Hotwire Communications, Ltd.

*** *** ***
*** ***
*** ***
*** *** *** We appreciate *** *** comments and concerns and sincerely apologize for any inconvenience that she has experienced Our technicians have been to the customer’s location to work on the Cable IssueSince
that time there have been no further reports of service troubleHotwire will continue to monitor and make any additional changes if neededAs a courtesy we have issued the customer a credit for months of 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***
*** *** *** *** *** *** ***

August 4,
ID: *** ** ***Dear *** ***, We appreciate *** ***’s comments and concerns and we
sincerely apologize for any inconvenience that she has experienced.
"
text-align:justify;text-justify:inter-ideograph">The charge for the
Unreturned Equipment $has been credited back to *** ***’s account
(cr ***). This
information is shown on the August invoice, page number 2.The remaining credit
will be sent back to *** ***’s bank account in three to five business days 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***Executive Senior Call Center Agent
Hotwire Communications, LLC

December 4, 2017Ref: *** ***Dear *** ***,We appreciate *** ***s comments and concerns and sincerely apologize for any inconvenience that she has experienced.Our technicians and engineers are currently working on upgrading the internet and this will be completed in the
next few weeks.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,Hotwire Communications Escalation ManagerHotwire Communications, LLCTell us why here

August 25,
Roman"">
Ref:
*** *** ***
Dear Ms***,
We appreciate Mr***’ comments and concerns and
sincerely apologize for any inconvenience that Mr*** has
experienced.
Mr*** called Hotwire Communications on July 19,
and reported that his internet service was not workingA repair ticket was
issued TT#***The repair ticket was scheduled for July 24, between
9:00am/11:00am. The technician arrived
at 10:29am and the customer was not home
Mr*** called into customer service on September 2,
to dispute a Missed Appointment Fee ($50.00) which was a onetime charge on
his August invoice A credit was
issued for the Missed Appointment Fee (-$50.00). This credit showed on Mr***’ September
invoice. Please see the August and September
invoices attached
On September 2, Mr*** also requested to add Cable
and Phone service to his account (***).
The customer service representative advised him that there is a package
available that included Cable, Internet, and Phone:
SAVINGS Pack
$119.99/mo
Includes America’s Top Package
plus one (1) HD Box, 10M High Speed Internet and Phone Service
Mr*** agreed to the package pricing and Service Order ***
was issued. The additional services were
added on September 10,
Mr***’ service was disconnected on December
Mr*** is being billed for services rendered and an
Unreturned Equipment charge
Going forward Mr*** will need to contact CBHV
###-###-#### a third party collection agency for any disputes or payments
Again, we apologize to Mr*** for any inconvenience
these 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

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

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

December 15,
Ref: ***
class="MsoNormal">*** *** ***
Dear *** ***,
We appreciate *** ***’s
comments and concerns and sincerely apologize for any inconvenience that *** *** has experienced.
The internet service is now
working correctlyThe customer has been issued a credit as courtesy
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

June 25,
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 charge for the
Unreturned Equipment $has been removed from *** ***’s account
(cr ***).
As a courtesy I have
applied a credit for $which covers the remaining balance of his final
bill 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. Thank
you
Best
Regards,
Renee W***
Executive Senior Call Center Agent
Hotwire Communications, LLC

October 30,
ID: ***
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.
"
text-align:justify;text-justify:inter-ideograph">*** *** has decided to
cancel her Internet Service with Hotwire Communications. *** *** had service less than days and
will not be charged for service or the installation charge
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***
Executive Senior Call Center Agent
Hotwire Communications, LLC

Roman">
Ref: ***
*** ***
Dear ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
Recently I had the pleasure of
speaking directly with *** and confirmed we will accommodate an
appointment for May 25th, to repair her cable issueAs a
courtesy, I have provided month complimentary service for the inconveniences
she has experiencedThe behavior of the representative whom *** spoke
with has been brought to the attention of our executive team for review and appropriate
action
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,
*** ***
Executive Senior Call Center Agent
Hotwire Communications, LLC

We appreciate Mr***’s comments and concerns and we sincerely apologize for any inconvenience that he has experiencedAll 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 companyPlease do not hesitate to contact me if you require any additional informationBest Regards,
Renee W***

February 25,
Roman","serif"">
Ref:
***
*** ***
Dear Ms***,
We
appreciate Mr***’s comments and concerns and sincerely apologize for any
inconvenience that Mr*** has experienced.
Mr***’s dissatisfaction with customer service
and his request to speak with a supervisor has been addressed:
February 22,
I contacted Mr*** to express my apologies and to let him know that he
would receive a callback from a supervisor
February 23,
Customer Service Supervisor Rodeline C*** spoke with Mr*** to
extend her apologies and to discuss his three (3) concerns:
1.) Mr*** is upset that the agents set his expectation that supervisor
would call him back right away
2.) Mr*** stated that an agent disconnected the call on him
3.) Mr*** is not happy with Hotwire’s scheduling process
Mr*** was rescheduled as he
requested to a Wednesday appointment Mr***’s installation charges have been
waived and as a courtesy a credit will be added to his account once Mr***
receives his first invoice
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: ***
OLE_LINK1;">*** ***
Dear *** ***,
We appreciate *** ***’s comments and
concerns and sincerely apologize for any inconvenience that he has experienced.
*** *** is currently scheduled for a
service call to remedy his data speed issue on November 3, I have spoken directly
with *** *** and will monitor his service call closely until we reach a
satisfactory resolutionOnce we confirm the speed issue is resolved, I informed
*** *** I will issue credit on his account for his inconveniences
Once we reach a resolution to this matter I will
update the Revdex.com on the outcome
Again, we apologize to *** *** for any
inconvenience the data speed 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

Hotwire communications is a horrible excuse for a customer service company as they never do what they say they are going to doI was promised a refund check after waiting over a year and when I didn't receive it I tried emailing MsRenee W***, Senior Executive Call Center Agent who claimed they were mailing me a check but after msW*** has failed to answer any of my emails, I can only assume I will never see my refund and I will plaster their name and reputation all over the internet so people know exactly who they are dealing with if they do business with these crooks!!!

I would not recommend this service to anyone else, not even to a strangerWe just moved in and we were told we can only get Hotwire as our ISPIt all started with the first call to the sales department who was more than happy to make the sale and less on providing all the necessary information (i.eour apartment community has an agreement with Hotwire)The installation costsMy wife and I got different information from two different sales agent when we called separatelyShe was told there was going to be an install fee of $while I was told there was going to be an install fee of $How about this: The internet one-time install fee is $for a non-wireless modem or the internet one-time install fee of $plus one-time fee of $for a wireless modemWas that too hard to say? Apparently, yesI have been dealing with this more than two weeks since that fateful first call so I will not get into the details why I came to that conclusionThe Hotwire agreementOn our first call were also not informed that Hotwire's website have rates laid out for our apartment communityInstead I was conveniently blamed by one of Hotwire's customer service rep why I did not read the install fees and rates on Hotwire websiteThe $worthFor $the tech guy came in the apartment, connected the coaxial cable to the modem and the modem to the power outletThe Motorola wireless modem does not have an on/off switchAll the lights started flashingThe tech then told me to wait for all the lights to go stead which should either take seconds or 30mins and then he leftThat was $To connect to cables50-f*-dollarsI don't want to get that guy into any trouble but I really wanted to know what the $installation fee really gets meThe 3rd party modemBought my own wireless modem to use which was the original planBasically this is not something new to meI've had this kind of setup in different cities I've lived before in two other countriesThe ISP supplies the internet while I supply my own modemI am doing this again because on the first call I made I was told I can use my own modem at anytime I wantWhen I called tech support I was told I cannot change my modem and I am stuck with Hotwire's modem and paying rental feesI called tech support again and spoke with another guy and told me I can use my own modemAnd then I had to keep on following up with this change of modem request which apparently only tech support tier can doBut, a customer CANNOT talk to tier The BillHotwire tech came and took their modem back before the end of May but was still charged for modem rental for the month of JuneUnfortunately the bill cannot be adjusted so the refund will appear on the next billIn conclusion, half the people employed don't know what they're doingDepartments don't communicate with each otherInstall technicians don't do their job's worthMisinformed most of the timeWill not transfer you to the right personThe customer will be responsible for following up with requests or complaints because agents are too busy to get back to you

January 19, 2016ID:
245);">***
*** ***
Dear *** ***,
We are still actively working
to locate the problem that Mr*** is experiencing
The telephone number and address listed on the
complaint were incorrect. I received the
correct number from Mr*** today
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***
Senior Executive Call Center Agent
Hotwire Communications, LLC

February 8,
ID: ***
Roman","serif"Times New Roman"">
*** * ***
Dear
*** ***,
We
appreciate *** ***’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 *** ***.
MrMax K*** is the Executive Vice President and will be reaching out
to *** *** today February 8,
I have
an appointment to readdress *** *** issues on Tuesday February 16,
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

[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,
*** ***

[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 ***, I was told my Hotwire that the contract that they had with my apartment complex is ending and that I will not owe or pay any bills for the remaining time of their contract with the apartment complexI find that this resolution is satisfactory to me.
Regards,
*** ***

August 20,
Ref:
***
"Verdana","sans-serif"">
*** ***
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