Freeway Insurance

We want to apologize for any misunderstanding and inconvenience this matter has caused the customer. We have made attempts to resolve the issue with the customer but have not been able to...

discuss this matter with him and we ask that he please contact our Customer Service Supervisor [redacted] at [redacted] in order to come to a resolution.

Regarding the customer’s concern, the down payment included coverage for the first 30 days of the policy as she was told. The payment for the next 30 days of coverage was due on Feb 11,  but she had until...

February 21 to make the payment to avoid cancellation. We have spoken to the customer and issued a refund to assist with the reinstatement fees. The customer has agreed with the solution.

Palmdale freeway insurance a scam. They lie lie lie. Never mention a brokerage fee says its a deposit towards your insurance. Lulu. Was very scandalous. Don't. Don't. Ever call freeway insurance simply a 800 scam number

Trust me, this is the WORST place to get insurance. Freeway insurance is just horrible with their customer service! They charged me $40+ more then AllState (I went to Freeway first like an it), and not only that, when I cancelled it within 1-2 hours, it went to this "corporate" office and I STILL haven't received my refund. I've had to fight with them daily for over 2 weeks on how I need my refund, with them telling me that it was "cancelled at midnight, so you had coverage for at least a day" and refused to give me anything close to a full refund!! After fighting for 2+ weeks, they finally agreed to flat cancel and refund me the full amount. Now, 1+ months later, I am STILL waiting for my refund!! $269 worth! I keep calling, being told that they haven't "received" it yet. And that they will within 2 business days. This is day 7-9 business days, and STILL they haven't received it. Telling me that they "haven't received it yet, but will by tomorrow". Nothing but lies! Not giving up though!

INSURED WAS IN ON 10/4/17 FOR A RENEWAL  REWRITE.  FREEWAY WAS CONTACTED  REGARDING  AN ADDED VEHICLE  ON 10/13/17.  BEING THAT THE POLICY WAS WAS JUST REWRITTEN , PROCEDURES IS TO TAKE A DEPOSIT  FOR CHANGES THAT WILL CAUSE AN INCREASE SO CLOSE TO AN EFFECTIVE...

DATE .  WE TOOK A DOWN PAYMENT OF $175($100 TO COMPANY $75 TB) .  ENDORSMENT AND TOW PACKAGE SIGNED  AND DISCUSSED WITH CLIENT.   INSURED CALLED ON 10/30/17 IN REGARDS TO BILL RECEIVED FROM COMPANY FOR $1692. WE ADVISED INSURED IN ORDER TO FINANCE THE INCREASE WITH [redacted] A DOWN PMT OF $255 ID REQUIRED ( WE ALREADY HAVE $100 APPLIED FROM 10/13/17)  $155 WILL NEED TO BE COLLECTED . INSURED CAME IN ON 11/3/17  TO PAY THE $155 TO FINANCE THE AP OF $1692.  THE INSURED WAS  NOTIFIED THAT DATE OF THE NEW PAYMENT AMOUNTS OF $260.33 WHICH INCLUDED THE ADDED VEHICLE.  I GAVE THE INSURED A COPY OF THE [redacted] CONTRACT SO SHE FULLY AWARE  OF THE NEW PAYMENT AMOUNT.  INSURED WAS ADVISED THE DUE DATE FOR HER MONTHLY PAYMENTS WILL ALWAYS REMAIN THE SAME.    PER [redacted] PAYMENT WAS DUE ON 11/6/17. [redacted] INTENT TO CANCEL NOTICE WAS PRINTED ON 11/27/17, WITH AN EFF CANCEL DATE OF 11/29/17. A CANCEL CALL WAS MADE TO THE INSURED ON 11/28/17 TO ADVISE THE INSURED POLICY WAS CANCELLED. INSURED WAS UPSET AS SHE DID NOT UNDERSTAND WHY A PAYMENT WAS DUE AGAIN, BEING THAT SHE MADE A DWN PMT ON 11/3/17.  WE EXPLAINED THE $155 PAID ON 11/3/17 WAS THE DWN PMT TO FINANACE THE POLICY INCREASE OF $1692 FOR ADDING THE 2ND VEH. HOWEVER THE INSURED DID NOT COMPREHEND. SHE BECAME IRATE AND BEGAN TO YELL AT ME. I ADVISED WE CAN CALL [redacted] AND [redacted] TO INQUIRE ABOUT REINSTATEMENT. INSURED THEN REQUESTED MORE TIME TO MAKE PMT.     PER [redacted] @ [redacted] THEY WERE WILLING TO SEND REINSTATEMENT REQ TO [redacted] UPON RECEIPT OF PMT IN AMOUNT OF $265.33 FOR THE MONTH OF NOVEMBER.  A CALL WAS PLACED TO [redacted] , WE SPOKE WITH [redacted] @ [redacted] WHO STATED THEY WOULD BE WILLING TO REINSTATE WITH RESINSTATEMENT REQ FROM PFC AND PROOF OF TIMELY PMT. PAYMENT WOULD NEED TO BE MADE NO LATER THEN THE CANCEL DATE OF 11/29/17. INSURED WAS ADVISED OF REINSTATEMENT REQUIREMENTS.   I FOLLOWED PROCEDURE  AND HAD BEEN IN CONTACT WITH CLIENT THROUGHOUT  THIS PROCESS.

Regarding the customer’s concern, the down payment and our fees were disclosed both verbally and in writing. Additionally, [redacted]’s fees were disclosed in the policy package sent to the Insured.  When the customer requested the policy cancellation, our representative informed him that a...

signed request was needed and reminded them our non-refundable broker fee along with [redacted]’s $50 cancellation fee, and other fees associated.  To resolve the matter, [redacted] agreed to waive their cancellation fee and we have issued a refund for half of our fees as previously offered to the customer.

We want to apologize for any misunderstanding and inconvenience this matter has caused the customer. We have made attempts to resolve the issue with the customer but have not been able to discuss this matter with him and we ask that he please contact our Customer Service Supervisor [redacted]...

at [redacted] in order to come to a resolution.

In regards to the customer's concern the policy was quoted and issued with monthly payments of $207.58 with Anchor General Insurance Company. The down payment included the first month of coverage and Anchor mailed the billing notice for the following month of coverage. The customer was advised that...

if she cancels the policy any refund due will be for the unearned premium. Freeway Insurance Services offered a lower rate with a different company to which the customer decided not to do and decided to keep her Anchor policy.

A  quote is an approximation of the insurance cost, once we are able to confirm the rating factors then can we provide an accurate quote. The down payment was disclosed both verbally and in writing and the customer in agreement authorized the charge to be made to her credit card. The customer...

requested a vehicle added with comprehensive and collision.  Our producers provide a quote and inform the customer that the request and cost will be finalized by the insurance carrier. All Star Insurance Company completed the request and divided the additional premium amongst the monthly payments of $166.00 each. We take great pride in assuring that all customers are provided with exceptional service and apologize for any inconvenience. We have been able to find a lower rate and have offered to assist the customer with start of the policy and waiving our fees. We have made attempts to contact the customer and left messages to no avail. We welcome the customer to contact [redacted] at (714) 252-2624 for further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In regards to the customer's concern, it is our company policy to disclose our fees both verbally and in writing. A signature on our broker fee agreement constitutes the customer has read and agreed to the terms. As a gesture of good faith, Freeway Insurance Services used some of the broker fee...

towards the customer's March payment. The customer has agreed with the solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I ask/ed the business to stop giving the number to random offices, I did try to block the numbers that called but fail, due to number being distributed to too many other offices from different cities/areas  from Noth LA, to San Diego all over,
It is a bad practice I/we shouldn't have to go trough this... imagine persons who do not file a complaint
Thank you for your prompt response
Sincerely 
[redacted]
Regards,
[redacted]

In regards to the customer’s concern, Freeway received a signed request from the customer asking to delete a vehicle listing it's identification number. We forward the request to the insurance company, Western General. Due to an oversight, Western General deleted 2 vehicles sharing the same vehicle...

name and model from the policy. Western General has offered to add the vehicle effective the date of removal but the customer has agreed to leave as is.

My name is [redacted] and I am contacting you in regards to a phone call I received from Freeway Insurance. On June 7, 2016, I would speak with a gentleman by the name of [redacted]. [redacted] stated that he is a claims...

specialist for Freeway Insurance. During the phone call, he would state that of the initial $607 I spent, $395 was a brokers fee and that I should've been informed of such. He stated that  as of a 1 time courtesy, they would refund the $395 brokers fee. I would then ask him about the payment of $157 that was taken out of my account on May 22, 2016 despite them cancelling my insurance the following day. He would state that they would only refund $100 of this payment. I would then ask him about the rest of the money  spent over the 8 week period and he would state that we had coverage for 2 months and the money would cover those days of coverage. I understand this but would voice my displeasure as I feel we were not covered.I was involved in an accident on March 25, 2016 and called immediately to report it. As of today, I have not given a official statement despite several phone calls and VMs. In turn, we would rectify the accident situation without the assistance of the insurance company. On June 6, 2016, I would finally get a call in regards to the accident but it was about taking the car to a certified body shop 10 weeks after the accident. [redacted] stated he was sorry for this happening but stated I would not get refunded for this. Also, since they cancelled our insurance and taken nearly $1000 in 8 weeks, I have gotten a ticket due to my registration being suspended for no insurance.While speaking to [redacted], I would ask him if I could receive everything in writing. He would respond, "no." He would state that his word was my proof and that everything we discussed would be noted on my freeway records. He would then state that freeway and stonewood insurance will not refund any of my money until I contact the Revdex.com and have the complaint removed. I did not agree to this and was utterly offended by such. For a company to take $971 in 8 weeks and provide the service of taking 10 weeks to respond to an accident is insane. Then top it off by asking the customer to take employees word as bond that they would be refunded is 100% unbelievable.I am emailing you hoping for some assistance on what I can and should do next. We have been uninsured for 2.5 weeks now as I don't have the finances to pay another insurance company while waiting for Freeway Insurance to right a wrong. I appreciate your time and assistance.

In regards to the customer’s concern, the down payment and its fees were explained both in writing and verbally. All documents were sent to the customer  via email and was asked to review for accuracy . Since the customer was unable to pay the down payment in full, as a courtesy Freeway...

Insurance Services, Inc., accepted a partial payment and granted an extension on the remaining balance.  A letter has been sent to the customer providing an accounting breakdown and the steps needed to take when requesting a policy cancellation.  As a gesture of good faith, we offered to waive half of the down payment balance but the customer did not accept and has requested that we do not contact her. We welcome the customer to contact [redacted] at .###-###-#### from 8:30 am to 5:00 pm Monday through Friday for further assistance.

We did receive documentation sent by the customer. However Safeway will not accept the documents provided in order to backdate the cancellation of this policy. We will continue to try and resolve this matter with the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I requested a vehicle switch numerous times and was told many different things, first of all the endorsement fee was $50, not $100. second of all I was transferred and placed on hold for more than 2 hours. they told me to contact the insurer directly to make the switch. I was also told the switch would be no problem. apparently the reason I wasn't helped for 2 weeks with the policy was because my agent was fired which when I called no one told me they just placed me on hold for hours. it almost seems as if the company was doing it on purpose so that I would have the policy for a whole month. when they said they waived my second payment , they lied. Becuase when I contacted the people who deal with payment , he had told me I was still going to be charged. I already provided brood to [redacted]. I even called the DMV and they told me the insurer should have contacted them before providing me with a policy in order to make sure the car was even eligible to be driven. The documents I provided show a lean and $800 worth of registration fees that prevented me from being able to possess the car in the first place. the insurer could easily verify this by giving the DMV a call.The car was never registered or driven. I am extremely upset because I was lied to and told several different things. I cancelled my policy because I needed my new car insured before I could drive it and freeway refused to help me switch over the vehicle so I went else where. I want a refund because that is the fair thing to do considering how much they have put me through and how they didn't deliver anything promised what so ever.
Regards,
[redacted]

The customer made a partial down payment at the point of sale and authorized Freeway Insurance Services to charge the outstanding balance on June 24, 2014 our until paid. His cancellation request...

was sent to Multi-State Insurance Company for processing. We take great pride in assuring that all customers are given excellent service and apologize for any inconvenience. As a gesture of good faith, Freeway waived the outstanding down payment balance. The customer has agreed with the solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company charged me $200.86. that was partial of the down payment. The rep who called me told me the best thing they can do is give me $35 from freeway insurance then waived the other partial of the down payment and also only give me $58.00 from the $200.86. Which I only had the insurance for 2 days. The rep told me that it was a broker fee and that's the best they can do and I told him that I understand if I was charged 2 days of insurance which the percentage should've been at least $2.96 a day which is divided by $86.00 which I believe was the monthly fee. I was never told of a brokers fee or a cancellation fee. The rep was trying to shut me down to take his offer and told me that I will not get more than the $58.00 and the $35.00 together that is $91.00. I still feel that $107.00 is still owed to me. The insurance company was horrible with communication and they do not want a bad statement about them with Revdex.com.
Regards,
[redacted]

In regards to the customer's concern, both the down payment and fees are disclosed verbally and in writing to the customers. As a courtesy, Freeway Insurance Services, Inc. lowered the fee for the services rendered to the customer. Regarding the monthly bill, All Star grants 10...

additional days from the due date giving a total of 30 days from the last payment to make the current installment due. We have spoken to the customer and issued a refund as a gesture of good faith. The customer has agreed with the solution.