Monday 29th of January 2018 12:55:12 PM
I began shopping around for a new insurance policy and I kept hearing the commercials about how great Freeway Insurance is ($29.00/day and blah, blah, blah). I honestly was upset with my current insurance company because my monthly payments had gone up $30.00 due to renewing my policy. So, I called Freeway and ** answered. I asked for a quote and she transferred me to another agent who took down my DL number and all other personal information and then told me, "Oh, someone just pulled up. It might be a new customer. I have to call you back." I waited 2 hours (no call back). I called again and ** answered. I explained to her what happened. She stated she would be glad to help me. It’s the same thing: she took my DL number and personal information along with my second driver's info. She asked me, "Is it okay if I run your MVR while we are on the phone?" I answered, "Yes, that's fine." She then says to me, "It looks like I can get you a monthly rate of $112.00 and if you bring 4 cans of food, I can discount you $100.00 off your deposit fee." I replied, "Awesome! So, how much is the deposit?" She said, "I don't have that information yet. Would you like to make an appointment for 7:15 pm tonight?" I said I get off at 6 pm and I'll go over right after work. I showed up at 6:20 pm and filled out the application. There are 3 girls in the office and one is helping customers already there before me (which is normal). The second girl takes my DL and makes copies and hands them to the first girl who already has customers and gets on the phone. The third girl (**) sits at the last desk doing nothing. My waiting time is 20-25 minutes.I’m observing girl number 1 as I wait and the customers are not happy with her quote. I heard them say it was too high and she replies that it's a better company than what they currently have. They get up to leave and she said, “Wait. You have to sign this paper that states you don't want the policy,” and they leave after signing. So I'm up next I wait while number 1 chit chats with ** at the back desk. Finally, she said she can help me. I sat at her desk and explained my current situation. She began inputting my info and said to me, “I have to run this with my manager (**).” They talked and ** said to her, “You can do it - work your magic.” That’s a big sign of bad news. The girl comes back and says to me, "Your deposit will be $360.00 and since you brought the 4 cans of food, I can take off $100.00 and your monthly will be $180.00.” I told her no! I spoke with ** earlier today and she quoted me $112.00 monthly. The girl then goes and explains to ** what I said. She comes to the desk and said, "I was the one who talked to you on the phone. What I told you was just an estimate. We still have to run your MVR." I replied, "You ran it while we were on the phone and you asked my permission to run it and I said yes." She said, “Well, I'm the manager and I don't do that over the phone, so I know you’re not telling the truth." My response: "I wrote down everything you told me and I would have not came in if I knew you were gonna charge me more than what I'm currently paying." She then said, "Well, there is more than one ** at this office." That really pissed me off. I asked for my paperwork back and girl number one then said, “Well, if you want you can pay the deposit in payments.” I told her, “No, I don't want to go through with any of it,” so she made me sign a paper stating I didn't want the policy. I got up ready to leave and I told her you can keep the can food. I was so upset I wasted so much time. This was the location on 40th Street and Thomas road in Phoenix, AZ. **, you have very poor customer service skills.