ComplaintsforFreeway Insurance

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called 4-17-24 in regards to my insurance being canceled. The agent ********************* made it very clear Aspire insurance will not take me back and I had to start a new policy. I agreed to start a new policy with ***. Something was off I decided to contact aspire turns out all I had to do was remove one vehicle and make my payment to continue to be with them. So I went ahead and did exactly that. I contacted freeway to notified immediately to cancel new policy. They lied *** was the only one who was able to cancel this policy for me. Kept getting transferred to *** each time with no luck took me about 2-3 days to finally get a hold of ***. I signed documents to cancel the new policy with Infinty. I was told to give it about 2 weeks for my refund. I made sure it was a full refund as they wanted to keep broker fees. Two weeks later Im calling in regard to my refund to my surprise no one is aware. I contacted my bank started a dispute. I tried freeway a lady from billing department who explains to me *** never sent out any documentation, he started it. She shares he was trying to cancel aspire and not infinity when I made it very clear from the beginning I dont want the new policy. She helped me start the process to cancel infinity and gave it a couple days. 5/1/24 received my full refund. I though I was good to go and no more worrying about a second policy. I kept paying for aspire made a payment 5/20. Im trying to make my payment 6/20 and my policy is canceled since April/17. Just wow. waisted all my morning trying to speak with someone capable of helping me. I was transferred around each and every department for 3 hours. I was told *** sent documents with my signature to aspire to cancel per my request and theres nothing that can be done but start a new policy. Seriously What kind of business is this all you care about is broker fees and taking our money. I was paying for an insurance that was canceled by your own broker *** that was signed on 4/19.

  

  Business response

  07/05/2024

  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 April 17, 2024, *************************** "the insured", applied for car insurance through our agency, Freeway Insurance, with ****** Infinity Insurance. For this policy, we received $202.45 as down payment, of which $92.45 went to Infinity and $110 were part of our agency fees. The insured agreed and electronically signed the documentation thereby agreeing to the terms. On 5/10/2024, the agency received a chargeback dispute notice from the customers bank institution. We forwarded the information to them however, on 5/13/2024, the agency lost the dispute and the payment for $202.45 was returned to the insured by her bank. The agency was left in negative a total of $92.45 (due to the down payment being processed using the agency account). From then on,our collections department made attempts to collect the missing funds. On 6/20/2024,we received a call from the insured requesting to know if the Aspire policy could be reinstated but our CS representative advised that since she signed the cancellation form the policy couldnt be reinstated. Insured asked to speak with a supervisor and she was transferred to one. Our supervisor was able to void the Infinity policy as the insureds request and, she was helped with the refund provided by Aspire Insurance. Infinity Insurance advised that they reimbursed the insured a total of $92.45. As a gesture of good faith, the agency removed the insured from collections even though the insured received a refund from Infinity that she was not entitled to because her bank already reversed the total payment she made. 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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a flat tire on 6-4. I called Progressive Insurance on 6-5 to schedule a tow. The agent said the average is 90min-2hrs. I clarified with the agent I needed to schedule a specific time he said yes. He took all my information and at I asked again if this would be at the specific time I asked. He said no, that would start the process and it would be 90min-2hrs later. I told him this was the opposite of what I asked. I told him to schedule the tow now and I'll make the time.I called 20 mins later spoke to a woman who confirmed the tow order was set. 2 hrs later I call and get xferred 2 times to find out there was no order placed after all. This made it impossible for me to get the tow done today, and I had to find new plans to get to work.I called progressive back and told them I wanted a full refund as I was not getting the services I paid for. I also had not heard back from the $500 collections claim Progressive said they were processing from the uninsured driver that sideswiped me 2 years ago. The office handling that claim does not answer the phone, and does not return voicemails or emails.Again, I told progressive I wanted a full refund. Progressive denied even a partial refund. I told them I am taking my business elsewhere, and cannot stress enough: DO. NOT. DO. BUSINESS. WITH. PROGRESSIVE.

  

  Business response

  06/21/2024

  We are very sorry to hear about this situation and the inconvenience. We were not able to locate a policy being opened through our agency Freeway Insurance. We have contacted the Insurance Company Progressive and they have advised that the policy was written directly with them. Please refer this complaint to the correct entity since we are not the written agency for this customer. 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a customer of US AGENCY/ ******************** since 2010. In 2022 they put the wrong vin number on my policy. In 2024 when I went to renew my license the *** informed me that my vehicle hasn't had insurance since 2022. It took weeks just to figure out they had the wrong vin on my policy. I asked them to correct it several times stating April 3 all the way til the last day may 1. They strung me along all month claiming they fixed it, and I have to wait 72 hrs...each time they never did. I basically paid for insurance that I did not receive had I been pulled over they could've impounded my car. Had I been in a wreck I would of been screwed. To this day I'm paying over 1300 in fines.

  

  Business response

  06/06/2024

  Reviewing the account, on 4/30/2024 ***************************** "the insured", contacted us the agency to change the *** # of a 2014 ****** Rav4. According to the notes, the insured told the agent that we had the incorrect *** #, and that it was an agency error that he had to pay fees to the ****** of ***** Vehicles of LA for having the vehicle uninsured since 2022. After an extensive review our findings are the following: based on the *** # provided by the customer on 4/30/2024, the vehicle 2014 ****** Rav4 *** # ***************** was insured with our agency through two different insurance companies from 11/05/2021 - 1/02/2022 (policy OLB0021872), from 1/05/2022 - 7/05/2022 (policy *********),and from 7/28/2022 - 12/23/2022 (policy *********). On 1/31/2023, the insured visited our office and purchased a new policy ***********) for a vehicle 2014 ****** RAV4 XLE ***: *****************. All the driver and vehicle information were collected from the insured, and he signed everything physically. That policy was active until 4/29/2023 and, after that, on 5/02/2023 (up to 11/02/2023) the insured purchased the policy #OLB0184056 with our agent over the phone. Once again, the vehicle information 2014 ****** RAV4 XLE ***: ***************** was collected from the insured. On 11/02/2023, the insured purchased a policy (OLB0212266) providing the vehicle information 2014 ****** RAV4 XLE ***: ***************** and on 4/30/2024 insured called us to update the *** #. We dont see any wrongdoing since all the information was collected from the insured and we have signed documentation.Moreover, the insured got different policies providing a different *** # and, at any point, he disclosed having the incorrect vehicle. 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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my car had flooded in the beginning of may, and i have been waiting on an appraisal for a total loss for 2-3 weeks. why does it take 2-3 weeks to determine the cost of an older car? *** already been able to save up and buy a new car, thats how long theyre taking. i have been insured with them for 2 1/2 years ever since i started leasing the car, and they are aware of this. tried to get ahold of my inside adjuster 5x all day yesterday and today, and my calls keep getting rejected. this is very unprofessional. i have 2 car notes right now and would like the first car to be deemed a total loss, like they said it would, 3 weeks ago.

  

  Business response

  06/21/2024

  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 ******** MGA to verify more information regarding your claim, and they advised they are working on this. Please refer to them at ************ to verify more information. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into a local Freeway insurance office in ******* ,I spoke with an agent and she helped me with a quote. I told the agent that I wanted full coverage insurance so we went with the best that suits me which was suppose to be full coverage. We then began the process I gave her the *** NUMBER she proceeds with the claim but I notice the insurance card information was wrong and Iet her know that the info was incorrect on my insurance card stating she would fix it. I paid her the down payment for full coverage insurance and gave her all my information again .This time my card was correct and everything matched, we then went outside and took pictures of my vehicle because this is a process of getting full coverage auto insurance. We then shook hands and went over the policy terms and went on with our day. Unfortunately a few days later I got in an accident and contacted the insurance company and to my surprise they stated that I had liability. I'm knowing I made sure I had full coverage so I contacted the freeway insurance office that I purchased the insurance from and we went back over the policy with the agent who proceeded to tell me there must've been a computer error and she'll take care of it and dig deeper into it. She never canceled the policy out from the error she made with my first insurance card I learned she put my car down for liability instead of full coverage. Freeway said they would be more than happy to fix the error by helping fix any damages and completing my vehicle policy the agent screwed up knowing I don't own I am still financing my car, claiming to have fix the error she made but she didn't she started a new policy where I got liability but I paid for full coverage now this messes with my G A P insurance policy and I'm out of an car. it has been since February and Freeway Insurance is still giving me the runaround, every time I call they tell me a specific rep whose handling the case will call back and it has yet ti happened.

  

  Business response

  06/21/2024

  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. This matter was sent to our upper management department to be reviewed. We have been in contact the insured since February this year. Customer provided proof of the payment the third insurance company made to him. Right now, they are reviewing the receipt. This communication is to advise, we are still working on this matter and we will follow up with the insured as soon as possible. However, if the customer has any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 7 I walked into freeway insurance to make a payment I was 2 days late for when I asked to make a payment was told I couldnt make a payment because I was late so my insurance was canceled the employee said I he can get new insurance for but only for one of my cars which was ****** for every 6 months which I said there no way I can get my old insurance company to get my payment he said no that it was to late and this was cheapest rate I had 2 cars in my old insurance for less but he said no company would take my other car so I took the plan since I couldnt make a payment on my old insurance and he said this was the only way I could get my car covered the following week my old insurance called me saying I had a payment due and I told them I was told by the broker that the insurance was canceled and couldnt make a payment and had to get a new coverage which I was informed was a lie that in California you have up to 30 days to make a payment and keep my rate that the broker was just trying to make a profit of the brokerage free to call and flat line the insurance and cancel to get my money back so I went freeway insurance and told them they lied to me to get a new insurance and to cancel it and than they canceled it and from the ****** I only received 432 by the mail I called today May 23 and why I only received 432 and was told that I cant get the brokerage fee back which was 360 dollars because it was 7 days it took my to cancel all I want if brokerage fee money from them because I was lied to and scam for my money I never would have got a new insurance if I wasnt lied to and trick into getting a new car insurance plan from freeway insurance they said there nothing I can do that I can complain but there nothing they can do since I sign a contract that I was lied to to sign

  

  Business response

  06/05/2024

  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 spoke with the customer on 5/29/2024 to advise him regarding the refund for $401 and about the break down of the down payment. The funds were reversed to the same CC used for the policy and we are attaching the proof. 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

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I constantly had issues with payment since I had tried to prepay days before the due date they took 100 dollars and didnt make my payment then when I went in locally they took a whole different payment telling me it was the new payment only to find out the policy wasnt what I thought I had & i tried to cancel it it wasnt even there 30 minutes I had given her ********** would not give me my money back she kept it.

  

  Business response

  05/28/2024

  Were sorry to hear about this recent experience. **************** is highly important for us, and their feedback is important to keep growing. Reviewing the account, on 4/06/2024, the insured contacted us to renew the policy for another 6 months. The payment made was for $363 of which $305 was submitted to Aspen MGA (the insurance company) and a renewal fee for $58.Insured contacted the insurance company directly to cancel the policy on 4/07/2024 and they cancelled it. The refund amount provided by the insurance company Aspen was a check for $243.05. As the agency, we refunded the renewal fee of $58 and we also sent a check. According to the records, the insurance company issued a pro-rated refund because Ms. ****** was insured for one day. We trust the information is responsive to your inquiry. However, if the customer has any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original date of transaction over phone: was 3:/21/2024 When I received the information which was like four weeks later, they have the wrong car with the wrong vin #. I called them. They said I know you and I had already paid them. $475 for what I dont know theres another thing that came out after that, I guess which I did not know the freeway Insurance is a broker when I call them back. It was a person who didnt speak English very well and was very adamant about the amount. I paid for 475 and he kept saying thats not your money thats not your money. Well I dont have any insurance and its all on the wrong car. I need you to investigate this company , I want my money back and I dont even know about this Aspire is th actual insurance company. And I paid them $187.00. What does that mean? Charged my checking account on April 20 again They have wrong vehicle with wrong vin #My guess this scan and got scammed I demand my my money back asap and file suit against Freeway insurance services America, LLC ***********-S ********. 7711 center ***************************************

  

  Business response

  05/20/2024

  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. Reviewing the account,on 3/21/2024, ************************* "the insured", applied for car insurance through our agency, Freeway Insurance, with Aspire General Insurance. The total down payment was $475 of which $216.19 was submitted to Aspire. The fully disclosed broker fee was $218.81. In addition, there was a $40 documentation fee. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid the total $475 in front. Based on the information provided by and collected from the insured, the vehicle quoted was a 2010 Audi S4 Quattro *****************. The agency and the Insurance Company havent received a call or email from the insured requesting us to update the *** #. On 4/15/2024,we received a card dispute for the total down payment of $475. We provided the documents signed by the insured to the insureds bank institution. However, we lost the dispute on 4/17/2024. Insured is currently in collection since the agency needs to collect the payment made to the Insurance Company as down payment. In order to update the *** # we need a copy of the registration, and it will be updated the day it is received. We are attaching the documents the insured signed agreeing to the information. 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

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Very poor service from the company - needs to train the customer ******************** agents better and offer more than just 'one fits all' approach to insurance needs - I paid a hefty broker fee for car insurance and $498/ month for the policy - this is not affordable and when I called to talk to my rep about lowering, I got significant push back and the only option she gave me was 'let me just cancel your policy' That is not the solution and when I stated 'I will find another company to work with' her response was a very rude hangup

  

  Business response

  05/06/2024

  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. Reviewing the account, the discounts are provided only by the insurance company. As the broker agency, we do not offer or apply discounts. According to the records, the discount you had on the policy were automatic payments, paperless and anti-theft on the vehicle 2021 ****** Rav4. We are very sorry that there wasnt any other discount available. Right now, the policy is cancelled due to the insureds request on 5/02/2024 and a refund check for $211.47 will be mailed out by the insurance company on 5/13/2024.We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer response

  05/06/2024

  Refund my 'insurance broker fee

  

  Business response

  05/28/2024

  We are very sorry for the inconvenience however a full refund of the broker fee cannot be issued due to ******************** being insured from 12/18/2023 to 5/02/2024. As gesture of good faith we have requested a refund check for $100 from the $200 broker fee the agency charged and that the insured agreed upon inception. Refund check will be mailed out to the address we have on file. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid 459 for full coverage on new vehicle they canceled me saying I had to pay another payment but never called or emailed or took responsibility for mistake I am just finding out that I have been driving with no insurance since that first day I made a payment now they left me and kids with out money or insurance and I use my vehicle for kemo therapy

  

  Business response

  04/18/2024

  Were sorry to hear about your recent experience with our company. Reviewing the account, on 3/01/**************************** contacted our producer to remove the vehicle 2011 **************** and replaced it for a 2012 GMC Terrain SLE. The endorsement down payment was $450. Insured was verbally advised that the payment made for $450 was exclusively for the change. The due dates were every 21st of each month and the insured was already late in payments. Prior to the change made on 3/01/2024, the last payment insured made was on 2/03/2024 for the month of January (since she was behind one month). The due date for February was 2/21/2024 and the insured had 15 days to make the payment and avoid the cancellation. This is not the first change the insured made to her policy and previously she was also advised that the payment she was making was for the change only. As a gesture of good faith, we are offering a new policy with no service fee (insured would pay only what the finance company would request). 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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