D & L Air Conditioning

[redacted] 2/6/18Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: [redacted] & [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 has had ongoing service issues relating to speeds and constant bufferingHughesNet has reviewed all pertinent details pursuant to [redacted] complaint and reached out to him on February 6th, Based on the audit and conversation with [redacted] it was confirmed that the service issues have still remained un-resolvedHughesNet also verified that there was two cases that were recently escalated to HughesNet's engineers and when they attempted to reach [redacted] the message left provided an incorrect pin # and the second time around the message was muffled and [redacted] could not make out what was saidAdditionally, both cases were closed however, [redacted] stated he never physically talked to anyoneThe Corporate Officer did some basic troubleshooting with [redacted] and then consulted with engineering where it was confirmed that [redacted] currently has a bad transmitter therefore, a dispatch has been scheduled for February 10th, in order to make the repairs with hopes of improving [redacted] internet serviceHughesNet has scheduled a call back, post repair on Monday February 12th to hopefully have positive feedback from [redacted] ***HughesNet would like to thank [redacted] for his patience as we find the root to his service issues as well as his assistance with troubleshooting and look forward to speaking with him next weekWe sincerely regret any inconvenience that the Hipps 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

[redacted] 12/7/17Trade 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 fee that was assessed on her accountHughesNet has completed an audit on [redacted] 's account case history and invoices and have also reviewed the sales call and past ordersAccording to the pertinent information relating to [redacted] 's complaint, it has been verified that after the initial install a call was made on August 3rd, to HughesNet support for technical issues relating to intermittent browsingBased on the case notes, troubleshooting was completed and no further assistance was neededFollowing that contact, the next call was placed on August 6th, which was again relating to intermittent issues [redacted] did not want to assist with troubleshooting but did later agree to and she also had intentions to cancel services at that time; however, the call was disconnected and no termination of service was processedHughesNet support then received the cancellation request from a call she made on September 1st, 2017; however, after applying a credit of $to her account the call was disconnected and no cancellation was processedAdditionally, [redacted] called in November wanting to cancel serviceHughesNet retention agents notified her of the early termination fees and offered to send a technician to her home free of charge, and based on the audit a dispatch was set up and later canceled by the customer, and service was canceled officially on November 28th, According to the invoice audit, an early termination fee of $was assessed to [redacted] 's accountHughesNet has determined that because additional troubleshooting was declined and the most recent dispatch that was canceled, HughesNet cannot find justification to waive the early termination feesFurthermore, the [redacted] s did agree to the subscriber agreement at the time of order and signed at the initial install which includes acceptance of the early termination fee policy [redacted] can reference www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms, and conditions [redacted] should note that most all subscriber's issues can be resolved by actively assisting with troubleshooting or having a technician sent to their home; unfortunately, when a subscriber declines these offers it makes it difficult for HughesNet to exhaust all troubleshooting efforts in order to consider a waiver of termination feesHughesNet has shipped a return kit to the [redacted] 's and [redacted] tracking shows it being delivered December 6th; the [redacted] s are responsible for returning the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $They should take note of the return tracking number as it may be requested by HughesNet at a later timeIn light of [redacted] s efforts and the attempts to allow HughesNet to repair their service concerns, as well as to reach an amicable resolution to her complaint, HughesNet has added up the total payments made for the service and deducted the credit already given leaving an amount of $HughesNet has decided to reduce her early termination fee by this remaining amountThe [redacted] s now have a remaining balance due of $for the early termination fee, and this charge is deemed valid and HughesNet is well within our legal rights to assess this feeWe sincerely regret any inconvenience that the [redacted] s may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your consideration Warmest Regards, D.M [redacted] Executive Customer Care Support Division

July 27, [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 to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on April 28, On July 11, [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $as a result of cancellation during the contractual period At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’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 techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 10GB to 50GB per monthHughes now has plans that include bonus bytes with 50GBPlease be advised a sales agent can only offer an opinion as to whether or not they feel the data allowance and speed is enough for the customer’s needs based on the information provided by the customer or that the service will work for them based on the information they receive [redacted] called on June 15, to advise she was having issues with connecting her wireless devicesHughes’ modem has a built in router that has and MHZ capability however many devices aren’t yet compatible with GHZ technology as [redacted] has been informedSpeed test and connectivity tests confirmed there was no issue with Hughes’ service and a tech was dispatched on July 6, as to where no issue was found with the install or the systemAt the time of the dispatch the modem was replaced but it didn’t resolve the issue with [redacted] ’s devicesIt has been determined that the system was operating as it should and [redacted] declined any further troubleshooting of her devices Please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] experienced with our service, we will issue a credit in the amount of $representing half of the early termination fee once the fee is billed to the accountIn addition, a credit of $was placed on the account as a courtesy by our customer supportTo reiterate the early termination fee is valid and there was no history of issues with the service other than [redacted] ’s concern of her wireless devices having buffering issues We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron *W [redacted] Executive Customer Support 301-428- [email protected]

[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 did further investigate [redacted] 's account based on her concerns about the return kit for the leased equipmentAccording to the findings, her new address was added into the system when she canceled on June 28th, 2017; however, when HughesNet looked up the RMA request there were two Ship To addresses, one being [redacted] 's new address and one being the old service address [redacted] should note that most all of this process is system generated through HughesNet meaning that the request that sent the return kit automatically sent it to the last known active service addressBased on the tracking number, it was verified that the kit was delivered to the Springfield addressHughesNet's Corporate Officer did reach out to [redacted] on December 5th, to better explain the process and how the address was determinedAdditionally, the Officer better explained to her the billing process and the last invoice that generated on June 1st; after speaking with [redacted] , she understood why she had not received the full month's charge and agreed to the refund that has already been returned to her for $which was the remaining days left of her billing cycle of inactive serviceIn reference to the return kit, HughesNet attempted to ship a new box to [redacted] ; however, due to the time lapse and the account being closed and in collections, the system will not allow HughesNet to override the previous RMA request due to the fee already being assessed on her accountThe Corporate Officer did notify [redacted] on this as well so she could understand that it was not HughesNet agent's errorBased on the research, HughesNet has decided that [redacted] 's account will be credited the un-returned equipment charge of $and she is not responsible to return any equipment and she may dispose of it according to her local waste management guidelines [redacted] agreed to the proposed resolution and needed no further assistanceAdditionally, her account will now have a zero balance and the collection process should ceaseIf [redacted] may need anything further she may contact HughesNet support at ###-###-#### and reference case # [redacted] HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good 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

November 1, [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 October 11, 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 feels HughesNet does not abide by its contract or advertised speeds [redacted] is seeking to terminate service without penaltyOur records indicate that [redacted] was activated on June 21, Our Executive Customer Care representative reviewed all pertinent database records and reviewed the calls she made to HughesNet prior to establishing contact with [redacted] HughesNet informed [redacted] the service performance is within the appropriate speed limits when the account has enough data allowanceWe explained the reason she experienced connectivity issues was due to consuming the GB data allowance she purchased with the service plan [redacted] informed our sales associate she will be using the internet for streaming video through [redacted] or [redacted] and her son will be playing [redacted] games, such as [redacted] or [redacted] We informed [redacted] real time, first shooter games are not compatible with satellite internet and will experience delaysThe GB plan we offer allows our customer's hours of HD-quality video streaming or hours of Standard-Definition video streamingThis will not include other internet activities, such as email, internet browsing, etcThe return kit to return the equipment was shipped on October 8, and arrived on October 11, [redacted] confirmed she received the kit and we informed the equipment must be returned by November 22, to avoid the unreturned equipment fee of $Our Executive Customer Care representative apologized for the customer service she feels she experienced on October 7, We assured [redacted] the hang up was not intentional, but will provide enhancement trainingWe confirmed HughesNet offers a De-install Equipment Recovery program if the customer is unable to de-install the radio assemblyA professional installer can be requested, at the customer's expense, to perform the workThis service includes removal of the radio from the antenna and disconnection of the modemThe cost of this option is $We asked if her son can help her remove the radio transmitter and she verified she can do thatTerms and conditions can be found at legal.hughesnet.com under the Subscriber Agreement under Early Termination: Lease OptionOur Executive Customer Care representative advised [redacted] when she subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment periodOur Executive Customer Care representative informed [redacted] the early termination fee of $is valid because the service was working within the performance limitsThe connectivity issue was due to consuming the data allowanceConsidering [redacted] ‘s difficulties she experienced with our service, we negotiated a credit of $for the early termination fee [redacted] confirmed she has a remaining balance of $for services rendered from September 21, to October 7, After the credit, [redacted] 's final balance is $which includes the early termination fee and remaining balance for service [redacted] expressed a payment arrangement is needed, but does not have a timeline of dates she can make her paymentsWe informed [redacted] she can call our billing support team to make arrangements when she is readyShe can view the credit or make payments on our website: supportcenter.myhughesnet.com and she verified she has the User ID and passwordWe 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 your 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 ###-###-####

July 24, [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 her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on October 23, On July 8, 2015, [redacted] ’s account was cancelled As a result of cancellation within her contractual agreement, [redacted] ’s account was charged an early termination fee in the amount of $With the exception of a period of time between January 13, and February 28, 2015, [redacted] ’s issues with her service were a result of her exceeding her data allowance and or problems with her equipmentWe have issued a total credit in the amount of $between January 8th and February 23rd which is equivalent to two months of service for technical issues with the service Regarding [redacted] ’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] experienced with our service, we have issued a credit of $to her account representing half of the early termination fee 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]

March 6, 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 service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Ms [redacted] ’ service was activated on December 12, At the time Ms [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” As standard procedure, customers are read the terms and conditions which includes the month commitment during the sales callInstallers are not responsible for informing customers of the month commitment but do need to get a signature from customers agreeing to the terms and conditions which can be found at legal.hughes.comThere is an electronic signature on file agreeing to those terms and conditionsRegarding Ms [redacted] ’ 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 agreementWe will request a sales call review to determine if the terms and conditions were read as requiredIf it is concluded that Ms [redacted] wasn’t informed we will agree to cancel the service without penaltyWe 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]

[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 not sure your company understands or is genuinely concerned about the way your customer representatives tried to resolve this issueI called twice before the sell of my home to give your company all fowarding information neededYour rep's attitude and competency was quite different than the " service we offer our customers" promised by your entity and " terms of service"I was asked to trespass on private property to retrieve the return box after your company made the mistakeNot to mention being told by your brownsville office that they had no supervisorsSo please before belittling my expierence with your company, make sure to have all the facts! Regards, Justin ***

April 14, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] ***Case # [redacted] Dear Mr [redacted] In response to your letter dated March 22, 2017, to the Executive Customer Care division of Hughes, we have attempted to contact Ms [redacted] with our sincere interest in resolving the outstanding matter Unfortunately, we have been unsuccessful in establishing contact with Ms [redacted] to date Consequently, we are unable to determine if Ms***’s concerns have been fully addressedWe would like to request additional methods for us to reach Ms***Please provide a different phone number where she may be reached and/or email addressOver time Hughes launches new satellite systems and offers are made to existing customers to upgrade to the Gensystem, instead of repairing the existing hardwareHughes values Ms [redacted] as a one year customer and we wish to retain her businessTo that end, Hughes would like to offer an upgrade to our new Gensatellite service, and to work with Ms [redacted] to hopefully resolve her technical issuesHughes issued a $one month service credit and a $data token credit to Ms***‘s account on April 14, Ms [redacted] may call us at [redacted] and refer to case# [redacted] We found there have been no calls for support since February 23, 2017, it was determined that Ms***’s account had reached its monthly data allowanceIn an effort to retain Ms [redacted] our agents issued a $discount for the next three months Hughes has performed remote advanced technical diagnostics on Ms***’s equipment and has found the site to be operating within our operating parametersHughes will continue to monitor the performance of Ms***’s service and is committed to working with Ms [redacted] to reach a resolutionFor additional assistance Hughes has created a new on-line community forumWe suggest that our customers visit this link for our HughesNet community: [redacted] where our corporate moderators, champions and other customers will be glad to help with all concernsHughes is wholly committed to clarifying the nature of Ms***’s concerns and expectations relative to his account We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Ms***Sincerely, W [redacted]

RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that Mr [redacted] was subscribed to HughesNet services but has since canceled and had some concerns with regards to the early termination fees and return of the equipmentIt was verified that Mr [redacted] just recently subscribed to HughesNet internet on October 19th, and he chose the purchase option at the time of orderHughesNet did complete an audit on his account upon receiving his complaintBased on the audit it was determined that due to Mr [redacted] 's location, it was not possible to install his new services onto the Echo Star XIX satellite; post install, Mr [redacted] had speed issues and intermittent serviceA case was escalated to HughesNet engineers where it was determined that because of the location, there was no way to improve Mr [redacted] ’s serviceOn November 3rd, the service was terminated for Mr [redacted] and all early termination fees were waived based on the unforeseen situationHughesNet would like to express our sincere apologies to Mr [redacted] for the unfortunate mishapMr [redacted] should note that this type of incident is very rare and uncommon for HughesNet to encounterHughesNet's Corporate Officer did reach out to Mr [redacted] on November 8th and confirmed his concerns, and verified he had already shipped his equipment back since he was eligible for a return of purchased equipment creditThe Corporate Officer did notify him not to make any changes to his credit card so once HughesNet receives the equipment the refunds will process smoothlyMr [redacted] did provide HughesNet with his UPS returned tracking number which is as follows [redacted] HughesNet provided him with the Case number referencing this response and no further assistance was requested from himWe 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, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M [redacted] Executive Customer Care Support Division

[redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: [redacted] Complaint ID: [redacted] , In response to your letter dated November 17th, to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has concerns regarding the time frame of his refundHughesNet would like to apologize that the customer's equipment was not registered returned causing this issueWe understand the frustration it may cause [redacted] having to wait on a refund that was taken from his cardThere are two steps in the process of a refundWe must first wait days from the time the payment was made to make sure it clears as a valid to prevent fraud or a duplication errorWe will then quote the customer 7-days from that point because the actual time it takes for the customer to see the payment as refunded to his account depends on the customer's card providerI have ensured that the refund has been processed and should reflect in [redacted] 's account 7-days from December 4th, usually much sooner than thisWe 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 considerationRespectfully, MF [redacted] HughesNet Executive Customer Care [email protected]

[redacted] 11/27/17Trade 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 policyIt has been verified that [redacted] first subscribed to HughesNet internet on August 5th, and has canceled service as of October 24th, HughesNet completed an audit on [redacted] 's account cases and invoice history regarding his concernsAccording to the case notes on August 20th, 2017, [redacted] called in to HughesNet support wanting to cancel services; however, [redacted] was not available to give [redacted] approval to process this cancellationIt was stated they would call HughesNet back once [redacted] was availableFollowing that, the next contact made into HughesNet support was not to process a cancellation but for assistance needed to connect devices to the GHz wifi networkAfter that, on September 9th, a call was made again to cancel services; however, [redacted] was requesting this and not the account holder [redacted] The result of this call was a technician visit, free of charge, sent to [redacted] 's home; it was determined no issues or problems needed to be fixed according to the technician's notesBased on the audit, it was determined that although [redacted] had wanted to cancel service in August it was never him making the calls into HughesNet support and according to policies the account holder is the only one who can authorize this change to be madeFurthermore, there were a few calls made into HughesNet support where troubleshooting assistance was declined on [redacted] 's end which makes it very challenging for HughesNet agents to discover the root cause of his service concernsUntil all efforts to troubleshoot are exhausted HughesNet cannot find justification as to waive or reduce the early termination fee because most all of HughesNet subscriber's issues can be resolved through troubleshootingFinally, [redacted] called into HughesNet support last month and canceled service which was processed as a Standard Cancellation which means the service remains active until the next billing cycle; however, any early termination fees are charged immediately to the subscriber as well as any remaining owed balanceThe invoice generated on October 5th for the monthly service charges of $was not paid, and the account was canceled on the 24th causing prorated charges and the early termination fee leaving a balance owed of $Due to [redacted] s complaint, HughesNet's Corporate Officer did pull some data usage charts from September, and OctoberThe results did validate the concern that the service was only being used part of the time and may have appeared to not be working on [redacted] 's endHughesNet did show a Fully Operational diagnostic on every contact that was made which means that the issis still an HP device connected via 2.4GHz wifiTo address the return equipment, there has been a return kit shipped already, and according to the UPS tracking number, it should be delivered today, November 27th; [redacted] should return the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $Based on the results of the Corporate Officer's investigation, it seems that there were some issues with [redacted] 's service; however, on HughesNet's side everything was working properly, and [redacted] was utilizing the services when there wasn't weather related issues or devices issuesAccording to the subscriber agreement, which [redacted] agreed to at the time of order; he was made aware of the terms and conditions which included the early termination feesHughesNet is well within our legal rights to assess the fees, especially because troubleshooting assistance was declinedWe understand that this may not have been the outcome [redacted] had hoped for, but he does have until December 8th to reactivate his servicesHughesNet will waive the reactivation fee for [redacted] as a courtesy if he chooses to reactivateHe may reference Case # [redacted] when contacting HughesNet supportWe 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

December 12, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] File# [redacted] Dear [redacted] : In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some additional concerns regarding his HughesNet serviceAfter further review, our offer still stands and we would need to send a technician to [redacted] ’s site to uncover any underlying issues with his serviceWe created a complimentary dispatch and a technician contacted [redacted] directly to repair his service but [redacted] cancelled the service dispatchIf [redacted] still wishes to cancel his service, he would need to contact me directly for CancellationHughes will waive half of the early termination feeDue to leasing the equipment it would need to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment feeA box and prepaid label would be shipped to the address on file for the successful return of the equipment [redacted] would need to contact me at the number below to bring closure to his concernsWe 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 meThank you very much for your considerationVery truly yours, Ecole F [redacted] Executive Customer Support ###-###-#### [email protected]

March 24, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Case # Dear [redacted] In response to your letter dated March 04, 2017, to the Executive Customer Care division of Hughes, we have attempted to contact Mr [redacted] s with our sincere interest in resolving the outstanding matterUnfortunately, we have been unsuccessful in establishing contact with Mr [redacted] s to date Consequently, we are unable to determine if Mr [redacted] s’s concerns have been fully addressed We would like to request additional methods for us to reach Mr [redacted] sPlease provide a different phone number where he can be reached and/or email address On March 24, Hughes waived Mr [redacted] s’s $early termination fee Hughes is wholly committed to clarifying the nature of Mr [redacted] s concerns and expectations relative to his account We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Mr [redacted] s Sincerely, William [redacted]

[redacted] 11/28/17Trade 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 has recently had some concerns relating to speeds of service, particularly in the evenings, and not being contacted at the requested time from HughesNet engineers HughesNet has completed a full audit on [redacted] ***'s account including case history and invoicesBased on the investigation it has been verified that on November 20th, a case was escalated to HughesNet engineering department and is still in progress as an Open status [redacted] should note that it can take up to 3-business days to receive a call back from engineering, and due to the passing holiday, November 23rd and 24th do not count as business days; thus, [redacted] should receive a call either Wednesday or Thursday this weekHowever, the time that a call back is being requested, after 7:00pm, makes it challenging to reach [redacted] as this particular department is usually not available during this timeA HughesNet Corporate Officer did attempt to reach out to [redacted] on November 28th in reference to his concerns and was attempting to discuss a resolution to his service issuesThe Corporate Officer was unable to get a hold of [redacted] ***; however, a voice message was leftUpon viewing the account history, the Corporate Officer ran some diagnostics on [redacted] ***'s system and has determined that it would be necessary to ship a new [redacted] to him to see if most the issues can be resolvedHowever, the speed test results were well above the parameters of [redacted] ***'s service plan (see results below), but there is a wireless coverage error that may be impacting the serviceThe diagnostic suggests the router may be impacted by interferenceIf the router is located around any microwaves, cordless phones, radios, or a garage, HughesNet would suggest that, if possible, [redacted] try to move the router a little bit to possibly help the performanceThe new modem/router will ship expedited and [redacted] should receive it by tomorrowTo set up the new [redacted] all that needs to be done is plug it in to the power source and give it about one hour to registeredHughesNet asks that [redacted] please return the other modem/router in the box the new one came inRelating to [redacted] ***'s concerns for speeds during the evening, he should note that according to the subscriber agreement and the disclaimer on speeds.“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.” [redacted] may refer to www.legal.hughesnet.com for all disclaimers, policies, terms and conditions relating to his subscriber agreementAdditionally, if [redacted] consumes all his monthly data allowance before the end of the month, he will also see reduced speeds which can be lower than 1Mbps; however, he does have prepaid tokens he may redeem at any time through the support center and this will bring him back up to full speeds if he is throttledTo redeem these free tokens, he must go to the support center under the usage meter and click the buy tokens button; there he will see the tokens available to him [redacted] should also remember the Bonus Bytes he receives every month of 50GB which can be used between 2am-8amLastly, HughesNet also suggests that if devices are not being used [redacted] may want to disconnect them from the wifi as these will consume data and slow his service down as wellIf [redacted] needs assistance with any of this he may contact HughesNet supportHughesNet hopes that all this information provided will help [redacted] with his concerns as well as the new [redacted] which will be arriving soon to his homeFurthermore, as a courtesy to [redacted] and to reach an amicable resolution to his complaint, HughesNet has provided one month of service adjustment to his account which now shows a credit balance of $and will be reduced once his next bill generates on December 12thWe 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

April 14, [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, we have previously contacted [redacted] to resolve the issueIt is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on May 5, In September of 2014, [redacted] ’s account service plan was upgraded to the Gen service plan Regarding [redacted] ’s latest concern, she was to receive a follow up call from our advanced support agent and the account is noted as suchWe will reach out to our advanced support department to initiate an additional request to contact [redacted] on the evening of April 14, around the same time she was to receive the call on April 2, 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]

June 9, [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] ***’s account was activated on April 24, and requested to cancel his service on May 18, Relative to [redacted] ***’s concerns regarding Hughes’ service, Hughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBYou can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’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 Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply [redacted] ***’s account has be credited the disputed amount of $which is total amount paidAlthough Hughes isn’t obligated to refund the amount because it was for services rendered, we have refunded the amount to the card on fileIf [redacted] contends that damage was done to his roof, a damage claim needs to be made with the dealer that completed the installPlease be informed that the install was signed off on as a successful installWe 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]

November 10, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, 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 service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Ms [redacted] ’s service was activated on September 15, On October 22, Ms [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $as a result of canceling during the contractual period At the time Ms [redacted] 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.” You can use Netflix with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’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 techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised the first days the data allowance is relaxed to allow customers to download updates, software, etcwithout exceeding the data allowanceCustomers can still monitor their usage to know how much data is being used even with the relaxed period Regarding Ms [redacted] ’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 Ms [redacted] ’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Ms [redacted] experienced with our service, we will issue a credit to cover the early termination fee if she cancels her service prior to November 16, Ms [redacted] will need to contact customer support to complete the cancellation process and to have the fee waived 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, D [redacted]

[A default letter My wife and I continue to wish HughesNet would release us from their contract without penalty fees We still believe that our problems we are experiencing with this service should allow us the ability to be legally allowed to do so However, since we do not have access to sufficient legal assistance to pursue this any further, we thankfully accept the mentioned discounts, and look forward to when our contract with HughesNet ends 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] ***

February 26, [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, we have attempted to contact [redacted] to resolve the outstanding matter It is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an accountHughes is wholly committed to clarifying the nature of [redacted] ***’s concerns and expectations relative to her accountIf [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint 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 [redacted] [email protected]