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Freeway Insurance complaints

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7711 Center Avenue Suite 200
Huntington Beach, CA 92647 | Get Directions

(714) 252-2500

http://www.freewayinsurance.co...

Call one of our local offices or 800-777-5620 for our hours and a quote

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Total Amount in Dispute:
$4,746.00

Total Amount Settled:
$412.00

Complaint Experience

92%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

13 complaints against Freeway Insurance closed in last 3 years.

Complaints	Type of response
2	Making a full refund, as the consumer requested
1	Making a partial refund
6	Agreed to make an adjustment
2	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

13 complaints against Freeway Insurance

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2/28/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $44.00 Amount Settled: $0.00

Customer Complaint

1/19/2024

I went online to their website to get an automobile insurance quote and I was misled. I was quoted $56.83 a month for liability insurance through progressive but when I called freeway they told me a different price and it was $95. They said that the price I was quoted online did not show up on their end. But I have proof. This is unfair business practice and I am very upset about it. Resolution Sought Stop the false advertising and stop misleading consumers.

Company Response

2/15/2024

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 customer's expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. According to the records the first quote was delivered on the website. When the insured contacted us the quote changed and it is important to note that insurance rates can change periodically due to factors like inflation, changes in the insurance market, or adjustments made by the insurance company. As the broker agency we do not have access to change any quote since we are basing our prices in what the insurance company quote is giving us. If you have any further questions, please do not hesitate to contact us at 800-960-0036.

Customer Rebuttal

2/15/2024

Well why even give a quote then if it's subjected to change within a hot second. That's very misleading. I wouldn't have never have requested a quote had I known that you wasn't gonna honor it.

Company Final Response

2/26/2024

We are very sorry for the inconvenience, Gwendolyn. However, as the agency we don't have power over the prices. The way quotes works is for all the Insurance Companies not only the companies we work with.

4/30/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $310.00 Amount Settled: $310.00

Customer Complaint

12/28/2023

I got insurance and then found out the next day. That I could not register the card due to Alex and registration until February 2024. The lady ignored my emails and my phone calls when I called her back 2 days after I put the insurance. Which was I got it the 19th I call to 21st in the 22nd. She asked for proof I sent proof and because she didn't put it through when I called and asked her to Friday morning. Some other company picked it up as of today which is December 26th. And now they're telling me it's going to take 6 to 8 weeks to give me my money back. And it only took 30 seconds for them to fake it. So I need something to be done as soon as possible. Because they are still not reaching out to me9th Resolution Sought Money back sooner.

Company Response

4/18/2024

Our apologies for the delay in this request. According to our records, insured was advised since 12/26/2023 that to know any refund information we needed to wait from 2-3 months so the finance company could send the information on the refund amount. We received another call from the customer in 2/08/2024 and the insured was advised that the finance company Strand was still processing the information. We finally received yesterday 4/16/2024 the information from them that there was a refund for $490. The refund was mailed out via check to the customer's address. If you have any further questions, please do not hesitate to contact us at 800-960-0036.

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