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 as Answered] Complaint: [redacted] I am rejecting this response because:From: [redacted] < [redacted] Date: Mon, Sep 12, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com complaint # [redacted] The following is what happenedI signed up with HN on 12/03/15.In the meantime, I would like to forward the initial email I received indicating the date/time the account was closed on June 16thI had talked to a woman in the credit department who said she would wave the cancellation fee because of reasons: 1) I live on a fixed income and can't afford what HN was charging meI had called prior times before canceling to try and get the $lowered to what I was told it would be when I signed up I was told my bill would be lowered $5, HN was rude to me and my advocate hanging up on both of usIn the initial conversation, I was told the phone would go up to $and internet would go up to $49.99, the monthly price was never as low as they told me2) Also, the equipment was not reliable and I did what the installer recommended, which was to unplug everything, wait or so minutes and plug everything back inI recorded the dates on my calendar that I had no internet connection or phone and had to restartThe data was only 5gb and was told that was plenty and I shouldn't run over on the dataHN still says my account is open and active which is not trueI have P.T.S.Dand have been through a lot of stress throughout this whole thingWhen the $was taken out of my account without my knowledge it was very hard for me Thank you for your time [redacted] * [redacted] ***

April 2, [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 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 According to [redacted] she has been experiencing issues with the service since the service plan upgrade and the upgrade Gen has resulted in different explanationsOur records indicate that there isn’t a need for [redacted] to upgrade her equipment to receive Gen service and we have reached out to our advanced support department to assist with troubleshooting [redacted] ’s service to resolve the issue [redacted] is scheduled to troubleshoot her service with our advanced support representative on April 2, around 7pm [redacted] was informed of our decision 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 consideration Very truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: As I stated before, they owe me the prorated amt of $for service they charged me for and I did not receiveThe 'relaxed' period as they call it only serves to satisfy the customers needs until they can no longer cancel without penaltyI did monitor usage and it stated I was within the range for the monthSo I believed this service would be adequate for my needs Revdex.com do you think they deserve an A+ rating as long as they respond to my complaintNot remedying it, just respondingThe salesman and customer service reps can lie and mislead their customers, but this is good business practice? I will never accept their response as long as they keep the money they owe me Regards, [redacted]

February 10, [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 support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his HughesNet service.Our executive customer care representative reviewed all pertinent database recordsWe show the discount of $off for a (11) months was applied as a courtesy and not for the life of the serviceWe have fullfied the $off for (11) months and in addition we also applied $off for (5) months to the accountOnce this discount expiresHughes will be unable to issue any additional credits We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,EF [redacted]

March 18, 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] ’s service was activated on September 30, On February 23, 2015, Ms [redacted] ’s account was cancelled As a result of cancellation within her contractual agreement, Ms [redacted] ’s account was charged an early termination fee in the amount of $ Regarding Ms [redacted] ’s concern of her account being automatically debited for the early termination fee, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges“Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscriptionYou hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Our records indicate that Ms [redacted] was informed of the amount that would be charged and also given a one month credit to apply towards the early termination feeWhile we can’t refund the valid fee charged to Ms [redacted] ’s card we will issue an additional two month credit in the amount of $and that amount will be refunded to the card on fileWe 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: this man has not acknowledged the fact that hughesnets own technician said that the speed was too slow to be usable and we should expect a return call in hoursHughesnet did not call within hoursIn fact I allowed weeks to go by to allow hughesnet to offer me a solutionThis never happenedAll the while I'm on the hook for paying for the unusuable unable to even send emails slow serviceNow they've sent me to collections and are threatening to damage my creditThis man is telling liesI would also like the Revdex.com to explain to me why they give this company an A+ rating in light of the thousands of complaints and this type of a responseAn early termination fee is a penaltyThey are not out any funds by canceling my service and to have the power to threaten my credit over service that their own technician confirmed was Unusable (not occasional slow speed- as the man that lies is trying to spin but literally unable to even type an email it was so unusable)That seems to be an unfair credit practice and I will not allow this to happen Regards, Lisa ***

December 22, [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 second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding the HughesNet service installed on his property Regarding [redacted] ***’s latest concern Hughes completely understands his situation but unfortunately doesn’t have the ability to change or modify the installation guidelines at this timeAs we have previously stated [redacted] ***’ situation is a landlord/tenant affair and our current guidelines require tenants to inform our agents that permission is granted for the install if it a leased or rented propertyIf the tenant provides or misleading information as it relates to the permission for the installation the landlord will need to pursue resolution with the tenantThis is the best response that we can give regarding [redacted] ***’ concerns and respectfully request that this complaint be closedWe apologize for any inconvenience Very truly yours, Darron W [redacted] Executive Customer Support [redacted] [email protected]

[redacted] 11/30/17Trade 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 services and had some concerns relating to the un-returned equipment charge for the radio transmitterHughesNet has completed an audit on [redacted] 's account and have reviewed all pertinent details based on his complaintAccording to the Executive Officer's findings it was verified that [redacted] was not satisfied with HughesNet services and canceled shortly after the install was completeAdditionally, invoice history shows an initial payment was made for $which included install, activation, and first month of serviceHughesNet does understand that [redacted] did not even use the service; however, since an install and activation was completed the installation contractor had to be paid which is why HughesNet has determined that we cannot refund [redacted] the initial payment made since services were provided at his homeFurthermore, regarding the outstanding balance of $It has been validated that this charge is for the un-returned radio transmitter which HughesNet did attempt to recover on June 30th, According to the case notes, an Installer was dispatched at no charge to [redacted] 's home to recover this equipment; however, when the installer arrived [redacted] wanted them to remove the pole and concrete from where the dish had originally been installed [redacted] was informed that they do not do that and this type of service order would need to be estimated as to the appropriate costs to complete that work [redacted] told the technician if he wasn't going to remove the pole and concrete, don't touch anythingThis caused the de-install to be canceled and remain a balance on [redacted] 's account which is now in collections and out of HughesNet's hands [redacted] can contact the correct department at 1-888-849-to settle his debt with themHughesNet would like to inform [redacted] that like all internet and cable companies, it very uncommon that when a subscriber cancels their services the dish will be removedMost always once it is installed it's up to the consumer to be responsible for removing the dish if they wish to do soAdditionally, most companies like HughesNet can have a contractor come out to provide an estimate to have this type of work completed but it is not standard procedures for any satellite related services to remove the dishLastly, a Corporate Officer did attempt to reach out to [redacted] on November 30th; however, the only number listed on his account was reported by the answering individual that it was the wrong numberHughesNet would like to apologize to [redacted] for the phone callWe 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 However, I would like to add that Hughes should make it clear in writing on their website of the slow data speeds that may be experienced after the monthly allowance is exceeded Regards, [redacted]

January 30, [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 he experienced with the lack of repairs to his home, the rebate process and automatically drafting payments from the [redacted] on fileHughesNet understands [redacted] 's frustration and concernHis concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customersHughesNet appreciates the feedback regarding the repairs that were not completed by [redacted] On [redacted] 's behalf, we reached out to [redacted] to obtain information regarding a follow up appointment to patch and repair the cracks left on the homeWe were directed to a voice mail and provided [redacted] 's name, account number and contact phone number as it appears on this complaintIf [redacted] has not heard from [redacted] within business hours he can call ###-###-#### and explain a follow up appointment has not been scheduled to repair his home.HughesNet understands the rebate process was not explained and we have provided the steps [redacted] has to take to submit his rebate requestWe understand [redacted] is requesting HughesNet to submit the refund on his behalf, however, due to security purposes we are unable to do soWe can offer assistance with guiding him through the registration and websitePlease contact our support team for assistance at ###-###-#### (9AM - 11PM EST)HughesNet can remove the [redacted] on fileOur billing options are as follows: [redacted] can add a different payment method such as a credit card, debit card or checking account to keep automatic draftsOr, we can remove automatic drafts altogether and switch the account to receive an invoice by mailThis option has a $per month service fee, which is applied to the account to offset the cost of invoice generation, mailing, and processingThis fee is mandatoryIf [redacted] chooses to receive invoices by mail, please contact our billing support team to provide the address where invoices should be sentWe are hopeful contacting the dealer on [redacted] 's behalf, providing [redacted] 's phone number, offering assistance with guiding [redacted] through the rebate process and providing steps on how to remove the [redacted] on file will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact usPlease refer to Case ID [redacted] Thank you very much for your considerationSincerely, J C [redacted] Executive Customer Support

September 19, 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 rebuttal 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 December 10, On June 16, 2016, Ms [redacted] called to request to cancel her service and declined to troubleshoot the serviceMs [redacted] was informed of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the month commitment period Regarding Ms [redacted] ’s latest concern of being informed by Hughes’ credit department that her account will be canceled without penalty please be advised that there are no documents to support that and Hughes’ credit department doesn’t typically make those kinds of decisionsWhile Hughes completely understands that customers can sometimes suffer from financial hardships, we can’t waive early termination fees based on thatThere was no opportunity to determine that there was an issue with [redacted] ’s service and the early termination fee was validAs previously mentioned we did issue a credit in the amount of $representing half of the early termination fee leaving a balance of $If Ms [redacted] is able to supply information from an email that she says she received from Hughes’ credit department indicating the service will be canceled without penalty we will be happy to clear the remaining balance 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 considerationVery truly yours, Darron W [redacted]

[redacted] 11/22/17Trade 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] has not received the agreed refund that HughesNet has offeredHughesNet addressed [redacted] concern immediately and was able to confirm why the refund was not processedBased on the findings, HughesNet felt it was necessary to contact [redacted] on November 22nd; upon speaking to her, the Corporate Officer explained that because the card was not verified the refund had not been processed when it should have been [redacted] informed the Officer that she had stated to refund it back on the same card in her second response through the Revdex.comUnfortunately, there was some breakdown in the communication and this was overlooked, partially because the case was considered resolvedHughesNet apologized to [redacted] for the mishap and confirmed the credit card on fileAdditionally, the refund for her last invoice payment, including the early termination fee for $369.37, will be issued to date and she can expect to receive it within 7-business days depending on her financial institution [redacted] was concerned about the final bill; however, HughesNet explained the prorated charges and why the balance came to the total that it didHughesNet feels that [redacted] had a clearer understanding of the invoice after reviewing it with the Corporate Officer, and she agreed to the new refund amount and understood the time frame as wellAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseHughesNet is sorry for any inconveniences [redacted] may have hadIn 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

January 13, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] Dear [redacted] :In response to your letter, it is our understanding that you have some concerns regarding the equipment refund.Our Executive Customer Support reviewed all pertinent database recordsAfter further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Lease Plans are required to return the modem, power supply, and radio (outdoor transmitter) to HughesThere is a $de-installation fee.The equipment needed to be returned within (45) days of cancellation date or be charged a $Unreturned Equipment Fee ($for the modem and power supply and $for the radio transmitter).As a result of not returning all the equipment in a timely matter, [redacted] was charged $representing the unreturned radio fee.There is a pending credit to the account in the amount of $This amount will be refunded back to the credit card on file in approximately (7) to (10) business days.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 consideration.Sincerely,Ecole F*SrExecutive Customer Support###-###-####[email protected]

December 14, 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 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 account was activated on September 22, On November 18, Mr [redacted] requested to cancel the service and was advised of the early termination fee in the amount of $as a result of canceling during the contractual period Mr [redacted] was subscribed to Hughes Gen Prime Plus plan which was $per month minus a $service discount for months, and modem lease fee in the amount of $Mr [redacted] ’s first bill in the amount of $included the monthly fee, modem lease fee and taxes in the amount of $minus the $service discountThe additional $charged on the first bill for the taxes can’t be computed at the time of sale by the agentThe second bill included Express Repair in the amount of $which is always credited on the first bill and can be canceled at any timePlease be advised that these charges are valid per Mr [redacted] ’s subscription and a sales call review determined that Mr [redacted] was correctly advised of the aforementioned charges At the time Mr [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin the 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 [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 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 50GB Regarding Mr [redacted] ’s request to cancel without penalty, please be advised that when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service within the 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 in the amount of $representing the early termination fee and that amount will be refunded to the card on file We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support ###-###-#### [redacted]

[redacted] 12/8/17Trade 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 assessedHughesNet would like to inform [redacted] that her concerns are being addressed and currently HughesNet has no resolution to her complaintHughesNet has requested a review of the sales call that was placed upon ordering services [redacted] should note that since most all sales centers for HughesNet are third party contracted, it does take about 3-business days to receive the quality assurance reportAs soon as all the pertinent information has been investigated pursuant to [redacted] 's concerns, the HughesNet Corporate Officer handling her case will be in contact with herIn order to show [redacted] that her concerns are already being addressed HughesNet deems it necessary to notify her with this response until all findings have been reviewed and an amicable resolution can be reachedWe look forward to further assisting her with the concerns she has expressedHughesNet understands this may be an inconvenience for [redacted] , but she can rest assured that she will be contacted once the investigation is completeHughesNet is 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 4, [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 15, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service and disputes his charges [redacted] is seeking to refund $and disputes the early terminationOur records indicate that [redacted] 's account was activated November 4, and requested to terminate service on November 2, Our Executive Customer Care representative reviewed all pertinent database records and any [redacted] billing concerns or adjustments must be made through [redacted] **Regarding HughesNet internet and voice service, the reason the monthly rate started at $before taxes was due to a telephone promotional discount of $that was valid for monthsThereafter, the monthly rate will increase to $plus taxThis is the reason the monthly rate increased in April Regarding the February statement increasing to $is inaccurateFebruary's balance generated for $December balance generated for $and the reason was due to generating prorated telephone charges for two billing periods; November 4, to December 4, and December 4, to January 4, The information can be verified by registering the account and viewing invoices at our online support center; supportcenter.myhughesnet.comRegarding the internet connectivity issue, we received a call August 31, with slow connectivity and we explained the reason was due to exceeding the data allowance purchased with the service planAnother call was made September 20, and the call dropped during our troubleshooting [redacted] must keep in mind when the data allowance is consumed the browsing speeds are reduced to 1-MBPS until the data allowance resets or if tokens are purchased to add data allowanceRegarding the telephone technical issues, we ask the customer to reboot the ATA modem at their convenience because dialtone will be lost when the unit is resetAt times we ask the customer to call back if resetting the ATA does not resolve the issueHughesNet values [redacted] as a customer and we wish to retain his businessTo that end, HughesNet can offer the assistance of our advanced technical support to work with [redacted] to hopefully resolve his technical issuesAs an executive courtesy, we can offer to extend the telephone promotion of $off for month'sPlease be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he canceled the service prior to expiration of the service commitment periodThe early termination fee for internet $and voice $is validIt is the customer's responsibility to ship back the equipmentA box will arrive within 7-business days and the equipment that needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID [redacted] Thank you very much for your considerationSincerely, J C [redacted] Executive Customer Support [redacted]

[redacted] 11/30/17Trade 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 concerned about the proposed resolution as discussed and needed some clarificationHughesNet's Corporate Officer reached out to [redacted] on November 30th, in order to address the concerns more clearlyHughesNet did get in touch with her and it was discussed that, per the last conversation, everything that was promised was executed on her accountTo summarize, the Corporate Officer applied a service credit of $for the price difference based on what [redacted] was quoted; currently there is still a remaining credit of $on her accountAdditionally, her term commitment has been reduced to a 12-month term with only months remainingFurthermore, it was also discussed on the call made November 30th that [redacted] wants her service terminated once the contract is upHughesNet has agreed to complete the service termination on March 25th, and explained to [redacted] that she is responsible for returning the leased modem, radio transmitter, and power supply in the kit that will be shipped to her once service is terminatedThe return kit will have instructions for her and a return shipping labelHughesNet does not want the actual dish back from [redacted] and she may dispose of it according to her local waste management guidelinesHughesNet will not charge her for the actual dish in any way, except for the radio transmitter which she was made aware is attached to the dish [redacted] can consider this the proof in writing that she requested from the Corporate Officer that the dish will not be charged to her in anywayHughesNet 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

[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] ***