Complaints

This profile includes complaints for Freeway Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freeway Insurance

  Huntington Beach, CA 92647-9124

  
• 

  Freeway Insurance

  8014 Clairemont Mesa Blvd San Diego, CA 92111-1615

  
• 

  Freeway Insurance

  6915 El Cajon Blvd San Diego, CA 92115-1754

  
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  Freeway Insurance

  630 Nordahl Rd Ste P San Marcos, CA 92069-3541

  
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  Freeway Insurance Services

  2270 Arden Way Ste C Sacramento, CA 95825-3311

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you pay your auto for the month, freeway doesn't pay the second party like strand, strand ends up contacting motor vehicles due to nonpayment from customer they don't contact you regarding your payment, you end up with a suspension

  

  Business Response

  Date: 06/04/2025

  Were really sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 1/30/2025, the insured, ****** *******, came into the office and started a policy. The insured paid a down payment in the amount of $794.00. The insured has paid every monthly payment to keep the current policy active. Today, we contacted the insurance company, and they made us aware that the policy is still active and is actually paid off for the remaining of the year. They advised that the finance company sent the rest of the funding on 3/21/2025 after the insured made the second payment in the amount of $3,594.75. As long as the Insured continues to make her monthly payment the insured will not and has not had issues with the policy. 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

  Date:04/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Online website provides car insurance quote, requests banking account and routing number before signing to confirm the agreement. Once signed, the website redirects to a page saying that an agent will call. No agent called and when I called in, they advised a new quote that was 3 times the cost. It is concerning that i shared my private and secure banking information and signed for something that apparently was never a real offer. When trying to call in and fix the problem, agents and managerial staff kept sending me around and making me explain everything again and again. I was hung up on multiple times and made promises that another manager would call back, but that never happened. They took sensitive personal information without any intention of honoring what I had signed online.

  

  Business Response

  Date: 05/02/2025

  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. Please be advised we were not able to locate an active profile for this customer. According to our records there was no payment processed during the time the customer used our website. Please provide proof of the charge in order to track it and resolve your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************. 

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an insurance policy, and they are charging me more than what was agreed upon prior to providing my debit account. I agreed to $155 and they are charging me ****** for the next payment, with the following payment being $186, and only agreed to the monthly payment of $155. I have contacted the business with no resolution. I am being charged a fee for the agent who sold me the insurance as well as Roadside Assistance they never told me was included. They keep mentioning it was on a recorded line, but will not provide the recorded phone calls, and believe they have unsent all of the emails they originally sent that I had saved as my proof.

  

  Business Response

  Date: 05/02/2025

  Were sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 3/14/2025, ******* ******* "the insured", applied for car insurance through our agency, Freeway Insurance. The total down payment was $345.25, of which $250.25 went to the carrier, and the fully disclosed broker fee was $50. In addition, there was a $45 Tire Hazar product fee. The insured paid $250.25. The insured paid $250.25 in front and there was an authorized remaining balance for $95 to be charged to his account on or after 3/26/2025. On 4/07/2025, the insured spoke with one of our CS Supervisors over the balance due on the downpayment. The insured mentions she was never informed she needed to pay a balance for the service of Tire Hazard and the service fee. The insured mentioned she understood that the agency had a fee, and she was willing to pay it, but that she felt it was not right to charge for a producer she didn't ask for. The Supervisor apologized for the situation, and he advised the balance for the additional producer was going to be waived off. The insured proceed to pay the service fee of $50, and the balance of $45 was removed. The insured agreed to the resolution. 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

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 05/02/2025

  Were sorry to hear about your recent experience with our company. **************** is highly important for us. Unfortunately, we were not able to locate an account for this customer. There is no attachment on the complaint for us to be able to see more information. Please provide us with policy number or phone number in order to locate an account.  However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 3 2025 I call and get accepted for insurance. I find out later in February that the person who helped me slipped in the clause claiming I agree to $200 broker fee and it's non refundable even if insurance is canceled or rejected. I would never sign such a ridiculous request. Anyway it's digitally signed under my name without MY authorization. Freeway insurance tried to charge me $408 as a "down-payment" for insurance with ****** come to find out NO they actually only paid ****** $139. They wanted me to pay a additional $389 for a second down-payment to "reinstate" me after I apparently lost coverage. But not just that they wanted $389 down-payment $83 and some change as a monthly payment plus late fees for me to be active! I demand my money back I'm tired of them making excuses avoiding paying me! To add a cherry on top I see they wrote I have been driving for ten plus years I didn't get my license til I was 23 that's only 6 going on 7 years ago! I want my money back in full! $408 or I'm suing each individual!

  

  Business Response

  Date: 04/01/2025

  Hello ******, this complaint is related to the complaint ID: ********. We already submitted the response on the other complaint. A summary of the resolution is as gesture of good faith and due to the inconvenience, the agency decided to issue a refund for $200 broker fees that the insured paid. We are also leaving a coupon on her profile for a new policy with no broker fee in the case the insured would like to get a quote. The coupon is only to waive off payment to the agency but the payment to the carrier must be paid. The refund is going back to the same card the insured used with us at the inception of this policy. If the card is no longer in use but the bank account is still active, the insured must contact her bank. 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

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to get insurance with this company the first time my name and DOB was incorrect the second time my husband DOB was incorrect I asked for a refund multiple times its been almost 2 months still nothing I was told to call the office in which I did and the *** told me I needed to fill out a refund request form that is incorrect when she told me I would get a refund all Im asking for is my money back

  

  Business Response

  Date: 03/14/2025

  We are sorry for the inconvenience; we are still working with the insurance company to void the policy in order to provide a full refund. Please rebut this response so we can continue working on the complaint. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spam called me 4 times per day with an automated system. I finally answered and spoke with a representative. The representative was rude and just kept pushing for my information. When I asked questions they brushed them off and when I asked if they were flexible with their pricing they just hung up on me. This is not a professional business and I dont want to be spammed with phone calls from them or contacted by them in any way again.

  

  Business Response

  Date: 03/07/2025

  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 entered this customer's information to the do-not-call list. We trust the information is responsive to your inquiry.However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 03/07/2025

  
  Better Business Bureau:
  
  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,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:02/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a policy with this company underwritten by Bluefire Insurance. It has been the worst experience for myself and my sons. We just filed a claim with this insurance company. They give out fraudulent phone numbers to claim adjusters. They hide behind protocol to escalate to a supervisor to address and follow up with the status of a claim. Adjusters do not call back with customers nor they are very aware of the policy declarations. Instead of asking the insurance adjusters to come out to assess the vehicle, they ask their customers to take pictures and send them pictures. I will be filing a formal complaint with the Texas Department of Insurance and give notification to my fellow state legislators about the business practices of this company. When my son called about the lack of response and customer service, instead of seeking to resolve the issue, he was informed by their agent to cancel the policy with them. This is the type of business practices that both of these companies are doing in *****, and awareness needs to be raised at the administrative and legislative levels.

  

  Business Response

  Date: 03/07/2025

  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. Please be advised that we were unable to locate an active account. Please be also advised that any claim information is only with the Insurance Company. Freeway is the agency and as such we don't handle claims. We trust the information is responsive to your inquiry.However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 03/07/2025

  I reject this response because Freeway Insurance brokered a policy underwritten by Bluefire Insurance.  This insurance has collected premiums over a period of time representing the legitimacy of the insurance company. However, this insurance has not fulfilled its obligation to its customers once a claim is made by ************************. ********************** should offer this company as an option to prospective customers with the knowledge of its fraudulent business practices.  I have filed a consumer complain with its escalations department and they have not followed up in holding Bluefire Accountable for its business practices.  I have also filed a complaint with **************** of Insurance because of misrepresentation on behalf of Freeway and Bluefire and is awaiting a response.  Freeway should be held accountable and liable for offering Bluefire as an option to its customers for the procurement of such policies. I reject this response and expect better from both companies.

  

  Business Response

  Date: 04/01/2025

  Hello *****, we are sorry for this inconvenience. Please provide us with the policy number in order to locate your account and verify the information of your claim with Bluefire. The last account we have in our system is from 2019. We have also emailed you requesting more information. As agency we dont handle claims, but we can help you to verify if theres an update. If you have any further questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 04/10/2025

  TXOP0044647-000

• Initial Complaint

  Date:02/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/19/2024 I went in to the freeway insurance location to purchase an upgrade of my motorcycle insurance policy from liability to premium coverage which would include collision personal injury and uninsured/ motorist I had $3000 cash so I was sure to get the coverage I needed I paid $1354.00 for a six month policy.sense I had extra money I went ahead and purchased a second policy for another vehicle I have I was very clear about having the same coverage which was understood by the sales person that evening ****** ********* so I paid $1100.00 cash for that policy for a six month policy as well .so I felt safe to be riding my motorcycle I was not given any copys that evening for my upgrade or purchase I was told I would receive my copys via mail however this was not the case I received only one copys of policy for the vehicle coverage that I purchased new that day I did not receive my motorcycle policy or cards which I thought that because they are separate policy's I would receive them shortly after. unfortunately with work and my own responsibilities .I had forgotten to address the issue whith the insurance provider and on May 16 2024 I was cut off and crashed my motorcycle on the 60 freeway.the whole time when I was recovering I was communicating with my insurance provider i had the impression that I was going to be able to pay my medical bills with the coverage I had from my policy. It was not until six months later my insurance provider stated that I waved my rights for uninsured motorist on my policy which makes no sense because I got the same coverage for the vehicle I got a policy for that same evening which has coverage for uninsured motorist.why would anyone reject coverage that comes with the upgrade policy for a motorcycle which is far more dangerous then a car I would never make such a decision or agree to such a senseless ********* when I was notified in late November 2024 .I reviewed the policy I received July 25 2024 it was falsified I did notagree

  

  Business Response

  Date: 03/07/2025

  Were sorry to hear about your recent experience with our company. Reviewing the account, on 3/19/2024 we received a call from the insured requesting a new policy for a vehicle and another request was made to endorse the motorcycle policy. After reviewing the notes, we were not able to locate records of the insured requesting Uninsured Motorist. The request made was to add comprehensive and collision to the motorcycle. 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

  Date:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 7, 2025 my son was on his way home after bringing me home from a back procedure that I had that day and was involved in a no-fault accident. I contacted the insurance company in reference to the accident and the claim was denied by the insurance because the car is not housed at the address on the policy. The insurance company had no reason to contact my child concerning this issue and the only way they communicated was by email except to find out about the accident. My child could have died if that board would have gone through his window. The other driver was totally at fault. I don't think that the insurance company was fair at all. I paid my premiums every month and had been with them for a while. I also had a video showing that it was not my child's fault concerning the accident, but they still denied the claim because of a car housing issue. This should not be an issue at all but they just didn't want to pay for the repair which if they would have gone after the other driver on the video, they wouldn't have to pay for the repairs. They then cancelled my insurance because of this. I tried loading the video but it was too big. Insurance companies are quick to take your payments but find any and all reasons not to pay for problems that may occur.

  

  Business Response

  Date: 02/03/2025

  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 Insurance Company in order to verify the reason of the cancellation, and they advised that due to the Claim submitted MMR Investigation for review, Compliance has determined MMR exist and is proceeding with rescission. The insured may contact claims for further information as to why if they like at **************.