Hotwire Communications, Ltd.

April 13,
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Ref:
***
*** ***
Dear *** ***,
We
appreciate *** ***’s comments and concerns and sincerely apologize for any
inconvenience that she has experienced.
Hotwire
service at *** *** is elective retail service. There is no
bulk service obligation. However, Hotwire is the only wired service
provider in the community. No phone or cable company has any
infrastructure in the community. This was a developer decision not
Hotwire’s. *** *** could use other satellite or cellular based
internet providers
*** *** has spoken with the
account manager for *** *** and it has been explained that she is
not contracted to be with Hotwire Communications
On December 2, *** ***
disconnected internet service to go to another carrier
On March 24, *** *** placed
an order to reconnect her internet service with Hotwire. *** *** has had multiple companies for
her internet service as she has stated in her complaint Hotwire Communications does not have any
restrictions placed on *** *** or any other resident of *** ***
Again,
we apologize to *** *** for any inconvenience these issues may have caused
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
information. Thank you
Best Regards,
Renee W***
Executive Senior Call Center Agent
Hotwire Communications, LLC

Complaint: ***
I am rejecting this response because: It has not just been my internet service that has been horrible for the past almost years I asked for one year total refund of my Tv/internet service as both have been bad for this period of time I think I am being very generous only asking for one year The services have probably only worked about a third to maybe half the timeYou want to insult me with a $internet credit for the next days In reality, that isn't even correct, as I pay $a month for internet service I think you better consider this matter very carefully, as my next step is legal action, and I know that all the customers in not just Florida, but all parts of the U.S that Hotiwre services, would be behind an action of this nature Read the online Yelp, and another site that is named Pissed Hotwire Communications customers Look at all the disgruntled Hotwire customers there are all over the country I have been very patient with Hotiwire for all this time of terrible service and inconvenience; but, no more Even your techs and supervisors say that your technology and system must be updated for your service to actually function properly The nodes keep burning out in my park, because they are exposed to direct sunlight Then, nobody fixes them, and the substandard service continues I didn't come up with this theory on my own; this information is a direct quotes from people who work for you Wont' the attorneys have a field day with that Step up and take responsibility once and for all for ripping off all of us customers who have been hoodwinked by you And the ones of us that have no choice as you have signed contracts with our associations where we live, so we cannot have any other service other than you I hope the Revdex.com takes the necessary action to force this company to do something about this Maybe the FTC, and FCC will ultimately get involved
Regards,
*** ***

September 13, Ref: *** *** *** Dear *** ***, We appreciate *** *** ‘s feedback and concerns about our services and sincerely apologize for the inconvenience that was experienced I spoke to *** *** to explain the credit has been added now and yes there was an oversight last month adding the credit to zero out the accountThe credit will not be reflected until the new bill has been generated with the 10/bill *** *** has advise me this is acceptableI have agreed to email her the copy of the final bill with a zero balance and a closed account Again we apologize to *** *** for the inconvenience that was experienced trying to get the bill explained and balance zeroed out We are open to our customer’s concerns and suggestionsWe will continue to actively respond in our quest to grow and improve our company Please do not hesitate to contact me if you require any additional information Best Regards, Carolyn C***, Customer Service Representative Hotwire Communications, LLC Tell us why here

July 21, Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that she has experienced After review of *** ***’s account we have determined that a credit in the amount of $will be applied to ***
*** accountAgain, we apologize to *** ***’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*** Hotwire Communications Call Center Manager Hotwire Communications, LLC

We have spoken to Mr*** and informed him that the upgrade for the Internet should be completed in the next days. We are also sending out a Technician to see if we can hard wire his box so that he can order movies with out the need to contact us. We will follow up with
him on 5/after the Technician tells us what is possibleWe apologize for the inconvenience he has experienced and we will keep him informed as the upgrades for internet are rolled out

February 4,
ID: ***
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*** ***
Dear
*** ***,
We
appreciate *** ***’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 *** ***
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***
Senior Executive Call Center Agent
Hotwire Communications, LLC

J*** *** ***
*** ***
*** ***
*** *** ***
We appreciate *** *** 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*** *** has a Trouble Ticket # *** scheduled for Thursday January 11, for a technician to come to his homeAgain, we apologize to *** *** 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*** Hotwire Communications Escalation Manager Hotwire Communications, LLC

July 6, 2017 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 issue. As a courtesy we have issued him a...

90 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 information. Thank you.   Best Regards, Karen W[redacted] Escalations Manager Hotwire Communications, LLC

The fiber is being spliced August 31, 2015 to add the extra IDF switch. After 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 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]Executive Senior Call Center Agent Hotwire Communications, LLC

December 8,
ID: [redacted]
Dear [redacted],
We appreciate [redacted]'s comments and concerns and we
sincerely apologize for any inconvenience that she has experienced.
"
text-align:justify;text-justify:inter-ideograph">[redacted] was bill
from June 26, to November 18, for phone service. A credit ($122.05) has been applied to her
account ([redacted] Cr: [redacted])
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

Tell us whSeptember 12, 2017Ref: [redacted] Dear Ms. [redacted], We appreciate Ms. [redacted]’s comments and concerns and sincerely apologize for any inconvenience that she has experienced. Our 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, 2017. 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 company. Please do not hesitate to contact me if you require any additional information. Thank you. Best Regards,Karen W[redacted]Hotwire Communications Escalation ManagerHotwire Communications, LLC

November 22, 2016   REF # [redacted].   [redacted]     Dear Ms. [redacted],   We appreciate Mr. [redacted]'s feedback and concerns about our services and sincerely apologize to him for the inconvenience that he has experienced.   Mr. [redacted]'s problem with his service...

issues was corrected on October 25, 2016 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 experienced. 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.       Best regards , Carolyn C[redacted], Customer Service Representative 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], 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 bill. Regards,
[redacted]

February 16, 2018 Ref: [redacted] Dear [redacted], We appreciate [redacted]'s comments and concerns and sincerely apologize for any inconvenience that she has experienced. [redacted] account is currently being investigated by our Collections Department and they are currently awaiting...

some additional documentation from [redacted] to complete the investigation. 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 information. Thank you. Best Regards,Karen W[redacted] Hotwire Communications Escalations Manager 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 would like to thank Leo for his most kind assistance! 
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. 
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:I'm so sorry for hearing that but I didn't spoke with Renee on Agust 18,2015 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 Mr. E[redacted] the property manager and he gave me a 3 months credit to solve the previous issue and I told him what after the 3 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 Sep. 11, 2015 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 back. And 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 2 daughters have 2 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 other. That is not fair at all please help !!!And thank you all for your cooperation. 
Regards,
[redacted]

September 16, 2016, 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 installation. I 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, 2016 with a technician’s visit to her home and a conversation with the account manager and Field Operations Supervisor. We 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 experienced. 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.   Best regards , Carolyn C[redacted], Customer Service Representative 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 response. I was living in my new house for 10 days without alarm and I was paying for it
Regards,
[redacted]

December 22,
ID: [redacted]
Dear [redacted],
We appreciate [redacted]' comments and concerns and we
sincerely apologize for any inconvenience that he has experienced.
"
text-align:justify;text-justify:inter-ideograph">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