ComplaintsforFreeway Insurance

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a current customer, I called to get a ********************** on a new vehicle. I spoke with an extremely disrespectful woman who kept talking over me. She refused to listen to me and continued to talk over me. I called her out and told her to stop talking over me but she just hung up on me.

  

  Business response

  09/09/2024

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. We provided feedback to the agents who spoke with the customer. Unfortunately, we were not provided with the name of the agent. However, we see that the customer spoke with several agents. The endorsement on switching vehicles was processed on 8/23/2024.We trust the information is responsive to your inquiry.However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased car insurance with this company July 25, 2024. I cancled on July 26, 2024 it hadn't even been 24 hours. I was told I would get a refund within 7-10 day I still haven't received the refund every time I call they give me a different story.

  

  Business response

  09/09/2024

  Were sorry to hear about your recent experience with our company. Reviewing the account, on 7/25/2024, *************************** "the insured", applied for automobile insurance through our agency, Freeway Insurance, with First Chicago Insurance. The total down payment was $338.20 of which $258.20 was submitted to First Chicago Insurance. The fully disclose service fee was $30, and a $50 fee for a towbuster product. On 7/26/2024,insured requested the cancellation of the same policy. The request was submitted to First Chicago, and they cancelled it as requested. First Chicago issued a refund check for $232.33. It is not a full refund for $258.20 since they covered the customer for one day. The agency will reimburse the $80 charged as agency fees and for the additional product. We will send a check to the address on file. We trust the information is responsive to your inquiry.However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***** shouldnt be a supervisor nor *** our ***** tried calling in to speak about my fathers policy and they was was very rude and disrespectful when ask to speak to a supervisor ***** refused to speak to me and to me thats what supervisor is put in position for when dealing with a business if the CEO heard how this went he would probably fire you because your character doesnt fit for a company thats been in business for 36 years Im so tired of the going back in a circle comment where forget the customer feelings to make your point the only reason to be heard we not paying you to be disrespectful and even though his policy is canceled for five days we will not reinstate with you because of these three rude employees there is and always will be other insurance companies

  

  Business response

  08/14/2024

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. We have made several attempts to reach out to the customer so that we may review and discuss the issue further unfortunately we haven't been able to speak with her. **************** is top priority and this is not the kind of experience we want our customers to have. We need more information about the agents in order to send this to the Vice President of the area. In order to resolve, we welcome her to call us at ************.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/24/24 went to Freeway Insurance to insure a vehicle, after I paid $426 for a policy I went to register the car but was not able to. That same day right after no less than an hour and a half later I returned to Freeway Insurance and canceled the policy. Theyvstated they could not refund the policy right then and there and that I'd need to wait a few days. It is now 7/20/24 I have had various calls and have gone various times and I still do not have my refunded money. They continue to say it is corporate who handles but that corporate is not responding. They state they refunded it but I have my bank statements that show they have not done so and at this point have stolen my money.

  

  Business response

  08/14/2024

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. We have made several attempts to reach out to the customer so that we may review and discuss the issue further unfortunately we haven't been able to speak with her. **************** is top priority and this is not the kind of experience we want our customers to have. We ask for the policy number or phone number associated to the policy in order to locate the account and review this matter. In order to resolve, we welcome her to call us at ************.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  August 18,2023 I was involved in a car accident. During the time I was insured w/liability with Freeway/ Bluefire. Claim#CAN23-0003203 I was at fault. I had $5,000 liability. I am being sued for $10,000. Insurance adjuster: *********************** and or *****. Supervisor ***********************************. I have left several messages with Freeway/Bluefire for months. No return calls. I went down to my local Freeway *** spoke with branch manager *********************** on 6-12-24 he made a complaint through corporate. I was told *********************** ******** would call me back. No call. I have made many attempts to get in touch with someone to please help me. I paid my insurance and need to get whats owed so that I can move on with my life.

  

  Business response

  07/22/2024

  We are very sorry to hear about this situation and the inconvenience. As the broker agency, we don't handle any type of claim however, we contacted the actual Insurance Company Multistate requesting a call back. We were told the adjuster *********************** will call the insured. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My entire transaction was done over the phone and not once during the call was a broker fee on $185 mentioned! I agreed to pay and confirmed amount of $127 upfront and then an additional $127 in two weeks. The business adjusted the payments to reflect $185 and are somehow justifying the fraudulent charge with a receipt. It does not matter that you have a receipt. I VERBALLY AGREEDED to make a payment of $127! LISTEN TO THE CALL! AND GIVE ME MY MONY BACK!

  

  Business response

  07/22/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. Reviewing the account, on May 22, 2024, ***************************** the Insured, applied for car insurance through our agency, Freeway Insurance, with Bridger Insurance. The total down payment was $484.74 of which $127.63 was submitted to Bridger. The fully disclosed broker fee was $187.37. In addition, there was a $40 documentation fee and a $15 split payment fee since the down payment was split in two. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The Insured paid $185 at the time of the sale and signed a Deferred Down Payment Agreement authorizing the remaining balance of $185.00 to be charged to her credit card on or after June 5, 2024. On 6/10/2024 the agency received two charge back payment debit each in the amount of $57.37. On 6/27/2024 the agency received the notification that the agency won the dispute after reviewing the documents signed by the insured. After speaking with the producer who wrote the policy, the insured was verbally advised there was a split payment option, and the insured accepted it for the down payment. The insured also signed the application documents including the Broker Fee agreement. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called 4-17-24 in regards to my insurance being canceled. The agent ********************* made it very clear Aspire insurance will not take me back and I had to start a new policy. I agreed to start a new policy with ***. Something was off I decided to contact aspire turns out all I had to do was remove one vehicle and make my payment to continue to be with them. So I went ahead and did exactly that. I contacted freeway to notified immediately to cancel new policy. They lied *** was the only one who was able to cancel this policy for me. Kept getting transferred to *** each time with no luck took me about 2-3 days to finally get a hold of ***. I signed documents to cancel the new policy with Infinty. I was told to give it about 2 weeks for my refund. I made sure it was a full refund as they wanted to keep broker fees. Two weeks later Im calling in regard to my refund to my surprise no one is aware. I contacted my bank started a dispute. I tried freeway a lady from billing department who explains to me *** never sent out any documentation, he started it. She shares he was trying to cancel aspire and not infinity when I made it very clear from the beginning I dont want the new policy. She helped me start the process to cancel infinity and gave it a couple days. 5/1/24 received my full refund. I though I was good to go and no more worrying about a second policy. I kept paying for aspire made a payment 5/20. Im trying to make my payment 6/20 and my policy is canceled since April/17. Just wow. waisted all my morning trying to speak with someone capable of helping me. I was transferred around each and every department for 3 hours. I was told *** sent documents with my signature to aspire to cancel per my request and theres nothing that can be done but start a new policy. Seriously What kind of business is this all you care about is broker fees and taking our money. I was paying for an insurance that was canceled by your own broker *** that was signed on 4/19.

  

  Business response

  07/05/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. Reviewing the account, on April 17, 2024, *************************** "the insured", applied for car insurance through our agency, Freeway Insurance, with ****** Infinity Insurance. For this policy, we received $202.45 as down payment, of which $92.45 went to Infinity and $110 were part of our agency fees. The insured agreed and electronically signed the documentation thereby agreeing to the terms. On 5/10/2024, the agency received a chargeback dispute notice from the customers bank institution. We forwarded the information to them however, on 5/13/2024, the agency lost the dispute and the payment for $202.45 was returned to the insured by her bank. The agency was left in negative a total of $92.45 (due to the down payment being processed using the agency account). From then on,our collections department made attempts to collect the missing funds. On 6/20/2024,we received a call from the insured requesting to know if the Aspire policy could be reinstated but our CS representative advised that since she signed the cancellation form the policy couldnt be reinstated. Insured asked to speak with a supervisor and she was transferred to one. Our supervisor was able to void the Infinity policy as the insureds request and, she was helped with the refund provided by Aspire Insurance. Infinity Insurance advised that they reimbursed the insured a total of $92.45. As a gesture of good faith, the agency removed the insured from collections even though the insured received a refund from Infinity that she was not entitled to because her bank already reversed the total payment she made. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a flat tire on 6-4. I called Progressive Insurance on 6-5 to schedule a tow. The agent said the average is 90min-2hrs. I clarified with the agent I needed to schedule a specific time he said yes. He took all my information and at I asked again if this would be at the specific time I asked. He said no, that would start the process and it would be 90min-2hrs later. I told him this was the opposite of what I asked. I told him to schedule the tow now and I'll make the time.I called 20 mins later spoke to a woman who confirmed the tow order was set. 2 hrs later I call and get xferred 2 times to find out there was no order placed after all. This made it impossible for me to get the tow done today, and I had to find new plans to get to work.I called progressive back and told them I wanted a full refund as I was not getting the services I paid for. I also had not heard back from the $500 collections claim Progressive said they were processing from the uninsured driver that sideswiped me 2 years ago. The office handling that claim does not answer the phone, and does not return voicemails or emails.Again, I told progressive I wanted a full refund. Progressive denied even a partial refund. I told them I am taking my business elsewhere, and cannot stress enough: DO. NOT. DO. BUSINESS. WITH. PROGRESSIVE.

  

  Business response

  06/21/2024

  We are very sorry to hear about this situation and the inconvenience. We were not able to locate a policy being opened through our agency Freeway Insurance. We have contacted the Insurance Company Progressive and they have advised that the policy was written directly with them. Please refer this complaint to the correct entity since we are not the written agency for this customer. 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a customer of US AGENCY/ ******************** since 2010. In 2022 they put the wrong vin number on my policy. In 2024 when I went to renew my license the *** informed me that my vehicle hasn't had insurance since 2022. It took weeks just to figure out they had the wrong vin on my policy. I asked them to correct it several times stating April 3 all the way til the last day may 1. They strung me along all month claiming they fixed it, and I have to wait 72 hrs...each time they never did. I basically paid for insurance that I did not receive had I been pulled over they could've impounded my car. Had I been in a wreck I would of been screwed. To this day I'm paying over 1300 in fines.

  

  Business response

  06/06/2024

  Reviewing the account, on 4/30/2024 ***************************** "the insured", contacted us the agency to change the *** # of a 2014 ****** Rav4. According to the notes, the insured told the agent that we had the incorrect *** #, and that it was an agency error that he had to pay fees to the ****** of ***** Vehicles of LA for having the vehicle uninsured since 2022. After an extensive review our findings are the following: based on the *** # provided by the customer on 4/30/2024, the vehicle 2014 ****** Rav4 *** # ***************** was insured with our agency through two different insurance companies from 11/05/2021 - 1/02/2022 (policy OLB0021872), from 1/05/2022 - 7/05/2022 (policy *********),and from 7/28/2022 - 12/23/2022 (policy *********). On 1/31/2023, the insured visited our office and purchased a new policy ***********) for a vehicle 2014 ****** RAV4 XLE ***: *****************. All the driver and vehicle information were collected from the insured, and he signed everything physically. That policy was active until 4/29/2023 and, after that, on 5/02/2023 (up to 11/02/2023) the insured purchased the policy #OLB0184056 with our agent over the phone. Once again, the vehicle information 2014 ****** RAV4 XLE ***: ***************** was collected from the insured. On 11/02/2023, the insured purchased a policy (OLB0212266) providing the vehicle information 2014 ****** RAV4 XLE ***: ***************** and on 4/30/2024 insured called us to update the *** #. We dont see any wrongdoing since all the information was collected from the insured and we have signed documentation.Moreover, the insured got different policies providing a different *** # and, at any point, he disclosed having the incorrect vehicle. We trust the information is responsive to your inquiry. However, if you have any further questions,please do not hesitate to contact us at ************.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my car had flooded in the beginning of may, and i have been waiting on an appraisal for a total loss for 2-3 weeks. why does it take 2-3 weeks to determine the cost of an older car? *** already been able to save up and buy a new car, thats how long theyre taking. i have been insured with them for 2 1/2 years ever since i started leasing the car, and they are aware of this. tried to get ahold of my inside adjuster 5x all day yesterday and today, and my calls keep getting rejected. this is very unprofessional. i have 2 car notes right now and would like the first car to be deemed a total loss, like they said it would, 3 weeks ago.

  

  Business response

  06/21/2024

  We are very sorry to hear about this situation and the inconvenience. As the broker agency, we don't handle any type of claim however, we contacted the actual Insurance Company ******** MGA to verify more information regarding your claim, and they advised they are working on this. Please refer to them at ************ to verify more information. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩