July 6, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] [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 the account is registered to [redacted] and was activated on February 8, 2014 and initially requested to cancel his service on April 28, 2016 but accepted a retention offer of receiving a one month courtesy credit and was explained the reason for the issues was because the data allowance had been exceeded. Ms. [redacted] was hesitant about retaining the service but agreed to try it for another month. The next call came on June 8, 2016 which questions as to why there was a charge for service. Please be advised that there were no additional request made to cancel service until June 8, 2016 and that would’ve been a valid charge, however there was an adjustment of $61.77 applied to the account and that amount was refunded to the card on file. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has been credited in the amount of $61.77 on April 28, 2016 as a retention offer and then again on June 20, 2016 and that amount was refunded to the card on file. Regarding Ms. [redacted]’s concern of Hughes not covering her overdraft fees please be advised that Hughes’ subscriber agreement contains specific language that states Hughes isn’t responsible for overdraft fees or other expenses from a customer’s financial institution; “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.” 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]
[redacted]
[redacted]
[redacted]
December 19, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on September 15, 2014. On October 21, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $400.00. The overall final bill was reduced to $294.44 because of the prorated credit for unused service. Regarding [redacted]’s request to cancel without penalty, please be advised that 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 her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a total credit of $398.71 to her account representing the early termination fee and the last month of service in the amount of $104.27. The first month of service and $99.00 activation fee are valid charges. 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. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]
November 1, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated October 11, 2017 to the Executive Customer Care division of...
HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service and feels HughesNet does not abide by its contract or advertised speeds. [redacted] is seeking to terminate service without penalty. Our records indicate that [redacted] was activated on June 21, 2017. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the calls she made to HughesNet prior to establishing contact with [redacted]. HughesNet informed [redacted] the service performance is within the appropriate speed limits when the account has enough data allowance. We explained the reason she experienced connectivity issues was due to consuming the 20 GB data allowance she purchased with the service plan. [redacted] informed our sales associate she will be using the internet for streaming video through [redacted] or [redacted] and her son will be playing [redacted] games, such as [redacted] or [redacted]. We informed [redacted] real time, first shooter games are not compatible with satellite internet and will experience delays. The 20 GB plan we offer allows our customer's 10 hours of HD-quality video streaming or 30 hours of Standard-Definition video streaming. This will not include other internet activities, such as email, internet browsing, etc. The return kit to return the equipment was shipped on October 8, 2017 and arrived on October 11, 2017. [redacted] confirmed she received the kit and we informed the equipment must be returned by November 22, 2017 to avoid the unreturned equipment fee of $300. Our Executive Customer Care representative apologized for the customer service she feels she experienced on October 7, 2017. We assured [redacted] the hang up was not intentional, but will provide enhancement training. We confirmed HughesNet offers a De-install Equipment Recovery program if the customer is unable to de-install the radio assembly. A professional installer can be requested, at the customer's expense, to perform the work. This service includes removal of the radio from the antenna and disconnection of the modem. The cost of this option is $100. We asked if her son can help her remove the radio transmitter and she verified she can do that. Terms and conditions can be found at legal.hughesnet.com under the Subscriber Agreement under Early Termination: Lease Option. Our Executive Customer Care representative advised [redacted] when she 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. Our Executive Customer Care representative informed [redacted] the early termination fee of $385 is valid because the service was working within the performance limits. The connectivity issue was due to consuming the data allowance. Considering [redacted]‘s difficulties she experienced with our service, we negotiated a credit of $100 for the early termination fee. [redacted] confirmed she has a remaining balance of $60.64 for services rendered from September 21, 2017 to October 7, 2017. After the credit, [redacted]'s final balance is $345.64 which includes the early termination fee and remaining balance for service. [redacted] expressed a payment arrangement is needed, but does not have a timeline of dates she can make her payments. We informed [redacted] she can call our billing support team to make arrangements when she is ready. She can view the credit or make payments on our website: supportcenter.myhughesnet.com and she verified she has the User ID and password. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request your 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. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
February 17, 2017 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File # [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service....
Our Executive Customer Care representative reviewed all pertinent database records. “To ensure f[redacted] Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special F[redacted] 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 Ms. [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 cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern. In light of Ms. [redacted]’s issues, Hughes waived the early termination fee. Ms. [redacted] would need to contact the distributor RS&I directly to discuss any refunds of the router at [redacted] 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 considerationVery truly yours,E. F[redacted]
[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted], In response to your letter dated November 4th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the quality of services in her area. We would like to say as long as the customer has an unobstructed view of the souther sky there is no reason that she cannot be provided with high quality high speed internet by HughesNet. I have examined the pictures taken of her satellite dish when we most recently had a technician go out to her home on August 13th. The technician changed out the customer's radio transmitter and repointed her dish fixing the technical issue. In examining those photographs I see no obstructions between her dish and the southern sky. Prior to the technician visit of 8/13 most of the customer's interactions with customer support were billing related. After that visit we offered on 3 separate occasions to troubleshoot with the customer, and on 2 separate occasions offered to upgrade the customer to our new Gen 5 technology which would have included a reinstallation if there was any issues with the dish. Since HughesNet made every effort to solve the customer's perceived technical problems and there is no evidence that satellite internet does not work in her “area,” and we have photographic evidence that it should work, HughesNet will not be waiving the customer's early termination fees. 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 Care [email protected]
July 8, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re [redacted]File# [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 service.Our executive customer care representative reviewed all pertinent database records. After further review, Hughes has a free move program that will move customers’ equipment to their new location. Unfortunately, Ms. [redacted] was unable to take advantage of the program and as a result cancelled the service within her 24 month commitment.Please be advised when Ms. [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 cancelation policy. In light of Ms. [redacted]’s issues, Hughes waived the remaining early termination fee. The closing balance is $0.00.It will take can take up to (4) to (6) weeks for the information to be removed from the collections department.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,E. F[redacted]Sr. Executive Customer Support[redacted]
March 7, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter...
to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 5, 2012. Per [redacted]’s letter, she made a payment of $50.00 that wasn’t credited to her account. [redacted] has been attempting to send supporting documents in to confirm her missing payment. At this point, we have issued an adjustment as a courtesy in the amount $78.45 on February 21, 2017. [redacted] has a current balance of $73.36 as a result of her March 5, 2017 bill generating. We hope that [redacted] continues her service with Hughes. In the event that she wishes to make changes to her account she would need to contact customer support directly at [redacted]. 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. Very truly yours, D[redacted]
[redacted]
[redacted]
[redacted]et
[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 been on the phone with Hughesnet customer service representative, S[redacted] for 45 minutes this morning trying to cancel my service. She speaks poor English and it was a very challenging conversation. She said there is no information stating that I will not be charged for early termination and that I will be charged. Hopefully, my service has been cancelled. I was given a case #1[redacted]. The only way we can accept this offer is with the guarantee of no further charges after this date and time and reimbursement of any penalties or fees assessed.
Regards,
D[redacted]
[redacted] 12/5/17Trade 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 that HughesNet has offered. HughesNet did further investigate [redacted]'s account based on her concerns about the return kit for the leased equipment. According to the findings, her new address was added into the system when she canceled on June 28th, 2017; however, when HughesNet looked up the RMA request there were two Ship To addresses, one being [redacted]'s new address and one being the old service address. [redacted] should note that most all of this process is system generated through HughesNet meaning that the request that sent the return kit automatically sent it to the last known active service address. Based on the tracking number, it was verified that the kit was delivered to the Springfield address. HughesNet's Corporate Officer did reach out to [redacted] on December 5th, 2017 to better explain the process and how the address was determined. Additionally, the Officer better explained to her the billing process and the last invoice that generated on June 1st; after speaking with [redacted], she understood why she had not received the full month's charge and agreed to the refund that has already been returned to her for $20.59 which was the remaining days left of her billing cycle of inactive service. In reference to the return kit, HughesNet attempted to ship a new box to [redacted]; however, due to the time lapse and the account being closed and in collections, the system will not allow HughesNet to override the previous RMA request due to the fee already being assessed on her account. The Corporate Officer did notify [redacted] on this as well so she could understand that it was not HughesNet agent's error. Based on the research, HughesNet has decided that [redacted]'s account will be credited the un-returned equipment charge of $329.25 and she is not responsible to return any equipment and she may dispose of it according to her local waste management guidelines. [redacted] agreed to the proposed resolution and needed no further assistance. Additionally, her account will now have a zero balance and the collection process should cease. If [redacted] may need anything further she may contact HughesNet support at ###-###-#### and reference case # [redacted]. HughesNet is hopeful that our continued effort and 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] Executive Customer Care Support Division
[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: 11488454
I am rejecting this response because:I was lied to from a Hughes Net salesman about the Hughes Net service plain and simple. I asked many specific questions about the internet service I wanted and even explained to the salesman the exact internet service that I did NOT want. The salesman told me that I will NEVER experience any buffering as long as I did not directly download over 10 gigabytes. Hughes Net will find in that recorded conversation that I gave the example, "What if I leave my computer on and stay up all month watching [redacted] 24/7 will I EVER experience any buffering or reduced speed?" The salesmans response, "NO! Mr. [redacted] your going to love Hughes Net high speed internet. You will never experience anymore buffering like you did with [redacted]" ([redacted]) Sorry Hughes Net! I had [redacted] for four and a half years and I never complained even once. As a matter of fact this is the first time I have ever complained about anybody to the Revdex.com. In that recorded sales call you will find lie after lie from your salesman to me and this is the reason I will continue pressing and rejecting your response until you make good on what your salesman told me in the phone call or you release me from my contract.We all know salesman can be slippery. But to bluntly lie about your service over and over in every effort to get me and/or the public to sign a contract is illegal.
False advertising or deceptive advertising "is the use of false or misleading statements when promoting a product. It may include misrepresentation of the product at hand, which may negatively affect many stakeholders, especially consumers. Advertising has the potential to persuade people into commercial transactions that they may have otherwise avoided. In the United States of America this practice is illegal. Truth refers to the concept that customers have the right to know what they are buying and that all necessary information should be on the label." Mr. [redacted] (myself) had time to cancel Hughes Net service. Hughes Net service worked great in that time period and there was no reason to cancel. Mr. [redacted] has run tests on his internet connection that is provided by Hughes Net. The connection is great. Mr. [redacted]s internet speed has been purposefully slowed down (throttled down in Hughes Net terms) which is something the salesman said would not happen by simply watching movies no matter how many. Mr. [redacted] will continue to reject and press this issue for fairness and public awareness and awaits eagerly for Hughes Nets response. Upon Hughes Net listening to the sales call the next Hughes Net response should be very interesting.
Regards,
[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: I am not sure your company understands or is genuinely concerned about the way your customer representatives tried to resolve this issue. I called twice before the sell of my home to give your company all fowarding information needed. Your rep's attitude and competency was quite different than the " service we offer our customers" promised by your entity and " terms of service". I was asked to trespass on private property to retrieve the return box after your company made the mistake. Not to mention being told by your brownsville office that they had no supervisors. So please before belittling my expierence with your company, make sure to have all the facts!
Regards,
Justin [redacted]
[redacted] 11/30/17Trade 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] was concerned about the proposed resolution as discussed and needed some clarification. HughesNet's Corporate Officer reached out to [redacted] on November 30th, 2017 in order to address the concerns more clearly. HughesNet did get in touch with her and it was discussed that, per the last conversation, everything that was promised was executed on her account. To summarize, the Corporate Officer applied a service credit of $174.90 for the price difference based on what [redacted] was quoted; currently there is still a remaining credit of $109.02 on her account. Additionally, her term commitment has been reduced to a 12-month term with only 4 months remaining. Furthermore, it was also discussed on the call made November 30th that [redacted] wants her service terminated once the contract is up. HughesNet has agreed to complete the service termination on March 25th, 2018 and explained to [redacted] that she is responsible for returning the leased modem, radio transmitter, and power supply in the kit that will be shipped to her once service is terminated. The return kit will have instructions for her and a return shipping label. HughesNet does not want the actual dish back from [redacted] and she may dispose of it according to her local waste management guidelines. HughesNet will not charge her for the actual dish in any way, except for the radio transmitter which she was made aware is attached to the dish. [redacted] can consider this the proof in writing that she requested from the Corporate Officer that the dish will not be charged to her in anyway. HughesNet is hopeful that our continued effort and 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] Executive Customer Care Support Division
[redacted] 12/7/17Trade 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]...
was subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination fee that was assessed on her account. HughesNet has completed an audit on [redacted]'s account case history and invoices and have also reviewed the sales call and past orders. According to the pertinent information relating to [redacted]'s complaint, it has been verified that after the initial install a call was made on August 3rd, 2017 to HughesNet support for technical issues relating to intermittent browsing. Based on the case notes, troubleshooting was completed and no further assistance was needed. Following that contact, the next call was placed on August 6th, 2017 which was again relating to intermittent issues. [redacted] did not want to assist with troubleshooting but did later agree to and she also had intentions to cancel services at that time; however, the call was disconnected and no termination of service was processed. HughesNet support then received the cancellation request from a call she made on September 1st, 2017; however, after applying a credit of $49.09 to her account the call was disconnected and no cancellation was processed. Additionally, [redacted] called in November wanting to cancel service. HughesNet retention agents notified her of the early termination fees and offered to send a technician to her home free of charge, and based on the audit a dispatch was set up and later canceled by the customer, and service was canceled officially on November 28th, 2017. According to the invoice audit, an early termination fee of $325 was assessed to [redacted]'s account. HughesNet has determined that because additional troubleshooting was declined and the most recent dispatch that was canceled, HughesNet cannot find justification to waive the early termination fees. Furthermore, the [redacted]s did agree to the subscriber agreement at the time of order and signed at the initial install which includes acceptance of the early termination fee policy. [redacted] can reference www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms, and conditions. [redacted] should note that most all subscriber's issues can be resolved by actively assisting with troubleshooting or having a technician sent to their home; unfortunately, when a subscriber declines these offers it makes it difficult for HughesNet to exhaust all troubleshooting efforts in order to consider a waiver of termination fees. HughesNet has shipped a return kit to the [redacted]'s and [redacted] tracking shows it being delivered December 6th; the [redacted]s are responsible for returning the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $300. They should take note of the return tracking number as it may be requested by HughesNet at a later time. In light of [redacted]s efforts and the attempts to allow HughesNet to repair their service concerns, as well as to reach an amicable resolution to her complaint, HughesNet has added up the total payments made for the service and deducted the credit already given leaving an amount of $117.32. HughesNet has decided to reduce her early termination fee by this remaining amount. The [redacted]s now have a remaining balance due of $217.50 for the early termination fee, and this charge is deemed valid and HughesNet is well within our legal rights to assess this fee. We sincerely regret any inconvenience that the [redacted]s 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
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear [redacted]:
In...
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on April 28, 2017. On July 11, 2017 [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $385.00 as a result of cancellation during the contractual period.
At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with 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.” You can use Netflix with our Gen5 service, but be sure to continue to monitor your monthly Data Allowance. 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. 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 5 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 10GB to 50GB per month. Hughes now has plans that include bonus bytes with 50GB. Please be advised a sales agent can only offer an opinion as to whether or not they feel the data allowance and speed is enough for the customer’s needs based on the information provided by the customer or that the service will work for them based on the information they receive. [redacted] called on June 15, 2017 to advise she was having issues with connecting her wireless devices. Hughes’ modem has a built in router that has 2.5 and 5 MHZ capability however many devices aren’t yet compatible with 5 GHZ technology as [redacted] has been informed. Speed test and connectivity tests confirmed there was no issue with Hughes’ service and a tech was dispatched on July 6, 2017 as to where no issue was found with the install or the system. At the time of the dispatch the modem was replaced but it didn’t resolve the issue with [redacted]’s devices. It has been determined that the system was operating as it should and [redacted] declined any further troubleshooting of her devices.
Please be advised that 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 her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
In light of the difficulties [redacted] experienced with our service, we will issue a credit in the amount of $192.50 representing half of the early termination fee once the fee is billed to the account. In addition, a credit of $69.54 was placed on the account as a courtesy by our customer support. To reiterate the early termination fee is valid and there was no history of issues with the service other than [redacted]’s concern of her wireless devices having buffering issues.
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.
Very truly yours,
Darron *. W[redacted]
Executive Customer Support
301-428-5500 [email protected]
July 18, 2016Mr[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 Ms. [redacted] has some...
concerns regarding her Hughes service.Our Executive Customer Support reviewed all pertinent database records. In order to provide resolution to Ms. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint. Hughes is wholly committed to clarifying the nature of Ms. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible. Very truly yours,E. F[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:Date: Wed, Sep 6, 2017 at 9:07 PMSubject: Re: My E-mail AddressTo: [redacted] <[redacted]@myRevdex.com.org>Hey [redacted],I am still waiting for Hughesnet to get back to me in order to do more tests to see if they can do anything to fix their service. I have been waiting over a week and a half for them to get back to me, while trying to reach them myself. There seems to be a lot of confusion and contradictions on who I need to speak to and what to do next.-[redacted] ID#[redacted]Regards,
[redacted]
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. However, I would like to add that Hughes should make it clear in writing on their website of the slow data speeds that may be experienced after the monthly allowance is exceeded.
Regards,
[redacted]
[redacted] 12/21/17Trade 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]...
was subscribed to HughesNet services but has since canceled and had some concerns relating to inaccurate information and the early termination fees. HughesNet has reviewed all pertinent details pursuant to [redacted]'s complaint and reached out to her on December 21st to discuss the findings and to reach an amicable resolution to her concerns. Based on the conversation with [redacted] and the audit that was completed, it was determined that after her initial install of HughesNet service she had technical performance issues which required another technician to be sent just two weeks after and the issues were not 100% resolved. HughesNet did allow [redacted] to cancel without any early termination fee being assessed and sent a technician out to her home to complete a de-install free of charge. HughesNet also felt that, according to the conversation and the invoice audit, [redacted] was never able to use the services, and it was mutually agreed that a refund for her initial and only payment will be refunded. The Corporate Officer verified her credit card information and notified her of the refund process and issued a refund for $75. [redacted] gladly accepted HughesNet's settlement offer and no further questions or assistance was requested from her. HughesNet would also like to remind [redacted] that she is still responsible for returning the leased modem, radio transmitter, and power supply in the return kit she should have received to avoid any un-returned equipment fees 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, 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
[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: I never got to see any such contract my [redacted] will not work online at all with your service we have paid $546 over the last 5 months and getting no service when I call and ask about it they say that it's not possible because my data allowance is used up every month by the first day or two after it resets. My wife has be forced to take a term off from her online school. This what I have found When a business accepts your payment for products or services they must supply them to you within the timeframe they have indicated or if no time was specified, within a reasonable time.If you do not receive the products or services you have paid for, your first step should be to contact the business to try and resolve the problem.If you are still having difficulty resolving the problem, contact your local state and territory [redacted]. They may be able to assist you in your dispute with the business. I feel like I have been screwed over , so I feel that I shouldn't have to pay Your early termination fee and you should be reimbursing me with the $546 that I have spent over the last 5 months.
Regards,
[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,
[redacted]
July 6, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] [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 the account is registered to [redacted] and was activated on February 8, 2014 and initially requested to cancel his service on April 28, 2016 but accepted a retention offer of receiving a one month courtesy credit and was explained the reason for the issues was because the data allowance had been exceeded. Ms. [redacted] was hesitant about retaining the service but agreed to try it for another month. The next call came on June 8, 2016 which questions as to why there was a charge for service. Please be advised that there were no additional request made to cancel service until June 8, 2016 and that would’ve been a valid charge, however there was an adjustment of $61.77 applied to the account and that amount was refunded to the card on file. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has been credited in the amount of $61.77 on April 28, 2016 as a retention offer and then again on June 20, 2016 and that amount was refunded to the card on file. Regarding Ms. [redacted]’s concern of Hughes not covering her overdraft fees please be advised that Hughes’ subscriber agreement contains specific language that states Hughes isn’t responsible for overdraft fees or other expenses from a customer’s financial institution; “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.” 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]
[redacted]
[redacted]
[redacted]
December 19, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on September 15, 2014. On October 21, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $400.00. The overall final bill was reduced to $294.44 because of the prorated credit for unused service. Regarding [redacted]’s request to cancel without penalty, please be advised that 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 her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a total credit of $398.71 to her account representing the early termination fee and the last month of service in the amount of $104.27. The first month of service and $99.00 activation fee are valid charges. 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. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]
November 1, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated October 11, 2017 to the Executive Customer Care division of...
HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service and feels HughesNet does not abide by its contract or advertised speeds. [redacted] is seeking to terminate service without penalty. Our records indicate that [redacted] was activated on June 21, 2017. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the calls she made to HughesNet prior to establishing contact with [redacted]. HughesNet informed [redacted] the service performance is within the appropriate speed limits when the account has enough data allowance. We explained the reason she experienced connectivity issues was due to consuming the 20 GB data allowance she purchased with the service plan. [redacted] informed our sales associate she will be using the internet for streaming video through [redacted] or [redacted] and her son will be playing [redacted] games, such as [redacted] or [redacted]. We informed [redacted] real time, first shooter games are not compatible with satellite internet and will experience delays. The 20 GB plan we offer allows our customer's 10 hours of HD-quality video streaming or 30 hours of Standard-Definition video streaming. This will not include other internet activities, such as email, internet browsing, etc. The return kit to return the equipment was shipped on October 8, 2017 and arrived on October 11, 2017. [redacted] confirmed she received the kit and we informed the equipment must be returned by November 22, 2017 to avoid the unreturned equipment fee of $300. Our Executive Customer Care representative apologized for the customer service she feels she experienced on October 7, 2017. We assured [redacted] the hang up was not intentional, but will provide enhancement training. We confirmed HughesNet offers a De-install Equipment Recovery program if the customer is unable to de-install the radio assembly. A professional installer can be requested, at the customer's expense, to perform the work. This service includes removal of the radio from the antenna and disconnection of the modem. The cost of this option is $100. We asked if her son can help her remove the radio transmitter and she verified she can do that. Terms and conditions can be found at legal.hughesnet.com under the Subscriber Agreement under Early Termination: Lease Option. Our Executive Customer Care representative advised [redacted] when she 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. Our Executive Customer Care representative informed [redacted] the early termination fee of $385 is valid because the service was working within the performance limits. The connectivity issue was due to consuming the data allowance. Considering [redacted]‘s difficulties she experienced with our service, we negotiated a credit of $100 for the early termination fee. [redacted] confirmed she has a remaining balance of $60.64 for services rendered from September 21, 2017 to October 7, 2017. After the credit, [redacted]'s final balance is $345.64 which includes the early termination fee and remaining balance for service. [redacted] expressed a payment arrangement is needed, but does not have a timeline of dates she can make her payments. We informed [redacted] she can call our billing support team to make arrangements when she is ready. She can view the credit or make payments on our website: supportcenter.myhughesnet.com and she verified she has the User ID and password. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request your 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. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
February 17, 2017 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File # [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service....
Our Executive Customer Care representative reviewed all pertinent database records. “To ensure f[redacted] Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special F[redacted] 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 Ms. [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 cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern. In light of Ms. [redacted]’s issues, Hughes waived the early termination fee. Ms. [redacted] would need to contact the distributor RS&I directly to discuss any refunds of the router at [redacted] 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 considerationVery truly yours,E. F[redacted]
[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted], In response to your letter dated November 4th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the quality of services in her area. We would like to say as long as the customer has an unobstructed view of the souther sky there is no reason that she cannot be provided with high quality high speed internet by HughesNet. I have examined the pictures taken of her satellite dish when we most recently had a technician go out to her home on August 13th. The technician changed out the customer's radio transmitter and repointed her dish fixing the technical issue. In examining those photographs I see no obstructions between her dish and the southern sky. Prior to the technician visit of 8/13 most of the customer's interactions with customer support were billing related. After that visit we offered on 3 separate occasions to troubleshoot with the customer, and on 2 separate occasions offered to upgrade the customer to our new Gen 5 technology which would have included a reinstallation if there was any issues with the dish. Since HughesNet made every effort to solve the customer's perceived technical problems and there is no evidence that satellite internet does not work in her “area,” and we have photographic evidence that it should work, HughesNet will not be waiving the customer's early termination fees. 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 Care [email protected]
July 8, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re [redacted]File# [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 service.Our executive customer care representative reviewed all pertinent database records. After further review, Hughes has a free move program that will move customers’ equipment to their new location. Unfortunately, Ms. [redacted] was unable to take advantage of the program and as a result cancelled the service within her 24 month commitment.Please be advised when Ms. [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 cancelation policy. In light of Ms. [redacted]’s issues, Hughes waived the remaining early termination fee. The closing balance is $0.00.It will take can take up to (4) to (6) weeks for the information to be removed from the collections department.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,E. F[redacted]Sr. Executive Customer Support[redacted]
March 7, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter...
to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 5, 2012. Per [redacted]’s letter, she made a payment of $50.00 that wasn’t credited to her account. [redacted] has been attempting to send supporting documents in to confirm her missing payment. At this point, we have issued an adjustment as a courtesy in the amount $78.45 on February 21, 2017. [redacted] has a current balance of $73.36 as a result of her March 5, 2017 bill generating. We hope that [redacted] continues her service with Hughes. In the event that she wishes to make changes to her account she would need to contact customer support directly at [redacted]. 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. Very truly yours, D[redacted]
[redacted]
[redacted]
[redacted]et
[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 been on the phone with Hughesnet customer service representative, S[redacted] for 45 minutes this morning trying to cancel my service. She speaks poor English and it was a very challenging conversation. She said there is no information stating that I will not be charged for early termination and that I will be charged. Hopefully, my service has been cancelled. I was given a case #1[redacted]. The only way we can accept this offer is with the guarantee of no further charges after this date and time and reimbursement of any penalties or fees assessed.
Regards,
D[redacted]
[redacted] 12/5/17Trade 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 that HughesNet has offered. HughesNet did further investigate [redacted]'s account based on her concerns about the return kit for the leased equipment. According to the findings, her new address was added into the system when she canceled on June 28th, 2017; however, when HughesNet looked up the RMA request there were two Ship To addresses, one being [redacted]'s new address and one being the old service address. [redacted] should note that most all of this process is system generated through HughesNet meaning that the request that sent the return kit automatically sent it to the last known active service address. Based on the tracking number, it was verified that the kit was delivered to the Springfield address. HughesNet's Corporate Officer did reach out to [redacted] on December 5th, 2017 to better explain the process and how the address was determined. Additionally, the Officer better explained to her the billing process and the last invoice that generated on June 1st; after speaking with [redacted], she understood why she had not received the full month's charge and agreed to the refund that has already been returned to her for $20.59 which was the remaining days left of her billing cycle of inactive service. In reference to the return kit, HughesNet attempted to ship a new box to [redacted]; however, due to the time lapse and the account being closed and in collections, the system will not allow HughesNet to override the previous RMA request due to the fee already being assessed on her account. The Corporate Officer did notify [redacted] on this as well so she could understand that it was not HughesNet agent's error. Based on the research, HughesNet has decided that [redacted]'s account will be credited the un-returned equipment charge of $329.25 and she is not responsible to return any equipment and she may dispose of it according to her local waste management guidelines. [redacted] agreed to the proposed resolution and needed no further assistance. Additionally, her account will now have a zero balance and the collection process should cease. If [redacted] may need anything further she may contact HughesNet support at ###-###-#### and reference case # [redacted]. HughesNet is hopeful that our continued effort and 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] Executive Customer Care Support Division
[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: 11488454
I am rejecting this response because:I was lied to from a Hughes Net salesman about the Hughes Net service plain and simple. I asked many specific questions about the internet service I wanted and even explained to the salesman the exact internet service that I did NOT want. The salesman told me that I will NEVER experience any buffering as long as I did not directly download over 10 gigabytes. Hughes Net will find in that recorded conversation that I gave the example, "What if I leave my computer on and stay up all month watching [redacted] 24/7 will I EVER experience any buffering or reduced speed?" The salesmans response, "NO! Mr. [redacted] your going to love Hughes Net high speed internet. You will never experience anymore buffering like you did with [redacted]" ([redacted]) Sorry Hughes Net! I had [redacted] for four and a half years and I never complained even once. As a matter of fact this is the first time I have ever complained about anybody to the Revdex.com. In that recorded sales call you will find lie after lie from your salesman to me and this is the reason I will continue pressing and rejecting your response until you make good on what your salesman told me in the phone call or you release me from my contract.We all know salesman can be slippery. But to bluntly lie about your service over and over in every effort to get me and/or the public to sign a contract is illegal.
False advertising or deceptive advertising "is the use of false or misleading statements when promoting a product. It may include misrepresentation of the product at hand, which may negatively affect many stakeholders, especially consumers. Advertising has the potential to persuade people into commercial transactions that they may have otherwise avoided. In the United States of America this practice is illegal. Truth refers to the concept that customers have the right to know what they are buying and that all necessary information should be on the label." Mr. [redacted] (myself) had time to cancel Hughes Net service. Hughes Net service worked great in that time period and there was no reason to cancel. Mr. [redacted] has run tests on his internet connection that is provided by Hughes Net. The connection is great. Mr. [redacted]s internet speed has been purposefully slowed down (throttled down in Hughes Net terms) which is something the salesman said would not happen by simply watching movies no matter how many. Mr. [redacted] will continue to reject and press this issue for fairness and public awareness and awaits eagerly for Hughes Nets response. Upon Hughes Net listening to the sales call the next Hughes Net response should be very interesting.
Regards,
[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: I am not sure your company understands or is genuinely concerned about the way your customer representatives tried to resolve this issue. I called twice before the sell of my home to give your company all fowarding information needed. Your rep's attitude and competency was quite different than the " service we offer our customers" promised by your entity and " terms of service". I was asked to trespass on private property to retrieve the return box after your company made the mistake. Not to mention being told by your brownsville office that they had no supervisors. So please before belittling my expierence with your company, make sure to have all the facts!
Regards,
Justin [redacted]
[redacted] 11/30/17Trade 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] was concerned about the proposed resolution as discussed and needed some clarification. HughesNet's Corporate Officer reached out to [redacted] on November 30th, 2017 in order to address the concerns more clearly. HughesNet did get in touch with her and it was discussed that, per the last conversation, everything that was promised was executed on her account. To summarize, the Corporate Officer applied a service credit of $174.90 for the price difference based on what [redacted] was quoted; currently there is still a remaining credit of $109.02 on her account. Additionally, her term commitment has been reduced to a 12-month term with only 4 months remaining. Furthermore, it was also discussed on the call made November 30th that [redacted] wants her service terminated once the contract is up. HughesNet has agreed to complete the service termination on March 25th, 2018 and explained to [redacted] that she is responsible for returning the leased modem, radio transmitter, and power supply in the kit that will be shipped to her once service is terminated. The return kit will have instructions for her and a return shipping label. HughesNet does not want the actual dish back from [redacted] and she may dispose of it according to her local waste management guidelines. HughesNet will not charge her for the actual dish in any way, except for the radio transmitter which she was made aware is attached to the dish. [redacted] can consider this the proof in writing that she requested from the Corporate Officer that the dish will not be charged to her in anyway. HughesNet is hopeful that our continued effort and 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] Executive Customer Care Support Division
[redacted] 12/7/17Trade 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]...
was subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination fee that was assessed on her account. HughesNet has completed an audit on [redacted]'s account case history and invoices and have also reviewed the sales call and past orders. According to the pertinent information relating to [redacted]'s complaint, it has been verified that after the initial install a call was made on August 3rd, 2017 to HughesNet support for technical issues relating to intermittent browsing. Based on the case notes, troubleshooting was completed and no further assistance was needed. Following that contact, the next call was placed on August 6th, 2017 which was again relating to intermittent issues. [redacted] did not want to assist with troubleshooting but did later agree to and she also had intentions to cancel services at that time; however, the call was disconnected and no termination of service was processed. HughesNet support then received the cancellation request from a call she made on September 1st, 2017; however, after applying a credit of $49.09 to her account the call was disconnected and no cancellation was processed. Additionally, [redacted] called in November wanting to cancel service. HughesNet retention agents notified her of the early termination fees and offered to send a technician to her home free of charge, and based on the audit a dispatch was set up and later canceled by the customer, and service was canceled officially on November 28th, 2017. According to the invoice audit, an early termination fee of $325 was assessed to [redacted]'s account. HughesNet has determined that because additional troubleshooting was declined and the most recent dispatch that was canceled, HughesNet cannot find justification to waive the early termination fees. Furthermore, the [redacted]s did agree to the subscriber agreement at the time of order and signed at the initial install which includes acceptance of the early termination fee policy. [redacted] can reference www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms, and conditions. [redacted] should note that most all subscriber's issues can be resolved by actively assisting with troubleshooting or having a technician sent to their home; unfortunately, when a subscriber declines these offers it makes it difficult for HughesNet to exhaust all troubleshooting efforts in order to consider a waiver of termination fees. HughesNet has shipped a return kit to the [redacted]'s and [redacted] tracking shows it being delivered December 6th; the [redacted]s are responsible for returning the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $300. They should take note of the return tracking number as it may be requested by HughesNet at a later time. In light of [redacted]s efforts and the attempts to allow HughesNet to repair their service concerns, as well as to reach an amicable resolution to her complaint, HughesNet has added up the total payments made for the service and deducted the credit already given leaving an amount of $117.32. HughesNet has decided to reduce her early termination fee by this remaining amount. The [redacted]s now have a remaining balance due of $217.50 for the early termination fee, and this charge is deemed valid and HughesNet is well within our legal rights to assess this fee. We sincerely regret any inconvenience that the [redacted]s 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
July 27, 2017
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear [redacted]:
In...
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on April 28, 2017. On July 11, 2017 [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $385.00 as a result of cancellation during the contractual period.
At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with 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.” You can use Netflix with our Gen5 service, but be sure to continue to monitor your monthly Data Allowance. 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. 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 5 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 10GB to 50GB per month. Hughes now has plans that include bonus bytes with 50GB. Please be advised a sales agent can only offer an opinion as to whether or not they feel the data allowance and speed is enough for the customer’s needs based on the information provided by the customer or that the service will work for them based on the information they receive. [redacted] called on June 15, 2017 to advise she was having issues with connecting her wireless devices. Hughes’ modem has a built in router that has 2.5 and 5 MHZ capability however many devices aren’t yet compatible with 5 GHZ technology as [redacted] has been informed. Speed test and connectivity tests confirmed there was no issue with Hughes’ service and a tech was dispatched on July 6, 2017 as to where no issue was found with the install or the system. At the time of the dispatch the modem was replaced but it didn’t resolve the issue with [redacted]’s devices. It has been determined that the system was operating as it should and [redacted] declined any further troubleshooting of her devices.
Please be advised that 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 her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
In light of the difficulties [redacted] experienced with our service, we will issue a credit in the amount of $192.50 representing half of the early termination fee once the fee is billed to the account. In addition, a credit of $69.54 was placed on the account as a courtesy by our customer support. To reiterate the early termination fee is valid and there was no history of issues with the service other than [redacted]’s concern of her wireless devices having buffering issues.
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.
Very truly yours,
Darron *. W[redacted]
Executive Customer Support
301-428-5500
[email protected]
July 18, 2016Mr[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 Ms. [redacted] has some...
concerns regarding her Hughes service.Our Executive Customer Support reviewed all pertinent database records. In order to provide resolution to Ms. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint. Hughes is wholly committed to clarifying the nature of Ms. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible. Very truly yours,E. F[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:Date: Wed, Sep 6, 2017 at 9:07 PMSubject: Re: My E-mail AddressTo: [redacted] <[redacted]@myRevdex.com.org>Hey [redacted],I am still waiting for Hughesnet to get back to me in order to do more tests to see if they can do anything to fix their service. I have been waiting over a week and a half for them to get back to me, while trying to reach them myself. There seems to be a lot of confusion and contradictions on who I need to speak to and what to do next.-[redacted] ID#[redacted]Regards,
[redacted]
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. However, I would like to add that Hughes should make it clear in writing on their website of the slow data speeds that may be experienced after the monthly allowance is exceeded.
Regards,
[redacted]
[redacted] 12/21/17Trade 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]...
was subscribed to HughesNet services but has since canceled and had some concerns relating to inaccurate information and the early termination fees. HughesNet has reviewed all pertinent details pursuant to [redacted]'s complaint and reached out to her on December 21st to discuss the findings and to reach an amicable resolution to her concerns. Based on the conversation with [redacted] and the audit that was completed, it was determined that after her initial install of HughesNet service she had technical performance issues which required another technician to be sent just two weeks after and the issues were not 100% resolved. HughesNet did allow [redacted] to cancel without any early termination fee being assessed and sent a technician out to her home to complete a de-install free of charge. HughesNet also felt that, according to the conversation and the invoice audit, [redacted] was never able to use the services, and it was mutually agreed that a refund for her initial and only payment will be refunded. The Corporate Officer verified her credit card information and notified her of the refund process and issued a refund for $75. [redacted] gladly accepted HughesNet's settlement offer and no further questions or assistance was requested from her. HughesNet would also like to remind [redacted] that she is still responsible for returning the leased modem, radio transmitter, and power supply in the return kit she should have received to avoid any un-returned equipment fees 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, 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
[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: I never got to see any such contract my [redacted] will not work online at all with your service we have paid $546 over the last 5 months and getting no service when I call and ask about it they say that it's not possible because my data allowance is used up every month by the first day or two after it resets. My wife has be forced to take a term off from her online school. This what I have found When a business accepts your payment for products or services they must supply them to you within the timeframe they have indicated or if no time was specified, within a reasonable time.If you do not receive the products or services you have paid for, your first step should be to contact the business to try and resolve the problem.If you are still having difficulty resolving the problem, contact your local state and territory [redacted]. They may be able to assist you in your dispute with the business. I feel like I have been screwed over , so I feel that I shouldn't have to pay Your early termination fee and you should be reimbursing me with the $546 that I have spent over the last 5 months.
Regards,
[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,
[redacted]