HomeWAV, LLC

We don't have a [redacted] ? in our data base.? We did get numerous of phone calls on 11/(approxtimes) was wanting a refund.? Our policy is not to allow a refund.? But the call came from [redacted] , not the name used in the complaint

We don't have a *** *** in our data base. We did get numerous of phone calls on 11/(approxtimes) was wanting a refund. Our policy is not to allow a refund. But the call came from *** ***, not the name used in the complaint

Attached and noted in blue is our response to the *** *** complaint #***Please let me know if there are any questions, issues with my response or if I missed anythingThank you so much for your help Mr ***’s complaint in black Where to start? Their "service" is a video visitation
system for which they charge $+ $handling fee, to talk for minutes to your loved one that is incarceratedMany services exist that are far superior and completely free such as Skype, face time etc The facility dictates the cost, not HomeWAVThis facility charges .60/minute with no minimum purchaseThere is a $handling fee They start running down your purchased minutes before a call is even connected, I have many video recordings and screenshots which prove this, it frequently locks up causing disconnects which runs your minutes outWhen you email them, They just send condescending emails about a week later in response saying use a fast connection blah blah blah, ignoring the fact that I have a 100mb internet service at home HomeWAV CSRs have spoken to Mr *** on numerous occasionsWe have offered him connection assistance (some of the correspondence is attached) and he has used our service for over yearsAttached is a portion of Mr ***’s account history (first pages and last pages of his account history.) We cannot provide assurances about his service level as agreed to in our EULA (item #below and full EULA attached) Service Levels The HomeWav Software application and attendant services shall be maintained in a workmanlike manner, with necessary security safeguardsYou specifically understand that the quality and speed of services rely on a number of factors beyond our control, such as the speed and operability of users Internet connectionYou agree and understand that use of these services may be subject to limitations beyond our controlHomeWav endeavors to provide maximum service levels, however cannot be held responsible for delays, delivery failures or any resulting damages for factors beyond our control Inmates can also press a button on their end to report issues with the connection, sound or video, but Homewav never does anything about itAt the facility where my wife is currently held, there are terminals where I can speak to herOnly one works correctlyOut of the others, one will not allow the inmates to login at all, the second one that is faulty, has connection and sound problems where the inmate cannot hear what is being said to them even when pressing the phone tight against her ear with her hand covering the otherFrequently there are no chairs at the terminals, so the inmates have to squat in front of them, or sit on piles of books whilst trying to have a conversationThey do not maintain their equipment, they do not do site visits to inspect the machines and I have lost count of the emails that I sent sent telling them of these multiple issuesThey begrudge refunding a measly couple of minutes when I have literally spent tens of thousands of dollars on this price gouging system over the past several yearsThey cause tension between inmates that line up to use the terminals especially on days like thanksgiving and Christmas when people want and need to speak to their loved ones, but they are forced to wait in long lines or it fails to connect or they can't hear what is being said or it constantly freezes and locks up whilst it runs out their minutes These issues all have to do with the facilityWe provide the service but the kiosks are in the facilities where the inmates are incarceratedThe location, placement, time, cost, visiting hours, service calls, and many other criteria are all dictated by the facility If there is an issue with our service, we are prompt to investigate and mitigate the problem Thank you- HomeWAV Accounting

Attached and noted in blue is our response to the *** *** complaint #***Please let me know if there are any questions, issues with my response or if I missed anythingThank you so much for your help Mr ***’s complaint in black Where to start? Their "service" is a video visitation
system for which they charge $+ $handling fee, to talk for minutes to your loved one that is incarceratedMany services exist that are far superior and completely free such as Skype, face time etcThe facility dictates the cost, not HomeWAVThis facility charges .60/minute with no minimum purchaseThere is a $handling fee They start running down your purchased minutes before a call is even connected, I have many video recordings and screenshots which prove this, it frequently locks up causing disconnects which runs your minutes outWhen you email them, They just send condescending emails about a week later in response saying use a fast connection blah blah blah, ignoring the fact that I have a 100mb internet service at homeHomeWAV CSRs have spoken to Mr *** on numerous occasionsWe have offered him connection assistance (some of the correspondence is attached) and he has used our service for over yearsAttached is a portion of Mr ***’s account history (first pages and last pages of his account history.) We cannot provide assurances about his service level as agreed to in our EULA (item #below and full EULA attached) Service Levels The HomeWav Software application and attendant services shall be maintained in a workmanlike manner, with necessary security safeguardsYou specifically understand that the quality and speed of services rely on a number of factors beyond our control, such as the speed and operability of users Internet connectionYou agree and understand that use of these services may be subject to limitations beyond our controlHomeWav endeavors to provide maximum service levels, however cannot be held responsible for delays, delivery failures or any resulting damages for factors beyond our controlInmates can also press a button on their end to report issues with the connection, sound or video, but Homewav never does anything about itAt the facility where my wife is currently held, there are terminals where I can speak to herOnly one works correctlyOut of the others, one will not allow the inmates to login at all, the second one that is faulty, has connection and sound problems where the inmate cannot hear what is being said to them even when pressing the phone tight against her ear with her hand covering the otherFrequently there are no chairs at the terminals, so the inmates have to squat in front of them, or sit on piles of books whilst trying to have a conversationThey do not maintain their equipment, they do not do site visits to inspect the machines and I have lost count of the emails that I sent sent telling them of these multiple issuesThey begrudge refunding a measly couple of minutes when I have literally spent tens of thousands of dollars on this price gouging system over the past several yearsThey cause tension between inmates that line up to use the terminals especially on days like thanksgiving and Christmas when people want and need to speak to their loved ones, but they are forced to wait in long lines or it fails to connect or they can't hear what is being said or it constantly freezes and locks up whilst it runs out their minutesThese issues all have to do with the facilityWe provide the service but the kiosks are in the facilities where the inmates are incarceratedThe location, placement, time, cost, visiting hours, service calls, and many other criteria are all dictated by the facility If there is an issue with our service, we are prompt to investigate and mitigate the problemThank you- HomeWAV Accounting

Complaint: ***
I am rejecting this response because:
I am a Systems Engineer for the worlds largest soft drink producer and as such I know my internet connection and my equipment far exceeds their requirementsI have sent many emails informing them of their faulty equipment and service, as they do not respond to any of the notifications that the inmates make about the video or sound issues from within the facility at the terminal itselfWe have not been at *** womens facility for over a year, but they seemingly don't even realise which facility we are currently discussing, so if they can't even get that right, how do you expect them to have anything else correct? They are so amateurish that the remote access software that they use is the product that I advised their previous office manager to use as she could never connect to any of the terminals but at least she was willing to tryThe homewav equipment at the facility is your responsibilityDo you seriously expect guards to quit doing their jobs to constantly reboot your malfunctioning equipment or to run a speedtest from the server in the facility or to check whether the internet connection is being erratic or test whether or not the modem is faulty? No they will not and probably wouldn't know how to even reboot any of the terminals anywayYou clearly can't login to the terminals that have crashed and been down for at least months and you have not been onsite to inspect or maintain them to ascertain as to why, so how can you try and pass the buck onto the facility or think you can keep getting away with sending me a generic email response to check my connection? You installed the equipment at these facilities, you would soon send your contractor back if none of them terminals were working and you were not receiving the exorbitant fees as regularly as I pay them, let alone the stress and distress it causes when these computers are not working or only one or two of them are, and the women are having to wait inline for hours, or sit with the phone pressed against their heads so hard because the volume setting is far too low for them to hear what is being said, or when the video freezes and they can hear but can't see you moving, then suddenly it plays them your video and conversation in treble-time so they sound like a cartoon character or its inaudible because its so fragmented, but your little timer sits there running down your minutes and you know itJust answering, and connecting before you can actually speak runs down 20-secondsAt other times, once you have finished having a conversation it leaves you with a negative balance of for an example of the attached image $So if you purchase more time it deducts that $first, you then have to email in requesting a refund, only being able to speak for an extremely limited time, clearly their software is not accurate in its accounting and Its not acceptableI could add literally hundreds of screenshots such as I have attached, I have video evidence too
Sincerely,
***
*** ***

We don't have a [redacted]? in our data base.? We did get numerous of phone calls on 11/(approxtimes) was wanting a refund.? Our policy is not to allow a refund.? But the call came from [redacted], not the name used in the complaint

Complaint: [redacted]
I am rejecting this response because:
I am a Systems Engineer for the worlds largest soft drink producer and as such I know my internet connection and my equipment far exceeds their requirements. I have sent many emails informing them of their faulty equipment and service,  as they do not respond to any of the notifications that the inmates make about the video or sound issues from within the facility at the terminal itself. We have not been at [redacted] womens facility for over a year, but they seemingly don't even realise which facility we are currently discussing, so if they can't even get that right, how do you expect them to have anything else correct? They are so amateurish that the remote access software that they use is the product that I advised their previous office manager to use as she could never connect to any of the terminals but at least she was willing to try. The homewav equipment at the facility is your responsibility. Do you seriously expect guards to quit doing their jobs to constantly reboot your malfunctioning equipment or to run a speedtest from the server in the facility or to check whether the internet connection is being erratic or test whether or not the modem is faulty? No they will not and probably wouldn't know how to even reboot any of the terminals anyway. You clearly can't login to the terminals that have crashed and been down for at least 6 months and you have not been onsite to inspect or maintain them to ascertain as to why, so how can you try and pass the buck onto the facility or think you can keep getting away with sending me a generic email response to check my connection? You installed the equipment at these facilities, you would soon send your contractor back if none of them terminals were working and you were not receiving the exorbitant fees as regularly as I pay them, let alone the stress and distress it causes when these computers are not working or only one or two of them are, and the women are having to wait inline for hours, or sit with the phone pressed against their heads so hard because the volume setting is far too low for them to hear what is being said, or when the video freezes and they can hear but can't see you moving, then suddenly it plays them your video and conversation in treble-time so they sound like a cartoon character or its inaudible because its so fragmented, but your little timer sits there running down your minutes and you know it. Just answering, and connecting before you can actually speak runs down 20-30 seconds. At other times, once you have finished having a conversation it leaves you with a negative balance of for an example of the attached image $16.60. So if you purchase more time it deducts that $16.60 first, you then have to email in requesting a refund, only being able to speak for an extremely limited time, clearly their software is not accurate in its accounting and Its not acceptable. I could add literally hundreds of screenshots such as I have attached, I have video evidence too.
Sincerely,
[redacted]
[redacted]