Cost-U-Less Insurance Center

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] 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 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 noted. Additionally, 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 2003 Buick that remained unchanged.  Based
on what is in writing signed by the customer, there is no comprehensive and
collision coverage for the 2007 Buick.

Review: My complaint is that I wasn't happy withyour service & I want a refund please.Desired Settlement: StoneWood Insurance Company charged me $104.07 & the policy # is [redacted] on 5/21/2014.Then I had Infinity Insurance Company Drawer#2537 P.O. Box 2153 Birmingham,AL 35287-2537 I was paying them $90.00. There phone # is 800)396-1485. Now I am with AAA.com with my moms insurance. If you could I would like to have a refund if possible thanks. [redacted]

Business

Response:

In regards to the customer's concern, a policy was pruchased with Stonewood on April 1, 2014 and his prior policy was with Infinity. We have made many attempts to speak to the customer to no avail; our messages have not been returned. We would like the opportunity to speadk to the customer in order to come to a satisfactory resolution. We welcome the cusotmer to contact [redacted] at (714) 252-2624, Monday through Friday from 8:30 am to 5:00 pm for further assistance.

Review: I got insured thru Cost-U-Less Insurance in December 2014. At that time I was told that I could make changes to my policy at any time(no mention of a fee). Today, Feb 10. 2015, I had to bring in my registration so I figured it would be a good time to add a driver to my policy. I call ahead and asked What do I need to add a driver? I was told a Drivers License Number, first and last name, and Date of Birth(again no mention of a fee). I went into their office, they copied my insurance added a driver and charged me a fee for my driver although my premium did not change.(They also requested a copy of the drivers license, I was told they just needed the number) I was never told that I would be charged for changing my policy, it wasn't until after I handed the agent my card that I was told I would be charged. There are no signs or any visible displays of Cost-U-Less' fees and expenses.This charge was blatantly predatory and as a consumer I feel that I have been taken advantage of. After going online I have read several complaints similar to mine that describe the nature of Cost-U-Less' business practice. Please Help.Desired Settlement: A refund or a credit to my insurance would be ideal. I would also like to see the Cost-U-Less be less discreet with their business practice.

Business

Response:

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.

Consumer

Response:

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.

"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 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."

Review: On October 17th I signed up for insurance with Infinity via cost-u-less. In the contract agreement it was stated that the brokers fee would be 304.04 which would be non-refundable. I was also set to pay a deposit for the insurance of 200 dollars on the 31st however I found a better price with AAA and cancelled my insurance directly with Infinity on October 29th. I understand that the contract stated that the brokers fee would be non-refundable however the contract did not state that I would still have to pay the insurance deposit of 200 if the insurance was cancelled before the due date. I have explained this to a supervisor [redacted] who requested that I send proof of the insurance cancellation, I did send that proof and yet he is still insisting that I pay the $200 even though the contract does not state that, that amount would still need to be payed after cancellation. He has claimed that the brokers fee is $504 even though the contract clearly states that it is only $304 dollars. I was also accused by a woman in the office of having my policy cancelled only due to non-payment even though the cancellation form I sent them clearly states that, I did not owe anything to Infinity as I had in fact willingly cancelled the insurance myself due to better rates elsewhere. In addition Cost-u-less is also guilty of falsely claiming that they will find the "best" auto rates when that was clearly not true.Desired Settlement: Cost-u-less should stop harassing me via phone and mail threatening to send my bill to collections when in fact I don't owe them anything as I have already paid the broker fee.

Business

Response:

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.

I purchased insurance through [redacted]. Nov. 2nd, 2014. No accidents, no anything until May 2nd, when I bought a new car. I emailed [redacted] to cancel the insurance May 5th 2015 (as I had just sold the car).

He responded to tell me I needed to submit it in writing. I sent back the information requested May 12 2015. He did not respond, nor apparently did he cancel this. My account was automatically charged on May 26th, to which I did a chargeback and attempted to contact the company. This 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 information. This was before I told them what I needed. I spoke with several employees ([redacted] and an unnamed manager).

On Feb. 19th, 2016 I got a collections letter saying I owed for insurance between May 16th-June16th 2015. *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 other. I 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 fictitious. Just 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 6 different names. How convenient.

Review: When I started my policy I was told by [redacted] that when I started my policy I would be paying for the first and the last month. I was charged 3 different time on my card $ 155.00 on 12/1 and $ 20.00 on 12/1 and $ 154.70 on 12/18. The total for the policy was $ 329.70 It turns out that I wasnt even covered for a month my coverage only lasted from 12/1 thru 12/22. And now according to [redacted] my first payment only covered my until the 12/22 that is not even a month coverage. I was mislead by both these companies and especially COST U LESS. I was told be [redacted] that the payment I made covered the first and the last month. [redacted] only received $ 100 deposit. But I paid $ 329.70 for a policy that only lasted 22 days. And it was cancelled on 12/22 then [redacted] bills me $ 33.52 for coverage for an additional 9 days ???? COST U LESS IS MISLEADING PEOPLE , with the cost to obtain insurance and the amount there being billed.Desired Settlement: I should be reimbursed for the 2nd month I paid for in advance.

Business

Response:

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.