D & L Air Conditioning

[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: I never got to see any such contract my [redacted] will not work online at all with your service we have paid $over the last months and getting no service when I call and ask about it they say that it's not possible because my data allowance is used up every month by the first day or two after it resetsMy wife has be forced to take a term off from her online schoolThis what I have found When a business accepts your payment for products or services they must supply them to you within the timeframe they have indicated or if no time was specified, within a reasonable time.If you do not receive the products or services you have paid for, your first step should be to contact the business to try and resolve the problem.If you are still having difficulty resolving the problem, contact your local state and territory [redacted] They may be able to assist you in your dispute with the businessI feel like I have been screwed over , so I feel that I shouldn't have to pay Your early termination fee and you should be reimbursing me with the $that I have spent over the last months 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] Complaint: [redacted] I am rejecting this response because:At no time did I speak with anyone from Hughes Net during the time when service was initiatedThe agreement that I was read and accepted over the phone is not the agreement that Hughes Net claims I agreed toThe shady business practices that Hughes Net uses can be seen all over the internet from other parties that have been scammed by them as wellThe rating that the Revdex.com has as well as the customer rating speaks volumes to the actual values and treatment that they provideThe agreement they claim I agreed to was never provided to me until the service was installed and the multiple issues started on day The installation tech did not provide any terms or agreement eitherThe only time when the legal agreement was referenced or I was directed to it was when I initially told them to fix the service or cancel after dealing with service that did not perform to the agreement I accepted at the time of sign upThe service has been canceled and they so generously as a one time courtesy waived the feeThis took hours and hours of phone calls and speaking with many managers to have it doneThe amount of "leg work" needed to get anything taken care of with this company is astronomical.If there is a way to flag this company to advise consumers to stay away I would highly recommend it so save further issues like this from taking place Regards, [redacted]

[redacted] 12/29/17Trade 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 policyHughesNet has reviewed all pertinent details pursuant to [redacted] ***'s complaintBased on the completed investigation it has been confirmed that [redacted] has already terminated her internet services with HughesNet and no early termination fees were assessedAdditionally, her service remains active until January 4th, after which time a return kit will be shipped to her address [redacted] is responsible for returning the leased modem, radio transmitter, and power supply to avoid an un-returned equipment fee of up to $HughesNet does offer a de-install service if she needs assistance with the equipment recovery; however, there is a $fee for this serviceHughesNet did reach out to [redacted] on December 29th, to validate that she has already terminated service and no fees were assessed [redacted] was in agreement that everything has now been resolved and no further assistance was requested from herHughesNet apologized for the mishaps that occurred and thanked her for her previous businessWe 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

[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, S [redacted]

[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 30th, to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has concerns regarding his price match upgrade that resulted in a large billI was able to contact [redacted] on December 19th and discuss what happened on his accountIn upgrading the services the computer prorated the account for plans for the same time period and then charged another plan for the month going forwardI advised the customer that this billing error was unusual and difficult to read from his billing statement which is why our representatives had difficulty dealing with the error in an effective mannerI offered to credit off the amount of the over charge to bring the December balance to a balance of $72.93, what the customer had agreed toI offered to give the customer what had been promised of a GB plan with a total monthly fee including modem rental and invoice fee totaling $+ tax for monthsHe can monitor his data and decide if at the end of this trial period he would like to stay with the GB plan at a lesser discount or downgrade to the GB planHe may also downgrade prior to the end of the month period if he sees he is not using the full GBThis was agreed to as a resolution for the billing error that had occurred on the [redacted] 's accountI advised the customer that his early termination fee would decrease starting after his third month by $each month that he continues with the servicesHe is aware that he is still responsible for December's balance that as an invoiced amount is due December 30th, and no late fees will be assessed if he should need more timeShould this happen he will enter our collections activities and would need to call us to make arrangementsWe 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] 11/21/17Trade 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 with the monthly service charges and the reliability of her serviceIt has been verified that [redacted] first subscribed to HughesNet internet on January 27th, and first contacted HughesNet support in June regarding billing related issuesAccording to [redacted] 's complaint, she has stated she originally was quoted a monthly price of $which included $off the equipment fee, so technically her bill should have stayed at $Based on [redacted] 's concern HughesNet has requested a sales call review and the Corporate Officer is waiting on a replyHughesNet completed an audit on [redacted] 's account including the very lengthy case history and invoicesBased on the investigation, it was validated that [redacted] was provided more than the allotted amount of adjustments and discounts that HughesNet allows any subscriber to receiveA total amount of $has been adjusted since [redacted] first started serviceAdditionally, the total amount paid for service by [redacted] is $716.08, thus leaving a remaining courtesy amount provided to her of $HughesNet's Corporate Officer determined it was best to reach out to [redacted] directly via phoneThe Corporate Officer spoke to her on November 21st, and discussed the findings of the auditShe was also educated about tokens and the Fair Access Policy as well as the current devices connected to her internetAfter talking with [redacted] , it was determined an unknown [redacted] device is currently connected to her wifi; however, she was directed to the router manufacturer for further assistanceThe Corporate Officer did present the GEN service to [redacted] to which she agreed with a monthly cost of $not including her local state and federal taxesThe Corporate Officer also notified [redacted] that there will be no more credit or discounts allowed on her account, as the last one will be applied after the upgrade is completeFurthermore, this offered price is only valid for her term commitment of months, and if she cancels prior to the commitment end she will be charged the early termination fees [redacted] agreed to all the terms and conditions of the upgrade and an install date was set for November 25th, between 8am – 11amHughesNet also notified [redacted] that the Corporate Officer will follow up with her post install to apply the final discount for the term as well as make sure she was able to log into the support center to view her bill and redeem the token package that was added to her account as a courtesy for her to reach an amicable resolution to her 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, please take note of them and address it when the Corporate Officer follows up with herHughesNet hopes that [redacted] continues to honor her commitment with HughesNet and she understands the reason why the decision was made to not allow any more credit or discounts on her accountIf for some reason [redacted] changes her mind with the offer that was accepted today, no further offers will be made and HughesNet would suggest at that time [redacted] start looking for other internet options [redacted] should review the new terms and conditions of her subscriber agreement at www.legal.hughesnet.com prior to the install on Saturday Warmest Regards, D.M [redacted] Executive Customer Care Support Division

December 23, 2014Dear [redacted] :In response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on March 12, On December 16, 2014, [redacted] called to inquire about cancelling his service but stated that he was only thinking about cancelling his service at this time As a result of cancellation within his contractual agreement, [redacted] ’s account has an early termination fee in the amount of $ Regarding [redacted] ’s request to now cancel without penalty, please be advised that 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 his service within is contractual agreementOn March 28, [redacted] upgraded his service plan, at which time the agent would have gone over the terms and conditions of his service On October 12, 2014, [redacted] downgraded his service plan, at which time the conditions would have been reviewed again We have referred [redacted] on December 9, and December 16, to the Hughes legal website to print off his contract as well as providing him on December 16, with the name and telephone number of the installer that set his service up Consequently, we believe that we have a contractual right to assess these fees However, in recognition of [redacted] ’s financial circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of [redacted] ’s difficulties, we have issued a refund on 12/23/in the amount of $ to the credit card account on file representing half of the early termination fee If [redacted] has any questions, he can contact me at the telephone number listed below,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,Nancy MExecutive Customer Support

November 12, 2015Mr. [redacted] Trade Practice ConsultantRevDex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] *** [redacted] Dear Mr. [redacted] In response to your letter to the executive customer care division of Hughes, it is our... understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our executive customer care representative reviewed all pertinent database records prior to establishing contact with Ms. ***. Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. “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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. ***’s frustration and concern. Hughes listens to the sales call and Ms. [redacted] was advising her service will be $39.99 plus the $9.99 lease fee and applicable taxes. After review of the account, there is a $10.00 credit for (3) months that will offset the lease fee. In addition, the additional warranty fees have been removed from the account.In light of Ms. ***’s issue, Hughes has provide a credit of $20.00 off for (12) months to the account. 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. 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,Ecole F [redacted]

February 17, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear [redacted] :In response to your letter to the executive customer care division of Hughes, it is our understanding that Ms [redacted] has some additional concerns regarding her serviceOur 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“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 hoursTo 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 speedHughesNet 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.”Please be advised 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 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 policyThe billing history on the account is correctIn light of Ms [redacted] ’s issues, Hughes issued a refund of half the early termination fee in the amount of $The refund will be sent in a form of a check to the address on file in (4) to (6) weeks A box will arrive within 7-business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Ms [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,EF [redacted]

November 3, 2016 Mr. [redacted] Trade Practice Consultant RevDex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] : In response to your 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 D [redacted] and was activated on February 24, 2011. Our records indicate that on August 2, 2014 an order was created to upgrade her account to the Hughes Gen 4 service and somehow a new billing account was created which was linked to another account. As a result Ms. [redacted] was billed for both accounts as of August of 2014. Hughes’ subscriber agreement contains specific language that states all billing disputes must be submitted within 15 days after charges are received; “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at [redacted] . If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. 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 bill. You 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” Please be advised that it is the customer’s responsibility to monitor their charges, however as a courtesy Hughes has issued a credit for the double billing. We have issued a credit to Ms. [redacted] ’s account for the disputed amount of $960.00. Any charges that Ms. [redacted] incurs will go against the credit balance until it has been exhausted. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and again we would be glad to write a letter to his bank asking to waive any charges but we cannot refund his account as requested. 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 [redacted] W [redacted]

July 8, 2016Mr [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 Ms [redacted] has some concerns regarding her service.Our executive customer care representative reviewed all pertinent database records After further review, Hughes has a free move program that will move customers’ equipment to their new locationUnfortunately, Ms [redacted] was unable to take advantage of the program and as a result cancelled the service within her month commitment.Please be advised 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 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 policyIn light of Ms***’s issues, Hughes waived the remaining early termination feeThe closing balance is $0.00.It will take can take up to (4) to (6) weeks for the information to be removed from the collections department.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 faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,EF*SrExecutive Customer Support [redacted]

[redacted] 11/27/17Trade Practice ConsultantRevDex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 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 had some concerns with regards to the early termination fee policy and service reliability. It has been confirmed that [redacted] first subscribed to HughesNet service on April 29th, 2017 and first made a call into HughesNet support on May 3rd, 2017 with regards to the voice services on his HughesNet account. Following this contact it was confirmed that there were some issues with the porting of [redacted] ***'s current phone number however, within a week the issue was resolved and the voice service was fully operational. HughesNet completed an audit on [redacted] ***'s account including invoices and case history and it was determined that in June [redacted] called with issues relating to the voice service again unfortunately he was not on site to perform troubleshooting with the technical team. Based on the investigation that the HughesNet Corporate Officer completed there was apparent issues with [redacted] ***'s voice services but the internet was working just as promised. There were a few call made into HughesNet support where [redacted] had exceeded his monthly data allowance and was subjected to HughesNet's Fair Access Policy which reads, “To ensure fair Internet access for all HughesNet® Gen5 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 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.” Additionally, HughesNet did notice that [redacted] has 18 available free tokens on his account that he may go and redeem as needed when he is experiencing slow speeds. These tokens will bring him out of FAP and back up to full speeds. [redacted] can redeem these through the support center, under the usage meter and by clicking on the buy tokens button. The address for the support center is www.supportcenter.myhughesnet.com. HughesNet's Corporate Officer ran some diagnostics on [redacted] ***'s service and noticed a few additional concerns that HughesNet would like to educate him on. First, [redacted] has 10 days remaining before his data resets and he currently is showing 7.8GB remaining out of his monthly allowance of 20GB. [redacted] should also remember that between the hours of 2am-8am there is 50GB of Free Data for him to use each month he receives these Bonus Bytes. Second, currently there is a DirecTv box connected via 2.4GHz wifi that will consume data faster than most devices. HughesNet recommends that devices not being used get disconnected from the wifi so they do not consume the data. Even though the device may be turned off as long as it stays connected to the wifi information will be transmitted through the internet. Lastly, HughesNet completed some speed tests and the results were within the parameters that [redacted] ***'s service plan offers. HughesNet has determined that because the system is fully operational and data usage charts do show that the internet is being utilized [redacted] would not be able to cancel services without being charged an early termination fee. Furthermore, [redacted] did accept the subscriber agreement at the time of order as well as signed this agreement on the install date. [redacted] can refer to www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms and conditions. HughesNet understands that this may not have been the outcome he had hoped for but in order for HughesNet to consider waiving any early termination fees we must be able to justify reason why. HughesNet cannot find any major concerns with [redacted] ***'s services but if he is experiencing issues he can contact HughesNet support and troubleshoot with the technical team who are available 24/7. HughesNet has provided [redacted] with a new service discount that will take effect on his next billing cycle. In order to reach an amicable resolution to his concerns HughesNet has provided $15 off for his next 12 months of his invoices. 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. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M [redacted] Executive Customer Care Support Division

[redacted] 11/29/17Trade 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 was concerned about the early termination fee policy and service reliability.HughesNet's Corporate Officer reviewed all pertinent records in reference to [redacted] 's complaintAt the time of sale, HughesNet can only estimate what plan would be a great fit for customersIf customers continue to exceed the data plan, HughesNet will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowancePer the terms and conditions of the subscriber agreement: “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 speed.” [redacted] can view the full terms at legal.hughesnet.com.Customers do have the capability to stream Netflix; however, heavy streaming can bring customers to exceed their designated downloading thresholdWe recommend not watching movies in high definition to lessen their usageOne [redacted] movie in HD can be approximately 3GB“HughesNet has no hard data limitsThat means that even if you exceed your plan data, we won’t cut you off or charge you moreIf you do use all of your plan data before the end of the month, you will be able to continue using the Internet for all applications but your speeds will reduce and will typically be in the range of to MbpsIn periods of network congestion, speeds may be slower and could be less than Mbps which may mean that some applications will be slower to run and you may see buffering in video playback.” In addition, Magic Jack is a 3rd party application and is not recommended for use with satellite serviceBased on the completed audit, it has been validated that [redacted] was allowed to terminate his service and contract agreement without penalty; however, there is a current balance owed of $for the monthly service which was billed at the beginning of November [redacted] should take care of this balance as soon as possible as it is set to move into collections on December 28thWe 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 consideration Warmest 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 Mr [redacted] ’s service was activated on September 22, On February 21, 2015, Mr [redacted] ’s account was cancelled As a result of cancellation within her contractual agreement, Mr [redacted] ’s account was charged an early termination fee in the amount of $Mr [redacted] was offered to take advantage of Hughes’ move program to relocate his service at no cost which he declinedRegarding 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 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]

[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 been on the phone with Hughesnet customer service representative, S [redacted] for 45 minutes this morning trying to cancel my service. She speaks poor English and it was a very challenging conversation. She said there is no information stating that I will not be charged for early termination and that I will be charged. Hopefully, my service has been cancelled. I was given a case #1 [redacted] . The only way we can accept this offer is with the guarantee of no further charges after this date and time and reimbursement of any penalties or fees assessed. Regards, D [redacted]

January 22, 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] account was activated on December 26, and requested to suspend his service on July 31, due to loss caused by a fireMrBown’s service was ultimately canceled on December 20, Per our subscriber agreement, Hughes is not responsible for damage or loss caused by fire, flood, wind, lightning, earthquake, or other acts of GodWhile we understand that this has been a traumatic experience for Mr***, unfortunately Hughes isn’t able to waive charges regarding his situationIn those situations the customer must file a claim with their homeowner’s or renter’s insurance to cover the cost of the loss Regarding Mr [redacted] request to cancel without penalty and have the balance waived, 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] 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 for the service charges in the amount of $In addition, we have waived half of the early termination fee in the amount of $Mr [redacted] will need to file a claim with his insurance company to cover the remaining balance of $which includes the equipment cost and half of the early termination fee 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]

[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 While the resolution is satisfactory for me, it is not right for the public to be subject to such rediculous companies as Hughes Net.Just reading the response should be enough to show that the wording and subsequent phone calls one has to make to get the product they advertise (high speed internet) is not a reality If people knew up front that all these charges, sporadic service, limited data usage, and everything being subject to how much others are using it, they would not even consider being their customer.Very sad that I had to go to the Revdex.com to get them to do what any good company would do If there product is not as advertised/promised, they shouldn't penalize the customer financially (even more) for going elsewhere.Strongly suggest that the Revdex.com cancel any affiliation with this company as when they use Revdex.com in their advertising, one thinks they are a company that on can trust Not so with Hughes Hopefully this time they will live up to what they promised and refund the charges 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:If they wish to contact me, they can do so by email [redacted] ) My phone number on the account was 320-894-but they will say it is not found eitherI already went thru thiswith them when I called and complainedI also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issuesI have with their services Regards, [redacted]

December 8, [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 21, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service and the poor customer service she received [redacted] is seeking credit for installation or fees chargedOur Executive Customer Care representative reviewed all pertinent database records & listened to support calls made between 11/16/to 11/27/Regarding the falsely advertised HughesNet service, our HughesNet Genservice plans are designed to deliver download speeds of Mbps and upload speeds of Mbps, but individual customers may experience different speeds at different times of the daySpeeds and uninterrupted use are not guaranteed and may vary based on a variety of factors, including: the configuration of the computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites the customer is accessing, network management practices as deemed necessary, and other factorsWhen customer's connect to the HughesNet service using Wi-Fi, their experience will vary based on their proximity to the source and the strength of the signalFor complete terms and conditions regarding speeds can be found at legal.hughesnet.comOur technical support team can help locate the root cause of connectivity issues while using WiFi on a cell phone, and determine the reason [redacted] or [redacted] did not workTroubleshooting does take time and requires the assistance from the customerOur diagnostic tests will verify communication from the HughesNet modem to the satellite in space back down to the gateway which is located in Roseburg, ORThe WiFi signal from the HughesNet modem to the wireless device(s) will require assistance since the equipment is in the homeHughesNet appreciates [redacted] shedding light on the reason she was given for her connectivity issues when she called on November 16thInclement weather is categorized as heavy thunderstorms or heavy snow and/or ice stormsClouds, light to moderate rain or fog are not to be considered inclement weather from a HughesNet perspectiveWe will reiterate this information internally with our support team to ensure proper troubleshooting is performed going forwardRegarding [redacted] 's concern with satellite internet compatibility with her online schooling, we are assuming she connects through a virtual private network (VPN)A virtual private network extends a private network across a public network, and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private networkApplications running across the VPN may therefore benefit from the functionality, security, and management of the private networkVPNs may allow users to securely access a private intranet while outside the locationUsing a virtual private network impacts the way the HughesNet modem receives data and HughesNet satellite service is not recommendedYour 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 techniquesWhen you use a VPN connection that encrypts data, it interferes with your modem's ability to compensate for the delayDepending on the type of VPN used, you may see overall speed reduced by 50-70%You can restore your connection to full speed by disabling your VPN client when your session is overNote: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clientsHughesNet appreciates the feedback regarding the poor customer service [redacted] experienced and her dissatisfaction with the company which provides us an opportunity of improvementThe support we strive for must include engaging with our customer, to understand what the customer is looking for, meeting those needs efficiently while ensuring the experience is positiveAt the end of the call, our customer should feel they have a one-one discussion relative to their particular problem and feel they have engaged in a productive, positive conversationPlease be assured enhanced training will be provided to address these concernsRegarding [redacted] ‘s request for installation credit, please be advised an installation fee was not charged with her initial payment [redacted] can verify this information by viewing charges associated with her first statement at our online support center: supportcenter.myhughesnet.comThe account is registered and will require her User ID and password to sign inThe initial payment of $was reduced and [redacted] will be receiving a refund of $To ensure a refund without any delays, please keep the [redacted] on file and avoid making any changes to the cardThe refund process can only begin once the modem, radio transmitter and power supply are returnedThe remaining $of the $payment is a valid charge for services rendered from 11/1/to 11/20/because our usage tool indicates GBS of data allowance was used within that periodA pre-paid return label was shipped on November 22, with the tracking number [redacted] and the package was delivered November 29, at 1:PMIt is the customer's responsibility to ship back the equipment within (45) days to avoid being charged an Unreturned Equipment Fee of up to $Please return the modem, power cord, and the radio transmitter no later than 1-6-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]

[redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted] Complaint ID: [redacted] ,In response to your letter dated November 5th, to the Executive Customer Care division of Hughes, it is our understanding that [redacted] wants to be released from his contract without penaltyI have reviewed the pertinent databases on the account and would like to go over the history of the [redacted] 's attempts to cancel our servicesThe customer had a repair technician visit shortly after installation on December 10th of The customer did not call us again until August 8th of saying that he wanted to cancel because of slow speedsAt no point during this month period did the customer have a recorded contact with our company so we could determine if the customer was receiving the speeds he was paying forOnce we have a technician to the home and do not hear back from the customer we assume his problem to be fixed and the services working to his satisfactionIf this is not the case we would have liked the customer to call sooner to let us know Unfortunately, the customer called us in August of this year to tell us he had already gotten a new internet service provider, [redacted] It should be noted the customer's choice to go with another provider is not a valid reason to void any contractual obligation [redacted] has with HughesNetTo the contrary, that is specifically what a commitment term is for, to affirm the customer's commitment to stay with HughesNet for the agreed upon month contractAt the point [redacted] called to cancel services our account management team advised the customer of the early termination fee he would incur if he were to disconnect and offered to downgrade the services until the end of the contractual period [redacted] accepted this option until such time as he could consult with his wifeFrom that point forward the customer encountered the problem of running out of data before the end of his cycle because he had gone from a GB plan to a GB plan as part of the retention agreementAt a later point he took advantage of a free upgrade to our Gen servicesBy then we had discontinued our Ultra plan so there is no way the customer can get his former data limit at the price he was payingSince the following data issues were a result of [redacted] going to another provider without first contacting HughesNet for amelioration or verification of the customer's speed issues we will not be releasing the customer from his contract without penaltyWe will honor our account management team's offer to waive half of the early termination feesThis would reduce the termination fees to $which is actually $less than what the customer would have been paying if he had stayed with Gen and canceled nowWe 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.Respectfully,MF*HughesNet Executive Customer [email protected]