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:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Streetlight Rentals, **** ****, in California are our Landlords of our house on ******************************************************************* and the company has not tried to for years to help us with any fixing in our house and we are dealing with Basement mold coming upstairs and getting us sick, water is coming down from the roof when it rains. Me and my wife have lived here for 5 years in this house and nothing has been achieved to any progress.

  

  Business Response

  Date: 02/03/2025

  Thank you for taking the time to provide your feedback. We were unable to locate an active account through our agency Freeway. Please contact us at your earliest convenience at ************ to verify if you have a policy through Freeway. 

• Initial Complaint

  Date:12/09/2024

  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.

  My wife and I were searching for new auto insurance and we were contacted by Baja/Freeway Auto insurance. I spoke to one person and after I have him some general information, he transferred me to ****** ****** to continue with getting a quote. Mr. ****** gave me a quote of $368 to start the insurance policy. I told him it seemed fair and that I would like to talk to my wife to discuss the policy. He then offered to call my wife to go over the policy wow with her. I have him her number and he called her. After several minutes, I proceeded to check our bank account and noticed that we had been charged the deposit for the insurance when we hadn't signed anything or agreed to purchase the insurance. I immediately text Mr. ****** and told him that we didn't give him permission to charge our card too start the insurance. His response was that I said it seemed fair and that my wife gave him her debit card number. Bi told that we hadn't signed anything and just because she gave him the card number, that is not an authorization to charge the transaction. I told him that we want our money back and he says that he would cancel the transaction and it would take 3-5 business days to get our money back and I agreed. He told me the transaction was cancelled and that we would be getting out money bank. That all happened on November 20, 2024 and we have not gotten our money bank yet.

  

  Business Response

  Date: 02/03/2025

  Were sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 11/20/2024, ******* ****** "the insured", applied for car insurance through our agency, Freeway, with United Automobile Insurance Group, the insurance company. The total down payment was $368 of which $261 was submitted to United Automobile Insurance Group. The fully disclosed broker fee was $77, $20 documentation fee and a $10 convenience fee. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid the full $368. The agency received the void request the same day of the inception on 11/20/2024. However, due to a backlog in our cancellation department, the request was processed days later. The policy was voided and, on 12/17/2024, the agency approved and issued the refund for the full amount of $368 in form of a check. Unfortunately, we received a dispute from the insureds bank institution, and, after submitting the documents and proving that the agency reimbursed in full, the insureds bank institution sent us the notification that we lost the dispute, meaning that the insured received our refund and the refund from his bank leaving the agency in negative. Due to the dispute, the agency has added the insured to our collection list to receive the funds that we reimbursed back to the insured. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:12/05/2024

  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 signed up for Insurance through this company I found online. After I qualified and made a payment I got a letter from an unknown 3rd company that wanted me to provide proof of things after I was approved for Insurance. I don't believe this is a real company. Everytime I call it goes to voice-mail and no one answers. I would like I refund of the two payments please. 1st payment was $155.00 and the 2nd payment was a withdrawal from my bank account for $118.20 from Seguros Sin ******** on behalf of Freeway Insurance, ****************.

  

  Business Response

  Date: 12/16/2024

  ************************* "the insured", applied for car insurance through our agency, Freeway National Telesales formerly SSB Insurance Service, with National General Insurance. The total down payment was $273.20 of which $118.20 was submitted to ****************. The fully disclosed broker fee was $155. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid $118.20 in front and authorized the remaining balance of $155 to be charged to his credit card on or after 11/29/2024.On 12/5/2024, the insured contacted us requesting to cancel the insurance with the reason that he had a new policy. **************** issued a refund check for $56.89. However, from the agency part, our broker fees are not refundable due to the customer being *********************** from 11/21/2024 to 12/05/2024. In order to provide a full refund of our broker fees the policy must have been voided the same day of the inception. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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.

  10-9-2024 I went to Freeway Insurance on ************ in ******** Ca to speak w/ *******. After going through the process and noticing "junk fees" in addition to extra points that ******* had falsely added to my profile to increase fees, I advised ******* that I would like more time to decided (so that I shop around) and that I will let her know because $695 and her adding a point or 2 to my record to raise the price just didn't seem right to me. Once we got into my car, ******* comes running out of her office trying to shove some paperwork into my face & quickly close the deal however I stopped her & let her know that I was "undecided" and that I would let her know by the end of business that day (Oct 9) If I decide to do business with Freeway Insurance.After calling around and getting quotes from other insurance carriers, I was able to get a policy much cheaper and decided to move forward with them that same day so at 4:23 pm on Oct 9, 2024 I sent ******* a text message advising her that I have decided not to do business with them however ******* never responded to my text message. On Oct 10 at 9:14 am, I sent ******* another text message inquiring about my refund of $695. At 10:40 am, ******* responded and advised me that I had needed to come back into the office to sign a form in order to get my refund however I had already spoken with another *** from Freeway Insurance and was sent a "request for refund" form via email and sent her the copy. ******* never responded. From then until now and after 4 requests for a refund, I am still missing half of my refund in the amoutn of $346.09 because on Oct 23, 2024 I was given $348.91. They lied to my bank so my bank also denied my claim against them. I am still missing $346.09 from the $695 that ******* stole from me. I was told Nov 27 2024 that I would receive a check but this is my 4th request for a refund and nothing has been done. Its been almost 2 months.

  

  Business Response

  Date: 12/16/2024

  Were sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, we can confirm that the policy was voided effective 10/09/2024. The insured Ms. ***** ****** received a refund from Infinity for $348.91, and a refund for $346.09 from Freeway. This last refund was issued in form of a check on 12/04/2024. The check can last 2 weeks in order to be delivered to the mailing address we have on file. Once again, we are sorry for the inconvenience, and we trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 12/16/2024

  
  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 and will consider this complaint resolved as a check was received today12/16/24 in the amount of $346.09.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:10/28/2024

  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 ordered insurance through freeway insurance in ******* ********. I was explaining to the insurance that I would be interested in homeowners insurance but do not apply it now. She went ahead without my knowledge and applied it. The monthly price for insurance was just for my budget without knowing that she added homeowners discounts.

  

  Business Response

  Date: 11/01/2024

  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. The policy documentation was agreed and signed with the homeowner's insurance discount. After the underwriting period was finished, the insurance company asked for proof and since there was no proof the discount was removed. To be able to add it and adjust the billing, they need proof of homeowners. The agency is based on what the insured agreed and signed upon inception. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 11/01/2024

  The problem is I asked personally if it cannot be added because I did not have current proof. It's in my business account and was hoping to switch that as well. 

  I would like the phone call with the insurance company reviewed. I know after reviewing that it will clarify what happened. 

• Initial Complaint

  Date:10/22/2024

  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.

  hello I am writing this complaint because FREEWAY **** CHARGED me without my consent for the amount of $595.00 on August 20, 2024 and another charge of $200 on September 10, 2024 even though my account was canceled and terminated. When I reached out they always put me on hold and than it disconnects. This is a bad business and literally stealing from customers. I would like a full refund from them immediately before further escalation thank you.

  

  Business Response

  Date: 11/01/2024

  Were sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 8/19/2024, ****** ********** "the insured", applied for car insurance through our agency, Freeway, with Infinity ****** Insurance. The total down payment was $795 of which $455.77 was submitted to Infinity ******. The fully disclosed broker fee was $284.23, $40 documentation fee and a $15 split fee.The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid $595 in front and authorized the remaining balance of $200.00 to be charged to his credit card on or after 9/02/2024. On 8/20/2024, insured contacted us requesting to cancel the insurance with no reason on it. The policy was successfully cancelled as requested and the insurance company provided a prorated refund of $399.01 from the $455.77 initially paid and due to the fact that the policy was active for one day. On 9/02/2024, the agency successfully charged the $200 from the broker fee and, on 9/16/2024, the agency received a chargeback dispute for the same amount. We submitted documentation to the insureds bank institution and the funds were reversed to us. We contacted the insured to let him know about this breakdown and that the agency will refund in gesture of good faith a total of $150. Insured asked us to call a different person because he didnt understand English. We tried to contact this other person,but the phone number provided by the insured was no longer in service. The refund will be issued in form of a check to the mailing address on file. A full refund is not available because the insured had insurance for one day and the agency is entitled to the broker fee. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:10/09/2024

  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.

  The service is really bad and ghetto. When I arrived, ****** ******* and **** were really disrespectful. ***** continually haggled with me about the price of the quote. I felt like I was in a swapmeet, negotiating over shoes. ****** was disrespectful and refused to share the manager's email address after I requested to talk with one. He said he wasn't going to give me the email and didn't want me to talk withmanagement at all. **** pretended to be a supervisor and hung up on me when I repeated what had happened during our last phone call. ****, like ******, abruptly terminated the call. The entire interactions with these other individuals was just tacky and unprofessional.

  

  Business Response

  Date: 11/01/2024

  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 ************. We would like to inform that this matter was cascaded to our higher *** and sanctions were implemented to those agents. 

• Initial Complaint

  Date:09/30/2024

  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.

  freeway insurance is a broker they do not tell you that when you call and that they charge you $400 to use your service. Another thing is they referred me to a company called All-Star General car insurance which this company has four other different names they go by nobody tells you until you get the paperwork so I believe this is a fraud company The other names they go by is blue fire car insurance All-Star General Stonewood insurance in Teagon national car insurance. All these companies are on the letterhead and on the forms that I have receiving almost a year now they are negligent. They are not professional. They charge way too much and dont work with seniors or any people on car insurance, Ive tried many times to call them get information and it made me pay the $400 that I didnt even know I had to pay including my car insurance insurance bill which is $190. They are taking people for money so I decided to change insurance and I was told by Hartford insurance company through **** to report them to the Better Business Bureau , which I am doing thank you

  

  Business Response

  Date: 10/14/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. Reviewing the account and after checking with the carrier Bluefire All-Star Stonewood, they are unable to locate a charge for $400. Bluefire All-Star Stonewood is the same company, and they are the one covering the insured. The insured has been paying with them the amount of $172.00 for the last 3 months, last month it was $172.40. They mentioned the insured contacted them last month requesting to cancel but they haven't received a cancellation letter, and the policy is still active. In fact, the last payment insured made was on 9/23/2024. We are asking for proof of a charge for $400 and, in the case of the insured asking to cancel, we need a cancellation letter, and the instructions were sent to the insured's email. The insurance company will ask for proof of duplicate so they can backdate the cancellation to the date the insured got the new policy. We trust the information is responsive to your inquiry.However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 10/14/2024

  Some how no one at freeway insurance who are the brokers who charged me ****** to get referred over to blue fire All-Stars Stonewood whoever they are insurance.. They are a terrible company. They never follow through. They have different people handling the same situation so nobody knows what they are doing so please let the public know that freeway insurance is a broker not an insurance company. They refer you out to an insurance, but to me the insurance they sent me to had four different names and nobody ever got any work done. They just took all of my money, and that is wrong to take advantage of seniors like that !!!! 

  

  Business Response

  Date: 11/01/2024

   We are sorry to hear about this experience and what you went through. Freeway Insurance Services America, LLC is an insurance brokerage. Our agents assist customers with obtaining coverage through a third-party insurance company. The package of documents provided at the inception date has two sections, 1) agency's documents and 2) insurance company's documents. Each page has the logo of the two companies. Once again, we are sorry that is confusing. As mentioned, Freeway is the broker agency, and we can help you with your policy if you have questions or want to make a change. Bluefire (Allstar General/Stonewood) is the insurance company, and they cover you every month. Remember that sometimes companies have different brands to provide different options to our customers. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:09/13/2024

  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.

  The broker which is from freeway insurance gave me a insurance policy and Im suppose to have full coverage insurance. The insurance company dont wanna pay for nothing that was in the policy I only had the insurance for a few days . They dont wanna pay for my car and I want a full refund for ****** they are refusing to return my money and to cancel my policy . The company is fraudulent. I have uninsured motorists .

  

  Business Response

  Date: 10/03/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. Reviewing the account, on 8/31/2024, ***** ******* "the insured", applied for car insurance through our agency, Cost-U-Less, with National General Insurance. For this policy, we received $464.45 as down payment, of which $209.45 went to **************** and the fully disclosed broker fee was $200. In addition, there was a $40 documentation fee and a $15 split payment fee since the down payment was split in two. The insured paid $264.45 in front and there was an authorized remaining balance for $200 to be charged to his account on or after 9/14/2024. The insured agreed and electronically signed the documentation thereby agreeing to the terms. Regarding the claim, the agency does not handle claims however we contacted the adjuster assigned to it and they told us that the claim was already paid. They said they have been trying to contact the customer without success. They said a check refund is already on its way to the customer for her to repair the vehicle. Adding to this, on 9/30/2024, the agency received a chargeback dispute notice from the customers bank institution. We forwarded the signed documents to them, and we are still pending on the resolution of this chargeback. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:09/02/2024

  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.

  Issues and concerns never got resolved regarding my policy. Multiple times of contacting the agents and the customer service line.

  

  Business Response

  Date: 10/03/2024

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

  Customer Answer

  Date: 10/03/2024

  I have plenty of proof and evidence that the company has not reached out to me through email. I have explained carefully the best way to contact me is through email as they have promised me. I am constantly working and fully employed. I have been neglected and treated poorly by this company. 

  

  Business Response

  Date: 10/14/2024

  Thank you for the information. We sent an email to the address provided asking to know how we can assist you. Unfortunately, we don't have any indication on how we are able to help you. Your policy expired since 9/05/2024. If you need to reinstate. We can definitely assist you by calling us to ************. 

  Customer Answer

  Date: 10/15/2024

  I have emailed my car insurance agent and including the manager of my agent. No response after a few months. I have saved the emails for proof of evidence.