This review is specifically for the Freeway Insurance location in Azusa, CA 91791 "I am posting this here to ensure it reaches regional management, as my attempts to resolve this at the local branch have been ignored. I initially had a good experience at this location, but the service quality has declined significantly, and the office now operates with the same lack of accountability found in any poor customer service environment. Following a vehicle accident, I requested a policy cancellation from my agent, Steve. He explicitly promised to handle it and get back to me, but instead, he completely ghosted me. His failure to act in a timely manner resulted in me being charged for weeks for an insurance policy on a vehicle I could no longer use, causing me significant financial strain. I attempted to reach management at this specific location to rectify the situation, but those efforts were fruitless. I was only able to get the issue resolved after being connected to a different agent, Luis Alfonso de Santiago, who handled the task flawlessly and immediately. While I appreciate Luis's professionalism, the lack of accountability from the rest of the team and management in Azusa is unacceptable. I am actively escalating this to higher-ups and will continue to do so until this matter--including the financial impact of Steve's negligence--is fully addressed. read more

Ted was most helpful and getting insurance took less time than I thought. Great service.

I recently visited your office on 5/23 to purchase auto insurance. I don't recall the agent's name, but I would recognize her if I saw her. She was seated in the middle section on the left when I entered. She was the one who helped me. At that time, I was told I was getting full coverage--including 30/60/15 liability limits and a $1,000 deductible for comprehensive and collision--for $365 a month with $700 down. I specifically asked the agent to set my payment due date for the 30th of each month, as I cannot make payments earlier. She assured me this was not a problem. However, about two weeks later, I received my insurance documents in the mail and noticed the payment date was set for the 13th. I called immediately to correct it and was told it could not be changed. That was already disappointing. I then called again to confirm the details of my coverage. To my shock, I discovered I only had state minimum liability coverage--not the comprehensive and collision coverage I was promised. This is especially serious because I am still financing my car and full coverage is required by the lender. When I signed the policy paperwork, I clearly confirmed with the agent that the policy included full coverage, and she said "yes." I feel I was misled and sold a policy under false pretenses. As a result of this misrepresentation: I was denied the agreed-upon payment schedule. I received only state minimum coverage, not full coverage. My auto lender has now increased my car payment because of the lack of proper insurance. I'm now facing financial hardship and serious credit risk due to this mistake. I attempted to resolve this by calling and requesting a full refund of my down payment, but was told nothing could be done. This situation is unacceptable. I intend to file formal complaints with the California Department of Insurance and the Better Business Bureau. If this matter is not resolved promptly and fairly, I will consider taking legal action for the financial harm and stress this has caused. This experience has been incredibly frustrating. I do not understand how an insurance office can misrepresent coverage just to make a sale. I hope you will take this seriously and work with me to make this right. read more

I would like to commend Ted for his exceptional service. His patience and attentive listening skills were greatly appreciated. I highly recommend consulting with Ted for your needs. read more

The one assisting me was Jessica, in my search for new insurance after having geico for almost 10 years. She was friendly, thoroughly explained everything, always asked me if I had any questions in the process. Made things smooth in the switching process. read more

Nancy at the Montclair office is amazing! During the call she provided me with all the correct information and she has a great personality! Thank you Nancy! read more

Outstanding customer service by Nancy. I have blue fire insurance from freeway insurance. I called blue fire insurance to find out how to claim rental reimbursement. After 7 attempts , blue fire insurance just gave me the run around. So I called freeway insurance and Nancy from El Monte helped me out . She took her time and checked my policy. She told me I had rental reimbursement. Thanks for taking your time Nancy. Will definitely recommend customers to Nancy! read more

I would recommend this place to anyone . They are straight to the point and really walk you through everything. Jessica Parra helped me and she was so friendly and clear with her communication. I felt comfortable that i was getting the help and answers i needed. read more

Jessica P. At El Monte is my insurance agent. She was great! She made everything easy and gave me the best auto insurance policy! I am completely satisfied with my experience read more

Tengan cuidado con esta compañía aveces buscan como quitar tu dinero en mi caso he estado pagando puntual mi mensualidad pero derepente me cobraron dos veces al mismo mes, llamé para consultar pero me buscaron un sin fin de excusas para no devolver los 340 dólares que me cobraron adicionalmente en fin pagué en un mes más de 600 dólares lo que genera desconfianza read more

On 1/6/24 I went seeking insurance for my son's cars and myself and I just want to give a huge shout out to Jessica Parra from Freeway insurance! She was very patience, motivating and she provided the BEST service ever! read more

Mr. Lugo made me feel like I was on board for years already. My policy is similar to my farmers but even better and even cheaper. Mr. Lugo was fast and helpful throughout the entire process. when I was ready to pay he made some adjust that I wanted and made it happen. I look forward in working with freeway years to come. read more

I'm only recommending this business because Jessica helped me out. It was super easy and we did it over the phone. All I has to do was just go get my paperwork. It was time saving considering I never really have time to spend hours at a insurance place. If you need something fast and easy i recommend Jessica Parra. read more

Thank you very much Xavier and the staff here they were very friendly. Came in expecting to pay a lot of money but paid even less then I expected. I really recommend this place to anyone looking for a new policy. Thank you again , ASK FOR XAVIER :) read more

James 007 was really helpful and friendly. He is very helpful and polite. I recommend this pl if you are looking for affordable insurance and good customer service. read more

I bought a brand new car and needed to get insurance for it before I take it out of the lot and I was calling around for quotes and I happened to come across to this place. I must say I was impressed on how fast and helpful the gentleman was. His name is JT, he was very informative about the coverages and gave me a few quotes. It was so awesome how I did not have to come in to sign anything and I was able to do it over the phone. I am very happy with my new car and knowing I have great coverage that was also affordable. Today definitely was a good day for me. I would recommend this place and especially if you want great service ask for JT, you will not be disappointed. I will be sending my family and friends to do business here. Thank you Freeway! read more

Carlos the manager. Did not help out. He did not keep his appointment with me and threw it on his other employee to do it, which wasn't right--I SET THE APPOINTMENT WITH HIM! Didn't resolve my problem, then he left "early". There is something wrong at this place and customer can pick it up. PLace has gone to hell in a hand basket. STOP CALLING, YOU LOST MY BUSINESS!!! THANKS THOUGH TO THE GUY WHO DID TRY TO HELP ME. IM JUST DONE WITH THis... SORRY.... I'm terribly sorry. PEACE! read more

These people are the worse if you don't read the fine print you're just shooting yourself on the foot we asked for full cover we paid for full cover and the day we had an accident that somebody hit us they were nowhere to be found they have horrible customer service in the office they keep changing personnel every so often and they're very disrespectful to not do business with these people read more

Adriana Gomez is the most helpful Auto Insurance Expert that I've dealt with, and I've dealt with a lot! She's super friendly, knowledgeable and most importantly helpful of me needs. Come see her if you want someone who is actually going to look out for you and help you get the best Insurance that works for you. read more

Got a great deal with Adriana at freeway insurance she was real helpful and real understanding. And on the plus side she gets along with kids. Thank you Adriana for the help. read more

Our experience with freeway insurance has been pleasant and smooth. We got really good prices for three of our cars. My boyfriend and I got accommodated with our less than perfect driving history. We received help from Xavier as we opened our account, and to add our third car we received help from Adiana. Both were friendly. Both were great in their customer service and did everything possible to give us the best rates. We are happy so far with the services here at Freeway and will continue to do business. read more

I was shopping for a new insurance company and was recommended to freeway insurance by a friend. I was helped by the branch manager Jonathan. He was very nice and was able to search across companies for me and got me a much better deal than I was finding on my own. He got me great coverage at a better price and had me all setup in less than an hour. Thank you Jonathan. I will definitely be recommending this office to my friends read more

Very sceptical at first but Xavier yanez helped my husband and I find the best pricing and best coverage for us. Little did we know we would get tboned 2 weeks after getting our new car and buying our insurance luckily no one was seriously injured --except our car was totalled --however because of the insurance and Xavier walking us through the process after the whole ordeal it was a lot easier and was a very quick process. Definitely would recommend this place but make sure to ask for Xavier! Anyone who says other wise is crazy. Expect to see us again once we get another car!! read more

Worst experience of my life!! Trying to get a hold of these people on the phone is a joke! I've been given the run around twice already! I've had this insurance for not even a month yet & am over it. I'd rather pay more money to avoid this headache! read more

I was looking for insurance for my vehicle for weeks, until i was recommended this location by a friend. There was no waiting time and I was very satisfied with customer service. Xavier Yanes was very helpful. He accomedated the best type of insurance for me. I definitely would recommend this location. read more

Really helpful. Good customer service. Really good prices. Been here for over 2 years.Over all I really recommend them! Thank you Xavier Yanez for your help. read more

Mario Razo was a big help. Def recommend him. He was able to be swift with getting me a quote that beat all other companies. Mario was very professional and got me exactly what I wanted. I'm extremely happy with the service provided and my new insurance quote. Ask for Mario Razo if you call! read more

Shoutout to my guys Jonathan and Xavier at Freeway Insurance. They really took care of me in more ways then one. They answered all of my questions and concerns and even went as far as grabbing tea for my sick girlfriend. I would recommend everyone to come by and check these guys out. Thanks again guys read more

Freeway Insurance - Here is Xavier helping another customer - Auto Insurance Near Me - El Monte, California

This place is honestly the worst. First off, one of the employees doesn't wear a mask when he's at his desk and sits there answering calls while customers come in and out. We've been in a pandemic for almost a year and it shouldn't be anyone's responsibility to tell him to wear one. And I know this is a consistent thing because of the three times I went in there I saw the same thing happen. Originally, I originally went in to fix a problem with the policy I had and was told I wouldn't have a problem in the future, all my paperwork was updated, and I could assure myself my cars would be insured with no problem. Come to find out my policy was canceled because we didn't submit a paper that I was suppose to receive in the mail. The mail system is backed up and it's possible it could've gotten lost in the mail, I understand that. But given the fact that we're in a pandemic I would hope there could be a better solution to problems like this. The gentleman who was helping out said we should've received a letter and since it was canceled there was nothing he could do. He didn't bother to help or try and find a solution. That's not good customer service. Someone with good customer service skills tries to deescalate a situation. If that would've been the case I wouldn't be so unhappy with the service. Personally I feel that because they work in this city they think they can treat people a certain way and get away with it. I don't think so. I will never recommend anyone to come to such a horrific place. read more

So glad I found this place! I was in such a rush into finding a good insurance and thanks to Xavier Yánez and Jonathan I left this place happier than ever! I highly recommend family friends even enemies! (that's how satisfied I am) to come here for good insurance for an affordable price and amazing customer service. read more

Worse experience of our life. Made the biggest mistake in coming in to this freeway locating. The agent Xavier that helped us didn't know what the hell he was talking about. Over charging us and trying to sell us something we didn't need. Needless to say never again. I wouldn't recommend this location to anyone. read more

Went in to check what the price was to add someone to my policy and they weren't able to give me a price "you will find out once they bill you" lmao are you kidding me. I pay over $200 monthly premium figured I can at least get a quote from these guys guess not lol then she excludes the person I was trying to add terrible... not to mention when I first signed on with them 4 years ago I paid 800 down on my policy just to find out only 400 went towards it and the thief took the other 400 to pay herself. It was on paper so couldn't do anything about it so make sure you read EVERY paper they have you sign read more

Thank you so much Xavier A. Yanez for helping me and my family save money and feel protected with our new auto insurance

Called this place last week for a quote Wednesday called again today to confirm as I didnt want to waste my time and what happened the quote JAMES gave me was a lie. A woman helped me today and when I asked her why did James give me another quote her response "I don't know" James soon came over I asked him what happened to the quote you gave me he really had no answer didn't really bother to explain himself at all. He sort of shrugged me off and went back to his other customers. The whole thing was a scam to get me in the office & they figured I would purchase there insurance being I had sat there so long! The office has no AC - we were so uncomfortable waiting i stuck it out being the rate was the cheapest I found and all for what. I'd rather take my business to another freeway insurance who is honest and not trying to get me in the door thinking I was going to give in and give them my money. My advise stay clear of JAMES and his lies! TAKE YOUR BUSINESS ELSEWHERE- read more

Came in to take care of some paper work and thanx to Carlos & Xavier they help me out great customer service highly recommend freeway insurance of El Monte read more

The guys were very straight forward and great at helping me stay within my budget. If you go in for a quote ask for Xavier or Jonathan these guys are super great at what they do and will do everything possible to get you on the road with a great rate and coverage to make you feel safe. I highly recommend anyone to at least get a quote here even if you're already insured you never know the kind of savings you can get! read more

this agency is the worst place you can go to buy insurance!!! they screw you over with broker fee's, they charge up to $100.00 to remove a vehicle from a policy when it doesn't cost them a dime & all it takes is a minute of their time to send a fax. they make mistakes on your policy almost causing you to be cancelled and then try to argue with you that it wasn't their fault even when you have proof! they are also known for lying to get you to purchase a policy through them, and when you find out they did something wrong and confront them about it all they will tell you is " u signed all the papers maybe you should have read them before signing" and just like that they will leave you in the dark after paying all that money for your insurance. read more

i been coming to this location for 5 years since i got my insurance and everyone has always been nice and friendly but boy oh boy i had the worst experience ever this past week. the manager carlos is a digusting human being he does not deserve to have a leadership position. i came in to do a change on my policy and he tried forcing to purchase a whole new policy even after i told him i did not feel comfortable he told me then why did go in and basically waste his time he made me feel so small especially because the way he treats his employees he made me sick he talks down on them and orders them around without even saying please or thank you as a good leader would (i have about 10 years in retail managment experience) all the employees look uncomfortable and bothered by the way he talks to them. you could also tell he favors a few which is not acceptable. im not sure who hired him but whoever did made a big mistake i am extremely upset and i will be deff filing a complaint to upper managment. also before leaving he told me that if i did not get the new insurance he was going to notify the dmv so they could suspend my registration. i was mortify. i will no longer do buisness in this location. please if you come to this location do not deal with carlos or better yet just dont come here at all. read more