Freeway Insurance - Closed

Carilu is sweet and nice she greets me, I always makes sure I ask for her !
Oct 28th, 2020

Im very disappointed at my experience here this past time. Completely different than the previous reviews with the agent Carilu Ledezma. I visited this location Mid February to get a new insurance which went as normal as you can imagine. The agent filling in (Soledad) was very helpful, friendly and I was able to get a decent deal on my car insurance. I payed the amount she quoted me and told me I could choose when my next payment would be. No problem at all. The day I chose for my payment came and I received a text prompting me to a website to pay. I did for the amount it automatically generated. Almost a week after my payment I received another automated text stating that my insurance was canceled for non payment. Believing this was a mistake I called the office and spoke to the agent Carilu. I asked for my policy to be reinstated, and I explained to her that my bank showed the money was already deducted, once for the original payment that first day with the agent Soledad and two weeks later for another (totaling to $248). She said some proof of previous insurance wasn’t submitted and that my insurance amount had gone up and I failed to pay the difference. I continued to explain to her I wasn’t aware of this change to my policy and that I payed the amount the website prompted me to pay. She informed me she couldn’t help me, the policy couldn’t be reinstated and I needed to start another one all together. Now here is the thing...I had just payed almost 250$ for less than a months worth of insurance. I told her was going to visit the location and speak to her in person. Once there she reiterated I failed to submit some paperwork, thus the insurance going up, leading to the extra amount I wasn’t aware I was suppose to pay that lead to the insurance canceling my policy and that the policy couldn’t be reinstated. . I asked her to show me where, In all the papers they have you sign, did it request this of me. She said is “not stated on any papers, the agents just tell people”. At this point I’m upset and I wasn’t bulging so she did “more research” and ended up calling Soledad, the original agent that helped me. They speak for a moment and hung up. Carilu informs me the policy could be reinstated for a fee of 50$ plus 25$ to take care of the amount I still owed. In my head I’m still thinking this isn’t right. Soledad calls ME on my personal cell phone and asks if she is on speaker. I say no. Then she tells me all I have to pay is 20$ for my policy to be reinstated and she will be more than happy to do it right there over the phone. I get up from my seat and attempt to walk out. To which Carilu is visibly surprised and says “ wha wha hold on there is no reason for HER to take the payment, you’re already here I’ll take the payment” I said no thank you and walked out. That’s it!! 20$ and I got my insurance reinstated within TWO minutes over the phone. Now this leads me to believe Ms Ledezma was trying to take advantage of me the whole time and refused to help me so she could sell me another policy and further her financial gains at my expense. Regardless, her attitude, unwillingness to help and unprofessionalism (texting in between computer clicks while “helping” me) made this one of the worst customer experiences I’ve ever experienced.
Aug 16th, 2020

I was a bit confused when I came in the agent carilu fixed my problems answered all my questions and solved any issues and concerns that I had she's the BEST!!!!!!
May 5th, 2020

Highly recommend! Carilu was very helpful with my insurance needs. She thoroughly explained the process and promised the quoted amount. Go in and ask for Carilu 😊
Feb 18th, 2020

Very Bad
Jan 17th, 2020