March 18, 2015 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint *** Dear *** ***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service. Our records indicate that *** ***’s service was activated on March 1, with Hughes’ Gen serviceAt the time *** *** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” It’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands *** ***’s frustration and concernWe currently don’t show any speed test results to determine what kind of browsing speeds *** *** is encounteringAll of the calls within almost the last year have been billing calls*** *** needs to troubleshoot the service with technical support so that we can try to resolve any issues that she may be experiencingShe needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical supportIf her speeds are below average speeds we would be happy to offer advanced tech support to insure that her service is operating as it should 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 W***Executive Customer Support###-###-####[email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as far as the amount due of $and will remit payment to the company within ten daysI did receive the box and sent all equipment back except for the radio as my husband is disabled and is not able to climb on the roof and get it offHe did not place the equipment up there as well please send the installer back to the home to retrieve the equipment
Regards,
*** ***
December 14, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 27, to the Executive Customer Care division
of HughesNet, we contacted *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding monthly rates and the length of time it took to port her telephone number from *** *** is requesting a billing adjustment and display honesty when quoting monthly ratesOur Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with *** ***HughesNet confirmed *** ***'s monthly rate will be $plus tax for 2-yearsThe 10GB internet service plan is $49.99, equipment lease fee is $and voice service is $*** *** mentioned the equipment lease fee was not quoted and internet was quoted at $*** *** mentioned there may have been some confusion with the internet monthly rate after the voice monthly rate of $was quotedHughesNet requested to pull the sales call to ensure our sales associate is quoting accurate monthly ratesIf it is verified the incorrect rate was quoted HughesNet will address the issue with the sales departmentRegarding *** *** telephone number port request, we explained on average, ports take 7-days to complete due to the nature of the telecom infrastructureThe elapsed time may vary depending on how quickly the current provider process the port to the new provider*** *** confirmed the port request was completed and she was able to keep her telephone numberDuring our conversation, *** *** mentioned she is satisfied with the internet service and not so much with the telephone service because she has to dial a “1” before the telephone numberShe mentioned she will deal with it, but it makes it difficult having to dial the full telephone number*** *** mentioned the internet runs slow at times and we explained exceeding the GB data allowance she purchased will reduce the download speed from MBPS to 1-MBPSHughesNet does not charge overage fees and will not turn off the internetReduced speeds will remain until the data allowance resets on the 27th of the monthWe explained if she needs to increase the speeds before the data allowance resets she can purchase tokens to add extra data allowanceToken pricing is: GB=$9, GB=$15, GB=$30, GB=$We also explained if she ever wants to upgrade from her GB service at $we offer additional service plans: GB = $69.99, GB = $99.99, GB = $Service plans and token details are located at our online support center for her convenienceOur Executive Customer Care representative pointed out a chat conversation between *** *** and HughesNet regarding automatic draftsWe explained the chat conversation abruptly terminated before we were able to remove automatic drafts from her Visa card and the account is still set up on automatic draftsWe explained HughesNet has two billing options: automatic drafts with electronic billing free of charge or invoice billing which includes a $administrative fee*** *** agreed to keep automatic billing now that she knows payments will automatically draft on the 27th of the monthWe explained HughesNet can offer a bill date change once every months and to keep in mind, we also offer due date extensions every 12-month rolling period for her convenienceHughesNet appreciates *** *** allowed the opportunity to clarify her billing concerns and we sincerely regret any inconvenience she may have experiencedWe 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 ###-###-####
[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:
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 me.
Regards,
Tommy ***s
July 22, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * ***Case # ***In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that Mr*** has some
concerns regarding his HughesNet service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, we show Mr*** service has usage up until the third week of JuneThe monthly payment for June was $Hughes has issued a refund of $to the credit card on file.Please be advised that when Mr*** subscribed to the HughesNet Service, he 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. It is the customer’s responsible to ship back the equipment and there is a $charge for a technician to remove the equipment. 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 me Thank you very much for your consideration.Very truly yours,EF* *** *** ***
***
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 As far as I'm concerned this matter is put to rest and I consider Hughes net to be a company in good standing with meI will tell others that Hughes net did more than expected
Regards,
*** ***
January 19, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** *** Complaint ID: *** Dear *** ***: In response to your letter dated December 31, to the Executive Customer Care division
of HughesNet, it is our understanding that *** *** has some concerns regarding a $rebate, not receiving a call back from HughesNet, removing the *** on file and the satellite dish causing cracks on the side of his house*** *** is requesting the $rebate, change his payment method and relocate the satellite dishOur Executive Customer Care representative attempted to contact *** *** on January 19, to discuss his complaint and had to leave a message on his voice mailOur billing support team attempted to contact *** *** on December 13, and we were not successful in reaching himWe attempted to contact *** *** after the sales call was reviewed to inform him the sales representative confirmed a $*** gift card was the correct offer*** *** must go to hughesnetrebates.com to begin the rebate processIf *** *** registered his account and submitted the rebate request the website has an option to obtain details regarding the rebateHughesNet can remove the *** on fileOur billing options are as follows: *** *** can add a different payment method such as a credit card, debit card or checking account to keep automatic draftsOr, we can remove automatic drafts altogether and switch the account to invoices by mailThis option has a $per month service fee, which is applied to the account to offset the cost of invoice generation, mailing, and processingThis fee is mandatoryPlease let us know which option *** *** choosesOur Executive Customer Care representative reviewed *** ***'s account history and found the satellite dish was relocated January 17, and this concern has been resolvedWe 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 ###-###-####
[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:The dish was removed off my wall on 1-19-2018.......however the cracks that was caused by the dish on the wall have not been repaired.........all the guy that relocated the dish did was fill the big holes that the to inch bolts came out of.....however he said someone would come to patch and repair cracks.......still waiting for repair......The rebate was never stated correctly......they never tried to call......and that rebate website was never told by me by no one......do assure I logged onto it....but without my account allowing me full access to change email or account settings.....its use.................nothing of my billing and or current invoices or nothing arre online the website states I have no acess to change or update nothing.....Think hughes needs to update the rebate online for me.....all I know is my promised to day *** gift card is well past days of receiving in the mail....please lets cut to the chase of this.....-refund issued immedietaccount to have me be able to change and updahome repairedthis rebate online stuff is to not be my responsibility.......hughes needs to correct the mis information of the guy who scammed me and make this happen......sorry...........*** ***
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:The proposed action of taking three consecutive days of sampling speeds morning afternoon and night has been done for much more than daysMy average speed is MBps and never goes over This is unacceptable for the terms advertisedThe root of my complaint is advertising, and an unwillingness to help the situation Hughes net solution is constantly to measure the speed over and over That's been done, it's too slow, something's wrong, so come fix it.the proposed solution does not address the fact that I've been charged and paid for something I'm not getting since OctoberMy legal council advised me that Hughes net should reimburse me for these charges Finally calling the trouble hotline does nothing Please review my original complaint which details my interactions with the trouble hotline in the past It will get me nowhere
Regards,
M*** ***
*** *** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: *** *** Complaint ID: *** *** ***, In response to your letter dated November 5th, to the Executive Customer Care division of Hughes, it is our
understanding that *** *** has concerns regarding the auto pay feature on our accountsWe would like to apologize to *** ***Our sales agents are supposed to make clear that the card being used for the first month of service, to get signed up, will be used each month thereafter for the monthly recurring charges unless changed by the customer either by calling or doing so onlineWe would also like to apologize that the *** ***'s options were not made clear once he expressed that he did not was to be on auto payWe are primarily a paperless company and find that for the majority of our customers auto pay is the best option to avoid past due amounts and cut down on paperWe do offer an invoice option whereby a customer can receive a paper bill in the mail and it is due days laterThis does carry a $monthly processing feeFor the difficulties the customer has had in not having had this option offered when it was clear it is what was needed HughesNet will offer a $discount to offset the $invoice fee for monthsThe account holder would have to call in to make these changesI did notice a reference in a recent note to the account being charged an amount more than what was agreed to and that the agent told the customer of a special additional charge that was added but could not be removed or credited backThis service is Express Repair and provides for a business day response time for technician visits and a copay of $as opposed to $Sales agents offer this free for the first month as a courtesy but sometimes it is not taken off before it begins billingIf we speak with the account holder any agent can remove it and by reading this letter that will be placed in the customer's notes we can credit back the months that this was chargedThe customer should be aware that auto pay is a feature we offer the customer and even though it may not be the preferred method of payment the amounts owed would still be dueI have gone over the customer's data usage history and show a consistent pattern of the services being used for the last several monthsThe customer's balance currently stands at $which is for months of serviceIf the customer wishes to have the Express Repair credited before payment, he may call in and an agent will be able to obligeWithout any further payment HughesNet will eventually cancel the account and the customer will be held responsible for early termination feesWe 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 considerationRespectfully, MF* HughesNet Executive Customer Care [email protected]
Revdex.com:
I sent in a check, that was cashed by Hughes Net for $prior to getting this response, I would like the amount sent back to me considering they have agreed to make my balance 0. Other than that I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Marlaena ***
*** *** *** 12/17/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** *** File # *** HughesNet would like to notify *** *** that her concerns are being addressed and pertinent to her complaint not all
of the information has been received to complete the investigation audit on her account*** *** should note that HughesNet is in progress with the audit and she should expect a call form the Corporate Officer within the next 24-hoursHughesNet understands that her concerns are frustrating but in order to fully understand her account the audit must be completed before determining a final result for herHughesNet is sorry for any inconvenience *** *** may have hadFurthermore, as soon as all of the information has been received HughesNet looks forward to speaking with her to reach an amicable resolution to her concernsIn the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer handling her complaintWarmest 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Regards,[redacted] Because I'm NOT going to pay them a penny for breaching the contract,as they've already done it (daily).By NOT delivering daily uninterupted service,
Until the contract ends and they got their equipment,and they're NOT providing uninterrupted service.I will continue this monthly until the contract ends,I have already told family and friends NOT to do business with them,as they're fraud,thieves,extortionists,blackmailers,etc. SORRY that you are stuck in the middle of this,I will contact my federal senator,about reporting them to the FCC. as well.
Complaint ID: [redacted]Mr[redacted],In response to your letter dated October 10th, 2017 to the Executive Customer Care division of Hughes, it is our understanding that Ms. [redacted] has concerns regarding the lack of adequate service and the early termination...
fees. HughesNet would like to extend its sincerest apologies to Ms. [redacted]. We do have over a million satisfied customers all over the country. Ms. [redacted] has not seen the best HughesNet has to offer in terms of installation experience and product support. It is clear that the customer has made a whole hearted effort to assist us in making her services work as intended but HughesNet has yet to deliver on that promise. Based on the records we would not expect the customer to put forth any further effort in troubleshooting, and we regret that we were not able to get the services running as optimally as they to for the majority of our customers. We will allow the customer to cancel without penalty and have credited what has been paid to HughesNet. Ms. [redacted] can call and speak with our Account Management Department to cancel any time before November 14th and reference this complaint to have HughesNet waive our early termination fees. 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. Respectfully, M. F[redacted]HughesNet Executive 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 [redacted], and find that this resolution is satisfactory to me. W[redacted] was very helpful. I wish I had been able to receive service of this caliber months ago but am thankful for this resolution now.
Regards,
R[redacted]
August 23, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s account was activated on October 4, 2013 and requested to cancel her service on July 28, 2016. Regarding Ms. [redacted]’s latest concern of not being able to return her purchased equipment for credit please be advised that we have provided the terms and conditions directly from the subscriber agreement. Ms. [redacted] has indicted that the sales agent advised her otherwise, unfortunately it isn’t reviewable to determine what the agent advised because of the length of time since the service was installed. Please be advised that Ms. [redacted] didn’t pay $400.00 for equipment and Hughes has never had a charge of $400.00 for equipment. Hughes’ equipment is $199.99 and the installation for purchased equipment is $199.99. If the equipment is returned within 30 days of being installed only the equipment cost is refunded. Installation and activation fees are non-refundable. Ms. [redacted] paid $99.99 for her equipment when she was first installed due to her receiving an instant $100.00 equipment purchase credit. We have included a copy of her first invoice as a reference. 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]
[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 not satisfactory to me, however, I feel this is the only resolution I will be offered, so I may have to accept it. There was not a return shipping label provided when the new equipment was sent to my home address. So now, Hughesnet is expecting me to pay for shipping on that, thus costing me more money. The fact that my equipment was not sent when I was told it would be, may be the reason for no return shipping label being provided. After waiting for 2 weeks for replacement equipment to be provided per the request of the Tech Support Agent, I called again to question where the replacement equipment was. At that time, I was told the equipment never got sent, and that person said I would be getting my equipment the following day via overnight shipping. When the equipment arrived, the first thing I noticed was there was no return shipping label, and immediately called into Customer Support to ask that one be sent. I was told I would receive one in the mail, and it never showed up.When I made the initial phone call to obtain service, I was never given the terms of "early cancellation fees". Also, I was never given the terms of "Data Peak Hours". I was informed that I would have 10gb of data per month, but was never explained that less than half of that data was allowed at certain hours of the day, mostly during the times we are not home, as are most people with full time jobs. The performance of our internet service has never been at the level of 5mb download, as I was told it would be. Our service was, and is, commonly performing at about half that rate or less.That fact that Hughesnet does not offer any kind of "Customer Satisfaction Guarantee" is very upsetting to me as a consumer. I personally work in Retail Sales, and we offer our customers, multiple options for Satisfaction Guarantee. Hughesnet preys on people, especially people in small towns with little to no options for internet. The make statements that they will provide the best satellite internet speed and reliability to any customer, yet that doesn't happen. If Hughesnet is willing to waive the entire early termination fee, I will gladly ship the equipment back to them out of my own pocket. Otherwise, I would request that Hughesnet provide me with return shipping labels for any equipment they would like returned.
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]
[redacted] 2/5/18Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] HughesNet would like to notify [redacted] that her concerns are being addressed, but not all of the information has been received to...
complete the investigation audit on her account. [redacted] should note that HughesNet is in progress with the audit, and she should expect a call from the Corporate Officer within the next 2-3 business days. HughesNet apologizes for any inconvenience [redacted] may have had. Furthermore, as soon as all of the information has been received, HughesNet looks forward to speaking with her to reach an amicable resolution to her concerns. In the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
March 18, 2015 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint *** Dear *** ***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service. Our records indicate that *** ***’s service was activated on March 1, with Hughes’ Gen serviceAt the time *** *** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” It’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands *** ***’s frustration and concernWe currently don’t show any speed test results to determine what kind of browsing speeds *** *** is encounteringAll of the calls within almost the last year have been billing calls*** *** needs to troubleshoot the service with technical support so that we can try to resolve any issues that she may be experiencingShe needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical supportIf her speeds are below average speeds we would be happy to offer advanced tech support to insure that her service is operating as it should 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 W***Executive Customer Support###-###-####[email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as far as the amount due of $and will remit payment to the company within ten daysI did receive the box and sent all equipment back except for the radio as my husband is disabled and is not able to climb on the roof and get it offHe did not place the equipment up there as well please send the installer back to the home to retrieve the equipment
Regards,
*** ***
December 14, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 27, to the Executive Customer Care division
of HughesNet, we contacted *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding monthly rates and the length of time it took to port her telephone number from *** *** is requesting a billing adjustment and display honesty when quoting monthly ratesOur Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with *** ***HughesNet confirmed *** ***'s monthly rate will be $plus tax for 2-yearsThe 10GB internet service plan is $49.99, equipment lease fee is $and voice service is $*** *** mentioned the equipment lease fee was not quoted and internet was quoted at $*** *** mentioned there may have been some confusion with the internet monthly rate after the voice monthly rate of $was quotedHughesNet requested to pull the sales call to ensure our sales associate is quoting accurate monthly ratesIf it is verified the incorrect rate was quoted HughesNet will address the issue with the sales departmentRegarding *** *** telephone number port request, we explained on average, ports take 7-days to complete due to the nature of the telecom infrastructureThe elapsed time may vary depending on how quickly the current provider process the port to the new provider*** *** confirmed the port request was completed and she was able to keep her telephone numberDuring our conversation, *** *** mentioned she is satisfied with the internet service and not so much with the telephone service because she has to dial a “1” before the telephone numberShe mentioned she will deal with it, but it makes it difficult having to dial the full telephone number*** *** mentioned the internet runs slow at times and we explained exceeding the GB data allowance she purchased will reduce the download speed from MBPS to 1-MBPSHughesNet does not charge overage fees and will not turn off the internetReduced speeds will remain until the data allowance resets on the 27th of the monthWe explained if she needs to increase the speeds before the data allowance resets she can purchase tokens to add extra data allowanceToken pricing is: GB=$9, GB=$15, GB=$30, GB=$We also explained if she ever wants to upgrade from her GB service at $we offer additional service plans: GB = $69.99, GB = $99.99, GB = $Service plans and token details are located at our online support center for her convenienceOur Executive Customer Care representative pointed out a chat conversation between *** *** and HughesNet regarding automatic draftsWe explained the chat conversation abruptly terminated before we were able to remove automatic drafts from her Visa card and the account is still set up on automatic draftsWe explained HughesNet has two billing options: automatic drafts with electronic billing free of charge or invoice billing which includes a $administrative fee*** *** agreed to keep automatic billing now that she knows payments will automatically draft on the 27th of the monthWe explained HughesNet can offer a bill date change once every months and to keep in mind, we also offer due date extensions every 12-month rolling period for her convenienceHughesNet appreciates *** *** allowed the opportunity to clarify her billing concerns and we sincerely regret any inconvenience she may have experiencedWe 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 ###-###-####
[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:
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 me.
Regards,
Tommy ***s
July 22, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * ***Case # ***In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that Mr*** has some
* *** *** ***
concerns regarding his HughesNet service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, we show Mr*** service has usage up until the third week of JuneThe monthly payment for June was $Hughes has issued a refund of $to the credit card on file.Please be advised that when Mr*** subscribed to the HughesNet Service, he 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. It is the customer’s responsible to ship back the equipment and there is a $charge for a technician to remove the equipment. 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 me Thank you very much for your consideration.Very truly yours,EF
***
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 As far as I'm concerned this matter is put to rest and I consider Hughes net to be a company in good standing with meI will tell others that Hughes net did more than expected
Regards,
*** ***
January 19, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** *** Complaint ID: *** Dear *** ***: In response to your letter dated December 31, to the Executive Customer Care division
of HughesNet, it is our understanding that *** *** has some concerns regarding a $rebate, not receiving a call back from HughesNet, removing the *** on file and the satellite dish causing cracks on the side of his house*** *** is requesting the $rebate, change his payment method and relocate the satellite dishOur Executive Customer Care representative attempted to contact *** *** on January 19, to discuss his complaint and had to leave a message on his voice mailOur billing support team attempted to contact *** *** on December 13, and we were not successful in reaching himWe attempted to contact *** *** after the sales call was reviewed to inform him the sales representative confirmed a $*** gift card was the correct offer*** *** must go to hughesnetrebates.com to begin the rebate processIf *** *** registered his account and submitted the rebate request the website has an option to obtain details regarding the rebateHughesNet can remove the *** on fileOur billing options are as follows: *** *** can add a different payment method such as a credit card, debit card or checking account to keep automatic draftsOr, we can remove automatic drafts altogether and switch the account to invoices by mailThis option has a $per month service fee, which is applied to the account to offset the cost of invoice generation, mailing, and processingThis fee is mandatoryPlease let us know which option *** *** choosesOur Executive Customer Care representative reviewed *** ***'s account history and found the satellite dish was relocated January 17, and this concern has been resolvedWe 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 ###-###-####
[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:The dish was removed off my wall on 1-19-2018.......however the cracks that was caused by the dish on the wall have not been repaired.........all the guy that relocated the dish did was fill the big holes that the to inch bolts came out of.....however he said someone would come to patch and repair cracks.......still waiting for repair......The rebate was never stated correctly......they never tried to call......and that rebate website was never told by me by no one......do assure I logged onto it....but without my account allowing me full access to change email or account settings.....its use.................nothing of my billing and or current invoices or nothing arre online the website states I have no acess to change or update nothing.....Think hughes needs to update the rebate online for me.....all I know is my promised to day *** gift card is well past days of receiving in the mail....please lets cut to the chase of this.....-refund issued immedietaccount to have me be able to change and updahome repairedthis rebate online stuff is to not be my responsibility.......hughes needs to correct the mis information of the guy who scammed me and make this happen......sorry...........*** ***
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:The proposed action of taking three consecutive days of sampling speeds morning afternoon and night has been done for much more than daysMy average speed is MBps and never goes over This is unacceptable for the terms advertisedThe root of my complaint is advertising, and an unwillingness to help the situation Hughes net solution is constantly to measure the speed over and over That's been done, it's too slow, something's wrong, so come fix it.the proposed solution does not address the fact that I've been charged and paid for something I'm not getting since OctoberMy legal council advised me that Hughes net should reimburse me for these charges Finally calling the trouble hotline does nothing Please review my original complaint which details my interactions with the trouble hotline in the past It will get me nowhere
Regards,
M*** ***
*** *** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: *** *** Complaint ID: *** *** ***, In response to your letter dated November 5th, to the Executive Customer Care division of Hughes, it is our
* HughesNet Executive Customer Care [email protected]
understanding that *** *** has concerns regarding the auto pay feature on our accountsWe would like to apologize to *** ***Our sales agents are supposed to make clear that the card being used for the first month of service, to get signed up, will be used each month thereafter for the monthly recurring charges unless changed by the customer either by calling or doing so onlineWe would also like to apologize that the *** ***'s options were not made clear once he expressed that he did not was to be on auto payWe are primarily a paperless company and find that for the majority of our customers auto pay is the best option to avoid past due amounts and cut down on paperWe do offer an invoice option whereby a customer can receive a paper bill in the mail and it is due days laterThis does carry a $monthly processing feeFor the difficulties the customer has had in not having had this option offered when it was clear it is what was needed HughesNet will offer a $discount to offset the $invoice fee for monthsThe account holder would have to call in to make these changesI did notice a reference in a recent note to the account being charged an amount more than what was agreed to and that the agent told the customer of a special additional charge that was added but could not be removed or credited backThis service is Express Repair and provides for a business day response time for technician visits and a copay of $as opposed to $Sales agents offer this free for the first month as a courtesy but sometimes it is not taken off before it begins billingIf we speak with the account holder any agent can remove it and by reading this letter that will be placed in the customer's notes we can credit back the months that this was chargedThe customer should be aware that auto pay is a feature we offer the customer and even though it may not be the preferred method of payment the amounts owed would still be dueI have gone over the customer's data usage history and show a consistent pattern of the services being used for the last several monthsThe customer's balance currently stands at $which is for months of serviceIf the customer wishes to have the Express Repair credited before payment, he may call in and an agent will be able to obligeWithout any further payment HughesNet will eventually cancel the account and the customer will be held responsible for early termination feesWe 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 considerationRespectfully, MF
Revdex.com:
I sent in a check, that was cashed by Hughes Net for $prior to getting this response, I would like the amount sent back to me considering they have agreed to make my balance 0. Other than that I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Marlaena ***
*** *** *** 12/17/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: *** *** File # *** HughesNet would like to notify *** *** that her concerns are being addressed and pertinent to her complaint not all
of the information has been received to complete the investigation audit on her account*** *** should note that HughesNet is in progress with the audit and she should expect a call form the Corporate Officer within the next 24-hoursHughesNet understands that her concerns are frustrating but in order to fully understand her account the audit must be completed before determining a final result for herHughesNet is sorry for any inconvenience *** *** may have hadFurthermore, as soon as all of the information has been received HughesNet looks forward to speaking with her to reach an amicable resolution to her concernsIn the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer handling her complaintWarmest 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Regards,[redacted] Because I'm NOT going to pay them a penny for breaching the contract,as they've already done it (daily).By NOT delivering daily uninterupted service,
Until the contract ends and they got their equipment,and they're NOT providing uninterrupted service.I will continue this monthly until the contract ends,I have already told family and friends NOT to do business with them,as they're fraud,thieves,extortionists,blackmailers,etc. SORRY that you are stuck in the middle of this,I will contact my federal senator,about reporting them to the FCC. as well.
...⇄ [redacted]
Complaint ID: [redacted]Mr[redacted],In response to your letter dated October 10th, 2017 to the Executive Customer Care division of Hughes, it is our understanding that Ms. [redacted] has concerns regarding the lack of adequate service and the early termination...
fees. HughesNet would like to extend its sincerest apologies to Ms. [redacted]. We do have over a million satisfied customers all over the country. Ms. [redacted] has not seen the best HughesNet has to offer in terms of installation experience and product support. It is clear that the customer has made a whole hearted effort to assist us in making her services work as intended but HughesNet has yet to deliver on that promise. Based on the records we would not expect the customer to put forth any further effort in troubleshooting, and we regret that we were not able to get the services running as optimally as they to for the majority of our customers. We will allow the customer to cancel without penalty and have credited what has been paid to HughesNet. Ms. [redacted] can call and speak with our Account Management Department to cancel any time before November 14th and reference this complaint to have HughesNet waive our early termination fees. 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. Respectfully, M. F[redacted]HughesNet Executive 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 [redacted], and find that this resolution is satisfactory to me. W[redacted] was very helpful. I wish I had been able to receive service of this caliber months ago but am thankful for this resolution now.
Regards,
R[redacted]
August 23, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s account was activated on October 4, 2013 and requested to cancel her service on July 28, 2016. Regarding Ms. [redacted]’s latest concern of not being able to return her purchased equipment for credit please be advised that we have provided the terms and conditions directly from the subscriber agreement. Ms. [redacted] has indicted that the sales agent advised her otherwise, unfortunately it isn’t reviewable to determine what the agent advised because of the length of time since the service was installed. Please be advised that Ms. [redacted] didn’t pay $400.00 for equipment and Hughes has never had a charge of $400.00 for equipment. Hughes’ equipment is $199.99 and the installation for purchased equipment is $199.99. If the equipment is returned within 30 days of being installed only the equipment cost is refunded. Installation and activation fees are non-refundable. Ms. [redacted] paid $99.99 for her equipment when she was first installed due to her receiving an instant $100.00 equipment purchase credit. We have included a copy of her first invoice as a reference. 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]
[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 not satisfactory to me, however, I feel this is the only resolution I will be offered, so I may have to accept it. There was not a return shipping label provided when the new equipment was sent to my home address. So now, Hughesnet is expecting me to pay for shipping on that, thus costing me more money. The fact that my equipment was not sent when I was told it would be, may be the reason for no return shipping label being provided. After waiting for 2 weeks for replacement equipment to be provided per the request of the Tech Support Agent, I called again to question where the replacement equipment was. At that time, I was told the equipment never got sent, and that person said I would be getting my equipment the following day via overnight shipping. When the equipment arrived, the first thing I noticed was there was no return shipping label, and immediately called into Customer Support to ask that one be sent. I was told I would receive one in the mail, and it never showed up.When I made the initial phone call to obtain service, I was never given the terms of "early cancellation fees". Also, I was never given the terms of "Data Peak Hours". I was informed that I would have 10gb of data per month, but was never explained that less than half of that data was allowed at certain hours of the day, mostly during the times we are not home, as are most people with full time jobs. The performance of our internet service has never been at the level of 5mb download, as I was told it would be. Our service was, and is, commonly performing at about half that rate or less.That fact that Hughesnet does not offer any kind of "Customer Satisfaction Guarantee" is very upsetting to me as a consumer. I personally work in Retail Sales, and we offer our customers, multiple options for Satisfaction Guarantee. Hughesnet preys on people, especially people in small towns with little to no options for internet. The make statements that they will provide the best satellite internet speed and reliability to any customer, yet that doesn't happen. If Hughesnet is willing to waive the entire early termination fee, I will gladly ship the equipment back to them out of my own pocket. Otherwise, I would request that Hughesnet provide me with return shipping labels for any equipment they would like returned.
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]
[redacted] 2/5/18Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] HughesNet would like to notify [redacted] that her concerns are being addressed, but not all of the information has been received to...
complete the investigation audit on her account. [redacted] should note that HughesNet is in progress with the audit, and she should expect a call from the Corporate Officer within the next 2-3 business days. HughesNet apologizes for any inconvenience [redacted] may have had. Furthermore, as soon as all of the information has been received, HughesNet looks forward to speaking with her to reach an amicable resolution to her concerns. In the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer. Warmest Regards, D.M[redacted] Executive Customer Care Support Division