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

  
• 

  Freeway Insurance

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

  
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  Freeway Insurance

  6650 Pearl Rd Parma Heights, OH 44130-3836

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:10/30/2022

  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.

  On October 06, 2022, I used my debit card ending in **** to make a down payment for a friends car insurance policy. The policy was opened under ************************* with Freeway Insurance and the initial payment was made in the amount of $210.00. The insurance agent had asked ************** if he wanted to keep the card on file for future payments, and ************** said no. On October 20, 2022 another payment in the amount of $ ****** was taken out of my account without authorization. I attempted to contact Freeway Insurance on my own to resolve the issue, but they would only make note of the problem. They would not discuss the issue with me or make any attempt to resolve the problem because of privacy policies since I was not on the policy with **************. They told me to have him call and request to have the payment reversed. ************** called them a few days later and was told that i needed to call my credit card company and discuss it with them. They said there was nothing they could do on their end. My credit card company's policy is to make every attempt to resolve an issue with the merchant before asking them to reverse the charge. I will call my credit card company if BBB is unable to resolve this issue for me, but it seems to me that this could've been easily resolved and that the person ************** spoke to most likely did not know how to reverse a charge or was simply too lazy to do it, and chose to pass it off onto my credit card company. The mistake was made on their part. ************** clearly stated that he did not want the card kept on file, and although it was a simple mistake, the people at freeway insurance made it unnecessarily difficult to resolve.

  

  Business Response

  Date: 11/04/2022

  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 at ************. 

• Initial Complaint

  Date:10/23/2022

  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.

  Solo me cobraron por la aseguranza y ahorra dicen que no tengo aseguranza

  

  Business Response

  Date: 11/14/2022

  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. The agency wrote a new policy on October 18, 2022 in order to provide insurance for the four vehicles. We advised customer we used the payment of $1,178.00 he paid on June 2022. We provided proof of insurance and requested to the insured to visit the *** in order to verify any fee or extra charge due to the missing coverage from June to October 2022. We reached the customer again and verified if he was able to receive the tags of his vehicles. He confirmed and we are still working on the matter since there is a balance due for the new policy. We are still working with the insured and the agency. Should the customer want to discuss this issue further we welcome his to call our office at **************.

• Initial Complaint

  Date:10/19/2022

  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.

  October 4th 2022 a policy for auto insurance was started for one out of two vehicles I was insured that both of my vehicles would be able to be insured it was agreed upon with the agent that I would add my second vehicle at a later date when that date came I was told that I would not be able to insure my other vehicle and my choices would be to start a whole separate policy with a new down payment and have two separate policies or cancel my existing policy and find another provider to insure both vehicles I was told that I would be issued a full prorated refund with the deduction of the days of coverage the very next day I made sure to follow up on the cancellation and there I was told that there was no cancellation in place due to agent era the process was repeated they also went as far as reaching out to the agent and getting an error form filled out to correct a problem I again was told there would be a full refund with the prorated deduction of the days that I had coverage this all taken place on the 10th and 11th of October fast forward to October 19th 2022 I called for another follow-up and was told that there would be no refund whatsoever out of $168 total paid for my first initial payment I was covered from the 4th to the 10th of October when I had originally canceled I have been hung up on several times at this point I am not sure what to do anymore please help

  

  Business Response

  Date: 11/02/2022

  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 at ************. We have some information to provide. 

• Initial Complaint

  Date:10/09/2022

  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.

  July 30th, 2022 my father, *************************, called freeway insurance to obtain auto insurance through the phone. Was assisted by broker ***************************, who worked at Freeway Insurance **** at **********************************************************************. She sold him the policy number ********** for National General Insurance. In this call, which was stated was recorded for insurance purposes, he verbally gave her the info. needed to complete the application, including the household members info who will drive the vehicles which at the moment were a *** ******** 2017 and a ***** Civic ex. He also provided my mother's ************************************ (or *************************) info as an individual ***************************************************************** have a driver's license. Before signing, ******* verbally confirmed that all the info was correct. We never received anything by mail. as we waited for the info to arrive, the *** was stolen with my daughters car seat on August 13th, 2022. Once the incident was reported, my husband ********************* (military) helped my father report the claim to National General Insurance, in which they spoke to ************************* phone number **************. The car was found 3 weeks later. We were denied any coverage for the *** as it's a total loss because my mother who is a non licensed person wasn't mentioned in the form that reads "List all household members age 14 years or above, housemates, roommates and all non-household drivers driving your vehicle twice or more in a given month." *************************** didn't input our info correctly and we are getting blamed for her mistake. She no longer works there and has caused us to have no coverage, no replacement, family hardship, anxiety, and a financial burden as we will have to continue to pay a car that we have not have access to for over a month that was stolen and had full coverage.

  

  Business Response

  Date: 10/28/2022

  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 **************** and explained after reviewing the documentation and our records, we were unable to find an agency error. Due to security purposes all our sale calls are not recorded and that is the reason we are based on the documents the insured signed, agreeing to the terms and conditions on it. We advised customer we cannot be responsible for the damages or the claim adjuster's decision. We offered a $160 refund due to the inconvenience however the insured refused the offer. We apologize insured was not satisfied with the explanation however should the customer want to discuss this issue further we welcome her to call our office at1-800-960-0036.

  Customer Answer

  Date: 10/28/2022

  I do not accept the business response as they tried to insult our intelligence and misguide my father to accept $160 as a full payment for the car that was stolen and a total loss. The value of our Kia ******** of the year 2017 is at $17,000. The amount offered, $160, does not even cover one single payment and its an offensive offer.  Again Bath Faith as this is unfair and neglect of dealing standards.

  

  Business Response

  Date: 11/10/2022

  We apologize for the inconvenience on this matter. However, the agency was never advised of any additional member to be disclosed at the inception of the policy. The Insured answered YES to the questions on the California Personal Auto Insurance Application: Have you disclosed all household members 14 years and older on the application?. Furthermore, the Continuing Duty To Inform section reads:I understand that I have a continuing duty to notify the insurance company of any changes concerning the following: (1) the garaging location of the listed vehicle(s) on the policy(s); (2) member(s) of my household age 14 year or older; (3) operator(s) of the listed vehicle(s) on the policy; (4) the usage of listed vehicle(s) on the policy. I understand the insurance company may rescind this policy and deny coverage if I fail to notify the company of these changes. The Insured agreed and signed the application listed his marital status as single. As stated in the Application, The Insured had a continuing duty to contact the broker or the insurance carrier to update certain information in her application in order to make sure all policy information is as accurate as possible. The Insured had an opportunity to update his policy any time prior to the loss date. In regards to your questions, the Insured contacted our sales office and electronically signed all application documents on the date of the sale in agreement with the terms and conditions. All questions on the application were answered, applicable discounts were applied and the application was electronically submitted to the carrier. All information is retained in our file per the carriers request. The Insured was a prior client of our agency and information was updated at the time of the application. We found no record of the Insured contacting our office to make a policy change. The agency does not handle claim and we already advised the insured of this. 
  

• Initial Complaint

  Date:10/09/2022

  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.

  Not good.

  

  Business Response

  Date: 10/12/2022

  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. The phone number provided is also no longer in service. In order to resolve, we welcome her to call us at **************.

• Initial Complaint

  Date:10/05/2022

  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.

  I had a plan with this company in august. I never received any proof of insurance until I called to cancel policy on September 24th.

  

  Business Response

  Date: 10/19/2022

  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 ********************** and explained the breakdown of the downpayment and due to the misunderstanding and inconvenience we offered a refund check for $200. Insured agreed to it as 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:10/05/2022

  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.

  Called *********** Insurance for a quote which lead me to Freeway Insurance. On 07/06/2022. Talked with a Man named ******** found me a policy and required a $400 payment, Then I needed to add another vehicle and was charged an additional $200 which I thought applied to the policy. on 07/07/2022. ******** the man who helped me and took my payments, said that I needed to talk to my "Agent *******" For changes and to send pictures of the vehicles to be insured. I sent copies of my drivers license, vehicle pink slip, and pictures of the vehicles to be insured. She always responded and acknowledged the information I was sending. I sold a vehicle on 07/20/2022 and wanted to add another vehicle messaged my "Agent *******" and she said she was in a meeting. Never heard back so called the next day she quickly answered and said she call me back when she was not busy. She never called back. I called the next day no answer and left a message. Never called back, messaged her 3 other times and never got a response. I tried to call the company to cancel my policy and could never get to talk to anyone only able to leave a message. I got a bill for $274 on 08/10/2022. What I am trying to figure out is why I owe $274 for the past month of insurance when I already paid $600. That's $874 for 1 month of insurance. I didnt know what i was paying for, could not get a hold of anyone and the coverage was liability only 10k/30k. My new policy with Geico is $241 a month full coverage on both vehicles and 100k/300k. I called Freeway insurance trying to figure where all the money went always asked for ********, no one knew who I was talking about always giving me a different phone number to call. I was given 3 different customer service complaint phone numbers that always lead me to the same voicemail recording always left a message, never heard back. I don't mind paying for insurance, just what was the $600 if it didn't cover the insurance part.

  

  Business Response

  Date: 10/11/2022

  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 of the pending refund for $400 and explained the $200 was a broker fee that is a deposit for the service of the agency. ************** 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:09/12/2022

  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.

  To whom this may concern, I am filing a complaint against Freeway Insurance , I ***************************** was in a accident was on July **, 20** , We called the insurance ************* , left over 17 messages and no one has reached back out. A adjuster came on July 27 , around 10am to take pictures of the car, I was given a claim number #**TX003890 / phone number ************ ******************************* my mom **** , has called them several times her husband **** , has called many times, my friend **** has called so many times, and myself ******* ,called so many times , no one has returned our calls, messages nor voicemail boxes, also called **** ************************** and she told my mom , she has nothing to do with this ,, she works for the claims, I took my car to a mechanic and the cost of the repair was said to be $1,800, I took my car to a couple of places to fix it but in reality its way out of my budget and the fact that I, ***************************** had liable insurance with freeway insurance, months later driving with a completely torn off front bumper. Every time I have called I wait on hold for about **************************************************************** no answers. is been almost 1 months and still no one answer me or return the call, I'm very frustrate with this situation , I'm going to school also working , need a reliable car, , thanks for your attention, ******************************* , my phone number is ************ thanks again

  

  Business Response

  Date: 09/19/2022

  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 customer and advised of what the Adjuster explained. She was also provided with a letter from the adjuster and claims department advising of the estimated they sent to her Lienholder. ****************** was advised any further questions needs to be directed to the Carrier since, as the agency, we don't handle claims. Also, she needs to verify with her lienholder regarding the check payment the adjuster sent to them. Should the customer want to discuss this issue further we welcome her to call our office at **************.

• Initial Complaint

  Date:09/10/2022

  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.

  I was on the Freeway Insurance website signing up for an auto insurance policy. I got to the very end to the down payment screen and id had been ***********************. However, immediately following my payment being made, the website redirected back to the beginning home page to Freeway Insurance. I then received an email stating there had been an error of somekind and the policy was not issued. Any payment made will be refunded back to my account. This was back in August on the 19th. I have the transaction amount i made of $108.08 which i sent via email to Freeway's customer service. I spoke with a *********************, an agent with Freeway Insurance on the phone who assured me his manager approved and issued the refund back to my account that same day. I have all the emails back and forth with him, as well as with customer service. *** made multiple phone calls to Freeway Insurance and getting the same response saying they dont see the transaction in the system there's nothing they can do to help me. Starting August 20th, I sent out emails explaining the situation including my name, vehicle information, address, and phone number. Very clearly. It wasnt untill August 26thi i finally received an email back saying they are waiting to hear back from their finance department and its under review. August 29th after sending multiple emails again about getting an update, i received a response saying a check was sent to me back on the 23rd. No idea why they would send a check, but i waited and waited after that. After sending multiple emails about another update after never receiving any check, I finally received an email saying the check was sent to ***********************************************************************. This is very confusing to me and does not seem like legitimate company behavior more like a scam. I've never experienced service like this from any legitimate company especially when they made the mistake. I've also included my address in every single email i ever sent to them.

  

  Business Response

  Date: 09/27/2022

  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 tried to contact customer over the phone without success. We sent an email to the insured advising of the refund check. We received the confirmation that the check sent to the address in GA was already cashed out. . Should the customer want to discuss this issue further we welcome her to call our office at **************.

  Customer Answer

  Date: 09/27/2022

  I live in California,  first of all. If someone cashed a check issued to me , ************************************ at **********************************************************. Then its fraud and that needs to be looked into and reported to the authorities. I have emails with **************************************** explaining the check was sent to the wrong person/location, I gave my correct address and they said a check was issued to the correct address this time. Never got it, so I sent another email and got a standardized robot response wanting me to confirm if I got the check sent to GA.... I feel like I shouldn't have to keep going here ,I've been trying to get the refund for too long now. Please just refund my $108 , that's all . 

  

  Business Response

  Date: 10/10/2022

  We apologize for any misunderstanding again. We mailed out a check for the amount of ****** to the address 5691 ********* ************* 95835. . Should the customer want to discuss this issue further we welcome him to call our office at **************. The check last 3 weeks. 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:09/09/2022

  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 put in a quote yesterday morning for auto insurance and the rate was higher than I like so I politely said no thank you and we hung up the call. Since then I have received over 37 calls since yesterday asking if I would like freeway auto insurance because I asked for a quote. I ignored the first couple calls then I spoke to a manager and they said they would remove me from the list and his name was ******. Then spoke to ****** on the next call who also said she would take me off the list. And stil have received over 30 more calls from this place in 24 hours after that and they keep coming. Since Ive typed this message they have called me again.

  

  Business Response

  Date: 09/14/2022

  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 removed ******************** contact information from our contact list. We apologize to hear about the customer recent experience with our company. Should the customer want to discuss this issue further we welcome her to call our office at **************.