Hughes Network Systems

Review: To start Hughesnet was an improper install. Technician only put 2 arms on mount and it was moving on windy days. Hughesnet has sent 1 site surveyor and 3 technicians to the house. The site surveyor said and put in his notes. That the dish had to be removed from roof, mounted on ground between grape vine and maple tree. The technician that came to house to properly install Hughesnet dish. Did not follow what was put in notes. He only moved dish over a couple inches from install, put 3 arms on mount to stabilize and put tar on holes. I tried to the best of my ability to explain to technician, that the mount had to moved down to the ground and where it had to be located. The tech would not listen. Each time we call Hughes net to explain we are having problems with internet speed they do not seem to want to listen. Having internet speed problems even when the allowance resets. It is very slow.Desired Settlement: I would like Hughesnet to take back their equipment and not charge $400 to end contract. I have also been charged $29 service fees for having technicians coming out and problem is not being fixed.

Business

Response:

July 19, 2013

Review: we started our service contract with this company on 02/15/2013 and since that time we have had to deal with lousy service and them not fixing it.

when we started our service contract with them we were told that we would have fast speeds and we have not had that, we went to our local [redacted] and used there internet wifi and they are on dial up and we had faster loading times and no problems at all, but when we are at home it takes three times longer for it to load using our connection then dial up, our modem also loses signal a lot we are having to reset the modem anywhere from at least 2 times a day to 10 times a day and for the amount of money they are charging us ( $70 a month ) we should not have any problems like that at all we have called them and complained about it several times and all they do is a manual reset and troubleshoot over the phone were I have to set with a phone in 1 hand to my ear and have my laptop in front of me while they tell me what to do, and it will work ok for about 24 hours then goes right back to doing the same problems all over again so we call them back and we go right back to doing the same steps again and I am sick and tired of doing this over and over again and the only way they will send a tech out to handle the problem in person is if I pay them to do so even after all the phone calls and complaints that is on record with them on our file, the way that I feel about all of this is that they are not fulfilling their end of the contract with us because for the amount of money we have to pay them and not getting the level of service that we were promised.Desired Settlement: all we want is for them to send out a tech and make this right by replacing their defective equipment and start giving us the level of service that they promised us, or we want all of our money refunded all the way back to when we started with them and let us out of our contract without any penalty and fee's!!!!!!!!!!

Business

Response:

July 25, 2013

Review: Signed us up for service on the phone. Credit card info given for verification not for payment, charge processed other info also not truthful.

I signed up for internet / direct tv service with Hughes net on the phone. I chose this provider based on info given on the phone. I spent a long time to complete the process. The person on the phone quoted me a price which included a bundling price and a bundling #. Service installed a payment then taken on the card which was NOT authorized. I never agreed to automatic debit payments nor was I told one would come out immediately. They was no cost at installation. I was not told I would not be able to have paper bill. Now in trying to clear up issues of the TV bill being higher than original quote I am told it will be an additional $5.00 per month. This information was never given before I agreed to service - so I made my decisions based on the information given to me.

3 Problems 1 . Told I was signing up for a bundle at a specific cost. Billed as if NOT a bundled called Hughes who did the sign up and told it was not a bundle. I have a bundle # from the sign up.

2. I gave credit card information for a VERIFICATION told there would NO CHARGE 91.00 was taken for pre billing that day and apparently set up for monthly debit billing - this is not the account I would have given - Nor was I told direct debit was my only option.

3. I am told it will cost $5.00 per month to get a paper bill. I was never told this when signing up it is about a 5% increase in the cost which added to the 40% increased in the cost of the direct tv because it is not a bundle is way more than I would have agreed to - not realistic budget for our family.Desired Settlement: I would like to pay monthly what I agreed to including a paper bill without a premium added. Refund card billed 91 dollars without authorization.

Business

Response:

August 21, 2013

Review: AFTER CANCEL THE SERVIRCES A MONTH AGO ,THEY CHARGE ON MY CHECKING ACCOUNT A MONTH OF SERVICES ,THEY REFUSES TO RETURN THE MONEY PLUSS A CHARGE FROM THE BANK ,THEY SAID I AGREE TO PAID 50% OF THE EQUIPMENT REMOVEL ,WITCH IT WAS NO TRUE,THIS PEOPLE HAVE THERE BUSINESS OVER SEAS ,THOSE PEOPLE PUT ANYTHING IN THERE COMPUTERS TO CHARGE FEES,ALSO WE FOUND OUT THERE EQUIPMENT THAT WE HAVE IN MY HOUSE WAS VERY OLD ,THAT WAS THE REASON WE DIND'T HAVE A GOOD INTERNET SERVICES FOR THE TIME OF THE CONTRACT "2 YEARS",THIS COMPANY IS DECEIVING COSTUMERS.Desired Settlement: I WANT THE MONEY BACK TO MY ACCOUNT $59.50 PLUSS $36.00.

Business

Response:

September 6, 2013

Review: The verbal quoted price 49.99 a month.In Sep.2013 an unauthorized automatic withdraw from my checking account occurred.My wife called 9/11/2013 to request billing

by mail,and was told there would be a 5 dollar charge,and that the charge was a donation to save the trees.Then [redacted]'s response was.Is it a tax write off? Then the

rep.waved the 5 dollar charge till 12/5/2013 and she was to call on or before that date to get the wave extended.Well she called on 11/12/2013 beacue my bill went from

41.54 to 56.54 I had a start up discount 10.00 for 3 months,and the 5.00 charge was on the bill. [redacted] spoke to a [redacted] and convinced my wife that we did have a 10.00

discount,and that our bill really should be 66.54,but the 10.00 discount has be exteneded till March 2014.The 5.00 charge [redacted] clammed she new nothing about a donatoin and that the 5.00 was a tax.So it looks to me that I will be paying nearly 70.00 a month just for the inter net service the nexed couple of years.I allso never signed

or have seen any contract that I can recall.I figured the installer would have given a copy after I sign.We moved in April 2013 we had know axis to the internet for three

month.Our move was a 50 mile move to a rule community.I had know time for TV or internet.All I could do was to take there word for internet service.Desired Settlement: End contract and remove equipment.

No fees for ending contract.

Business

Response:

November 25, 2013

Review: My account number is [redacted]. In November of 2012 an installer came to my residence and installed the Hughes Net equipment. When he was completed he brought out a contract stating that I was entering into an agreement for 2 years. When I called to order the service I specially stated that I would not enter into the contract because my husbands job requires us to move and I did not want to get locked into any contracts. I told the installer the same thing. Both representatives for Hughes Net led me to believe that was understandable and that I wouldn't have to do that. When I moved in October of this year I called and informed them we would no longer need their services. At this time I was told I would owe them $232.00 in early disconnection fees. Today 11/20/13. I received a bill of $732.87.

The company has failed to send me a UPS box to return their modem in, and they have made notes on my account claiming that I have agreed to pay for services that I never agreed to. An implied contract cannot work if one party makes it clear that they do not want to enter into a contract. I have stated this from day one. I expressed that I would rather not have the service if the contract is the only way to receive services. I feel that this company is deceitful and dishonest. As a consumer, I do not feel that any big business have the right to bully you and make threats against your credit, I have no problem paying for services that I have used. However; no one deserves free money. The $232.00 disconnection fee is not money that Hughes Net has worked for. I have taken nothing from them that they should get our money for free. The day and time that we live in already has us struggling to make ends meet, and because of a group of people who get up and decide that they can take whatever they want from whomever they want, cheats every American citizen.Desired Settlement: I would like a UPS box sent to my current address so I can return their property and the early disconnect fee removed. I will gladly pay the balance that is owed to them of $167.72 once this matter is settled.

Business

Response:

December 5, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated November 20, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the move and cancelation of her HughesNet service and is seeking to cancel without penalty.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was activated on November 13, 2012. **. [redacted] reports that she was promised by her sales agent and her installer that she would not be charged and early termination fee if she had to move under certain circumstances.

Hughes has a Move Program, under which a customer may relocate to a new address, at no charge, with an agreement to enter into a new 12 month subscriber agreement. Considering **. [redacted]’s overall experience and our investigation, Hughes has agreed allow **. [redacted] to cancel her service with no early termination fee. Hughes has agreed to help return **. [redacted]’s leased hardware and to waive the $280.00 early termination fee on November 27, 2013, bringing her account to a $137.69 balance. Hughes sent **. [redacted] a prepaid shipping

box and label to help facilitate the return of the leased equipment.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

###-###-####

Review: This company has taken an unauthorized $318.00 out of our checking account. We moved and returned our equiptment and was cought up on our bill in order to even cancel our service in July of 2013. It is now December 2013 and this company made another withdraw from our account on Christmas morning in the amount of $318.00. After calling this company they stated we did not return the equiptment and because I do not have a tracking number they told me I did not have proof. I then asked for the employees name whom I was speaking with so I could call and talk to his corporate office he refused several times. I ended up calling the corporate office where they told me that they had some of the equiptment there but would still not refund our money because of the tracking number.Desired Settlement: I would like the amount of $318.00 returned to our checking account ASAP!

Business

Response:

December 30, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] as well as locating his account. Hughes is wholly committed to clarifying the nature of **. [redacted]’ concern and expectation relative to his account. At this point, we need additional information to locate his account and he may contact me at the number below.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Contact was made to myself [redacted] 12/30/13 at 11:11 am from [redacted]. They have still not been able to resolve my complaint as of 12/30/13 at 5:06 pm.

Regards,

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

After further review, we have refunded **. [redacted] the equipment fee of $318.00. As well as, an additional $50.00 service fee for the inconvenience, bringing the total refund to $368.00.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Review: I talked to Hughes Net about purchesing my own equement from them and the lady I talked with told me she wasn't sure that I could purches the equement and said she would have yo get back with me on the matter. The woman never called back to let me know if I could purchase the equement or not. Two weeks ago I reo different e-mails from Hughes net saying my ordered. I e-mailed then back and said I had not placed an order and to get the mess cleared up. The second e-mail sent to me said my purchase was being proscessed. I again e-mailed them back stating I did not authorize any purchas and they needed to get this matter straightened out. Yesterday I was looking at my bank statement on line and these people had taken $361.52 out of my account without my permission witch thru my account into an over draft of $32.50 They were only suppose to take out $61.52 from my account. I want that money put back into my account plus the $32.50 for the over draft because it was the companys fault this happened. I argued with Hughes Net for about 45 minutes and they daid I authorized them to to take the money out for the merchandise I am renting. I never at any time authorized them to take the money out for the purchase of the merchandise I am renting because the lady on the other end said she didnt know if I could still purchase the merchantdise and would call me back which she never dide. I want this money put back in my banking account. If these people cannot do their job right I wii follow charges against them.Desired Settlement: I want them to put the money back into my checking account along with the $32.50 overdraft they caused and I want them to quit screwing up my account and only take out the money they were approved to take out.

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’ service was activated on October 23, 2013. Regarding **. [redacted]’ concern of being charged to switch her account from lease to purchase, on November 13, 2013 **. [redacted] called to request to purchase the equipment and was notified that the installation cost would be $199.99 and the equipment purchase fee would be $199.99. **. [redacted] was advised that it would take 3-5 days to process and to call back during that timeframe to follow up. The order to switch the account from lease to purchase was completed on December 5, 2013 and billed to the card on file. At this point as a one-time only courtesy **. [redacted] account has been reverted back to the lease option.

In light of the difficulties **. [redacted] experienced with our service, we have credited $297.55 to her account and have refunded that amount to the card on file on January 9, 2014. The difference of $63.52 from the $361.07 she was charged reflects the cost for monthly service and lease fee for that invoice. She should see the refund reflected within 24-72 hours. In addition, we have switched the account to reflect the lease option and not purchase.

Regarding **. [redacted]’ concern about overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes isn’t responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.”

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Review: We have had numerous troubles with Hughes Net, after becoming a satellite internet service customer back in September of 2012.

First off, we have authorized Hughes Net to take out a payment from our bank account monthly, in the agreed amount of $49.99/month per the original agreement back in September, 2012. This amount was to not exceed $59.99/month at any time.

Since that time, we are constantly being told a different amount due. We have been charged upwards to $85.00 per month, without explanation. We had never authorized Hughest Net to charge us for the monthly service charge fee, if there is a need for repair.

This month, we had extended our payment due date to October 26th, 2013. This was made last month with a "[redacted]" from Hughes Net. The case #: is, [redacted]. The original payment due date was the 11th of each month. [redacted] ensured me back in September of 2013, that our payment was not due until October 26th, 2013.

Now, we are getting past due reminders when we are on the internet. (since 10/9/13). We contacted Hughes Net. They are now saying we owe over $100.00 in order to not be shut off, and also to pay a "pro rate" fee???? This after we explained our Case # with [redacted] and change in the monthly billing due date.

The service is also incredibly slow. The pages freeze often. When calling into get help, it is truly excruciating to wait and get assistance. We were with a customer service per[redacted] for a half hour the other day, going round and round about what we owe per month, and why it is suddenly higher and also confirming we had indeed changed our payment due date with a Case # confirmation. They didn't help what so ever and kept putting us on hold.

We are uncomfortable with the sudden pro rate and up charges and access to our account. We are also unhappy with the lack of records and deceit in the due date after changing it. This is fraudulent.

We have been friendly and patient and now are seeking your assistance, and possibly going to the State Attorney General's office for help as well.

Also, when we have tried contacting the company in other forms, due to lack of time to sit on hold for a half an hour, the email to them crashes after filling out the entire online form to properly contact them to reach a conclusion.Desired Settlement: We wish for the due date to be changed permanently to the 26th per month.

We wish for the charges to be the original $49.99/month we had agreed upon when we first started with Hughes Net.

With the over charging fees, we wish for that to be credited to our bill, so as to be fair and honest business and we have been over charged for.

We wish for the end of "payment due" interruptions during the use of internet immediately.

And, the end of the fraud to the "pro rate" and insurance fees we had never agreed to.

Business

Response:

November 1, 2013

**. [redacted]

Trade

Practice Consultant

RevDex.com

1411 K

Street Northwest 10th Floor

Washington,

DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter

dated October 20, 2013, to the Executive Customer Care division of Hughes, we

have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding

matter. Unfortunately, we have been

unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **.

[redacted]’s concerns have been fully addressed.

We would like to request additional methods for

us to reach **. [redacted]. Please provide a different phone number where he can be reached

and/or email address. Our records indicate that **. [redacted]’s

account was activated on September 11, 2012. Hughes has issued a credit for the

Express Repair charges and has changed the billing date to the 26th

of the month.

Hughes is wholly committed

to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns

as soon as possible, and are appreciative of your efforts in facilitating

contact with **. [redacted].

Sincerely,

Office of

Executive Support

###-###-####

v

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a rea[redacted] why you are rejecting the response. If no rea[redacted] is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

We were never once contacted by anyone from Hughes Net as the response claimed.

Review: On December 3, 2013, I ordered Internet Service from HughesNet. My order number is, [redacted].(I did not receive the email stating I had bought the service) I ordered the data plan that they thought was best for me after I told them that we streamed online movies and I needed it for online school. This plan was 39.99 for the first 3 months.The amount that came out the first month was 51.75. They have a 30 day trial to see if this suits you. On December 23,2013, I called and said that I wanted to cancel my order, that I was dissatisfied because the data plan ran out that day. I had called earlier that day to see why my internet connection was so slow. The automated voice said,"if your internet is slow, you have run out of data and need to purchase more data." I purchased $10.00 more data. It ran out by that evening hence the reason of calling dissatisfied. The man I talked to offered me an upgrade that would cost me the same no questions asked. This upgrade was one of the highest data allowances.He also said that if I wasn't satisfied with this and it ran out to please call back and I could cancel. The automated bank draft came out, it was not the 39.99 I agreed to. It was $63.67.

I ran out of data, again, on January 14,2014. I called and canceled my service but not BEFORE I was offered 3-4 times to upgrade because canceling outside of my 30 day trail was going to cost me 400.00! I refused to pay over the phone but they will be sending this to collections. This is absurd. I am not the only one that has told me that they are frustrated with the internet service, the customer service and the company as a whole. I don't know what this can do for me but I hope that it will help this company go away.Desired Settlement: I would like a refund of all I have paid to this company and also a letter saying that I do not have to pay the $400.00 that was never brought up in any of my phone conversations EXCEPT the phone conversation that I had when canceling my service.

Business

Response:

February 5, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on December 4, 2013. On January 14, 2014, **. [redacted]’s account was cancelled. **. [redacted] gave his approval to speak with [redacted] regarding the account. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $400.00 to her account representing the early termination fee. We spoke to [redacted] and informed her of our decision on February 5, 2014.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Review: My internet service with hughesnet quit working and I couldnt get them to send a service technician to my house to fix it.they charged me to cancle.

I startedservice with hughesnet in nov. 2013 and my Internet service stoped working in dec. 2013. When I called customer service they sent me a new modem which did not work so they sent me another one; that one also did not work so they sent another. Again it didnt work. I asked them to send a technician to the house. They gave me a number to call and Ieft a messge. Nobody called me back. I tried for a week to contact them with no success. After which I called hughesnet back and expressed my unhappiness with the service. They assured me a technician would be at my house the next day but the technician never showed up. I called hughesnet back to cancle my service. At which time they said they would chargd me 192 dollars to cancle. I asked to speak with a manager, the representative told me I could not speak to a manager and that there was nothing he or a manager could do. On jan. 29 hughesnet charged me $192 which I did not authorize.Desired Settlement: I would like the $192 refunded back to my account.

Business

Response:

February 20, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 28, 2013. On December 26, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $192.50 to her account in addition to the credit of $192.50 she received from our customer support representing the early termination fee. That amount was refunded to the card on file. We left a message with our decision on February 20, 2014.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Review: Offered me services at a specific rate on 03/16/14 w/no fees,today,03/19/14 they are offering me services with very high fees.Manager was rude.

I contacted this company on 03/16/14 wanting their services. Advised I was located in the service area, complete a credit check and quoted me a price and did not advise until the very end of the call I will need to provide a credit/debit card for them to put a $40 hold on to the card. I advised I did not have the money in my account. I called back on 03/18/14 with the funds in my account and then stated my installation date would be much later than previously scheduled. I did not sign up for their services then. I called and received other quotes and called this company back today, 03/19/14 to speak with a manager regarding the inconsistencies. When the manager spoke to me, he was rude, condesending and told me it was my fault because I should have signed up for the deal when I was approved three days ago. He stated that since my credit has been ran, they now have to charge me very high fees ($299) to provide me with the same services they were going to provide me on 03/16/14 with NO fees at all. The manager then stated it's not their fault that my credit is bad and this is all I'm qualified for. I asked him does he provide any customer service at all to the customers he speaks with and he stated, "...no...I work on the sales floor...there is a totally separate department to receive customer service." The manager degraded me and told me their inconsistencies with their pricing and fees, is my fault. I was advised their specials change, but their advertising on their website states the special ends on 03/31/14.Desired Settlement: Provide me with services with no fees assessed as originally agreed on 03/16/14 or find me another internet provider that will.

Business

Response:

April 17, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we are unfortunately unable to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure. Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted]. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: hughesnet is a terrible service. internet barley runs sometimes not at all. this is an expensive service to not work, cant get support or help.

hughesnet costs about 75.00 per month. this service is terrible. internet barely runs at first then after 20-30 minutes will not run at all. calls for help are always the same, we need delete cookies, or reset web excelleration. NONE OF THIS WORKS. cant get anyone to send someone out to help fix problem. they will not wave the early termination fee so I can get a service that works.Desired Settlement: refund all of last 4 months service and wave termination fees.

Business

Response:

April 22, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear **. [redacted]: In response to your letter, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours." We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. In light of the difficulties **. [redacted] encountered with our service, we have issued a one-month service credit in the amount of $72.00 to his account. Hughes will continue to monitor the performance of **. [redacted]’s service and is committed to working with **. [redacted] to reach a resolution. On, April 22, 2014, we left a message notifying **. [redacted] of our actions as well as advising **. [redacted] that he needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

Review: I am trying to cancel my services with Hugesnet and they will not let me cancel. They are taking my money out of my account. They are very rude.

Hughesnet will not let me cancel my account. They are continueing to take money out of my account.Desired Settlement: I just want the money to stop coming out of my acount. I want to cancel service.

Business

Response:

May 15, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Specifically, related to canceling her account successfully. After further review, we are unable to locate **. [redacted] account with the information provided in the letter. We would need the phone number or account number associated with the complaint. **. [redacted] would need to contact me with the phone number below for closure to her complaint. We left **. [redacted] a message on 05/15/2014 advising her of our actions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: salesman told us if we purchased equiptment there would be no contract and could cancle at any time without a cancelation fee. we paid $400 to buy equiptment and we decided to cancle our services and now they charged us a $385 canclation fee after telling us there would be none if we paid for equiptment. and they also told us they would buy back the equiptment but now they say they dont know what were talking about. the service was excelent for the first 30 days during the trial period but after that 30 days the service was very bad...Desired Settlement: we would like to be reimbursed the $385 fee they charged that was not supose to be charge....

Business

Response:

May 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on February 3, 2014. On May 5, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $370.00. Regarding **. [redacted]’s concern of returning her purchased equipment for credit, Hughes’ policy on purchased equipment is the equipment must be returned within the first 30 days to receive credit, however we have made an exception as a one-time courtesy and we have placed a credit on the account in the amount of $100.00. The purchase price for **. [redacted] was a net of $99.00. The equipment is $199.00 and there was an instant credit given of $100.00. Per Hughes’ subscriber the $199.00 installation fee is non-refundable. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $370.00 to her account representing the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I had internet set up with [redacted] back in January 2014 when we were moving into our new home. [redacted] had stated that my bill would be 116 a month including internet. So from what I understood is the internet was unlimited and the provider was [redacted]. That same night I went online and HughesNet had already taken money out of my account when I called they had no information for us, yet they were already taking money from our account.Well this month my bill went up 10.00 with no explanation. I am now paying 190 a month instead of the 116 I was quoted. I never signed a contract with [redacted] for this internet service. I called Hughesnet to cancel and they are wanting a 400 termination fee. I never signed anything. All I want to do is get out of this contract and be done with them without paying the "early" termination fee. There internet is slow, always has a pop up screen that states my bill is past due, weeks before it is even due I have direct withdrawl which they take themselves take the money out when due, and we can't stream any movies at all. It is a waste of time and money.Desired Settlement: Cancel without 400 termination fee.

Business

Response:

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on February 4, 2014. **. [redacted] accepted a retention offer on May 28, 2014 to receive a $30 service credit for six months. We can extend that offer for an additional six months after the first offer expires. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. If **. [redacted] chooses to cancel his service we will waive half of the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I was unhappy after the first month of internet service and cancelled my service. I returned the equipment and called to verify that they received it. 3 months later I received a letter from collections saying I owed $729.27 for equipment. When I called hughesnet, they said it had not returned my equipment. When I told them I had. I was put on hold, and when they returned they said they received the equipment but I still owed money. I asked them what the charges on my account were for the months after I terminated service and I was told they were for service. When I asked if I was charged for service after returning the equipment she said,"yes." I spoke with a manager who told me that I was charged for calling them in January and declining services. That phone call reactivated my account and made me subject to early termination,even though I received no services after that phone call.

Business

Response:

June 6, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a credit to the account. Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. **. [redacted] cancelled his service within his (24) month commitment. As a result, he was charged and early termination fee. In light of the difficulties, **. [redacted] encountered with our service; Hughes has waived half of the early termination fee, bringing the amount due to $200.00. This amount needs to be paid to bring the account to a $0.00 balance. While **. [redacted]’s account went into collections, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. **. [redacted] can contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I have been having issues with my HughesNet service for the past 15 months or so. I have contacted customer support numerous times. They tell me it was my router so I bought a new one (paid $60) that didn't work either. I contacted them again and they didn't want to help me anymore. They have hung up on me several times. I pay $63 a month and can only use it maybe half the month but I pay full priceDesired Settlement: I would like to get half the money back that I have paid for when I was unable to have service.

Business

Response:

June 18, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Per the terms and conditions of **. [redacted]’s service; “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After review of our case records, **. [redacted] is currently working with William in our executive support department. We have performed diagnostics on his service to see if there are any underlying issues and continue to work with **. [redacted] to reach an amicable resolution. We have issued a total of $176.48 to his account and there is currently a discount of ($10.00) off for 12 months. **. [redacted] may contact me with any additional questions at the number below. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I have had Hughesnet and have asked to have the service terminated or bill reduced. I do not reside at that location and every month the combination bill has been over 80.00 per month for services that I DO NOT EVEN USE! I was not aware that this was going to be the monthly service rate. It is insane.Desired Settlement: I want this service terminated and refunded for unused services since January. This is apsolutely insane to pay each month

Business

Response:

July 2, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your second rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. We have twice responded to complaint ID [redacted] regarding **. [redacted]’s account. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. As previously stated, with respect to **. [redacted] not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately however we would suggest that he call customer support to cancel or suspend his service. **. [redacted] is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to 180 calendar days per year. As previously mentioned, **. [redacted] is currently receiving the basic level of service and the rate for that plan is $59.99 plus a modem rental fee of $9.99. His total monthly rate including taxes is $78.28. The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost. The monthly plans aren’t negotiable; however **. [redacted] is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage of. Our records indicate that since his service was installed on October 31, 2013, **. [redacted] has only made one call to Hughes which was on April 15, 2014 to inquire as to why his bill was so high. He was explained the charges mentioned in this letter and the call was ended. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: HughesNet complaint

I had moved from one location to another around 4/15/2014. I contact HughesNet

to see if they service the new address in [redacted] GA [redacted] and they stated they

do service this area. I made arrangements to transfer service.

At the new location, the dish was installed and it appeared service was

activated. I went to a site I frequent [redacted] APP which I used in the past to

upload photos to and was not able too. I contacted [redacted] first thinking there

was a problem with the app. [redacted] representatives worked with me and reviewed

the process as well as ensure my account status was correct. Next I was directed

to another higher level rep who even had me remove the APP and download another

app just to make sure the was not any deficiencies. Lastly I was told to take my

desktop to another network and see if I can upload my pictures.

We'll I took it to an [redacted] Store and the upload worked within 2 minutes. Next day, I brought my computer to a friend's house to use the network and again I was able to upload my books in minutes.

I knew then the problem is HughesNet speed is not allowing me to upload. In addition, I

also contact my router maker, [redacted] and verify connection with the router. No

problem with the router. Many times just as a precaution, I use an Ethernet

connection to remove the excuses HughesNet was using to avoid dealing with the

problem.

It appears HughesNet would use a list of commands to communicate with customers.

HughesNet's Remedy:

They will inform you to remove connection with the router. Next, unplug the

modem and then power everything down; wait from 1 hour to 2 days (depending who

you were talking to). Next you will have to call back to repeat the process

again and again. Meanwhile, they record in their records that I as a customer didn't call back as if I didn't do my part.

I went through this scenario for months. This is quite frustrating by design to establish an ongoing continuous

call back and complaints.

No where in the conversation, did HughesNet try to resolve the issue besides

repeat the above scenario. I asked countless times for them to send someone to

look at the modem or review my speed. Their resolution became to increase my

data usage increasing my monthly payments from approximately $60 to $80. Again I

was unable to use my [redacted] App. Called HughesNet again on 6/4/2014, HughesNet told me to

increase my data usage. Desperate due to the back logs of my orders, I agreed to

send off my book. Now my monthly bill is $108. Again, it did not work.

I emailed HughesNet informing them they had a week to clear up the proble** they

were causing and I want my original billing contract because I did not have

these problem at my previous address. I have documented internet speed test to show the poor speeds.

Also, documented how slow the system is and how it keeps working (activity lights on their modem) even when it's not connected to the computer.

Next thing I know, I had used used up my monthly data allowance on 6/12/2014.This has happen on prior occasions in recent months.

It appears I use up data within 4-12 days, then Hughesnet downgrades my service or throw me a token or better yet, I can buy them??!!

How? Why? Why will they not assist with this problem. This was the initial complaint I had informed Hughesnet of from the beginning.

I made numerous attempts to resolve this issues and they would not help. Meanwhile, my business is back

logged due to my inability to provide photo books which is the basis of my

business and I had to pay additional express shipping to expedite and the

embarrassment of telling clients I have a internet problem that is not their

fault. My reputation is important to me and my business.

Now that I have validated all associated hardware and software connected with my

internet experience and found HughesNet the primary reason for slow speeds which

is far less then required speeds needed for me to do business. Also, I would

receive system downgrades which slow down your system even more. This would

happen every month and the rep had the nerve to even request I get a business

account.

On 6/12/2014, I could not paid for a service that was not meeting the usage plan

I needed. I was force to cancelled the service due to HughesNet failure to

remedy the problem. HughesNet did nothing because the cannot provide the service

and speed agreed upon. Next they make it your decision to cancel and record the

decision as if you volunteer to cancel when it's pointless to continue to pay

for a service that does not work. The representative first stated the account

will end at the end of the billing cycle. I asked why should I continue service

in a downgraded state? HughesNet has a token system that I see as a way of

providing you more usage about 1-2g which is used up in a hour or 2. I didn't

want tokens but a resolution to why is there so much data usage for 1 household

computer and nothing change from my usage at the old address.

Another issue I had with HughesNet is the auto-pay system. I checked the box for

them NOT to auto debit my account. I have seen activity from HughesNet where

They have debited my account for more then the understood amount. At that time I thought I was paying for around $50 but

was charged around $70. When I complained, the representative gave me some kind of credit that will last for a year and

bring my account back to $50.

How can a company that operates in this manner, refuse to remedy the problem and

charge you for cancellation fees receive a AAA+ rating from the Revdex.com. I visited

numerous consumer sites with the same complaints against this company for years.

I wished I had check the complaints prior but that does not give HughesNet the

right to treat consumers in this manner and continue to operate as such.

I want the fees removed and be done with this fraudulent behavior and business.

Today, I have shipped (via [redacted] tracking # [redacted]) the HughesNet modem, power cord, and Ethernet cable back to them to

avoid an additional $500. If you think about it, Hughesnet stands to earn about $900 to cancel. I instructed them

not to auto-debit my card and send me an invoice. They emailed me the 2 invoice but the links fail to allow me to see the charges only if I pay.

I am in dispute with this arrangement so now I have no idea what they are charging me for the forced cancellation.

This statement will be sent to the Revdex.com, FCC, State Attorney Office and any and every Consumer

Reporting agency available until resolved as well as seeking legal assistance. My account cancellation is within the

90 days of termination. If I had continued play their remedy game, I would have

exceeded the 90 day time limit but HughesNet is charging me the fees anyway.

This has to stop and they should not continue to do business. It appears they

make more money through cancellations of poor service.Desired Settlement: I want my cancellation fees removed due to improper service and failure to assist with a remedy. A review of the HughesNet complaint practices by the Revdex.com to seriously continue the AAA+ rating that is misleading to the public. Are these ratings paid for because there's no way this company is an AAA+ seriously. Investigate Hughesnet complaints on auto-pay practices, their resolution practices and results. Review Hughesnet's inability to provide the established speeds customers pay for but do not get. Examine how the only way to possibly resolve any issue by HughesNet is by increasing data usage allowance which still does not work obtain more money for failed service. Also, review their Token practices which is a way HughesNet's of remedy for downgrading the internet use. Terrible company! I feel compelled to do my part in exposing this company for their very poor customer service.

Business

Response:

July 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 30, 2013. On June 12, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $311.00. At the time **. [redacted] requested to cancel service there was an attempt to troubleshoot the service and an offer of a $30 service credit for eight months which were all declined. All customers have 30 days to cancel service without penalty. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $155.85 to her account representing half of the early termination fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: