Cost-U-Less Insurance Center

Regarding the customer’s concern, the Broker Fee Agreement signed by the customer states : “ client agrees to pay a broker fee for Broker’s services” Cost U Less provided a service to the customer and is entitled to a fee for the services renderedThe customer was unable pay the down payment of $in full(which included the broker fee) and Cost U Less accommodated the customer by allowing her to pay the down payment in two installmentsThe balance of the down payment is owed as that is a portion of the non-refundable broker fee which had not yet been paidHowever, as a courtesy, we have waived the remaining balance owedAdditionally, we have confirmed that the policy was cancelled as the customer requested

We strive to ensure all customers are provided exceptional service and receive the best deal and apologize for any inconvenienceWhen issuing a new policy, the customer is advised both verbally and in writing all the fees associatedPrior to receiving the complaint we had spoken to the customer and issued a refund of $After receipt of the complaint we made numerous attempts to speak to the customer and left messagesWe welcome the customer to contact [redacted] at [redacted] , extension # [redacted] for further assistance

We have spoken to the customer and provided a clear explanation of the payments madeAs a courtesy, an additional refund will be issued to the customer; the customer has agreed with the solution

Regarding the customer’s concern, we offer services such as assisting customers in policy changes and charge a fee for the service providedIt is our company policy to disclose the fees both verbally and in writing We take great pride in assuring all customers are given exceptional service and apologize for any inconvenienceWe have made many attempts to speak to the customer for assistance to no avail and have issued a contact letterWe welcome the customer to contact [redacted] at [redacted] , Monday through Friday from 8:am to 5:pm for further assistance

I recently purchased full covergae insurance from Cost-U-Less, because it is more cost effectiveDue to a misunderstanding, rather than including a second vehicle in my policy , both insured parties were linked to one vehicle onlyI requested to have policy updated and it has now been days without resultsMy insurance broker has not responded to my emails, or returned callsI have been transferred between several customer service and sales agents without any resolution presentedI submitted information twice to another sales agent and have not heard back from themIt has been a frustrating process which could have been resloved in less than a daynot only has the more than sufficent time elapsed, the communication and response time has been less than adequateThe rate I ws given is the only reasno why I have continued communciation with this insurance brokerI do not recoomend this location to anyone

In regards to the customer’s concern, the down payment paid
included the first days of coverage and Cost U Less disclosed feesThe
charges mentioned by the customer were authorized by her to pay the down
paymentPer *** *** the policy canceled on January 2, 2016,
days
after the policy started, due to non-payment and there is an
outstanding balance dueWe take great pride in assuring all customers are
provided exceptional service and apologize for any inconvenienceWe have made
attempts to speak to the customer to further assist but have not received a
returned callWe welcome the customer to contact our Customer Service at
***, Monday through Friday from 8:am to 5:pm

Please find the response to the complaint #*** for *** *** as follow: We have made several attempts to contact the customer to assist her with this matter, however, we have not been able to reach herWe have left several messages and sent emails requesting a callback for further
assistanceWe show the customer purchased a policy through our agency on 11/29/with Infinity Insurance CompanyShe electronically signed and agreed to the terms which included paying a partial down payment of $with her credit card at the time of purchase with the remaining balance of the down payment of $to be charged on 12/10/We attempted to collect $but the transaction was declined On 01/23/a partial amount of $was chargedAfter speaking with the customer, we agreed to refund the $and waive the balance to resolve this matterWe later offered to pay her monthly payment of $to Infinity to keep her policy active as a gesture of good faith which she acceptedWe do not show any other charges were made to the customer’s credit cardWe welcome the customer to contact our Customer Service at 1-800-300-and provide proof of further charges in order to assist her further. Thank you,
*** ***
*** *** ***
*** *** *** *** *** *** *** ** ***
***
***confieseguros.com

Regarding the customer’s concern, the policy change request
signed by the customer did not include comprehensive and collision coverage
The Summary of Coverages signed provided the additional premium based on liability
only as was notedAdditionally, the insurance company issued a
declarations
page listing the recent change and coverages for the customer to review and
also listed the coverage on the Buick that remained unchanged Based
on what is in writing signed by the customer, there is no comprehensive and
collision coverage for the Buick

I purchased insurance through *** *Nov2nd, No accidents, no anything until May 2nd, when I bought a new carI emailed *** to cancel the insurance May 5th (as I had just sold the car)
He responded to tell me I needed to submit it in writingI sent back the information requested May He did not respond, nor apparently did he cancel thisMy account was automatically charged on May 26th, to which I did a chargeback and attempted to contact the companyThis company apparently has many fronts (Freeway direct, Costulessdirect, FreewayAuto), and every one of them told me I was contacting "the wrong company." Strange, considering that I gave them my policy number and they found my informationThis was before I told them what I neededI spoke with several employees (***, ***, *** and an unnamed manager)
On Feb19th, I got a collections letter saying I owed for insurance between May 16th-June16th *lease note that I cancelled May 5th, then "completed" this on May 12th, due to emails being unresponded to
Every attempt to contact either business (CostuLess & Anchor General) resulted in both these companies pointing the finger at each otherI have no choice but to pay the amount they claim I owe, and apparently there's nothing I can do about it because every company is fictitiousJust like their business ethics
This company did me no wrong until this, and every person I spoke with was in no position to help me, and then proceeded to tell me that I called the wrong place, because there's ONE place with different namesHow convenient

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
"MESSAGE FROM BUSINESS:Regarding the customer’s concern, we offer services such as assisting customers in policy changes and charge a fee for the service providedIt is our company policy to disclose the fees both verbally and in writing. We take great pride in assuring all customers are given exceptional service and apologize for any inconvenienceWe have made many attempts to speak to the customer for assistance to no avail and have issued a contact letterWe welcome the customer to contact *** *** at *** ***, Monday through Friday from 8:am to 5:pm for further assistance."
I received a single phone call on Friday February 27th, from *** at 2:03pmShe advised me to call before 5pm and left a number My first break is at 5pm so I was unable to respond immediatelyOn Monday March 2nd, I called ***, times between 10:30am and 10:31am with an additional call to *** at 10:31amI left a message and have not been contacted since
Regards,*** ***

In regards to the customer's concern, a policy was pruchased with Stonewood on April 1, and his prior policy was with InfinityWe have made many attempts to speak to the customer to no avail; our messages have not been returnedWe would like the opportunity to speadk to the customer in
order to come to a satisfactory resolutionWe welcome the cusotmer to contact *** *** at (714) 252-2624, Monday through Friday from 8:am to 5:pm for further assistance

We have spoken to the customer and provided a clear explanation of the payments made. As a courtesy, an additional refund will be issued to the customer; the customer has agreed with the solution.

I recently purchased full covergae insurance from Cost-U-Less, because it is more cost effective. Due to a misunderstanding, rather than including a second vehicle in my policy , both insured parties were linked to one vehicle only. I requested to have policy updated and it has now been 10 days without results. My insurance broker has not responded to my emails, or returned calls. I have been transferred between several customer service and sales agents without any resolution presented. I submitted information twice to another sales agent and have not heard back from them. It has been a frustrating process which could have been resloved in less than a day. not only has the more than sufficent time elapsed, the communication and response time has been less than adequate. The rate I ws given is the only reasno why I have continued communciation with this insurance broker. I do not recoomend this location to anyone.

We strive to ensure all customers are provided exceptional service and receive the best deal and apologize for any inconvenience. When issuing a new policy, the customer is advised both verbally and in writing all the fees associated. Prior to receiving the complaint we had spoken to the customer...

and issued a refund of $320.00. After receipt of the complaint we made numerous attempts to speak to the customer and left messages. We welcome the customer to contact [redacted] at [redacted], extension #[redacted]  for further assistance.

In regards to the customer’s concern, the down payment paid
included the first 30 days of coverage and Cost U Less disclosed fees. The
charges mentioned by the customer were authorized by...

her to pay the down
payment. Per [redacted] the policy canceled on January 2, 2016,  33
days after the policy started,  due to non-payment and there is an
outstanding balance due. We take great pride in assuring all customers are
provided exceptional service and apologize for any inconvenience. We have made
attempts to speak to the customer to further assist but have not received a
returned call. We welcome the customer to contact our Customer Service at
[redacted], Monday through Friday from 8:30 am to 5:30 pm.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While your response indicates that you strive to ensure exceptional customer service, I have called on many, many occasions to speak to [redacted].  He has refused to take the call and thus the reason I've had to make many phone calls and send subsequent emails to [redacted], [redacted] and to the general Customer Service line.  There are notes on the account to contact me directly, however, calls continue to be made to my wife and English is not her first language.  I do not dispute that the fees she was charged were disclosed, as I was not there during the conversation to verify this.  What I am sure of, is that [redacted] and Cost U Less Insurance lied to my wife by telling her that her car could not be added to my existing policy in any way.  A new policy was not needed and that is the basis for this complaint.  A policy for Access Insurance was cancelled so that another policy with Access Insurance could be issued and a broker fee charged.  Cost U Less has acknowledged that this should not have been done, yet it was done twice.  Yes, a refund was sent to me in the amount of $320, however, another broker fee of $199.00 was charged to me after receipt of the check.  A refund was processed only for Cost U Less to charge me again, after [redacted] and other Cost U Less/Freeway employees had assured me that the additional $199.00 broker fee was "suspended" and would not be charged to my account.  Cost U Less and [redacted] had assured me during the phone call where we came to this agreement that no broker fees would be incurred of any kind; this agreement was broken with this additional broker fee was charged.  Cost U Less, please refund this additional broker fee by 5pm tomorrow evening or my attorney and I will be taking further action including filing a complaint with the CA Insurance Commissioner.  Please note that because of how poorly Cost U Less has treated everyone involved, I am fully prepared to see this all the way to the end.
Regards,
[redacted]

Regarding the customer’s concern,  the Broker Fee
Agreement signed by the customer states : “ client agrees to pay a broker fee
for Broker’s services”.  Cost U Less provided a...

service to the customer
and is entitled to a fee for the services rendered. The customer was unable pay
the down payment of $503.00 in full(which included the broker fee) and Cost U
Less accommodated the customer by allowing her to pay the down payment in two
installments. The balance of the down payment is owed as that is a portion of
the non-refundable broker fee which had not yet been paid. However, as a
courtesy, we have waived the remaining balance owed. Additionally, we have
confirmed that the policy was cancelled as the customer requested.

We strive to ensure all customers are provided exceptional service and receive the best deal and apologize for any inconvenience. When issuing a new policy, the customer is advised both...

verbally and in writing all the fees associated. Prior to receiving the complaint we had spoken to the customer and issued a refund of $320.00. After receipt of the complaint we made numerous attempts to speak to the customer and left messages. We welcome the customer to contact [redacted] at [redacted], extension #[redacted]  for further assistance.

Regarding the customer’s concern, we offer services such as assisting customers in policy changes and charge a fee for  the service provided. It is our company policy to...

disclose the fees both verbally and in writing.  We take great pride in assuring all customers are given exceptional service and apologize for any inconvenience. We have made many attempts to speak to the customer for assistance to no avail and have issued a contact letter. We welcome the customer to contact [redacted] at [redacted], Monday through Friday from 8:30 am to 5:00 pm for further assistance.

Regarding the customer’s concern,  the Broker Fee
Agreement signed by the customer states : “ client agrees to pay a broker fee
for Broker’s services”.  Cost U Less provided a service to the customer
and is entitled to a fee for the services rendered. The customer was unable...

pay
the down payment of $503.00 in full(which included the broker fee) and Cost U
Less accommodated the customer by allowing her to pay the down payment in two
installments. The balance of the down payment is owed as that is a portion of
the non-refundable broker fee which had not yet been paid. However, as a
courtesy, we have waived the remaining balance owed. Additionally, we have
confirmed that the policy was cancelled as the customer requested.