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Highlights
Onsite servicesWheelchair accessible entranceWheelchair accessible parkingWheelchair accessible restroomWheelchair accessible seatingPay credit cardPay debit cardParking lot freeParking street freeOnsite parking
I called multiple times just trying to handle a simple request, and their customer service agents literally hung up on me repeatedly. When I finally got someone to stay on the line, they lied straight to my face and claimed I had to physically drive down to an office in person just to cancel my policy.
Knowing that sounded completely fake, I called back yet again. Magically, the next agent was able to cancel the policy over the phone within minutes.
It is entirely unacceptable that you have to play customer service roulette and get hung up on just to find an employee who actually knows how to do their job—or one who isn't actively trying to mislead you to keep you from canceling. Save yourself the headache and the gas money. Avoid this place at all costs. If I could give 0 stars, I would.
Reply from Freeway Insurance business4 Jul 2026
Hi Alann, thank you for sharing your feedback about the service you received today. Your comments help us understand where we can improve and how we can better support our clients. Please reach out to us directly at (713) 472-8300 so we can review your case, answer any questions, and make sure you receive the clarity and assistance you deserve. We truly appreciate you taking the time to share your experience, as your feedback helps us continue to grow and serve our clients better.
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F
FLocal Guide
7 May 2026
They lied. They take money without permission, sell you the pitch of a one time charge but they sneak and up charge. Representative are liars and incompetent
Reply from Freeway Insurance business4 Jun 2026
We’re sorry to hear about your experience and understand how frustrating it is to feel misled or charged without clear authorization. That’s not the kind of experience anyone expects, and your feedback is taken seriously. To discuss your concerns in more detail and get assistance with the charges you mentioned, please contact (713) 472‑8300. A team member there can review what happened and help address your complaint directly.
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JB
jack becerraLocal Guide
14 Feb 2025
This happen today at about 4pm. This location specially their customer services reps are unprofessional, rude and not trained properly enough to speak and assist with client issues. Not only did I speak to their reps at this Pasadena location twice and they hung up on me not once but twice, one of those times it was their supervisor that hung up. At this location they require you to go in person to cancel your coverage. They do not have the ability to cancel over the phone… I’m assuming other locations can cancel over the phone and via email because we were able to get it done.. but after I tried explaining that to this location specifically, they were just simply rude and told me they didn’t know what to tell me and they can’t help me and then hung up. Whoever owns or runs this specific location needs to work that out with their representatives and either inform them that they can cancel coverages according to the request of the customers or if they don’t have the ability the office manager or owner needs to give them that ability. It doesn’t make any sense to have to drive into an office to cancel coverage… I don’t understand that logic. I hope they get their stuff together because based off of what we had to deal with this location in Pasadena they are giving Freeway insurance company a bad rep and name!
Reply from Freeway Insurance business4 Oct 2025
We are sorry to hear about the negative experience you are having with us. We would like to help you and make things right, could you please give us a call at 1-800-960-0036, at your earliest convenience. We look forward to speaking with you and resolve this matter.<br>
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Compare 4 auto insurance agencies in Pasadena, ranked by rating and number of reviews.
