Hughes Network Systems

To whom it may concern,
I am greatly frustrated with Hughes net Go due to poor service and poor customer service, I canceled my agreement with them in JulyI paid their cancellation fee willinglyThey notified me that I would receive a box in which to return their equipmentI did not receive the box within that first week so I called them I was told that the box would be sent out at the end of the next billing cycleI waited a few more weeks, no box, and called them againAgain, I was told that I would not be charged and that the box would be arriving It has not yet arrivedToday, I find out that they have charged me $ Absolutely livid because I had attempted to contact them twice to notify them that I was waiting for this box, I contacted them today and had to speak with three different representatives and two different supervisors What it comes down to is they claim they sent the box this morning but they can't refund me because they don't have the equipmentI explained to them over and over again that I have the equipment ready to go, it's been ready to go for about two months, but I've been waiting for their box I asked them if this was common practice because I feel like this is a big gigantic scam! I am a very organized person and all of the equipment is ready to go and I will absolutely send it back as soon as I get their silly boxIn the meantime, I have to follow up with my bank and go through with charging them back for that charge The manager threatened that they would potentially send me to collections if they don't receive the equipment if I charge back This terrifies me because I have credit over and collections should never even be on the tableI will send them the equipment as soon as I get the box thatI have been waiting for for two monthsWhat worries me is that they might claim something differentThis company is just so shady and it scares me that I ever even gave them any of my financial information! I highly, highly recommend that nobody ever sign an agreement with this companyThey are in the business of scamming honest peopleSad

We have a Residential and Commercial account with HughesnetWe canceled our Commercial accountThe day after I canceled the account the immediately charged my checking account $958.00, I phoned them to find out how and where to send the equipment back to get my money backI was told they would wave the early termination fee of $but I would not get the $back, whether I returned the equipment or notThis was not told to me when I signed up for the serviceThis company took my gas & grocery money for equipment that is of no use to meI want my money back and they can have their equipment backPlease warn others of these practices that are just wrong

March 12,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
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Complaint ID ***
Dear *** ***:
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding his HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account was activated on February 19, 2014.
*** expressed that when he called to request service he was told that he would be set up under a lease option that and that his monthly cost would be $plus $for the rental of the equipment*** states that once his service was activated the card on file was charged $which consisted of equipment purchase, installation fee, and monthly service plus taxesOn February 26, 2014, a courtesy credit of $was placed on the account
In light of the difficulties *** experienced with our service, we have credited $to the account and if *** wants to provide a credit card that can be used to refund, we can process that for himIn addition, we have switched the account to reflect the lease option and not purchase
We sincerely regret any inconvenience that *** 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]

July 11,
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*** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear ***:
In response to your letter to the Executive Customer Support division of Hughes it is our understanding that *** has some concerns regarding her HughesNet service and is seeking to cancel without penalty.
At the time *** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesOur subscriber agreement contains specific language advising our customers that we do not guarantee minimum speedsHNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS
Regarding ***’s request to cancel without penalty, please be advised that when *** 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 agreementConsequently, we believe that we have a contractual right to assess these fees. However, in recognition of ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
In light of the difficulties *** encountered with our service; Hughes has waived the early termination fee bringing the amount due to $
While Ms***’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts
*** may contact me with any additional questions
We sincerely regret any inconvenience that *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

[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:
Regards,
*** *** *** Dear Revdex.comI will not be satisfied until I have in writing that my credit card information is completely removed from their records, today I was charged for cents. I assume this is to see if the credit card is active for an additional charge. I want my card off file and I will not be happy until this is done. I have been lied to by numerous agents, I have caught them in their own lies by recording the conversations. Then they magically seem to fix the problems that I have. I WANT IT IN WRITTING that Hughes Net High Speed Internet will not charge me again. Once I get my cents back (its the principle not the amount). And my I have in writing that Card Numbers are no longer on file. This is what I expect from their business.***

April 12,
size="2"> *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: *** *** Complaint ID # *** Dear ***: In response to your letter to the Executive Customer Support division of Hughes, we are unfortunately unable to contact *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding her HughesNet service. In order to bring resolution to *** complaint, Hughes would need the account number or phone number associated with the account*** 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 ***’s concerns and expectations relative to her accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with *** Very truly yours, *** *** Executive Customer Support *** [email protected]

February 18,
0pt;">*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear ***:
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that *** has some concerns regarding her HughesNet service
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ***’s frustration.
“For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment
You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cablesIf you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”
We have created a complimentary dispatch for *** to successfully return his equipmentA certified technician will be contacting *** at the number on fileThe equipment needs to be returned within days of the cancellation date*** may contact me with any additional questions at the number below
We sincerely regret and apologize for any inconvenience that *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

June 23,
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*** *** ***
*** *** ***
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
*** ** ***
Dear MrDennis:
In response to your letter to the Executive Customer Support division of Hughes, It is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr***’s service was activated on January 22,
At the time Mr*** ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised that there are no calls to report any issues with Mr***’s service since it was installedIt is advised that he reach out to our customer support to troubleshoot the service to insure that it is operating as it should
We sincerely regret any inconvenience that Mr*** 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,
Darron W***
*** *** ***
***
***

August 15, *** *** *** Trade Practice
Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** *** File# *** Dear *** ***: In response to your letter, to the executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding her service and being charged the full amount dueAfter further review, we have issued a credit to the account of $This credit reflects both payments made in July Multiple payments were made as a result of the account having a balance that forward to the following month
When paying on line there is a button at the bottom of the page that needs to be unchecked if customers wish to only make a partial payment instead of the amount due*** ***’s account is currently on invoice billing
*** ***y has any additional questions she may contact me at the number belowWe sincerely regret any inconvenience that *** ***y may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationVery truly yours, Ecole F* Executive Customer Support ###-###-#### [email protected]

[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: I'm constantly without service,times out of I have NO connection, or it freezes on me in the middle of bankingBut yet they continue to charge me the
full rate regardless, this is a rip offAnd I have been telling friends / family this as well, giving bad word of mouth, I have also contacted the FTC (federal Trade commission)Who can do more for
me (federal) ,and know I have contact with both of my Senators (federal) where I do get satisfactionMY computer is brand new when we got Hughes net, so if there's anything wrong to it ?,
They did it, to the computer remotelyTypical big business - ONLY care about the money,NOT the service / product
Regards,
*** *** ***

July 7,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File# ***
Dear *** ***:
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that *** has still has some concerns regarding her service
“For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cablesIf you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”
It is the customer responsibility to remove the foot plate attached to the site and fill the holesIf *** needs the dish removed from arm of the dish this is billable to the customer at $
We will be unable to waive the de-install fee
We left *** a message informing her of our decision on 06/24/and we are still awaiting a return call
We sincerely regret any inconvenience that Ms*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

September 26, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear
*** ***: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** *** to resolve the outstanding matter. It is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s account is registered to *** *** and was activated on March 11, and requested to cancel his service on April 7, Due to the account being cancelled outside of the month commitment period, there is no contractual agreement and the early termination fee of $does not applyRegarding *** ***’ concern of requesting a refund, our records do indicate that after the amount in question of $was refunded a reversal was made for the same amount as a result of a disputed charge*** ***’s account has be credited the disputed amount of $However, due to the fact that *** *** has been rewarded the funds from her financial institution, there is nothing to refund and she does not have an outstanding balance We sincerely regret any inconvenience that *** *** 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, Darron *W***Executive Customer Support###-###-####[email protected]

June 11, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear ***
***: In response to your letter to the Executive Customer Support division of Hughes, we have contacted *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that the service was activated on April 9, Regarding ***’s concern, the corporate office doesn’t manage damage claims; however we have contacted the distributor on his behalf*’s damage claim was forwarded to the distributor that handles escalations resulting from damage claims and the distributor is in the process of getting an update from the installerWe spoke in detail to *** and explained the damage claim processThe installer apparently informed her that an invoice should be submitted to Hughes for reimbursement*** was giving the contact information for the distributor in order to have her damage claim escalated to the dealerAs a courtesy we have issued a one month service credit in the amount of $The monthly rate is $49.99; however there is a service credit of $on the account for five months. We sincerely regret any inconvenience that *** 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]

[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 However I have reviewed my account as of May 15, of And there is no records of such amountDear Better Business BereauI would really appreciate if you can please help in recovering the$until then we can close this complaintThank you
Regards,
***, And *** ***

June 2,
text-align: justify;">
Mr*** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
Complaint ID ***
Dear Mr***
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on March 31, On April 28, Ms*** requested to cancel the service and was advised of the early termination fee in the amount of $as a result of canceling within the contractual period
At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised that Ms*** was informed that the service was working as it should and there were issues with the data allowance being exceededTo reiterate Hughes can’t guarantee speeds for satellite internet service however Hughes does have an acceptable parameter of capable speeds based on the service plan
Regarding Mr***’s request to cancel without penalty, please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesIf it is found that there are issues with the service and it’s not operating as it should Hughes’ advanced support can attempt to resolve those issues and if they can’t be resolved we are happy to allow the service to be canceled without penalty
We sincerely regret any inconvenience that Mr*** 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,
Darron W***
*** *** ***
***
***

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. However, as of May 14, the credit HAS NOT been applied to my credit card. I request that the status of this complaint stay open until I confirm the credit has been processed.Regards, *** ***

[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:
Regards,
*** ***
No, this will not remedy the problem that has existed since the beginning with this companyright here is a very fine example one of the various issuesI plainly stated in my original complaint that I was overjoyed that I only had months left in my contractso they issued me a dollar credit to apply ten dollars a month over the next monthsso they say they will give me dollars when they know at most all I can use is they are a very shady company and I have experienced things MUCH more serious and worse than thisthe bottom line is this company has terrible customer serviceI called them back to speak about this and they didn't have any idea what I was talking aboutafter many failed attempts to explain what was going on to the girl who assured me she could handle my concern, I asked to speak to her superiorafter minuets on hold, I gave updollars worth of credit on future bills that will never come is not going to make up for years of bad serviceI would PAY dollars just to let other people know about this company before they make the same mistake I did and sign their contractthe man who tried to show good faith and issue the credit also misspelled my name, repeatedlyit was correct the first time, then wrong every otherim not perfect, I make mistakes as well, but my name is not that complicated and it was on top the page if there was ever a questionits really not that big of a deal, im accustomed to being treated poorly by hugesnet, but it does show a glimpse of my complaintat any rate, no, im not interested in their offerim interested in warning others and letting people know the truth when they research this company before trusting them with their hard earned moneyI wish I would have known before I did
thank you

February 21,
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*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear *** ***:
In response to your letter to the Executive Customer Care division of Hughes it is our understanding that *** has some concerns regarding charges to her HughesNet account
After further review, our records reflect that Hughes has a bill date of every 26th of the monthHughes will attempt to charge the credit card on that dateHowever, it depends on ***’s financial institution when the charge will reflect her credit card
*** may contact me at the number below for any additional questions
We sincerely regret any inconvenience that *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]
###-###-####
[email protected]

Service is completely unacceptable,the speed is horrible and we can't get any business done I have only had it ~days, spent weeks away from home attending to my mother's funeral and estate and have barely used the equipment Called to discuss / cancel the service, explained that my mother had passed and this had impacted my ability to notice problems sooner and or call to cancel sooner They could care less I was hit with a $cancellation fee, have to disassemble equipment on the roof, plug holes myself and return Unbelievable service quality, lack of service quality

August 7, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404 Re: *** *** Complaint ID *** Dear ***
***: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding his service Regarding *** ***’ concerns of his data being depleted, we have our highest level of technical support investigating the issue*** *** account has been forwarded to our corporate engineers for analysis and our advanced support agents will follow up with *** *** regularly with any updatesAs a courtesy we have applied a credit in the amount of $for the last two months of service*** ***’ service plan is $per month and is in the third month of a three month $service credit We sincerely regret any inconvenience that *** *** 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, Darron *W***Executive Customer Support###-###-####[email protected]