Hotwire Communications, Ltd.

Ref: ***
*** ***
Dear *** ***,
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We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
***’s contacted our
customer service department in December to report an issue with her
internet connectionUnfortunately, we did not receive any follow up from ***
*** advising if the issue was resolved or if she required additional
assistance*** was under the impression her service was disconnected
and therefore she was not responsible for any billing charges after December
As a courtesy, we have made adjustments to the final account balance and
credited all charges beyond December from ***’s account
Again, we apologize to ***
***’s for any inconvenience the internet and 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,
*** ***
Executive Senior Call Center Agent
Hotwire Communications, LLC

OCTOBER 3, REF # *** *** *** Dear *** ***, We appreciate Mr***’s feedback and concerns about our services and sincerely apologize to him for the inconvenience that he has experienced Mr***’s problem with his service was corrected
on September 29, with a technician’s visit to his homeI have spoken to Mr***, he has asked for a two month credit which has been added to his account Again we apologize to Mr*** for any inconvenience he has experiencedWe are open to our customer’s concerns and suggestionsWe will continue to actively respond to those 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

Ref: ***
*** ***
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Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
Please allow me to confirm Hotwire
Communications has issued a credit card refund on September 22, for *** ***The total amount of the refund is $72; please allow 7-business
for the refund to post
Again, we apologize to *** *** 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,
Erica M***
Executive Senior Call Center Agent
Hotwire Communications, LLC

November 30, 2017Ref: *** ***Dear *** ***,We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.Our Alarm technicians are aware of the issue and they are working to get the issue resolvedThe customer has an
appointment set for November 30, 2017.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, LLCTell us why here

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Ref: ***
*** ***
Dear *** ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
*** was assisted by our
Launch team and the internet installation was completed on June 14th,
As a courtesy we have provided complimentary months free of internet
serviceWe are currently still in the process of working with *** to
convert ***’s *** account from a multi-dwelling account to a
residential accountOnce this is completed she will be able to re-establish her
cable services with ***
Again, we apologize to **
*** for any inconvenience the delayed internet install 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: ***
*** ** ***
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Dear *** ***,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
I have spoken with *** ***
through several email correspondences and confirm we are accommodating an
appointment that will coincide with her scheduling needs
We provided an appointment for August 30th, 2014, but unfortunately
this appointment was declined by *** ***We currently have the
appointment rescheduled per *** ***’s request for September 5, I
will continue to monitor the appointment and also follow up with *** ***
to ensure all her concerns have been fully addressedAs a courtesy, we are
providing *** *** with complimentary months free of her internet service
and waived all installations fees for her inconveniences
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

May 5,
Ref:
***
*** ***
Dear
*** ***,
I would like to reiterate that *** *** is not under
contract with Hotwire Communications.
*** *** can use any company that she so desires. Hotwire was not responsible for the inside telecomm
wiring of *** *** home
The commitment Mr
K*** made to *** *** as it relates to her (i) TV, and (ii) Internet
service, was; Hotwire would pay for her Hotwire service(s) as contracted
through the Home Owners Association (HOA). However, the HOA has now
changed the Hotwire contract and Hotwire services are no longer provided
through the HOA Each resident including *** *** is free to choose the
service(s) they wish to receive from Hotwire.
The Infrastructure
Fee (IF) is for maintenance of the fiber optic infrastructure amenity Hotwire
has placed throughout the community. As per the HOA agreement, all
residents in the community must pay the IF to the HOA regardless of their use
of Hotwire services
Again, we apologize to *** *** for any inconvenience these issues may have causedWe 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

Ref:
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*** ***
Dear Revdex.com,
We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
Upon routine auditing of our
billing records it was discovered *** *** has been receiving cable programming
that he was not subscribed toWe take full responsibility for this programming
error and have made the necessary changes to correct the account of *** ***Hotwire
Communications performs routine auditing of all customers’ account to ensure
all billing matches services renderedWe updated *** ***’s cable account and
billing to reflect the services he was actually subscribed toWhen *** ***
informed us he did not authorize this change to his service we immediately updated
his account to change his programming to his desired choiceAll charges
associated with the programming change have also been corrected and credited
from the account*** *** has been in direct contact with our Account Manager
regarding this matter and it has been determined no additional credits can be
issued at this time
Again, we apologize to *** *** for
any inconvenience the programming 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

December 5,Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that she has experiencedAfter review of *** ***’s account we have determined that a credit in the amount of $was refunded back to her credit card on November 15, Also effective September 12, 2017, Hotwire Communications is no longer providing service to this propertyAgain, 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, Hotwire Communications Escalations Manager Hotwire Communications, LLC

I spoke with *** *** and the account that he is referring to is not his account He could not provide the security pin number or the maiden name on the account so that I could access the account information and discuss the issues with him.Please do not hesitate to contact me if you require any additional informationThank you. Best Regards,Renee W***Executive Senior Call Center AgentHotwire Communications, LLC

*** ** ***
*** ***
*** *** ***
*** *** *** We appreciate *** *** * comments and concerns and sincerely apologize for any inconvenience that she has experienced *** *** will receive no further collection calls from HotwireHer refund request is being processed and she will receive it within 6-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, Karen W***
*** *** *** *** Hotwire Communications, LLC

September 28,2017Ref: ***Mr*** *** *** Dear Ms***, We appreciate Mr*** comments and concerns and sincerely apologize for any inconvenience that he has experienced. As a one time courtesy we have issued Mr*** an day credit of Internet Service in the amount of $which he will see on his next bill cycle. Again, we apologize to Mr*** 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

May 3, Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experiencedOur billing department is actively researching the billing dispute *** *** has been
contacted and aware the matter is being researched and we are working on a resolutionAgain, 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 Escalations Manager Hotwire Communications, LLC

March 15,
***
*** * ***
Dear *** ***,
We appreciate Mr***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
Repair Ticket *** was placed and a technician was dispatched to
resolve the
pixelating and freezing that Mr*** was experiencing with his
cable service. The trouble was found to
be with the coax in the unit The coax
was bypassed and connected directly into the ONTNo pixelating or freezing Mr*** was advised that the inside wiring
is the responsibility of the owner
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: ***
***
***
Dear ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced.
I have made multiple attempts to
reach *** by phone, but unfortunately with no success or follow up from
***At the present time *** is scheduled for a service call on
June 19th between the hours of 3-5pmI will continue to monitor the
scheduled service call and progression to resolve the cable issueOnce it has been
confirmed that the issue is resolved I will also work with *** for
compensation regarding lack of or services
Again, we apologize to **
*** for any inconvenience the cable 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

April 15,
***
*** ***
Dear
*** ***,
We
appreciate *** ***’s comments and concerns and we sincerely apologize for
any inconvenience that she has experienced.
Hotwire has determined that a
resident of the property is in violation of their subscriber policy and this
has resulted in the service disruptions reported by other residents of this
property Hotwire has taken steps to neutralize the problem and is working
directly with the resident to address this going forward
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, LLC

December 3,
Ref: ***
*** ***
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

[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,
*** ***

Ref: ***
class="MsoNormal">*** ***
Dear *** ***,
We
appreciate ***’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced.
At the
present time Hotwire Communications only offers two types of data speeds at the
community where *** residesI have personally spoken with *** by
phone and as a courtesy we are providing him with complimentary internet
service for his inconveniences over the next few bill cyclesWe are still in
the process of upgrading services for the community, but unfortunately I do not
have a specific timeline when this will be completed*** has been
informed he can contact me directly if he has any continued service issues or
any concerns
Again, we
apologize to *** for any inconvenience the internet 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

[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:
Dear ***,
I have made this complaint after suffering more than years with hotwire communications regarding internet speed and connectivity, paying $for MB speed which is too much but that is the only option I have as there is no any other company can provide us with service because of the contract they made with the community, and when I spoke with the community and hotwire about this, they said it is the fault of the other party and till now no solution, and I am receiving almost MB of speed when there is an internet connection, and I have screen shots from this speeds by speed-test app for this, and my kids goes to the library everyday to use the Internet from their to do their tests and after 9:pm at home They complete to use my hotspot connection from my carrier and it is almost gone now and I have to pay extra $15/1GB and it is not fair.
I received a call from Renee (Hotwire Representative) and I told her my problems and she told me "don't call me back and I will call you" and one day a technician came to my home with just an email notification notice at same day, and he reported this problem to his manager, and after that Renee called me on Friday just once and I was at work and she left a voicemail and I replied to her call at same day and I left a voicemail also and there was no response from her for a couple of days and I called her back on Tuesday and also left a voicemail with no response (and she said in her letter to you "she called me many times but I didn't answer"and this is not true) and after a while I called her again and she said she was in a vacation, and she realized now the problem and asked me to wait until she speak with her manger to see how to solve this problem, and till now I didn't receive any call from her or even any solution.
So please help to solve this issue as soon as possible.
Thank you so much for your understanding ***,,
Yours,
*** ***.
Complaint#: ***Sent from my ***
*** ***
3:PM (minutes ago)
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Sent from my ***
*** ***
3:PM (minutes ago)
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Regards,
*** ***