Freeway Insurance

We strive to provide the best possible customer service for our clients and appreciate the feedback so that we may improve our service level. A...

policy was purchased on 08/11/2016 and the customer agreed to a total down payment of $399.40 which included a broker fee. It was split into 2 payments to accommodate her financially. She paid $200 on the date of the sale and the remaining balance of $199.40 was due to be charged to her credit card on 08/16/2016. We attempted to charge the balance owed on 08/16/2016 however the transaction was declined. On 08/22/2016 the customer contacted our sales office about processing a change of vehicle on the policy. She was advised that there would be a $100 endorsement fee and no change was done. A few hours later the customer called our CS Department upset about the $100 fee to change the vehicle on the policy in addition to the balance owed of $199.40. Our representative offered to waive the balance of $199.40 as a courtesy which she accepted. She never requested the change of vehicle and instead, she requested the policy canceled on 9/3/16. The customer advised that she did not purchase the vehicle that was on the policy. She was advised that in order to backdate the cancellation, the insurance company would require proof of not purchasing which she is unable to provide. As she was insured for almost a month, the carrier has advised that there is no further refund due.   We apologize for any inconvenience and misunderstanding in regards to this matter.

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 got partial of my money back 85 dollars I was charged 200 dollars I didnt received paper work
Regards,
[redacted]

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.

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]

Dear [redacted];ID [redacted] We are sorry for any inconvenience we have caused you in issuing a refund check , I have reached out to NIU and the refund check was issued on 2/9/2014 and we received the check on 3/2 , once again we are sorry you did not receive the check on a...

timely manner. I am expediting the check and will be sending today April 6, 2015 . the refund check for 152.81 and I have waved all fees, so you will receive a total refund of $ 182.81.  Thank You, [redacted] | Confie Insurance Group Holdings, Inc. | Market
Leader-Texas |[redacted] | [redacted]] | [redacted] | [redacted]

I called to set up insurance for my Mustang back in October, was quoted a smaller amount so I said yes, then the lady put me on hold, came back on the phone and said that the "premium" would be changed to $280 for a ticket I had received a few years back. At the time, I was standing outside the DMV and needed insurance, so I paid it. Come to the end of November, I go to buy a new car, call them to switch it, I had given them my card number being told I was going to be charged $125/mo, said ok, hung up, then was called by the manager who said that they could not process it because they did not have the correct pictures, Vin number ect. I was at the loan office waiting to get the insurance coverage so this was something I needed very fast, so I had them call the dealership. They called me back, said the dealership guy was rude and didn't want to deal with him anymore and still did not have what they needed to process the insurance. I ended up giving the new car back because of a different issue, same day, called freeway back and said "I'm sorry, but I gave the car back so you won't get the pictures or paper work needed and I need to cancel" the man that was handling this was not too happy but said ok. Next day the payment was deducted of $125, so I call back. I was told that since I gave my card number that it was processed..
. Even though when I needed it, they couldn't because of not having the paper work, then found out that the $280 that I initially paid was not a premium but was for road side assistance that I was never told about. They were extremely sneaky about the whole process. They said they would refund my $125 at least, had already given them my address about 6 times, called again today to find out where the money was just to be read an incorrect address then was told I'm really only getting a refund of $105 due to a "dock fee". Asked for cooperates number multiple times and was just told I wouldn't get the money back. I really should have looked up reviews before going through them. I'm not one to normally complain or write bad reviews but I'm out $300 and I'm a single mom who works hard for my money so that's a lot to me. Food off my table... Please don't ever go through them. If you read any reviews you will see that this is not a good place. Just there to get their commissions or meet there quota I'm sure.

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]

It was discovered that the rating system we use to determine a  rate did not have the  rates for 2015 vehicle models at that time of the sale which is the cause for the increase.  We take great pride...

in assuring all customers are provided excellent service and apologize for any inconvenience. We would like to come to a satisfactory resolution. The customer disputed the charge for the monthly payment of $212.06 and that amount was credited back to his account. However, the customer was insured for 2 months and currently has an outstanding balance with Western General Insurance Company of $225.85 for the coverage provided until December 11, 2014.  Prior to and after the receipt of the complaint we have made many attempts to speak to the customer in order to resolve  to no avail. We welcome the customer to contact [redacted] at [redacted] for further assistance from Monday through Friday, from 8:30 am to 5:00 pm.

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]All the proper documents requested by the insurance were provided time and time again, and a check for part of the amount is being mailed. We now have to wait on the response regarding the  document we emailed again to cancel the insurance and the remainder of the full balance will be mailed after the holidays. We have not received the 1st payment as of today. 
Regards,
[redacted]

Regarding the customer’s concern, as disclosed in the broker agreement signed by the customer, we require that all cancellations be in writing. Our non-refundable fees are also disclosed in the agreement and the...

carrier’s non-refundable fees are disclosed on the application she signed. A cancellation request was signed two days after the policy started. [redacted] charged the days of coverage and their fees and issued a refund for the unearned premium. however, as authorized and scheduled, we charged the customer’s credit card for the remaining down payment balance which was due regardless of cancelling. We take great pride in assuring all customers are provided with exceptional service and apologize for any inconvenience or misunderstanding. As a courtesy to the customer, we have issued a refund from our fees and the customer has agreed with the solution.

In regards to the customer's concern, it is our company policy at Freeway Insurance Services, Inc. to disclose our fees as a broker both verbally and in writing. In agreement, the customer signs the paperwork and are given a copy. We take great pride in assuring all customers are provided...

exceptional service and apologize for any inconvenience. The cancellation request has been processed and a refund issued. As a courtesy we have waived the outstanding down payment balance. The customer has agreed with the solution.

In regards to the customer’s concern,  the transaction was completed electronically.  An email with a link was sent to the customer to access all documents and they were verbally explained during the...

transaction. The customer was able to review all documents for accuracy and electronically signed the documents thereby agreeing to the terms. Before receiving the customer’s complaint we had spoken to the customer and as a courtesy waived the outstanding down payment balance. After receipt of the complaint, we spoke to the customer again and issued a refund as well. The customer has agreed with the solution.

When speaking to  customers our agents disclose
verbally that they are purchasing insurance using the brokerage services of
Freeway Insurance Services, Inc....

   Additionally, the
documentation electronically sent to the customer states such and also
discloses the name of the insurance company they are applying with. Regarding
the customer’s concern, the documentation listed that he was being placed with
[redacted] through [redacted].
 In agreement, the customer signed the documentation. We take great pride
in assuring all customers are provided exceptional service and apologize for
any inconvenience. We have spoken to the customer and as a courtesy issued a
refund of our fees. 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.
I will not pay what I did not agree to in the contract. Also, I clearly stated in my letter to Freeway Insurance to cancel my policy the first month I was billed the excess amount, therefore, it was Freeways Insurance responsibility to cancel my policy thereafter and stop billing me for coverage I did not want.  
Regards,
[redacted]

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 will not pay what I did not agree to in the contract. Also, I clearly stated in my letter to Freeway Insurance to cancel my policy the first month I was billed the excess amount, therefore, it was Freeways Insurance responsibility to cancel my policy thereafter and stop billing me for coverage I did not want. 
 
Regards,
[redacted]

Regarding the customer’s concern, we regret any uncomfortable experience and take great pride in assuring all customers are provided with exceptional service. Her file has been reviewed and we do not find any...

information to be listed incorrectly. We have spoken to the customer and waived the amount she owed to Freeway as a courtesy. The customer has agreed with the solution.

Dear [redacted];
ID [redacted]
 
We are sorry for any inconvenience we have caused you in issuing a refund check , I have reached out to NIU and the refund check was issued on 2/9/2014 and we received the check on 3/2 , once again we are sorry you did not...

receive the check on a timely manner. I am expediting the check and will be sending today April 6, 2015 . the refund check for 152.81 and I have waved all fees, so you will receive a total refund of $ 182.81. 
 
Thank You,
 
[redacted]
[redacted] | Confie Insurance Group Holdings, Inc. | Market
Leader-Texas |[redacted] | [redacted]] | [redacted] | [redacted]

When speaking to  customers our agents disclose
verbally that they are purchasing insurance using the brokerage services of
Freeway Insurance Services, Inc.    Additionally, the
documentation electronically sent to the customer states such and also
discloses the name of...

the insurance company they are applying with. Regarding
the customer’s concern, the documentation listed that he was being placed with
[redacted] through [redacted].
 In agreement, the customer signed the documentation. We take great pride
in assuring all customers are provided exceptional service and apologize for
any inconvenience. We have spoken to the customer and as a courtesy issued a
refund of our fees. The customer has agreed with the solution.

Once again we apologize for any inconvenience and misunderstanding in regards to this matter. We would like to advise that the customer was already fully informed on what kind of proof can be provided to the insurance company Safeway in order to attempt to backdate the cancellation of this policy and possibly obtain more of a refund. If the DMV is able to provide the Insured with something in writing showing the vehicle was not purchased, we will be happy to submit to Safeway to see if they will accept.  However without something in writing, there is nothing further our agency can do in that regard. In addition, please note neither our agency nor the insurance company has an obligation to contact the DMV for every vehicle that is insured to confirm whether nor not a vehicle is eligible to be driven. We did offer to waive our fee to change the vehicle and we did waive the balance of $199.40 as a gesture of good faith.

In regards to the customer’s concern, the down payment included a broker fee of $135.00 that was disclosed both verbally and in writing. When Western General Insurance Co. underwrote the policy they ran a Clue Report and found an accident for the customer. As a broker we do not have access to...

such report and rely on the information disclosed on the customer’s CA motor vehicle report. Prior to the receipt of the Revdex.com complaint we spoke to the customer and unfortunately, we were not able to come to a mutual resolution.  We invite the customer to contact [redacted] at ###-###-####, Monday through Friday from 8:30 am to 5:00 pm for further assistance.