Hotwire Communications, Ltd

June 25, ID: [redacted] Dear [redacted] ***, We appreciate [redacted] ***’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced The charge for the Unreturned Equipment $has been removed from [redacted] ’s account (cr [redacted] ) As a courtesy I have applied a credit for $which covers the remaining balance of his final bill Again, we apologize to [redacted] for any inconvenience that he may have experiencedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Thank you Best Regards, Renee W [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

Ref: [redacted] face="Garamond"> [redacted] Dear [redacted] , We appreciate ** [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced Recently I had the pleasure of speaking with ** [redacted] regarding his issues and concernsWe are scheduled to return to the home of ** [redacted] on May 5, to install a HD/DVR receiverAs a courtesy for the inconveniences that ** [redacted] has endured we are providing him with complimentary cable service as requested and a monetary credit adjustment on his account** [redacted] has been informed that I will be in contact with him after his equipment is delivered to ensure he does not have any new or continued issues Again, we apologize to ** [redacted] for any inconvenience the appointment and equipment issue may have causedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Very Truly Yours, [redacted] [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

Ref: [redacted] [redacted] , Dear [redacted] , We appreciate ** [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced I have confirmed all equipment has been returned and received back into our inventory as of April 7, We have reversed all unreturned equipment charges ($275) from ** [redacted] ’s account and I had the pleasure of speaking with him today to confirm these changesAs I advised ** [redacted] , he will have a small monetary credit balance which we will refund back to his credit card also Again, we apologize to ** [redacted] for any inconvenience the bill error may have causedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Very Truly Yours, [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

Ref: [redacted] OLE_LINK21;"> [redacted] Dear [redacted] , We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced Please allow this letter to confirm we have reversed all unreturned equipment charges billed to [redacted] in errorWe also confirm all cable equipment has been returned and received into our warehouse inventoryI have spoken with [redacted] via phone regarding his account and billing concerns Again, we apologize to [redacted] for any inconvenience the billing issues may have causedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Very Truly Yours, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

August 25, Roman","serif Ref: [redacted] [redacted] Dear Ms***, We appreciate Mr [redacted] ’ comments and concerns and sincerely apologize for any inconvenience that Mr [redacted] has experienced Mr [redacted] called Hotwire Communications on July 19, and reported that his internet service was not workingA repair ticket was issued TT# [redacted] The repair ticket was scheduled for July 24, between 9:00am/11:00am The technician arrived at 10:29am and the customer was not home Mr [redacted] called into customer service on September 2, to dispute a Missed Appointment Fee ($50.00) which was a onetime charge on his August invoice A credit was issued for the Missed Appointment Fee (-$50.00) This credit showed on Mr [redacted] ’ September invoice Please see the August and September invoices attached On September 2, Mr [redacted] also requested to add Cable and Phone service to his account ( [redacted] ) The customer service representative advised him that there is a package available that included Cable, Internet, and Phone: SAVINGS Pack $119.99/mo Includes America’s Top Package plus one (1) HD Box, 10M High Speed Internet and Phone Service Mr [redacted] agreed to the package pricing and Service Order [redacted] was issued The additional services were added on September 10, Mr [redacted] ’ service was disconnected on December Mr [redacted] is being billed for services rendered and an Unreturned Equipment charge Going forward Mr [redacted] will need to contact CBHV ###-###-#### a third party collection agency for any disputes or payments Again, we apologize to Mr [redacted] for any inconvenience these issues may have causedWe are open to our customers’ concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Best Regards, Renee W [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

[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 it is fruitless to pursue this any further at this time Regards, [redacted]

ID: [redacted] Roman","serif [redacted] Dear [redacted] , We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced Recently we experienced technical difficulties beyond our control with the line that provided cable service to [redacted] ’s residenceOur engineering team has been working to rectify the issues reported by [redacted] The line had water in it and needed to be replaced and spliced I have received confirmation that the tenant cable service issues have been resolved as of Friday, November 21, We will also be issuing [redacted] a check for $which is equal to four(4) hours of his pay, for time he took off of work to have this issue addressed Again, we apologize to [redacted] for any inconvenience the cable issues may have causedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Thank you Best Regards, Renee W [redacted] | Senior Executive Call Center Agent P: ###-###-#### C ###-###-#### F: ###-###-#### Belmont Plaza Suite Bala Cynwyd Pa CORPORATE SITE: www.hotwirecommunications.comCUSTOMER SITE: www.gethotwired.com

February 4, ID: [redacted] Roman","serif [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced We have identified the root cause of the speed issues that impacts the service mainly during the evening hours Hotwire is currently upgrading the internet system and we are implementing a fiber to the unit solutionThis will be a dramatic upgrade to the current cable modem system currently in place We anticipate installing residents in February with the new servicePlease bear in mind this timeline is still tentative and additional details will be communicated through Hotwire and also through the property management teamPlease be advised for the inconveniences you have experienced a credit has been applied to your account by your Account Manager Erica M***Unfortunately, this doesn’t rectify the issues you’re having, but I hope you find this acceptable Again, we apologize to [redacted] for any inconvenience that he may have experiencedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Best Regards, Renee W [redacted] Senior Executive Call Center Agent Hotwire Communications, LLC

July 21, Ref: [redacted] Dear [redacted] ***, We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that she has experienced After review of [redacted] ***’s account we have determined that a credit in the amount of $will be applied to *** [redacted] accountAgain, we apologize to [redacted] ***’s for any inconvenience We are open to our customers' concerns and suggestions We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our companyPlease do not hesitate to contact me if you require any additional informationThank youBest Regards, Karen W [redacted] Hotwire Communications Call Center Manager Hotwire Communications, LLC

Ref: [redacted] face="Times New Roman"> [redacted] , Dear [redacted] , We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced ** [redacted] ’s has confirmed with me that his internet service has restoredUnfortunately, we experienced an intermitted service outage affecting the community where ** [redacted] ’s residesHotwire Communications Network Operations Team has confirmed all services have been restored Again, we apologize to ** [redacted] for any inconvenience the service outage may have causedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Very Truly Yours, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

May 3, Ref: [redacted] Dear Ms***, We appreciate Mr***'s comments and concerns and sincerely apologize for any inconvenience that he has experienced Mr [redacted] has spoken with the property account manager in reference to the internet speeds and [redacted] cable servicesMr [redacted] was advised that Hotwire is aware of the Internet issue and we have ordered a new circuit to increase the speed which will be completed in the next few monthsConcerning the [redacted] cable services as a company we do what we can to make things easier for our customers but we are sometimes limited in distribution of video and we can only provide what [redacted] allows us to provideAny upgrades to the [redacted] Services would have to be decided by the property HOA Board which Mr [redacted] can voice his concerns As a courtesy we applied a three (3) month credit for his Internet and Cable Services Again, we apologize to Mr [redacted] for any inconvenience We are open to our customers' concerns and suggestions We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Best Regards, Renee W [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

December 21, ID: [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced The fiber has been placed in conduit and buried as of Friday, December 18, A one month credit has been applied to [redacted] ’s account Cr *** Again, we apologize to [redacted] for any inconvenience that he may have experiencedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Best Regards, Renee W [redacted] Senior Executive Call Center Agent Hotwire Communications, LLC

March 9, Roman","serif Ref: [redacted] Dear Ms [redacted] , We appreciate Ms [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that she has experienced Ms [redacted] will be issued a refund for month of Internet service 10Mbps $ Internet equipment $totaling $ Again, we apologize to Ms [redacted] for any inconvenience these issues may have caused We are open to our customers’ concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Best Regards, Renee W [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

[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 am waiting to see if I can get [redacted] Right now I am trying to see if what MsW [redacted] say is trueI put the request in the day I receive the response from MsW [redacted] and I am now on hold and it has been over days and they can't tell me when or if they can come into my neighborhood I am pretty sure it will come back my house is on hotwire's restricted listThis will show that what MsW [redacted] is stating is not what I am being told by other internet companies We are not allowed to get any service because our neighborhood is restrictedPlease allow me atleast more weeks to see if I get a response from [redacted] I will definitely answer my complaint as soon as I get a reply from [redacted] Regards, [redacted]

Tell us whSeptember 12, 2017Ref: [redacted] Dear Ms***, We appreciate Ms [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that she has experiencedOur Launch department has been in constant communication with Ms [redacted] to get her service issue resolved and she currently has a Trouble Ticket # [redacted] set for a technician to come to her home September 16, Again, we apologize to Ms [redacted] for any inconvenience We are open to our customers'concerns and suggestions We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our companyPlease do not hesitate to contact me if you require any additional informationThank youBest Regards,Karen W [redacted] Hotwire Communications Escalation ManagerHotwire Communications, LLC

J [redacted] We appreciate [redacted] comments and concerns and sincerely apologize for any inconvenience that he experienced Our field service department has been contacted to investigate the service issues the customer is experiencing [redacted] has a Trouble Ticket # [redacted] scheduled for Thursday January 11, for a technician to come to his homeAgain, we apologize to [redacted] for any inconvenience We are open to our customers'concerns and suggestions We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Best Regards, Karen W [redacted] Hotwire Communications Escalation Manager Hotwire Communications, LLC

[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'm so sorry for hearing that but I didn't spoke with Renee on Agust 18,and also I didn't say I didn't receive the credit (I don't know how they said that)I just said "I spoke with MrE [redacted] the property manager and he gave me a months credit to solve the previous issue and I told him what after the month if the problem still exist, he told me "call me back as you have my phone number and we will extend this period" and that what I'm trying to tell them, I'm calling the customer service many times and keeping me on hold and after that they are saying we will call you back and that's happen for months and recently I call them again on Sep11, and I explain everything and finally she told me "I'm sorry that I'm telling you that we will call you back, and I said "no problem but I hope that will happen" and as usual nobody call me backAnd in regard to call for repair issue I told the customer service on the phone "you can send any technician to my home to see that I'm right but nobody said "ok we will send him to you " as he(the technician) already said before we can not do anything more in ur issue and you are facing low speed (specially at night when all people come back home)So please be fair and don't say anything I didn't say and you have the voice records u can hear it back, and as example yesterday my daughters have exams on the Internet and due before midnight, they was crying because we were not able to upload both files because there was no internet at all and I used my hotspot and was able to upload one file for one daughter and not for the otherThat is not fair at all please help !!!And thank you all for your cooperation Regards, [redacted] ***

August 4, 2015ID: [redacted] > [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that she has experienced The charge for the Unreturned Equipment $has been credited back to [redacted] ’s account (cr [redacted] ) This information is shown on the August invoice, page number The remaining credit will be sent back to [redacted] ’s bank account in three to five business days Again, we apologize to [redacted] for any inconvenience that she may have experiencedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Best Regards, Renee W [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

Ref: [redacted] size="2" face="Georgia"> Dear [redacted] , We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that they have experienced On September 8, 2014, during the original installation appointment it was discovered that there was no fiber ran to the home where **and [redacted] residesUnfortunately, this issue resulted in the delay of their installation for cable and internet serviceThe fiber installation was completed last week and I have spoken with [redacted] ***; and she confirmed with me we completed the installation of services on September 26th, All department heads at Hotwire Communications were made aware of the fiber situation and worked diligently to remedy a solution in order to expedite the installation of servicesAs a courtesy to **and [redacted] ***, Hotwire is providing them with complimentary service for the next months for their continued patience and inconveniences experienced Again, we apologize to **and [redacted] for any inconvenience the fiber issue and delay of installation may have causedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional informationThank you Very Truly Yours, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

March 15, [redacted] > [redacted] Dear [redacted] ***, We appreciate Mr***’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced Repair Ticket [redacted] was placed and a technician was dispatched to resolve the pixelating and freezing that Mr [redacted] was experiencing with his cable service The trouble was found to be with the coax in the unit The coax was bypassed and connected directly into the ONTNo pixelating or freezing Mr [redacted] was advised that the inside wiring is the responsibility of the owner Again, we apologize to [redacted] for any inconvenience that he may have experiencedWe are open to our customers concerns and suggestions; and we will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Best Regards, Renee W [redacted] Senior Executive Call Center Agent Hotwire Communications, LLC