Freeway Insurance

On 9/28/15 I went to this insurance office thats located on [2538 S. Figueroa St.Los Angeles, CA, 90007]. There I was getting assisted by broker [redacted]. I went to the office because I was interested in finding out how much it would cost me to insure my car with them. At the moment I was insured by State Farm but they had send me a letter stating that I might not be able to renew my policy with them again and it was going to end on 10/12/15.
Moving on, the broker @ fwy offered me a policy which was charging me an initial down payment of $189, in order to open a new policy. I thought it was a good deal and I decided to pay the down payment but my policy had a future starting date of 10/12/15; which was the day my SF policy was going end.
On the same day 9/28/15, I called SF to find out why they wanted to cancel my policy they stated that it was a misunderstanding and everything should be back in order. [My mistake was not calling SF first before I visited fwy ins.]
So, after finding out that SF was not going to cancel on me. I called fwy insurance back on 9/29/15 to cancel with them. I was told that I needed to personally go to the office to make that cancellation. I wasn't able to go on 9/29/15 but I did it the next day 9/30/15. On 9/30/15, I asked [redacted] that I was there to cancel the policy that I had just made a down payment for on 9/28/15. I asked her by when I should be expecting to receive my refund. She stated that I should receive my refund back into my card in 10 days if not to call the corp. office directly.
The 10th day arrived and still no sign of my refund. Then I received a letter from them on 10/12/15, stating of my request for cancellation and also that I was going to get charge cancellation fees. I was upset about their statement saying that I was going to be charged a penalty for my decision to cancel. So on that same day of 10/12/15 that I received that letter, I decided to pay the office a visit and have them explain to me why was I going to get charged.
[redacted] the broker made a copy of the letter I received; and stated to me that I shouldn't worry about the receiving statement, and that I shouldn't be charged for anything, because my policy never started. She also stated to me that her manager had told her that I should be receiving the full amount of $189 which was my down payment. She said she was going to call corp. finance dept to get this resolve and then she will call me back to let me know when I should be receiving a check. I left the office happy and believing that I was in good hands.
After I left the office on 10/12/15, I received a call from a woman [unknown name] in the corp office #714.252.2500. She basically stated to me that unfortunately they were not going to be able to refund me the whole amount, instead they were just going to give me back $69 and some change. I was like what the [redacted] [excuse my French]. I asked the woman why I was only going to receive that amount, when I had just left the office and [redacted] stated to me otherwise. The woman started explaining all of these unknown charges that I wasn't aware of and that it wasn't told before. She said that part of the amount deducted was the broker fee, documentation, and processing fees. Which, I was never aware that their brokers charge a fee this is some BS.
I don't understand why I was getting charge for documentation and processing fees when my policy never started. I was very disappointed about this, I wanted to cry. I couldn't believe that I was getting ripped off for about $120, I started questioned the type of business this people offer. And, I was wondering if I was the only one getting ripped off like this or if there were other people that had gone through the same issues with this business. [After reviewing this business in the Revdex.com I found out that I was definitely NOT the only person who had an issue like this with this business]
I mean what business asks you to blindly sign a bunch of papers [I guess this business does] but never tells you that all these fees are included and were part of your initial down payment. Not until I decided to ask for a full refund for services that were never rendered, that’s when they tell you. [Such a ripped off company, I swear]
Anyways, almost towards the end of my conversation with this woman she put me on hold and then stated to me that I was going to receive $159 of the $189 down payment. Which was what Fwy Ins. charged me but they were not going to be able to give me the remaining $30 because the ins. they supposedly got me which was Safeway does not accept "Flat rate cancellations" and they charge a fee of $30 if you cancel. Of course I still thought this was ridiculous because once again I never rendered any services with them. But, from being told that I was going to receive only $69 dollars and then after all they concluded to refund me $159, I was okay with $30 cancellation charge.
I just want other consumers to be aware of how this company is such a rip off.
I also want this company to also pay me back my money. I swear I would never seek their services again or any of my family, friends, etc.

I received a phone call from the representative, and explained a new way to cancel which did not require the previously explained steps. In the future I wish this business to be consistent with their policies and to give full disclosure as to why the rates increase, because I did not. Also, it should be explained to the customer the cancellation process and fees initially when signing up. I will not be doing business with this company again.

Regarding the customer’s concern, the start of the policy was completed electronically. All documents were sent to the customer via email and verbally explained. The customer electronically...

signed the documents in agreement and provided her credit card information for payment. Freeway Insurance Services takes great pride in assuring that all customers are provided with excellent service and apologize for any inconvenience. Infinity Insurance Company flat canceled the policy. As a gesture of good faith, Freeway issued a refund check for the down payment paid. The customer has agreed with the solution.

We take great pride in assuring all customers are provided
exceptional service and regret that this insured did not have a positive
experience. We have confirmed with the insurance...

company that the customer’s
paperwork has been received and processed. We have spoken to the customer and
as a courtesy issued a $50.00 refund, the customer has agreed with the
solution.

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.

In regards to the customer’s concern, when submitting the customer’s information to the insurance company we were advised he was ineligible. We were able to find other carriers that would accept the customer but he...

chose to not have a policy issued. We take great pride in assuring all customers are provided exceptional service and apologize for any inconvenience. We  have issued a refund check for $142.95 and  the customer has agreed with the solution.

Freeway takes great pride in assuring all customers are provided exceptional service. Taking into consideration the customer's situation, we lowered the broker fee amount to accommodate the customer. In agreement the customer signed the documentation and made a payment. Her cancellation...

request was honored as requested. As a courtesy, the remaining down payment balance was waived and a refund was issued. The customer agreed with the solution which occurred in 2015, a year ago.

Complaint Type:
text-align: -webkit-right;"> Billing or Collection Issues
   So I just got a call from Freeways Corporate Office. I just spoke with the same person who gave me an extremely hard time the last time. His name was [redacted] they're still calling and badgering me. They want me to pay them $105.00 for being covered for 3 days. I wouldn't have even been covered that long if the insurance   broker [redacted] had not refused to cancel my policy with them. I went back into the office less than 24hrs after opening the policy with them and was not allowed to cancel. The time I originally opened up the policy there was no payment given that's why I don't understand why they continue to hassle me about a   payment that was never given to them. 
Desired Resolution: Billing Adjustment
    No payment should be required. If there is a payment given it shouldn't be for $105.00 for less than a 24hrs hour period. I would like if they would adjust the billing to a reasonable price and to stop calling and harassing me.

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.

We take great pride in assuring all customers are provided
exceptional service and regret that this insured did not have a positive
experience. As a courtesy, we have issued a refund of...

our fees to the customer
who has agreed with the solution.

The refund check was mailed to the customer on 1/30/2014 and he has confirmed receipt of such. Addtional information was sent to the customer regarding the down payment of his policy.

Freeway Insurance Services, Inc. takes note of all customer's concern and addresses them accordingly. As a gesture of good faith, the outstanding balance on the down payment was waived and a refund issued. Unfortunately, there is no additiona refund that may be granted. We welcome the customer to contact our Customer Service Department at (800) 300-0227 for further assistance.

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.

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 reject their proposal, because I was only offered $345 out of the $1,799 that I paid. They are blaming my record for not getting the insurance, but that's their job to check. It's the brokers job to find an insurance that would accept me with my current record. I was told by my broker that that was the amount I had to pay because of my record. Now they want to turn around and blame me. I did my part by paying what I was told I was supposed to pay. I was also told by my broker that $1,000 was going to be sent to the insurance, and they would keep the rest. Since the service was not provided, I would like the remaining balance that was not sent to the insurance to be refunded to me.
Regards,
[redacted]

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]

Regarding the customer’s concern, the policy was issued as he signed for, a 12 month term  with monthly payments of $105.78. We have made attempts to speak to the customer in order to review and resolve the...

matter but our calls have not been returned.  We welcome the customer to contact [redacted] for further assistance at [redacted], Monday through Friday from 8:30 am to 5:30 pm.

I am a current policy holder with this company and I am FED UP. I called them in February to have a car removed from my policy since it was sold. The rep I spoke to named Natalie [redacted] said it was removed. Now I'm facing a cancellation of policy because they re-added the car I removed (without notifying me). So I have a past due balance of 44.41 for something I don't have. And saying I HAVE to pay this balance because I'm facing cancellation and they'll refund me back on my next statement.. Which has already been generated and I'm being charged AGAIN for the Toyota I no longer posses. They need to hire people who know how to do their job and handle my issue instead of passing it off someone else. I will definitely make sure to never recommend their services or renew with them.

Regarding the customer’s concern, the policy was issued as he signed for, a 12 month term  with monthly payments of $105.78. We have made attempts to speak to the customer in order to review and resolve the matter but our calls have not been returned.  We welcome the customer to contact...

[redacted] for further assistance at [redacted], Monday through Friday from 8:30 am to 5:30 pm.

In regards to the customer's concern, as a broker, Freeway Insurance Services, Inc. is able to shop with different insurance companies to find the lowest rate based on the customer's individual insurance needs. We regret that the customer has not had a good experience and for any...

misunderstanding. We have taken the necessary steps to avoid any future contact from our company to the customer.

Revdex.com:
 
I have been contacted a few times in the past 2 weeks from Freeway Insurance, they have advised me that they are working on this resolution. Each time the resolution date has extended. I have since received a letter stating I do owe them $257 and change. I have also received a voicemail requesting payment. I am however still waiting on their decision in this matter. I sincerely appreciate your due diligence in this matter.
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]