August 24, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10762781 Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s service was activated on May 8, 2009. Mr. [redacted] currently has Hughes’ Power plan which is listed at $59.99 per month. Regarding Mr. [redacted]’s concern of being told his service would increase by $120.00 for 12 months, please be advised that Mr. [redacted] is currently receiving a $10.00 service discount that applies on to the plan he’s currently on. The Pro plan mentioned can be offered to Mr. [redacted] at the $59.99 rate which is $20.00 less than its listed rate. We understand Mr. [redacted]’s frustration and concern and would like to be able to help in the best way we can. The service discount of $10.00 that he’s currently receiving isn’t inclusive with any upgrade offers because the service plan price is already being discounted by $20.00 off of the normal rate. We are happy to upgrade Mr. [redacted] to the Pro plan for 12 months at the rate of $59.99 per month. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
[redacted] 12/17/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] HughesNet would like to notify [redacted] that her concerns are being addressed and pertinent to her complaint not all of the...
information has been received to complete the investigation audit on her account. [redacted] should note that HughesNet is in progress with the audit and she should expect a call form the Corporate Officer within the next 24-48 hours. HughesNet understands that her concerns are frustrating but in order to fully understand her account the audit must be completed before determining a final result for her. HughesNet is sorry for any inconvenience [redacted] may have had. Furthermore, as soon as all of the information has been received HughesNet looks forward to speaking with her to reach an amicable resolution to her concerns. In the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer handling her complaint. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 14th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation 5 technology. I was able to speak with [redacted] on 11/16 on his original complaint. I attempted to call him 3 times on this complaint and was unable to reach him or leave a voice mail. HughesNet apologizes for the difficulties [redacted] had immediately following the installation of his new Gen 5 upgrade. By all accounts our newer technology is superior to the previous generation. There is more data available, much higher speeds, and a built in router with video saver technology to help the customer conserve data when streaming videos. We have had a great response from the majority of our customer's who go through with the upgrade which is why it concerns us when the customer feels that it is worse than his prior services. I advised the customer that I saw some usage issues that might need to be addressed, but was unable to go into great detail as the customer was at work. I saw that he was running out of data about 9 days into his cycle, using an average of 2 GB a day to that point. He seemed to use his prior Gen 4 allowance in the same amount of time, at least in September. We can assist the customer in a few ways with that situation like showing [redacted] where he can monitor and manage his data, purchase and use tokens for temporary data relief, and discuss the customer's general usage to see if an upgrade is needed. This is not to say something else may not be wrong with the customer's ability to stream video, and other basic internet browsing. The customer is again currently out of the data I replenished for him on his original complaint. If he would like to trouble shoot he will need to call in to have tokens added when he is ready to do so. On 11/16 I advised [redacted] of the following. If he is getting below 25 Mbps with data available he can call in to tech support which is open 24 hours a day and we can do basic troubleshooting. If this does not solve the problem our next step is to escalate the issue to our engineering department to investigate and solve the root of the customer's service difficulties. If [redacted] performs the tests with data available and is getting 25 Mbps or over and is still having difficulty streaming he can call in to our tech support and we can offer him a complimentary diagnosis and fix through our partner company Home Tech Support. These agents are able to correct issues that may be outside of the scope of HughesNet customer technical support if our services are fully operational. We will be happy to assist the customer in any way possible to get the [redacted] the high quality services he deserves. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
As I stated before, they owe me the prorated amt of $44.51 for service they charged me for and I did not receive. The 'relaxed' period as they call it only serves to satisfy the customers needs until they can no longer cancel without penalty. I did monitor usage and it stated I was within the range for the month. So I believed this service would be adequate for my needs. Revdex.com do you think they deserve an A+ rating as long as they respond to my complaint. Not remedying it, just responding. The salesman and customer service reps can lie and mislead their customers, but this is good business practice? I will never accept their response as long as they keep the money they owe me.
Regards,
[redacted]
September 10, 2015 Mr. [redacted]
[redacted]Revdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your letter to...
the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on May 12, 2015. On August 24, 2015, Mr. [redacted] account was cancelled. As a result of cancellation within his contractual agreement, Mr. [redacted] account was charged an early termination fee in the amount of $385.00. At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Regarding Mr. [redacted] concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Relative to Mr. [redacted] concerns about unexplained loss of data, any device that is capable of going online can drain your usage - such devices include but are not limited to computers (desktops, laptops, [redacted]s, or PCs), tablets [redacted], PC pads, readers, etc...), phones (any smart phone in your home), TVs (most TVs today are equipped to go online - this will add to your usage), online gaming devices ([redacted], [redacted], [redacted], etc...) and in some cases home appliances that communicate to you (thermostats, fridges, etc...). If you have any gaming devices in your home, please remember that software updates for online games are frequently high in bandwidth and that more often than not, online gaming devices update automatically by default. We ask customers to take a screenshot of their status meter that shows how much bandwidth or data allowance they have available and then unplug the LAN cable from their modem and or router (if they’re using a router) and take note of the day and time it’s unplugged. Leave it unplugged possibly overnight or while at work and then plug it back up. What the customer should see is there has been no change or usage during the period of time that the LAN cable was unplugged from the router and or modem. Regarding Mr. [redacted] request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]
[redacted]
[redacted]
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
For some reason I can't view the reply from them ?, but more than likely I wouldn't like / agree to what they want. Unless they're coming to take their equipment out, and NOT charge me / us anything.They have already broke the / our contract by not providing constant un-interrupted service, yet they're telling me that I have to give them $200.00 to break the contract ?. This is EXTORTION / BLACKMAILFRAUD, = pay this or else we'll mess up your credit rating. Our contract ends in February 2015,and we're planning NOT to continue (move to [redacted]. As they're NOT ripping us off, extorting money / blackmailing us. THANK YOU ! [redacted]
March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s service was activated on September 22, 2014. On February 21, 2015, Mr. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, Mr. [redacted]’s account was charged an early termination fee in the amount of $360.00. Mr. [redacted] was offered to take advantage of Hughes’ move program to relocate his service at no cost which he declined. Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $180.00 to his account representing half of the early termination fee. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
In response to your letter to the
executive customer care division of Hughes, it is our understanding
that Ms. [redacted] has some concerns regarding the return of her
equipment and being charged an unreturned equipment fee.After further review, please be
advised that when Ms. [redacted] subscribed to...
the HughesNet Service, she
expressly agreed that “upon termination of Service, whether before
or after the expiration of any minimum term commitment, Subscribers
to HughesNet Service Plans are required to return the modem, power
supply, and radio (outdoor transmitter) to Hughes. The equipment
needs to be returned within 45 days of cancellation date or be
charged a $300 Unreturned Equipment Fee ($100 for the modem and power
supply and $200 for the radio transmitter). A box and pre-paid label
is provided for the successful return of the equipment. Ms.
[redacted]’ was charged an unreturned equipment fee in the amount of
$216.00.After
further review, we have issued a refund of the unreturned equipment
fee on 03/08/2014 to the checking account on file for the return of
the equipment.Ms.
[redacted] may contact me directly with any additional questions.We
sincerely regret any inconvenience that Ms. [redacted] may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faith. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very
much for your consideration.Very
truly yours,Ecole
F[redacted]Sr.
Executive Customer Support###-###-####[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
December 1, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response...
to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on August 6, 2013. On August 1, 2016 Mr. [redacted]’s service was cancelled. Due to the account being cancelled outside the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding Mr. [redacted]’s concern of not being informed of all of the equipment that needed to be returned please be advised that Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment and it specifies what equipment needs to be returned. It is also standard for the agent to inform what needs to be returned when the cancellation request is made because they are reading the terms and conditions to the customer. Our records indicate the terms and conditions which included instructions of what needed to be returned were read during the final disclosure of the cancellation request. In addition Hughes mailed a return kit on September 7, 2016 containing instructions of everything that needs to be returned. “Returning Equipment to Hughes Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” Regarding Mr. [redacted]’s request to be refunded for the unreturned equipment fee in the amount of $212.00 please be advised that as a onetime courtesy, we have manually adjusted our system to reflect the equipment as being returned. A credit in the amount of $212.00 will be placed on the account and that amount will be refunded. Please be advised that Hughes’ subscriber contains specific language that states Hughes is not responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” Mr. [redacted] is advised to consult with his bank and ask them to waive the overdraft fee as a courtesy. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron D. W[redacted] Executive Customer Support ###-###-#### [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards, Thank you so much.
[redacted]
March 31, 2015Dear [redacted]:In
response to your letter to the Executive Customer Support division of Hughes,
we have tried to reach out to [redacted].
We have found no notes in our system from any calls from [redacted]. The telephone number he provided
in this complaint is...
invalid. We also
attempted to reach out to [redacted] via the email address in this complaint
with no response. If [redacted] has any
questions, he can contact me at the telephone number listed below. We have made an honest attempt to reach [redacted] but with no valid way to contact him we have no further recourse. At this point, we would respectfully request
that our response to this complaint be accepted as closure to the case. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very
truly yours,Nancy MExecutive
Customer Support
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I had a previous complaint that was closed for some reason with out being resolved. I have had terrible internet service since the start of my contract with Hughes net. I even had the technician admit that it “just doesn’t work we in some places”. I did the troubleshooting- then had a technician out. He replaced all the equipment. He ran a test and showed my husband that everything checked out fine. Not even 5 minutes later- he came in and showed me. When he ran the test again- it failed miserably. Nothing has changed- the service is still awful. I don’t think I should be penalized with an outrageous cancellation fee when it has not worked properly since the very start.I spoke to a customer service rep in Arizona by the name of J. C[redacted]. She called after the technicians visit but I was not able to answer. She said I could respond to her through the complaint but I got a message it was closed. There is no other way to contact her. I want to be released from this contract with no penalty due to bad service from the start. We have tried everything and the service has not gotten any better.
Regards,
[redacted]
March 18, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on September 30, 2014. On February 23, 2015, Ms. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $315.73. Regarding Ms. [redacted]’s concern of her account being automatically debited for the early termination fee, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges. “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Our records indicate that Ms. [redacted] was informed of the amount that would be charged and also given a one month credit to apply towards the early termination fee. While we can’t refund the valid fee charged to Ms. [redacted]’s card we will issue an additional two month credit in the amount of $80.00 and that amount will be refunded to the card on file. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
[redacted] 8/2/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File #[redacted] In response to your letter, to the Executive Customer Support division of HughesNet. It has been acknowledged that [redacted] was not satisfied with the proposed resolution HughesNet offered her in reference to [redacted] internet services. Upon further research and review of [redacted] account history HughesNet has verified that the first call on July 6th 2017 was made because of Technical issues. [redacted] was asking to cancel her HughesNet services during this call and several calls thereafter. Because of our superior Retention Agents [redacted] was retained as a HughesNet customer however, based on a sales call review the Agent did offer the HughesNet services on a 30-day trial period. Furthermore, because [redacted] wanted to cancel the services when she first made contact into our Technical support team, HughesNet feels that [redacted] was within the first 30 days of her service. Although [redacted] was saved and continued to keep the service HughesNet will allow [redacted] to cancel her HughesNet services without any penalty. HughesNet will be shipping [redacted] a box with a return shipping label to her address on file. [redacted] is asked that she return the leased modem, power supply, and radio transmitter within 45 days from the date of this letter. It is important that the leased equipment is returned in a timely manner to avoid any UN-returned equipment fees of up to $300. If [redacted] needs assistance with the DE-Install she may contact us to set that up. Lastly, HughesNet would like to notify [redacted] that she is required to contact our Support Center and ask to speak with Account Management in order to process the cancellation. [redacted] can provide Case #[redacted] when calling so HugesNet's Team can locate the corresponding information for her to complete the cancellation. Additionally, HugesNet recommends that [redacted] does call at her earliest convenience to process the cancellation before her next bill is generated on August 20th 2017. [redacted]'s account will have a zero balance until up until the next billing cycle. The number for [redacted] to reach our Account Management Team is ###-###-#### and again please reference the case number above. HughesNet does understand that our services sometimes are not able to meet every consumer needs and expectations but are hopeful that are actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Sr. Executive Customer Support [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
August 07, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear [redacted] In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes...
service. Our Executive Customer Care representative reviewed all pertinent database records. At the time of sale, Hughes can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. “To ensure fair Internet access for all HughesNet® subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancellation policy.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] frustration and concern. The last troubleshooting efforts indicated [redacted] was subjected to the Fair Access Policy. The Fair Access Policy is a tangible part of our service based on the parameters of each plan. We are unable to revise the policy. In light of [redacted]’s issues, Hughes issued a credit of half the early termination fee of $192.50 back to the credit card on file. The refund will post in 72 hours. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. Executive Customer [email protected]
[redacted] 11/27/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted]
File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
[redacted] was subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination policy. It has been verified that [redacted] first subscribed to HughesNet internet on August 5th, 2017 and has canceled service as of October 24th, 2017. HughesNet completed an audit on [redacted]'s account cases and invoice history regarding his concerns. According to the case notes on August 20th, 2017,[redacted] called in to HughesNet support wanting to cancel services; however, [redacted] was not available to give [redacted] approval to process this cancellation. It was stated they would call HughesNet back once [redacted] was available. Following that, the next contact made into HughesNet support was not to process a cancellation but for assistance needed to connect devices to the 5 GHz wifi network. After that, on September 9th, 2017 a call was made again to cancel services; however, [redacted] was requesting this and not the account holder [redacted]. The result of this call was a technician visit, free of charge, sent to [redacted]'s home; it was determined no issues or problems needed to be fixed according to the technician's notes. Based on the audit, it was determined that although [redacted] had wanted to cancel service in August it was never him making the calls into HughesNet support and according to policies the account holder is the only one who can authorize this change to be made. Furthermore, there were a few calls made into HughesNet support where troubleshooting assistance was declined on [redacted]'s end which makes it very challenging for HughesNet agents to discover the root cause of his service concerns. Until all efforts to troubleshoot are exhausted HughesNet cannot find justification as to waive or reduce the early termination fee because most all of HughesNet subscriber's issues can be resolved through troubleshooting. Finally, [redacted] called into HughesNet support last month and canceled service which was processed as a Standard Cancellation which means the service remains active until the next billing cycle; however, any early termination fees are charged immediately to the subscriber as well as any remaining owed balance. The invoice generated on October 5th for the monthly service charges of $90.24 was not paid, and the account was canceled on the 24th causing prorated charges and the early termination fee leaving a balance owed of $776.31. Due to [redacted]s complaint, HughesNet's Corporate Officer did pull some data usage charts from September, and October. The results did validate the concern that the service was only being used part of the time and may have appeared to not be working on [redacted]'s end. HughesNet did show a Fully Operational diagnostic on every contact that was made which means that the issis still an HP device connected via 2.4GHz wifi. To address the return equipment, there has been a return kit shipped already, and according to the UPS tracking number, it should be delivered today, November 27th; [redacted] should return the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $300. Based on the results of the Corporate Officer's investigation, it seems that there were some issues with [redacted]'s service; however, on HughesNet's side everything was working properly, and [redacted] was utilizing the services when there wasn't weather related issues or devices issues. According to the subscriber agreement, which [redacted] agreed to at the time of order; he was made aware of the terms and conditions which included the early termination fees. HughesNet is well within our legal rights to assess the fees, especially because troubleshooting assistance was declined. We understand that this may not have been the outcome [redacted] had hoped for, but he does have until December 8th to reactivate his services. HughesNet will waive the reactivation fee for [redacted] as a courtesy if he chooses to reactivate. He may reference Case # [redacted] when contacting HughesNet support. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
August 26, 2016 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service and...
the return of the equipment. Our Executive Customer Care representative reviewed all pertinent database records. Please be advised, per the installation guidelines; Mr. [redacted] subscriber under: The installer will drill holes through the exterior and interior walls, into the room where the modem is located. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]s frustration and concern. After further review, we have added (5) tokens to the account to use once the policy has been exceeded.Mr. [redacted] may contact our customer support team at [redacted] to troubleshoot any underlying issues with the service.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,E. F[redacted]
[redacted]
June 5, 2017Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]
In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr....
[redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. After further review, please be advised that when customers subscribed to the HughesNet Service, they expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within (45) days after the cancellation date. In light of Mr. [redacted]’s issues, Hughes has processed a refund of $261.07 back to the credit card on file. The refund will post in (5) business days. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, E. F[redacted]
[redacted]
[redacted]
August 24, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10762781 Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s service was activated on May 8, 2009. Mr. [redacted] currently has Hughes’ Power plan which is listed at $59.99 per month. Regarding Mr. [redacted]’s concern of being told his service would increase by $120.00 for 12 months, please be advised that Mr. [redacted] is currently receiving a $10.00 service discount that applies on to the plan he’s currently on. The Pro plan mentioned can be offered to Mr. [redacted] at the $59.99 rate which is $20.00 less than its listed rate. We understand Mr. [redacted]’s frustration and concern and would like to be able to help in the best way we can. The service discount of $10.00 that he’s currently receiving isn’t inclusive with any upgrade offers because the service plan price is already being discounted by $20.00 off of the normal rate. We are happy to upgrade Mr. [redacted] to the Pro plan for 12 months at the rate of $59.99 per month. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
[redacted] 12/17/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] HughesNet would like to notify [redacted] that her concerns are being addressed and pertinent to her complaint not all of the...
information has been received to complete the investigation audit on her account. [redacted] should note that HughesNet is in progress with the audit and she should expect a call form the Corporate Officer within the next 24-48 hours. HughesNet understands that her concerns are frustrating but in order to fully understand her account the audit must be completed before determining a final result for her. HughesNet is sorry for any inconvenience [redacted] may have had. Furthermore, as soon as all of the information has been received HughesNet looks forward to speaking with her to reach an amicable resolution to her concerns. In the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer handling her complaint. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 14th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation 5 technology. I was able to speak with [redacted] on 11/16 on his original complaint. I attempted to call him 3 times on this complaint and was unable to reach him or leave a voice mail. HughesNet apologizes for the difficulties [redacted] had immediately following the installation of his new Gen 5 upgrade. By all accounts our newer technology is superior to the previous generation. There is more data available, much higher speeds, and a built in router with video saver technology to help the customer conserve data when streaming videos. We have had a great response from the majority of our customer's who go through with the upgrade which is why it concerns us when the customer feels that it is worse than his prior services. I advised the customer that I saw some usage issues that might need to be addressed, but was unable to go into great detail as the customer was at work. I saw that he was running out of data about 9 days into his cycle, using an average of 2 GB a day to that point. He seemed to use his prior Gen 4 allowance in the same amount of time, at least in September. We can assist the customer in a few ways with that situation like showing [redacted] where he can monitor and manage his data, purchase and use tokens for temporary data relief, and discuss the customer's general usage to see if an upgrade is needed. This is not to say something else may not be wrong with the customer's ability to stream video, and other basic internet browsing. The customer is again currently out of the data I replenished for him on his original complaint. If he would like to trouble shoot he will need to call in to have tokens added when he is ready to do so. On 11/16 I advised [redacted] of the following. If he is getting below 25 Mbps with data available he can call in to tech support which is open 24 hours a day and we can do basic troubleshooting. If this does not solve the problem our next step is to escalate the issue to our engineering department to investigate and solve the root of the customer's service difficulties. If [redacted] performs the tests with data available and is getting 25 Mbps or over and is still having difficulty streaming he can call in to our tech support and we can offer him a complimentary diagnosis and fix through our partner company Home Tech Support. These agents are able to correct issues that may be outside of the scope of HughesNet customer technical support if our services are fully operational. We will be happy to assist the customer in any way possible to get the [redacted] the high quality services he deserves. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
As I stated before, they owe me the prorated amt of $44.51 for service they charged me for and I did not receive. The 'relaxed' period as they call it only serves to satisfy the customers needs until they can no longer cancel without penalty. I did monitor usage and it stated I was within the range for the month. So I believed this service would be adequate for my needs. Revdex.com do you think they deserve an A+ rating as long as they respond to my complaint. Not remedying it, just responding. The salesman and customer service reps can lie and mislead their customers, but this is good business practice? I will never accept their response as long as they keep the money they owe me.
Regards,
[redacted]
September 10, 2015 Mr. [redacted]
[redacted]Revdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your letter to...
the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on May 12, 2015. On August 24, 2015, Mr. [redacted] account was cancelled. As a result of cancellation within his contractual agreement, Mr. [redacted] account was charged an early termination fee in the amount of $385.00. At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Regarding Mr. [redacted] concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Relative to Mr. [redacted] concerns about unexplained loss of data, any device that is capable of going online can drain your usage - such devices include but are not limited to computers (desktops, laptops, [redacted]s, or PCs), tablets [redacted], PC pads, readers, etc...), phones (any smart phone in your home), TVs (most TVs today are equipped to go online - this will add to your usage), online gaming devices ([redacted], [redacted], [redacted], etc...) and in some cases home appliances that communicate to you (thermostats, fridges, etc...). If you have any gaming devices in your home, please remember that software updates for online games are frequently high in bandwidth and that more often than not, online gaming devices update automatically by default. We ask customers to take a screenshot of their status meter that shows how much bandwidth or data allowance they have available and then unplug the LAN cable from their modem and or router (if they’re using a router) and take note of the day and time it’s unplugged. Leave it unplugged possibly overnight or while at work and then plug it back up. What the customer should see is there has been no change or usage during the period of time that the LAN cable was unplugged from the router and or modem. Regarding Mr. [redacted] request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination fee. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]
[redacted]
[redacted]
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
For some reason I can't view the reply from them ?, but more than likely I wouldn't like / agree to what they want. Unless they're coming to take their equipment out, and NOT charge me / us anything.They have already broke the / our contract by not providing constant un-interrupted service, yet they're telling me that I have to give them $200.00 to break the contract ?. This is EXTORTION / BLACKMAILFRAUD, = pay this or else we'll mess up your credit rating. Our contract ends in February 2015,and we're planning NOT to continue (move to [redacted]. As they're NOT ripping us off, extorting money / blackmailing us. THANK YOU ! [redacted]
March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s service was activated on September 22, 2014. On February 21, 2015, Mr. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, Mr. [redacted]’s account was charged an early termination fee in the amount of $360.00. Mr. [redacted] was offered to take advantage of Hughes’ move program to relocate his service at no cost which he declined. Regarding Mr. [redacted]’s request to cancel without penalty, please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit of $180.00 to his account representing half of the early termination fee. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
In response to your letter to the
executive customer care division of Hughes, it is our understanding
that Ms. [redacted] has some concerns regarding the return of her
equipment and being charged an unreturned equipment fee.After further review, please be
advised that when Ms. [redacted] subscribed to...
the HughesNet Service, she
expressly agreed that “upon termination of Service, whether before
or after the expiration of any minimum term commitment, Subscribers
to HughesNet Service Plans are required to return the modem, power
supply, and radio (outdoor transmitter) to Hughes. The equipment
needs to be returned within 45 days of cancellation date or be
charged a $300 Unreturned Equipment Fee ($100 for the modem and power
supply and $200 for the radio transmitter). A box and pre-paid label
is provided for the successful return of the equipment. Ms.
[redacted]’ was charged an unreturned equipment fee in the amount of
$216.00.After
further review, we have issued a refund of the unreturned equipment
fee on 03/08/2014 to the checking account on file for the return of
the equipment.Ms.
[redacted] may contact me directly with any additional questions.We
sincerely regret any inconvenience that Ms. [redacted] may have
experienced and are hopeful that our actions will serve as a
demonstration of our good faith. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very
much for your consideration.Very
truly yours,Ecole
F[redacted]Sr.
Executive Customer Support###-###-####[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
December 1, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response...
to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on August 6, 2013. On August 1, 2016 Mr. [redacted]’s service was cancelled. Due to the account being cancelled outside the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding Mr. [redacted]’s concern of not being informed of all of the equipment that needed to be returned please be advised that Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment and it specifies what equipment needs to be returned. It is also standard for the agent to inform what needs to be returned when the cancellation request is made because they are reading the terms and conditions to the customer. Our records indicate the terms and conditions which included instructions of what needed to be returned were read during the final disclosure of the cancellation request. In addition Hughes mailed a return kit on September 7, 2016 containing instructions of everything that needs to be returned. “Returning Equipment to Hughes Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” Regarding Mr. [redacted]’s request to be refunded for the unreturned equipment fee in the amount of $212.00 please be advised that as a onetime courtesy, we have manually adjusted our system to reflect the equipment as being returned. A credit in the amount of $212.00 will be placed on the account and that amount will be refunded. Please be advised that Hughes’ subscriber contains specific language that states Hughes is not responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” Mr. [redacted] is advised to consult with his bank and ask them to waive the overdraft fee as a courtesy. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron D. W[redacted] Executive Customer Support ###-###-#### [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards, Thank you so much.
[redacted]
March 31, 2015Dear [redacted]:In
response to your letter to the Executive Customer Support division of Hughes,
we have tried to reach out to [redacted].
We have found no notes in our system from any calls from [redacted]. The telephone number he provided
in this complaint is...
invalid. We also
attempted to reach out to [redacted] via the email address in this complaint
with no response. If [redacted] has any
questions, he can contact me at the telephone number listed below. We have made an honest attempt to reach [redacted] but with no valid way to contact him we have no further recourse. At this point, we would respectfully request
that our response to this complaint be accepted as closure to the case. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very
truly yours,Nancy MExecutive
Customer Support
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I had a previous complaint that was closed for some reason with out being resolved. I have had terrible internet service since the start of my contract with Hughes net. I even had the technician admit that it “just doesn’t work we in some places”. I did the troubleshooting- then had a technician out. He replaced all the equipment. He ran a test and showed my husband that everything checked out fine. Not even 5 minutes later- he came in and showed me. When he ran the test again- it failed miserably. Nothing has changed- the service is still awful. I don’t think I should be penalized with an outrageous cancellation fee when it has not worked properly since the very start.I spoke to a customer service rep in Arizona by the name of J. C[redacted]. She called after the technicians visit but I was not able to answer. She said I could respond to her through the complaint but I got a message it was closed. There is no other way to contact her. I want to be released from this contract with no penalty due to bad service from the start. We have tried everything and the service has not gotten any better.
Regards,
[redacted]
March 18, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on September 30, 2014. On February 23, 2015, Ms. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’s account was charged an early termination fee in the amount of $315.73. Regarding Ms. [redacted]’s concern of her account being automatically debited for the early termination fee, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges. “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Our records indicate that Ms. [redacted] was informed of the amount that would be charged and also given a one month credit to apply towards the early termination fee. While we can’t refund the valid fee charged to Ms. [redacted]’s card we will issue an additional two month credit in the amount of $80.00 and that amount will be refunded to the card on file. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
[redacted] 8/2/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File #[redacted] In response to your letter, to the Executive Customer Support division of HughesNet. It has been acknowledged that [redacted] was not satisfied with the proposed resolution HughesNet offered her in reference to [redacted] internet services. Upon further research and review of [redacted] account history HughesNet has verified that the first call on July 6th 2017 was made because of Technical issues. [redacted] was asking to cancel her HughesNet services during this call and several calls thereafter. Because of our superior Retention Agents [redacted] was retained as a HughesNet customer however, based on a sales call review the Agent did offer the HughesNet services on a 30-day trial period. Furthermore, because [redacted] wanted to cancel the services when she first made contact into our Technical support team, HughesNet feels that [redacted] was within the first 30 days of her service. Although [redacted] was saved and continued to keep the service HughesNet will allow [redacted] to cancel her HughesNet services without any penalty. HughesNet will be shipping [redacted] a box with a return shipping label to her address on file. [redacted] is asked that she return the leased modem, power supply, and radio transmitter within 45 days from the date of this letter. It is important that the leased equipment is returned in a timely manner to avoid any UN-returned equipment fees of up to $300. If [redacted] needs assistance with the DE-Install she may contact us to set that up. Lastly, HughesNet would like to notify [redacted] that she is required to contact our Support Center and ask to speak with Account Management in order to process the cancellation. [redacted] can provide Case #[redacted] when calling so HugesNet's Team can locate the corresponding information for her to complete the cancellation. Additionally, HugesNet recommends that [redacted] does call at her earliest convenience to process the cancellation before her next bill is generated on August 20th 2017. [redacted]'s account will have a zero balance until up until the next billing cycle. The number for [redacted] to reach our Account Management Team is ###-###-#### and again please reference the case number above. HughesNet does understand that our services sometimes are not able to meet every consumer needs and expectations but are hopeful that are actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Sr. Executive Customer Support [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
August 07, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear [redacted] In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes...
service. Our Executive Customer Care representative reviewed all pertinent database records. At the time of sale, Hughes can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. “To ensure fair Internet access for all HughesNet® subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancellation policy.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] frustration and concern. The last troubleshooting efforts indicated [redacted] was subjected to the Fair Access Policy. The Fair Access Policy is a tangible part of our service based on the parameters of each plan. We are unable to revise the policy. In light of [redacted]’s issues, Hughes issued a credit of half the early termination fee of $192.50 back to the credit card on file. The refund will post in 72 hours. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. Executive Customer [email protected]
[redacted] 11/27/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted]
File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
[redacted] was subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination policy. It has been verified that [redacted] first subscribed to HughesNet internet on August 5th, 2017 and has canceled service as of October 24th, 2017. HughesNet completed an audit on [redacted]'s account cases and invoice history regarding his concerns. According to the case notes on August 20th, 2017,[redacted] called in to HughesNet support wanting to cancel services; however, [redacted] was not available to give [redacted] approval to process this cancellation. It was stated they would call HughesNet back once [redacted] was available. Following that, the next contact made into HughesNet support was not to process a cancellation but for assistance needed to connect devices to the 5 GHz wifi network. After that, on September 9th, 2017 a call was made again to cancel services; however, [redacted] was requesting this and not the account holder [redacted]. The result of this call was a technician visit, free of charge, sent to [redacted]'s home; it was determined no issues or problems needed to be fixed according to the technician's notes. Based on the audit, it was determined that although [redacted] had wanted to cancel service in August it was never him making the calls into HughesNet support and according to policies the account holder is the only one who can authorize this change to be made. Furthermore, there were a few calls made into HughesNet support where troubleshooting assistance was declined on [redacted]'s end which makes it very challenging for HughesNet agents to discover the root cause of his service concerns. Until all efforts to troubleshoot are exhausted HughesNet cannot find justification as to waive or reduce the early termination fee because most all of HughesNet subscriber's issues can be resolved through troubleshooting. Finally, [redacted] called into HughesNet support last month and canceled service which was processed as a Standard Cancellation which means the service remains active until the next billing cycle; however, any early termination fees are charged immediately to the subscriber as well as any remaining owed balance. The invoice generated on October 5th for the monthly service charges of $90.24 was not paid, and the account was canceled on the 24th causing prorated charges and the early termination fee leaving a balance owed of $776.31. Due to [redacted]s complaint, HughesNet's Corporate Officer did pull some data usage charts from September, and October. The results did validate the concern that the service was only being used part of the time and may have appeared to not be working on [redacted]'s end. HughesNet did show a Fully Operational diagnostic on every contact that was made which means that the issis still an HP device connected via 2.4GHz wifi. To address the return equipment, there has been a return kit shipped already, and according to the UPS tracking number, it should be delivered today, November 27th; [redacted] should return the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $300. Based on the results of the Corporate Officer's investigation, it seems that there were some issues with [redacted]'s service; however, on HughesNet's side everything was working properly, and [redacted] was utilizing the services when there wasn't weather related issues or devices issues. According to the subscriber agreement, which [redacted] agreed to at the time of order; he was made aware of the terms and conditions which included the early termination fees. HughesNet is well within our legal rights to assess the fees, especially because troubleshooting assistance was declined. We understand that this may not have been the outcome [redacted] had hoped for, but he does have until December 8th to reactivate his services. HughesNet will waive the reactivation fee for [redacted] as a courtesy if he chooses to reactivate. He may reference Case # [redacted] when contacting HughesNet support. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
August 26, 2016 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service and...
the return of the equipment. Our Executive Customer Care representative reviewed all pertinent database records. Please be advised, per the installation guidelines; Mr. [redacted] subscriber under: The installer will drill holes through the exterior and interior walls, into the room where the modem is located. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]s frustration and concern. After further review, we have added (5) tokens to the account to use once the policy has been exceeded.Mr. [redacted] may contact our customer support team at [redacted] to troubleshoot any underlying issues with the service.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,E. F[redacted]
[redacted]
June 5, 2017Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]
In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr....
[redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. After further review, please be advised that when customers subscribed to the HughesNet Service, they expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within (45) days after the cancellation date. In light of Mr. [redacted]’s issues, Hughes has processed a refund of $261.07 back to the credit card on file. The refund will post in (5) business days. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, E. F[redacted]
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