Hughes Network Systems

January 22, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 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 Mr*** account was activated on December 26, and requested to suspend his service on July 31, due to loss caused by a fireMrBown’s service was ultimately canceled on December 20, Per our subscriber agreement, Hughes is not responsible for damage or loss caused by fire, flood, wind, lightning, earthquake, or other acts of GodWhile we understand that this has been a traumatic experience for Mr***, unfortunately Hughes isn’t able to waive charges regarding his situationIn those situations the customer must file a claim with their homeowner’s or renter’s insurance to cover the cost of the loss Regarding Mr*** request to cancel without penalty and have the balance waived, please be advised that when Mr*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr*** circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr*** experienced with our service, we have issued a credit for the service charges in the amount of $In addition, we have waived half of the early termination fee in the amount of $Mr*** will need to file a claim with his insurance company to cover the remaining balance of $which includes the equipment cost and half of the early termination fee. 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***Executive Customer Support###-###-####***

March 14, 2014">
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington, DC 20005-
Re: *** ***
Case # ***
Dear *** ***:
In response to your letter dated February 4, 2014, to the Executive Customer Care division of Hughes, we have contacted *** the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that *** has concerns regarding her service
Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with ***. We sincerely apologize for any inconveniences that have been caused to *** during this time. As an executive courtesy, Hughes has run remote diagnostics on ***’s system and created a technician to visit her site. *** claimed she was working a lot and did not have good phone reception at her home, so Hughes gave *** the contact information for the dealer. Upon completion of the site visit, the remote diagnostics came back favorable.
We sincerely regret any inconvenience *** 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
###-###-####

[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:
Where is the response to bait and switch?
Also, I, *** ***, was allowed to set up the account, I will be the one to cancelBut this has nothing to do with the bait and switch.
Regards,
*** ***

December 23, Dear *** ***:In
response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support
representative reviewed all pertinent database records. Our records indicate that *** ***’s
service was activated on March
12, On December 16, 2014, *** *** called to inquire
about cancelling his service but stated that he was only thinking about
cancelling his service at this time. As
a result of cancellation within his contractual agreement, *** ***’s account
has an early termination fee in the amount of $280.00. Regarding
*** ***’s request to now cancel without penalty, please be advised that when
*** *** 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 is contractual agreementOn March 28, *** *** upgraded
his service plan, at which time the agent would have gone over the terms and
conditions of his service. On October
12, 2014, *** *** downgraded his service plan, at which time the conditions
would have been reviewed again. We have referred
*** *** on December 9, and December 16, to the Hughes legal
website to print off his contract as well as providing him on December 16,
with the name and telephone number of the installer that set his service
up. Consequently, we believe that we
have a contractual right to assess these fees However, in recognition of *** ***’s
financial circumstances, Hughes agrees to make an exception regarding our
cancelation policyIn
light of *** ***’s difficulties, we have issued a refund on 12/23/in
the amount of $ to the credit card account on file representing half of
the early termination fee. If
*** *** has any questions, he can contact me at the telephone number listed below,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,Nancy MExecutive
Customer Support

March 12,
*** *** ***
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 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 ***’s service was activated on October 21, Please be advised that per Hughes’ subscriber agreement, all customers can cancel within the first days of service without penalty.
Regarding ***’s request to cancel without penalty, please be advised that when *** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policyIf *** wishes to cancel his service we can waive half of the early termination fee
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]

I have been with HughesNet since, 02/07/and I had no issues with their old internet at firstWhen our contract was over with HughesNet they would call at all hours of the night wanting to renew our contract and we stated at the time we were not interested in renewing the contract, since we had no issues with the service and then boom, no internet for hours a day, would run outNever ran out before and was doing the exact same thing everydayBut at least at midnight it would reset itself to full speed!
Fast forward to June I would have no internet after going online within hours after amSo forced to upgrade the service and renew contract!! Yes, forced into it! After getting the new service hooked-up, no more problems of running out of internet at all! Then HughesNet calls in July and checks and see if the internet is working better nowWell, my husband stated "YES" and the next week out internet time starting going down, conveniently after HughesNet callsNow it is August and NO INTERNET! Keep in mind, my bill get automatically taken out of my account on the 7th of every month!! I have been out of Internet for going on weeks and it is the 16thand the bill is paid on the 7th and still no internetI was informed that the internet will reset itself at midnight on the 17thdays after paying internet, and still no internet! I have had tokens that was saved since I have never needed to use tokens until weeks ago! And went through all of themNow, it cost $a token, if I want to keep using the internet before midnight! HughesNet Customer Service is I find to be the worst experience ever!! They don't listen they try to talk over you, while you are trying to discuss the issue

July 22, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** * ***Case # ***In response to your letter to the Executive Customer Care division of Hughes, it is
our understanding that Mr*** has some concerns regarding his HughesNet service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, we show Mr*** service has usage up until the third week of JuneThe monthly payment for June was $Hughes has issued a refund of $to the credit card on file.Please be advised that when Mr*** subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within (45) days after the cancellation date. It is the customer’s responsible to ship back the equipment and there is a $charge for a technician to remove the equipment. We sincerely regret any inconvenience that Mr*** 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,EF* *** *** ***
***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

November 12, 2015Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** *** *** ***Dear Mr. ***In response to your letter to the executive
customer care division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service Our executive customer care representative reviewed all pertinent database records prior to establishing contact with Ms*** Please be advised when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period “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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms***’s frustration and concern. Hughes listens to the sales call and Ms*** was advising her service will be $plus the $lease fee and applicable taxesAfter review of the account, there is a $credit for (3) months that will offset the lease feeIn addition, the additional warranty fees have been removed from the account.In light of Ms***’s issue, Hughes has provide a credit of $off for (12) months to the account. 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,Ecole F*
*** *** *** ***
***
***

Worst customer service I've have ever seen in my lifeAfter the frustrationIt's actually comicalThe only thing the did that they said they were going to do is bill me dollarsI'm glad the installer never showed up or calledIt saved me the trouble of having to stay in a two year contract with these peopleI've lost dollars pay to be there for the install, and it's two days later and multiple hours in calls to them and they still are no closer to resolving the issueI just called to cancel the order and was conveniently told there system was down I would have to call backGood grief! They still couldn't tell me what happened to the installer

Internet service is poor, unable to use it for streaming of any kind Started out paying $64/mo, thinking this was my monthly bill and after months it increased to $91/mo Called to ask why and was informed it was only a temporary rate, I was never informed that my bill would increase after a certain amount of time I then asked to cancel the service because I cant pay $91/mo for internet, especially a service that doesn't work I was informed that I had a year contract and it would cost me $to cancel I said I never agreed to a year contract and was informed that I made a verbal agreement I have no recollection of a year contract So, now they have me, I either pay $91.00/mo for the next months for bad internet, or pay the cancellation fee Neither option is a happy one

I have been trying to cancel my service with Hughes Net since January I am not locked into a contractIn January they offered a free month while they "looked into" my complaints but assured me the account would be suspended and I would not have to call backI didEvery month I have had to callIt is now April and I am still having to call this company once a monthAs of April, my account finally shows suspended, but I have yet to get the return boxIf the return box is not back within days, you get a $chargeNever again will I use this companyI have never worked with a company that takes four months to cancel serviceIt is absurd

May 15,
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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 his HughesNet service.
Please be advised when *** subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware 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
After further review, in light of the issues *** experience with our service; Hughes has waived the remaining disputed early termination fee of $The amount due is $
*** needs to ship back his equipment within days of the cancelation date to avoid being charged an unreturned equipment fee
*** may contact me at the number below 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,
*** ***r
Executive Customer Support
###-###-####
[email protected]

July 22,
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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 the price he was quoted when attempting to order our service
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands ***’s frustration and concern. In light of the issues **. *** experience with ordering our service; Hughes will issue a one month service credit to his account if he subscribes
*** would need to contact me at the number below 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:
This is NO WAY addresses the issues raised The core issue is that we have NO CONNECTIVITY The slow speeds are secondary We have tried many many times to "trouble shoot" with advanced tech support - it has not resolved the issue Customer service is frustrating and unhelpful If HughesNet thinks pointing to an agreement signed for a service that is not delivered they are mistaken
I simply requested a tech come and look at our installation to work out why the service cuts out numerous times a day They failed to address that issueSeems the complaint to to Revdex.com is pointless...is there any other recourse as this really is unacceptable?
Regards,
*** ***

September 16, 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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s account was activated on March 20, and requested to cancel her service on April 2, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not applyWe have located the missing equipment associated with her account*** ***’s account has be credited the disputed amount of $214.25. 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 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 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 ***’s service was activated on February 22, On June 5, 2014, ***’s account was cancelled. As a result of cancellation within his contractual agreement, ***’s account was charged an early termination fee in the amount of $370.00. Regarding ***’s request to cancel without penalty, please be advised that when *** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties *** experienced with our service, we have issued a credit of $to his account representing half of the early termination fee and that amount will be refunded to the card on file. 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]

May 12,
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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 Please be advised that when *** subscribed to the HughesNet Service; she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service, prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy
After further review, we have issued the remaining credit of $to the account, bringing the amount due to $
*** may contact me at the number below with any additional questionsWe 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 meThank you very much for your considerationVery truly yours,
*** *** Executive Customer Support ###-###-#### [email protected]

June 18,
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*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
Case# ***
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
After further review, ***’ account reflected a balance of $which consists of April and May billing cycle
The amount charged on 05/28/is a valid chargeIn light of the difficulties *** had with paying her bill; Hughes issued a credit to her account in the amount of $as well as $off her account for (4) months
Unfortunately, Hughes will be unable to issue any additional credits to the account
*** may contact me at the number below 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
Sincerely,
*** ***
Executive Customer Support
###-###-####
[email protected]

July 2,
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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 her HughesNet service.
Our Executive Customer Care representative reviewed all pertinent database records.
“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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”
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 agreement. Consequently, 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, we have waived the remaining early termination fee of $285.00, bringing the closing balance to $A box will be shipped to the address on file after cancellationThe equipment would need to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment fee.
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]