Complaints

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:03/18/2025

  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.

  I canceled my auto insurance with HANWAY Insurance Agency on 1/4/2025. I had acquired a new insurance company and I informed them. They still continued to charge my debit card for an initial fee and one month policy fee. The initial charge was $393.00, and the one month charge was $337. 00. They have only refunded me $269.00. They said they would refund my money but they have not refunded my funds yet and they do not accept my calls for a refund.

  

  Business Response

  Date: 04/03/2025

  The client was issued a refund from the insurance company.  They refunded him the unearned premium.  We are just the insurance broker.  He did not receive a full refund because the insurance company covered him for a certain amount of days before he canceled.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23082643
  
  I am rejecting this response because:
  I did cancelled the renewal of such policy. They changed me a fee to renew the policy. I informed them before my policy expired. They texted me to ask me if I wanted to renew or seek some other insurance company. I texted them back indicating that I was not renewing the insurance policy. I talked with them personally prior to the expiration of my policy. I have a copy indicating that I cancelled the insurance policy. They have not returned my calls as well indicating the refund of a fraudulent charge. Also they have recordings of me verbally canceling the policy. How can I proceed with this for the $471. 00 owed to me.

  
  Sincerely,
  
  ****** A *****

  

  Business Response

  Date: 04/07/2025

  After speaking to my staff, our office did in fact submit his current insurance provider's declaration page to First Chicago.  First Chicago actually flat canceled the policy effective 01/14/2025.  We are not charging him any fees from the agency.  It appears a second refund check was mailed out on 3/25/2025.  He has to follow up with the insurer.  We are a direct bill agent.  We do not handle payments in house.  They go and come directly from the insurance ***

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23082643
  
  I am rejecting this response because: HANWAY Insurance Agency keeps shifting the responsibility to First Chicago Insurance Company and they keep saying that I have to contact HANWAY Insurance. I keep getting the run around from both companies. My documents show that I cancelled their policy on time. I talked with several agents at the company via phone and text. And the company has a verbal record my calls for cancellation. 
  
  Sincerely,
  
  ****** A *****

• Initial Complaint

  Date:03/29/2024

  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.

  First of all I dint pick this high uncaring Insurance company. The salesmanI bought my car with did. I had chosen Talro insurance which was way cheaper than this. Any one that have a Avid card no something was messed Up with depositing funds for a week. Look on ******** the Avid card group. I finally got payment last night. I explained this to the idiots just to give me until the morning to pay. I was told my payment was due that day and would get cut off if payment wasn't received. They couldn't wait a few hours for my payment. Worst insurance company I ever worked with. I mean I would be only a couple hours late not days or weeks. I wonder if a accident happened would you be this fast to pay. Good bye and good f****** riddance

  

  Business Response

  Date: 07/16/2024

  In the case of *************************, he contacted us for insurance.

   

  He was at a dealership and Im assuming they referred him to us.

   

  According to his billing plan, he did not get a grace ****** offered by American Alliance.

   

  He was emailed paperwork which he signed electronically via docusign. 

  
  

  *******************

  President

  HANWAY INSURANCE AGENCY

  **************************************************************

  Office : *************  Mobile : ************* 

  visit us at  www.hanwayinsurance.com

  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21503386
  
  I am rejecting this response because: because you see how ignorant this person are. Keep in mind there is over a million insurance companies world wide. You are not the only one. And with your nasty attitude you going to continue to lose ppl every thing was rush rush with this car dealership. I don't sign nothing. They send it to a email address and that person signed it. 
  
  Sincerely,
  
  *************************