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: ***
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
#***

August 10, 2015ID:
245);">***
*** ***
Dear *** ***,
We appreciate Mr***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
Mr*** has placed
two repair tickets in regards to his internet service:
May
25, *** cleared May 26,
July
30, *** cleared August
7, Mr***’s account
has been credited $which is equal to two months of internet service
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***
Executive Senior Call Center Agent
Hotwire Communications, LLC

July 6, Ref: *** *** *** Dear *** ***, We appreciate *** *** comments and concerns and sincerely apologize for any inconvenience that he has experienced Hotwire is investigating and researching a solution to the Internet issueAs a courtesy we have issued him a day courtesy credit of Internet service 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 company Please do not hesitate to contact me if you require any additional informationThank you Best Regards, Karen W*** Escalations Manager Hotwire Communications, LLC

September 20, Ref: *** *** *** Dear Ms***, We appreciate Ms***’s comments and concerns and sincerely apologize for any inconvenience that she has experienced Our Launch department has been in constant communication with Ms*** to get her service issue resolvedAs of 09/the issue has been resolved and the customer’s account has been credited. Again, we apologize to Ms*** 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, LLC

June 2, 2016Dear *** ***,We appreciate *** *** comments and concerns and sincerely apologize for any inconvenience that she has experienced.*** *** has spoken with the property account manager in reference to the internet speeds*** *** was advised that Hotwire is aware of the
Internet issues and they will be upgrading to the Fiber Optic service which allows faster speeds within the next few months.As a courtesy we applied a three (3) month credit for his Internet ServicesAgain, we apologize to *** for any inconvenienceWe 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 informationThank you.Best Regards,Karen W.Call Center Manager

Dear RevDex.com,
We thank
you and *** for your continued patience as we review this matterI am
still in the process of trying to resolve this issues *** has described
and will update the Revdex.com as soon as we have a resolutionIf there is any
questions or concerns please feel free to contact me at ###-###-####.
Thank you,
***

December 1,
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Ref: ***
*** ***
Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that *** *** has
experienced.
The cable and internet service is
now working correctlyThe customer has been issued credit to cover the current
month service and will also receive credit for three months of cable service
and seven months of internet service at no charge. After the three months credit for cable and
seven months credit for internet service all charge will return to being
billable services
Again, we apologize to *** *** for
any inconvenience the service issues 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
Best Regards,
Renee W***
Executive Senior Call Center Agent
Hotwire Communications, LLC
v

Good evening *** ***,
Attached is email correspondence between *** *** and myself regarding complaint ID: ***Can you please update this information online? Please allow me to confirm we have resolved her internet speed issue and are providing her with credits on her account and also a check refundIf you have any questions please feel free to reach me
Have a great weekend!
Thank you,
Erica M*** | Executive Senior Call Center Agent
PA Office
D: ###-###-####
P: ###-###-####
F: ###-###-####
em***@hotwirecommunication.com

February 19, Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that she has experiencedOur technicians were out to *** ***’s property on February 09, there was a site outage that was resolved
and the technicians performed maintenance to resolve the wiring issues*** ***s’s has also been contacted and updated with status from a Hotwire Customer Service SupervisorAs a courtesy the customer has received a credit for Internet serviceAgain, 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, Escalation Manager Hotwire Communications, LLC

Ref: ***
*** ***
***
Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
Please allow me to confirm the
installation of cable service was completed by our contractorDue to a
scheduling error this caused a delay during the installation resulting in a
missed appointmentFor the inconveniences *** *** experienced we are
providing him with complimentary months free of his internet subscription
The cable portion of his services is paid through his HOA and not billed
directly by Hotwire CommunicationsDue to the missed appointment we are also
waiving any installation fees associated with his installation of internet
serviceThere is no installation fee associated with the cable service
Again, we apologize to *** *** 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 information. Thank you
Very Truly Yours,
Erica M***
Executive Senior Call Center Agent
Hotwire Communications, LLC

August 20,
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Ref:
***
*** ***
Dear Ms***,
We
appreciate Mr*** comments and concerns and sincerely apologize for any
inconvenience that Mr*** has experienced.
Mr*** spoke with Customer Service
Supervisor Robert O*** on Wednesday August 19, 2015. Mr*** has previously received days of
credit for his internet service. Mr
*** will receive another month credit ($49.99) for his internet service and
going forward his internet service will be billed at the Mbps rate $
until the bandwidth issue has been corrected
Again,
we apologize to Mr*** for any inconvenience these 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***
Executive Senior Call Center Agent
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 I have
issued a credit card refund for *** *** for the total disputed amount, in
addition to the credit balance she would have hadThe total refund amount is
$Unfortunately, due to a gross billing error we charged *** *** in
error for unreturned equipmentHotwire Communications takes full responsibility
for this billing error
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

December 22, 2015ID:
245);">***
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
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

February 3,
ID: ***
*** ** ***
Dear *** ***,
We appreciate *** ***r’s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.
"
text-align:justify;text-justify:inter-ideograph">A credit has been
applied to *** ***r’s account Cr *** Total credits $-135.97.
This credit will appear on the March invoice. Total balance will be $
Again, we
apologize to *** ***r 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, LLC

April 29,
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Ref:
***
*** ***
Dear *** ***,
We
appreciate *** ***’s comments and concerns and sincerely apologize for any
inconvenience that *** *** has experienced.
*** *** is subscribed to the 7Mbps/1Mbps
$per month high speed internet service.
There is only one tier of internet service provided at the Sunshine
Lakes community by Hotwire Communications.
*** ***’s service is provisioned correctly and he is getting what is
offered at his community for internet service.
All
of Hotwire Communications services and rates and available to all residents on
the website listed below:
http://gethotwired.com/***/ratesheet
*** *** is not under contract with Hotwire Communications. He will need to address the management
company for *** *** for any decisions that they have made in reference
to who is allowed to bring service into their community
Again,
we apologize to *** *** for any inconvenience these issues may have caused
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***
Executive Senior Call Center Agent
Hotwire Communications, LLC

April 4,
***
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we
sincerely apologize for any inconvenience that he has experienced.
*** *** has
received credit for any loss of service (plus a miscellaneous credit). If *** *** continues to have service
problems it is required that he calls into customer service to place a repair
ticket. At this point all services are
up and working 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="MsoNormal">Dear ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
On March 11th, we
completed a service call in the home of *** to remedy the issues he
explainedAs a courtesy to *** we have issued a monetary credit
adjustment for the inconveniences he and his wife have experienced
Again, we apologize to **and
*** for any inconvenience the service issues 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

We have spoken to Mr*** and informed him that the upgrade for the Internet should be completed in the next days. We are also sending out a Technician to see if we can hard wire his box so that he can order movies with out the need to contact us. We will follow up with him
on 5/after the Technician tells us what is possibleWe apologize for the inconvenience he has experienced and we will keep him informed as the upgrades for internet are rolled out

January 13, Ref: ***Anthony * S*** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedOur engineering team is actively engaged working to investigate the source of the problem and resolve the issueHotwire technicians have been out to *** ***’s home several times and have been in communication with *** *** *** has received a courtesy credit until the Internet issues are resolvedAgain, 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, LLCTell us why here

HotWire Communications is the only internet service that I am able to get at a community that I live in in Odessa, FL The account manager's name is Will B*** and I have sent several emails to him regarding service issues and who should I contact to resolve the issue He has never ever called me back The customer service employees are very polite, but I have learned that the politeness is not due to good customer service it is only lip service I would never never never never recommend this company to anyone I only use it because I am forced to because HotWire made some sort of deal with the community and no other internet service provider is allowed in the community which seems very un-American to me