Hotwire Communications, Ltd.

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] was contacted by the [redacted] Account
Manager Erica M[redacted]. Erica...

applied a one month credit to the customer’s account
for internet service as a courtesy:
From: Erica M[redacted]
Sent: Monday, March 28, 2016 3:46 PM
To: [redacted]
Cc: [redacted]
Subject: RE: Hotwire Communications
Hi [redacted],
The upgrade project is still underway at the property. We have moved
into the “inside unit” phase of the project. We are pulling fiber into units on
a daily basis, building by building. [redacted] management will notify you
prior to us starting your building if this hasn’t taken place already for your
unit. We anticipate the activation of the new service to take place in April,
the exact date has not been determined, but please know there is an end in
sight and I think you will be pleased with the new service once all the work is
completed.
For
your inconveniences and continued patience I took the liberty of issuing a
credit on your account. One month free of your internet and I hope you find
this acceptable. This will post on your next invoice. Please feel free to
contact me if you have any further questions or concerns. 
Thank
you for your continued patience [redacted]!
Best
Regards, 
Erica
Erica M[redacted] |
FisionU & University City Housing Account Manager
PA Office
Office: 
###-###-####
Cell:      ###-###-####
Fax:      ###-###-####
[redacted]@hotwirecommunication.com 
 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

June 23, 2017 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 issues. As a courtesy we have issued him a 6 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 information. Thank you.   Best Regards, Karen [redacted]s Escalations Manager Hotwire Communications, LLC

[[redacted]  [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]
[redacted]

August 16, 2016 Ref: [redacted]   [redacted]   Dear [redacted],   We appreciate  [redacted] ‘s feedback and concerns about our services and sincerely apologize for the inconvenience that was experienced. A credit has been applied to [redacted] ‘s account....

 The account has been closed and once the new bill is generate on 9/1 the account will zeroed out.  Again we apologize to [redacted] 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 suggestions. We 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[redacted], Customer Service Representative Hotwire Communications, LLC   Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Hotwire has been working with me and has now FIXED the issue. It took several months, but I can confirm the problem is now resolved.  I enquired to the technician what was done and received this response:"HW engineers worked with vendor and determined a reconfiguration of customer splits/distribution was needed.Unfortunately, the testing process took longer than expected, but thorough.  I’ve also received similar feedback from others, on siteWe will continue with the reconfigurations on site"Thank you for the assistance in resolving this matter, [redacted]

November 27, 2017 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 we have determined that an additional credit in the amount of $ 23.73 will...

be applied to his account for the Internet charges. Also as a courtesy he will receive a one-time courtesy credit for future Internet charges for one month.  A total credit of $ 73.72 which he will see on his next bill cycle Dec- 01, 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

Good afternoon,This is to let you know that the situation with hotwire has been fixed.I am not happy with the way the situation was handled from the start and would like my interaction with the company put on file for future customer problems.Thank you for your help.[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]

July 21, 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 issues and hope to have a short term solution within...

the next few weeks and a long term solution in the next few months. 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, Karen W[redacted] Hotwire Communications Escalation Manager 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:
I am not sure I completely understand the HotWire feedback.1. Do they claim that after my complain the problems were fixed and since then the service is already working properly?2. Or do they claim that the continuous problems I have with their service is actually not HotWire problem but the [redacted] building management problem and I should direct my complaints to the [redacted] management?3. If #2 is their correct answer who at HotWire makes this claim I appreciate getting name + phone number at HotWire so I can direct it to the management at the [redacted] building in Miami with all the details of this discussion & complaint.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.  Hopefully, I won't have to write about this a third time.
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]

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

February 3, 2016ID: [redacted]
class="MsoNormal">[redacted]
Dear [redacted], 
We appreciate [redacted]r’s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.  
A credit has been
applied to [redacted]r’s account Customer
Number [redacted] Total credits $-135.97. 
This credit will appear on the March 2016 invoice.  Total balance will be $0.00.
 Again, we
apologize to [redacted]r 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

My experience with Hotwire Communications has been the worst I have ever had to deal with in regards to any service business. My internet has been down for over a month and I have called every other day to get them to do something about it. I have heard numerous things from different people i.e. tech, customer service. They have a contract with the community I am living in and no other ISP is able to provide internet services. I have no problem with that if the company had good services, but what you have are people who can care less about your issues because they know you have no choice. Because I am a renter, I have no real recourse, so I will actually be moving when my lease ends. They have made numerous promises to call back and have not done so, they have canceled my appointments when I have tried to reschedule for an earlier date, so I have been left with no appointment. Both my wife and I work online and my wife job is 100% online. I advise any community, business, school, church, home looking to sign a contract with this company, please keep in mind that ISP's is a highly competitive market and locking yourself down to this one company will cause you more problems in the end such as bad customer service, "internet slow down" during certain times of the day and tech guys who seem to be incompetent in their duties.

December 23, 2014
Ref: [redacted]
class="MsoNormal">[redacted]
Dear [redacted],
We appreciate [redacted]’s
comments and concerns and sincerely apologize for any inconvenience that [redacted]
has experienced. 
Multiple attempts have been made
to contact [redacted] in reference to his complaint and service issues.  We have not received a call or an email back
from [redacted] to date.
Hotwire Communications charges missed
appointments fee if the customer schedules an appointment and are not available
and did not cancel their appointment.  
This is a standard business practice and the customers are informed
prior to being charged.
Again, we apologize to [redacted]
for any inconvenience the service 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 information. Thank you.
Best Regards,
Renee W[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

Roman">
Ref: [redacted],
 
Dear Revdex.com,
 
We appreciate **. [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced. 
 
Please allow me to confirm the
cable portion of **. [redacted]’s account is fully disconnected. We are refunding
**. [redacted]’s account in the amount of $47.98 and this credit will post on August
1, 2014. The reason we continued to bill **. [redacted] was due to the auto payment
option he established and because the cable disconnection order was still
pending. **. [redacted]’s auto payment has been removed in order to allow his credit
to post on the account. As a courtesy to **. [redacted] and because of the delay in
closing the disconnection order we are also providing him 1 complimentary month
free of his internet service.
 
Again, we apologize to **. [redacted] for
any inconvenience the billing issue 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 information.  Thank you.
 
 
Very Truly Yours,
 
 
[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

Ref: [redacted]

face="Times New Roman">
[redacted],
 
Dear [redacted],
 
We appreciate [redacted]’s comments and concerns
and sincerely apologize for any inconvenience that he has experienced. 
 
**. [redacted]’s has confirmed with me that his
internet service has restored. Unfortunately, we experienced an intermitted
service outage affecting the community where **. [redacted]’s resides. Hotwire
Communications Network Operations Team has confirmed all services have been
restored.
 
Again, we apologize to **. [redacted] for any
inconvenience the service outage 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 information. Thank you.
 
 
Very Truly Yours,
 
 
Erica M[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

June 16, 2015ID: 
245);">[redacted]
[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 120
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 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.  Thank
you.
Best
Regards,
 
Renee W[redacted]
Executive Senior 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]