choice Home Warranty)
Founded
2008
Business type
Home warranty / home service contract provider
Website
choicehomewarranty.com
Headquarters
Edison, NJSource: Current CHW mailing/legal-department address, checked 2026-08-25

Choice Home Warranty is the trade name of CHW Group, Inc., a home warranty and home service contract provider founded in 2008. It has settled consumer-protection actions with New Jersey (2015) and Arizona (2026, $11.8 million) and a telemarketing consent order with New York (2026, $92,800) -- all resolved without an admission of wrongdoing, so they are settlements rather than adjudicated findings. The New Jersey and Arizona matters alleged overlapping but not identical problems: New Jersey focused on undisclosed multi-year maintenance-record requirements, pre-existing-condition exclusions, low cash buyouts, and service delays, while Arizona focused on undisclosed payment caps ($1,500/$500), excluded appliances, and false "24/7" service claims. Separately, a 2019 New Jersey Supreme Court ruling (Kernahan) found CHW's arbitration clause unenforceable for being confusing and misleading, without ruling on the underlying fraud allegations. The company also faces active Telephone Consumer Protection Act litigation over unsolicited telemarketing calls and texts.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBB, not accredited -- 9,918 filed/3yr (BBB doesn't verify content), 2,718 closed/12mo
9,918 complaints · BBB business grade B
EDITORIAL

Complaint Themes

Claim denials citing undisclosed exclusions or payment capsState consumer-protection settlements (New Jersey 2015, Arizona 2026)TCPA telemarketing lawsuits

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

80 complaints on USAComplaints, including 1 published in the last three years.

Show 15 more on this page

Had an experience with Choice Home Warranty? Tell other people what happened.

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PUBLIC RECORD

Court & Public Records

State of New Jersey v. CHW Group, Inc.

Settled

Superior Court of New Jersey, Middlesex County (Division of Consumer Affairs)Docket MID-C-135-14Source ↗

SettledNew Jersey's Division of Consumer Affairs alleged CHW Group (dba Choice Home Warranty) and individuals Victor Mandalawi, Victor Hakim, and David Seruya marketed contracts as "comprehensive" while using undisclosed conditions -- such as requiring years of maintenance records never mentioned upfront -- to deny claims, and advertised "Never Pay for Covered Home Repairs Again." A Final Consent Judgment (file-stamped June 9, 2015) required $779,913.93 in fines and restitution, business-practice reforms, an independent compliance monitor for up to two years, and a one-year requirement to resolve Division-referred consumer complaints within 60 days or route them to binding arbitration via the Division's ADR Unit.

Arizona Attorney General v. Choice Home Warranty

Settled

Maricopa County Superior Court (Arizona Attorney General consumer-fraud action)Source ↗

SettledArizona's AG alleged Choice Home Warranty collected payments while systematically denying or excluding advertised coverage (e.g., refrigerators, A/C units), used undisclosed payment caps ($1,500 general/$500 plumbing), made false '24/7 swift service' claims, and delayed or denied legitimate claims. Judgment was entered January 23, 2026 for $11.8 million -- which the Arizona AG's office called the largest settlement with a home warranty company in Arizona history -- covering Arizona customers who purchased by phone (the AG's own materials give the covered purchase window inconsistently, alternately as January 1, 2013 - January 1, 2023 and as January 1, 2013 - December 31, 2025), without an admission of wrongdoing. The restitution-claim deadline was August 1, 2026.

Jubb v. CHW Group, Inc.

Filed

U.S. District Court, District of New JerseyDocket 2:23-cv-23383Source ↗

Filed — no final outcome recordedTCPA class action alleging telemarketing calls placed to numbers on the National Do-Not-Call Registry and outside permitted calling hours. The court denied CHW's motion to dismiss on March 28, 2025, allowing plaintiffs to pursue alternative theories of liability -- but expressly limited any eventual recovery to only one of the two violations (Do-Not-Call vs. calling-hours) per call, not double recovery for the same call.

New York Department of State v. CHW Group, Inc.

Settled

New York Department of State (telemarketing consent order)Docket 2025-C-062607Source ↗

SettledThe New York Department of State alleged CHW Group (dba Choice Home Warranty) called consumers whose numbers had been on the National Do Not Call Registry for 31+ days. CHW settled for a $92,800 civil penalty, agreed not to call such New York consumers without a documented express request, and agreed to register as a telemarketer in New York before further telemarketing there. The matter was resolved as a disputed/alleged consent order, not an adjudicated finding.

Kernahan v. Home Warranty Administrator of Florida, Inc. and Choice Home Warranty

Judgment

Supreme Court of New JerseyDocket A-15 September Term 2017, 079680Source ↗

Judgment enteredThe New Jersey Supreme Court affirmed a lower court's refusal to compel a CHW customer's dispute into arbitration, holding the contract's arbitration provision lacked mutual assent because it was "confusing, contradictory, and, in part, misleading" (236 N.J. 301 (2019)). The ruling addressed the enforceability of the arbitration clause specifically and did not adjudicate the customer's underlying consumer-fraud allegations.
EDITORIAL

Corporate background

Choice Home Warranty is operated by CHW Group, Inc., based in Edison, New Jersey, and began operating around 2008 (BBB records the business start date as May 28, 2009). The company sells home warranty service contracts covering appliances and home systems (HVAC, plumbing, electrical) nationwide, including California, where CHW-branded contracts are issued and offered by Home Service Club of California, Inc. (HSCCA) and sold exclusively by Home Service Club of California Insurance Services, Inc. James E. Mostofi was appointed CEO in 2021; Victor Hakim, named individually in New Jersey's 2015 consent judgment, remains Founder and Chairman. In November 2025, H.I.G. Capital announced an investment in Rely Home, Inc., the umbrella company for Choice Home Warranty and sibling brands Home Warranty of America and Home Service Club; Hakim and Rely's senior management retain a significant ownership stake and continue to run the business.

VERIFIED

Company Relationships

  • Affiliated withRely Home, Inc.
EDITORIAL

Frequently Asked Questions

Has Choice Home Warranty been sued by any state regulator?

Yes, twice. New Jersey's Division of Consumer Affairs settled a deceptive-practices case in 2015 for $779,913.93, and Arizona's Attorney General settled a much larger case in January 2026 for $11.8 million -- both centered on undisclosed coverage exclusions and payment caps used to deny claims.

How do I contact Choice Home Warranty customer service?

The Contact Us page on choicehomewarranty.com lists the Support / Claims Department at (888) 373-7924, consumer sales at (800) 816-2688 and real estate sales at (888) 275-2980. The same page shows a Need Help line at (888) 531-5403 and an Email Us link titled with the address [email protected]. The page also says policyholders can sign in to their online account to submit a service request and use the Message Center to ask about an existing request.

How do I file a claim with Choice Home Warranty?

Choice Home Warranty's FAQ says to go to your online account center and make a claim 24 hours a day, 7 days a week, 365 days a year, and that its call center is also available 24/7/365.

How much is the Choice Home Warranty service call fee?

Choice Home Warranty's FAQ says a $100 trade service call fee per claim is required, no matter what the actual cost of the repair or replacement of the covered item is. The fee is payable directly to the technician who comes to the home, and the FAQ says it may be lower depending on discounts available.

What does a Choice Home Warranty plan cover?

The What's Covered page lists, in Total Plan and Basic Plan columns, an air conditioning system, heating system, electrical system, plumbing system, plumbing stoppage, water heater, whirlpool bathtub, refrigerator, oven / range / stove, cooktop, dishwasher, built-in microwave, garbage disposal, clothes washer, clothes dryer, ductwork, garage door opener, and ceiling and exhaust fans. Optional coverage listed there includes pool / spa, well pump, sump pump, central vacuum, limited roof leak, septic system, second refrigerator, stand alone freezer and septic tank pumping. The page notes that CHW offers service contracts which are not warranties and that limits of liability and exclusions apply.

When does Choice Home Warranty coverage begin and how long does it last?

Choice Home Warranty's FAQ says coverage begins 30 days after enrollment and receipt of applicable contract fees and continues for the period specified in the policy, typically 365 days. It adds that with proof of prior coverage from another warranty carrier showing no lapse, CHW will be able to start the new coverage when the old policy expires.

What have regulators alleged about Choice Home Warranty's claim-denial practices?

New Jersey's 2015 settlement alleged undisclosed multi-year maintenance-record requirements and low cash buyouts used to limit claims, while Arizona's 2026 settlement alleged undisclosed payment caps and excluded appliances. Both were resolved by settlement without an admission of wrongdoing, so these are regulatory allegations rather than adjudicated findings.
Sources (2)

Choice Home Warranty (own site)

Public records