Hotwire Communications, Ltd.

[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: The meeting between MrK [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 advertising in speeds throughout the entire community Regards, [redacted]

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 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 informationThank you.Best Regards,Hotwire Communications, LLCTell us why here

November 27, Ref: [redacted] Dear [redacted] We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedAfter review of [redacted] ’s account we have determined that an additional credit in the amount of $ will be applied to his account for the Internet chargesAlso as a courtesy he will receive a one-time courtesy credit for future Internet charges for one month A total credit of $ which he will see on his next bill cycle Dec- 01, 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 companyPlease do not hesitate to contact me if you require any additional informationThank youBest Regards, Hotwire Communications Escalations Manager Hotwire Communications, LLC

March 2, 2016ID: 245);"> [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 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

Ref: [redacted] Dear [redacted] , We appreciate [redacted] ’s comments and concerns and sincerely apologize for any inconvenience that she has experienced Our billing/collections department has spoken with ** [redacted] directly regarding her billing concernsIn reviewing the account I confirm we have credited ** [redacted] ’s account for unreturned equipment charges billed in errorI have tried to reach ** [redacted] directly to ensure all her billing concerns have been addressedUnfortunately, I have not yet received a response from ** [redacted] 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 informationThank you Very Truly Yours, Erica M [redacted] Executive Senior Call Center Agent Hotwire Communications, LLC

March 29, 2016 [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***. 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

[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]

Ref: ***
*** ***
class="MsoNormal">
Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
We recently performed a service
call at the home of *** *** on October 22, During this visit we
corrected the issue reported by *** *** regarding a desktop pc that was
not able to gain a direct internet connection to the modemWe also verified
data speeds are within the range of service offered at the property where *** *** residesThe current speed of internet service available at this
community is up to 7Mbps download and up to 1Mbps uploadAs a courtesy and
token of our appreciation I have issued complimentary months free of ***’s
internet service and waived installation fees
Again, we apologize to *** *** for any inconvenience the internet speed 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***
Executive Senior Call Center Agent
Hotwire Communications, LLC

April 8,
***
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
An upgrade for *** *** is scheduled for 2016. Hotwire Communications and
*** *** are
still working out the details. The
upgrade will alleviate the slow speeds caused by an out dated
infrastructure.
A courtesy credit has been applied to *** ***’s account Cr ***
Again, we apologize to *** *** 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***
Senior Executive Call Center Agent
Hotwire Communications, LLC

December 22,
ID: ***
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
"
text-align:justify;text-justify:inter-ideograph">The internet has been
upgraded to the MBPS*** *** will continue to pay the same rate as the
7MBPS.
A credit has been
applied to the account Again, we
apologize to *** *** 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***
Senior Executive Call Center Agent
Hotwire Communications, LLC

Ref: ***
*** ***
"margin: 0in 0in 0pt;" class="**oNormal">Dear ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
I recently had the pleasure of
speaking directly with *** regarding his concerns with the internet
service in his communityI am pleased to announce we are currently in the
process of upgrading our equipment in his community which will improve the
quality of the internet serviceThis change will take place over the next few
weeks and I informed *** I will update him once the upgrade is
completedAs a courtesy to *** and because of his continued patience
we have provided a monetary credit adjustment towards his account
Again, we apologize to **
*** for any inconvenience the internet 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,
*** ***
Executive Senior Call Center Agent
Hotwire Communications, LLC

Ref: ***
face="Arial">*** ***
Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
*** *** initially contacted us on August 18th,
regarding unreturned equipment charges billed to his account in error
after a complete disconnection of servicesUnfortunately, due to a gross break
down of communications between departments this caused the delay in reversing
equipment charges from the accountBecause of the auto payment option
established by *** *** we processed his credit card on file for erroneous
equipment charges
After careful review and proper documentation which was supplied
by *** ***, please allow me to confirm all equipment charges have been
reversed from the accountI have processed a credit card refund for *** *** on September 30th in the amount $and have spoken with
him directly to confirm
Again, we apologize to *** *** for any inconvenience the billing error 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***
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 ***, and find that this resolution is satisfactory to meI will not be closing the case yet, as it took me over month to have this escalated and no feed back from Hotwire was given yet After I receive a follow up and and I have the problem solved I will be more than happy to close this caseThank you
Regards,
*** ***

Ref: ***
*** ***
size="2" face="Tahoma">
Dear ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
I confirm that services requested
have been installed by Hotwire Communications on April 2, Unfortunately,
due to a scheduling issue beyond our control ***’s scheduled appointment
prior to 4-2-was canceled without proper notification and we take full
responsibility for this errorFor the inconveniences *** has
experienced we are providing him with a monetary refund as a token of our
appreciation and for his continued patience
Again, we apologize to **
*** for any inconvenience the canceled appointment 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 informationThank you
Very Truly Yours,
***
*** ***
Executive Senior Call Center Agent
Hotwire Communications, LLC

I have been a happy customer of Hotwire Communications for 5+ yearsMy community (Bella Vista) has had no issues and a stable internet connection, phone service and TV servicesI recently decided to order the new Blazing FASSSTT 1Gbps Internet serviceThe entire process was seamless and I am now rocking one of the fastest Residential Speeds on the Planet ( http://beta.speedtest.net/result/**SSN** ) (The USA has lagged behind the rest of the world in regards to faster internet speeds and with the growth of 4K TV streaming, multiple internet devices in the home and more people working from home a superfast internet connection is a must these days)Hotwire Communication engineers, customer service agents and sales team were second to none during the entire processKeep up the great work!

October 31, 2017Ref: *** ***Dear *** ***,We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.Installation of *** ***’s services has been completedWe do apologize in the delay of getting the service
installedAs a courtesy the customer will receive a $credit towards the purchase of pay-per-view movies on his account.Again, we apologize to *** ***’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 informationThank you.Best Regards,Karen W*** Hotwire Communications Escalation Manager Hotwire Communications, LLCTell us why here

August 29, Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedOur technicians and engineers are working on the property’s internet issues and hope to have a long term solution in
the next few monthsAs a courtesy we have issued the customer a credit for months of serviceAgain, we apologize to *** *** 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

January 20,
ID: ***
*** ***
Dear *** ***,
I have applied missed
appointment credits totaling $and a miscellaneous credit of $No other credits are due
to *** ***Again, we apologize to *** *** 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***
Senior Executive Call Center Agent
Hotwire Communications, LLC

We appreciate Mr***’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced.All wireless internet services that Hotwire Communications provides for *** *** CORP are up and workingHotwire Communications has applied a six (6) month credit ($4049.94) to the account *** *** CORP ***.Again, we apologize to Mr*** 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***