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Complaint Details
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Initial Complaint
02/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have an auto insurance policy with Joseph Hoell Agency in which I reached out to him on 2/22/22 requesting cancelation of my policy as I had taken a new policy w a different company. He responded "I need a signed statement ". I questioned Mr ********************** twice I quiting exactly what he needed in the statement in which he refused to provide further clarification except for the fact his agenct required it. I spoke w my current policy agent and he had no idea what Mr ********************** was requesting, and provided me my policy docs to give him showing proof of insurance effective date on the new policy. I sent this to Mr ********************** and he responded to me again w he needs a signed statement. after questioning what he needs and letting him know he was not being helpful and why was he making it so hard to cancel my policy? I advised him I will be contacting progressive-the company the policy was underwritten thru and his response was "do what you need to do". in email I called him out for refusing to provide me w help and being unprofessional in which he stated this is harassment! he refuses to assist in doing his job I'm sure because of the loss of business. this is unethical practice and creates financial hardship as noone needs 2 identical auto policies! he refuses to provide me details of what he needs to cancel my policy I'm sure in an effort to collect premium which is scheduled to post in less then a week. I do have the emails but i need an email I can forward them to.Business response
03/07/2022
She wanted to cancel her policy. We require EVERY customer that wants to cancel sign the appropriate documentation needed by our company to do so. She didn't do so and proceeded to swear, berate, and belittle me. At one point she even implied I should break the rules of my industry to make it easier for her to cancel. I told her I follow the rules and I do not break the law. She did not like that. She was rude, unprofessional, and I will be filing a police report if I ever hear from her again.Customer response
03/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.below is the email chain proving my complaint!There was no way for me to upload to the bbb site.At this point I just want this agent to take responsibility for intentionally trying to make it hard to cancel a policy I pay for! He refused to tell me what he wanted despite me asking several times! I went above him to the agency he represents and they didn't require some document and had it cancelled in 2 minutes. I also don't like that he keeps threatening to call the cops on me! I still have policy w him and will still need to contact him in the future. He works in a public company and all I have done is let him know i would be filing a complaint against him for his behavior which is absolutely my right as a consumer! I reject his response! I never once suggested he break his company policy! all I have done is ask WHAT exactly it is! He is lying and trying to make me look like a villain because I filed this complaint as well as left a poor FB review on his business page!*************************On Tue, Feb 22, 2022, 1:08 PM *** Hoell <*******************************************************************> wrote:In the signed document please indicate the policies you would like canceled and then a signature from you is all we need.*** To connect on LinkedIn click here - www.linkedin.com/in/josephhoell ****** Referrals to our agency get you gift cards ***Thank you!Joseph HoellAgency OwnerPhone: ************Mobile: ************Fax: ************Address: W175N11081 ************ #*** **********, ** 53022The content of this email is confidential and intended for the recipient specified in message only. It is strictly forbidden to share any part of this message with any third party, without a written consent of the sender. If you received this message by mistake, please reply to this message and follow with its deletion, so that we can ensure such a mistake does not occur in the future.From: *** Hoell
Sent: Tuesday, February 22, 2022 1:05:00 PM
To: *************************
Subject: Re: [EXTERNAL] ******* auto policyI will be sure to respond accordingly. Do not email me again swearing, threatening, or trying to have me break laws within my profession. I will call be responding to calling my local police if this continues. This is harassment at this point. I have informed you what we need to cancel your policy. Thank you!*** To connect on LinkedIn click here - www.linkedin.com/in/josephhoell ****** Referrals to our agency get you gift cards ***Thank you!Joseph HoellAgency OwnerPhone: ************Mobile: ************Fax: ************Address: W175N11081 ************ #*** **********, ** 53022The content of this email is confidential and intended for the recipient specified in message only. It is strictly forbidden to share any part of this message with any third party, without a written consent of the sender. If you received this message by mistake, please reply to this message and follow with its deletion, so that we can ensure such a mistake does not occur in the future.From: ************************* <***************************>
Sent: Tuesday, February 22, 2022 12:52:01 PM
To: *** Hoell
Subject: Re: [EXTERNAL] ******* auto policyWow. You are completely unprofessional and out of line. Do what I need to do? I need to cancel my policy. Thats all I been trying to do so maybe read the email back cause you did not say you need a signed statement from me! You simply said a signed statement and I had to ask you twice what it was suppose to say! Had you said something professional like for security to verify its you we need a signed statement from you requesting the cancel ect. That would have made it clear and acceptable. You didn't do that so don't patronize me w your "we follow the rules". You read cancelation and were intentionally dismissive. You could have taken 1 of the 2 opportunities requested to explain what you were looking for and been helpful. I most certainly will "do what I have to" to make sure that other potential customers know what a pompous ***** you have been today.Take care.On Tue, Feb 22, 2022, 12:36 PM *** Hoell <*******************************************************************> wrote:Do what you need to do. Having documentation about someone who is canceling a policy with your agency is an industry standard. Feel free to let anyone you want know that we follow procedures and guidelines and the rules are the same for each policy holder. I have let you know what we need in order to cancel your policy. The document you sent me does not have anything with your signature on it. I will look for the signed document and will cancel your policy as soon as I receive that.*** To connect on LinkedIn click here - www.linkedin.com/in/josephhoell ****** Referrals to our agency get you gift cards ***Thank you!Joseph HoellAgency OwnerPhone: ************Mobile: ************Fax: ************Address: W175N11081 ************ #*** **********, ** 53022The content of this email is confidential and intended for the recipient specified in message only. It is strictly forbidden to share any part of this message with any third party, without a written consent of the sender. If you received this message by mistake, please reply to this message and follow with its deletion, so that we can ensure such a mistake does not occur in the future.From: ************************* <***************************>
Sent: Tuesday, February 22, 2022 12:18:26 PM
To: *** Hoell
Subject: Re: [EXTERNAL] ******* auto policyMr. JoeI specifically questioned what it is you need..you said a signed document...a signed document saying what sir? **** do you want it to say? Sending me the same email twice does not answer my question nor does it acknowledge what the problem is w what I sent you.Your agency, nor the new one, pay my premiums, correct? So why is ME, the policy holder, written email statement saying to cancel my policy not acceptable? It seems like your "policy" is more about creating inconvenience to tour customers. I have a new auto policy in effect today! I want my current auto policy canceled. Why is this so hard? Should I go thru progressive? Should I maybe do some online reviews or get the better business bureau involved because you are not being helpful here today.On Tue, Feb 22, 2022, 12:07 PM *** Hoell <*******************************************************************> wrote:We do require a signed document stating that. It was something we did at Allstate, State Farm, many carriers / agents require this. Your new agent can help you and send something. It is not difficult and my agency's policy. Thank you!*** To connect on LinkedIn click here - www.linkedin.com/in/josephhoell ****** Referrals to our agency get you gift cards ***Thank you!Joseph HoellAgency OwnerPhone: ************Mobile: ************Fax: ************Address: W175N11081 ************ #*** **********, ** 53022The content of this email is confidential and intended for the recipient specified in message only. It is strictly forbidden to share any part of this message with any third party, without a written consent of the sender. If you received this message by mistake, please reply to this message and follow with its deletion, so that we can ensure such a mistake does not occur in the future.From: ************************* <***************************>
Sent: Tuesday, February 22, 2022 11:31:51 AM
To: *** Hoell
Subject: Fwd: [EXTERNAL] ******* auto policythis is what the company gave me to provide---------- Forwarded message ---------
From: ******************************* <*******.********@countryfinancial.com >
Date: Tue, Feb 22, 2022, 10:09 AM
Subject: RE: [EXTERNAL] ******* auto policy
To: ************************* <***************************>Hello *****,I have attached a copy of your insurance cards showing you are insured with Country Financial. You can provide this to your carrier if you would like as proof of other insurance. We do not require signed cancellation forms on our end.***************************************************Insurance Agent*****************2040 ************* Suite 1 *******, ** 54904Telephone: Office ************** Customer Service or Claims Reporting **************Fax: *************THIS EMAIL AND ANY FILES TRANSMITTED WITH IT ARE CONFIDENTIAL AND ARE INTENDED SOLELY FOR THE USE OF THE INDIVIDUAL OR ENTITY TO WHOM THEY ARE ADDRESSED. If you are not the intended recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. Any inadvertent receipt by you of confidential information shall not constitute a waiver of confidentiality. The sender disclaims liability for error or omissions in the content of this message that arise as a result of email transmission. If you have received this email in error, please return immediately to the sender and delete this copy from your system. Thank you for your cooperation.From: ************************* <***************************>
Sent: Tuesday, February 22, 2022 9:35 AM
To: ******************************* <*******.********@countryfinancial.com >
Subject: Fwd: [EXTERNAL] ******* auto policyCAUTION: This email is from outside of the organization. DO NOT CLICK a link or open an attachment unless you know the content is safe and are expecting it from the sender.are you able to provide something?---------- Forwarded message ---------
From: *** Hoell <*******************************************************************>
Date: Tue, Feb 22, 2022, 9:31 AM
Subject: Re: [EXTERNAL] ******* auto policy
To: ************************* <***************************>We do need a signed document stating that. You new carrier should be able to email that over.*** To connect on LinkedIn click here - www.linkedin.com/in/josephhoell ****** Referrals to our agency get you gift cards ***Thank you!Joseph HoellAgency OwnerPhone: ************Mobile: ************Fax: ************Address: W175N11081 ************ #*** **********, ** 53022The content of this email is confidential and intended for the recipient specified in message only. It is strictly forbidden to share any part of this message with any third party, without a written consent of the sender. If you received this message by mistake, please reply to this message and follow with its deletion, so that we can ensure such a mistake does not occur in the future.From: ************************* <***************************>
Sent: Tuesday, February 22, 2022 8:34:46 AM
To: *** Hoell
Subject: [EXTERNAL] ******* auto policyHello,I regret to inform you effective 2/27 we are switching carriers for our auto policy and would like to be sure you cancel that so no additional payments come on on our auto draw date on the 28th.Please advise how to proceedthank you***** and *************************6211 *************** rapids ** 54494************
Regards,
*************************Business response
03/09/2022
She did not get us the documentation required.
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