Hotwire Communications, Ltd

November 22, REF # [redacted] [redacted] Dear Ms***, We appreciate Mr***'s feedback and concerns about our services and sincerely apologize to him for the inconvenience that he has experienced Mr***'s problem with his service issues was corrected on October 25, with a technician’s visit to his home We have added a credit for the time his service wasn’t working Again we apologize to Mr [redacted] for any inconvenience he has experiencedWe are open to our customer’s concerns and suggestionsWe will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Best regards , Carolyn C***, Customer Service Representative Hotwire Communications , LLC Tell us why here

[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 information provided by the company does not adequately resolve the complaint because it is both factually incorrect and does not address the requested means of closureSpecifically, the response from Hotwire claims that I was told by Hotwire's call center that they were aware of the service disruption During the service disruption I contacted the customer service number provided by Hotwire and was told by "***" at the " [redacted] Office" that Hotwire had no responsibility for the voice and data service in my community and told me I needed to call the sub-tier vendor directly When I told Han that Hotwire received payment for these services from our HOA and that the HOA has an Agency Agreement with Hotwire to provide these services, he stated that was not the case When I asked to speak with a supervisor, he told me there was not one available Han would not take a service difficulty report, and would not acknowledge the issue I subsequently called [redacted] directly and was routed through different call centers before they could find my account Additionally, the response from Hotwire claims the service disruption was resolved on 4/ In fact, the disruption began on 4/at approximately 10:AM and was not remedied until 10:PM on 4/In my initial complaint with the Revdex.com I requested that Hotwire both provide accurate customer service contact information and a corrective action plan to resolve the long-term issues experienced at the Rice Hope property The Agency Agreement between Hotwire and the Home Owners Association defines a level of service requirement, and that they maintain accurate and complete customer service contact information Until such a time that a plan to address the deficiencies in service and accurate customer service contact information are provided, I do not consider my complaint resolved Regards, [redacted] ***

Good afternoon [redacted] , Attached is recent correspondence for complaint ID: [redacted] - [redacted] Due to my first reply online, I am unable to add my recent updatesHis speed issue has been addressed and resolvedPlease let me know if you need anything regarding this matter Thank you, Erica M [redacted] | Executive Senior Call Center Agent PA Office D: ###-###-#### P: ###-###-#### F: ###-###-#### em***@hotwirecommunication.com

June 16, 2015ID: 245);"> [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced Hotwire will be installing a new circuit at the [redacted] community within the next days The Regional Director for the [redacted] community has reached out to [redacted] and is open to answer any question that he may have As a courtesy I have applied a credit for four (4) months of internet service 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

[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: What is said is not true Hotwire (Max) stated I would never have to pay for the infrastructure I was told by hotwire I could get anyone I wanted, when I tried I was told by century link that hotwire has restricted them from coming in our community This has been going on for years! My wiring was not put into my smart house correctly and [redacted] knew it but went bankrupt before they could do anythingWe had a bulk rate with [redacted] for our cable and once hotwire took over and reneged on the promises given to this neighborhood when I moved in Hotwire is taking advantage of the military community The only reason I have cable is because I have satellite [redacted] nor hotwire could give me cableIf you have read all the emails there is a contract where the HOA sat down with hotwire and made the decision that as long as I live in my house I will not have to pay for the infrastructure 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 satisfactory to me I will contact you again if I do not receive the stated check with full payment within the next two weeks Regards, [redacted]

December 30, ID: [redacted] Dear [redacted] ***, We appreciate [redacted] ’ comments and concerns and we sincerely apologize for any inconvenience that he has experienced A credit has been applied to [redacted] ’ account Cr [redacted] A sixty day credit for cable and a sixty day credit for the internet The installation charge has also been credited The credit will post on January 16, [redacted] ’ account is not in jeopardy of being suspended 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] Senior Executive Call Center Agent Hotwire Communications, LLC

Ref: [redacted] Dear [redacted] , We appreciate ***’s comments and concerns and sincerely apologize for any inconvenience that he has experienced At the present time Hotwire Communications only offers two types of data speeds at the community where ** [redacted] residesI have personally spoken with ** [redacted] by phone and as a courtesy we are providing him with complimentary internet service for his inconveniences over the next few bill cyclesWe are still in the process of upgrading services for the community and unfortunately I do not have a specific timeline when this will be completed** [redacted] has been informed he can contact me directly if he has any continued service issues or any concerns Again, we apologize to ** [redacted] for any inconvenience the bandwidth 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] Not like I have a choice, but it is what it is I HOPE HOTWIRE COMMUNICATIONS ROTS WITH THE DEVIL Regards, [redacted]

September 16, 2016, REF # [redacted] [redacted] Dear [redacted] ***, We appreciate [redacted] ’s feedback and concerns about our services and sincerely apologize to her for the inconvenience that she has experienced I have called [redacted] several times to make sure everything was okay with her installationI had to leave a voice mail message and the 800# for a call back if necessary [redacted] ’s problem with her service installation was corrected on September 10, with a technician’s visit to her home and a conversation with the account manager and Field Operations SupervisorWe have waived all installation charges as the resolution to this complaint per [redacted] s request Again we apologize to [redacted] for any inconvenience she has experiencedWe are open to our customer’s concerns and suggestionsWe will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company Best regards , Carolyn C***, Customer Service Representative Hotwire Communications , LLC Tell us why here

January 1, 2018Ref: [redacted] ***Dear [redacted] ***,We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that she has experienced.We do apologize in the delay of getting [redacted] ***’s services installed [redacted] ***’s services were installed successfully on 12/30/2017.Again, 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 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, LLCTell us why here

[ [redacted] [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted]