Hotwire Communications, Ltd.

[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]

September 26,2017Ref: [redacted]Mr. [redacted] Dear Ms. [redacted], We appreciate Mr. [redacted] comments and concerns and sincerely apologize for any inconvenience that he has experienced. During Hurricane Irma every reasonable effort was made to restore service to our customers in...

a timely manner. Although FPL was restored there were still many hurricane related issues that prevented Hotwire from restoring service immediately. 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 information. Thank you. Best Regards,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:Hotwire has a contract with our neighborhood, [redacted] in Kannapolis, NC.  We were told by our HOA ([redacted]) to contact our Hotwire representative directly with any concerns.  I e-mailed [redacted] whom is listed as our contact on July 7/5/2015 with a response on 7/7/2015 promising that things would be taken care of.  One of my complaints was a cable leaving my yard, crossing the street and going down into another persons yard.  I was told by [redacted] that the cable would be taken care of at" the end of the month" meaning July.  I spoke on several occasions with our neighborhood serviceman ([redacted]) throughout the summer about safety issues with the cable and the fact that splicing the cable was causing my internet to slow down.  I also called the service center a few times only to be placed on hold for long periods of time.  In November the cable was finally removed and replaced by a device that floats in the crypt.  My children and new puppy were outside playing and [redacted] told them to stay away from that area because it was dangerous.  I was not home when this happened and never notified of any inherent danger in my yard.  When it rains, the vault fills up with water because the lid was cracked by Hotwire's service men working on it and the lid is forced off leaving a deep hole uncovered.  Weekly I spoke to [redacted] about this issue as well as the slow internet speed.  On 11/11/2015 I reached out to Hotwire and my HOA again with no response.  On 11/18/2015 I filed the complaint.  Many neighbors have complained as well.  The very day the complaint was filed with the Revdex.com, Hotwire contacted me and set a time to fix my internet.  They said they knew what the problem was and we just needed to contact them to have it fixed.  It seems if a company is providing a service and being paid for that service they should be the ones responsible for contacting and fixing the problem.  I explained that to the person (Dwyane R[redacted]).  He also stated that a new vault would be placed in my yard "next week".This is now 2 weeks later and I have seen or heard nothing from Hotwire since.  For Ms. W[redacted] to imply that I only contacted her company once and the problem was resolved on their end, is wrong.  The speed to my internet is better but that is the only progress and my neighbors are still having a difficult time getting in touch with Hotwire.  I have proof of all emails and complaints from other neighbors as well. It seems Hotwire has a monopoly with our neighborhood protected by a contract and do not plan on resolving any issues.  After dealing with this company, I feel that the statement on their internet site that Hotwire Communications has an A+ rating with the Revdex.com should be re-evaluated.  My internet started slowing the end of June and was not repaired until 11/19/2015.  I should at the very least be credited for that time and the damage and inherent dangers because of the damage should be repaired as discussed with Dwyane R[redacted]>
Regards,
[redacted]
[redacted]@[redacted].**.com#[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.   My understanding from my phone call with Ms. Carolyn C[redacted] is that I would receive a check for the full amount I requested which is $274.35.  I also understand that this may take up to 4 weeks to received this check from Hotwire.  I request the option to reopen this complaint if I do not receive the check, or if the check is less than the stated amount.
Regards,
[redacted]

June 24, 2016 Ref: [redacted]   [redacted]   Dear [redacted]  [redacted],   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 corrected. An agreed upon credit is being applied to [redacted]’s account which will cover the remaining balance of her bill. Again, 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 information. Thank you.   Best Regards, Carolyn C[redacted], Customer Service Representative Hotwire Communications Hotwire Communications, LLC Tell us why here...

April 12, 2016
[redacted]
[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.  
[redacted] was aware that the property was changing the cable
platform from [redacted] to...

[redacted].  All
residents were notified October 2015 and had until March 1, 2016 to change over
to [redacted].  [redacted] was scheduled to be
converted to the [redacted] cable service on April 8, 2016 but was not available.  [redacted] cable and internet service were
installed on April 12, 2016 SO#[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

[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]

April 1, 2016
[redacted]
[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
2015 through December 2015.  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 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 4,
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]His other billing issues have been corrected as well. Total credit $
[redacted] has opted to
disconnect services with Hotwire Communications
SO#[redacted] 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

October 30, 2017 Ref: [redacted] Dear [redacted], We appreciate [redacted]’s comments and concerns and sincerely apologize for any inconvenience that she has experienced. Installation of [redacted]’s outside wiring has been completed.  Service work on [redacted]’s...

Cable issues have been resolved. We do apologize in the delay of getting these issues corrected.  As a courtesy the customer will receive a 3 month credit for Cable services. 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 Escalation Manager Hotwire Communications, LLC

October 24, 2016Ref:[redacted]Dear [redacted],We appreciate [redacted]'s comments and concerns and sincerely apologize for any inconvenience that he has experienced.As a one time courtesy we have issued [redacted] a 10 day credit of Internet Service and Cable Service which he will see on his...

next bill cycle.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, LLCTell us why here...

Ref:
[redacted]
"Arial","sans-serif"">[redacted]
Dear
[redacted],
We appreciate [redacted]'s comments and
concerns and sincerely apologize for any inconvenience that she has
experienced.
As
of September 18, 2014, the installation schedule for the [redacted] equipment
upgrade was delayedUnfortunately, due to unexpected technical issues we were
unable to convert [redacted]'s MFHsystem at that timeInstallations will
be available to begin on Tuesday, September 23, [redacted] will not
lose service on the previously communicated shut off date of September 30th
Hotwire and [redacted] will work diligently to convert all residents as soon as
possibleAdditional information will be provided to keep you informed of our
progressWe have crew's onsite working round the clock making the required
adjustments to prepare and ensure a strong system is created for you
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 information. Thank you
Very
Truly Yours,
Erica
M[redacted]
Executive
Senior Call Center Agent
Hotwire
Communications, LLC

October 30, 2015ID: [redacted]
"">[redacted]
Dear [redacted],
We appreciate [redacted]'s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.
[redacted] has decided to
cancel her Internet Service with Hotwire Communications. [redacted] had service less than days and
will not be charged for service or the installation charge
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

[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]

[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]

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 information. Thank you.Best Regards,Karen W[redacted] Hotwire Communications Escalation Manager Hotwire Communications, LLCTell us why here...

August 10,
ID: [redacted]
Dear [redacted],
We appreciate Mr[redacted]'s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
"
text-align:justify;text-justify:inter-ideograph">Mr[redacted] has placed
two repair tickets in regards to his internet service:
May
25, [redacted] cleared May 26,
July
30, [redacted] cleared August
7,
Mr[redacted]'s account
has been credited $which is equal to two months of internet service 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

January 19, 2016
ID: [redacted]
[redacted]
Dear [redacted], 
We are actively in
discussions with the [redacted] to bring FISION Hotwire...

Communications fiber
product to the [redacted] community.   We will know for sure by the end of January.
I have added two months
of credit for Internet Service to [redacted]’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

November 30, 2017 Ref: [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 account we have determined that a credit in the amount of $76.23 was refunded back to...

her credit card on November 15, 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 information. Thank you. Best Regards, Hotwire Communications Escalations Manager Hotwire Communications, LLC

March 13, 2018 Ref: [redacted]  Dear [redacted],  We appreciate [redacted]’s comments and concerns and sincerely apologize for any inconvenience that she has experienced.  [redacted]’s account is in good standing with Hotwire Communications and she has been sent a copy of her account...

standing via email. [redacted]’s also has my direct contact information if she has any further concerns in reference to this matter.  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 Escalation Manager Hotwire Communications, LLC