D & L Air Conditioning

In response to your letter to the executive customer care division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records.‘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.”Mr [redacted] would need to take adequate speed test and web responsive test without a router in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.We would need for Mr [redacted] to contact me back directly after the speed test have been completed.If Mr [redacted] needs additional help on how to process the test he may contact our customer support team at ###-###-####.If Mr [redacted] is still dissatisfied with the service, Hughes can cancel the account and waive half of the early termination fees There is currently a discount of $off for (6) months on the account with (3) months remaining towards the discount Mr [redacted] may contact me directly with any additional questions.We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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,Ecole ***SrExecutive Customer Support

July 20, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding her HughesNet serviceWe have previously sent multiple responses concerning Mr***’s account under complaint ID [redacted] Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service was activated on March 31, As Mr [redacted] mentioned, his wife was the person that called and inquired about service and with his permission allowed his SSN to be used to qualify for the lease option which in turn makes him the account holderThe SSN isn’t used for any other purposeOn May 14, 2015, Ms [redacted] requested to cancel the account and was advised that the account holder needed to make the request and was reminded of the terms and conditions Currently the account is still active and the account holder needs to call 1-866-347-to request to cancel the serviceIf the service is canceled at this time there would be an early termination fee added to the account in the amount of $We requested a sales call review to determine if the correct information was giving regarding the early termination fee during the sales call and the results of the sales call review determined that the correct information was provided The results of the sales call have determined that the proper information was given pertaining to the month commitmentThe early termination fee is valid if Mr [redacted] still wishes to cancel his serviceMr [redacted] must contact customer support to request to cancel servicePlease find the results of the sales call review as follows; the agent read our required Service Term disclosure, during the T&C’s of the saleWe spoke with spouse, [redacted] for the whole call/order.24:Agent read service term disclosure: The contract term is monthsIf you cancel after activation but before the end of your term, you will be subject to an early termination fee of up to $You must return your equipment within days of canceling your service to avoid a $unreturned equipment feeThanks, Regarding Mr***’s request to cancel without penalty, please be advised that when Ms [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we will issue a credit of $to his account representing half of the early termination fee We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted]

[redacted] 12/5/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offeredHughesNet completed a further investigation into [redacted] ***'s accountA review was done on the original order that [redacted] placed which included the sales callBased on the Quality Assurance report, it was validated that [redacted] agreed to the terms and conditions at the time of order; additionally, [redacted] expressed how dissatisfied he was currently with Windstream and was very interested with what HughesNet had to offer himFurthermore, [redacted] clearly knew about not needing the [redacted] to be connected to the wifi as the cable should still work without itThe agent specifically asked him if he would be doing any streaming and [redacted] ***'s response was, “Every now and then I will upload from YouTube but I can do that on my phone.” HughesNet does not understand why [redacted] would mention his [redacted] does not function with HughesNet if there is no need to have it connected to the internet; the [redacted] box is showing currently still connected via 2.4GHz wifi as it had been in the previous responseIt has been determined that [redacted] might have omitted some information at the time of order, and because there are far too many specific uses of the internet for agents to ask about all of themHughesNet aggents expect consumers to let them know their needsLastly, [redacted] was told that his monthly service charges should be around $94.97, and according to the last invoice generated the total monthly service charges were $Also, [redacted] said he was told his bill would be less than $per month, which appears to hold truth as wellThe reason [redacted] saw a slight increase of $is due to the fact that the Voice service had a discount for the first three billing cycles, this was a promotional offer for the voice serviceThe monthly service plan is still being discounted by $and should remain active for his entire term commitment remaining which is monthsHughesNet did complete some diagnostics on [redacted] ***'s account and the results were above the parameters that his current service plan offers, and no tests came back with any results that would call for assistance or a technician visit to his home [redacted] ***'s current speeds are a download of Mbps and an upload of Mbps which is well above what his service plan offersFurthermore, data usage charts show that the internet is being utilized every month and no invoices from starting date of service shows any additional charges that were not discussed with [redacted] ***HughesNet has held up to our end of the agreement, and if [redacted] chooses to cancel services the early termination fees will be valid and HughesNet will be well within our legal rights to assess the fees based off [redacted] ***'s acceptance to the subscriber's agreement at time of order and install [redacted] can refer to www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms and conditionsBased on these additional findings, HughesNet does not see any justification for waiving the early termination feesHughesNet understands that this may not have been the resolution he had been hoping for; however, as a courtesy for him and to reach an amicable resolution to his concerns, HughesNet has increased his service discount which was applied in the previous response from $off to $off for his next invoices [redacted] should take note this is in addition to his $discount for his service planHughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faithWe sincerely regret any inconvenience that [redacted] may have experiencedThank you very much for your considerationWarmest Regards, D.M [redacted] Executive Customer Care Support Division

[redacted] 12/4/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is subscribed to HughesNet services and recently had some concerns with a new commitment that was done as part of the upgrade to Gen in MayHughesNet would like to let [redacted] know that her concerns are being addressed and the Corporate Officer that is completing the investigation is currently awaiting a response from the 3rd party contractor that completed her upgrade orderIn order to validate [redacted] 's complaint a quality assurance report is needed from the call that was recorded the day the upgrade was completedHughesNet understands this may be an inconvenience for [redacted] and that a timely resolution is appreciatedAt the current time, this case is pending the results of the QA report, so HughesNet would ask that [redacted] allow the Corporate Officer to complete the full investigation before we can reach an amicable resolution with herAs a courtesy HughesNet has provided a service discount of $for the next months, and once the report has been received, the Corporate Officer will reach out to her [redacted] may respond back to HughesNet to let the Officer know she understands the temporary resolution at this timeHughesNet looks forward to further assisting her with the concerns she has expressed, and she should expect to be contacted within the next 24-hoursHughesNet is hopeful that our effort and actions will serve as a demonstration of our good faithWe sincerely apologize to [redacted] for the delay in addressing her concernThank you very much for your consideration Warmest Regards, D.M [redacted] Executive Customer Care Support Division

April 21, 2015Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear Mr [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet service.Please be advised when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject 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 cancelation policy.“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.”“To ensure fair Internet access, 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 uploadedSubscribers who exceed this limit will experience a temporary reduction of speed.”“HughesNet Genservice plans will work with many features offered through gaming services such as [redacted] ***® and the [redacted] NetworkYou will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted] ® and ***™However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet serviceStrategy and "turn-based" games will work but games requiring a rapid response such as "first-person shooters" will be unplayable.”We suggest Mr [redacted] upgrade his service to a higher tierHughes will cover the cost for (6) months to see if the new service will meet his internet service expectationsHughes has added $off the account for (6) months In light of Mr [redacted] ’s difficulties with our service; Hughes can waive half of the early termination feeThe equipment needs to be returned within (45) days after the cancellation date to avoid being charged an unreturned equipment feeA box and prepaid label will be shipped to the address on file for the successful return Mr [redacted] would need to contact me at the number below with any additional questions.We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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*SrExecutive Customer Support###-###-#### [redacted]

July 12, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] Case # [redacted] Dear [redacted] : In response to your letter dated July 6, to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service [redacted] is seeking improvement with latency when loading web pages or cancel service without penalty as it is under days of activationOur Executive Customer Care representative reviewed all pertinent database and indicate that [redacted] ‘s account was activated on June 19, [redacted] contacted HughesNet on July 6, to troubleshoot to determine if there were any problems with her serviceOur technical team advised [redacted] that her current system was performing properly and speeds were within performance limitsOur technical team advised [redacted] it is common to experience latency when loading web pages with high or heavy content, such as [redacted] ***Latency is impacted by the distance data has to travel from one place to anotherWith satellite internet, latency is slightly higher (longer) than other transports because the data has to travel back and forth to satellites that are more than 20,miles in the skyStill, latency is typically under a second and should not impact most general internet activities noticeably but may impact web pages with high or heavy content like [redacted] ***However, [redacted] is requesting to improve the time it takes to load high or heavy content pages and is requesting that HughesNet continue to work toward a solutionHughes values [redacted] as a customer and we wish to retain her businessWe are hoping [redacted] can find other uses for the HughesNet service for other internet activities and keep [redacted] as our valued customerOffering additional troubleshooting for latency concerns may not improve the time it takes to load web pages, however, HughesNet can offer the assistance of our advanced technical support to work with [redacted] to verify if latency can be improvedHughesNet partnered with Home Tech Support which is a service available to our customers experiencing issues that are non-HughesNet service related such as slow speeds, service performance issues, spam/malware, and additional PC or home network problemsAs a courtesy we can offer this HughesNet partner service free of charge and to set the correct expectation it may or may not improve latencyIf you wish to take advantage of this courtesy complimentary diagnosis and resolution of eligible issues please contact our customer care department to connect you to the Home Tech Support teamRegarding [redacted] ‘s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, our sales representative expressed that speeds cannot be guaranteed and customer’s are subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ‘s circumstances, HughesNet agrees to make an exception regarding our cancelation policyIn light of the difficulties [redacted] experienced with our service, we can offer a credit of $to her account representing the early termination fee We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith At this point, we would respectfully request your response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationSincerely, Josie C [redacted] Executive Customer Support [redacted] [email protected]

July 20, Mr [redacted] Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] [redacted] Dear Mr [redacted] In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Mr [redacted] service was activated on January 22, Regarding Mr [redacted] latest concern please be advised that a sales call review has determined that Mr [redacted] was properly advised of the service and capabilities including being read the terms and conditionsPlease find a summary of the sales call review below; The agent and customer discuss what they would be doing online, and the customer does state that they would be doing [redacted] The agent specifically asks about working from home, and the customer makes no mention of their home businessThe agent does read the verbatim streaming disclosure to the customer, which at the time stated, “Great! You will be able to enjoy about hours of Standard Definition movies a month with our most popular mid-tier plan.” (We have since updated it to read “up to hours”)Immediately after reading the disclosure, the agent states, “So all of your [redacted] , ***, ***, [redacted] , ***, [redacted] ***, all of those streaming applications that one may want to use are going to work just fine without loading or buffering the whole timeIt’s high speed, so you can get what you want to when you want to at one locked in price.” The agent pitches the plan in full, including the data allowance The customer asks, “How many gigabytes a month do I get?” The agent responds, “No matter how much internet you use, you never ever get shut off, and there is absolutely no overage fees at allSo you can actually use as many gigabytes as you want, we simply just guarantee the fastest speeds for a certain amount of data If you were to use all of your allotted data, it would just slow down for [redacted] General web browsing, [redacted] , [redacted] , email, online shopping, that kind of stuff is going to work just fine all of the time, no matter how much internet you use.” The agent will be coached to directly answer the customers question in this situation, and set the correct expectations with the FAP.The customer asks, “Okay so if my computer was streaming for days straight, then it would be the same dollars a month?” The agent responds, “Correct, your price is locked in There’s no overage fees, it’s never going to change.” The agent reads all final terms and conditions correctly The only question the customer has about the final terms was in regards to the auto-billing, which the customer wanted and agent said was already set up We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted]

November 29, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] *** File# [redacted] Dear Mr [redacted] : In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records At the time of sale; Hughes can only estimate what plan would be a great fit for customersIf customers’ continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance.“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.”“To ensure fair Internet access for all HughesNet® Gensubscribers, 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 Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event the service was cancelled 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 efforts indicated Mr [redacted] was subjected to the Fair Access Policy which is a tangible part of our serviceIn light of Mr***’s issues, Hughes has issued a credit of half the early termination fee in the amount of $ The remaining amount may possibly be negotiated by contacting the collections department at ###-###-#### We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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 Support [redacted]

I was called by a [redacted] at ###-###-#### and returned her call today at 3:30pm No answer.I left a message and no return call yet.I will return the modem and any associated indoor hardware if Hughesnet sends ma a call tag.As far as taking the dish off of my house, I don't mind waiting until we aren't in the throes ofsub-zero temperatures.- [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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] I do not accept this offer because its the same offer as beforeHe says that service is in range of acceptable serviceThen you standards are very low because AGAIN I'm answering this email on my phone because I my laptop cannot get serviceThe only cose you have given me is to retain legal councelI would rather pay him for his services than pay for your low standards of service Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

[redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted] Complaint ID: [redacted] ,In response to your letter dated November 14th, to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation technologyI was able to speak with [redacted] on 11/on his original complaintI attempted to call him times on this complaint and was unable to reach him or leave a voice mailHughesNet apologizes for the difficulties [redacted] had immediately following the installation of his new Gen upgradeBy all accounts our newer technology is superior to the previous generationThere is more data available, much higher speeds, and a built in router with video saver technology to help the customer conserve data when streaming videosWe have had a great response from the majority of our customer's who go through with the upgrade which is why it concerns us when the customer feels that it is worse than his prior servicesI advised the customer that I saw some usage issues that might need to be addressed, but was unable to go into great detail as the customer was at workI saw that he was running out of data about days into his cycle, using an average of GB a day to that pointHe seemed to use his prior Gen allowance in the same amount of time, at least in SeptemberWe can assist the customer in a few ways with that situation like showing [redacted] where he can monitor and manage his data, purchase and use tokens for temporary data relief, and discuss the customer's general usage to see if an upgrade is neededThis is not to say something else may not be wrong with the customer's ability to stream video, and other basic internet browsingThe customer is again currently out of the data I replenished for him on his original complaintIf he would like to trouble shoot he will need to call in to have tokens added when he is ready to do soOn 11/I advised [redacted] of the followingIf he is getting below Mbps with data available he can call in to tech support which is open hours a day and we can do basic troubleshootingIf this does not solve the problem our next step is to escalate the issue to our engineering department to investigate and solve the root of the customer's service difficultiesIf [redacted] performs the tests with data available and is getting Mbps or over and is still having difficulty streaming he can call in to our tech support and we can offer him a complimentary diagnosis and fix through our partner company Home Tech SupportThese agents are able to correct issues that may be outside of the scope of HughesNet customer technical support if our services are fully operationalWe will be happy to assist the customer in any way possible to get the [redacted] the high quality services he deservesWe sincerely regret any inconvenience that [redacted] 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]

[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: [redacted] I am rejecting this response because: My name is Miss [redacted] , I am a female Hughes Net is referring to me as a male With that said my SAN/site id# is [redacted] .The dispute involves, they refunded me money and when it came time to pay the bill the credit disappeared and they took money out of my bank account, stating the credit never existed, when I have copies of it directly from the Huhnes site, as well as documents from [redacted] and phone conversations stating the refunded money that Hughes net states was not there Hughes also took almost 40$ over the amount normally paid, saying it was for a pro rate, when there is nothing to pro rate They have taken money out of my bank account twice days before the due date causing overdrafts on my account and creating unnecessary complications Hughes net makes thier customers "read between the lines", I feel they practice unethically Regards, [redacted]

May 22, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Case # [redacted] Dear Mr [redacted] In response to your letter dated May 04, 2017, to the Executive Customer Care division of Hughes, we have contacted Ms [redacted] in an ***empt to resolve the outstanding m***er It is our understanding Ms [redacted] has some concerns regarding her new sales order inquiry with HughesNet Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with Ms [redacted] On May 22, Hughes obtained information about the sales call from Ms [redacted] which we will be able to use to request that Ms [redacted] ’ hardware lease credit inquiry be removed as a hard credit inquiry with [redacted] This process may take up to six weeks to complete We sincerely regret any inconvenience Ms [redacted] ’s 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 [redacted]

July 2, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted] Dear Mr [redacted] In response to your letter to the executive customer support division of Hughes, it is our understanding that Mr ***r has some concerns regarding his HughesNet service.“HughesNet Genservice plans will work with many features offered through gaming services such as [redacted] and the [redacted] NetworkYou will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted] ® and ***However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet serviceStrategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,miles)This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host serverThat will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“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.”Please be advised when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period Consequently, 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 cancelation policyWhile Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr [redacted] ’s frustration and concernAs a result of Mr [redacted] issues, Hughes will waive half the early termination 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 $Mr [redacted] may contact me at the number below to bring closure to his complaint.We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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,Ecole F [redacted]

March 4, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms [redacted] ’ service was activated on August 11, On February 5, 2015, Ms [redacted] ’ account was cancelledAs a result of cancellation within her contractual agreement, Ms [redacted] ’ account was charged an early termination fee in the amount of $ We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but Ms [redacted] will need to be on site when the tech arrives and Ms [redacted] will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dishShe will receive a return kit so that she can send the equipment without incurring shipping charges We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support###-###-#### [redacted]

December 16, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted] ***Complaint ID [redacted] Dear [redacted] In response to your rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account is registered to [redacted] and was activated on June 9, Regarding [redacted] ***’s latest concern please be advised that Hughes doesn’t have any instances of customers losing data and it being a result of Hughes’ serviceIt is advised that [redacted] troubleshoot his other devices with Home Tech Support which is a third party company that Hughes uses to troubleshoot customer’s devices that aren’t part of Hughes system such as routers, computers and other devicesTo reiterate speeds can’t be guaranteed however Hughes does have an acceptable parameter of capable speeds based on the service planWe currently don’t show any recent speed test results to determine what kind of browsing speeds [redacted] is receiving [redacted] needs to go to our customercare.myhughesnet.com site to conduct at least different speed tests throughout the day and call technical support at ###-###-#### to troubleshoot the service and determine if the service is operating as it should.The current service plan that [redacted] subscribes to includes 20GB of anytime bytes and 50GB of bonus bytesWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,Darron W [redacted] Executive Customer Support###-###-####[email protected]

January 24, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] Complaint ID: [redacted] Dear [redacted] : In response to your letter dated January 4, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service [redacted] requested to speak with someone with the ability to make decisionsOur Executive Customer Care representative reviewed all pertinent database recordsHughesNet appreciates the information regarding service not working since the service started October 31, We reviewed the account's service order history and confirmed two on-site visits have been completed on November 20, and November 30, Both service orders are documented by the technician “Resolution: NO REPAIR - NO PROBLEM FOUND”HughesNet noticed a third service order was assigned and has not been scheduled yetOur Executive Customer Care representative will contact the installer and the installer's supervisor to obtain details regarding the purpose and outcome of the recent service ordersHughesNet appreciates the feedback regarding the poor customer service [redacted] experiencedAt the end of the call, our customer should feel a one-one discussion relative to their particular problem was provided and feel they've engaged in a productive, positive conversationPlease be assured enhanced training will be provided to our support team to address these concernsAfter researching the account our Executive Customer Care representative noticed [redacted] GB she purchased with her service plan was completely consumed 1-8- [redacted] must keep in mind the data allowance resets on the 30th of every month and if she exceeds the GBS, she will experience reduced speeds, typically 1-Mbps, until the next billing cycleWe would also like to remind [redacted] the GB plan is designed for customer's with one device with minimal data usage, for example emails and limited browsingHughesNet would like to remind [redacted] we offer service plans with a higher data allowance: GB at $69.99, GB at $99.99, and GB at $HughesNet can work with our customer's to offer a discounted rate to our service plansHughesNet values [redacted] as a customer and we wish to retain her businessIf [redacted] disagrees with exceeding the GB allowance is the cause of her slow speeds HughesNet would like to offer technical supportOur Executive Customer Care representative will contact [redacted] to troubleshoot to locate the problem and offer a solutionRegarding [redacted] request to cancel without penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesOur Executive Customer Care representative reviewed the call made January 4, and [redacted] refused to troubleshootIf [redacted] wishes to terminate service with no efforts in fixing the problem the early termination fee is validWe sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faithWe will contact [redacted] to make an effort to offer a resolutionIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID [redacted] Thank you very much for your considerationSincerely, JC [redacted] Executive Customer Support

July 30, Mr [redacted] Revdex.comK Street Northwest, 10th FloorWashington DC 20005- Re: [redacted] File# [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding Hughes service.Our Executive Customer Support reviewed all pertinent database recordsWe are still unable to locate the account information with the address and information provided In order to bring resolution to Ms [redacted] ’s complaint, Hughes would need the account number or phone number associated with the complaint.Ms [redacted] may contact me at the number below to bring closure to her complaint Hughes is wholly committed to clarifying the nature of Ms [redacted] ’s concerns and expectations relative to her accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Ms [redacted] Very truly yours, Ecole F [redacted] [redacted]

February 26, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Mr [redacted] ’ service was activated on July 12, On July 23, 2014, Mr [redacted] ’s account was upgraded to Gen serviceAccording to Hughes’ terms and conditions upgrades to Gen are automatically placed under month commitmentOn February 4, 2015, Mr [redacted] ’s account was cancelled As a result of cancellation within his contractual agreement, Mr [redacted] ’s account was charged an early termination fee in the amount of $ Regarding Mr [redacted] ’s request to cancel without penalty, please be advised that when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr [redacted] experienced with our service, we have issued a credit of $to his account representing half of the early termination fee and that amount has been refunded to the card on file We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support###-###-#### [redacted]

[redacted] 12/4/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: [redacted] *** File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] *** was subscribed to HughesNet services but has since canceled service and had some concerns relating to the early termination fee policyIt was confirmed that [redacted] first subscribed to HughesNet internet on October 26th, and first contacted HughesNet support on November 17th with regards to her speeds and being unable to stream on [redacted] with her [redacted] **HughesNet completed an audit on [redacted] ***'s account history, and it was validated that [redacted] declined to troubleshoot with the agents and just wanted to cancel the serviceHughesNet does understand that satellite internet is not always suitable for every consumer's needs, and unfortunately [redacted] was one of the few that were not happy with the service [redacted] should take note that if she had given HughesNet the chance to troubleshoot her issues, HughesNet most always can fix the problemsIf the subscriber declines to assist the technical team it becomes very challenging for HughesNet to meet their expectationsFurthermore, according to the audit it was validated that [redacted] was able to terminate her service without incurring the early termination fee; it was waived completely for her at the time of cancelation [redacted] is still responsible for returning the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $ [redacted] ***'s service has been officially terminated as of December 3rd, and there currently is a zero balance on the accountAdditionally, a return kit has been created and should ship soon; typically subscribers should expect to receive this kit in 3-business daysThere are instructions on how to return the requested lease equipment as well as a pre-paid shipping label for return [redacted] should make note of her return tracking number as it may be requested of her at a later timeHughesNet apologizes that the service was not what she had expected; however, if she wishes to reactivate her service she has until January 17th, Typically the fee to reactivate is $but HughesNet would be willing to waive this fee as a courtesy for [redacted] ***We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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 [redacted] Executive Customer Care Support Division