Hotwire Communications, Ltd.

June 2, Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedAfter review of *** ***’s account we have determined that a credit in the amount of $will be
applied which *** ***’s has agreed uponAgain, 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 companyPlease do not hesitate to contact me if you require any additional informationThank youBest Regards, Karen W*** Hotwire Communications Call Center Manager Hotwire Communications, LLC

July 26, 2016Ref: *** ***Dear *** ***,We appreciate *** ***' feedback and concerns about our services and sincerely apologize to her for the inconvenience that was experienced.I have called *** ***' twice and left VM messages and advised her of the corrections made to her account.A credit has been applied to *** ***' account Cr *** for the unreturned equipment chargeThe account has been zeroed out and closed. The credit will post on the August bill, due to the zero balance a system generated bill will not be mailed but I have advised *** ***' that I will email her a copy.Again we apologize to *** ***' for the inconvenience trying to understand the reason for the charge. We are open to our customer's concerns and suggestionsWe will continue to actively respond in our quest to grow and improve our companyPlease do not hesitate to contact me if you require any additional information.Best Regards,Carolyn C***, Customer Service RepresentativeHotwire Communications, LLC

February 27, REF # *** Dear *** ***, We appreciate *** ***’s feedback and sincerely apologize to him for the inconvenience that he has experienced *** ***’s request to remove the charges for his cable receiver has been processed I called ***
*** several times and had to leave voicemail messages advising him the account has been zeroed out per his request Again we apologize to *** *** for any inconvenience he has experiencedWe are open to our customer’s concerns and suggestionsWe will continue to actively respond to these concerns and suggestions in our quest to grow and improve our company. Best regards , Carolyn C***, Customer Service Representative Hotwire Communications , LLC Tell us why here

[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 would like to add that had the service staff not blamed me for the error, this could have been avoided.
Regards,
*** ***

July 13, 2016Ref: *** ***Dear *** ***, We appreciate *** *** ’s feedback and concerns about our services and sincerely apologize to her for the inconvenience that was experienced. I have called *** *** several times and have been unsuccessful in reaching herI have
left her several voice mail messages *** *** ’s problem with charges for a technician’s visit has been credited to her account Again we apologize to *** *** for the inconvenience trying to understand the reason for the charge 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 RepresentativeHotwire Communications, LLC

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,
*** ***

April 1,
***
*** ***
Dear *** ***,
We
appreciate *** ***’s comments and concerns and we sincerely apologize for
any inconvenience that she has experienced.
*** *** does have infrastructure issues that may cause intermittent
internet
issues however; the upgrade to the infrastructure is the responsibility of the
property. Hotwire Communications is in
the process of determining possible resolutions for this matter. There
are contract negotiations on the table with *** *** that could affect
any possible resolutions. All
information is available with the home owners association
Again, we apologize to *** *** 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***
Senior Executive Call Center Agent
Hotwire Communications, LL

October 27, 2017Ref: *** *** Dear *** ***,We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that she has experienced.Installation of *** ***’s services has been completed
We do apologize in the delay of getting the service installed.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

[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: ***
I am rejecting this response because:I'm so sorry for hearing that but I didn't spoke with Renee on Agust 18,and also I didn't say I didn't receive the credit (I don't know how they said that)
I just said "I spoke with MrE*** the property manager and he gave me a months credit to solve the previous issue and I told him what after the month if the problem still exist, he told me "call me back as you have my phone number and we will extend this period" and that what I'm trying to tell them, I'm calling the customer service many times and keeping me on hold and after that they are saying we will call you back and that's happen for months and recently I call them again on Sep11, and I explain everything and finally she told me "I'm sorry that I'm telling you that we will call you back, and I said "no problem but I hope that will happen" and as usual nobody call me back.
And in regard to call for repair issue I told the customer service on the phone "you can send any technician to my home to see that I'm right but nobody said "ok we will send him to you " as he(the technician) already said before we can not do anything more in ur issue and you are facing low speed (specially at night when all people come back home)
So please be fair and don't say anything I didn't say and you have the voice records u can hear it back, and as example yesterday my daughters have exams on the Internet and due before midnight, they was crying because we were not able to upload both files because there was no internet at all and I used my hotspot and was able to upload one file for one daughter and not for the other.
That is not fair at all please help !!!
And thank you all for your cooperation.
Regards,
*** ***

December 15, Ref: *** *** * *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedOur Field Technicians and Engineering Department have been in communication with *** *** as we work to
investigate the source of the problem and resolve the issueAgain, 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, Karen W*** Hotwire Communications Call Center Manager Hotwire Communications, LLC

Ref: ***
***
***
Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
Please allow me to confirm all
equipment returned by *** *** has been received to our Florida officeI had
the pleasure of speaking with *** *** and confirmed with her all equipment
charges billed in error have been reversed from her accountAs a courtesy for
her distress I am also clearing her remaining account balance as a token of our
appreciation for her continued patience as we worked to resolve this billing
matter
Again, we apologize to *** ***
for any inconvenience the billing 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***
Executive Senior Call Center Agent
Hotwire Communications, LLC

September 14,
Ref: ***
*** ***
Dear ***
***,
We appreciate *** ***’s comments and concerns and
sincerely apologize for any inconvenience that *** *** has experienced.
A credit of $has been applied to *** ***’s
account for the over payment of the internet modem
Again, we apologize to *** *** 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 information. Thank you
Best Regards,
Renee W***
Senior Executive Call Center
Agent
Hotwire Communications, LLC

March 11,
***
class="MsoNormal">*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
On November 13, *** *** called into Hotwire
Communications and asked to have her internet service upgraded to the Mbps
High Speed internet service. She was
advised of the pricing $per month for the internet and $per month
for the modemSO# *** installed on
11-16-15. The call has been reviewed and
no credit will be issued. SO#*** has
been issued to downgrade the internet to Tenant Internet Service 3M
The bill was paid by *** *** who is the account holder Customer# ***
*** *** has been emailed a name change form to put the
account into her name
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 3,
Ref: ***
*** ***
class="MsoNormal">Dear *** ***,
We appreciate *** ***’s comments and concerns and
sincerely apologize for any inconvenience that *** *** has experienced.
The pixilation and freezing issues with the cable
service has been addressed by our Technical Management TeamService is now
working properlyRepair Ticket
Number ***
A credit of $has been applied to *** ***’s
account (***)
Again, we apologize to *** *** for any inconvenience
We are open to our customers’ concerns and suggestionsWe 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***
Senior Executive Call Center
Agent
Hotwire Communications, LLC

This has already been disputed and resolved but they're still sending me a bill when I was told it would be creditedKeep trying to get in contact with representative from company but his voicemail is fullThe products were picked up so I owe nothing.TranslateDesired Resolution / OutcomeDesired Resolution: Billing AdjustmentBilling AdjustmentselectDesired Outcome: credit my account to zero and close the account

[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: ***
I am rejecting this response because:
We
received a voice mail from MsW*** on 1/22 & my wife spoke with her on 1/29. MsW*** assured us Hotwire was concerned would address the problemWe then got a voice mail from technician Michael J*** on 1/who left a phone number and said he wanted to update me on the issue. I called MrJ*** on 1/and 2/leaving voice mail for him to call back and give me an update on progress. I have not yet heard back from anyone on what steps, if any, were being taken to resolve these problemsThis morning Wednesday 2/4, my internet service again dropped out for over an hour during a critical workplace exchange. At this time I cannot accept Hotwire's response until I hear from a network engineer, a system analyst or someone with a technical grasp of this issue to explain what they are doing...and how they intend to proceed... to bring this issue to a successful conclusion
Regards,
*** ***

[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 as long as the update occurs This has been an ongoing issue and every time a question is asked by myself or my neighbors the answer is always “We are updating the equipment” The “equipment updates” have been “happening” since July There are approximately homes in my neighborhood and we see the Hotwire vehicles in our neighborhood every single day but nothing seems to be getting done However, Hotwire still expects to be paid every month I want to see some action and not just talk to keep me pacified Thank you.
Regards,
*** ***

[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: ***
I am rejecting this response because: I was told the credits will happen immediatelyThis company cannot be any less straight forward with anythingAlso, my services are all messed up in regards to what "plan" I have and I have been told that my services still appear as my old services and my internet is the slowest and I am being overcharged.
Regards,
*** ***

June 13, Ref: *** *** * *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedOur Launch department has been in communication with *** *** and they settled on a credit in the amount of $which will be applied to his acct on his next bill cycle of 06/22/Again, 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, Karen W*** Hotwire Communications Call Center 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Hotwire has a contract with our neighborhood, *** *** in Kannapolis, NC. We were told by our HOA (*** ***) to contact our Hotwire representative directly with any concerns. I e-mailed *** *** 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 *** 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 *** 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 *** 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***). 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*** 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***>
Regards,
*** ***
***@***.**.com
#***