Freeway Insurance

In regards to the customer's concern, the down payment included the first month of coverageWe were able to help the customer by splitting the down payment for the remainder amount to be charged to the credit card on 12/28/The initial attempt return unpaid until 1/10/when were able
to collect payment*** mailed a billing notice asking for the next monthly payment due on 1/5/and have not received any returned mailDue to non-payment of premium the policy was canceled with a remaining balance due. As a gestur of good faith, Freeway Insurance Services mailed a check to *** for the balance due and a refund check to the customerThe customer has agreed with the solution

We have made many attempts to speak to the customer to no availWe take great pride in assuring all customers’ concerns are reviewed and a fair resolution is found and apologize for any inconvenience causedWe have received a chargeback for the amount in question from the customer’s bank and have
not placed a disputeWe welcome the customer to contact *** *** at ###-###-#### from 8:am to 5:pm if further assistance is needed

Regarding the customer’s concern, it is our company
procedure to disclose all fees associated to a policy’s inception and changes
We take great pride in assuring all customers are provided exceptional service
and apologize for any inconvenienceWe have spoken to the customer and as
a
courtesy issued a refund for $150.00, the customer has agreed with the
solution

Regarding the customer’s concern, she canceled directly with *** *** The customer still had an outstanding balance due on the down payment with Freeway Insurance that *** was not aware ofWe take great pride in assuring all customers are provided with exceptional service and
apologize for any misunderstanding As a courtesy, we have waived the down payment balance owed to Freeway and issued a refund for a portion of our fees chargedThe customer has agreed with the solution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

A refund check had been issued to the insured's prior address which has not been cashedWe have re-issued a new check to the customer's new address

We take great pride in assuring all customers are provided
exceptional service and apologize for any inconvenience*** *** has
processed the request to add the SR-and as a
courtesy to the customer, we
have issued a refund to cover the fee charged by *** ***

We contacted the customer and expressed our apologies in regards to the unacceptable customer service he received from our sales officeWe informed the customer that his policy was cancelled effective 01/03/per his request and Multi-State showed a balance of $due to coverage provided
and cancellation feesAdditionally we explained he electronically signed and agreed to the terms of the policy including the broker fee of $being fully earned and non-refundable at point of saleHowever as a gesture of good faith to resolve the matter we offered to pay the balance of $that remained with Multi-State Insurance on his behalf and waive the balance of $he still owed on his down paymentThe customer accepted this resolution

Regarding the customer’s concern, a signed cancellation request was not received for the towing service membership which is separate from the insurance policyTherefore, it remained active and payments
continued to be drafted as authorizedThe customer contacted our brokerage and was advised to forward a signed request in order for the Towing Service to cancel her membershipUpon receipt of the cancellation request it was sent to the Towing Service to be processedAs a courtesy issued Freeway issued a refund of the towing service membership fees and the customer has agreed with the solution

For security purposes, a customer’s signature is required for all policy changes and cancellations We take great pride in assuring all customers are provided exceptional service and
apologize for any inconvenience causedUpon receipt of the customer’s cancellation request it was sent to the insurance company for processingWe have spoken to the customer and offered a refund of our fees and she has agreed with the solution Tell us why here

When the customer called our local office our
representative requesting the policy cancellation our representative advised him
to stop by the office as a signed request was needed
The customer came in on
Monday, 10/26/and signed a cancellation request which was forwarded to
*** *** has processed the cancellation request and a refund
is not due to the customer as the amount paid was not more than the amount of
premium and fees earnedThe customer’s down payment was $which was split
into payments as a courtesy and so the $was still due even though
cancellation was requested. We have spoken to the customer and have
offered a refund from our broker fee as a courtesyThe customer has accepted
and agreed with the solution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was not told verbally that I would be charged automatically, I was only to be charged in the payments that were discussedAnd also I wasnt refunded the full amount they took from me, they didnt even meet me half way with the refundthey said they would only refund $and thats as much as they would refund so I unhappily acceptedI would like the rest of my money refunded or at the very least half of the full amount I paid themi only had their insurance less then a month and canceled do to this issue i'm having with the company
Regards,
*** ***

Revdex.com:To whom it may concern,I am communicating that the the issue with the insurance has been resolvedThey have sent a refund check #*** in the amount of $233.50For which I am satisfied and content withI appreciate the assistance provided.Thank you*** *** ***unite
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** ***

In regards to the customer's concern, we are currently working with National General Inurance Company regarding the violations/accidents rated and the remaining balanceFreeway Insurance Services, Incdid not send any letter requesting for proof of non-fault for the customer's accidents
We have left messages advising the the matter is being reviwed and asking for a call back from the customerWe will continue to work with the customer to find a satisfactory resolution

Upon receipt of the complaint we made attempts to speak to Mr*** to assist on his concern, however our calls have not been returnedWe welcome the customer to contact *** *** in our
Customer Service Department at *** to resolve his issue

In regards to the customer's concern, the down payment included the first month of coverage and our feesThis was disclosed verbally and a link was sent to the insured for review and in agreement the customer electornically signedAs a gesture of good faith, Freeway Insurance
Services, Incaccepted a partial down payment and granted an extension on the remaining down payment balance. We attempted to charge the authorized credit card for the balance but the payment declined We wish to assist the customer in his concern and have made many attempts to contact the customer to no availWe welcome the customer to contact *** *** at *** ***, 8:am to 5:pm Monday through Friday for further assistance

Regarding the customer’s concern, Freeway Insurance Services was able to locate the lowest price based on the customer’s driving record with the insurance companies we work withIn agreement the customer proceeded to the purchase If choosing to cancel the policy the customer is subject to a
$cancellation fee set forth and paid to the insurance company and not FreewayWe regret that the customer has not had a positive experience and will strive to ensure that all customers have positive experiences when contacting our officeUpon receiving the complaint we have spoken to the customer and explained the cancellation process, fee charged by the insurance company and our non-refundable feesTell us why here

Our company policy regarding the disclosure of the down payment and fees are to be disclosed both verbally and in writingIn agreement the customer signs the application and all pertaining paperworkWe have spoken to the customer and came to a resolution with the issuance of a refund for $

The customer purchased a policy for a year term with ***- *** ***The customer agreed to the total down payment of $which included a fully earned and non-refundable broker fee of $The down payment did not include months of insurance premium in advance, only the
first days of coverage with monthly payments thereafter which was disclosed both verbally and in writingThe customer electronically signed the application documents and agreed to the terms of the policyWe contacted the customer’s mother who filed the complaint to review and explain this informationAs a gesture of good faith to resolve this issue, we offered to refund the entire broker fee of $The customer’s mother agreed to this refund and requested it be sent directly to *** on his behalf

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***