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

  925 E Plaza Blvd Ste 107 National City, CA 91950-3549

  
• 

  Freeway Insurance Service Inc

  3402 Broadway St # J Galveston, TX 77550-4012

• 

  Freeway Insurance

  1701 Monument Blvd Ste H Concord, CA 94520-3876

• 

  Freeway Insurance

  4846 E Kings Canyon Rd Ste 104 Fresno, CA 93727-3838

  

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:01/30/2023

  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.

  On September 27, 2022 I was making calls to get a quote of various insurance. I get freeway insurance I spoke to an Agent, *********************. She explains and offer me a good plan for 6 months with a third party insurance. Before I go any further., All my life I had insurance in the past and I always say it will be myself or my husband added in my policy insurance.So when **** was on the phone with me I clearly stated it will be me. Also, let me say this every insurance agent will question this Who you want to added on an insurance policy. On that period of time my son had his own insurance coverage. Again while having her on the phone I agree the 6 months coverage from 09/27/2022 to 03/27/2023. She sends me the forms to my email to have it signed electronically. Now I remember on that day we were having difficulty issues to get it send Im not sure how many emails we gave her on that day plus my partner was with me while we were discussing the policy Im so confidence on that day and I remember stating to **** to send it by mail if anything for the reason we had that issue however I paid the full amount which was ******** for the 6 months insurance coverage.Nevertheless, few weeks passes and Im ONLY receiving letters regarding to corrected my e-mail only. Never stated anything regarding my son ************************************* till January 09, 2023 thats when I get the letter that it will be cancelled January ******* for not paying the policy on time which my son was added without my consent. Which I paid full coverage on the amount on September 27, of 2022 and I remember asking *********************, Is there anything else I need to know or is everything good for now, Are we good? She said, yes we are good.Once I received this letter I reached out to ********** asked her why was I getting this notice at the last minute, or why you guys didnt called? And also I never received any letter regarding my son ********* been added without my consent. I explained to ********** only kept receiving letters regarding to email correction or go paperless. She told me she will send me a form to sign to remove/excluded my son. I got right to it and she told me she will take care of it asap plus thats when she asked me to download this application to keep myself in status of the insurance. I told her why you didnt say this at the beginning I wouldnt had this issue. I never got an apology she just said she would take care of it. And to wait a couple of days. I called back like the 4th day was trying to reach ****. One of her receptionist told me she was not in the office so here I go explaining again. And she told me there was an issue that relates to mine about a mother had insurance only for hers and after days, weeks her daughter was added to her policy and that her mother had to wait 7 to 10 business days to process and getting resolved. So this means Im not the only one that had this issue, however it sounds untrustworthy this agency insurance. Never in my life had this type of situation which Im going through now. I tried couple of days again and kept getting too less underhanded direct actions against me, Making me the fault. All I want is to be resolved or get my reimbursement of half of January through March of 2023.

  

  Business Response

  Date: 02/07/2023

  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. Insured was advised Progressive sent a notification to the insured's address on 10/18/2022, then they emailed the insured on 10/19/2022 and 11/02/2022 to advise that they located a household member and they wanted to know if he needed to be excluded or added as rated driver. However they did not receive any response from the insured. ********** was not advise to exclude insured's son also. We offered the insured to pay for the balance due she has through the Carrier however the insured refused. We can assist the insured with a new policy with no agency fees however the current policy cannot be reinstated with a regular payment. Should the customer want to discuss this issue further we welcome her to call our office at **************.

  Customer Answer

  Date: 02/21/2023

  On January 06, 2023 I received a voicemail from freeway insurance stating to returned the call with no name or who to asked. So the next day I called which is today... January 07, 2023 I spoke to a random guy. He gets my info and place me on hold. And what do I get once he gets back on the phone. A real slap on the face, no resolution what so ever. I went through the same disarray. Wow! This is no way to handle a solution. All I was getting was a rush to cut me off something done without any attention to my knowledge in order to resolved the problem or to process of doing it. One thing I learn from people of California they are direct innocuous-underhanded manipulators. As much as I know on my behalf how Insurance works. Let me say this I had all kinds of different Insurance for 20 years and getting a right quote, and who will be on my policy or not. The process takes 10 to *************************************** not to add. These is not complicated. Thats why I stated what I wanted and made it clear -the payment in advance to closed the deal off. While weeks or months later, things got turn around this is a disgrace... This is a way to create ignorance of snide remarks. All they are good off is make you feel inability and to take responsibility to trick you and fall into their center judgment. It was a waste of time calling and going through the same issue. While avoiding my acknowledgement. Nothing got resolve.
  
  Sent from ***********************
  

  

  Business Response

  Date: 03/01/2023

  We apologize for any misunderstanding on the matter. ******* advised they provided with the notifications in time and that the insured not only emailed the insured but also mailed out notification. At this point as agency we cannot dictate on the decision of the Carrier to cancel the policy. 

• Initial Complaint

  Date:01/19/2023

  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.

  I have had insurance through them for 4 months now and they still have not sent my information over to the bmv. I have called every week for the past 3 months and each time it gets figured out until I have to get in touch with the bmv to realize it never was figured out. Still have not sent it over going on month 5. Had to pay a ridiculous filing fee so if I were to cancel my policy Id be out 175$ plus the 49$ each month Ive paid.

  

  Business Response

  Date: 01/27/2023

  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 at1-800-960-0036.

• Initial Complaint

  Date:01/03/2023

  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 had an insurance policy with Freeway insurance , my policy got cancelled due to their negligence of not sumbitting the vehicle photos that I sent out to them . I had an accident and was not aware that my policy was cancelled because they didnt sumbit photos and my claim got denied. They tried to charge me to reissue the policy but they mentioned that there was nothing they can do for the claim.

  

  Business Response

  Date: 01/17/2023

  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 customer and advised we, as agency, cannot dictate or change the Carrier's decision of denying the claim. We explained insured that the Carrier sent notifications to the insured prior to the cancellation however there was no response from the insured. We can assist the customer with a new policy but it will not covered any claim. Should the customer want to discuss this issue further we welcome her to call our office at1-800-960-0036.

• Initial Complaint

  Date:12/07/2022

  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.

  Good afternoon, I sold my car in the beginning of October and called to cancel my insurance. After talking to them on the phone, they had assured me my insurance has been cancelled and I will no longer be charged. After looking at my bank account statements, I was charged on November 30 again. I called the insurance company, and they kept transferring me to many different departments all saying the same thing, that I was transferred to the incorrect department. I was on the phone with them wasting my time and after being hung up on, I didn't get a resolution. I would like a refund of the last payment that was made after being told my insurance was cancelled and for my insurance to be definitely cancelled before I am charged again. Any help is greatly appreciated. Thank you! Attached is the payment that was made a month after being told my insurance was cancelled.

  

  Business Response

  Date: 12/17/2022

  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 ************.

  Customer Answer

  Date: 12/17/2022

  
  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:11/29/2022

  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.

  When I called to discuss my current auto insurance rate, they told me I could get a lower rate. I gave them all the information on a recorded line that they needed and they quoted $85 a month. Im happy and I pay a large down payment. Just received an adjustment to my monthly payment and now its $165 a month. ****** told me he couldnt do anything about it even though the lady I signed up with was the one who didnt enter my information correctly. ****** told me he would not refund me for their mistake and now Im not sure what to do or how Im going to pay for my car insurance. They completely lied to me, took my money and told me they are wiping their hands clean of fault. Disgusting company and a complete scam. I hope theyre proud doing this to people during these times.

  

  Business Response

  Date: 12/09/2022

  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 her 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 at **************.

• Initial Complaint

  Date:11/28/2022

  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 called 10/10/22 to remove a vehicle off ********* before ********* renewed. I was told I would have to wait until renewed so I could remove it. I had to pay a higher down payment in the amount of ****** on top of that they made me pay $50 to remove the vehicle. I called 11/28/2022 and the vehicle was never removed and I have been charged to this date for that vehicle.

  

  Business Response

  Date: 12/05/2022

  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 and advised that the request to remove the vehicle 2014 ****** Rogue was backdated to the date she requested. We advised the Insurance Company provided credit to the rest of the premium due to the removal. 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:11/15/2022

  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 was referred to this agency by ******* at Mapfre *********** on 11/15/2022 and called ********** twice at 4:25 pm PST where the employee would not give/ spell her name and hung up on me twice. I believe she may have said her name was ****** or Vindie. I am requesting contact by a Manager. This is regarding a payment notice.I am requesting contact by a Manager via email if a phone call is not able to be done.*Not sure if it is this location because I could not narrow it down but that is why I left a phone number above."

  

  Business Response

  Date: 11/29/2022

  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 her to call us at1-800-960-0036.

• Initial Complaint

  Date:11/05/2022

  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 was quoted $355 down payment to purchase insurance for 2 vehicles Freeway took my payment and once card was charged they told me they couldnt insure one of the vehicles. Naturally on the spot I said no deal then because thats not what you told me, requested money back on the same call. They told me I had to sign a Docusign to get money back I did and after 6 days I didnt receive so I called them back. They claimed I never requested refund and said I needed to sign a different form, I was like why? When I didnt sign anything when you took my money and could not. Provide service? Company continues to give me a run around and took funds but did not provide a service. They use legacy insurance as a underwriter.

  

  Business Response

  Date: 11/15/2022

  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 ****************** to inform that the full refund of $355 was approved and reversed back on 11/8/2022 to the same CC he used. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer. Should the customer want to discuss this issue further we welcome him to call our office at1-800-960-0036.

• Initial Complaint

  Date:11/04/2022

  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.

  I went to Freeway insurance for a low cost insurance plan for my 2 cars. I was told I'd have to pay 339 down but I could pay 209 the day of and the remaining 130 2 weeks later. That didn't make sense to me so I asked what the 130 was for if I could pay 209 and have insurance. I was told ON A RECORDED LINE that the 130 was due to me driving on a suspended 3 years ago. I didn't think much of it and paid the 130 2 weeks later. Come to find out the 130 was for a safe driver's program that I did not enroll in nor ask to be enrolled in. I tried for 4 days to get a hold of someone to cancel this and be refunded. I was told to fill out a form, email it back to them and they would send to NSD to be canceled and refunded within 5-7 days. 5 days later I called the ACTUAL safe driver company to see if they received my cancellation form from Freeway to which I was advised they had not. So not only was I lied to about what I was paying for, but I was lied to about canceling it. I am beyond furious at this situation and the company. I feel this is VERY dishonest, just for someone to make commission off an additional product. I am highly considering a lawsuit as I have been lied to and deceived the whole process.

  

  Business Response

  Date: 11/15/2022

  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 the experience the customer has with our company and have resolved the customers concern. We advised **************** of the refund for $130 back to the same card she used at the inception of the policy. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer. Should the customer want to discuss this issue further we welcome her to call our office at1-800-960-0036.
  

  Customer Answer

  Date: 11/19/2022

  
  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:11/01/2022

  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.

  1. I called to cancel my motorcycle policy. I was transferred three times in the period of a half hour and nobody could help me and said I had to go into a local office. I accidentally signed up for this insurance online when I selected Progressive and apparently they are a licensed Progressive dealer. The office is somewhere In ********, I live in ******.2.Gods help you if you do get in an accident you'll never get a hold of them.3. This sort of thing has happened repeatedly when I call. 4. Now I have to go to the bank and go through all the trouble to block them from charging me further.5. I let my payment card expire so i wouldn't have to deal with this phone nightmare with this company. They literally stole my new card info from my Progressive National policy on a different vehicle which is through Progressive direct, not a dealer. I got that insurance directly from Progressive because of all the problem with this company.So to sum up, this company has horrible business practices and makes everything more of a pain, especially if you want to cancel a policy or talk to them on the phone.

  

  Business Response

  Date: 11/08/2022

  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. Per customer's request, we removed customer from our call list in order to avoid any inconvenience. Should the customer want to discuss this issue further we welcome her to call our office at ************** since we see there was no interaction with us since the inception of the policy. The information on the policy has been collected from the carrier, not us the agency.