Hotwire Communications, Ltd.

March 30, 2016
[redacted]
Dear [redacted], 
We appreciate [redacted]s comments and concerns
and we sincerely apologize for any inconvenience that she has
experienced.  
Account Number [redacted] was charged $950.00 for
unreturned equipment. [redacted] will...

receive a refund of $950.00.   The $950.00 will be applied to the credit
card ending in [redacted]
 Again, we apologize to [redacted] for any inconvenience that she
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

December 30,
ID: [redacted]
[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">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, 2016. [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

September 10, 2015 
Ref: [redacted]
Dear [redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that [redacted] has experienced. 
[redacted] received a 90 day credit ($126.10) for service.  This credit was...

applied to his March 2015
Invoice (please see attachment).  I spoke
with [redacted] on August the 18, 2015 and verified the credit with him when he
called into customer service stating that he did not receive the 90 day
credit.  At that point it was discovered
that the credit issued to [redacted] was $1. 87 less than it should have been
and that credit ($1.87) shows on the September 2015 Invoice (please see
attached)
[redacted] has not called in a repair issue to Hotwire Communications since January
16, 2015 ([redacted]).
[redacted] is not entitled to any other credits from Hotwire Communications.
Again,
we apologize to [redacted] for any inconvenience. 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. Thank you.
Best Regards,
Renee W[redacted]
Senior Executive 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 response. If 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 chat. I have complained through their chat service many times. The company says that their chat is saved and logged. Please have hotwire produce those chat logs.Additionally, of course I continued to use the extremely slow internet because I had no other options. Hotwire contracted with the apartment complex so that other internet providers cannot provide service to our area. I had no feasible means of using any other internet at my residence. The 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 schoolwork. I wholeheartedly reject the claim by hotwire and am extremely offended by their lack of ethics.Furthermore, hotwire has always provided horrible customer service. When they tell me that I will receive an email or call back about an issue I almost never do. This continues to this day when I was trying to deal with them losing and charging me for equipment I returned to them. It 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 matter. Please do not allow this company to continue to treat its forced customers in such a way. Please know if I would have had any other feasible options for a provider I would have changed providers. Hotwire stands as one of the two largest reasons why I moved.
Regards,
[redacted]

March 2,
ID: [redacted]
Dear [redacted]
We appreciate [redacted]'s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.
[redacted]'s service has been restored
"
text-align:justify;text-justify:inter-ideograph">A credit has been
applied to [redacted]'s account Cr [redacted]Total credit $
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

[redacted]
*
[redacted]
*
[redacted]
*
"text-align:justify;text-justify:inter-ideograph">I
have not been able to speak with [redacted]. I have left several messages as well as
emailed him at [redacted]
the
email address provided in the complaint
I
will gladly address [redacted] issues once we are able to speak. The address that [redacted] provided [redacted] is an
address that requires an apartment number I have not been able to locate an account
under his name
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

January 26, 2017Ref: [redacted]
Dear [redacted],We appreciate [redacted]’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.We have received an update from the property account manager in reference to the internet speeds. [redacted] was advised...

that Hotwire is actively upgrading this property with a new circuit and anticipate full completion of this project within 30 days increasing the Internet speeds.As a courtesy we applied a three (3) month credit for his 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] Hotwire Customer Service ManagerHotwire Communications, LLCTell us why here...

November 16, 2017 Ref: [redacted]
  Dear [redacted] We appreciate [redacted]’s comments and concerns and sincerely apologize for any inconvenience that he has experienced. Our technicians and engineers are working on the property’s internet issue and will have a new circuit...

installed by the end of February 2018 correcting the speed issue. As a courtesy we have issued the customer a credit for 3 months 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, Hotwire Communications, LLC

April 25, 2016 Ref: [redacted] Dear [redacted], We appreciate [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 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

February 19, 2018Ref: [redacted]Dear [redacted],We appreciate [redacted]’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.Our technicians were out to [redacted]’s property on February 15, 2018 to resolve his internet issue. As a courtesy we...

applied a 60-day credit for Internet ServicesAgain, 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]Escalation ManagerHotwire Communications, LLCTell us why here...

Ref: [redacted]
"margin: 0in 0in 0pt;" class="MsoNormal">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

Dear RevDex.com,
"line-height:115%">Please allow
me to confirm I am still in the process of researching [redacted]'s credit
card refundWe have contacted our financial institution and are pending a
response from their research departmentWe appreciated [redacted]'s and the
Revdex.com's patience as we investigate this issueAs soon as I
receive an update I will confirm our findings regarding [redacted]'s refund
Thank you,
Erica M[redacted]

November 25,
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">There has been one
repair ticket placed concerning slow internet service for account [redacted]
November
18, [redacted] cleared November 19, (One
day credit added for internet service)
The technician switched
the lets and tested the speed from our ONT and tested down and
up. This was tested at what is a high
traffic time after 6pm. The customer was
advised to contact their IT after speeding testing from the customer's personal
router and the speed was slow. Hotwire
is not able to troubleshoot or repair customer's personal equipment 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]
Executive Senior Call Center Agent
Hotwire Communications, LLC

March 11, 2016
[redacted]
[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we
sincerely apologize for any inconvenience that he has experienced.  
[redacted] has placed seven (7) repair tickets, of the seven
tickets four (4)...

were closed out as service ok upon arrival, one (1) closed
customer not home. The other two (2) repair tickets were equipment
problems.  The repair tickets issued add
up to 28 days.
A courtesy credit (90
days) has been applied to [redacted]’s account Cr [redacted]. This credit will appear on the April
2016 invoice. 
 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

January **, 20*
ID: [redacted]
Dear [redacted]
We appreciate [redacted]'s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
"
text-align:justify;text-justify:inter-ideograph">A credit has been
applied to [redacted]'s account Cr [redacted]-*Total credits $-206.29.
This credit will appear on the February invoice. Total balance will be $
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

January 19, 2016
ID: [redacted]
 
[redacted]
Dear [redacted], 
We are still actively working
to locate the problem that Mr. [redacted] is...

experiencing.
 The telephone number and address listed on the
complaint were incorrect.  I received the
correct number from Mr. [redacted] today.
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]
Senior Executive Call Center Agent
Hotwire Communications, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution is satisfactory.  I cannot thank you enough for your help in resolving this issue on my behalf.  This was my first complaint filed with you.  I attempted to resolve the issue on my own prior to bringing it to you, however, I am so glad I finally did.  Your website was easy to maneuver and your response was quick.  While I hope I will never find the need to utilize your services again, I am so confident in knowing there is a strong, professional organization willing and able to truly assist consumers in resolving issues. A million times over, thank you for your wonderful assistance! 
Kindest Regards, [redacted]

February 23, 2018 Ref: [redacted]
  Dear [redacted], We appreciate [redacted]’s comments and concerns and sincerely apologize for any inconvenience that he has experienced. After review of [redacted]’s account payment has been received and his services have been...

reactivated. As a courtesy we have issued a 30 day credit to his account. 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, Hotwire Communications Escalation Manager Hotwire Communications, LLC

March 29, 2016
[redacted]
[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.  
[redacted] did not have service without Hotwire
Communications.  The service order...

SO#[redacted] to install service was closed as completed in error. 
The credit reporting agency has been notified to remove the debt
from the customer’s account.
 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

March 11, 2016
[redacted]
[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.  
On November 13, 2016 [redacted] called into Hotwire
Communications and...

asked to have her internet service upgraded to the 15 Mbps
High Speed internet service.  She was
advised of the pricing $30.00 per month for the internet and $4.95 per month
for the modem. SO# [redacted] installed on
11-16-15.  The call has been reviewed and
no credit will be issued.  SO#[redacted] has
been issued to downgrade the internet to Tenant Internet Service 3M.
The bill was paid by [redacted] who is the account holder Customer# [redacted]
[redacted] has been emailed a name change form to put the
account into her name.
 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