Complaints

This profile includes complaints for Cost-U-Less Insurance Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cost-U-Less Insurance Center has 24 locations, listed below.

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  Cost-U-Less Insurance Center

  2870 Fulton Ave Sacramento, CA 95821-5104

• 

  Cost-U-Less Insurance Center

  8455 Jackson Road, Ste. 100 Sacramento, CA 95826

• 

  Cost-U-Less Insurance Center

  2271 El Camino Avenue Sacramento, CA 95821

• 

  Cost-U-Less Insurance Center

  665 N. Lawrence St. Yuba City, CA 95991

• 

  Cost-U-Less Insurance Center

  7800 Sunrise Blvd.,#8 Citrus Heights, CA 95610

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:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got car insurance with freeway, over the phone they told me it would be about 120 a month then charged me 200, then a couple weeks later charged me 185 and for the next month charged me 161. Just this morning April 29th I got a letter from the *** saying that car does not have insurance so they fraudulently charged me and did not provide me with the insurance they promised.

  Business Response

  Date: 05/12/2025

  Were really sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 3/08/2025, ******** Rodriguez "the insured", applied for car insurance through our agency, Freeway Insurance, with the carrier ***********************************. The total down payment was $393.19 of which $153.19 was submitted to the carrier. The fully disclosed service fee was $185. The insured paid $208.19 in front and there was an authorized remaining balance for $185 to be charged to his account on or after 3/22/2025. The policy?was completed via?telephone?and electronically. All documents were sent to the Insured via email and verbally?explained. On 4/29/2025, ************* received a call from the insured requesting to cancel the insurance. According to the notes, the insured asked to cancel due to the proof of insurance not being provided to the *** and for customer service issues. The ** representative advised he could contact the carrier regarding the proof of insurance since the carrier is the entity sending the information to the ***. The carrier advised and confirmed the proof of insurance was electronically provided to the *** but that it could take 10 days to receive it. The insured, however, asked to cancel. The policy was cancelled on 4/29/2025 due to the insureds request. A full refund is not available since the insured was covered from 3/08/205 to 4/29/2025. 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:04/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am rejecting this response because:

  Yes, I want the deposit of $100. I only read the highlighted parts. I didnt realize there was more to the message. I just thought I was gonna get the hundred dollars in my account and I kept looking for it and then I came back and read it, and I didnt realize I had to respond.

  
  

  Business Response

  Date: 05/02/2025

  Were really sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 1/27/2025, ***** Silva "the insured", applied for car insurance through our agency, Cost-U-Less Insurance, with the carrier AllStar General Insurance. The total down payment was $441 of which $185.53 was submitted to the carrier. The fully disclosed service fee was $200.47. The insured paid $241 in front and there was an authorized remaining balance for $200 to be charged to his account on or after 2/10/2025. The policy?was completed via?telephone?and electronically. All documents were sent to the Insured via email and verbally?explained. The insured was asked to review all?documents for accuracy and electronically sign and return the documents.?Insured was verbally explained he was signing with a broker agency and that the actual insurance company was going to be AllStar General. Each set of documents were verbally explained, and each set disclosed the carrier and agencys name and logo. We are attaching our broker fee agreement. As a gesture of good faith, we have issued a refund of $100 back to the same payment method the insured used at the inception of this policy (if the card is no longer active our system will automatically send a check). The refund can take 5-7 business days to be shown in the insureds account. The refund will be issued from 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:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  on the money I paid.

  Business Response

  Date: 05/02/2025

  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 1/02/2025, ****** *** Giroux "the insured", applied for car insurance through our agency, Cost-U-Less Insurance, with the carrier Aspire. The total down payment was $474.61 of which $89.29 was submitted to the carrier. The fully disclosed broker fee was $233. In addition, there was a $40 documentation fee, a $15 split payment fee since the down payment was split in two, and a $99 for a ***************** product the insured agreed to purchase. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid $274.61 in front and there was an authorized remaining balance for $200 to be charged to his account on or after 1/17/2025. On 1/17/2025, we tried to draft the balance of $200 but it went ***. As a gesture of good faith and due to the inconvenience, the agency decided to remove the balance due of $200. We are also issuing a check refund for $185.32 that are the agency fees we charged the customer. The rest of the payment, $89.29, cannot be refundable because that money went to the carrier to activate the policy and the policy is still active. We are attaching our broker fee and the ***************** producer agreement for review showing that the insured agreed to the draft on 1/17/2025. The refund via check can take 2 weeks to be delivered. 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:04/21/2023

  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.

  I am rejecting this response because: I that wasn't a refund the was the money they weren't authorized to take.  I was told on 04/18/ that it would be back In my account in two days, I contacted you after got tired of run around from them. 

  Once they were contacted by you they then gave up an answer.  First I was told they were mailing a paper check that they mailed on the 17th but they took the funds on the 18th i didnt get the funds back into my account until the 27th.

  The other reason im rejecting this response is I have not spoken to anybody about the charges for the broker fee of $228.00, the imaging and documentation fee of $40.00, a convince fee $15.00 and the Insurance Premium of 16.57.  If the funds are coming from my account I should have been contacted for my authorization. I spoke with no body from Cost-U-Less Insurance about any of these fees.

  
  wasn't sure. On 04/17/2023 i got a notification that twoo charges for $200.00 were deducted from my checking account from **********************. My husband called the broker who prepared the policy but there was nobody in the office answering the phone so he went to the office personally and there was nobody there. He waited until finally someone came out the back and let him in. He asked about the charges and couldn't get an explanation but was told the $200.00 would be credited to the account. It hasn't and we cannot reach anybody at the location. I'm home and looking at the original charges: Down Payment to Carrier $16.17, Broker Fee $228.83, Documentation and Copy Fee $40.00 and Split Payment Fee $15.00, Totalling $300.00, that's not including what's being charged *************** Insurance. and want to know why these fees are so high, cannot be explained and why the fees are costing almost as much as the six months of coverage.

  Business Response

  Date: 05/02/2023

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to ** in achieving our long-standing commitment to our customers. We contacted ************ and advised of the refund for $200 back to his account. Insured confirmed the refund was received. . We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer. Should the customer want to discuss this issue further we welcome him to call our office at **************.

  Business Response

  Date: 05/06/2023

  We apologize for the inconvenience. We contacted customer and went through the transactions with the policy holder and his wife Ms. ******* We sent the receipt and due to the misunderstanding we offered $40 back to her account. The funds will be back from 2 to 3 business days. Should the customer want to discuss this issue further we welcome her to call our office at ***************

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because:I'm still waiting to find out why I'm being charged $228.83 for a broker fee and thereon I spoke to tried to tell me that that was the cost of premium which was only $16.17. Also she told me that the $40.00 that was for signing electronically. Then it should be free because my husband was in the office when he signed both policies. These Broker fFees are excessive. Cost-U-Less Insurance is charging me excessive fees for the same things obviously the two policies done together by the same person. And if I'm payinga $15.00 Split Payment Fee on each Policies why wasn't I given the option to pay it all at once. Maybe because How Could AnyBody in their right mind expect anybody to pay over $600.00 in inflated fee's. What is the actu

  I do accept this response because I'm am still unsatisfied with the response that I got when I spoke with the business.  I was told that  $40.00 ,on both policies, was because my husband signed electronically over the phone but he didn't he was in the office, he didn't need to sign electronically  on the app.  That my havebbeen how you broker had him sign but that *** have been so that he could charge him.  Why am I being charged such an excessive Broker Fee?  Is that what is normally charged for each policy.  Why am I paying *********** more in fees then I will be paying for the insurance.and between the two policies only $16.17 for one policy and $57.28 for the other was paid to the Carrier.

  The Over Inflated fee's that *********** is allowing their Brokers to charge is Excessive and Unacceptable and I want to know why this being allowed.  And if they need to speak with me, not my husband, they know how to reach me.

   

   

   

   

   

   

   

  Business Response

  Date: 05/10/2023

  On the phone our agent explained the break down of all the charges. On the call was the wife and the policy holder, and the policy holder verbally told ** he did not verify the documents before signing. We are really sorry for the inconvenience however the insured authorized, agreed and signed for all the charges (we can always provide this information if the Department requires proof). ********** already processed a total of $240 in refund as gesture of good faith. We apologize for this situation. 

  Customer Answer

  Date: 05/11/2023

  I am rejecting this response because:Like I Said,  these fee are excessive and over inflated  A refund of $240.00, as a jesture of good faith, is a joke.  Of the $600.00 that, that was origanally charged less then $75.00 of that went toward the down payment of the two policies, the rest is all fees that were duplicated on each policy.  And the reason Im filing this complaint is because I'm the one paying these fees that should have been explained to me for authorization.

  
  

• 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.

  On August 13th 2022 I spoke to ******* about setting up insurance over the phone. She said found me a great policy with Aspire by Freeway insurance. She charge me 551.33$ stating it was for deposit and payment to the carrier. I asked if I shop around and find a better rate if I would pay any fees to cancel. ******* stated there would be no cancelation fee. I asked if the deposit and the carrier would be refunded if I canceled She stated it would be. Now Freeway, and Cost U Less insurance Is stating they will only refund ****** because there is 3 types of cancelation fees, flat tire fee, broker fee and Imaging fees all that where not discussed. I was pressured into signing forms and when I asked what the forms where ******* stated they where formalities and If I wanted to hurry up and sign to get my new car.

  Business Response

  Date: 09/22/2022

  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 the insured and requested to verify if he had any proof of the new policy he purchased in order to review that the cancellation date on the policy (purchased through our company) was cancelled correctly. We offered $190 as refund of our agency fees due to the inconvenience and **************** 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.