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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
10/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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
09/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a current customer, I called to get a ********************** on a new vehicle. I spoke with an extremely disrespectful woman who kept talking over me. She refused to listen to me and continued to talk over me. I called her out and told her to stop talking over me but she just hung up on me.Business response
09/09/2024
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. We provided feedback to the agents who spoke with the customer. Unfortunately, we were not provided with the name of the agent. However, we see that the customer spoke with several agents. The endorsement on switching vehicles was processed on 8/23/2024.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
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased car insurance with this company July 25, 2024. I cancled on July 26, 2024 it hadn't even been 24 hours. I was told I would get a refund within 7-10 day I still haven't received the refund every time I call they give me a different story.Business response
09/09/2024
Were sorry to hear about your recent experience with our company. Reviewing the account, on 7/25/2024, *************************** "the insured", applied for automobile insurance through our agency, Freeway Insurance, with First Chicago Insurance. The total down payment was $338.20 of which $258.20 was submitted to First Chicago Insurance. The fully disclose service fee was $30, and a $50 fee for a towbuster product. On 7/26/2024,insured requested the cancellation of the same policy. The request was submitted to First Chicago, and they cancelled it as requested. First Chicago issued a refund check for $232.33. It is not a full refund for $258.20 since they covered the customer for one day. The agency will reimburse the $80 charged as agency fees and for the additional product. We will send a check to the address on file. 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
07/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
***** shouldnt be a supervisor nor *** our ***** tried calling in to speak about my fathers policy and they was was very rude and disrespectful when ask to speak to a supervisor ***** refused to speak to me and to me thats what supervisor is put in position for when dealing with a business if the CEO heard how this went he would probably fire you because your character doesnt fit for a company thats been in business for 36 years Im so tired of the going back in a circle comment where forget the customer feelings to make your point the only reason to be heard we not paying you to be disrespectful and even though his policy is canceled for five days we will not reinstate with you because of these three rude employees there is and always will be other insurance companiesBusiness response
08/14/2024
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. We have made several attempts to reach out to the customer so that we may review and discuss the issue further unfortunately we haven't been able to speak with her. **************** is top priority and this is not the kind of experience we want our customers to have. We need more information about the agents in order to send this to the Vice President of the area. In order to resolve, we welcome her to call us at ************.Initial Complaint
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 4/24/24 went to Freeway Insurance to insure a vehicle, after I paid $426 for a policy I went to register the car but was not able to. That same day right after no less than an hour and a half later I returned to Freeway Insurance and canceled the policy. Theyvstated they could not refund the policy right then and there and that I'd need to wait a few days. It is now 7/20/24 I have had various calls and have gone various times and I still do not have my refunded money. They continue to say it is corporate who handles but that corporate is not responding. They state they refunded it but I have my bank statements that show they have not done so and at this point have stolen my money.Business response
08/14/2024
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. We have made several attempts to reach out to the customer so that we may review and discuss the issue further unfortunately we haven't been able to speak with her. **************** is top priority and this is not the kind of experience we want our customers to have. We ask for the policy number or phone number associated to the policy in order to locate the account and review this matter. In order to resolve, we welcome her to call us at ************.Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a policy with a freeway agent by the name of ******************************* back on February 22nd 2024. This was for a full coverage policy since the vehicle was financed. I was quoted at $587 a month with a down payment of $847 for the full coverage policy. On 2/23/24 I called back because there was an unforeseen problem and I could not purchase the vehicle I originally wanted which was a 2015 Jeep and ended up purchasing a 2020 *********** ******** told me that she could not tell me what my premium was after the change because I made a change so early in the policy and that I would have to wait to receive my premium in the mail. I never received anything in the mail. Now i received a notice dated 6/24/24 in the mail stating that I do not have full coverage on my car. I called in to find out that I had liability policy since February in error( which was Cheyennes fault) and my monthly payments were actually only $209 for the liability only.My policy was also financed through another company called strand finance who received the incorrect information as well. So when I found out my payments were only $209 in May, I stopped paying because at that point my policy was paid for at least for the next 2 months since I had been paying the $587 for the previous 2 months. But because the finance company strand did not receive the correct information and thought my payments were $587 instead of $209 my insurance was canceled as of June ****** because on nonpayment. I have called multiple times to speak to a supervisor only to be called back on a CELL PHONE not a recorded line by ******** herself. She has tried to give me the run around and has put me in a serious amount of trouble. Every time I call the general number and speak to a freeway **** she calls me to tell me to stop calling. This company has scammed me and cause me to violate my contact with the bank who financed my car. There are a lot more details that I could not fit in this box. Please call **********Business response
09/10/2024
Were sorry to hear about your recent experience with our company. Reviewing the account, on 2/22/2024 ********************************** "the insured", called in and bought a NYIAP Policy for a 2015 Jeep Grand Cherokee Trail Hawk. The next day the insured called our broker saying that she needed her policy changed immediately due to her car getting sold by the dealership. The broker told her while doing the endorsement that this early change could cause an increase, because she went from a 2015 to 2021 vehicle. The insured agreed to that information, knowing that issues may arise.The agency accepted the oversight due to the comprehensive and collision coverage being not placed on the new car. However, after seeing where the mistake was made, our broker tried to resolve the oversight. But the insurance company didnt allow it since the insured missed two months of payments which caused the policy to cancel. On 7/12/2024, our broker and her District Manager tried to reach out to the insured, but the line went to voice mail several times. After that, our agent called the insured using her personal telephone and she was advised that since the policy was cancelled due to non-payment, the company was not able to work and backdate the change. We tried to provide a new policy, however the insured refused to pay for another insurance. 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
07/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
August 18,2023 I was involved in a car accident. During the time I was insured w/liability with Freeway/ Bluefire. Claim#CAN23-0003203 I was at fault. I had $5,000 liability. I am being sued for $10,000. Insurance adjuster: *********************** and or *****. Supervisor ***********************************. I have left several messages with Freeway/Bluefire for months. No return calls. I went down to my local Freeway *** spoke with branch manager *********************** on 6-12-24 he made a complaint through corporate. I was told *********************** ******** would call me back. No call. I have made many attempts to get in touch with someone to please help me. I paid my insurance and need to get whats owed so that I can move on with my life.Business response
07/22/2024
We are very sorry to hear about this situation and the inconvenience. As the broker agency, we don't handle any type of claim however, we contacted the actual Insurance Company Multistate requesting a call back. We were told the adjuster *********************** will call the insured. However, if you have any further questions, please do not hesitate to contact us at ************.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My entire transaction was done over the phone and not once during the call was a broker fee on $185 mentioned! I agreed to pay and confirmed amount of $127 upfront and then an additional $127 in two weeks. The business adjusted the payments to reflect $185 and are somehow justifying the fraudulent charge with a receipt. It does not matter that you have a receipt. I VERBALLY AGREEDED to make a payment of $127! LISTEN TO THE CALL! AND GIVE ME MY MONY BACK!Business response
07/22/2024
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 May 22, 2024, ***************************** the Insured, applied for car insurance through our agency, Freeway Insurance, with Bridger Insurance. The total down payment was $484.74 of which $127.63 was submitted to Bridger. The fully disclosed broker fee was $187.37. In addition, there was a $40 documentation fee and a $15 split payment fee since the down payment was split in two. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The Insured paid $185 at the time of the sale and signed a Deferred Down Payment Agreement authorizing the remaining balance of $185.00 to be charged to her credit card on or after June 5, 2024. On 6/10/2024 the agency received two charge back payment debit each in the amount of $57.37. On 6/27/2024 the agency received the notification that the agency won the dispute after reviewing the documents signed by the insured. After speaking with the producer who wrote the policy, the insured was verbally advised there was a split payment option, and the insured accepted it for the down payment. The insured also signed the application documents including the Broker Fee agreement. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.
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Get a QuoteCustomer Complaints Summary
197 total complaints in the last 3 years.
79 complaints closed in the last 12 months.