Hughes Network Systems

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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his 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. 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.” Based on remote diagnostics, **. [redacted]’s service is operating normally. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We left a message for **. [redacted] and if further troubleshooting is needed we will be happy to provide troubleshooting through our advanced technical support representative.   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]

July 17, 2014

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[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 about her account and is seeking a the early termination fee waived and modem fee waived.
 
Please be advised when **. [redacted] 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.
 
After further review, In light of **. [redacted]’s issue Hughes can create a complimentary dispatch for a technician to arrive on site to check **. [redacted]’s system components.
 
We have also applied $20.00 off for (4) months to her account.
 
At this point, Hughes will be unable to waive the early termination fee or issue a refund for the lease fee equipment.   
 
**. [redacted] would need to contact me at the number below if she would like for Hughes to create a dispatch for a technician to come to her site.
 
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.
 
 
Sincerely,
 
 
 
[redacted]
Executive Support
###-###-####
[email protected]

March 12, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted].  Our records indicate the service was activated on December 30, 2009. Regarding **. [redacted]’s concerns with the her account being double charged, if **. [redacted] is making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates. Our records indicate that a refund of $62.86 was issued on February 19, 2014. We have left a message for **. [redacted] to find out what occurred with her billing during that period.
 
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]

June 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[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 his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’ service was activated on January 6, 2014. On April 24, 2014, **. [redacted]’ account was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $370.00. All customers have 30 days to cancel service for any reason without penalty.  Regarding **. [redacted]’ 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]’ 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 $185.00 to his account representing half of the early termination fee. In addition to the $185.00 credit, we have credited $153.00 of the $255.00 worth of charges for service on the account since it was installed. We informed **. [redacted] of our decision on June 6, 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,  [redacted]Executive Customer Support###-###-####[email protected]

$400 cancellation fee ... which was NEVER mentioned when I signed up via telephone. However, they did send me a confirmation email that only states there will be a cancellation fee [omitting the price] ... they offered a link which I never clicked on. I want to thank them for making me more cautious for ever signing up for anything else. Slow, Slow internet ... what a joke. AND they charge by gigs ... so many gigs = $$ ... so not unlimited - WHAT??? Kiss my b[redacted] ... I am still going to cancel to get away from them and all of their extra charges.

The installation of Hughesnet internet and phone service was a huge mistake. Being in the country, we could not have a cable or other type of internet service so we investigated Hughesnet. They promised many things and fell short on expectations. Such an unprofessional company to say the least. It first started out them promising things they could not provide by the sales person, then by the order clerk and then by the service technician. Then it went downhill. Trying to resolve some of my issues, their customer phone service was horrific. I spent hours on the phone and 80% of it was on "HOLD". One time I was on hold for 1.5 hours and finally hung up, they just left me hanging. On another call, I asked to speak to her manager and this manager told the person to hang up on me, that he didn't want to talk to me (her speaker was on and I could hear them talking). I heard her tell him three times that she didn't want to do that because I was already upset but he ordered her to hang up. I had a customer service technician hang up on me after he told me that "he didn't work for me, he worked for Hughesnet" and he would not install or remove the equipment in a manner that I wished, which was to look nice. He put the cords and everything down the outside of my house and put holes in my building material. Then once the system was installed, the speed was terribly slow, just like many of the complaints I now read on the comment site. My JetPack and HotSpot on my phone work much faster. To finish up I cancelled after about 5 days because of all the customer service issues, the promises not kept and the slow speed. Then the service tech came up and took the dish off my roof, just the dish. He left all the brackets and cords and holes in my roof, siding and decorated fascia. He then left without talking to us about his work. It looks terrible. He told me I was bitter and he would pray for me? He also told me the phone was a personal phone (that he used for servicing me) and he hung up on me. I have never been treated so disrespectful as a customer than by Hughesnet, truly. Stay away from this company. I asked them to have a manager call me but they never did / would. I would have liked to tell them my concerns but no one would listen. I contacted their chat page and they told me they couldn't help me and disconnected me. I'm sure there are companies out there that would appreciate a person as a customer, however it isn't Hughesnet. I know I'm just a small account and do not mean much to this huge provider, but I wanted to get others to know about this as much as possible. I read many negative comments on their site as well so I am not the only person this is happening to.

September 16, 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 rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.   Regarding [redacted]’s latest concern, we have removed his credit card from the account and currently there is a $0.00.  Please be advised that our records don’t show the leased equipment as being returned and if the equipment hasn’t been received after 45 days of cancelling the service the account will be accessed with unreturned equipment fees. Any charges such as the aforementioned will not be charged to a card or be automatically debited because the account is now on invoice. 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,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

May 14, 2014

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[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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service. 
 
Our Executive Customer Care representative reviewed all pertinent database records prior to attempting contact with **. [redacted].  Relative to **. [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP).  This policy applies to all HughesNet service plans.
 
“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.”
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the [redacted]’s frustrations. Hughes will waive half of the early termination fee upon cancellation. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.   
 
**. [redacted] may contact me at the number below with his preferred cancellation date.
 
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]

July 1, 2014

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[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 her service. 
 
Our Executive Customer Care representative reviewed all pertinent database records. Relative to **. [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP).  This policy applies to all HughesNet service plans.
 
“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 have reviewed the sales call and after review we did read the terms and conditions of our service specifically related to our Fair Access Policy, Early termination and the $40.00 hold.
 
We also advised **. [redacted] that she would be charged every 3rd of the month. As a result, we have changed the due date to every 3rd of the month.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the **. [redacted] frustrations. Hughes value **. [redacted] as a customer.
 
We have added free tokens to **. [redacted]’s account to use a future date. In addition, we also added a one month service credit to her account of $63.43.
 
Unfortunately, we will be unable to waive the early termination fee.
 
**. [redacted] may 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]

June 16, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to her account. If **. [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint.  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]

July 24, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] to resolve the outstanding matter.  It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Regarding [redacted]’s concern about the cost of deinstalling her leased equipment, Hughes’ subscriber agreement which can be found online contains specific language that leased equipment must be returned and Hughes isn’t responsible for that equipment being returned. [redacted] did agree to the terms and conditions at the time her service was installed. “Returning Equipment to HughesUpon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation.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 cables. If 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. You will not receive a credit for installation charges or other fees.” At this point, [redacted]’s account has been refunded in full and Hughes’ will agree to cover half of the cost to deinstall the radio from the dish if [redacted] needs a tech to come and do it. 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,  Darron *. W[redacted]Executive Customer Support[redacted][email protected]

[To assold, us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no recanceled es received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted] stated in his response, that someone has been dispatched to remove the radio from my roof, as s a courtesy to me. That is not true. I have requested several times that a responsible service person be sent to my home to remove the radio, as I will not climb up on the roof to remove it. At 62 yrs old, I don't need broken bones from a fall. 
From the beginning I have received very lousy service, that is why I canceled the service so soon. The customer service reps have no clue. To resolve this all I ask is someone take all of their equipment back without additional charges to me. 
The damage that their service person has done to our home already I will handle myself. If when or if they agree to remove their radio any other damages done they will be expected to be responsible for.
Regards,
[redacted]

August 24, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

10762781  Dear Mr. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Mr. [redacted]’s service was activated on May 8, 2009. Mr. [redacted] currently has Hughes’ Power plan which is listed at $59.99 per month. Regarding Mr. [redacted]’s concern of being told his service would increase by $120.00 for 12 months, please be advised that Mr. [redacted] is currently receiving a $10.00 service discount that applies on to the plan he’s currently on.  The Pro plan mentioned can be offered to Mr. [redacted] at the $59.99 rate which is $20.00 less than its listed rate. We understand Mr. [redacted]’s frustration and concern and would like to be able to help in the best way we can. The service discount of $10.00 that he’s currently receiving isn’t inclusive with any upgrade offers because the service plan price is already being discounted by $20.00 off of the normal rate. We are happy to upgrade Mr. [redacted] to the Pro plan for 12 months at the rate of $59.99 per month. We sincerely regret any inconvenience that Mr. [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,  Darron W[redacted]Executive Customer Support###-###-####[redacted]

August 7, 2014

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[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 to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet 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.”
 
Hughes values Ms. Hayter as a customer and we wish to retain her business. In light of the difficulties [redacted] encountered with our service, we have issued a one-month service credit to her account in the amount of $71.33.  Furthermore, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted]’s system components in hopes of meeting her internet service expectations.
 
[redacted] would need to 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,
 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

I signed up with Hughes Network to get "high speed" internet. To date I have not received the service or speed I have been paying for the last year.
From the beginning, they lied about price, and promotions. They sent out someone to install the equipment that was so fat he couldn't fit through a 2' x 3' door under the house so he put the dish right outside my bedroom window, which is all I can see out my window for the last year....then buried the cables the 15' to the house only 1 inch down, and then I have a cable going around the entire log house looking cheap and out of place. Then once it was hooked up made me sign a blank screen on his phone, REFUSED to let me know what I was signing for., said it was that he didn't destroy anything. Since that time I have lost service, had slow service, called the company, e-mailed the company so many times, and to date no satisfaction. Recently I had been checking my down load and up load speeds using the web site they told me to use. ONE time in 60 days was my upload speed up to what I am paying for and half the time my down load speeds were below what I am paying for. After numerous complaints the last lady I spoke to in regards to this problem said it is because I am using a router. The paper work says nothing about the router slowing things down AND the ads on the telly show everyone using a laptop or tablet and they are talking about the HIGH SPEEDs...which looks like they are deceiving the public by showing people on laptops as if it isn't going to slow the speed down because of the router....the router Hughes recommended. So does the router slow down the speeds or not? I don't know as everyone I know with Hughes has routers. O by they way you have to buy them yourself. They said they would send out a tech for $129.00...when I argued that it is their problem they lowered it by half. Then I called back and talked to someone else and asked why I should be charged at all since I am paying 7.95 a month for the service call agreement each month on my bill, and she said that only cost you $29.95 to have a tech come out....Why did the first person who had my account up on their screen not know this. Now most recently the service went out twice in two days and was gone completely. When I called I was told an 'emergency in my area'....come on...we are on satellite signal not a cable, you can't have just a tiny area having an emergency... I talked to neighbors within a quarter mile and they were not having a problem. So it is something to do with their equipment. When I asked her what the problem was...she told me she could not tell me. Was it a secrete or did she not know, she wouldn't answer that question either. When would I have service restored?..she couldn't even give me any idea. Could someone call me when it is back up and running? no they don't do that. No help what so ever. It eventually did return but only after it cost me almost a five thousand dollars due to not being able to finish my bid on a job because of their poor equipment and service and you KNOW they aren't going to reimburse me the loss.
With all the problems I have had, when my contract is up I will cancel due to poor and lack of service. The old dial up in the area is faster then Hughes net. They have ripped me off for high costs and poor service and no service for a year, if there was a way I could get out of my contract now I would. I just don't want to fight them in court over the early cancellation fees....maybe I'll find out what it is going to cost me and pay it just to get rid of them...I know I will save about $50 a month to go with the local service. It might just be worth it. O...by the way Hughes...if your reading this, I am handicapped, you will have to come get your equipment, or pay me to hire someone to come get it.My contract doesn't say I have to uninstall your equipment.

I really cannot devote the amount of time it would take to explain the problems that I've had with Hughes net. They installed a dish in front my house in front of a window without my permission and I have spent countless hours on the phone trying to get it moved. I refused to sign a contract with them until the satellite (an eye sore and safety concern being in front of a window) was moved. Months have gone by with no resolution and now they want to charge me a cancellation fee for turning off the service. They cannot provide a contract that identifies the cancellation fee and threaten to report me to the credit bureaus if I do not pay. This is all aside from the fact that the service is spotty at best and does not perform at speeds that they claim.

May 22, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # [redacted]
 
In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking de-installation of her equipment. 
 
Our executive customer care representative reviewed all pertinent database records. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that Hughes is not obligated to retrieve, the antenna, mount, or any cables.
 
After further review, Hughes agrees to make an exception regarding our cancellation policy. As a result, Hughes has covered the cost to successfully de-install [redacted]’ equipment. A certified technician will be contacting [redacted] to schedule an appointment.
 
Due to leasing the equipment [redacted] would need to return the equipment within 45 day of the cancellation date once the technician has performed the de-install to avoid being charged and unreturned equipment fee.
 
Please be advised when [redacted] 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.  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.
 
In addition, we have waived half of the early termination fee, bringing the amount due to $160.00.
 
If [redacted] has any additional questions she may contact me at the number below.
 
We sincerely regret any inconvenience that [redacted] may have experienced to improve the level of his service and we 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]

April 14, 2014

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[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 to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet. 
 
Our executive customer support 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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual 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 **. [redacted]’s frustration. 
 
After further review, **. [redacted] disputed the fees of $471.92 with his financial institution. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes. **. [redacted] received the $471.92 refund from his financial institution. However, the customer must work with Hughes to resolve the overriding issue for the disputed charge which bounced back to the account in the amount of $471.92.
 
As a result of **. [redacted]’s issue we have waived half of the fee totaling $235.96. There is a remaining balance of $235.96 which needs to be paid to bring the balance to a $0.00.
 
**. [redacted] may contact me 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]

WHEN SIGNED UP FOR SERVICE THEY DID NOT EXPLAIN THAT WHEN WE SIGNED UP THAT AFTER GOT CLOSE TO THE AMOUNT OF GIGABIT LIMIT THAT THEY WOULD SLOW SERVICE DOWN TO POINT WAS UNUSABLE. ALSO KNEW THAT I WANTED TO STREAM MOVIES AND SERVICE WAS TOO SLOW TO EVER DO THAT. I MADE MULTIPLE COMPLAINTS BEGINNING RIGHT AFTER SIGN UP. WHEN I CALLED TO CANCEL THEY CHARGED AN EARLY TERMINATION FEE, WHICH I KNEW THEY HAD BUT FEEL THEY WERE VERY MISLEADING IN THEIR ADS AND HOW THEY PRESENTED THEIR PRODUCT. I WOULD LIKE TO HELP OTHERS NOT TO MAKE THE VERY EXPENSIVE MISTAKE I MADE BY USING THEIR PRODUCT.

September 19, 2016
 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint ID [redacted]
 
 
Dear Mr. [redacted]
 
In response to your rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Ms. [redacted]’s service was activated on December 10, 2015. On June 16, 2016, Ms. [redacted] called to request to cancel her service and declined to troubleshoot the service. Ms. [redacted] was informed of the early termination fee in the amount of $325.00 for the internet service and $170.00 for the phone service as a result of canceling during the 24 month commitment period.
 
Regarding Ms. [redacted]’s latest concern of being informed by Hughes’ credit department that her account will be canceled without penalty please be advised that there are no documents to support that and Hughes’ credit department doesn’t typically make those kinds of decisions. While Hughes completely understands that customers can sometimes suffer from financial hardships, we can’t waive early termination fees based on that. There was no opportunity to determine that there was an issue with [redacted]’s service and the early termination fee was valid. As previously mentioned we did issue a credit in the amount of $249.79 representing half of the early termination fee leaving a balance of $245.21. If Ms. [redacted] is able to supply information from an email that she says she received from Hughes’ credit department indicating the service will be canceled without penalty we will be happy to clear the remaining balance.
 
We sincerely regret any inconvenience that Ms. [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,
 
 
Darron W[redacted]
[redacted]
[redacted]
[redacted]