Hughes Network Systems

Review: On July 27, 2014, I placed an order to have Hughesnet internet and phone service installed at our new home with Allison. I had the company website pulled up while trying to order services to make sure she and I were on the same page. She advised me that I HAD to purchase the equipment I could not lease it. I asked the tech (very friendly but spoke very fast) several questions about the company and service but she insisted that I give her my card info in order to move on and answer my other questions. Although I was hesitant I gave her my card info and was charged $434.92. She told me that I had 30 days to return equipment and get full refund if I didn't like the service. I was also told that my phone months payment for phone and internet was included in that price. I asked her how long it would take the tech to come out and install she told me that he would arrive at 8a and be done by 12, which was a lie. The time frame 8-12 was the arrival window. He arrived around 11a (also very friendly) and installed everything and made me sign something on his phone while I was on hold with hughesnet to activate my service like I was informed to do by the sales tech and the installer left. My cell phone died so I used the newly installed home phone to try and activate the service but couldn't. The following morning I tried to connect to the internet but couldn't so I waited until around 8p after returning home and tried again but got the same results. I called hughesnet to cancel my services because I was feeling scammed. I was connected to Ronnie the team manager who told me that he help me fix the internet but by then another issued occurred. The recorded operator said I had a balance due Aug 5th. I told him that I only wanted my money back and the equipment removed from my home and yard. He told me that he couldnt refund me anything because he was trying to resolve the issue. After going back and forth with him he finally decided that he could refund a partial amount because I was misinformed. I informed him that I only had the service for one day and the only thing that worked properly was the phone and I shouldn't be charged for services that I was not able to use. He informed me that my internet worked properly from his end and I would be charged a one day service fee for the phone and a one day service fee for the internet because I called at 8p which meant I had the service for one whole day. After he and I went back and forth about that not being fair. Ronnie then decides to inform me that I used .97 cents worth of my home phone so he would have to charge me for that. I agreed to that because I did use the phone to try and activate the service like I was told to do. he started to calculate my refund and Ithe told he came up with was not the total I initially paid for the services. I informed him that the sales told me I had 30 days to cancel my services and get a full refund. He said no he could refund me 275.00 once I returned the equipment to the company. I explained to him what the sales tech told me and how long I had my services. I asked for a higher member of management (Richard) but he was on another line so he told Ronnie to refund me for the installation and cancel the services since I only had the service for one day and he would give me a call back but would take care of my refund. I asked Ronnie for the amount that I would be refunded and it was all but $13.01 so I said I wanted a call back to see why.

On July 30th I had not heard back from Richard or anyone from Hughesnet so I checked my back account thinking that I didn't receive a call back because Richard had just went ahead and completed the refund. Instead of a credit , I was charged and additional $6.86. This time I was furious and was connected to Norman who said I asked for autostart which I hadn't and the refund notes were not complete and he wasn't sure what I should have been refunded. He said he would schedule a tech to come out and remove my equipment and reimburse me the 6.86. I received my first case/reference number from Louis the agent in the technical dept that assisted me with my autopay issue. I finally got a hold to Richard who agreed to refund all of my money except for $2.56 which was a one day service for my phone and internet. I agreed because I did use the phone. I was also told that I would not be charged for the tech coming out to remove me equipment because that was free. Richard and I calculated my total refund to be $439.22 which is what I paid minus the 2.56, I agreed. He advised me that I would get a partial refund today but the rest would be returned when they received the equipment and I agreed.

On August 4th, I am still waiting on a refund and a tech to come out and remove the equipment and I have checked with my bank and they don't see anything pending in my account. I called Hughesnet and asked to speak with Ronnie but James told me that he did not want to speak with me but he could schedule a tech to come out (scheduled for Aug 7th, thurs). I asked for a supervisor and got Louise Perez and she advised me that she could contact the refund desk but she could jot guarantee that I would get the amount that Richard and I spoke about because he didn't document properly or she could have Richard call me back. She said he would arrive in two hours and 15 mins and she would make sure he knew to call me back. Richard never called me back so I called and asked for him but Alexander refused to allow me to speak with him. I hung up and called back and got Gel and he also refused to let me speak with Richard or any other supervisor. He told me that I would have to call the refund desk on tomorrow. I have yet to receive a refund.Desired Settlement: The total I paid to the company was $441.78 (434.77 + 6.86) but would like the refund I was promised by Richard the supervisor on duty of $439.22 (441.78 - 2.56) and ALL EQUIPMENT REMOVED from my home.

Business

Response:

August 7, 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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on July 28, 2014 and requested to cancel her service on July 29, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $441.78 and that amount has been refunded to the card on file. In addition, we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. Our records indicate that an order has been created to have a box and prepaid label sent to her. We informed [redacted] of our decision on August 7, 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I was sold my hughes net subscription from a 3rd party and told several lies about what I would be receiving. I then called Hughes net customer service and explained the situation. I was told there is nothing they can do. The service speeds are no where near what they told me I would get. I just cancelled my service with them today and was hit with a 310.00 bill for early termination. I paid just to be done with this company. Beware people they tell you lies lies lies.

Review: I Had returned All parts that was suppose to be returned. I received a letter dated December 02, 2013 from [redacted] & [redacted] a Collection Agency for Hughes Network Systems for a outstanding balance of $437.76. Called them they informed me that it was for equipment not returned. I explained that I already returned equipment per their instructions and refused to pay bill. Received several more calls from [redacted] & [redacted] about same bill,but different operators. I explained to her that equipment was returned she gave me hughes net phone number to call to get bill straight. I called hughes net spoke with operator that I could hardly understand. we went through hole bill they kept changing amount putting me on hold telling me that I owed a tax for equipment of $11.96 then said I owed $168.65 then put me on hold again. then said I had a credit. I asked for a Complete statement from hughesnet so I could make sense out of all this they said they cannot provide me with a statement because I am no longer a customer. Hughes net said they did receive equipment in November but could not tell exactly when. They gave me a Case # [redacted]. the next day I called [redacted] & [redacted] because they had already closed the previous day. I call their operator at ###-###-#### on 2/6/14. She again gave me a different amount said that she could settle this for $100.00. I refused and said I was not paying nothing until I agreed with bill , but because hughes net refuses to send a statement I cannot agree to any payment. )n 2/24/14 again a computerized message at my office said I had a outstanding balance of 4

$437.76. very frustrated at this point I spoke to another representitive of [redacted] & [redacted]. I told him I refuse to pay anything he again tried to say there was a balance which was different from the message that was just announced by there own computerized message. he of course did not know why that was or if I was lying. I informed him that I was paying nothing and am getting tired of this harrasement. he was suppose to email me something from [redacted] & [redacted], But still have not received a email. As far as I am concerned I should have No Balance due and am considering further action against Hughes Network Systems If this is not taking care of soon.Desired Settlement: Balance should be ZERO and a letter stating that

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have not attempted to contact **. [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]’s account was activated on October 12, 2010 and indicated that he wanted to cancel his service on October 14, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. The balance of $137.73 on **. [redacted]’s account is for the October billing cycle in the amount of $125.80 after a credit of $42.85 plus the taxes of $11.96 when his account was charged for unreturned equipment. **. [redacted]’s account has be credited the disputed amount of $137.73 to bring the account to a $0.00 balance.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I requested that my service be cancelled. The representative refused to listen to me. She told me that they would be giving me a free GEN4 upgrade for 30 days. I repeatedly stated that I did not want this. She did not listen to me or stop talking. After repeatedly trying to tell her that I did not want anything other than my service cancelled, I hung up. I emailed them that I have stopped all payments from my bank and that I am contacting the Revdex.com.

My two previous attempts at cancelling my service resulted in me being transferred between two representatives and then receiving a tone that said my call could not be completed as dialed.Desired Settlement: I want my service cancelled and I want instructions on what to do with the leased equipment that is currently at my home. I want them to contact me by phone and explain the process so I can remove the equipment from my home.

Business

Response:

July 29, 2013

Review: I have sent numerous letters and made several phone calls trying to clear this up, I canceled my internet service with this company on 12/2012, was billed for a month's service I didn't receive, in the amount of 78.38, I called on 02/04/2013 talked with [redacted], I told him this was way too high and service was slow, he said since I had been a customer since 2008 with never a late payment, he could lower my payment to $29.99, I repeated this amount back to him several times, he said yes 29.99, but when the auto debit came thru it was for $118.50, I disputed the amount and had my bank return to Hughes Net, I called them and told them I had stopped payment on this and was returning the money to them and if they would send me a bill for $29.99 I would pay this, I also told them to disconnect my internet, which they did. Ok , then on 4/22/2013 I received a collection letter from [redacted], [redacted], & [redacted], I called them 4/26/2013 and talked with [redacted], she was rude, and told me that if I wasn't going to pay the 118.50 that she didn't need to talk with me. I then called Hughes Net again, this time I was told that no I wasn't told that my bill would be 29.99, but would be only $30.00 less than what I was paying, I said ok, tell me what I need to pay to correct this mess, they told me that they would send me postage and box to return the modem and to send them $88.50 and we would be square, So I got the postage and the box and I did return the modem, and also sent a $88.50 check which has cleared my bank account. Then on 5/28/2013 I received another bill this time in the amount of 216.50, I called and was told that I didn't return the reciever, which was on the pole, which I didn't, so I take the receiver off and return to them as was requested and I was told when this was recieved I would have a 0 Balance, then today 06/18/2013 I recieved a telephone call from Hughes Network asking me when I was going to pay the bill, I explained my whole story once again, the caller said Oh I do see where we received this, however you still owe us 16.50, I said for what, her reply was I guess the receiver, I said excuse me, you just said you had received that and I told her I was not paying Hughes Network System another cent, I really feel I have paid them $88.50 ,more than I owed, She said ,ok then I will notate on your account that you are not paying this, I said Ok is my account a zero balance she said No you owe $16.50. I was even told if I would send proof of postage for returning the receiver I would be paid for that, I sent it but I haven't received payment. I have been badly treated by Hughes Network System. I have a whole file of copies of letters and documented conversations I have had with employees of Hughes Network trying to clear this.Desired Settlement: I just want my account cleared and no more letters From Credit Department or no more phone calls, I want in writing that I owe Nothing, a check in the amount of at least $88.50 from Hughes Network System is really what I am entltled to. I sent a letter on March 21, 2013 trying to clear this up among all the phone calls I have made. Can you please help me on this? I really don't know what elese to do. I have bent over backwards trying to please them and get this cleared.

Thanks if you can help me.

Business

Response:

June 19, 2013

Review: We "upgraded" to Gen4 after receiving several postcards offering a rebate for the faster speeds. Our dish and modem were changed in December. We then left on a one month trip. Upon our return we noticed no speed increase and charges to our credit card of $174.74 and then $70.73 every month thereafter. I called customer service after trying to access my account on line (which I never could do and still cannot). I was told that all Q San #'s had "temporarily been removed from the system" and that I should try again in a week. I asked to be sent a copy of these bills and was told that the only way I could receive that was to pay $5.00 a month for paper bills. I asked to speak to a supervisor and was refused! After trying again time and time I wrote a letter to [redacted] detailing all of my issues on 2/11/2013, with a copy to the Northwest Revdex.com. I have received NO repsonse from either! The summary of my issues are: I was charged more than I thought for the Upgrade, I was charged more monthly for the upgraded service, I do not see a speed improvement in our service and therefore feel I am being charged for services not received, a can never access my account online and therefore get no information as to what HughesNet thinks we have nor access to any bills, I was treated very rudely by Customer Service, I can't "chat" online because I am not recognized, and I never can talk to or get a response from anyone!Desired Settlement: I feel HughesNet has a responsibiliy to fulfill their committment to provide faster internet speed. I also would like a refund of the $174.74 plus the monthly increases of $10.74 for the last several months. I would like access to my account including my bills over the internet. I'd like to get what I originally thought I was going to get. After being a loyal customer for almost 8 years, I cannot believe what a nightmare this has been.

Business

Response:

April 3, 2013

Review: hghesnet charged my bank account for 337.47 when only authorized to charge account for 39.99 when contacted all they could say was we will try to process that in 3 to 5 days very unprofessional and addition to that was not offered the introduction rate like they had initialy offered but instead were charging 49.99 until disputing that as well. this appears to be a very unprofessional company which suprises me do to there size instead what they appear to be is very dishonest and just want to overcharge any or every average person!Desired Settlement: they need to review there company policy and look to change it because this is far from satisfactory to me !

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

**. [redacted] 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 $39.99 plus $9.99 for the rental of the equipment. **. [redacted] states that once his service was activated the card on file was charged $337.47 which consisted of equipment purchase, installation fee, and monthly service plus taxes. On February 26, 2014, a courtesy credit of $321.36 was placed on the account.

In light of the difficulties **. [redacted] experienced with our service, we have credited $321.36 to the account and if **. [redacted] wants to provide a credit card that can be used to refund, we can process that for him. In addition, we have switched the account to reflect the lease option and not purchase.

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

Very truly yours,

Executive Customer Support

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

[email protected]

We signed up for Hughes Net back in November 2014 and had nothing but issues from the start. Called complaining that our service didn't work. They would give us the run around with things like credits to our account, send a better signal to see if it would help with the streaming issue. Since we didn't call within our 30 day trial (it was 5 days past) we couldn't cancel with out a $450.00 fee. So we kept the service for 3 more months, while it didn't work and continued to pay on time. When we finally were fed up we called and cancelled. Because we were so frustrated we had to agree to pay the fee which we do not feel we should have been responsible. So now we're out over $1000 for a service we could never use. I would be careful if you sign up with Hughes Net. They are a horrible company to deal with. I'm pretty sure they stay in business by over charging people for services never rendered.

Review: I discontinued the service only 1 day after it was hooked up and called to cancel. now I am being threatened and harrassed

I discontinued using the service one day after installation. I called 5 days later to cancel the service. my credit card was charged 4 consecutive months.

I contacted amex and was told I needed a cancelation number. I called BACK and spoke with a person who tried to convince me that the service I got the first time was the wrong service and if I would sign up again that it would be better service.

I told her no thanks and then much to my surprise I started getting charged again! so I contacted my credit card company again and told them not to accept the charges.

the equipment from hughes net has been returned btw.

now I am getting letters and multiple phone calls from them stating that I am being turned over to a collection agency.

now today I call AGAIN to have them cancel my account and stop harrassing me once and for all and I am on the phone with one person for over 20 minutes. after she was unable to convince me to change my mind, I was transfered to another department (this is what happened before).

at this point I am yelling and saying PLEASE JUST CANCEL MY ACCOUNT and again the sales rep begins AGAIN to try to convince me to change my mind. I said " can I be more clear about this I dont want your service and never did!" then, she spends another 20 minutes asking me tons more questions about the service I supposedly received but never did. she would not give up.

so I hand the phone to my boyfriend who spends yet another 10 minutes on the phone with her. and now all of a sudden we are being told out of the blue that I am going to be charged a termination fee of $300. That is funny because I asked in the initial phone sales call over 6 months ago if there were any early termination fees and was told NO as long as I canceled within 30 days which I did. now here we are 7 months later and being told we are being charged a cancellation fee.

this go round, her name is [redacted]. She is at least the fourth person I have spoken with that STILL will not take no for an answer. she is adamant about us reconsidering. which is ridiculous!

btw, I was toldDesired Settlement: Come and remove the satelite dish from my house.

Stop sending me collection fees.

Stop harassing me with phone calls.

Refund my cell phone bills in the amount $35 for over 4 hours of phone calls trying to resolve this with them and my credit card company.

Pay me $80 for my time - total of 4 hours.

Write an apology to me for the harassement.

Business

Response:

February 4, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 5, 2013. On January 19, 2014, **. [redacted]’s account was cancelled. **. [redacted] initially requested to cancel her service on September 13, 2013 but the cancellation was not completed as **. [redacted] didn’t complete the process with the account management team. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

We took into consideration that the initial request came within the first 30 days; therefore we have credited the account in the amount of $385.00 for the early termination fee. In addition, Hughes issued a credit of $125.92 on November 14, 2013 to cover the time the service wasn’t used up thru November. **. [redacted] has disputed all charges paid to Hughes in the amount of $158.88 and has been awarded that amount by her financial institution. Our records indicate that we have yet to receive the leased equipment from **. [redacted] and the fee for unreturned equipment on her account is $300.00 plus taxes. Once the equipment has been received we will bring the balance to $0.00. At this point there is nothing to refund because of the disputed charges and unfortunately Hughes can’t honor **. [redacted]’s request to be compensated for cell phone usage or time spent with customer care. We attempted to inform **. [redacted] of this information on February 4, 2014 but she stated that she wasn’t feeling well and wanted to talk some other time.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

**. [redacted],

[redacted] is either misinformed, or he is just not telling the truth.

First of all, I never had any contractual agreement. When I first spoke with the initial salesperson I was promised there was NO contact and NO installation fees and NO early termination fees. I just had to be sure and call back to cancel within 30 days – WHICH I DID and is not disputed by Hughes Net. So why keep on charging me month after month?

Furthermore, Hughes records will show that I only had internet access for approximately 24 hours. I unhooked it after that because it was terrible service. Thankfully I never cancelled with my other provider.

I tried resolving this with many phone calls to Hughes net and was always stuck with yet another salesperson trying to talk me back into getting the service. The last time I said “forget it” and within a few weeks I was getting charged AGAIN and was told that I reinstated my service.

My equipment was returned and my UPS guy that picked it up has indicated he will testify if need be. This injustice has been going on way too long and needs to be resolved.

Thanks for your help in this unfortunate matter.

Regards,

Business

Response:

March 7, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Regarding **. [redacted]’s latest concern, the requested information was sent on March 5, 2014 and is scheduled to arrive today March 7, 2014. The return label will be located inside of the UPS letter package the she will receive.

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

Very truly yours,

Executive Customer Support

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

[email protected]

I have been with HughesNet for about 8 or 9 yes. I have had problems with them in the past and their broadband service has always been slower than they claim. 2 months ago, I was encouraged to upgrade to a plan that would give me a much higher data allowance and much faster internet. I was thrilled! Maybe we could watch a movie on Netflix!!!! WoooHoooo! Well, within two weeks we ran out of data with two weeks to go till it is replenished. We are a married couple living in the country; we hadn't used up our allowance in years on our old plan, so I called and told them I was unhappy and wanted to go back to my old plan. They said they were no longer offering that plan once you change. I feel very cheated!!!! To be told the new plan was much better and then find out that they figure and charge differently on the new plan and there is no notification of that fact online or by customer service is FRAUD as far as I am concerned. If you are on an old plan, stay on it, until they figure out how to resolve the problem with their new plans. I was shocked to see that HN has an A+ rating on Revdex.com. Shakes my confidence in Revdex.com.

Review: Product failed to preform as promised. Added services, failed support. False advertising.

We were sold on the internet service from a sales person that was nothing but a liar. We were told that we could operate 7 different devices on the recommended 10GB data plan. We were told we would be able to stream approx. 2,000 hours of programming with said data program. We had Hughes net for an extended trail period of 60 days. In the 60 day time frame we were able to stream one tv show and one movie via [redacted]. The service was trouble from day one. We attempted to stream our movies with little to no results. After about two weeks of this we contacted customer support. We were advised that we had exceeded our data allowance. After arguing with customer service for 20-30 min explaining that we had never been able to do anything on the internet they increased our data. Negative results still ensued. Customer service was contacted once again. We were sent to tech support. Tech support ran test said all was well and it should work. Again we tried the service with negative results. Customer service was contacted again to cancel the service. We were sent to tech support once again. Tech support advised that we had a bad data port on the modem. While on the phone tech support reconfigured the port and the service worked for one movie and one tv show. Our trail period was extended out due to all the trouble we had had. When sold on the product we were quoted a 69.99 bill per month. The bill turned out to be 90.00. Customer service was contacted again. They advised that there were trial period services added in that had expired and been charged to the acct. I advised that I had not been told or notified about such trail periods or the merchandise they entitled. I advised I was still in my trail period and wanted to cancel service. Rep advised I would be charged a termination fee. After arguing for 30-45 min rep found notes where trail had been extended and advised no further charges would take place. Recently had 400.00 auto drafted from my acct for termination fees. This caused my acct to be overdrawn causing 160.00 worth of overdraft fees. I called Hughes net furious about the deduction. After about an hour or so of arguing the rep found again where the trail was extended and advised I shouldn't have been charged. The charges were reversed for the 400.00. Hughes net refused to cover the overdraft fees that ensued after their false charge. Currently in dispute with my bank on the overdrafts.Desired Settlement: Hughes net has refunded my 400.00 termination charge. this was a false charge on behalf of the company that should have never happened. This charge resulted in my acct being over drafted. My acct was assessed 160.00 worth of over draft fees. I want them to cover that amount.

Business

Response:

October 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, 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]’s service was activated on July 28, 2014. On September 3, 2014, [redacted]’s account was cancelled. The 30 day trial period was extended in [redacted]’s case and as a result the early termination fee of $400.00 shouldn’t have applied. [redacted]’s account has been credited the disputed amount of $400.00 and that amount was refunded to the card on file as of September 28, 2014. In regard to [redacted]’s request to be refunded for overdraft fees, per the subscriber agreement Hughes isn’t responsible for overdraft fees incurred by the customer’s financial institution. Hughes’ subscriber agreement contains specific language that states Hughes’ isn’t responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” It is suggested that [redacted] ask his bank to waive the fee as a courtesy. While Hughes doesn’t accept responsibility for overdraft fees, we’re happy to send a letter to [redacted]’s financial institution asking them to waive the fees as a courtesy. 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]

Review: I stopped my phone service with Hughes Network and they did not take any of the money off of there. They said if I cancelled I would owe $200 in penalization. I got angry enough with them that they said they would drop the $200 penalty. Well today when I checked my bill it still was just as high with no phone and I will not keep that company unless somebody looks into this matter.Desired Settlement: My bill down to at least $60 a month.

Business

Response:

October 6, 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 contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on August 9, 2014. While reviewing [redacted]’s account, our records show that [redacted] called on September 16, 2014 and requested to cancel the Hughes voice service. The Hughes voice service was cancelled on September 19, 2014. Regarding [redacted]’s concern of her bill not changing since cancelling the voice service, we have communicated to her that another monthly invoice hasn’t generated since the voice service was removed. [redacted]’s next invoice is due to generate on October 9, 2014. We have credited the account to offset the early termination fee for the voice service and we have also issued a credit of $59.90 for a full month of the voice service as opposed to only receiving a prorated credit for the unused portion. We informed [redacted] of our decision on October 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: I ordered hughesnet and I was told that they needeed my debit card to hook me up so I said ok but I want a bill in the mail do not debit my card well they did so I called them and told them not to do it again and I wanted the money back in my bank acct asap they said no and I told them not to ever do it again well they did so my husband and I recalled them and I was told the same thing I could not get my money refunded back to my card and that next month they would not do it again how ever I never gave them permission to take funds from my acct and they all lied about how much it would cost to have internet from it was 29.99 a month but they keep chargeing me 44.00 a month this company is stealing from peoples acct and getting away with itDesired Settlement: I want them charged with fraud I know there are other people out there they have done this to

Business

Response:

December 19, 2013

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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.

Regarding **. [redacted]’ concern about her credit card being billed after she requested with the installer that it not be after the first month, Hughes’ subscriber agreement contains specific language advising our customers on our billing policies. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement”

I contacted **. [redacted] to further discuss her concerns about Hughes’ billing procedures and terms and conditions. At the time **. [redacted] initially called to request that her card be removed she wasn’t listed on the account to be able to make such changes and the agents had no ability to fulfill her request without authorization from the account holder. **. [redacted] is now authorized to make changes and the billing is set up under invoice. When the account was set up there was a three month service discount that brought the monthly fee for service to $29.99. **. [redacted] has been offered an additional six month promotion that will bring her monthly service to $49.98 plus tax for that six month 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,

Executive Customer Support

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

[email protected]

Review: Dear Sir/Madam:

I wish to complain about Hughesnet Services, SAN number [redacted] that I purchased in August 2013.

I'm complaining because the service never worked properly after I was told I could certainly run my small office form my home with their service. To resolve this problem I would like you to forgo the cancellation fee and refund my monies of a total of $429.94, which included installation and months paid for not using the service as it did not work properly.

When I first learned of this problem, I contacted your customer service line over and again all through the month of August, speaking with persons that barely spoke English. I was told over and again, they were sorry but there was an upgrade being performed to the satellite beam and that I was assured over and again that I was on the Jupiter satellite and my service would be so much better when they were completed. I was also told I would receive discounts from my bill, which I never received either.

A technician was then scheduled to come to my home to perform a service as overnight my allotted MB disappeared from the system and no one was able to tell me why. I was told [redacted] ate up the MB when I was watching movies; HughesNet told me that was impossible. Then, HugesNet told me it may be my cell phone that was conducting updates and was eating my MB. I was told that possibly someone else was "using" my service. I tried to explain I lived in a remote rural area n 32 areas of land and theft was highly unlikely and my modem was password protected. Toward the end of August, after having called Hughesnet over and again, I decided to unplug the service and work outside of my home at a local area which offered Wi Fi.

Today, On December 1, I finally decided to call HugesNet and spoke to [redacted] to cancel as I am paying for a service that does not work, does not work properly, one that goes down for hours at a time as they "fix the bea**" or for whatever other reason one may be told when one calls customer service. [redacted] insisted he should be given the opportunity to send someone out to "test" the system for me. I tried to explain to him that it was futile. He made a suggestion that I should have called over and again. I certainly don't have time for that as I work a full-time and raise two sons. Talking with HughesNet on a daily basis is not part of my plan.

Today I was told I MUST pay the cancellation fee as that is the contract I signed. Yes, that is what I signed however I expected to receive a service in return. They did not stand up to their part of the bargain and all troubleshooting was left to be handled by myself. I believe that this response is unfair because they offer substandard services and I spent many hours away from work trying to correct this situation before I unplugged the service.

I will also have to hire someone to climb onto my roof and remove the equipment in order to return it. That is nmore money taken from my product for a service that never worked properly.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 30 days I will file complaints with the appropriate consumer agencies and consider legal alternatives.

A company should stand by their pledge and offer a service that works. No wonder they "force" a two year contract on their clients as they know they are already offering a service that does work and one that is substandard by every measure. If my service worked , we would not be in this situation.

I have never dealt with a situation such as this and am appalled that a company can have such a deceitful contract and still operate under US laws.

Regards,

[redacted]Desired Settlement: I would like a refund of $429.94.

Business

Response:

December 11, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking to cancel without penalty as well as service refund totaling $429.94.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Our 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.

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

Unfortunately, we are unable to issue a full refund for $429.94. In light of the difficulties **. [redacted] has experienced with our service; we have issued a credit to the account for $185.00 representing half of the early termination fee. There is a balance on the account of $185.00 representing half of the early termination fee which needs to be paid to bring the account to a $0.00.

In addition, the customer needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. There is a box and pre-paid label on route to **. [redacted]’s address on file.

If **. [redacted] has any additional question regarding her complaint; she may contact me at the number below.

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

Very truly yours,

Executive Customer Support

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

When a contract is signed, it adheres both parties to

an agreement. Hughesnet has a responsibility

to provide the service it claims to offer.

Yes, while the small print of the contract contains the truth, the phone

call with the agent and their television commercials as well as their

commercials on the internet contain puffery and exaggerations.

I will not pay for a service that did not work. Hughesnet broke this contract by not offering

the service they advertised and I lost money.

I am still going to lose money as I need to hire a person to remove the

dish from the roof of my house.

Some examples of their

claims are listed below:

Source: http://www.hughesnet.com/index.cfm?page=dspHomepage

"Wow! I can have

two computers, two cell phones and my Nook connected with little or no slow

down. Keep up the improvement, it was worth the wait.” [redacted] - WV

What can I do with HughesNet Gen4?

What do you want to do? With

HughesNet Gen4, you'll get more of what you need with superior download

capacity – anywhere, anytime.

Stay up-to-date with faster

email, news, and downloads.

Get improved network performance for

high-bandwidth apps.

Enjoy a media-rich world like

never before: video clips, pictures, music – even streaming movies.

HughesNet is a

satellite Internet service which provides Internet access to customers no

matter where they live in the contiguous

United States. Dedicated to the individual consumer and their satellite

Internet service needs, Hughes provides high-speed Internet to both rural and

urban customers, offering high-speed satellite Internet access. This satellite

Internet service is particularly revolutionary to rural customers who have had

limited or no access to high-speed Internet in the past.

After reading the above, one would assume that Hugesnet

offers internet connection. They hide

behind their contract when they eventually offer a substandard service. They also feel the contract is one-sided only

protecting them and this is not true. I

signed the contract in good faith, expecting a service in return. This did not

work for me from the time it was installed.

They failed to provide a service to me.

I hope to have this resolved via the Revdex.com but if need be, I

will take it to an additional agency for action.

Regards,

Review: I requested service for a problem with my connection to the internet, kept getting no internet access. Found lose wire on outside equipment.

After requesting this be fixed so that I could use internet since we are paying for this service so our daughter can do college homework on. I was informed I would have to pay techinician to come fix problem. This is outside equipment that I pay for each month to rent. I have another dish through directv that I have had for over fourteen years and never had any proble** on or had to make a service call for a loose wire.Desired Settlement: Equipment repaired and working so that I can use when need to use the internet with no charge.

Business

Response:

May 7, 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 service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that account is registered to Ron [redacted] and was activated on January 26, 2013. Regarding **. [redacted]’s concern about needing a dispatch to repair outdoor equipment to make a service operational, our records indicate that we were contacted on April 22, 2014 with concerns of the service not working and through troubleshooting it was determined that the data allowance had been exceeded. There was a detail response sent to **. [redacted] regarding the monthly data allowance. If it is determined that a service call is needed, per the terms of Hughes’ subscriber agreement the customer is responsible for the cost of a dispatch after the first six months of service. If Express Repair is subscribed to the only cost associated with a standard tech dispatch is a copay of $29.99 as opposed to $125.00 which is the cost for a standard dispatch. At this time, we show no communication with the modem which could mean that it’s unplugged. If **. [redacted]’s service still isn’t working it is suggested that she contact technical support at ###-###-#### to troubleshoot the issue and it can be determined at that time if a dispatch is needed. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Review: [redacted]

We am rejecting this response because: We are being told if we have issues with the equipment we are renting each month we will have to pay a express repair to have it repaired. So what other company do you rent equipment from that chargers you to fix a problem with there equipment. We have never had an issue with the data usage and exceeded allowance as stated in this response and the previous one. At no time were we informed or was a troubleshooting call made. The wire out side was tightened and the problem has not happened again. So when we could not use our internet for several weeks due to this problem on and off it was in the equipment outside and I still had to pay for this service. This company has very poor customer service, charges it's customers to fix there equipment when it is being rented each month. We would not recommend it to anyone.

Regards,

[redacted] and [redacted]

Business

Response:

May 23, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your second rebuttal letter, to the executive customer support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service. Regarding **. [redacted]’s concern of having to pay for a service call while renting the equipment; it is detailed in the subscriber agreement that the benefit of renting the modem is the modem is covered under warranty for the entire contractual period as far as it being replaced if there is a failure. Hughes will mail a replacement at no cost should the modem need to be replaced as many times as needed. If a technician is actually needed in site is what incurs a cost. For the first six months after install there is no cost to send the technician out to repair or replace outdoor equipment.At this point, as a courtesy we have issued a one month service credit in the amount of $59.99.We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[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.]

However they really did not address the real reason for the call and it was the outside equipment they tech installed. It has worked fine since and had no problems.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have been a customer of hughesnet for over three years now and I constantly have issues with them. I have recently (about a year ago) upgrade to their new service of the "gen 4" since I upgraded to this I have been getting a error code of 30.1.1 which kicks me off the internet from 9:00 PM eastern time until 10:00 AM the next morning, I have contacted hughesnet about this issue several time and I have pages full of case numbers of this, there never solve the issue and keep telling me it is my equipment and not theirs when I know for a fact it is theirs. The eve of the house is also covering literally half of the dish (which I do have pictures of) and they sent a technician out to take pictures of this (I have a copy of his pictures as well) well when he came out and took the pictures he told me to give a day or two for them to process the pictures so that the sat dish would be moved away from the house, I heard nothing and after three weeks contacted hughesnet and I was told I would have to pay them to have it moved. This is their problem because it was suppose to be moved when I upgraded and it never was. They will not pro-rate my bill either because I am getting 1/2 of the service time I am paying for AND the amount of data they are advertising on their website is wrong information when in fact getting less download/upload speeds than what they promise. I have tried to cancel my contact but was told and I quote "you are not allowed to cancel until your time is up with us" hughesnet is a lying company who needs to be investigated, There are hundreds of negative reviews about hughesnet and their customer support staff. Please look into this matter, thank you for taking the time to read this.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my contract to be cancelled immediately without me having to pay anything. I would also like hughesnet to give what they offer/promise. I would also (if possible) to have 1/4 of my past three months of bill refunded due to only getting a portion of my internet service (which I have records of being kicked off the internet for numerous hour), which shows on the logs 118 times within a month, that is more than three a day! Thank you.

Business

Response:

February 27, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, our department has previously been in contact with **. [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]’s account was activated on November 25, 2011. On December 27, 2013, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 24, 2014 a dish relocation was completed to improve **. [redacted]’s service.

In light of the difficulties **. [redacted] has experienced with our service, we have issued a total credit in the amount of $180.00 for three months of service as of February 27, 2014.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: In June of 2014 I authorized a one time payment to pay for services rendered. Two weeks later I cancelled services. I returned the equipment.

In June of 2014 I authorized a one time payment to start my services from Hughes Net from the installer on site. Two weeks later the service bogged down so I called and realized that I would have to pay additional money to upgrade . I cancelled services. I received a box to put all the equipment so I returned it. Fast forward 2 months I checked my account and Hughes Net used my one time payment transaction to charge me $214 for something. So I called and the girl who was a foreigner who I could barely understand told me that I didn't return a part of the equipment. It was a receiver that was located on my roof with the Satellite. Again there was no communication from them saying that I hadn't returned a part of the equipment. Someone took my one time transaction payment and charged $214 to my checking account 2 months after I had cancelled services. I had never set up them to take money out of my account each month. the only time I paid them was to set up service . Someone needs to go to jail because I never set up anything to be taken out of my account . Someone should have contacted me via mail to get this resolved. Now someone illegally took money out of my account 2 months after I cancelled service ending my contract with Hughes Net. I want to see someone go to jail over getting my one time transaction and illegally pulling money out of my account. I will be seeking legal action!!Desired Settlement: I would like to see someone go to jail over this. I never received any notification in the mail that any equipment that was not returned. I never anyone to take money out of my account. They used the one time payment transaction to illegally obtain money out of my account.

Business

Response:

August 28, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter it is our understanding that [redacted] has some concerns regarding his service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when [redacted] 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. The equipment must be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. “In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the Service. Hughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each month. In addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum term. Hughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and Hughes. Hughes will charge a return fee for each debit that is declined by your bank. The return fee will vary from state to state and will be the maximum amount allowed in each state.” Once we receive [redacted]’s equipment the remaining fee of $214.00 will be issued a refund. [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, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]

Review: I did Not sign an actual contract with HughesNet, nor did I receive any forms showing my Terms.

I have Not been able to contact them by phone or via their Internet Site. I have been unable to collect any money from them and I NO longer have their Satellite Modem connected.

They continue to take money from my Debit Card each month. I also paid them installation fee/charge and was suppose to get a Refund from them.

Every attempt to call them led to No answer, busy signal, or excessive hold times.

I am disabled with constant poor health and fatigue issues that do Not allow me normal usage of phone and computer.Desired Settlement: I require all monies taken by HughesNet to be returned to my card on file. I also require that they stop any and all future attempts to bill me or charge my card.

Business

Response:

June 25, 2013

Review: I was hooked up with Hughes Net in April. I cancelled service on 5/31 due to poor internet service. Hughes Net has charged us approx. $470 (internet service for 45 days). I was not told by customer service that there was a 2 year contract on the service. I'm told that it is in the fine print of form we signed when equipment was installed. I have to send back equipment which means that I must climb onto our roof to get transmitter from the satellite dish. This is not safe for us. I am a 57 year old woman; my husband is 70. We are both on disability. Removal of equipment should be the responsibility of the provider. Hughes Net needs to tell customer at the time customer calls for installation about the 2 year contract. It is sneaky putting it fine print on form that we signed AFTER equipment is already installed. In addition, charging $88 per month for internet service is ludicrous. I'm now paying $75 for internet AND phone service. Hughes Net needs to shut down!Desired Settlement: I want credit for all charges for service that was incurred after 5/31 which is the date that I cancelled.

Business

Response:

September 10, 2013

Review: We Hughes Ne since April/May 2012. I called and talked to a customer service sales rep before signing up for service. I was assured that the satellite system would provide me me faster internet speeds because I was told that they just sent a new satellite into orbit and I was getting the newest technology that was compatible with the new satellite in orbit. I asked about connection due to weather and was told it would be very rare for us to have our service disrupted due to weather. We have satellite TV ([redacted]) and never had a problem, so I believed the rep. We were told that in order to get service, we had to sign a 2 year contract, which we did. Since our contract, we have had nothing but proble** with the service. We immediately started having connection proble**, which I called numerous times. They wanted to charge me (brand new service), to come to the house to troubleshoot. I said no and they ended up sending somebody free of charge. In the Fall of our first year, I was told that the reason we had so many connectivity proble** is because they had a new satellite in orbit that they just launched and my system was not compatible. I told the rep that I was told it launched ealier in the year and that my system was supposed to be. The rep said that was wrong and I would have to upgrade my system. This was within 6 months. They told me I would have to purchase new hardward at a cost of over $200. I declined because I didn't think it was right because they told me one thing and it ended up being wrong and I only had the system approximately 6 months and they wanted me to purchase more. I complained for several more months and finally was told by a supervisor that they would upgrade me for free because of discounts he added to my account to offset the fee. I was hopeful my service would improve, but it did not. We have continuous outages, if the wind blows, we lose connection and if there is a problem with my connection or hardware, they always want to charge me. I am paying over $100/month for service I can't use. As of today, I have been unable to connect to the internet in about 2 weeks. They don't seem to care about the customer once they have a contract signed because the customer is locked in for 2 years or they are assessed a $450 disconnection fee.Desired Settlement: At this point, I want to be released from the rest of my Hughes Net contract. Hughes Net can have all their equipment. In good faith, I have paid my bills on time and tried to work with them with all the loss of internet connection issues, but this is ridiculous. Customers should not be held to the contract when the company they have a contract with does not live up to their end of the contract. We feel trapped by Hughes Net for this horrible service and a contract we can't get out of no matter how dissatisfied we are with the service or how many times we call about connectivity issues.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on April 24, 2012. On February 24, 2013, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment. On February 19, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $250.00 to her account representing the early termination fee. Currently there is a credit balance of $50.80 on the account.

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

Very truly yours,

Executive Customer Support

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[email protected]