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

  1333 Camino del Rio S Ste 102 San Diego, CA 92108-3520

  
• 

  Freeway Insurance

  624 Palomar St Ste 701 Chula Vista, CA 91911-2624

  
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  Freeway Insurance

  510 Hacienda Dr Ste 108B Vista, CA 92081-6639

  
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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:03/21/2023

  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.

  The hours posted on the door they are not open for. Then the hours on the website they are also not open for. There has been no one at this location since Saturday. I went there Saturday at 5 no one was there. Sunday no one was there. Then Monday no one was there. Then I went again this morning and no one was there. No sign posted and they cant be reached by phone.

  

  Business Response

  Date: 03/31/2023

  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 apologize for any misunderstanding and have tried to contact the customer to resolve ************************** concern. We have made several attempts to reach out to the customer so that we may review and discuss the issue further. The customer has not returned our calls or emails. In order to resolve, we welcome her to call us at1-800-960-0036. 

  We also emailed the information on how to make payments online to avoid any cancellation of her policy.

  Customer Answer

  Date: 03/31/2023

  Hello, 
  I did reach out to the **** number. I was provided other locations that are not convenient for me. However, I did set up an online profile. The discrepancy initially now is the fact that I was charged an nsf fee on my insurance account and you wont refund it to me when it wasnt my fault. The insurance representative **** put in the incorrect routing number when setting up my automated payment. I confirmed with the other representative that works there that he input the wrong one. Therefore, this being something that isnt my fault should be a fee that is refunded back to me and also reinstatement fee or late fee from January as well. I am a Manager at my job and I work a lot of hours. This caused a hardship for me when I had to go down to the location to fix an error from one of your associates and I should not be charged a fee for something that was not my error. I had the fund in my account to pay for my insurance. The transaction never was submitted to my bank account because it wasnt the correct routing number. As a customer I dont feel valued for my business by freeway insurance for refusing to waive a fee caused by your employee. Also, to extend I had to file a complaint to BBB just to get you to acknowledge my concern also makes me feel unvalued. 
  
  
  Sincerely, ***********************;

  

  Business Response

  Date: 04/11/2023

  We apologize for any misunderstanding and have contacted the customer through email. We offered the refund of the $25 fee she was charged due to the late payment. We will send a check for that amount. Insured agreed to this resolution. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

• Initial Complaint

  Date:03/17/2023

  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 called Freeway Insurance to get full coverage, including comp& collision and sales agent, *********************** (license number ********, told me that full coverage wasn't offered in the state of California. After arguing with her about it, she told me to call back on Monday to request a change in my insurance and hung up. I called Freeway back to double check and another broker/agent told me she lied and made the changes. What I didn't know was her error and lies cost me money with the endorsement changes fees. I want my money back for her error and blatant lies. She was rude and horrible on the phone.

  

  Business Response

  Date: 03/21/2023

  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 contacted Ms. **** to let her know about the refund due to the inconvenience of $240.15 reversed to her account. We explained the breakdown of the charges. Ms. **** agreed to the resolution. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

• Initial Complaint

  Date:03/14/2023

  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.

  I've been trying to update my debit card information and setup autopay. I spoke to a Bluefire Insurance rep so they could update my information and they did not do it. On 3/11/23 I stopped at Freeway to make changes to ********* and it was closed. On their website it said they were open 9 to 5 and it was closed. I came in today 3/13/23 and ********* was canceled for nonpayment and they didn't give no lapse time to update my payment method. Now I have to get a new insurance policy somewhere else because of their bad service. And I have to risk driving without insurance.

  

  Business Response

  Date: 04/04/2023

  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. The customer has not returned our calls or emails.In order to resolve, we welcome him to call us at **************. We also tried to contact the insured by email. 

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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.

  My car was hit on December 4th and the person who hit me claimed responsibility and his insurance company sent me a check for $596.09 and when the adjuster called me I told her my estimate for repair was much higher and she said no problem take your car where you want it repaired and we will work with the body shop to pay the difference. My Tesla Model 3 has now been sitting in the body shop for 4 weeks and the insurance company is not responding to calls or emails from myself or the body shop.

  

  Business Response

  Date: 03/01/2023

  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 contacted ******************** and advised this complaint must be forwarded to the Insurance Company since, as broker agency, we do not handle claims. We sent the information to the Carrier in order to be reviewed. If *********** needs more information please direct the complaint to Claims: ************** (24x7) or **************, email Claims Documents <***************>. 

  Customer Answer

  Date: 03/01/2023

  
  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 wait to hear back from National General Insurance for their response and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:02/21/2023

  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.

  *********************** 2007 Pontiac Solstice Policy # GPCP-******** So on 10/04/22 when I asked about over charges ***** went into a side office and then came out and told me they were policy fees and taxes finding out later that was not true plus I never saw one Billing or payment receipt showing taxes being charged or paid. Then ***** had told me I would get **************************************************** for those 3 months of road side assistance so that to was also not true. When I asked for full payment history and breakdown so I can know exactly where my payments were going to because from my second payment on they were mostly different amounts they said they couldn't provide that type of information only a payment receipt which only showed total amount paid plus a $10 fee for accepting my payment but isn't that what my $15 a month installment fee is for? Also the Declaration it stated installment fee $12 only once was I ever charged that amount after I was charged $15 they never explained way the extra $3 dollar charge for 10 months. Then on some information I obtained from Agicins I saw I was supposed to receive credits from 5 different billing statements I never got those credits. Then couldn't provide me with a signed broker agreement. Then on 11/25/22 I paid the balance completely being I was told $82.90. But then I noticed 2 extra installments being 11 for $26.25 for the month of December and number 12 for $15.00 for the month of January. Now they want me to renew my policy with them for $79.33. So I want to know exactly where every ***** went to especially on invoice 3,6,7,8,9 the credits shown but never received. Thank you

  

  Business Response

  Date: 03/01/2023

  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 have tried to contact the customer to resolve his concern. We have made several attempts to reach out to the customer so that we may review and discuss the issue further. However the phone number provided does not connect us with the insured. In order to resolve, we welcome him to call us at **************. If customer wants us to provide a breakdown over his email we can do it.

• Initial Complaint

  Date:02/15/2023

  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.

  I got insurance on my car and I busted a head gasket and I dont need the insurance anymore and ***** doesnt want to refund my money back and it hasnt been 30 days I got the insurance January the 20th and Ive been trying to cancel since February the tenth 2023 and he want refund my money

  

  Business Response

  Date: 02/22/2023

  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 contacted the insured in order to verify the information and we were able to cancel the policy effective 2/10/2023 as the insured requested. We advised of the refund check and sent confirmation to her email. ****************** agreed to the resolution. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

• Initial Complaint

  Date:02/15/2023

  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.

  On January 24, 2023 I talk to a ************************* About a car insurance quote. He lied and said he need my credit card information before he can give me a quote. He told me about company that had bad reviews and I said no thanks you. Then he went on to text me about another insurance company that he could start a policy with. He never told me that the policy will be with freeway and they are a brokers firm that charges monthly for insurance. I told him immediately after contacting the insurance company that I didnt want the policy to please not charge my card. He replied that he had already did it, and that it would take three weeks to cancel it and to dispute the charge with my bank the charges with my bank. I never signed no paperwork or consent to this insurance policy. I want a full refund and this policy canceled. I had and still have insurance with Progressive.

  

  Business Response

  Date: 02/22/2023

  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 contacted the insured to request proof of the duplicate coverage and insured provided the necessary documentation. Informed **************** the policy was voided and she will receive a check from the Carrier and a reversal refund to her account from the agency. We advised to the insured to wait from 2 to 3 weeks for the check. Insured agreed to the resolution. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

• Initial Complaint

  Date:02/15/2023

  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.

  ************** car insurance , the company that was provided through freeway insurance, has been a disaster to deal with after filing a claim. I finally reached a settlement after 3 months of awful customer service and lack of communication and now have found another insurance company . I called to cancel my services and after spending an hour on hold was told I need to go to their office in person hours away from where I live to cancel even though I was able to sign up over the phone .

  

  Business Response

  Date: 02/25/2023

  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 contacted *************** and she requested to cancel the policy effective 2/21/2023. We requested the written statement and the policy is now cancelled as requested. The Carrier will mail out the confirmation from 5 to 10 business days. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

• Initial Complaint

  Date:02/04/2023

  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.

  I had purchased a auto insurance policy with freeway insurance on 12/07/2022. The auto insurance policy was for a 2009 Pontiac Vibe a liability coverage bodily injury $15,000/$30,000 Property Damage $5000 and Towing.. Freeway Insurance wanted a down payment of $125 plus $120 total of $245 dollars. I just put down $120 dollars on 12/07/2022. On 12/09/2022 I decided to cancell the auto insurance policy from freeway insurance. I called Freeway insurance.they told me I would get my refund of $120 dollars back within a week. Days later freeway insurance called me I had to pay the remaining down payment of $125 dollars. If I didn't pay the remaining $125. It would go to collections.

  

  Business Response

  Date: 02/14/2023

  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 apologize for any misunderstanding and have tried to contact the customer to resolve his concern. We have made several attempts to reach out to the customer so that we may review and discuss the issue further. The customer has not returned our calls or emails. In order to resolve, we welcome him to call us at1-800-960-0036.

• Initial Complaint

  Date:01/30/2023

  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.

  On September 25 I bought full auto insurance from a broker, **** Del ****** via his business cell phone. He only had asked me for my information and the information of the car. I sent him my CA identification and my sisters Drivers license, because at the time she was going to be a co-signer of my vehicle, he let me know, that all he needed was my information because I was the one insuring the car and the only one driving it. The insurance company he put me threw after was National General. On October 28 I had an accident and the car was totaled out. The claims adjuster asked me a series of questions and asked me how many people in my home that lived there above the age of 14, I let them know that there are 3 occupants other than myself living at the address. Because I was never asked this question from the first broker, National General is threatening to cancel my policy based upon not filling these people on my policy. I let them know that I was never asked this question by the previous broker. I contact the broker,**** Del ******, once again threw his business cell phone, to let him know what was going on and if could fix it. He told me to call him the next day when he be in work. The next day I called him on his business cell phone and he had blocked my calls. National General is trying to cancel my policy because of lack of information I was never asked.

  

  Business Response

  Date: 02/06/2023

  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 reviewed the case and insured signed our Freeways Household Member Disclosure in which the insured declares that all the information listed at the inception was correct and that she listed all drivers/operators of the insured motor vehicle(s)on the Carrier application, and all residents of my household (over the age of 14 and regardless of whether they drive the vehicle) on the Carrier Application or Named Driver Exclusion document. We did not receive any follow request from the insured to add additional drivers or HHMs. The agency is not held responsible for any claim that has been denied.