December 28, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * ***File# ***Dear Mr***
In response to your letter, to the executive customer support division of Hughes, it is our understanding that
Mr*** has some concerns regarding receiving his refund for the phone service termination fee.Our executive customer care representative reviewed all pertinent database recordsAfter review, our corporate billing department has confirmed the refund post to Mr***’s credit card ending in (***) on 11/30/If customers are unable to locate the refund, Hughes will request a copy of the bank statementAt this point, We have attached the refund code transaction and Mr*** may present this information to a bank supervisor to locate the refund. We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F*
*** *** *** ***
***
May
5, 2015Dear
*** ***:In response
to your letter, to the executive customer support division of Hughes, it is our
understanding that *** *** has some concerns regarding his service and is
seeking cancellation after faxing over required documentation.Our
executive customer care
representative reviewed all pertinent database records. After further review, we see *** *** attempted to fax over the required
documentation to cancel his account successfullyHowever the account remained
activeHughes
is currently looking into the issues *** *** experienced with attempting to
cancel his accountWe will implement training procedures to avoid cancellation
issues such as these in the futureWhile Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
*** ***’s frustration and concernWe show the
account is now cancelled and we have issued the March refund to cover the
initial cancellation request to the credit card on file in the amount of
$91.33.*** ***
may contact me directly with any additional questionsWe sincerely regret any inconvenience that *** *** 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 meThank you very much for your consideration.Very truly yours, Ecole FSrExecutive Customer Support
*** *** *** 1/22/18Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and recently had some concerns relating to charges for his HughesNet services that he did not authorize on his credit card after he had already stated he was going to call in the paymentHughesNet has reviewed all pertinent details pursuant to *** ***e's complaint and attempted to reach him on January 22nd but was unsuccessful and a voice message was leftAccording to the investigation, *** *** made his initial payment of $then an invoice was generated on November 28th, for $which never was paid due to a declined payment method*** *** contacted HughesNet support on December 18th, to process a Due Date extension until the 28th of the month which was completed; however, no statements were made by her about taking the credit card off file and switching to invoice or even not to charge the card that's on fileThen, *** *** had an invoice generate on December 28th, for $which caused his balance to be for two months amounting to $The next day, changes must have been made to the credit card which processed two payments: one for Novembers invoice for $144.91, and one for December's invoice for $which are both valid chargesHowever, *** *** disputed the last invoice and was provided a refund on January 3rd, for $HughesNet would like to inform *** *** of the subscriber agreement he accepted at the time of order under section Method of Payment which states, “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., ***, ***, *** ***, or ***) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)You hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou 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.” Furthermore, *** *** should note that HughesNet is billed one month in advance so the last bill covers his services until January 28th, *** *** can refer to www.legal.hughesnet.com for all policies, disclaimers, terms, and conditionsBased on the finding, it has been validated that *** *** has received a free month of service due to the mishap and HughesNet will keep the outcome as isAdditionally, as a courtesy to him and to reach an amicable resolution to his complaint, HughesNet has switched him to invoice method of payment and have overridden his current discount and increased it to $off for the next months to cover the first year of invoice fees which is $per month*** *** should allow up to one billing cycle for this change to take effect, meaning the January invoice will need to be made through the Support Center or by calling in a payment to HughesNet Support by the 28thLastly, since a refund was already processed, HughesNet no longer will issue another refund since it is not owed to *** ***We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
*** *** *** 10/31/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
is subscribed to HughesNet services and recently has had some concerns with the term commitment and monthly recurring chargesHughesNet verified the complaint and started the investigation process for *** ***; however, due to the Sales Center being a 3rd party contractor HughesNet has reached out to them for a review of the original sales order and callAt this time, HughesNet is unable to offer any type of resolution to *** ***'s concerns until a response has been providedTypically, a response will be returned to HughesNet within 3-business days and once it has been reviewed by the Executive Officer, HughesNet will attempt to call *** *** to discuss the proposed resolutionFurthermore, she should note that the Executive Officer will only make attempts to make contact with her; then the case will be considered resolved and no additional offers can be madeWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
*** *** ***
Trade
Practice Consultant
RevDex.com
K Street Northwest, 10th Floor
Washington
DC 20005-
Re: *** ***
File
# ***
FIRST LET ME STATE THAT YOUR ON-LINE EMAIL REPLY FORM DOES
NOT ALLOW TEXT TO BE ENTERED SO I AM INCLUDING THIS AS AN ATTACHMENT TO THAT
FORM
I DO NOT AGREE WITH THE RESPONSE SUBMITTED TO YOU BY MR F*
BECAUSE IT DID NOT EXPLAIN THE ENTIRE COMPLAINT I SUBMITTED. NOTHING WAS SAID ABOUT THE BLATENT ABUSE OF
UPLOAD/DOWNLOAD LINE USAGE BY THE HUGHES NET MODEM WHEN NO COMPUTERS ARE USING
THEIR SYSTEM
SECONDLY IF YOU VIEW THE INVOICE HE PROVIDED TO YOU YOU WILL
SEE $OF SUPPOSED DISCOUNTS YET WHEN YOU LOOK FURTHER DO0WN THERE IS NO
(REPEAT NO) DISCOUNT APPLIED TO THE BILL.
WHERE IS THIS DISCOUNT BEING APPLIED TO THE INVOICE TO REFLECT CREDIT I
AM SUPPOSEDLY RECEIVING
THIRD, MR F* STATED
MY ACCOUNT SHOWS CREDIT CARD BILLING/PAYMENT YET THEY STILL CHARGED ME FOR A
PAPER INVOICE. IF MY ACCOUNT IS SET UP
FOR CREDIT CARD BILLING WHY WAS I CHARGED FOR PAPER INVOICE??
I HAVE PREVIOUSLY SUBMITTED A DIFFERENT COMPLAINT TO YOU
REGARDING MR F*’S BLATENT LIES TO YOU AND HE CONTINUES TO DO SO IN THIS
COMPLAINT. IN THE PREVIOUS COMPLAINT HE
TOLD YOU THAT HE WAS CORRESPONDING DIRECT WITH ME AND TO THIS DATE I HAVE SEEN
ABSOLUTELY NOTHING FROM HIM. I HAVE
INCLUDED HIM IN MY RESPONSES TO YOU WITHOUT REPLY. I WANT COMPLETE ANSWERS TO THIS REBUTTAL AND
WILL CONTINUE TO ADDRESS THIS ISSUE UNTIL SATISFACTORY RESPONSES AND PROOF ARE
PROVIDED TO ME
*** ***
Regards,
*** ***
*** *** *** 11/29/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
has never been subscribed to HughesNet services and is requesting he be removed from promotional mailersHughesNet's Corporate Officer attempted to reach *** *** in reference to his concern on November 29th but was unable to reach him; however, a voicemail was leftHughesNet would like to notify *** *** that his concern has been addressed and the removal from any future mailings request has already been submitted to the proper department effective todayThe following information was submitted in the request: *** ***, *** *** ***, Hopewell, VA ***HughesNet is hoping this is the current information to have removed as the Officer was unable to confirm it with himHughesNet would ask that *** *** please allow up to days to stop receiving any mailers as it may take this time frame to officially cease any further ones*** *** can disregard any additional mailings he may receive until after the time frameWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet support at ###-###-####Thank you very much for your consideration Warmest Regards, D.M*** Executive Customer Care Support Division
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter, to the Executive Customer Support division of HughesNetIt is our understanding that *** *** recently was
subscribed to HughesNet services and since canceled and had some concerns with the UN-returned equipment fee that was assessed It has been verified that *** *** first subscribed to HughesNet services on April 25th Additionally, based on the account audit completed by HughesNet it was determined that *** *** canceled his HughesNet services on August 11th Upon canceling services HughesNet does require that each subscriber, including *** *** return the leased modem, power supply and radio transmitterIf a subscriber fails to return any or all the equipment they would be charged the UN-returned equipment fee of up to $The total fee is broken down as this, $for the modem and power supply and $for the radio transmitterFurthermore, *** *** did make a call into the Support Center with regards to the final invoice charge in the amount of $This contact was made on March 3rd HughesNet did an audit on *** ***s account transactions and it was confirmed that the last invoice charge was for the radio transmitter and taxes associated with itHughesNet would also like to inform *** *** that this piece of equipment is located on the dish outside, specifically on top of itAdditionally, HughesNet did pull the call from *** ***s contact made into the support center on March 3rd with regards to a collection call he had received and the balance remaining that was sent to collectionsHughesNet Agent did assure *** *** that the charge will be refunded as the equipment had been accepted as returnedBased on this audit of the call, HughesNet has decided in *** ***s favorHughesNet has cleared the write off balance in the amount of $leaving a zero balance on his AccountThis will also stop any further collection processes and or activityNo further action is needed from *** ***HughesNet is hopeful that are continued effort and actions will serve as a demonstration of our good faithWe sincerely regret any inconvenience that *** *** may have experiencedThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
August 14, 2015Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** ***File# ***Dear Mr***In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms
*** has some concerns regarding his HughesNet service.Our Executive Customer Support representative reviewed all pertinent database records. “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”If you cancel after activation but before the end of your 24-month term commitment, you will be charged both a Service Termination Fee and a Lease Termination FeeThe amount of the Service Termination Fee will be up to $The exact amount of the Service Termination Fee will be as set forth $for the first three (3) months after activation of the HughesNet ServiceThereafter, the amount will decrease by $per month for each month of active Service.In addition to the Service Termination Fees described in the preceding paragraph, if you cancel your subscription prior to the expiration of the 24-month commitment period, you will also be charged a Lease Termination Fee in accordance with the table set forth below:Lease Termination Fee ScheduleSize of Installed AntennaNumber of Months After ActivationAmount of Lease Termination Fee0.98m0-6$8000.98m7-12$6000.98m13-18$4000.98m19-24$200Further, you must return your HughesNet modem, power supply, and radio within days of cancellation date or be charged a $Unreturned Equipment Fee ($for the modem and power supply and $for the radio transmitter).For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.We show Ms***’s account has been cancelledThe remaining fee is the lease termination feeWe have also sent off for the sales call remove to determine if Ms*** was advise there would be no fees assessed if she canceled before days The equipment does need to be returned within days of the cancellation date to avoid the unreturned equipment fee.Ms*** would need to contact me in (7) to (10) days for the results of the sales call.We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours,Ecole F* *** *** *** *** ***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
December 7, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 20, to the Executive Customer Care division of
HughesNet, it is our understanding that *** has some concerns regarding a termination request that was suppose to be documented on or about August 19, *** is seeking verification the equipment was received and a refund check in the amount of approximately $Our Executive Customer Care representative reviewed all pertinent database records and listened to all the calls *** *** made to HughesNetHughesNet empathizes with ***'s medical concerns and we understand moving is a huge taskOur research to locate the call where *** or *** *** called to terminate service included reviewing case notes and call recordsWe searched by phone numbers on the account and the site account numberOur research located a request to update the payment method on February 22, A no connectivity concern on March 4, The calls *** made on September 22, and November 20, *** and *** must keep in mind, we can only go by our records since a Case ID or the HughesNet termination email cannot be produced by *** or ***If they feel our records are inaccurate, we ask *** or *** to submit any proof they may have regarding the phone call in AugustRegarding the $*** feels was stolen, keep in mind our customer's or the responsible billing party provided a debit card or credit card for automatic recurring payments and any one-time chargesThe phone call made February 22, submitted a payment method through our interactive automated system which means the caller input the information themselves and accepted the termsOnce the information is submitted permission is given to process the monthly recurring charges and any one-time feesPlease refer to our Subscriber Agreement, section METHOD OF PAYMENT: 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., ***, ***, *** ***, or ***) that HughesNet may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)You hereby authorize automatic credit or charge card billing by Hughes for all such charges***'s concern with the poor customer service that was experienced is unacceptable and HughesNet sincerely apologizesWe agree enhanced training is needed to ensure our customer's are receiving a positive customer experienceHughesNet will address these concerns internally within our centersAddressing ***'s concern with not receiving a bill for unreturned equipment, two days after *** submitted this complaint a new statement generated November 22nd for unreturned equipment feesThe new balance now includes service charges of $and unreturned equipment fees of $for a total balance of $As *** may already be aware the *** on file is no longer valid and HughesNet has not automatically drafted any payments since September 22, Since a payment of $for the unreturned equipment was not be collected by HughesNet a refund check of $will not be sentAfter reviewing the call made September 22, 2017, HughesNet will honor the 2-month credit that was offered by our account management team in the amount of $Our Executive Customer Care representative can apply an additional $credit to clear all monthly service chargesAlthough HughesNet has no record of receiving the equipment and *** or *** cannot submit a tracking number, HughesNet will also reverse the unreturned equipment fee of $All credits will bring the closing balance of this account to $We would like to share, while listening to the November 20, call *** had a conversation with an unknown party where she clearly mentioned she is uncertain if the equipment was returned*** said she checked with *** about the equipment and *** didn't really look into itWe sincerely regret any inconvenience *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ***
May 15, 2017 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington, DC 20005-3404 Re: *** ***Case # *** Dear Mr*** In response to your letter dated February 24, to the
Executive Customer Care division of Hughes, we have contacted Ms*** with our sincere interest in resolving the outstanding matter. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with Ms*** Our records indicate that Ms***’s business account was activated on August 5, 2016. Ms*** contacted our technical support team on several occasions due to service issues After evaluation, it was determined that Ms***’s business account service was performing within acceptable parameters, but did not support her needsHughes offered Ms*** a free complimentary consumer account hardware upgrade to our new Genservice from our new *** satellite with as part of a service improvement solutionHughes will allow Ms*** to cancel her business account without an early termination fee. Over time Hughes launches new satellite systems and offers are made to our existing customers to upgrade to the new Gensystem, instead of repairing the existing hardwareHughes values Ms*** as a longtime customer and we wish to retain her business Hughes issued three service credits to Ms***’s business account in the total amount of $since January, 2017. Ms***’s complimentary new consumer site was installed on April 24, Hughes will continue to monitor the performance of Ms***’s service and is committed to working with Ms*** to reach a resolutionShould Ms*** remain unsatisfied with the performance of her service, Hughes will allow Ms*** to cancel her account without an early termination fee. We sincerely regret any inconvenience Ms*** may have experienced and are hopeful our actions will serve as a demonstration of our good faith At this point, we would respectfully request 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. Sincerely, W***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***,In response to your letter dated November 14th, to the Executive Customer Care division of Hughes, it is our understanding
that *** *** has concerns regarding a refund for a technician visit and time out of serviceI would like to apologize for the shortcuts the installing technician made which caused this problemWe contract with local dealers because we are a nationwide company and cannot possibly have installers to cover all of our customers particularly when many are in remote areasAll of our installers should be following rules and regulations to ensure a properly working and above all safe installationWe are regretful that did not happen in this instanceI spoke with *** *** on 11/and confirmed that our social media team had credited the account for the loss of service as well as the technician visitThis refund of $was processed on 11/and *** *** verified she received it shortly thereafterWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Respectfully,MF*HughesNet Executive Customer [email protected]
*** *** *** 11/30/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** was
subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination fees and un-returned equipment fees that were charged to his accountIt has been verified that *** *** first subscribed to HughesNet internet on May 20th, and first contacted HughesNet support on June 13th relating to slow browse issuesHughesNet's technical agents attempted to assist *** ***; however, he was not home to troubleshootBased on the audit that HughesNet completed on *** *** account, another call was made into HughesNet support on September 28th, for no browse issuesHughesNet notified *** *** that his service was being interrupted due to billing issuesThis was because the bill that generated on August 23rd was never paid and caused the account to lock and eventually go into collections*** *** would need to contact the appropriate department who is now handling his account; their number is ###-###-####HughesNet has reviewed all the pertinent details relating to *** *** complaint and have determined that HughesNet will not be waiving any of the early termination fees due to the fact that during the one technical call that was made, *** *** was not home to effectively troubleshootUntil all troubleshooting efforts have been exhausted HughesNet has no justifiable reason to waive any termination fees because most all of HughesNet's subscriber's issues can be resolved by troubleshootingAdditionally, the charges for the un-returned equipment can be reversed once *** *** returns the leased modem, radio transmitter, and power supply in the box that was shipped and delivered to his home on October 17th, Once the equipment has been received, *** *** balance will be reduced to $HughesNet understands that this may not be the outcome *** *** had hoped for; however, he was made aware of the terms and conditions at the time of order and agreed to the subscriber agreement at the time of install as well*** *** can view all HughesNet's policies, disclaimers, terms and conditions at www.legal.hughesnet.comHughesNet does offer a de-install service to recover the radio transmitter for $fee, but HughesNet would be willing to waive this charge as a courtesy and to reach an amicable resolutionIf he chooses to utilize this service, he must contact HughesNet support and reference Case # *** to have the fee waived*** *** should note he still will be responsible to ship the equipment back to HughesNetWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
*** *** ***
*** *** ***
*** *** ***
*** *** ***
*** * *** *** *** ***
*** ** ***
*** *** ***
Complaint ID *** *** *** *** In response to your
letter to the Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service. Our Executive Customer Support reviewed all pertinent database records and is unable to locate an accountHughes is wholly committed to clarifying the nature of *** ***’ concerns and expectations relative to his accountThis complaint sounds as though it was intended to be directed to ***, however if *** *** has an account number or phone number for a Hughes account that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint We sincerely regret any inconvenience that *** *** 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 DW***Executive Customer Support###-###-####***
August 7, 2017*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** ***Case # *** Dear *** ***:In response to your letter, to the executive customer support division of Hughes,
it is our understanding that *** *** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsAfter review, per the terms and conditions of service: “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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicatedTo ensure fair Internet access for all HughesNet subscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.”Please be advised when *** *** subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancellation policyThe full terms may be viewed at legal.hughesnet.com. The last troubleshooting notes indicated, we needed to send a technician to the siteHowever, it was declinedHughes will cover the cost for a technician to arriveIf *** *** is just seeking to cancel the accountHughes will waive the early termination fee by contacting ###-###-#### and refer to case number ***Unfortunately we will be unable to issue any additional credits to the accountIt is the customer’s responsibility to ship back the equipment and there is a $DE install feeA box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F*SrExecutive Customer [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 ***, and find that this resolution is satisfactory to me. The HughesNet representative who contacted us was very polite and helpful.
Regards,
*** ***
December 15, 2016 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- Re: *** *** File# ***Dear Mr***: In response to your letter it is our understanding that Ms*** has some
concerns regarding her service and the return of the equipment Our Executive Customer Care representative reviewed all pertinent database recordsAfter further review, please be advised that when Ms*** 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 within (45) days after the cancellation date. Based on the tracking number, only the modem (indoor unit) was returnedThe outdoor until (radio) shows as not received However, we have made and exception regarding the return of the radio and issued a credit of $The current balance is $ We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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,EF*SrExecutive Customer Support***
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to meThank you
Regards,
*** *** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Hughesnet keeps saying that there was no conversation regarding *** or *** which is an outright lieI have previously stated that I had an in depth conversation regarding that usage of their service with the installation tech and was told at that time that there would be no problems in using those appsThey have obviously not trained their service techs properly and I should not have to pay for their mistakes! They never told me that the amount of gigabytes bytes they told me I would need was an estimate either or that I might have to upgrade and pay more later onThis is what the problem is, they don't want to take responsibility for their inability to train their personel to not make promises that they cannot keepThey tell you whatever sounds good at the time of installation and never tell you what the drawbacks may be! I was not warned at the installation about any of these drawbacks nor was I told of them when I called to sign upThey just want to stick their head in the sand and take my money instead of taking responsibility for their tech lying to me at the time of installationIf they had told me that the installer had no idea how the service worked and that he was only there to do the installation, I would have called their tech deptand asked my questions before having it installed! This is my last try to get them to step up and admit they lied to me regarding these aspects of their service, if they don't let me out of the contract for free at least I know that I have told the truth and will make sure that people know that they are liars and that their services are terrible whenever and wherever I canThese people don't seem to care about their reputation because they keep getting away with this type of thing over and over againSomeday they will be held accountable, maybe not by me but they cannot continue to lie to people and not have any consequences for their actions, if they continue these practices they will go out of business at some point.
Regards,
*** ***
December 28, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * ***File# ***Dear Mr***
*
In response to your letter, to the executive customer support division of Hughes, it is our understanding that
Mr*** has some concerns regarding receiving his refund for the phone service termination fee.Our executive customer care representative reviewed all pertinent database recordsAfter review, our corporate billing department has confirmed the refund post to Mr***’s credit card ending in (***) on 11/30/If customers are unable to locate the refund, Hughes will request a copy of the bank statementAt this point, We have attached the refund code transaction and Mr*** may present this information to a bank supervisor to locate the refund. We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F
*** *** *** ***
***
May
5, 2015Dear
*** ***:In response
to your letter, to the executive customer support division of Hughes, it is our
understanding that *** *** has some concerns regarding his service and is
seeking cancellation after faxing over required documentation.Our
executive customer care
representative reviewed all pertinent database records. After further review, we see *** *** attempted to fax over the required
documentation to cancel his account successfullyHowever the account remained
activeHughes
is currently looking into the issues *** *** experienced with attempting to
cancel his accountWe will implement training procedures to avoid cancellation
issues such as these in the futureWhile Hughes
makes every effort to disclose our benefits and limitations, Hughes understands
*** ***’s frustration and concernWe show the
account is now cancelled and we have issued the March refund to cover the
initial cancellation request to the credit card on file in the amount of
$91.33.*** ***
may contact me directly with any additional questionsWe sincerely regret any inconvenience that *** *** 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 meThank you very much for your consideration.Very truly yours, Ecole FSrExecutive Customer Support
*** *** *** 1/22/18Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and recently had some concerns relating to charges for his HughesNet services that he did not authorize on his credit card after he had already stated he was going to call in the paymentHughesNet has reviewed all pertinent details pursuant to *** ***e's complaint and attempted to reach him on January 22nd but was unsuccessful and a voice message was leftAccording to the investigation, *** *** made his initial payment of $then an invoice was generated on November 28th, for $which never was paid due to a declined payment method*** *** contacted HughesNet support on December 18th, to process a Due Date extension until the 28th of the month which was completed; however, no statements were made by her about taking the credit card off file and switching to invoice or even not to charge the card that's on fileThen, *** *** had an invoice generate on December 28th, for $which caused his balance to be for two months amounting to $The next day, changes must have been made to the credit card which processed two payments: one for Novembers invoice for $144.91, and one for December's invoice for $which are both valid chargesHowever, *** *** disputed the last invoice and was provided a refund on January 3rd, for $HughesNet would like to inform *** *** of the subscriber agreement he accepted at the time of order under section Method of Payment which states, “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., ***, ***, *** ***, or ***) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)You hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou 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.” Furthermore, *** *** should note that HughesNet is billed one month in advance so the last bill covers his services until January 28th, *** *** can refer to www.legal.hughesnet.com for all policies, disclaimers, terms, and conditionsBased on the finding, it has been validated that *** *** has received a free month of service due to the mishap and HughesNet will keep the outcome as isAdditionally, as a courtesy to him and to reach an amicable resolution to his complaint, HughesNet has switched him to invoice method of payment and have overridden his current discount and increased it to $off for the next months to cover the first year of invoice fees which is $per month*** *** should allow up to one billing cycle for this change to take effect, meaning the January invoice will need to be made through the Support Center or by calling in a payment to HughesNet Support by the 28thLastly, since a refund was already processed, HughesNet no longer will issue another refund since it is not owed to *** ***We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
*** *** *** 10/31/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
is subscribed to HughesNet services and recently has had some concerns with the term commitment and monthly recurring chargesHughesNet verified the complaint and started the investigation process for *** ***; however, due to the Sales Center being a 3rd party contractor HughesNet has reached out to them for a review of the original sales order and callAt this time, HughesNet is unable to offer any type of resolution to *** ***'s concerns until a response has been providedTypically, a response will be returned to HughesNet within 3-business days and once it has been reviewed by the Executive Officer, HughesNet will attempt to call *** *** to discuss the proposed resolutionFurthermore, she should note that the Executive Officer will only make attempts to make contact with her; then the case will be considered resolved and no additional offers can be madeWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
*
* STATED
*’S BLATENT LIES TO YOU AND HE CONTINUES TO DO SO IN THIS
Complaint: ***
I am rejecting this response because:
*** *** ***
Trade
Practice Consultant
RevDex.com
K Street Northwest, 10th Floor
Washington
DC 20005-
Re: *** ***
File
# ***
FIRST LET ME STATE THAT YOUR ON-LINE EMAIL REPLY FORM DOES
NOT ALLOW TEXT TO BE ENTERED SO I AM INCLUDING THIS AS AN ATTACHMENT TO THAT
FORM
I DO NOT AGREE WITH THE RESPONSE SUBMITTED TO YOU BY MR F
BECAUSE IT DID NOT EXPLAIN THE ENTIRE COMPLAINT I SUBMITTED. NOTHING WAS SAID ABOUT THE BLATENT ABUSE OF
UPLOAD/DOWNLOAD LINE USAGE BY THE HUGHES NET MODEM WHEN NO COMPUTERS ARE USING
THEIR SYSTEM
SECONDLY IF YOU VIEW THE INVOICE HE PROVIDED TO YOU YOU WILL
SEE $OF SUPPOSED DISCOUNTS YET WHEN YOU LOOK FURTHER DO0WN THERE IS NO
(REPEAT NO) DISCOUNT APPLIED TO THE BILL.
WHERE IS THIS DISCOUNT BEING APPLIED TO THE INVOICE TO REFLECT CREDIT I
AM SUPPOSEDLY RECEIVING
THIRD, MR F
MY ACCOUNT SHOWS CREDIT CARD BILLING/PAYMENT YET THEY STILL CHARGED ME FOR A
PAPER INVOICE. IF MY ACCOUNT IS SET UP
FOR CREDIT CARD BILLING WHY WAS I CHARGED FOR PAPER INVOICE??
I HAVE PREVIOUSLY SUBMITTED A DIFFERENT COMPLAINT TO YOU
REGARDING MR F
COMPLAINT. IN THE PREVIOUS COMPLAINT HE
TOLD YOU THAT HE WAS CORRESPONDING DIRECT WITH ME AND TO THIS DATE I HAVE SEEN
ABSOLUTELY NOTHING FROM HIM. I HAVE
INCLUDED HIM IN MY RESPONSES TO YOU WITHOUT REPLY. I WANT COMPLETE ANSWERS TO THIS REBUTTAL AND
WILL CONTINUE TO ADDRESS THIS ISSUE UNTIL SATISFACTORY RESPONSES AND PROOF ARE
PROVIDED TO ME
*** ***
Regards,
*** ***
*** *** *** 11/29/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** ***
has never been subscribed to HughesNet services and is requesting he be removed from promotional mailersHughesNet's Corporate Officer attempted to reach *** *** in reference to his concern on November 29th but was unable to reach him; however, a voicemail was leftHughesNet would like to notify *** *** that his concern has been addressed and the removal from any future mailings request has already been submitted to the proper department effective todayThe following information was submitted in the request: *** ***, *** *** ***, Hopewell, VA ***HughesNet is hoping this is the current information to have removed as the Officer was unable to confirm it with himHughesNet would ask that *** *** please allow up to days to stop receiving any mailers as it may take this time frame to officially cease any further ones*** *** can disregard any additional mailings he may receive until after the time frameWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet support at ###-###-####Thank you very much for your consideration Warmest Regards, D.M*** Executive Customer Care Support Division
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter, to the Executive Customer Support division of HughesNetIt is our understanding that *** *** recently was
subscribed to HughesNet services and since canceled and had some concerns with the UN-returned equipment fee that was assessed It has been verified that *** *** first subscribed to HughesNet services on April 25th Additionally, based on the account audit completed by HughesNet it was determined that *** *** canceled his HughesNet services on August 11th Upon canceling services HughesNet does require that each subscriber, including *** *** return the leased modem, power supply and radio transmitterIf a subscriber fails to return any or all the equipment they would be charged the UN-returned equipment fee of up to $The total fee is broken down as this, $for the modem and power supply and $for the radio transmitterFurthermore, *** *** did make a call into the Support Center with regards to the final invoice charge in the amount of $This contact was made on March 3rd HughesNet did an audit on *** ***s account transactions and it was confirmed that the last invoice charge was for the radio transmitter and taxes associated with itHughesNet would also like to inform *** *** that this piece of equipment is located on the dish outside, specifically on top of itAdditionally, HughesNet did pull the call from *** ***s contact made into the support center on March 3rd with regards to a collection call he had received and the balance remaining that was sent to collectionsHughesNet Agent did assure *** *** that the charge will be refunded as the equipment had been accepted as returnedBased on this audit of the call, HughesNet has decided in *** ***s favorHughesNet has cleared the write off balance in the amount of $leaving a zero balance on his AccountThis will also stop any further collection processes and or activityNo further action is needed from *** ***HughesNet is hopeful that are continued effort and actions will serve as a demonstration of our good faithWe sincerely regret any inconvenience that *** *** may have experiencedThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
August 14, 2015Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** ***File# ***Dear Mr***In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms
* *** *** *** *** ***
*** has some concerns regarding his HughesNet service.Our Executive Customer Support representative reviewed all pertinent database records. “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”If you cancel after activation but before the end of your 24-month term commitment, you will be charged both a Service Termination Fee and a Lease Termination FeeThe amount of the Service Termination Fee will be up to $The exact amount of the Service Termination Fee will be as set forth $for the first three (3) months after activation of the HughesNet ServiceThereafter, the amount will decrease by $per month for each month of active Service.In addition to the Service Termination Fees described in the preceding paragraph, if you cancel your subscription prior to the expiration of the 24-month commitment period, you will also be charged a Lease Termination Fee in accordance with the table set forth below:Lease Termination Fee ScheduleSize of Installed AntennaNumber of Months After ActivationAmount of Lease Termination Fee0.98m0-6$8000.98m7-12$6000.98m13-18$4000.98m19-24$200Further, you must return your HughesNet modem, power supply, and radio within days of cancellation date or be charged a $Unreturned Equipment Fee ($for the modem and power supply and $for the radio transmitter).For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.We show Ms***’s account has been cancelledThe remaining fee is the lease termination feeWe have also sent off for the sales call remove to determine if Ms*** was advise there would be no fees assessed if she canceled before days The equipment does need to be returned within days of the cancellation date to avoid the unreturned equipment fee.Ms*** would need to contact me in (7) to (10) days for the results of the sales call.We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours,Ecole F
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
December 7, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 20, to the Executive Customer Care division of
HughesNet, it is our understanding that *** has some concerns regarding a termination request that was suppose to be documented on or about August 19, *** is seeking verification the equipment was received and a refund check in the amount of approximately $Our Executive Customer Care representative reviewed all pertinent database records and listened to all the calls *** *** made to HughesNetHughesNet empathizes with ***'s medical concerns and we understand moving is a huge taskOur research to locate the call where *** or *** *** called to terminate service included reviewing case notes and call recordsWe searched by phone numbers on the account and the site account numberOur research located a request to update the payment method on February 22, A no connectivity concern on March 4, The calls *** made on September 22, and November 20, *** and *** must keep in mind, we can only go by our records since a Case ID or the HughesNet termination email cannot be produced by *** or ***If they feel our records are inaccurate, we ask *** or *** to submit any proof they may have regarding the phone call in AugustRegarding the $*** feels was stolen, keep in mind our customer's or the responsible billing party provided a debit card or credit card for automatic recurring payments and any one-time chargesThe phone call made February 22, submitted a payment method through our interactive automated system which means the caller input the information themselves and accepted the termsOnce the information is submitted permission is given to process the monthly recurring charges and any one-time feesPlease refer to our Subscriber Agreement, section METHOD OF PAYMENT: 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., ***, ***, *** ***, or ***) that HughesNet may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)You hereby authorize automatic credit or charge card billing by Hughes for all such charges***'s concern with the poor customer service that was experienced is unacceptable and HughesNet sincerely apologizesWe agree enhanced training is needed to ensure our customer's are receiving a positive customer experienceHughesNet will address these concerns internally within our centersAddressing ***'s concern with not receiving a bill for unreturned equipment, two days after *** submitted this complaint a new statement generated November 22nd for unreturned equipment feesThe new balance now includes service charges of $and unreturned equipment fees of $for a total balance of $As *** may already be aware the *** on file is no longer valid and HughesNet has not automatically drafted any payments since September 22, Since a payment of $for the unreturned equipment was not be collected by HughesNet a refund check of $will not be sentAfter reviewing the call made September 22, 2017, HughesNet will honor the 2-month credit that was offered by our account management team in the amount of $Our Executive Customer Care representative can apply an additional $credit to clear all monthly service chargesAlthough HughesNet has no record of receiving the equipment and *** or *** cannot submit a tracking number, HughesNet will also reverse the unreturned equipment fee of $All credits will bring the closing balance of this account to $We would like to share, while listening to the November 20, call *** had a conversation with an unknown party where she clearly mentioned she is uncertain if the equipment was returned*** said she checked with *** about the equipment and *** didn't really look into itWe sincerely regret any inconvenience *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ***
May 15, 2017 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington, DC 20005-3404 Re: *** ***Case # *** Dear Mr*** In response to your letter dated February 24, to the
Executive Customer Care division of Hughes, we have contacted Ms*** with our sincere interest in resolving the outstanding matter. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with Ms*** Our records indicate that Ms***’s business account was activated on August 5, 2016. Ms*** contacted our technical support team on several occasions due to service issues After evaluation, it was determined that Ms***’s business account service was performing within acceptable parameters, but did not support her needsHughes offered Ms*** a free complimentary consumer account hardware upgrade to our new Genservice from our new *** satellite with as part of a service improvement solutionHughes will allow Ms*** to cancel her business account without an early termination fee. Over time Hughes launches new satellite systems and offers are made to our existing customers to upgrade to the new Gensystem, instead of repairing the existing hardwareHughes values Ms*** as a longtime customer and we wish to retain her business Hughes issued three service credits to Ms***’s business account in the total amount of $since January, 2017. Ms***’s complimentary new consumer site was installed on April 24, Hughes will continue to monitor the performance of Ms***’s service and is committed to working with Ms*** to reach a resolutionShould Ms*** remain unsatisfied with the performance of her service, Hughes will allow Ms*** to cancel her account without an early termination fee. We sincerely regret any inconvenience Ms*** may have experienced and are hopeful our actions will serve as a demonstration of our good faith At this point, we would respectfully request 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. Sincerely, W***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***,In response to your letter dated November 14th, to the Executive Customer Care division of Hughes, it is our understanding
*HughesNet Executive Customer [email protected]
that *** *** has concerns regarding a refund for a technician visit and time out of serviceI would like to apologize for the shortcuts the installing technician made which caused this problemWe contract with local dealers because we are a nationwide company and cannot possibly have installers to cover all of our customers particularly when many are in remote areasAll of our installers should be following rules and regulations to ensure a properly working and above all safe installationWe are regretful that did not happen in this instanceI spoke with *** *** on 11/and confirmed that our social media team had credited the account for the loss of service as well as the technician visitThis refund of $was processed on 11/and *** *** verified she received it shortly thereafterWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Respectfully,MF
*** *** *** 11/30/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** was
subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination fees and un-returned equipment fees that were charged to his accountIt has been verified that *** *** first subscribed to HughesNet internet on May 20th, and first contacted HughesNet support on June 13th relating to slow browse issuesHughesNet's technical agents attempted to assist *** ***; however, he was not home to troubleshootBased on the audit that HughesNet completed on *** *** account, another call was made into HughesNet support on September 28th, for no browse issuesHughesNet notified *** *** that his service was being interrupted due to billing issuesThis was because the bill that generated on August 23rd was never paid and caused the account to lock and eventually go into collections*** *** would need to contact the appropriate department who is now handling his account; their number is ###-###-####HughesNet has reviewed all the pertinent details relating to *** *** complaint and have determined that HughesNet will not be waiving any of the early termination fees due to the fact that during the one technical call that was made, *** *** was not home to effectively troubleshootUntil all troubleshooting efforts have been exhausted HughesNet has no justifiable reason to waive any termination fees because most all of HughesNet's subscriber's issues can be resolved by troubleshootingAdditionally, the charges for the un-returned equipment can be reversed once *** *** returns the leased modem, radio transmitter, and power supply in the box that was shipped and delivered to his home on October 17th, Once the equipment has been received, *** *** balance will be reduced to $HughesNet understands that this may not be the outcome *** *** had hoped for; however, he was made aware of the terms and conditions at the time of order and agreed to the subscriber agreement at the time of install as well*** *** can view all HughesNet's policies, disclaimers, terms and conditions at www.legal.hughesnet.comHughesNet does offer a de-install service to recover the radio transmitter for $fee, but HughesNet would be willing to waive this charge as a courtesy and to reach an amicable resolutionIf he chooses to utilize this service, he must contact HughesNet support and reference Case # *** to have the fee waived*** *** should note he still will be responsible to ship the equipment back to HughesNetWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
*** *** ***
*** *** ***
*** *** ***
*** *** ***
*** * *** *** *** ***
*** ** ***
*** *** ***
Complaint ID *** *** *** *** In response to your
letter to the Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service. Our Executive Customer Support reviewed all pertinent database records and is unable to locate an accountHughes is wholly committed to clarifying the nature of *** ***’ concerns and expectations relative to his accountThis complaint sounds as though it was intended to be directed to ***, however if *** *** has an account number or phone number for a Hughes account that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint We sincerely regret any inconvenience that *** *** 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 DW***Executive Customer Support###-###-####***
August 7, 2017*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** ***Case # *** Dear *** ***:In response to your letter, to the executive customer support division of Hughes,
*SrExecutive Customer [email protected]
it is our understanding that *** *** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsAfter review, per the terms and conditions of service: “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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicatedTo ensure fair Internet access for all HughesNet subscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.”Please be advised when *** *** subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancellation policyThe full terms may be viewed at legal.hughesnet.com. The last troubleshooting notes indicated, we needed to send a technician to the siteHowever, it was declinedHughes will cover the cost for a technician to arriveIf *** *** is just seeking to cancel the accountHughes will waive the early termination fee by contacting ###-###-#### and refer to case number ***Unfortunately we will be unable to issue any additional credits to the accountIt is the customer’s responsibility to ship back the equipment and there is a $DE install feeA box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F
[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 ***, and find that this resolution is satisfactory to me. The HughesNet representative who contacted us was very polite and helpful.
Regards,
*** ***
December 15, 2016 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- Re: *** *** File# ***Dear Mr***: In response to your letter it is our understanding that Ms*** has some
*SrExecutive Customer Support***
concerns regarding her service and the return of the equipment Our Executive Customer Care representative reviewed all pertinent database recordsAfter further review, please be advised that when Ms*** 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 within (45) days after the cancellation date. Based on the tracking number, only the modem (indoor unit) was returnedThe outdoor until (radio) shows as not received However, we have made and exception regarding the return of the radio and issued a credit of $The current balance is $ We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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,EF
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 ***, and find that this resolution is satisfactory to meThank you
Regards,
*** *** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Hughesnet keeps saying that there was no conversation regarding *** or *** which is an outright lieI have previously stated that I had an in depth conversation regarding that usage of their service with the installation tech and was told at that time that there would be no problems in using those appsThey have obviously not trained their service techs properly and I should not have to pay for their mistakes! They never told me that the amount of gigabytes bytes they told me I would need was an estimate either or that I might have to upgrade and pay more later onThis is what the problem is, they don't want to take responsibility for their inability to train their personel to not make promises that they cannot keepThey tell you whatever sounds good at the time of installation and never tell you what the drawbacks may be! I was not warned at the installation about any of these drawbacks nor was I told of them when I called to sign upThey just want to stick their head in the sand and take my money instead of taking responsibility for their tech lying to me at the time of installationIf they had told me that the installer had no idea how the service worked and that he was only there to do the installation, I would have called their tech deptand asked my questions before having it installed! This is my last try to get them to step up and admit they lied to me regarding these aspects of their service, if they don't let me out of the contract for free at least I know that I have told the truth and will make sure that people know that they are liars and that their services are terrible whenever and wherever I canThese people don't seem to care about their reputation because they keep getting away with this type of thing over and over againSomeday they will be held accountable, maybe not by me but they cannot continue to lie to people and not have any consequences for their actions, if they continue these practices they will go out of business at some point.
Regards,
*** ***