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 Services

  5219 Fruitridge Rd Sacramento, CA 95820-5435

• 

  Freeway Insurance

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

  
• 

  Freeway Insurance

  2538 S Figueroa St Los Angeles, CA 90007-2549

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:09/07/2022

  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 have 2 vehicles with Hanover ins freeway is the agent when i register the 2 vehicle **** ***** Accord i ask the the same coverage as the ****** pathfinder but someone guff up and only put liability on the *****. on 8/26/.22 the ***** got stolen. A lady name ********* from Hanover called me next day to tell that i only had liability i told her no its a mistake i told freeway agent that i wanted the same coverage as the ******. told me that i had to called freeway to fixed the problem i have left messages until this date sept,7.2022 from the day that the ***** was stolen on 08/26/2022 i have no communication at all. I spoke to a lady name LA *********************** from Hanover Citizens Ins i explain her the problem she even called no answer so she send an email and until this day no luck and she also called last 7 days ago no answer so she send them an email.explaning the case and still no answer. This company its ridiculous i want this policy to be corrected. Thank you this is very frustrating as of today Sept 7,2022 the vehicle has not been recover. i wish i could find out who did this.Policy number ANNH209584. i will never recommend freeway to anybody

  

  Business Response

  Date: 09/14/2022

  We apologize for the experience the customer has with our company and contacted her to provide the information we have in our records. ************** called us on 1/31/2022 and 2/1/2022 to request a quote on how much it would've been to add comprehensive and collision with a deductible $500 on a vehicle **** ***** Accord. At first she agreed to the price but she was advised that the change couldn't be processed until the endorsement documentation were signed by her. At the end, we never received the signed documentation in order to process the change and the change in coverage was not processed (she was aware). We also explained we received a call from her on 2/4/2022 requesting again a quote to add comprehensive and collision on the **** ***** Accord. However, we have in records that she declined the quote (due to the quote being expensive, she mentioned) and asked to leave the policy and coverages as it was before (with basic coverage). We advised we don't have further records of her requesting to add comprehensive and collision. As the agency we held no responsibility if the claim was denied since at the end the vehicle didn't have the necessary coverages. Should the customer want to discuss this issue further we welcome her to call our office at **************.

  Customer Answer

  Date: 09/14/2022

   I had to pay for storage to interstate Towing $820. i had to signed the ****** over to them cause this was going to go up everyday the cars was there. So The car wasn't drivable .Therefore i had to signed the ****** to them .then pay out of my pocket $550.00.  i send them copied of what i had pay cause i couldn't get in touch with freeway since 08/26/2022. freeway is the agent and never responded until I reported to BBB today is 09/14/202022. So How long I waited. not fair I would never recommend  freeway to anyone. Now I want to be reimburse for the $820.00 for all this headache for not doing the proper work and  as an Insurance company. This cause me my diabetes to go up and my blood pleasured. Still they didn't do the correct paper work .I send an email to ********************************* and copies of the bill and cancellation of the plates on 09/14/2022. **** is doesn't take him for ever to respond.        Thank you

  

  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. Reviewing the information, the agency cannot be held responsible of the towing payment since we don't handle claims. Also we reviewed the notes and records and the comprehensive and collision coverage was not added to the vehicle **** ***** Accord at any point of the policy (as previously mentioned in our first response). Any claim questions needs to be directed to the Insurance Company. Should the customer want to discuss this issue further we welcome her to call our office at **************.

• Initial Complaint

  Date:08/24/2022

  Type:Product 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.

  Acquired an Auto Policy from Freeway 8/23/2022. The next day I tried to reach my Agent ***************** *****************. No answer. No VM. Sent an email to: *************************************** No response. Called the local office: ******************** ***********************************************************************. I called 6 times. Each time the same voice with a different name answered. Each time I was immediately transferred back to the opening phone menu or the person simply hung up. I suspect I am the victim of a scam. My bank will not allow me to block/hold the initial payment of $460.00. I think I need an attorney. Please advise.

  

  Business Response

  Date: 09/02/2022

  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 ************ or **************.

  Customer Answer

  Date: 09/03/2022

  
  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:08/17/2022

  Type:Product 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(***************************) Was called on 08/15/2022 at approximately 12:38 by *****, calling for collections of a remainder balance of 200 for freeway insurance. I asked for help changing my policy before I finished paying premiums and prices were set. ***** said I had to pay first and then he would transfer me to someone to help with my policy or put me down for refusal of payment. It was at that time that I got upset and claimed he was using manipulative means to get money from me and asked if I could talk to his supervisor or manager. I was then told I could call back on that number to talk to someone else and that he's only doing his job. I claimed that he was harassing me in this way and that this incident is reportable to the BBB. The conversation was abruptly ended by ***** mid sentence. I decided to call the number back and heard ***** answer and complained I wanted to talk to someone not *****. ***** replies "are you calling just to argue with me? This phone call is being recorded." At that point, I hung up and looked up my policy papers for a phone number to another freeway insurance broker office that gave me a customer complaint number at ************ at 01:16pm on 08/15/2022 that generated case number fwyca192947

  

  Business Response

  Date: 08/22/2022

  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 verify more information and to resolve the complaint. We apologized for the negative experience he went through with the agent and we advised that due to the inconvenience we have off the remaining balance of $200. Insured requested to know the steps on how to cancel the policy and we sent him an email with the information. Customer service is our top priority and we didn't want him to leave with a negative image. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

  Customer Answer

  Date: 08/22/2022

  
  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:08/15/2022

  Type:Billing 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.

  On July 20th, 2022, I called USAAgencies Insurance for a quote on Auto insurance, but somehow was intercepted by Seguras Sin Barreras! I was told it would be $172.00 and a down payment of $42.60 would be required, and my monthly payment would be $42.60, to be taken out of my account every 20th of the month, starting AUGUST 20th, 2022. However, only two weeks later, on July 31, 2022, they took $130.00 out of my account!I have called and called, only to be given the run around.I am a poor, elderly lady, and live on a fixed income. I've been going hungry because of this and am now sick as a result of this.Please help me. I didn't agree to these people taking $130.00 from my account and I only had my policy for 2 weeks.There is a recording of this call, if you need to hear it. Please I only want my $130.00 back!

  

  Business Response

  Date: 09/11/2022

  We apologize for the experience the customer has with our company and have resolved the customers concern. We contacted our customer and informed her of the refund for $130 due to the misunderstanding. ****************** agreed to the resolution and advised we will mail out the check. We pride ourselves in offering the best service possible and appreciate your feedback so we may improve our process.
  
   
  
  Best Regards,

  Customer Answer

  Date: 09/13/2022

  
  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,
  
  *************************
  
   P.S. I'm waiting on check and matter will be resolved.
  

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  Reached out to Freeway Insurance for insurance coverage for a converted school bus in July. Explained to them that this was a converted school bus into a motorhome. They first refused to send me a copy of the quote for the insurance. They just wanted me to pay in full the entire policy. Once they sent me a copy of the quote I agreed to pay the down payment amount of ******. Once I sent them the money they gave me the policy document. I saw that the insurance was being held by Progressive. I made them aware that Progressive would not cover this vehicle and it would be canceled once the underwriters reviewed it. They insisted that it would be fine. Shortly thereafter they requested many items that would not be required for auto insurance. I was contacted by their complaint department several days later and I made them aware that Progressive would not cover my RV and that they needed to find another insurance carrier. They told me that it isn't canceled yet and it is fine. I tried to explain to them that I had this same issue with another insurance agent and I know for a fact it will be canceled. On 7/22/2022 I received notice from Progressive that they canceled my policy due to the fact they do not cover bus conversions. On 8/10/2022 I received a call from Freeway insurance claiming that my policy was canceled due to non-payment. It was not canceled for non-payment. At this time I requested a partal refund for the "Agency Fee". They said they do not issue refunds. I filed a complaint with them. Between this phone call and finally getting contacted back from the complaint department, I have received several bot calls and text messages from them stating that there is an issue with my insurance. In talking to the complaint department they stated that they will not issue refunds. I am requesting the entire amount to be refunded.

  

  Business Response

  Date: 08/19/2022

  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 tried several times to reach the customer over the phone however there was no interaction. We emailed Mr. ********* in order to verify the correct phone number but since we didn't have a way to reach him over the phone, we advised insured over the email of the $158 refund due to the misunderstanding. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

  Customer Answer

  Date: 08/25/2022

  Ref:BBB Complaint ID ******** The above-referenced complaint was not resolved. It was closed before the verification of the refund. Freeway agreed to send a refund of ****** at the time of writing this new complaint nothing has been received.
  

  
  

  

  Business Response

  Date: 08/30/2022

  We apologize for the experience the customer has with our company and we tried to reach the customer to the number on file # **************. We spoke with a lady who told us she knew about the complaint and we advised this person to tell the insured about the refund we already submitted and sent back to **********************. We emailed the proof of the refund to the email of the policy holder. A refund for $158.00 was approved on 8/23/2022 due to the misunderstanding.  Should the customer want to discuss this issue further we welcome him to call our office at **************
  

  Customer Answer

  Date: 09/01/2022

  
  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:08/09/2022

  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 purchased insurance through the broker freeway insurance and an employee ******** completed everything and had me send pictures of the vehicles to a cel number which I submitted my pictures and the liability card of the previous insurance as wel as Our ids. I get a letter from my auto loan that our insurance was canceled because pictures werent submitted but everything was submitted to the employee ********. They charged us a little under 400$ for the down payment and then had another month of insurance of 185 on July 16 for the new month. Insurance was canceled on July 30 and now there are wanting me to purchase new insurance with another down payment and charging me for a canceled policy which was an error on there end

  

  Business Response

  Date: 08/15/2022

  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. Insured reached us to verify more information regarding the cancellation of the policy. Insured provided proof that the photos were provided in time and form. Unfortunately the Carrier was not willing to reinstate the policy. We offered a $145.08 refund for the misunderstanding and ******************** agreed to it as resolution. We apologize to hear about the customer recent experience with our company. **************** is highly important for us and we have resolved the customer concern. 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:08/08/2022

  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 was contacted by Freeway insurance dba and or/SSB Insurance Services, as I was looking to obtain auto insurance policy with SR22. I spoke with ******* Estras, as he sold me the policy with minimum down payment of $374, he said he would split policy payment 1st /$220 and week or so another payment $155. I advised I did not want split payment, take full amount, as he agreed. I was told I needed to sign the policy and send back immediately, was not giving time to read policy,kept ******* me through the call. I didn't receive any policy documents or receipt for payment . However ,I received call from someone name ****** stating I had outstanding balance and if I didn't pay immediately my policy would be cancelled, I also learned policy was with progressive. I asked for a breakdown of fees and copy of policy ,was denied , told pay $155 or policy would cancel, I asked speak with Manager was denied. Then I received another call again from someone name *****, again threatening me that I owe $155 but would not explain why. I got my policy declaration from calling progressive and giving my ssn , learned policy amount $1315.00 for 6mo's and first payment $220, and the rep at progressive advice other fee of $155 could possibly be broker fee and to call back ask if broker fee. I called back to freeway/SSB insurance to get clarification of why I owe $155 and was told down payment start policy, and I advised I talk with progressive and was given policy amount , and I asked Freeway/SSB Insurance again breakdown of charges, as they are being very deceptive, and I was told by ***** he would send me to collections and put note on my file that I refused to pay, when I am only asking for clear answers. Am I paying a broker fee or what additional fees, if down payment was $220 and why charge me $374, just rude. I asked if initial call recording could be reviewed and I was advised that doesn't matter ,I signed contract, but refused to give me copy of signed contract.

  

  Business Response

  Date: 08/16/2022

  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 are sorry to hear the customer had a bad experience with us. We contacted **************** ** and apologize for the negative experience he had with our agents. We advised customer that the Supervisor from the collections department was going to verify and provide a proper feedback. We also told him we waived off the balance of $155 due to the misunderstanding and the 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:08/05/2022

  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.

  In March 16 2019 I gave my car to a close friend. A few days later I came into this freeway insurance location to drop the vehicle from my policy and the MANAGER at the time assured me that he would take care of it personally his name was ***********************. The following month I was billed for the vehicles insurance, I called the **** immediately and he told me that he would take care of it immediately and that he would refund the amount. Imagine my surprise when May rolls around and i am billed for a second time for a vehicle that had been insured with Farmers since March, that's right it was double insured for a total of 3 months and I had paid approximately $600.00 for a vehicle that I didn't have anymore. I went into the office and someone else helped me clear it but I was told that the fees were paid and the car was covered during that time so the money was my loss. I called their customer service to file a complaint and I was told that they would conduct an investigation but that from his "point of view **** had done nothing wrong." That it was my fault and that he would not be reprimanded nor a complaint filed. This company has a history of bad practices with me since in *********************************************************** a 19 year old at the time over his lack of communication which caused my insurance to be dropped and I was then pressured to pay a $500.00 premium to file a new policy rather than re-instate the previous one. I believe its a culture issue within the company and a disregard for customers needs since they are only seen as a dollar sign for their bottom line and their commissions.

  

  Business Response

  Date: 08/12/2022

  We are sorry to hear the customer has a bad experience with our company. We contacted **************** to verify the information. We advised the insured that the information she provided in the complaint and what we had in records didn't match. The policy she was referring to was cancelled by her request without proof that vehicle 2017 ****** Yaris was being insured through a different Carrier. We asked insured to provide proof that since March 2019 the vehicle 2017 ****** Yaris was insured through Farmers however the insured stated there was no document or proof she could provide since she was no longer the owner of that vehicle. We advised insured we needed a proof in order to contact the Carrier and request to backdate the cancellation of the policy. We advised the payments were made directly to the Carrier and we didn't have a way to reimburse what the agency didn't charge. We apologize again for the inconvenience. 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. Should the customer want to discuss this issue further we welcome her to call our office at **************. 

• Initial Complaint

  Date:07/31/2022

  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.

  When I signed up for my insurance I made it clear that I wanted rental reimbursement as part of my policy and I was told I would have too pay extra witch I did and then I wasnt dented for my claim

  

  Business Response

  Date: 08/08/2022

  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. According to the carriers claims department, the Insured was informed that there was no rental car reimbursement coverage for the November 6, 2021 loss. The Insured signed and agreed to the Reduced Coverage Disclosures form that reads as follows:

  
  NAMED VEHICLE ONLY (listed vehicle(s) only). This policy does not give you coverage if you
  drive any vehicle not listed on the declaration page. In other words, if you drive another vehicle this
  policy will provide NO insurance of any kind relating to any liability created while driving that
  vehicle or coverage for that vehicle. It further reads:
  NO RENTAL CAR REIMBURSEMENT COVERAGE. This policy does not provide
  reimbursement for a rental car in any form for any reason.
  
  The policy does not provide coverage for rental coverage or rental reimbursement. According the producer, ***********************, the Insured did not mention that he wanted rental coverage. Rental coverage was not available for the policy plan selected. Had the Insured requested coverage on the day of the sale, ****** would have provided a quote with a different policy that offers that coverage. The policy documents issued by All Star included the Reduced Coverage Disclosures. Additionally, The Reduced Coverage Disclosures were a part of the application documents that the Insured agreed by signing his initials. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.