Freeway Auto Insurance

So I signed up with Freeway Insurance on 4/26/12. I was as happy as can be that I found and switched to Freeway Insurance. I spoke with Jeamy at the Westminister Freeway Insurance office. She got me all set up and told me that if anything, to contact her. So, it's all going well. Then, I got this letter in the mail stating that my payments would be $225 and that my monthly payment would always be on the 18th. But I signed up on the 26th. The 18th isn't even a month yet. So I called Jeamy, and she told me that she's going to talk to them and that she would call me the next day around 10am.

So the next day came, it's 10am, and I see no missed call or anything. So I called and they said, "She's busy right now. Give me your number, and she will get back with you." So I did that, and I received no calls back or anything. So I went down there and spoke with her, and she fixed it. This last time, I went yesterday, because they just took money out of my account. I called and they said she's not there. So I went down there after work, and she told me "Oh, we will have you switched to the other plan' that I and she had talked about to lower my payments. She said, "Let me talk to my boss, so we can get you switched and get you your money back asap (the money they took out)." So she said, "I will call you tomorrow. So expect my call."

So I waited and still received no calls all day, and they're open till 8. Even my friend called, and they said, "Sorry. Jeamy's at lunch. She's with a customer right now, but she will call you back." All these excuses, and their office is always dead, like nobody goes at all. Like this last time, I just called and someone answered. I said, "May I speak with Jeamy." The guy said, "Yeah, one moment please." Then he got back on the phone and said, "Actually, she's busy; but I can take a message." Like I honestly believe. She's ignoring me or trying to, because every time I go, she's all nice. But when I asked for one call back, I got nothing; and I'm already tired of it. That's not good customer service at all! I should take action and sue!

A few months ago, I purchased a Freeway Auto Insurance, which is by the way Safeway Auto Insurance. It cost me nearly $300 or even more to sign up with a 03 Impala with some decent monthly payments. But the issue here is that they are quick to take your money by constantly bombarding you with these questions, "Do you have a credit card? Do you have a checking account? Are you sure you don't have a checking account?", although I have told them that I mentioned to the agent I didn't have one and that I will come back when I can pay the money. So then, they fed me this line, "Well, you have to do it today: pay like $175 now and within a few days pay $75 or $85."

So when I paid, they tried to within a day, and not a few days, withdraw the money. But before that could happen, I canceled my checking card for a new one and they sent me a letter in the mail so quickly about the failed transaction. But this was the first time I signed up and I paid, though I had no choice if I wanted change from the car lot's insurance, which is about $200 for a 03 dusty car, with peeled off paint and scratches on it. So now I went yesterday with a new car, a 2012, and all of a sudden I get hassled again this time from a new agent with the same questioning about paying with a checking account or debit card/credit card when I already have their insurance. And then after I told him I don't have either, he still insisted.

So he went in the office like for the third time talking to his manager about my situation with paying the same price I stated earlier for the 03 to pay for the 2012. So I said, "I will come back and pay the money on my payday." He said, "Sir, if you do not, I can't guarantee the same quote." So he left again and came back from talking to his manager behind closed doors and he told me if I pay $75 or even $50 or $30 today, and $180 to $200 something in a few days, then I can start up. Then he switched from saying the policy may change to, "I will wait and keep the premium and liability the same when you come back." But during the whole time he spoke gibberish English trying to confuse, but had a very clear tone when it came to getting my money so quickly.

I think for 20 minutes he was trying so bad to make a sale and I asked him why I have to pay this much to add this car and he said, "You have to pay double for the first and last months." But something isn't right with the picture because I had a different agent and I have to pay that same amount for the 03. I am so confused. I know this may have confused someone who is reading because this whole entire process was to me. Sorry.

Horrible service and the people are liars, they play dirty and lie to make you come so they can sell a higher price insurance! I called for a quote and told the guy (Eliot) all about me, my cars and one ticket I have. He asked about how much I pay with Moreno's Insurance through Adriana's Insurance. I told him $98.59 and he said he and his manager will beat or match the price if I bring the policy agreement where it says that I pay that. So I went and then Eliot asked his manager. Rudely, the guy came to the desk where my family and I were and started by saying Adriana's was bad and they sell no rated insurance. He didn't even know how to justify. He could not match the price and that he could not stand by what they offered and promised to me.

At that point, he even got rude and upset when I said that I did not expect to get basically that because I do sales myself, but that I do deliver what I offer and that I expect people to do the same. But he got so angry and said he won't match it just because truly, he didn't have any pricing like that at all. I call that liars and unprofessional people!

I called Freeway Auto Insurance to receive a quote. I was satisfied so I went in to sign the papers. When I got there, I saw the balance was higher and also the monthly payments. I cancelled the next day and asked if I still had to pay the remaining balance. She said no, so I cancelled and now my bill is past due and I went to collection. I am really unsatisfied and will never return to Freeway Insurance nor will I recommend it to anyone, much less give good comments.

Signed up with Freeway Insurance. They wanted $200.00 down payment. I said that was too much. I have $100. She said not to worry. Then I receive a letter from Infinity telling me that they were taking $100 out of my account. I was outraged and called another insurance company. They quoted me only $100 and no more. So I went to Freeway to cancel my policy. They said no and I couldn't get any money refunded and they said I still have to pay the $100. I'm on a fixed income and told them I just couldn't afford it. They said go to the other company and see what they are charging me, then I can cancel. I was only insured by them for 7 days.

I realize they are to get some money for their services and that's fine, but not $200.00. I also looked at my payment plans and it states $39.88 for 11 months which totals to $438.68. My premium is for $353.00 plus $1.80, so there is another $85.68 of costs to whom? After I called corp. and explained what happened and they said no refund, I was really mad and hung up. I did tell them I was filing a complaint. About 10 minutes went by and she told me that they would be nice and take $50 off the $200. So it's still $150.00 for 7 days. No way. The agent never explained anything to me and she did say I have 30 days to cancel.

On Friday, 2/3/12 I called Freeway Insurance to report my car was hit overnight in front of my house. The representative Collette was not friendly. She said I would get a call within 2 business days. I called on Monday, 2/6/12, to remind them and another unfriendly, unsympathetic representative told me I had to wait 2 business days. I called again on Tuesday, 2/7/12, and I was told it was not the end of the day and that I would get a call back. The end of day arrived and I never got a call.

On 2/8/12, I called at 8:25am. I explained the situation to Patricia and she said I would get a call from the adjuster today. I insisted to know the time. She placed me on hold and said I would get a call between 12-2pm. Mind you, they close at 4:30pm. At 2:07 pm, I called and Patricia told me the adjustor is Fong and she would transfer me. I thought I would finally speak to him. Instead, I got his voicemail. I kept calling for the next hour and I just got his voicemail. I called back and Patricia answered. I told her I want a supervisor. She transferred me and I got a voicemail that said it's full and I cannot leave messages.

I called back and demanded to speak to a supervisor. I got one, Doug who says Fong is having trouble with his phone. Doug told me that Fong would return my call. Fong did call me and took the same statement I gave on Friday, and told me I would get a call from an inspector. Fong said once the car is in the shop, I can get a rental. Imagine my frustration I do not have a second car. I have been borrowing cars or getting rides to get by and this company takes their sweet time to honor my claim. They have been collecting my premium on time but have not been servicing me on time. This is very poor quality insurance. My car is not drivable and they could care less. This is definitely not a professional car insurance company.

I went into their offices on La tijera on 11/ 9/11, needing insurance. The CSR, Michael **, quoted me $60 a month for my vehicle with $100 down and $57 to be brought in the following week and in additional an additional $200 to be paid in on 11/23/11 after signing forms. I considered two things: 1) That was too much money to pay in a month. 2) He didn't give me copies of all documents I needed. I went in on 11/16/11 to cancel the policy and that I received a better insurance with another company. On 12/2/11, they deducted $200 out of my account via my debit card. When I called them on Saturday 12/3/11 at 4:30, they were closed.

I called on 12/5/11 and explained to a " Sylvia" the situation and she hung up on me. I called back and spoke with "Lydia", I explained what happened and she said I could not be refunded my money. I said I cancelled my policy on 11/16/11. I made sure to get a copy of that. She said it was for services rendered. I said, "What services rendered?" I only had the policy for a week and I cancelled because it was too much money. I then requested to speak to someone higher up. I spoke with Joel who basically repeated what she said.

I said, "Look, you have 127 complaints with Better Business Bureau. I just looked your company up right now, do you want to make me the 128? He was rude and replied, "I don't care ma'am, you're not getting your money back." He continued to say that if anything, you still owe us $ 77. I said for what? I cancelled on the 16th of November. He then continued to say, "Sorry, you're not getting your money back."

This company is full of scam artists! I went into the Garden Grove office and with Tatiana. She quoted me a price for insurance, at the time I informed her it was too high. I had recently been laid off and couldn't afford high insurance. She came up with another quote, then asked for $280 down, telling me that it was a down payment. I said it was too high I didn't have that, so she said we will make two payments.

She took the first payment. The next day, I went to AAA to pay my registration. They showed me that I was being overcharged. So I called to cancel. Freeway gave me the run around and said I could not cancel, that those were non-refundable broker fees. I told them I was not informed of that I have all of my paperwork. She says I signed a paper acknowledging it. I then asked for a copy and the agent said she would email it to me.

I informed them that I was letting my bank know not to honor any charges from Freeway. I wrote them a letter and faced it. So Freeway never attempted to charge me, then today I received a letter stating it was going to collections and it was being reviewed for fraud. If it continues, looks like I'm taking Freeway to court!

I was told I would be getting insurance on the phone by an agent named Gana at freewayinsurance.com. She quoted me a policy for $39 a month.

I just got a bill in the mail for another $80 and the actual policy I received in the mail is showing it is $59 a month. And I am being forced to carry uninsured motorist, which is not a requirement in my state. I have contacted Freeway Insurance and have had no reply from them.

I am filing a complaint with the California Department of Insurance. I will be informing my bank not to honor their electronic payment since I have seen they steal money from people. I am disabled and this is just one thing I got to worry about. I bought this policy online through their website.

This is a follow-up from yesterday's statement:

At 8:50 a.m., another representative from Freeway insurance called me and stated that my money would be returned to me. However, it will take two weeks before they could issue me the refund. I'm glad that I'm getting a refund back but this is outrageous and unfair. For me, to wait for two weeks to get my money back, which they were not even authorized to take, is wrong.

I enjoyed dealing with the previous agent named Sal. He was more interested in giving great customer service than making a dollar off of someone. People like him keep consumers coming back for more business. Unfortunately, nowadays, businesses don't realize that. Needless to say, I will no longer be dealing with this company at all. I will be taking my business elsewhere.

On August 8, 2011, I went down to Freeway Insurance to cancel a policy on a vehicle of mine that was recently stolen. After canceling the policy, I asked the representative if he could give me a quote on a my truck which was previously insured by them earlier this year. After the representative quoted me a monthly payment ($5X.XX) and a down payment ($311.00), I informed the rep that all I wanted was a quote and that I did not have any money at the time to open a policy. The rep insisted that I get the policy because he said that the rates would soon go up.

I decided to get the policy and the rep informed me that he would debit both amounts at different times. One amount ($180) would be debited on 8/12/11 and the remaining amount ($131) would be debited on 8/22/11. The rep never told me I was signing a contract nor did he ever informed me that any of the amounts were non-refundable. The rep basically told me just to sign and date some documents. After an hour, I left Freeway Insurance with a "proof of insurance" certificate. On my way home, I looked at my certificate and noticed it had an effectivity start date of 8/12/11. The rep never once told me that my coverage would start on 8/12/11.

The next day (8/9/2011), I called the office and spoke to the same rep and informed him that I would like to cancel the policy and request a refund due to my truck not working. The rep informed me that it was impossible to cancel the policy and that I would not be issued a refund. I explained to the rep that my policy has not even been activated yet and will not be effective for another 4 days so there is no reason why I would not be able to cancel it. The rep assured me that it could not be done and that I was "stuck" with the policy. Having been a Freeway Insurance customer for 5 years, I felt betrayed and cheated. So after I got off the phone with the rep, I called their corporate office and spoke to a CSR. She informed me that only the Office Manager (Pat) could cancel the policy and issue me a refund.

I called the office back and spoke to the same rep and requested to speak to Pat. The rep informed me that she was not in the office and that I was wasting my time trying to reach her. The rep told me that she was going to tell me the same thing he has been telling me. After disconnecting the call, I called back and left a message with another rep for Pat (office manager) to return my call. Later that day 8/9/11 around 5:15PM, Pat returned my call and I explained the whole situation. I also informed her that the corporate office referred me to speak to her directly. Pat (office manager) informed me that she would cancel everything, however she would need me to come into the office to sign a cancellation statement. I informed Pat that I would stop by tomorrow (8/10/11) after work and sign the document. Pat informed me that she would be there waiting for me.

The next day (8/10/11), I stopped by Freeway Insurance and met with Pat (office manager). She had me sign a cancellation statement and informed me that everything would be canceled and she would like for me to return when I need insurance again. Pat also assured me that I would not be charged anything and that my debit transactions for 8/12/11 & 8/22/11 would be canceled right away. I thanked Pat and left the office. On 8/12/11, I was not charged anything and felt confident that everything was canceled. On 8/22/11, I went to my bank to withdraw some money to buy groceries and the teller informed me that the amount I was requesting was not available. After checking my check book, I knew there was some mistake. After checking my online account, I noticed that earlier that day Freeway Insurance debited a total of $131 from my account.

After leaving the bank, I went down to the Freeway Insurance office and asked to speak to Pat. I spoke to her and explained what had happened. She informed me that she canceled everything and that she didn't know what was going on. She also stated that I would be getting a call from the corporate office within 24-48 hours regarding a refund. I asked why this happened after she assured me that everything was okay and she stated that she didn't know. After leaving the office, I called corporate and they were already closed.

The next day (today 8/23/11), I called corporate and explained the situation. The CSR informed me that she would look into it and get back to me tomorrow. I explained to the CSR that I need my money back and that it was very important. Earlier today after speaking to the CSR, I received a call from another rep (Luis) and he informed me that I would only be refunded a total of $75 and that I still had a remaining balance of $180. I explained to the CSR that I was assured that everything was cancelled and he agreed that it wasn't fair to me that this was happening. CSR said he would forward the case to management and I would get a call later on.

As of 12pm today, I'm still waiting to hear from them. I feel that everyone is giving me the runaround and not giving me any results.

May 25, 2011, we went to Freeway Insurance so that they can give us information of the costs to insure our car. Jose ** explained us our monthly payment will be $250.11 and we need to give him a deposit from $630.04. This amount, which serious reduced of the total of the policy cost, and the first month, we paid $317.57. We called to know what it was and they said that was because the agent put two years management experience. When alone, the policy holder has a management record monthly, for which the agent altered this information and the consequences for us is that this $630.04 that we paid, we were told it's not to be returned because it's the agent's cost who did the deal.

They never explained us that the money was for him and neither a copy was given to us that those charges they were charging to us will be given to the agent Jose **. He told us lies and now, we cancelled the policy. But the important issue is that we lost $630.04 deposit and $317.57 for the first monthly payment. The total that we lost is $947.04 in one month. It happens when companies have bad workers and employees that are liars.

I went in to Freeway Insurance on Sept.1, 2011 to get auto insurance. I sat down with Luis ** who gave me a quote of $180 down payment and $60 to start the policy and asked if I have a credit card. I told him I did not have a credit card, only a prepaid card debit card which is for my daughter's disability use. He said that was fine, he just need it for his records. He agreed for me to make payments on the $180. My first payment will be on the 25th of September for $50, which I went in and paid with no problem.

Now on Oct.1, 2011, I went in to pay my monthly bill which was like $57. When I went in, I said I'm here to pay my bill. The lady at the desk asked me to sign in and have a seat. I did not sign in because there was no pen to sign in with so I just sat down. I think that ignore her so she had me sit and wait for a good 15 minutes just for me to give the money order to her. Then I asked her again if somebody can help me. There were three men just sitting in the back talking and a man outside smoking. They were so rude. Anyway, I left the store and went somewhere else to start another policy which started on Nov. 1, 2010. I cancelled Freeway.

I did not hear from them until the middle of October, wherein I told them I have insurance somewhere else because they were rude to me. On Jan.1, 2011, they debit my card without my permission for $130, which I would like be returned to me. The agreement was I pay on the $130. The card was not supposed to be used. So all together they took $240 from me for one month of insurance that's a scam to me because that was not the agreement. I'm a single mom. I can not afford to pay that and I would like my money back.I gave permission to debit my card for one dollar only.

To make a long story short, I canceled my old insurance for a new one, paid them out-of-pocket in full and my old insurance is sending me to collections. Freeway Insurance said that they would pay that cause I paid it, and still, they have not paid my old insurance. Abraham ** License no. ** has been saying, "Yes, yes, I paid it." And then he sends me out to come back another time. This has been going on for about 2 weeks.

I met with Ms. B. to purchase auto insurance. When meeting with Ms. B., I explained that I would need road service and towing. Ms. B. assured me that if I provided her with an additional $40.00, I would be covered by AAA. As requested, I provided her with the $40.00 for AAA. This complaint is being submitted for me by my counselor because my primary language is Spanish. It should be noted that all of the documents provided to me were written in English. Ms. B. does not speak Spanish.

Several days after purchasing Freeway Insurance, I received in the mail a notice that I would need to pay AAA $49.00 a year. I traveled to the Freeway Office and requested a meeting with Ms. B. to discuss this matter. She said: "Just a few minutes" and did not come back to speak with me for more than 45 minutes and only after I asked to speak with her again. Ms. B. spent only a few seconds with me and stated that "I am in the middle of my work and you can speak with a Manager".

I sat down again and waited a few minutes and spoke with the Manager and was informed that they do not offer AAA. The manager spent just a few seconds with me and dismissed my charges that her associate, Ms. B. had taken $40.00 from me for what she stated was AAA. I was told there was nothing they could do and I was finally summoned into the office and thought my issues would be resolved. What they did was sent me into an office with a Spanish speaking individual who informed me that there is nothing they can do. It should be noted that I had been a customer for several years and in good faith had believed what I was told about the AAA insurance. The Spanish speaking employee stated: "I will go get my manager."

A woman who identified herself as the Manager assured me that Ms. B. has worked with her for approximately 15 to 20 years and has never been accused of doing anything like this in the past. I started using a loud tone as she was dismissing me and informed me that I would need to pay an additional $80.00 for towing and road service. It should be noted that until I spoke with my counselor and discussed the problems associated with this company did I realize that they are charging a broker's fee of $202.40. The information in the contract is written in English and there was no one there to translate the information or provide me with a copy of these documents in Spanish.

I am a disabled man who has not worked since 2007 and feel much cheated by this company. I have six children, no job and a wife who does not work. The money I feel they stole from me is critically important to me and my family. Additionally, I was treated very disrespectfully and kept getting ignored and then finally handed over from person-to-person after extended periods of time. I am requesting that they terminate the contract. I have asked my bank to dispute the $520.00 that was placed on my credit card. I request a full refund as they misrepresented information, did not provide me with any services and, I believe are cheating those who are unable to read, write and speak English.

I went to her office to get a copy of the promissory note. To my surprise, the entire promissory note was forged. My initials and my handwriting was forged. I brought this to the attention of Beatrice M and she also agreed that the promissory note was forged.

A couple of weeks went by and I received another letter informing me that my case was now in collections and that the credit bureaus were being contacted in order to decrease my credit score.

I contacted the corporate office and they informed me that they were no longer going to waive the amount on the promissory note. In fact, they told me that Beatrice M claims she never acknowledged that the promissory note was forged.