Hotwire Communications, Ltd

Ref: [redacted] Dear [redacted] , We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that he has experienced I have reviewed [redacted] ***’s account and have reversed all unreturned equipment charges billed to his account in errorPlease allow me to confirm, [redacted] ***’s does not owe any outstanding balances to Hotwire CommunicationsI have left a voice message and emailed [redacted] to confirm all charges have been cleared and we are issuing a refund check for his remaining credit balance Again, we apologize to [redacted] for any inconvenience the billing 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, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

July 6, Ref: [redacted] Dear [redacted] ***, We appreciate [redacted] comments and concerns and sincerely apologize for any inconvenience that he has experienced Hotwire is investigating and researching a solution to the Internet issueAs a courtesy we have issued him a day courtesy credit of Internet service Again, 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] Escalations Manager Hotwire Communications, LLC

size="2">Ref: [redacted] Dear [redacted] , We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced I have personally spoken with [redacted] and confirm he is currently scheduled for a service call on October 11th, Hotwire Communications still services the community where [redacted] resides with Saturday appointmentsUnfortunately, due to system trouble at the time [redacted] contacted customer service we were not able to secure a Saturday appointment as requested during the phone callAfter reviewing the recorded call it was determined that the proper procedure of escalation to our dispatch team was not followed by the customer service representativeHotwire Communications acknowledges this gross error and has taken the appropriate actions to prevent such misinformation in the future In regards to fees for service calls, if the problem is caused by Hotwire equipment or wiring our technicians will resolve the issue at no chargeHowever, if it is determined that the issue is caused by customer owned equipment or wiring inside the customer’s home, the service call may result in a $fee Again, we apologize to [redacted] for any inconvenience the scheduling 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, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

December 22, ID: [redacted] Dear [redacted] ***, We appreciate [redacted] ’ comments and concerns and we sincerely apologize for any inconvenience that he has experienced The property is in the midst of a high priority upgrade The upgrade will take place in the New Year It is scheduled to happen within approximately days Unfortunately we cannot provide credit for something that [redacted] does not pay Hotwire Communications for directly Again, we apologize to [redacted] for any inconvenience that he may have experienced 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 information Best Regards, Renee W [redacted] Senior Executive Call Center Agent Hotwire Communications, LLC

The fiber is being spliced August 31, to add the extra IDF switchAfter the fiber is spliced, the switch will be installed and the customer will be moved to a feed.We will follow up with Mr [redacted] after completion of the fiber splice and adding the IDF switch to verify that his service is working satisfactorily.Again, we apologize to Mr [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] 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:The company is ignoring the multiple complaints via hotwire chatI have complained through their chat service many timesThe company says that their chat is saved and loggedPlease have hotwire produce those chat logsAdditionally, of course I continued to use the extremely slow internet because I had no other optionsHotwire contracted with the apartment complex so that other internet providers cannot provide service to our areaI had no feasible means of using any other internet at my residenceThe only option I could find was using my cellphone as a hotspot which would cause me an extreme cost to cover the amount of data a person at home requires for entertainment and online schoolworkI wholeheartedly reject the claim by hotwire and am extremely offended by their lack of ethicsFurthermore, hotwire has always provided horrible customer serviceWhen they tell me that I will receive an email or call back about an issue I almost never doThis continues to this day when I was trying to deal with them losing and charging me for equipment I returned to themIt continues still as I try to see the status of my unfair debt to this unethical company.Revdex.com, thank you in your help in this matterPlease do not allow this company to continue to treat its forced customers in such a wayPlease know if I would have had any other feasible options for a provider I would have changed providersHotwire stands as one of the two largest reasons why I moved Regards, [redacted] ***

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

December 8, ID: [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that she has experienced [redacted] was bill from June 26, to November 18, for phone service A credit ($122.05) has been applied to her account ( [redacted] Cr: ***) 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

Good morning [redacted] , Here is an update for [redacted] : 2-3-Splicing completed to outside wiring2-4-Fiber swap 2-5-Mike J [redacted] spoke with [redacted] and went over the recent changes and explained how the changes that were made should alleviate his problems Please contact me directly if any additional information is required Best Regards, Renee W [redacted] |Senior Executive Call Center Agent [redacted] @hotwirecommunication.com P: ###-###-#### F: ###-###-####

Ref: [redacted] > Dear [redacted] , We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced We have recently performed a service call at the home of ** [redacted] to service his internet connection During this visit we replaced internet equipment and checked all connections to ensure delivery of serviceI will continue to monitor the account of ** [redacted] to assist with any continued or new service issues The concerns of ** [redacted] have been brought to the attention of our upper management team for review and training purposesAs a courtesy to ** [redacted] we have provided him with a monetary credit adjustment on his account Again, we apologize to ** [redacted] for any inconvenience the internet 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, Erica M [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 this resolution is satisfactory to me I recommend that Hotwire reviews its billing process and the original actions of the supervisor and billing representative (Gary) that left a voicemail stating there were no errors in my billRegards, [redacted]

Good afternoon [redacted] , Thank you for taking my call yesterdayYour always so helpful Regarding complaint ID [redacted] - [redacted] , please allow me to confirm Hotwire Communications will issue another refund to [redacted] ’sThis refund will be issued via check in the amount of $I have spoken with [redacted] s confirming and confirmed we are processing another refund check in the amount of $and the time frame to receive a refund check is 4-weeksAttached is my email correspondence between myself and [redacted] s for your reference Side Note: Hotwire issued a credit card refund on 3-5-for $It was confirmed by our billing department and banking vendor research department that the refund processed successfully with no errors or rejectionsUnfortunately, [redacted] s’s dispute is that she does not have or ever had the credit card we issued the refund toTo resolve this complaint we have agreed to refund her again via checkI hope the Revdex.com and [redacted] s finds this satisfactory in our pursuit to resolve this complaintPlease let me know if you need anything else regarding this matter Best Regards, Erica

My apartment complex includes the services for Hotwire Communication Internet and VERY FEW channelsI have gotten use to the terrible selection of channels but the AWFUL internet connection is unprecedentedWe will lose Internet service for hours and when you call the help center they are EXTREMELY rude and very unhelpfulI can't believe how they treat their customersThere is always a Hotwire vehicle at the complex non stop everyday because something is wrong but when you call to request an appointment they say it will be weeks!!! Weeks without Internet!! I know Internet providers have a history of being rude but they take the cake

June 24, Ref: [redacted] [redacted] Dear *** ***, We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that she has experienced Per my conversation with [redacted] , her ongoing problem with her Internet has been correctedAn agreed upon credit is being applied to [redacted] ’s account which will cover the remaining balance of her billAgain, we apologize to [redacted] for any inconvenience We are open to our customer’s 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, Carolyn C***, Customer Service Representative Hotwire Communications Hotwire Communications, LLC Tell us why here

[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] , finally after more than a week trying to talk to the alarm departmentIm able to communicate using the Revdex.com as intermediary., difficult to reach this customer service and slow responseI was living in my new house for days without alarm and I was paying for it Regards, [redacted]

I was so relieved when I moved into my new building and realized that I would not have to deal with Comcast anymore, because my new building had Dish Network throughout run by Hotwire Communications Hotwire Communications is one of the most difficult to work with companies I have ever encountered Trying to go around Hotwire and deal directly with Dish Network has been no better Neither company's customer service representatives seem to have a good understanding of the technical capabilities of the receivers and remotes that customers use to access their services I would advise anyone who has a choice not to use Hotwire Communications or Dish Network The technology is substandard, and the customer service is worse

[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: After sending my initial complaint to the Revdex.com, I was finally contacted by someone at Hotwire to reschedule the appointment that was initially cancelled last minute by Hotwire The appointment was rescheduled for Saturday, September 20, between the hours of 12noon-6pm No one from Hotwire showed up for the appointment and no phone call was made to communicate that this second appointment would be cancelled This again, was a waste of my time and is very disrespectful of the customer Thus, the issue has continued despite Hotwire's response and guarantees While I understand that Hotwire has now delayed the mandatory upgrade, this entire charade will now have to be completed yet again...me calling Hotwire and having to sit on hold for an extended period of time, me making yet another appointment, me wondering if Hotwire will show to this third appointment This is nothing more than poor customer service and I am not inclined to accept a generic reply from Hotwire that the issue will be resolved Nothing that Hotwire has done thus far has indicated their desire to improve their customer service and improve communications with customers I would like some guarantee that my time moving forward will be respected, that Hotwire will keep their appointments, and that we can all move forward in a professional and trustworthy manner Regards, [redacted] ***

February 8, ID: 187);"> [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced I have contacted the Executive in charge of his area to reach out to [redacted] MrMax K [redacted] is the Executive Vice President and will be reaching out to [redacted] today February 8, I have an appointment to readdress [redacted] issues on Tuesday February 16, 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

December 2, Ref: [redacted] > [redacted] Dear [redacted] We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that [redacted] has experienced The cable charge that [redacted] was being charged was a charge that had been previously charged by [redacted] (the previous company) and was a legitimate charge The charge was removed in July and the customer was given credit for days As a onetime courtesy we will apply a credit for $ Again, we apologize to [redacted] for any inconvenience the service 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 this resolution is satisfactory to me Regards, [redacted]