Hotwire Communications, Ltd.

February 8, 2016
ID: 
187);">[redacted]
[redacted]
Dear
[redacted], 
We
appreciate [redacted]’s comments and concerns and we sincerely apologize for
any inconvenience that he has experienced.  
I have contacted the Executive in
charge of his area to reach out to [redacted]. 
Mr. Max K[redacted] is the Executive Vice President and will be reaching out
to [redacted] today February 8, 2016.
I have
an appointment to readdress [redacted] issues on Tuesday February 16, 2016.
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

I am a irate customer dealing with the worst cable/Internet provider I have ever had in my life. I pay for Internet on a monthly basis but have no internet. This company is an absolute sham. They take advantage of the fact they are contracted with our community and do nothing to produce results or resolve any kind of issues. My wife works from home and because the internet is always down she is now in jeopardy of having her job at risk. When we have been down for days at a time there has never been any kind of credit on our bill. This ia completely unethicalcompletely unethical. If anyone were to want to move to this community I would sway them away solely because of how bad the internet service is here. Other than that the community is wonderful but this company of Hotwire just kills it. I have called the HOA themselves who have stated they receive calls everyday in regards to this matter but they have their hands all locked up as they are under contract and there is nothing they can do. If the service was was even the slightest bit mediocre I would not be writing this post but this kind of service is completely insufficient and should not be allowed to run. Again this company is a sham and terrible with a capital T. At this point I think communicating by writing a letter and having a pen pal would be more efficient. This company needs to be investigated and looked into as they are "providing" a service they cannot even remotely provide.

[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 meeting between Mr. K[redacted] and myself + HOA Board of Directors has not occurredt yet, but we are scheduled to meet within the next few days.  Additionally, the service delivery issues for our internet services continues to persist when notable actions should be taken now to fix the bandwidth speeds.  Continuous violations of FCC regulations remains evident specific to false advertising in speeds throughout the entire community.
Regards,
[redacted]

face="Times New Roman">Ref: [redacted]
 
Dear Revdex.com,
 
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced. 
 
On July 24, 2014 Hotwire
Communication repaired the channel outage reported by [redacted]. I have tried
reaching [redacted] via phone multiple times, but have not been successful in
receiving any follow up. Hotwire Communications technician dispatched to the property also confirms the channel
has been restored and per notes from our technician's service order he has also spoken with
[redacted] to confirm this repair on 7-24-14.
 
Again, we apologize to [redacted] for any inconvenience the channel 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

March 15, 2016
[redacted]
class="MsoNormal">[redacted] [redacted]
Dear [redacted], 
We appreciate Mr. [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.  
Repair Ticket [redacted] was placed and a technician was dispatched to
resolve the pixelating and freezing that Mr. [redacted] was experiencing with his
cable service.  The trouble was found to
be with the coax in the unit.  The coax
was bypassed and connected directly into the ONT. No pixelating or freezing.  Mr. [redacted] was advised that the inside wiring
is the responsibility of the owner..
 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

[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:
After sending my initial complaint to the Revdex.com, I was finally contacted by someone at Hotwire to reschedule the appointment that was initially cancelled last minute by Hotwire.  The appointment was rescheduled for Saturday, September 20, 2014 between the hours of 12noon-6pm.  No one from Hotwire showed up for the appointment and no phone call was made to communicate that this second appointment would be cancelled.  This again, was a waste of my time and is very disrespectful of the customer.  Thus, the issue has continued despite Hotwire's response and false guarantees.  While I understand that Hotwire has now delayed the mandatory upgrade, this entire charade will now have to be completed yet again...me calling Hotwire and having to sit on hold for an extended period of time, me making yet another appointment, me wondering if Hotwire will show to this third appointment.  This is nothing more than poor customer service and I am not inclined to accept a generic reply from Hotwire that the issue will be resolved.  Nothing that Hotwire has done thus far has indicated their desire to improve their customer service and improve communications with customers.  I would like some guarantee that my time moving forward will be respected, that Hotwire will keep their appointments, and that we can all move forward in a professional and trustworthy manner.  
Regards,
[redacted]

January **, 20*6ID: 
245);">[redacted]
Dear [redacted] 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.  
A credit has been
applied to [redacted]’s account Customer
Number [redacted]-*. Total credits $-206.29. 
This credit will appear on the February 2016 invoice.  Total balance will be $0.00.
 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

Ref: [redacted]

class="**oNormal"> 
 
Dear **. [redacted],
 
We appreciate **. [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced. 
 
I have confirmed with our Account
Manager-[redacted] that the check has been sent for processing in the amount
of $245.28. Accounts Payable also confirmed the check was mailed on May 9,
2014. **. [redacted] has been contacted by me and left a voice message advising
this information.
 
Again, we apologize to **. and
[redacted] for any inconvenience the refund 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

[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 waiting to see if I can get [redacted].   Right now I am trying to see if what Ms. W[redacted] say is true. I put the request in the day I receive the response from Ms. W[redacted] and I am now on hold and it has been over 7 days and they can't tell me when or if they can come into my neighborhood.  I am pretty sure it will come back my house is on hotwire's restricted list. This will show that what Ms. W[redacted] is stating is not what I am being told by other internet companies .  We are not allowed to get any service because our neighborhood is restricted.
Please allow me atleast 2 more weeks to see if I get a response from [redacted].  I will definitely answer my complaint as soon as I get a reply from [redacted].
Regards,
[redacted]

Ref: [redacted]

class="MsoNormal">[redacted]
Dear [redacted],
We appreciate [redacted]’s
comments and concerns and sincerely apologize for any inconvenience that she has
experienced. 
In reviewing [redacted]’s
account, please allow me to confirm our billing department has issued a credit
card refund on October 21, 2014. The amount of the credit card refund was
$28.50. I have called [redacted] and left a voice message also confirming this
information.
 
Again, we apologize to [redacted] for any inconvenience the refund 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,
Erica M[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

May 3, 2016 Ref: [redacted]   Dear Ms. [redacted],   We appreciate Mr. [redacted]'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 services. Mr. [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 months. Concerning 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 provide. Any 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 information. Thank you.   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]

December 21, 2015ID: [redacted]
class="MsoNormal">[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, 2015.
A one month credit has
been applied to [redacted]’s account Cr [redacted].
 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

Hotwire has been quick and responsive in getting our internet and TV up and running for our apartment. Along with all the help, our services have been great and we are very happy!

We apologize that Mr. [redacted] is having difficulty with his Internet service.  While we are working on the issue we have issued a 2 month credit for his internet service.  We have reached out to Mr. [redacted] to gather more information to resolve his issue.

My black box was picked up on mid-July 2015, and it is now Sept 9, 2015 and no refund yet. Was now told I had to wait until final billing date of Sept 22, 2015 and then it would take 6 to 8 weeks for refund. NOW...DOES THAT SOUND LIKE GOOD CUSTOMER SERVICE.

June 2, 2015
Roman","serif";mso-fareast-font-family:"Times New Roman"">Ref:
[redacted]
[redacted]
Dear
[redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced. 
[redacted]’s service
was installed on June 1, 2015 Service
Order Number [redacted]
Tenant Basic Cable                   Tenant Internet
Tenant Digital
Cable                 High Speed Internet   10M
1-HD DVR Digital
Receiver
As a courtesy we
will apply a three(3) month credit for his 1OMbps Internet Service.
Again, we apologize to [redacted] for any inconvenience these scheduling issues may have caused him.  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[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]

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. 
Erica with Hotwired Communications really worked hard on this, did her research and was extremely helpful.  After almost a year of trying to get help, I still was not issued the refund they stated, it is not my card, but they are mailing me a check in the amount I overpaid.  Thank you for all of your help and communication, Erica!
Regards, [redacted]

November 25, 2015ID: [redacted]
font-family: 'Segoe UI', sans-serif; background: rgb(227, 242, 245);">
[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we
sincerely apologize for any inconvenience that she has experienced.  
There has been one
repair ticket placed concerning slow internet service for account [redacted]
[redacted].
November
18, 2015   [redacted] cleared November 19, 2015 (One
day credit added for internet service)
The technician switched
the lets and tested the speed from our ONT and tested 26.1 down and 5.5
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
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