Hotwire Communications, Ltd.

August 4, Ref: *** Amy R*** Dear *** ***, We appreciate MsR***’s comments and concerns and sincerely apologize for any inconvenience that she has experiencedOur technicians have been to the customer’s location to work on resolving the customer’s issuesOur network engineers have
also monitored the customer’s issuesWe have issued the customer a credit for months of serviceAgain, we apologize to MsR*** 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

[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 it is fruitless to pursue this any further at this time.
Regards,
*** ***

December 8, 2015ID: *** background: rgb(227, 242, 245);">
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we
sincerely apologize for any inconvenience that she has experienced.
*** *** was bill
from June 26, to November 18, for phone service. A credit ($122.05) has been applied to her
account (*** *** Cr: ***)
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

June 19, Ref: *** *** *** Dear *** ***, We appreciate *** *** comments and concerns and sincerely apologize for any inconvenience that she has experiencedHotwire has sent technicians out to work and investigate the Internet issueAs a courtesy we have issued her a day
courtesy credit of Internet 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, Karen W*** Escalations 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:
As previously stated, the full month of December was billed ($165.37), and then
billed again on the January bill ($38.95)This is in addition to more than the full rate
being billed ($270.90) for January when no services are to be provided.The
total billed between December and January was $(DEC) and $
(JAN)The service was supposed to be terminated on December as per
multiple conversations with customer serviceThe total pending refund
of $does not cover the over billing for December and January.If
the amount due for the full month of December was $165.37, prorated for
seven days would be approximately $Subtracted from the refund of
$448.01, the resulting final bill should have been approximately
$410.67.After the credit of $is applied to the "due" amount of $20.53, the result is $This is over $off of the correct amountThis is due to the full billing in December with no refund
Regards,
*** ***

April 14,
***
*** ***
Dear *** ***,
We appreciate *** ***’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.
*** ***’s service has been upgraded on April 13, service
order ***
class="MsoNormal" "
text-align:justify;text-justify:inter-ideograph">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 she has experienced.
*** *** has been contacted by our customer service supervisor (James) on 8-8-
in regards to her internet service issueAn appointment for a service call was
scheduled for 8-14-In the meantime our technical support team also checked
the data service remotely, confirming the service showed restored internally
*** *** was contacted again by me and customer service supervisor James
multiple times leaving voice messages to confirm if she still was experiencing
a continued service issueUnfortunately, we did not receive a response from
*** *** and therefore we retained the service call scheduled for 8-14-The
morning of 8-14-*** *** contacted customer service requesting to cancel
the scheduled service callTo date I have not spoken with *** ***, but I
have emailed her directly apologizing for the service outage and providing my
contact informationAs a courtesy to *** *** for the lack of internet
service I have issued month complimentary internet service on her
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,
Erica M***
Executive Senior Call
Center Agent
Hotwire Communications,
LLC

January 5, Ref: ***
*** ***
Dear *** ***,
"text-align:justify">We appreciate *** ***’s comments
and concerns and sincerely apologize for any inconvenience that *** *** has
experienced.
The cable, phone, and internet
service are now working correctlyThe customer has been issued credit for
their inconvenienceAgain, 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

Ref: [redacted] 13px;"> [redacted] Dear [redacted] ,
We appreciate [redacted] ’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
[redacted] contacted customer
service and requested to disconnect her account effective 2-10-The
disconnection was completed, but due to a billing system error [redacted] was
billed for unreturned equipmentHotwire acknowledges this mistake and has
reversed all equipment charges from the account
Again, we apologize to [redacted] 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,
[redacted] Executive Senior Call Center Agent
Hotwire Communications, LLC

Ref: ***
*** ***
class="**oNormal">
Dear ***,
We appreciate ***’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced.
Recently, I had the pleasure of
speak with *** directly regarding the trouble she reported about her
cable service and her experiences with customer serviceWe have identified the
cable issue and have taken the necessary steps to repair the problem for the
property where she residesUnfortunately, *** did inform me she is
still experiencing trouble with an HD channel that appears in standard
definitionShe has declined to accept a service call to remedy that problem at
this time, but has been instructed to contact me directly should she require
any assistanceAs a courtesy to *** we have provided her with a
monetary credit toward her account for her inconveniences
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

November 8, REF # *** *** *** *** Dear *** ***, We appreciate *** ***’s feedback and concerns about our services and sincerely apologize to her for the inconvenience that she has experienced *** ***’s problem with her service
issues was corrected on November 7, with a technician’s visit to her home We have added a credit for the time her service wasn’t working and also a courtesy credit for her inconvenience Again we apologize to *** ***’s for any inconvenience she 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

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,
*** ***

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

September 7, 2017Ref: *** ***Dear *** ***,We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.After review of *** ***’ s account we have determined that a credit in the amount of $ will
be applied to *** ***’ s account and his Hotwire account # *** has been closed effective August 1, 2017.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

December 21,
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 fiber has been
placed in conduit and buried as of Friday, December 18,
A one month 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

August 12, Ref: *** *** *** Dear *** ***, We appreciate *** ***’s comments and concerns and sincerely apologize for any inconvenience that she has experienced I spoke with *** *** to advise her I have added Trouble Ticket # *** and have
scheduled an off hour time requested by her to correct her Internet problem As a courtesy we have applied a three (3) month credit for her Internet Services Again, we apologize to *** *** for any inconvenience. We are open to our customer’s 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, Carolyn C***, Customer Service Representative Hotwire Communications, LLC Tell us why here

May 3, Ref: *** *** *** Dear Ms***, We appreciate Mr***'s comments and concerns and sincerely apologize for any inconvenience that he has experienced Mr*** has spoken with the property account manager in reference to the internet speeds and *** cable
servicesMr*** was advised that Hotwire is aware of the Internet issue and we have ordered a new circuit to increase the speed which will be completed in the next few monthsConcerning the *** cable services as a company we do what we can to make things easier for our customers but we are sometimes limited in distribution of video and we can only provide what *** allows us to provideAny upgrades to the *** Services would have to be decided by the property HOA Board which Mr*** can voice his concerns As a courtesy we applied a three (3) month credit for his Internet and Cable Services 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, Renee W*** 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:
Our company is still owed a credit for the months we paid that we did not receive serviceHotwire has still not reached out to us an has not provided any kind of contact information where we can discuss the matter
Regards,
*** ***

February 22,
ID: ***
***
** ***
Dear
*** ***,
We
appreciate *** ***’s comments and concerns and we sincerely apologize for any
inconvenience that he has experienced.
In *** *** called in
cable repair tickets. *** *** has been
given a day credit for Cable Services There are no current cable issues
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:
The business has contacted me and offered a monetary compensation in the amount of $
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***