D & L Air Conditioning

[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, M [redacted]

[redacted] 11/25/17Trade 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 and had some concerns relating to the early termination feeIt has been verified that [redacted] first subscribed to HughesNet internet on July 4th,and first contacted HughesNet support on August 8th, for billing related issuesHughesNet completed a complete audit on [redacted] ***'s account including case history including invoicesBased on the investigation HughesNet has a hard time understanding why [redacted] has stated her service hasn't worked for the entire five monthsAccording to the case history it was validated that several tech visits were sent to [redacted] ***'s home one for a modem replacement, and the most recent will be for a de-installThere were no major technical calls made into HughesNet support while [redacted] had servicesFurthermore, HughesNet ran some diagnostics on her system which is still activated and being utilizedCurrently there are two devices connected 2.4GHz wifi which proves the service is workingOne diagnostic did show that [redacted] has consumed all her 50GB of monthly data allowance for the month, which means she will experience HughesNet's Fair Access Policy which states; “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 may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speedReduced speeds may be as low as or lower than Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” [redacted] would notice a change in here services every month if she was consuming her monthly data allowanceHughesNet did pull some usage charts from the last three months and shows usage every day, this again proves that HughesNet did provide services as promised in our agreementIf [redacted] was having service related issues she could have contacted HughesNet support 24hours a day and days a weekMost of subscribers issues can be resolved with simple troubleshooting with the HughesNet technical teamBased on the Corporate Officer's investigation the early termination fee of $is a valid charge and HughesNet is well within are legal rights to assess this charge however, as a courtesy to [redacted] and in order to reach an amicable resolution to her concern, HughesNet has reduced this fee to just $for [redacted] to which she also accepted November 4th, [redacted] does have the option to reactivate her service before December 4th, if she chooses to do so HughesNet would kindly waive the fee for thatBut in regards to having the entire early termination fee waived unfortunately, HughesNet cannot find justification to do so and there was nothing wrong with the service that was being used within [redacted] ***'s At this point HughesNet will not issue any more credits, refunds, or discounts to this accountThe only exception would be if [redacted] were to reactivate her services HughesNet would provide her a free month of service as an incentive to stay with HughesNetThis one time adjustment of $will only be applied if [redacted] reactivates servicesWe sincerely regret any inconvenience that Mr(customer) 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

[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, J [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] Complaint: [redacted] I am rejecting this response because: I am rejecting this response because in his lengthy explanation MrW [redacted] says nothing about the fact that the Hughes Net customer service will not return phone calls or that they keep you on hold for over half of your phone call with themI was promised separate phone calls and never received oneOn Sept I was told that an engineer would call within hours and as to date there has been no contact from Hughes NetI do not know anyone that has an extra hours at a time to spend on the phoneYes I realize that there are no promises for speed and I don't have an issue thereHowever when I call in and the customer service agent keeps me on the phone, refuses to connect me to a supervisor, or hangs up on me I have an issueI run a business and if I answered phone calls in this matter I would not have a jobIf I told a client that they had to go do this or that times a day before I would consider helping them I would lose clients Regards, [redacted] ***

[redacted] 12/6/17Trade 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 did review all pertinent information relating to [redacted] ***'s concernsBased on the investigation into his account, it was verified that the case which was escalated to the Engineering Department is currently still in Open statusThe Corporate Officer handling [redacted] ***'s complaint contacted engineering and found out some important informationBased on the conversation, it has been validated that, unfortunately, [redacted] ***'s case had to be reassigned to a more advanced engineer which took place todayAccording to the department, his case has been expedited and he should be receiving a call from the engineer as soon as tomorrow or possibly later in the evening but no later than three business daysHughesNet's Corporate Officer also attempted to reach [redacted] on December 5th and contacted the number he provided as well as his home numberMessages were left on both contact numbers as [redacted] was unreachable [redacted] should note that the cell number he provided in his response was also provided to the reassigned engineerAdditionally, HughesNet did review the speed test history results that [redacted] was referencing in his response on November 29th; it was verified that three tests were completed by [redacted] all in the 7:hour (peak time)According to the results, the upload was above [redacted] ***'s service plan parameters at Mbps; however, the download was not as good and is considerably low which suggests that the proper department, which would be engineering, needs to investigate the service and determine a proper and amicable resolutionFurthermore, HughesNet would like to know if [redacted] has connected the new modem and/or received the equipmentOnce the replacement is plugged in HughesNet would ask that he return the defective piece of equipmentLastly, the service credit that was applied to his account is still valid due to the Escalated case and service issues which means he currently has a credit balance of $and will not have to make a payment for the next bill that is generated, and the remaining credit will be applied to January's invoiceLastly, the diagnostics run currently still show a wireless coverage issue that may need to be addressed and the current download is Mbps and an upload of 3.2mbps which are well above the parameters [redacted] does still need to keep in consideration that according to the HughesNet disclaimer, “Stated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hoursIn addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the source and the strength of the signal, and its usage is subject to the Fair Access Policy.” Due to the new findings and the knowledge of a case reassignment that was escalated, HughesNet would like to offer our sincere apologies to [redacted] and assure him that if the issues cannot be resolved then we can reevaluate his HughesNet internet service and discuss additional options at that timeHughesNet 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

March 4, 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 the account was activated on September 27, On December 31, 2014, Mr [redacted] called to inquire about his bill and stated he wasn’t informed about the express repair charge, pc essentials, and zone alarm internet securityThose services are placed on the account and credited for the first month and abled to be canceled by request at any pointAs a standard, it should be mentioned during the sales callOnce a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $per month.” Currently Mr [redacted] has been switched to invoice billing and in addition we have issued another credit in the amount of $for three months of the aforementioned services 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 DW [redacted] Executive Customer Support###-###-#### [redacted]

November 21, 2017Dear [redacted] :In response to your letter dated November 3, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the monthly rate she agreed to, not receiving a paper contract and feels the signature on the installer's cell phone included hidden chargesWe made an effort to contact [redacted] in an attempt to resolve the outstanding matter and left messages on her voice mail.Our Executive Customer Care representative reviewed all pertinent database records and reviewed the call made to our billing support team on November 3, to ensure proper billing support was providedOur billing support team and supervisor provided [redacted] accurate information regarding monthly recurring charges before taxes:50GB Service Plan $Promo Service Credit (24-months) -$Equipment Lease $Additional ServicesExpress Repair Premium $11.95We encourage [redacted] to verify this information at our online support center: supportcenter.myhughesnet.comIf [redacted] feels the monthly recurring charges are incorrect, please contact our billing support team to make the necessary corrections During the same conversation [redacted] believed she purchased the HughesNet modem for the one time discounted rate of $rather than lease it for the monthly rate of $ [redacted] 's initial payment of $paid for the following (tax is not included): If [redacted] wishes to purchase the modem, please contact out billing support team to process the request, keeping in mind the $(plus tax) modem purchase price will appear on the following statement after the request is processedWe also attached a copy of the Welcome Letter for her records[redacted] requested a paper copy of the contract and as a courtesy, we attached the Subscriber agreement [redacted] can review the same Subscriber agreement at legal.hughesnet.comLastly, the signature she provided on the installers cell phone does not discuss HughesNet charges or feesPlease be assured HughesNet did not apply extra charges or feesBelow is the information that is attached to the signature [redacted] provided:*** [redacted] can verify all charges and payments from the activation date of August 31, to the latest statement at our online support centerShe can also confirm payments made to HughesNet by reviewing her Visa card statementsWe sincerely regret any inconvenience [redacted] may have experienced and we appreciate the opportunity to address her concernsWe 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 case In the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID [redacted] Thank you very much for your consideration.Sincerely,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: [redacted] I am rejecting this response because: we moved in August, I did contact them before we moved and asked what equipment I needed to bring with meThe person I spoke with explained what I neededAnd at that point the service was no longer being usedI was charged for September and October at 99$ for each month that service was not being used that more than cover a the cost of early terminationSo I don't feel I should have to pay anything Regards, [redacted]

June 30, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’ service was activated on January 6, [redacted] contacted our support team via chat in May of to say that when the weather is rainy or cloudy he loses signalHughes’ 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 On May 24, remote diagnostics revealed that there was a line of site issue which is a result of the dish movingThere is no way to determine at what point the dish moved to cause the line of site issue but after installation it has to pass several tests to be successfully commissioned As a courtesy we have issued a two month credit in the amount of $ [redacted] ’ monthly service plan is $59.99; however he receives a $service credit per month We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[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 as Answered] Complaint: [redacted] I am rejecting this response because:I had a previous complaint that was closed for some reason with out being resolvedI have had terrible internet service since the start of my contract with Hughes netI even had the technician admit that it “just doesn’t work we in some places”I did the troubleshooting- then had a technician outHe replaced all the equipmentHe ran a test and showed my husband that everything checked out fineNot even minutes later- he came in and showed meWhen he ran the test again- it failed miserablyNothing has changed- the service is still awfulI don’t think I should be penalized with an outrageous cancellation fee when it has not worked properly since the very start.I spoke to a customer service rep in Arizona by the name of JC [redacted] She called after the technicians visit but I was not able to answerShe said I could respond to her through the complaint but I got a message it was closedThere is no other way to contact herI want to be released from this contract with no penalty due to bad service from the startWe have tried everything and the service has not gotten any better Regards, [redacted]

Revdex.com: I appreciate that HughesNet has confirmed what I had previously indicated which is: the radio transmitter and all equipment was returned in October I understand that $has now been credited to my account and what remains is $of disputed charges that I will consider the final amount due for my account and paid in full As demonstration of my good faith, I have contacted my financial institution and have authorized the release of $to HughesNet I would appreciate a final statement / letter from HughesNet acknowledging the case as closed and paid in fullAdditionally, I need a written rescission of the collection letter dated 11/22/from [redacted] & [redacted] on behalf of Hughes Network Systems attempting to collectThis should not have been sent to collections in the first place as we were in discussions regarding this complaint and avoiding collections was one of my requirements I am grateful for the help by the Revdex.com and the cooperation of Darron W [redacted] at HughesNet to arrive at a final resolution to this ongoing four-month-old issue Regards, [redacted]

July 6, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] [redacted] Dear Mr [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the account is registered to [redacted] and was activated on February 8, and initially requested to cancel his service on April 28, but accepted a retention offer of receiving a one month courtesy credit and was explained the reason for the issues was because the data allowance had been exceededMs [redacted] was hesitant about retaining the service but agreed to try it for another monthThe next call came on June 8, which questions as to why there was a charge for servicePlease be advised that there were no additional request made to cancel service until June 8, and that would’ve been a valid charge, however there was an adjustment of $applied to the account and that amount was refunded to the card on file Due to the account being cancelled outside of the month commitment period, there is no contractual agreement and the early termination fee of $does not applyMr [redacted] ’s account has been credited in the amount of $on April 28, as a retention offer and then again on June 20, and that amount was refunded to the card on file Regarding Ms [redacted] ’s concern of Hughes not covering her overdraft fees please be advised that Hughes’ subscriber agreement contains specific language that states Hughes isn’t responsible for overdraft fees or other expenses from a customer’s financial institution; “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted]

August 07, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear [redacted] In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes service Our Executive Customer Care representative reviewed all pertinent database recordsAt 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“To ensure fair Internet access for all HughesNet® subscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speedActual 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 [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment 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 policy.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] frustration and concernThe last troubleshooting efforts indicated [redacted] was subjected to the Fair Access PolicyThe Fair Access Policy is a tangible part of our service based on the parameters of each planWe are unable to revise the policyIn light of [redacted] ’s issues, Hughes issued a credit of half the early termination fee of $back to the credit card on fileThe refund will post in hours A box will arrive within 7-business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $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, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF*SrExecutive Customer [email protected]

February 15, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] Complaint ID: [redacted] Dear [redacted] : HughesNet received [redacted] response at our Executive Customer Care division of HughesNetWe have attempted to contact [redacted] with our sincere interest in resolving the outstanding matterUnfortunately, we have been unsuccessful in establishing contact with [redacted] and understand our return calls may be at an inconvenient timeHughesNet understands [redacted] experienced connectivity issues after the on-site visitOur records indicate [redacted] contacted HughesNet February 6, and terminated serviceOur account management team submitted a standard cancellation and waived 100% of early termination feeIt is the customer's responsibility to ship back the equipmentOn February 28, a box and prepaid shipping label will be sent to the site address on filePlease return the modem, power cord, and the radio transmitter no later than April 13, to avoid being charged an Unreturned Equipment Fee of up to $We sincerely regret any inconvenience [redacted] 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 [redacted] Thank you very much for your considerationSincerely, JC [redacted] 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:I was lied to from a Hughes Net salesman about the Hughes Net service plain and simpleI asked many specific questions about the internet service I wanted and even explained to the salesman the exact internet service that I did NOT wantThe salesman told me that I will NEVER experience any buffering as long as I did not directly download over gigabytesHughes Net will find in that recorded conversation that I gave the example, "What if I leave my computer on and stay up all month watching [redacted] 24/will I EVER experience any buffering or reduced speed?" The salesmans response, "NO! Mr [redacted] your going to love Hughes Net high speed internetYou will never experience anymore buffering like you did with [redacted] " ( [redacted] ***) Sorry Hughes Net! I had [redacted] for four and a half years and I never complained even onceAs a matter of fact this is the first time I have ever complained about anybody to the Revdex.comIn that recorded sales call you will find lie after lie from your salesman to me and this is the reason I will continue pressing and rejecting your response until you make good on what your salesman told me in the phone call or you release me from my contract.We all know salesman can be slipperyBut to bluntly lie about your service over and over in every effort to get me and/or the public to sign a contract is illegal advertising or deceptive advertising "is the use of or misleading statements when promoting a productIt may include misrepresentation of the product at hand, which may negatively affect many stakeholders, especially consumersAdvertising has the potential to persuade people into commercial transactions that they may have otherwise avoidedIn the United States of America this practice is illegalTruth refers to the concept that customers have the right to know what they are buying and that all necessary information should be on the label." Mr [redacted] (myself) had time to cancel Hughes Net serviceHughes Net service worked great in that time period and there was no reason to cancelMr [redacted] has run tests on his internet connection that is provided by Hughes NetThe connection is greatMr***s internet speed has been purposefully slowed down (throttled down in Hughes Net terms) which is something the salesman said would not happen by simply watching movies no matter how manyMr [redacted] will continue to reject and press this issue for fairness and public awareness and awaits eagerly for Hughes Nets responseUpon Hughes Net listening to the sales call the next Hughes Net response should be very interesting Regards, [redacted] ***

November 30, [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 November 10, to the Executive Customer Care division of HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matterIt is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service and troubleshooting techniques are frustrating [redacted] is requesting the problem fixed and two months worth of creditOur Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with [redacted] We confirmed he has been working with our Advance Technical team and had an on-site visit with our technician for November 29, to address the slow speed issue [redacted] was not home to verify if the on-site visit resolved the issue and will verify as soon as he gets homeWe confirmed with [redacted] our Advance Technical team applied a $credit adjustment to compensate for service performance issue from the start of service on October 9, up to the end of the latest bill cycle of December 9, [redacted] mentioned his main reason for submitting his Revdex.com complaint was to bring attention to the troubleshooting techniques our technical team performed [redacted] subscribes to the internet and voice service and numerous calls to our technical support team required a reboot of the internet modem which disconnected the connection with the voice service [redacted] had to call back and start the same troubleshooting steps again and he became frustratedAlso, [redacted] mentioned he was told the reason for the slow speeds is due to a known issue in his area and HughesNet is fully aware of the problemHe asked when the problem will be corrected and our response did not offer an estimated date of resolutionHughesNet would like to apologize and please be assured HughesNet makes every effort to correct any known outages in a timely mannerEnhancement training will be provided to address these concernsDuring our conversation, we discussed satellite internet does not guarantee minimum speeds and speeds will vary based on a variety of factorsSatellite latency and high peak times, are two factors we discussedAdditional information can be found at our website legal.hughesnet.comHughesNet values [redacted] 's as a customer and we wish to retain his businessTo that end, HughesNet can offer [redacted] the continued assistance of our Advanced Technical support and engineers to work with him to hopefully resolve his technical issuesIn light of [redacted] ’s issues, HughesNet has agreed to a one-time offer to waive 100% of the early termination fees because he has displayed his efforts to attempt to fix the issueHe escalated the issue to our Advance Technical support team, engineers and had several on-site visits and we will wait to verify if the last on-site visit resolved the issueWe asked [redacted] to share his decision before the end of his billing cycle on December 9, to avoid any additional monthly recurring chargesIf we do not hear from [redacted] , HughesNet can only assume the technical issue was resolved with the on-site visitIf [redacted] chooses to terminate service, it is the customer's responsibility to ship back the equipmentHughesNet provides a pre-paid shipping label to return the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $We sincerely regret any inconvenience [redacted] 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 mePlease refer to Case ID [redacted] Thank you very much for your considerationSincerely, J C [redacted] Executive Customer Support [redacted]

November 28, [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 November 8, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service [redacted] is disputing the $early termination fee because he was under the impression HughesNet has a 30-day trial periodOur Executive Customer Care representative reviewed all pertinent database records and reviewed the support calls [redacted] made to HughesNet [redacted] 's account was activated on September 12, and requested to cancel his service on November 8, We would like to clarify HughesNet does not have a 30-day trial periodIf HughesNet service is terminated within the first days, the early termination fee is $Each month thereafter the fee reduces by $During the several technical support calls, [redacted] was informed the connectivity issue was due to exceeding his data allowance [redacted] confirmed several times with our technical support team he was able to stream video after free data allowance was providedWe offered information about managing his data through our online support center and [redacted] declined [redacted] must keep in mind HughesNet practices a fair access policy which applies to all service plansFair access policy is in place to ensure equal internet access and consistent performance for all HughesNet subscribersEach HughesNet Genservice plan is assigned a Service Plan Data AllowanceIf the data usage exceeds the allowance for the plan, the speed of the service will be reduced until the next billing periodThe speed of the services may be reduced to as low as or lower than MbpsHughesNet has provided subscribers a time frame of 2:am to 8:am seven days a week to schedule the downloading of large files free of impact from our Fair Access PolicyAll customer's can also buy tokens which add data allowance and release the account from the Fair Access PolicyHughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribersComplete terms and conditions about our Fair Access Policy can be read at legal.hughesnet.comPlease be advised when [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 periodConsequently, we believe that we have a contractual right to assess these fees and the $early termination fee is valid because the service was within performance limits when data allowance was not consumedIt is the customer's responsibility to ship back the equipment and a box was shipped November 12, The [redacted] tracking number is [redacted] and the website confirmed the box arrived at the site address on November 17, The equipment that needs to be returned include the modem, power cord, and the radio transmitter within (45) days of November 12, to avoid being charged an Unreturned Equipment Fee of up to $We sincerely regret any inconvenience [redacted] 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 mePlease refer to Case ID [redacted] Thank you very much for your considerationSincerely, J C [redacted] Executive Customer Support [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 Thank you for your assistance with this matter 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, R***t ***

July 29, 2016Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] ***Case # [redacted] 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 HughesNet service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, we are regretful for the experience Mr [redacted] experienced with our customer support team and the return of his equipment.We are looking into the issues regarding the agent advising Mr [redacted] there were not any supervisors availableIn addition, we show the refund for the shipping cost and service fee applied to the credit card on 07/05/in the amount of $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,EF [redacted]