Hotwire Communications, Ltd.

September 10, Ref: [redacted] ***>Dear [redacted] ***, We appreciate [redacted] ***’s comments and concerns and sincerely apologize for any inconvenience that [redacted] has experienced [redacted] received a day credit ($126.10) for service This credit was applied to his March Invoice (please see attachment) I spoke with [redacted] on August the 18, and verified the credit with him when he called into customer service stating that he did not receive the day credit At that point it was discovered that the credit issued to [redacted] was $less than it should have been and that credit ($1.87) shows on the September Invoice (please see attached) [redacted] has not called in a repair issue to Hotwire Communications since January 16, ( [redacted] ) [redacted] is not entitled to any other credits from Hotwire Communications Again, we apologize to [redacted] for any inconvenienceWe 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 informationThank you 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 that this resolution is satisfactory to me. The credit I requested was returned to my credit card on September 30, 2014 and I was personally contacted by Ms. Erica M [redacted] with an apology. Given the speed with which this was resolved after I contacted the BBB, it is clear to me that your involvement was essential to resolving a matter that had lingered for over a month. I thank the BBB for its assistance. Regards, [redacted]

August 16, Ref: [redacted] [redacted] Dear [redacted] ***, We appreciate [redacted] ‘s feedback and concerns about our services and sincerely apologize for the inconvenience that was experiencedA credit has been applied to [redacted] ‘s account The account has been closed and once the new bill is generate on 9/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 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

March 11, [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 homeThe other two (2) repair tickets were equipment problems The repair tickets issued add up to days A courtesy credit ( days) has been applied to [redacted] ’s account Cr [redacted] This credit will appear on the April invoice 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

[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 Also I would be grateful if your Bureau can see to it that they do not cut my megabytes down to match the discussion out price that hotwire is give in meThank you all the the valiant attempts in helping to resolve my issues with hotwire communication Regards, [redacted] ***

November 25, 2015ID: [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, [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

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 $Accounts Payable also confirmed the check was mailed on May 9, ** [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 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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/with a response on 7/7/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 (***) 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/I reached out to Hotwire and my HOA again with no response On 11/18/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 weeks later and I have seen or heard nothing from Hotwire since For MsW [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 wellIt 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/ 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] .**.com# [redacted]

June 2, Roman","serif Ref: [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, 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 informationThank you Best Regards, Renee W [redacted] Executive Senior Call Center Agent 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]

February 29, ID: [redacted] Dear [redacted] ***, We appreciate [redacted] ’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced MrMax K [redacted] the Executive Vice President of Hotwire Communions has been meeting with [redacted] and the HOA for [redacted] for a possible contract renewal which would make it possible to do an infrastructure upgrade 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

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 know for you, the error was not due to scheduling, it was due to Hotwire Communications LTD failing to pay the contractor for past installations. Regards, [redacted]

This company has a complete disregard for keeping customer appointmentsDon't waste your timeI have Hotwire through my HOA and it's awful Once they have your HOA signed up for a year contract there is no longer any reason to keep customers happy because you are stuck with them

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 feedbackDo they claim that after my complain the problems were fixed and since then the service is already working properly?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?If #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]

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]

September 26,2017Ref: [redacted] Mr [redacted] Dear Ms***, We appreciate Mr [redacted] comments and concerns and sincerely apologize for any inconvenience that he has experiencedDuring Hurricane Irma every reasonable effort was made to restore service to our customers in a timely mannerAlthough FPL was restored there were still many hurricane related issues that prevented Hotwire from restoring service immediatelyAgain, 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 companyPlease do not hesitate to contact me if you require any additional informationThank youBest Regards,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]

I am a irate customer dealing with the worst cable/Internet provider I have ever had in my lifeI pay for Internet on a monthly basis but have no internetThis company is an absolute shamThey take advantage of the fact they are contracted with our community and do nothing to produce results or resolve any kind of issuesMy wife works from home and because the internet is always down she is now in jeopardy of having her job at riskWhen we have been down for days at a time there has never been any kind of credit on our billThis ia completely unethicalcompletely unethicalIf anyone were to want to move to this community I would sway them away solely because of how bad the internet service is hereOther than that the community is wonderful but this company of Hotwire just kills itI 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 doIf 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 runAgain this company is a sham and terrible with a capital TAt this point I think communicating by writing a letter and having a pen pal would be more efficientThis company needs to be investigated and looked into as they are "providing" a service they cannot even remotely provide

Ref: [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 informationThank you Very Truly Yours, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

March 11, 2016 [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] 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