Complaints

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is fraudulent and I was scammed for $200 by them. If you check their ****** reviews, this is a more than common complaint. It's apparent this company is crooked and they should be shut down.

  Business response

  08/14/2024

  Were sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on 7/03/2024, ***************************** "the insured", applied for car insurance through our agency, Freeway, with National General Insurance. The total down payment was $337 of which $81.57 was submitted to National General. The fully disclosed broker fee was $200.43, $40 documentation fee and a $15 split fee.The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid the full $137 in front and authorized the remaining balance of $200.00 to be charged to his credit card on or after 7/17/2024.The agency made multiples effort to collect the missing funds until 8/02/2024 when we were able to charge the amount. On 8/12/2024 our agency received a dispute from the insureds bank institution. We provided proof that the insured legally agreed to the charges, and we are still pending on the resolution. We are enclosing the application and the competition certificate. Due to the dispute in process, we are unable to remove the insured from collections until the dispute is closed as satisfactory for the agency. If the dispute is closed and the insureds bank decides to return the money, the insured will be left in collection for $200.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

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reached out to *********** because I needed car insurance for my vehicle. ***************************** assured me that I can get full coverage on my vehicle. She gave me a quote for liability coverage. I had to pay a down payment which up totaling to $625.55 plus the initial payment. She then said to give her a call after two weeks to switch over to full coverage since they can't get me in to full Coverage just yet. I tried contacting her after the two weeks. I emailed her, sent her a text message and no reply! I then contacted cost u less directly and ********* told me they don't offer full coverage. It all made sense. ****** wanted to get commission for selling false advertising car insurance and then once she received my payment she ghosted me. ********* gave me a number to reach out to see if I can get a refund. I contacted them and long story short they only refunded me $100. Had I known I couldn't have full coverage ! would've never wasted my time and money into this company. My vehicle needs full coverage and l obviously wouldn't buy into this if I knew they didn't offer it. I'm beyond disappointed with the service and quality of this company. I will be reaching out to the BBB in regard to this because it's false advertising. This is wrong and needs to be addressed. I want people to be aware of this issue because it can happen to you with ***************************** advertising falsely information and stealing your money.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sought car insurance with Cost u less under the impression that I would be purchasing my policy directly from their company. When I spoke to my "Agent" Ms. ******************** she states she would be my agent for the life of my policy and that if I needed anything I would just need to come to her. Well I received and signed the paperwork made my payment and I thought I was set until my next monthly payment. the payment that came out from my account was listed as " cost u less". However when I received a separate attempted charge was made on my account by " Bridger" **********************. this was when I got suspicious and went back through my paperwork. During this time I reached out to cost u less to inform them I would be behind on payments due to some financial difficulties which they agreed to work with me through. Now during this time I noted bridger insurance tried to charge me AGAIN which is when I became even more suspicious. If I just made an arrangement to make my payment on a later date why and I still getting charges the same day I spoke to them. I did some more digging and noted that they have a history of not explaining that cost us less is a broker and not the insurance provider to their customers and I was just the latest in their long list of scams.

  Business response

  04/23/2024

  Dear Better Business Bureau,
  
   
  
  We are sending this email to acknowledge we just received the notification of this complaint.
  
  Were sorry to hear about this recent experience with our company. **************** is highly important for us, and their feedback is important to keep growing. Reviewing the account, on 12/28/2023, ***************************** "the insured", applied for car insurance through our agency, *********** Insurance, with Bridger Insurance. The total down payment was $370 of which $157 was submitted to Bridger. The fully disclosed broker fee was $173 and a $40 documentation fee. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid $170 in front and there was an authorized remaining balance for $200 to be charged to his account on or after 1/10/2024. On 1/30/2024 the insured called us to make a payment of $50 from the $200 she was owing leaving her with an outstanding balance (of the down payment) of $150 (to be charged to his account on or after 2/14/2024).
  
   
  
  The policy was completed via telephone and electronically. All documents were sent to the Insured via email and verbally explained. The insured was asked to review all documents for accuracy and electronically sign and return the documents. Insured electronically signed two sets of documents: the insurance company application and the agency internal forms. Insured was advised she was signing with a broker agency and that she was going to be insured through Bridger Insurance. As a gesture of good faith and due to the inconvenience, the agency decided to remove the balance due of $150. According to the Insurance Company the policy cancelled on 2/04/2024 due to non-payment. 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 ************.
  
    
  
  Best Regards,
  
   
  
  
  ***************************
  Escalation Specialist & Customer Care
  
  *************************** *****************************************
  
  T ************
  
  F ************
  
  E **********************************************************
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had auto insurance through AAA for 3 yrs so in July 2023 I bought a motorcycle I called them to add my motorcycle to my policy. The tell me they dont do motorcycles and transfer me to someone that works with them to insure the motorcycles I was like ok cool. Trusted them to send me to a honest business. So I talk to the guy thinking Im talking to the insurance company he sells me a policy for the year for ****** I was happy . Then today 5 months into the policy I sell my motorcycle and I call them to cancel. They tell me I paid ***** for the premium and I was getting 57. Refunded. So I went to the bank and got my July statement and there it was a payment of ****** so I call them back and tell them there is no ***** charge on my statement only the 387. Then they say well 290. Was for fees . I ask them fees for what ****** on the phone says for DMV fees and stuff. Well needless to say I was on the phone all day . AAA says sorry we didnt write the policy . The insurer was progressive . I call them and they say sorry you only paid us ***** so your refund is *****. I find out that cost less is a broker. Never heard that before didnt know what it is and they were keeping my 290. For broker fees. I thought I was talking to the insurance company direct and they just let me think that. They never verbally said they were a broker and their fee was 290. ******************** is very shady and dishonest. Total crooks .i am 60 yrs old and have been dealing with car insurance providers for years . I have never not gotten my policy through the provider directly. These people are ripping off hard working people and no one involved will help. AAA is sorry. Progressive is Sorry . And Im very sorry because I got robbed for ****** dollars.

  Business response

  12/06/2023

  We apologize for the experience the customer has with our company and have resolved the customers concern. Cost-U-Less or Freeway is the broker agency and the customer was direct to us from the other Carrier. We are sorry if there was a misunderstanding on our business and thank you for the feedback. A refund for $190 was approved due to the misunderstanding. Customer was advised of this and she did agree. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer. Should the customer want to discuss this issue further we welcome her to call our office at **************.

  Customer response

  12/15/2023

  On 12/7/2023 I received a phone call from cost u less. The gentlemen said his supervisor asked him to call me and make me an offer of ****** refund to resolve this complaint. I thought about it and said yes I would take the ****** refund and that would leave ****** for them. The gentlemen then told me it would be 5 to 7 business days . I told him thank you. Well here it is 12/14/2023 and nothing . I called cost u less and got the big run around. Today ***** said that it was coming in the mail and I will get it next Friday. That would be 12/21/2023. These people are terrible . You certainly cant trust them to do what they say. Stay clear of this business unless you like being robbed.
  Sent from my iPhone

  Business response

  12/20/2023

  Thank you for the feedback and we are sorry for any further inconvenience. The refund for $190 was requested to be mailed out to the address on file since the customer mentioned the card on file was no longer active. We are sorry if the refund took more time since December is a busy month for post offices. Should the customer want to discuss this issue further we welcome her to call our office at **************.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into cost u less insurance company in ******* ** and spoke to a broker named ********* about car insurance. And I was told there was **************** insurance in **********. So being that I have not been driving in over 47years I believed her. But I found out that she had applied insurance for a car Ive never had nor seen. And at some outrageous price this was on 7/19/2023 for a ******* Elantra 2015 vin# ***************** for the cost of $ ******. And when I bought a **** Fusion 2006 I went to get a policy for uninsured motorists and liability I paid a additional fee $329.37 . And when I questioned her she said that was how it works. So I paid her cash on 8/14/2034 I paid $70.00. $60.00 for the policy and $10.00 for a convenience fee. And on 9/16/2023 tried to make my payment I found out I was cancelled 8/29/2023 for none payment. When I reached out to contact cost u less they stated it was nothing they could do. And if I purchased another policy they would do me a favor and wave the broker fees. So I had a $70.00 credit and they applied. To now find out that Im paying for a policy that says my mileage per year is ****** miles and I just purchased a vehicle and I thought annual mileage per year is normally ******. And when I called aspire to find out how they calculated this figure they stated all insurance premiums are based on this mileage. So Im trying to get this issue fixed and all money dues back to me. I would like all people involved held accountable for deceptive behavior. And robbing people for their hard earned money for a illegal profit. Any information needed please reach out to me. Thank you *****************************

  Business response

  11/02/2023

  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. According to *********, on August 14, 2023 after she received payment of $70.42 and provided the Freeway receipt to the Insured, she didnt noticed that the payment was not submitted to Multi-State. The Insured contacted our local office on September 16, 2023 for a new quote. Sales producer, ******************************, advised the Insured that there was a credit balance of $70.42. The Insured agreed to
  proceed with a new policy. Our investigation on the complaint did find a mistake was made regarding submitting the August 14, 2023 payment to the carrier. However, there was no fraudulent activity involved. The Multi-State policy was in force from July 19, 2023 to August 29, 2023 and a refund was issued for $56.78 due to the prior endorsement decrease in premium. The Aspire policy was in force from September 16, 2023 to October 21, 2023 and a refund was issued for $98.04. As a gesture of good faith, we have issued a refund of $380.00 for the broker and documentation fees charged. The insured will receive a check to the mailing address on file for our fees mentioned. Should the customer want to discuss this issue further we welcome him to call our office at **************.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a policy for one of my two cars for liability only as I couldn't find coverage elsewhere. I paid $334. I was told in 10 days I can add my other car and full coverage for both for $209 after underwriting reviewed it. This is the only reason Initiated a policy. In 10 days I email and ask about this and I'm told it went up to $370 and they need to collect another $349 on top of the $334 1 paid a week before. This is not what I was told and unaffordable for me. I ask to cancel and the agent doesn't respond after multiple calls and emails. I call customer service and they say only n agent can cancel. The agent finally responds after I threaten a chargeback and says I must provide docs showing I have a new policy before he'll cancel. I ask for this proof of the cancellation policy and ask him to just cancel. He doesn't and I call customer service and explain everything and am told a supervisor will call back. Does not happen. Nobody calls me back. Multiple calls to customer service they say they cant help. The agent refused to help. Terrible company and I want my money back in full for this shady business. Also they charged my card a second time without authorization. I never agreed to any type of auto pay. It's been a horrible expenence and nobody will help. I did a charge back with my bank and they are contesting it. I just want my money back as they were not able to rulfill what they promised and then acting shady when I tried to cancel within 10 days and would have been due almost a full refund. If I dont get my money back in FULL due to my troubles I will file a complaint with the Department of Insurance.

  Business response

  10/04/2023

  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. According to the Insurance Company right now they have restrictions for the comprehensive and collision coverages. They mentioned they only way to add them is to wait ***** to 3 weeks after the inception. The policy was agreed and signed with only liability. Regarding the chargeback we received, they were already settle down with the customer's bank.  Since the agency won the chargebacks, we can only offer ********** fees as gesture of good faith for a total of $110. Please provide us with the approval to return the agency fees. Unfortunately the rest of the money went to the carrier in order to activate the policy. Should the customer want to discuss this issue further we welcome her to call our office at1-800-960-0036. Please be advised this is a duplicate complaint of the original Complaint ID # ********. 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/15/23 I called to cancel transaction and they gave me misleading information and charged me with out my authorization. I attempted to askvor a refund but they denied me and were very unprofessional about giving false information about the initial payments. They scammed me. I tried to cancel transaction they refused and told me it was a non refundable charge and I didn't even get to use the insurance for 2 months which was supposed to be for 6 months.

  Business response

  05/10/2023

  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 ** 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. The customer has not returned our calls or emails. In order to resolve, we welcome him to call ** at ************.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent 80 payment for my bill it was sent on 12/23/22 the bill was only 56 I thought I might arrive late so I included the re-instatement fee doubled but now my policy has been cancelled which I understand if I was to late and it could not be renewed so the payment would not be accepted and returned however I have not received the return of that payment my name is ************************* my policy number was **********

  Business response

  01/27/2023

  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. The customer has not returned our calls or emails.In order to resolve, we welcome him to call us at1-800-960-0036.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint on this company against the policy I was signed up through. I purchased an insurance policy through cost u less west Sacramento through *************************** . I was not aware that my dedurlve would triple. I need this fixed . This company is morally corrupt. I have auto insurance through them. They are stating there is a clause in my policy that states if I have any lapse in coverage within 60 days of an accident my deductible triples . A uninsured motorist hit me on 6/30 I had active coverage at the time. They are telling me instead of my normal deductible being 1k they are tripping due to me paying my policy late within 60 days even tho at the time of the accident I had coverage. This or morally wrong and I will *** the company if this is not corrected. This is a 30k car and it is not my fault someone hit me. I was only aware I had a 1 deductible. This company is scam and taking advantage of people. Regardless I have active coverage and should only be paying 1 k. Someone needs to fix this and contact me this is not reasonable .

  Business response

  07/12/2022

  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 contacted Ms. ***** and explained the triple deductible is added to the insurance by default by the Carrier and that it was disclosed at the inception on the policy application. The application was electronically signed by the insured. We mentioned this complaint should be directed to the Carrier since the agency does not handle claims. We offered a $180 refund due to the misunderstanding and the insured accepted it. Should the customer want to discuss this issue further we welcome her to call our office at **************. 

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter in law have on accident 3/30/22and they have send the ajested to see the car or were we can bring to be fix she needs the car to go to work and she is paying full coverage and the said she didnt not cover for a rental car I dont know way the have to wait so long to send the ajested and give the information were she can bring the car to get fix

  Business response

  04/12/2022

  We apologize for the experience the customer has with our company and have resolved the customers concern. We contacted the insured and advised to direct the complaint to the Carrier for assistance on the claim, since the agency do not handle claim matters. We also sent to the claims department of the Carrier an email requesting a follow up with the insured. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer.

*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. ↩