Hotwire Communications, Ltd.

December 21, 2015ID: [redacted] > [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

January 20, ID: href="/ODRWeb/Business/ComplaintOverview.aspx?ComplaintID=11085587"> [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 I am waiving your total balance due of $Please do not remit payment this monthIn addition, I am issuing 50% your internet subscription for the next monthsUnfortunately, 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

[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] ***

Ref: [redacted] Dear ** [redacted] , We appreciate *** [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that she has experienced We have confirmed with *** [redacted] due to an oversight on our behalf the account was reconnected in errorThis error has been corrected and all charges associated with the reconnect of services have been credited from her husband’s accountI have personally spoken with *** [redacted] to inform her to please disregard any billing she has received from Hotwire Communications Again, we apologize to **and *** [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 information Thank you Very Truly Yours, [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

April 3, 2017Ref: [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 deceased Father’s account ( [redacted] Acct # [redacted] ) we have determined that the amount on the account due will be waived.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 Quality Assurance / Escalation Manager Hotwire Communications, LLCTell us why here

June 25, 2015ID: 245);"> [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

June 23, Ref: [redacted] Dear [redacted] ***, We appreciate Mr [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced Hotwire is investigating and researching a solution to the customers service issuesAs a courtesy we have issued him a month courtesy credit of Cable and Internet service 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, Karen [redacted] s Escalations Manager Hotwire Communications, LLC

Complaint: [redacted] I am rejecting this response because: As of today (5/29/14) the two issues that Hotwire had promised to resolve have not been completed Though Hotwire appears to be making a good faith effort to resolve, I did not want Revdex.com to close the complaint until these two items have been completely resolved1) Remove $charge from my account: When I sign onto my account today, it still shows a past due balance (photo attached)2) Refund my account $15.10: Per [redacted] s 5/email, I was to receive the refund to my credit card (which I confirmed the CC# with her) within 5-business days of 5/(5/23-5/28) I emailed her on 5/to confirm that this was the case, she stated that the refund was instead processed on 5/and I would receive within 5-business days (5/28-5/30) As of today I still haven't received the refund, and I don't want to close out the complaint until this has been corrected Regards, [redacted]

Ref: [redacted] Dear [redacted] , We appreciate ** [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced ** [redacted] has been assisted by our field technician and Network operations team to resolve the speed issues with his data serviceAs a courtesy to ** [redacted] and as a small token to show our appreciation we have provided him with complimentary months of the internet service that he is subscribed to Again, we apologize to ** [redacted] for any inconvenience the data speed 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 information Thank you Very Truly Yours, [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 at this point However, if the problem reappears, I will try to address it with Hotwire directly I do appreciate Hotwire working with me on this issue Regards, [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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was no billing mistakeThe 800+$ that was charged to my account was because Hot Wire turned my cable off because of a phone bill that was in collections for some yearsI was told they would not turn my cable back on even though its paid through my home owners and I am up to date until I pay that phone billI also have the option to turn in the cable boxesThey record the conversations so all they have to do is listen to itI called Tuesday 9-9-around 5:30/6:00pmI paid the pass due balance only because I am not going to pay my homeowners dues and not receiver my serviceI am now looking at taking legal action against Hotwire CommunicationI do not know if I have a case but I am checking into it Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Our company is still owed a credit for the months we paid that we did not receive service. Hotwire has still not reached out to us an has not provided any kind of contact information where we can discuss the matter. Regards, [redacted] ***

March 26, Roman","serif Ref: [redacted] Dear [redacted] , We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that he has experienced [redacted] ***’s internet service is provisioned to 5Mbps for which he is charged $Hotwire Communications has reduced the rate for his internet service to $as a courtesy to [redacted] *** [redacted] also has been speaking with the [redacted] ***’s Account Manager Edward S [redacted] whom he will contact directly going forward Again, we apologize to [redacted] ***’s 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

April 1, [redacted] Dear [redacted] We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced [redacted] ’s account [redacted] was charged in error [redacted] will receive a refund for the payments that were made to his credit card from July through December A check will be mailed to [redacted] **, SOUTH BURLINGTON, VT [redacted] within the next two weeks 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

After months of bad picture my issues were finally fixedA Mrs Renee W [redacted] agreed to work with me to resolve my billing issuesI feel I am due at least a partial credit for the months of no working cable serviceMrs W [redacted] agreed I was provided her direct contact info to resolve the dispute once the technical issue was taken care of, she has failed to respond to my frequent calls and emails despite many voicemailsTo finish the technical issue which lasted months and took over a dozen technician visits was a simple wiring issue and was fixed in minutes by a technicianIf more competent techs were hired in the first place then this problem would never have arisen.Desired Outcome: Partial credit as discussed

January 26, Ref: [redacted] > [redacted] Dear [redacted] , We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that [redacted] has experienced I have tried to reach [redacted] multiple times and have not been able to speak with him I am awaiting his response Again, we apologize to [redacted] for any inconvenience the internet 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

November 16, Ref: [redacted] Dear [redacted] We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedOur technicians and engineers are working on the property’s internet issue and will have a new circuit installed by the end of February correcting the speed issueAs a courtesy we have issued the customer a credit for months of Internet ServiceAgain, 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 companyPlease do not hesitate to contact me if you require any additional informationThank youBest Regards, 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 want to thank Mrs. Karen W [redacted] who took the time to go through all of my phone calls and emails and understand the problem that I had and finally resolve it very quickly. Regards, [redacted]

Ref: [redacted] > Dear [redacted] , We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experienced We confirm that Hotwire Communications has received [redacted] ’s cable equipment on July 18, I have reversed all charges associated with the unreturned equipment fee of $ [redacted] will also receive a credit card refund for his remaining credit balance he has with Hotwire Communications 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 information Thank 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