D & L Air Conditioning

September 16, 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 May 9, 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 When Ms [redacted] began her service she was subscribed to the Hughes Gen Choice package which was $49.99, the modem rental of $9.99, PC essentials in the amount of $2.95, Hughes voice service in the amount of $plus taxesMs [redacted] was also receiving a $service credit for the phone service for three monthsThese amounts plus her activation fee in the amount of $is what the first bill consisted ofThe second bill added on the phone service in the amount of $for the first and second month minus a $service discount for three months because the phone service isn’t billed in the first month due to the phone service not being activated until after the service is installedThe first and second month’s bills are the only invoices that were over $per Ms [redacted] ’s concern 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 feesA sales call review was conducted and confirmed that Ms [redacted] was properly informed of the service and data allowance as well as the terms and conditionsHowever, 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 half of the early termination fee if she cancels her service prior to September 30, Ms [redacted] will need to contact customer support to complete the cancellation process and to have half of 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, Darron W [redacted]

November 29, 2016Mr. [redacted] Trade Practice ConsultantRevDex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [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 service. Our executive customer care representative reviewed all pertinent database records. “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. To ensure fair Internet access for all HughesNet® Gen4 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 limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted] ‘s frustration and concern. After further review, in light of the issues Ms. [redacted] experienced with the service. We processed the remaining refund of $96.31 to the credit card on file the refund should post in (3) business days. 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,E. F*Sr. Executive Customer Support [redacted]

[redacted] Trade Practice Consultant RevDex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted] , In response to your letter dated November 4th, 2017 to the Executive Customer Care division of Hughes, it is our... understanding that [redacted] has concerns regarding the quality of services in her area. We would like to say as long as the customer has an unobstructed view of the souther sky there is no reason that she cannot be provided with high quality high speed internet by HughesNet. I have examined the pictures taken of her satellite dish when we most recently had a technician go out to her home on August 13th. The technician changed out the customer's radio transmitter and repointed her dish fixing the technical issue. In examining those photographs I see no obstructions between her dish and the southern sky. Prior to the technician visit of 8/13 most of the customer's interactions with customer support were billing related. After that visit we offered on 3 separate occasions to troubleshoot with the customer, and on 2 separate occasions offered to upgrade the customer to our new Gen 5 technology which would have included a reinstallation if there was any issues with the dish. Since HughesNet made every effort to solve the customer's perceived technical problems and there is no evidence that satellite internet does not work in her “area,” and we have photographic evidence that it should work, HughesNet will not be waiving the customer's early termination fees. 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. Respectfully, M. F [redacted] HughesNet Executive Customer Care [email protected]

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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to me Regards, [redacted] ***

October 26, 2016Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear Mr [redacted] In response to your letter it is our understanding that Ms [redacted] has some additional concerns regarding her service Our Executive Customer Care representative reviewed all pertinent database recordsAfter review, our records reflect there was a call to our customer support team regarding switching her to invoice billingHowever, Ms [redacted] was transferred to the billing departmentAfter the transfer, there are no further notes regarding changing the account to invoice billingPossibly due to dropped call which is why the account remained on credit card billingIn addition, customer do have the option to keep their current phone number and by porting processHowever, there are no notes indicating Ms [redacted] called our customer support team to go through the porting processRegarding sales, we were able to listen to the sales call stating the first bill would be $However, Ms [redacted] was charged $We have added a credit of $to the accountInstaller will make sure the Hughes equipment is install successfullyservice using a third party application is a courtesy set upPlease 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 policyIn light of Ms [redacted] issues, we have waived the phone early termination feeThere are no calls to the support team regarding the internet service as a result the remaining early termination fee of $would need to be paidIn addition, Hughes doesn’t show the equipment was returnedMs [redacted] would need to provide the tracking number and contact our customer support team at 1-866-347-to credit the feeOnce the unreturned fee is issued as a credit, the remaining balance will be $This amount needs to be paid to bring the closing balance to $0.00.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 considerationVery truly yours,EF [redacted]

November 29, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] Complaint ID: [redacted] Dear [redacted] : We received [redacted] 's letter here at the corporate office regarding issues she experienced with the Generation upgrade without her knowledgeHughesNet understands her frustration and concern [redacted] 's concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customersWe contacted and spoke with [redacted] Regarding the concern with an upgrade to Generation without their knowledge, we reviewed the call [redacted] made on April 4, when he requested to move his service to the [redacted] addressDuring the conversation, [redacted] asked if HughesNet had faster serviceWe explained he was on our Generation service and we recently launched our Generation service with a download speed of MBPS and upload speed of MBPSWe informed [redacted] we can upgrade his service to our Generation service and it requires a 24-month commitmentHe asked if it is going to cost him anythingWe explained the monthly rate for the GB plan is $and the equipment lease fee is $for a total of $plus taxWe offered to waive the $activation fee [redacted] accepted the upgrade and the new 24-month commitment [redacted] mentioned she was not aware of this information and suggested we speak to [redacted] We explained she filed the complaint, but we can remind MrDe Peninng of the conversation as wellShe agreed to continue with the callWe reiterated the new 24-month commitment was accepted by [redacted] and the installer did not add the Generation without his knowledgeThe early termination fee of $is valid and will be assessed to the final statement [redacted] mentioned a new complaint indicating she was not able to stream videos because of the constant bufferingShe mentioned she will need to make payments on the early termination fee and she has not received the return kit to return the equipmentThe call dropped before we had the chance to reply, and we attempted a call backWe left a message with the following information: The Visa card on file has an alert saying the card is invalid [redacted] has the choice to receive a final statement with the balance or she can call our billing support team to update the payment methodRegarding the return kit with the free shipping label, our records indicate the box was shipped November 21, and the tracking number is [redacted] After viewing the tracking number on the ***.com website, as of November 27, at 6:pm *** has attempted to obtain a new delivery addressTo obtain the free shipping label, please update the delivery address by contacting [redacted] at [redacted] or at ***.com [redacted] has the choice to return the equipment, at her own expense, to: Hughes Network SystemsIndustrial DriveGaithersburg, MD However, we encourage her to take advantage of the free shipping label to return the equipmentThe equipment that needs to be returned includes the modem, power cord, and the radio transmitterThe equipment must be returned no later than January 5, to avoid being charged an Unreturned Equipment Fee of up to $HughesNet would like to remind [redacted] we received a call mid-July regarding video streaming concerns [redacted] confirmed the issue was resolved after successfully troubleshooting her concern and no further calls were found that would indicate connectivity issuesWe 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] Any new concerns that [redacted] may have will need to be sent through in a different complaint case in order for HughesNet to properly address the New ComplaintThank you very much for your considerationSincerely, J C [redacted] Executive Customer Support [redacted]

April 6, 2015Dear [redacted] :In response to your letter it is our understanding that [redacted] has some concerns regarding his service and the return of the equipment. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be... advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes.It is the customer responsibility to return the equipment and there is a $99.99 de-installation fee if customers need a technician to be sent to the site to successfully remove the equipment. In light of the difficulties [redacted] encountered with returning his equipment, Hughes will create a complimentary dispatch for a technician to arrive on site. [redacted] may contact me at the number below with any additional questions. 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, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole FSr. Executive Customer Support

[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] has never been subscribed to HughesNet services and has some concerns with her receiving communications about an account via email and would like these emails to ceaseHughesNet has reviewed all pertinent information regarding [redacted] ***'s concernsHughesNet would like to express our sincere apologies for the mishap that [redacted] has been dealing withBased on the investigation it has been verified that as of November 22nd, the following email [redacted] @***.com has been removed from the account and there should be no further contact by email from HughesNet to [redacted] ***HughesNet would like to inform [redacted] that our subscriber's information is protected and their information is secured; unfortunately, in this case [redacted] and the subscriber's email address were very similar except the customer left out some numbers in her current email address which caused them to go to [redacted] ***HughesNet contacted the customer and have since updated their account information and removed [redacted] ***'s email addressThis type of error is very uncommon for HughesNet, and we again express our sincerest apologies to [redacted] ***HughesNet would like to assure [redacted] that is has been resolved and no further actions are needed on her partWe 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

February 14, Mr [redacted] 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 service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that Ms***’ account was activated on December 10, On January 17, Ms [redacted] initially 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 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 50GBHughes can’t guarantee speeds based on a variety of factors but does have a parameter of acceptable speeds Regarding Ms***’ concern of not receiving a contract please be advised there was no paper contract to signThe installers have the customers sign a tablet or mobile deviceAs standard procedure, customers are read the terms and conditions which includes the month commitment during the sales callThere is no paper form of the subscriber agreement that can be suppliedThe subscriber agreement can be found in its entirety at legal.hughesnet.comThe electronic signature is required prior to the service being commissioned agreeing to the terms and conditions of the subscriber agreement as well as agreeing to the service being operational after install and there is a signature agreeing the terms Regarding Ms***’ 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***’ circumstances, Hughes agrees to make an exception regarding our cancelation policy If Ms [redacted] still wishes to cancel service, we will waive the early termination fee if she cancels prior to February 21, Please be advised that we aren’t suggesting that Ms [redacted] cancels her service as we have hopes of her reconsidering, however if she does wish to cancel we’ll agree to cancel without penalty prior to February 21, We sincerely regret any inconvenience that Ms [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron ** W [redacted]

[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: calling Hughesnet’s customer service lines take several hours to conduct any sort of business due to the wait time to talk to anyone and then the actual process to troubleshootI just had this product installed and I shouldn’t have to go through this processIf Hughesnet thinks there is a fix for my problem then they should return to my house and fix what was started and not put the process off on meI’ve had Hughesnet for many years now and have little faith in their productIt has never been a good product but it is the only option I haveI fell for another sales scheme of faster service and an left with worse service than I had beforeAnd, Hughesnet wants me to spend my time to fix it! And all I am asking is to remove my contract! Service is not as advertised therefore there should be no contract! Simple!Regards, [redacted]

[redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted] Complaint ID: [redacted] In response to your letter dated December 5th, to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation technologyWe agree with the customer it is Hughesnet's responsibility to correct the issue, but we cannot solve the customer's problem without [redacted] 's cooperationThis is what HughesNet is asking forIt is our primary goal to solve the customer's technical problems so we can provide him with the best service quality we have to offerI contacted [redacted] before and communication between the Executive Customer Care department and the customer to troubleshoot while he is home is problematicThis is why I have referred him to our hour technical support line so he can call when it is convenient for himWe are ready and willing to solve the customer's problem's but we do need to have him on the phone in order to eliminate some factors that may be effecting his services that are not Hughes relatedThere may even be some basic steps which will correct his issuesIf the problem is more complicated we can escalate it to our next level of support, and if the problem is not Hughes related we can offer a free fix through our partner Home Technical supportWe are here to offer the customer options and solutions to the problem but we cannot solve the problem without communication from the customerWe would like to stress that HughesNet agents are here to helpIf [redacted] does not want to give HughesNet the opportunity to solve his technical problems the early termination fees will still be valid should he choose to cancel his serviceWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Respectfully,MF*HughesNet Executive Customer [email protected]

August 24, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] Complaint ID Dear Mr [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that 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 May 8, Mr [redacted] currently has Hughes’ Power plan which is listed at $per monthRegarding Mr [redacted] ’s concern of being told his service would increase by $for months, please be advised that Mr [redacted] is currently receiving a $service discount that applies on to the plan he’s currently on The Pro plan mentioned can be offered to Mr [redacted] at the $rate which is $less than its listed rateWe understand Mr [redacted] ’s frustration and concern and would like to be able to help in the best way we canThe service discount of $that he’s currently receiving isn’t inclusive with any upgrade offers because the service plan price is already being discounted by $off of the rateWe are happy to upgrade Mr [redacted] to the Pro plan for months at the rate of $per monthWe sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support###-###-#### [redacted]

[redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404RE: [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 he was charged.HughesNet has reviewed all pertinent details relating to [redacted] 's concernsIt has been confirmed based on his account case notes that [redacted] refused to troubleshoot his service issues with HughesNet's technical team and was very determined to cancel serviceAccording to the findings, it was verified that [redacted] placed his initial order through HughesNet's Online services; upon ordering the service he agreed to the terms and conditions which includes the entire subscriber's agreement and the early termination policyThis accept terms box had to be checked in order for [redacted] to move forward with the ordering process“All Service Plans require a commitment of twenty-four (24) monthsIf you have subscribed to any Service Plan and you terminate service prior to the expiration of the commitment, you will owe, and your credit or debit card will be charged, the Early Termination Fees described belowIn addition, unless you purchased the HughesNet Equipment, you will be required to return the applicable Equipment to Hughes whenever you terminate your service, or you will be required to pay the Unreturned Equipment Fee described belowIf you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $The exact amount of the Service Termination Fee will be $for the first ninety (90) days after activation of the HughesNet ServiceThereafter, the amount will decrease by $per month for each month of active ServiceFurther, you must return your HughesNet modem, power supply, and radio in good condition within days of cancellation date or be charged a $Unreturned Equipment Fee ($for the modem and power supply and $for the radio transmitter).” [redacted] can reference www.legal.hughesnet.com for all HughesNet's disclaimers, policies, terms and conditionsFurthermore, a return kit was sent and delivered to [redacted] 's home on October 28th, and currently the equipment has not been returned to stockAs HughesNet is satellite internet, there is an inherent latency in the system that cannot be avoidedIt’s important to remember that [redacted] 's home is approximately 22,miles away from the HughesNet satellite in spaceHughesNet's bandwidth is shared by all subscribersIf [redacted] would like to reactivate his service the early termination fee would be be reversedAdditionally, he would allow technical agents to troubleshoot his service if neededAs a courtesy, HughesNet would waive the reactivation fee as well [redacted] only has until December 8th to reactivate; after this date he would have to open a new accountWe 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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[redacted] 10/27/17Trade 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] is subscribed to HughesNet services and recently has some concerns relating to the service reliability and cancellation policyIt has been verified that [redacted] first subscribed to HughesNet internet on August 22nd, and first called into HughesNet support on October 1st, for a no browse issueIt was determined that [redacted] had exceeded his monthly data allowance and was experiencing the Fair Access PolicyHughesNet provided some data and [redacted] was no longer needing assistanceIn over a week, HughesNet support was contacted, but this time [redacted] wanted to cancel service because he stated no one told him about the relaxed bandwidth period [redacted] then made a service change to a higher data planFollowing this, [redacted] didn't seem to have many service issues because not many other calls were made into HughesNet support; however, all the calls that were made were resolved to [redacted] 's satisfaction, and several of the calls; were disconnected on [redacted] 's endAdditionally, HughesNet reached out to [redacted] on October 27th, The Executive Officer properly identified themselves and wanted to provide any type of assistance to [redacted] to resolve all his concerns; however, the call was again disconnectedHughesNet attempted to reach [redacted] two additional times after this and left a messageBased on the completed audit that was done on [redacted] 's account, it is apparent that the internet services are being utilized and other than exceeding his monthly data allowance and billing changes, [redacted] has not experienced issues he has stated in his complaintHughesNet will attempt to reach [redacted] on October 30th and looks forward to assisting him furtherFurthermore, [redacted] may want to consider making his payment for this month's invoice in the amount of $66.45, the balance should be paid by November 4th, to avoid a locked transmission statusHughesNet would like to extend an offer to [redacted] that may not be honored after November 1st, 2017.HughesNet would like to offer [redacted] a free upgrade to the new GEN serviceCurrently [redacted] is on the Pro Plus plan for $plus $per month for GB of Anytime Data and GB Bonus Data with a Download of up to 10Mbps and Upload of up Mbps; without any service discount the monthly cost before tax would be $With this offer; [redacted] would get a new modem/router combination, re-pointed to the newest satellite with a speed of up to Mbps for Download and an Upload of up to Mbps, GB of Anytime Data and GB of Bonus Zone, No Hard Data Limits, and a built in Video Data Saver featureHughesNet would waive the installation and activation fees and the monthly service plan would cost [redacted] $before tax each monthAdditionally, all subscribers are required to commit to a new 2-year contract, but to reach an amicable resolution with [redacted] , HughesNet will reduce the commitment to yearThis offer is such a great opportunity for [redacted] to get the newest, fastest service and for much lower than costs, because HughesNet is confident he will see a significant difference in his internet servicesTo take advantage of this one-time offer [redacted] will need to let HughesNet know upon our callback on Monday or by calling into HughesNet support at ###-###-#### and reference Case # [redacted] With reference to [redacted] requesting to be refunded for all back months of non service, unfortunately, HughesNet cannot justify any type of refunds because the service was fully operational besides being out of data, and had there been other technical issues, HughesNet agents would need to actively troubleshoot [redacted] 's service; however, this did not seem to be the caseAdditionally, HughesNet cannot justify reason to allow [redacted] to cancel his services without penalty, and if he decides to do so the early termination fee will be valid because [redacted] agreed to the terms and conditions at the time of ordering services [redacted] can reference www.legal.hughes.net for all terms and conditions, including the early termination policyWe 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 considerationWarmest Regards, D.M [redacted] Executive Customer Care Support Division

[redacted] 12/21/17Trade 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] was subscribed to HughesNet services but has since canceled and had some concerns relating to inaccurate information and the early termination feesHughesNet has reviewed all pertinent details pursuant to [redacted] 's complaint and reached out to her on December 21st to discuss the findings and to reach an amicable resolution to her concernsBased on the conversation with [redacted] and the audit that was completed, it was determined that after her initial install of HughesNet service she had technical performance issues which required another technician to be sent just two weeks after and the issues were not 100% resolvedHughesNet did allow [redacted] to cancel without any early termination fee being assessed and sent a technician out to her home to complete a de-install free of chargeHughesNet also felt that, according to the conversation and the invoice audit, [redacted] was never able to use the services, and it was mutually agreed that a refund for her initial and only payment will be refundedThe Corporate Officer verified her credit card information and notified her of the refund process and issued a refund for $ [redacted] gladly accepted HughesNet's settlement offer and no further questions or assistance was requested from herHughesNet would also like to remind [redacted] that she is still responsible for returning the leased modem, radio transmitter, and power supply in the return kit she should have received to avoid any un-returned equipment fees of up to $We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M [redacted] Executive Customer Care Support Division

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you again for your assistance in this matter--it is greatly appreciated, [redacted]

In response to your letter to the executive customer care division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet serviceAfter further review, Mr [redacted] ’s account was put on suspensionPlease be advised that any applicable equipment fees that exist on an account will continue during the suspension periodAt the end of a suspension period, the customer’s account will automatically activate and the billing cycle will be restartedAs a result of the suspension period ending the account was automatically reactivatedTherefore, Mr [redacted] continued to be billed $Mr [redacted] has disputed charges of $ When a company rules in favor of the customer, it does not resolve the account status with Hughes Therefore, the customer must work with Hughes to resolve the overriding issue for the disputeThe disputed amount of $will bounced back to the accountWe have added a credit of the $to cover the awarded disputed amount which will bring the amount due to $Mr [redacted] may contact me directly with any additional questionsWe sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours,Ecole F*Sr Executive Customer Support###-###-#### [redacted]

December 11, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted] Complaint ID [redacted] Dear [redacted] :In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes service Our Executive Customer Care representative reviewed all pertinent database recordsAll the correct terms and conditions were provided regarding our service [redacted] was advised the parameters of her service plan, F [redacted] Access Policy and the early termination feeThe full terms may be viewed at legal.hughesnet.comAs previously stated, we will be unable to waive the early termination fee due to there being no issues with the serviceHowever, as a courtesy; we added a one month service credit to the account in the amount of $We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours,EF*SrExecutive Customer [email protected]