Freeway Insurance

Better Business...

Bureau:
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]

Regarding the customer’s concern, quotes given over the phone are based on the information provided by the customer. Once the customer comes in to our office, we review and confirm the information, run a motor vehicle report, and other to confirm the rating which may change the price.  As a...

courtesy, we accepted a partial payment  of the down payment  with the agreement that the insured would pay the remaining amount on a later date.  The policy remained active as no cancellation request was received and canceled due to non-payment of premiums. A refund was not due to the customer from the insurance company. Nonetheless, our Customer Service spoke to the customer and offered a refund from our retained fees and the customer agreed with the solution.  A refund was mailed on June 27, 2016. We are unaware of the letter mentioned and have attempted to contact the customer to no avail. We welcome the customer to contact [redacted] at [redacted] for further assistance.

Regarding the customer's concern, the policy came into effect and the down payment was charged as agreed and authorized by the customer. The cancellation request was not received the date the policy started. Upon the receipt of the request All Star Insurance canceled the policy. We have made...

many attempts to obtain the necessary proof of duplicate coverage to consider a  flat cancellation from the customer prior and after the complaint filed with the Revdex.com to no avail. We came to a resolution with the customer in refunding $165.03.

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.  Sr-22 has been filed, but still waiting on refund.
Regards,
[redacted]

In regards to the customer's concern, a partial payment was collected forthe downpayment. A signed authorization was obtained to charge the remaining balance on April 9, 2014 or until paid. There was no increase on the monthly payment quoted. Freeway Insurance Services, Inc. charged the account as...

agreed for the remaining balance on the down payment. We take great pride in assuring that all customers are given excellent service and apologize for any incovenience caused. Our Customer Service Lead spoke to the customer and explained the charge and the customer understood.

The customer was in need of obtaining the necessary coverage to be able to drive her newly acquired vehicle form the dealership. Our offices were contacted for assistance and  our broker assisted the customer in purchasing the necessary policy. The customer in agreement proceeded to sign the documentation.  About 3 months later a different broker reviewing customer files contacted the customer to inform her that additional coverage was available for purchase.  He reviewed the different options and the customer agreed to the start a new policy with liability only as she would be keeping the other policy that had the comprehensive and collision coverage. She proceeded to  sign the pertaining documents. We received a call the following day from the customer stating she would be adding the additional coverage to this policy the following month. Later that day, she advised she wanted to cancel but then said that she didn’t want to after all and to leave the policy as it was. The customer made a partial down payment of$105.00 with a check and authorized Freeway to charge the remaining balance to her credit card. However, the check was returned unpaid.  Our Customer Service Department spoke to the customer and as a resolution asked that she only replace the check payment returned and offered to waive the difference due.  We take great pride in assuring all customers are provided exceptional service and apologize for any inconvenience. We would like to come to a resolution with the customer and welcome her to contact [redacted] at [redacted], Monday through Friday from 8:30 am to 5:00 pm.

We regret that the customer has had an unpleasant experience
when contacting our office. The call routing issue is being investigated and we
will work to improve the customer experience. Regarding the client’s concern,
 road side assistance was not listed as a requested coverage on the...

application
signed by the client. We have checked with National General the possibility of
adding road side assistance service to the client’s policy and were informed
that per their guidelines it can only be added at the time of the renewal. We
take great pride in assuring all customers are provided extraordinary service
and apologize for any inconvenience.  As a courtesy, we have issued a
refund to the client who has considered the matter resolved.

Regarding the customer's concern, an estimate of the approximate cost of insurance is provided to the customer. Once all the underwriting factors are determined a more accurate cost of insurance is provided. We take great pride in assuring all cutomers are provided with exceptional service and...

apologize for any incovenience. We have spoken to the customer and will be issuing a refund. The customer has agreed with the solution.

Stay away from this company they lie to customers to get them to sign up. They hide in fees for everything. They are never willing to work with you on any matters. I've had several bad experience with the company and every time I call to talk to someone about it they say well if you want we can cancel your policy (Which they know will leave me with no insurance and have to pay a deposit somewhere else to get insurance). They have the worst customer service I've ever experienced. They quote you a price that is low and sounds nice but is no where near what you will really pay. I talked to one of their employee's who said this is a regular thing to do for them to get people to sign up. They will cancel your insurance if it is one day late and will ONLY notify you by mail that you no longer have insurance. This was a problem for me when I first got my insurance they told me an incorrect date for my first payment and so I was late and they cancelled my insurance. I went in when I thought my payment was due and they said it had been cancelled 3 days ago and told me I SHOULD be getting something in the mail about it "soon". So I asked what happened to a grace period? They told me the grave period is part of the 30 days you have between payments, at 31 days they cancel your insurance with out as much as a call or email. That's shady business and I recommend everyone stays away from this company!!!

Our  company policy is to disclose all fees verbally and in writing. The customer must sign all documents agreeing to the terms including a broker agreement and copies of the paperwork are...

provided to the customer.  We have spoken to the insured to come to a satisfactory resolution and feel that our offer of refunding half of our fee charged as a gesture of good faith is more than reasonable,  however it was not accepted. We welcome the customer to contact [redacted] at (714) [redacted], Monday through Friday from 8:30 am to 5:30 pm should she decide to accept.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I don't feel this issue was adequately solved I do not wish pursue this issue any longer.  
Regards,

Regarding the customer’s concern, the insurance company has processed the cancellation request for one of the policies and issued a refund. We take great pride in assuring all customers are provided with exceptional...

service and apologize for any inconvenience. We have spoken to the insured and as a courtesy issued a refund. The customer has agreed with the solution.

We strive to provide the best possible customer service for our clients and we will use this information to make improvements within our service departments. The customer purchased a policy on 07/28/2016 with a total down payment of $328.00 which included premium in the amount of $165.76 sent to...

Progressive. However due to an oversight, the $165.76 was also drafted from the customer’s account by Progressive.  We contacted the customer on 09/28/2016 and offered to refund $165.76 that was double charged in addition to the $122.24 broker fee she was charged for our services for a total refund of $288.00. As a courtesy, we overnighted this refund to the customer to be received by 09/30/2016. The customer agreed with this resolution.

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.As long as freeway is working towards resolving the issue with safeway I am fine. I just want my money back. I already talked with a representative about it and he has issued me a partial refund for now until we can get further information from safeway in regards to what is needed to authorize a refund. thanks.
Regards,
[redacted]

Our company policy regarding the disclosure of the down payment and  fees are to be disclosed both verbally and in writing. The insurance company also...

mailed a Declarations Page along with a policy jacket explaining in detail the coverages and fees. The customer’s policy canceled due to a returned payment and not because of the missing driver exclusion form. Upon the receipt of the replacement payment the reinstatement period had expired and the money was applied towards the cancellation fee, non-sufficient funds  fee and earned premium. Prior to the receipt of the Revdex.com complaint Freeway issued a refund for $40.00 as a gesture of good faith. We have many attempts to speak to Mr. [redacted] to further assist but have not received a returned call. We welcome Mr. [redacted] to contact [redacted] at (714) 252-2624, Monday through Friday from 8:30 am to 5:00 pm for 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.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 complaintThank you for your prompt response Sincerely [redacted]
Regards,
[redacted]

For the Insured’s security, Freeway requires all requests be in writing and signed by the Insured.  We have no records of a request to cancel the policy on August 29 from the customer....

Prior to the Revdex.com compliant received we spoke to the customer and asked that a signed request be forward for processing. Upon the receipt of the signed cancellaton request it was sent to  All Star Insurance for processing.  We were unable to collect any monies from the authorized credit card as the transaction was declined. All Star voided the policy and as a gesture of good faith Freeway has waived the down payment balance. Our calls and messages have not been returned by the custome therefore, a letter was issued informing the customer of such. If the customer requires further assitance, we welcome her to contact [redacted]  at ([redacted], Monday through Friday from 8:30 am to 5:00 pm.

The broker lied to me and said I would have towing coverage for 25 miles, so I signed up because that's what I needed. When I get home and read into the fine print it says my plan has 15 miles towing.
He sat there and told me how good 25 miles towing was for the price I would pay and I agreed. I called and he said he would look into it. Nearly a week now. I'm going to try to talk to the office manager and see if they can straighten this out.
I've been a customer with Freeway about 4 years now and wanted to add towing because I have a little one now. I can't believe this broker lied to me and sold me this policy even when I had my little child with me. I am now very disgusted with this company.

Regarding the customer’s concern,   we explained the down payment and payments and the customer was satisfied with the rate. Our broker reviewed each section of the policy application with her. In agreement the...

customer proceeded to electronically sign the paperwork. The down payment included coverage for the first 30 days. Anchor General Insurance sets the monthly due date 20 days after the start of the policy and grants an additional 10 days to pay for the next 30 days of coverage. We spoke to the customer, explained the information and issued a refund for $130.00 as a courtesy which she accepted as a resolution and agreed to continue with the policy.