Complaints
This profile includes complaints for Freeway Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 144 total complaints in the last 3 years.
- 45 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2024
Type: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.
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 !!!! o 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 ************.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: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: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 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: 10/03/2024
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 ************.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.
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