Hughes Network Systems

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

March 11, 2013

Review: When I signed up for this service, I was told that in order to schedule the installation for two weeks later that I had to give a credit card and that that card would not be charged. I did this, the service was installed and every month they are trying to charge a credit card that I have NEVER authorized them to charge. They have been unsuccessful at charging that card since it has expired, and I refuse to update it. I have contacted them repeatedly and asked that they remove my card which they refuse to do unless I sign up for auto payments or pay an extra $5 per month for them to send me an invoice. I was never informed of any of this during my installation or while discussing the terms of the service on the phone with them when I scheduled the install. I have been hung up on several times by customer service, especially when asking for a supervisor, albeit a mistake or not they could call me back since their wait times are ridiculous & of course they have my contact info. It seems they refuse to work this out with me. Now since I have refused to update the credit card for them to charge it, there is a new issue. Everytime I go online from my laptop or iPad and open Internet Explorer, instead of getting my home page, I get a message from Hughes net stating "We have been unable to charge your credit card on file for your monthly HughesNet service and payment is now due on your account." My bill was generated on 2/26/13(which I get an email about) and is due by 3/8/13, so it is not late, and not past due yet I am getting harrassing messages on my computers. I am so upset about this, it even happened while I was on [redacted] and clicked on a charity link. I dont know how this is allowed. I still have days before my bill is due, and I feel this is on the same level as stalking. I want this removed and their technical support department told me no way unless I update my card. I refuse to do that, why would I want to pay finance charges on a card or an extra $5 for invoices for a service that is as poor as this one. I am in a 2 year contract which I was willing to just wait it out with the poor service but with the billing messages each time I get on a machine and the way their customer service it treating me I am to the point of having them come get their equipment and cancel the service with no regard to the contract. I will not deal with having this message come up anytime someone gets on my computers. If they had explained this billing process to me, I NEVER would have agreed to this service. I can not do this for 2 years, I refuse. I pay all my bills online and quite frankly I dont need their $5 invoice, I can log in and see it so why do I need to do that? The invoices are online so why pay for them. It makes no senseDesired Settlement: I want the stalking messages to stop & my card number removed from their system with no $5 invoice. I want to speak to a customer service or billing supervisor who can make decisions, not leave me on hold or hang up & not attempt to call me back. I just want them to work WITH me to fix the issue or I will take care of it on my own.

Business

Response:

March 18, 2013

Review: We ordered from Hughes Net and the installer refuse to wait for someone to come home.

He [redacted]) the installer called at 9:30 am, questioning the line of service, can we see install other than patio, he does not want to send someone out if they cannot install and do not want to waste his time. I said well is that not the purpose for you guys to come out and see if you can get a signal. He said he was finishing his job early where he was at and will come over as soon as he is done. I explain that my roommate who the service is in his name, [redacted] will be leaving work at 10:30 to 11 am. Our appointment is from 1 pm to 5 pm. He still asked all the questions and I let him know that the dish could not install because they did not get a strong signal. So when we spoke with customer service who placed the order and gave him all the details, they said it was fine and they will get someone out there. They charge my card, 39.95, which they said its a hold, but it was a actual charge to my debit card. No hold at all. The installer arrived to our apartment complex, and called me at 10:50 am, and said that he has a problem, he will probably not be able to install because of line of site. He saw the dish already on the patio from dish and I asked okay, have you spoken with [redacted]. He said No, I asked is his truck there, a white dodge dakota he said no, he knocked on door. I then said okay, how did you get in the gate. He said it was open and he just drove in. I let him know that they usually like for us to escort people, which is why it was important for [redacted] to be there. He said the satellite is at least 3 ft and will not fit, can I put a poll out, I said yes, but where. Then he said most complexes would not let us drill a poll, I said it would be fine, as long as its in front of our walkway,patio. Being there was one there already before. Then he said I dont know I will probably have to talk to complex, I let him know we had permission and he should really speak with [redacted]. My phone was also breaking up, because I was at work in a building with bad signal. I told him if he goes to our manager's office, they will question why he was not with the renter and how is he in the complex with no escort. He went to tell me the dish must face south and the operaters, customers service reps do not know what they are talking about before they send us. They are not here, can't listen to them. I said well let me call [redacted] to see where he is, I will call you right back. [redacted] was 5 minutes away and call the installer, he did not answer. [redacted] arrived home, he said the guys was gone, he check the main building, no luck. I called and called did not get a hold of him. [redacted] finally spoke with him at 6 pm, and he told him I was rude and did not understand what he was saying. [redacted] said well I spoke with the complex and you could hang the satellite on the south side of building. The guy hung up on him. He did not give no reason, he just hung up. I called Hughes, spoke with [redacted] he was upset the installer arrived and did not communicate with anyone at home. He tried to contact the dispatcher and they refused to send someone back out after we told him it was okay to install. Because the reason the installer gave, was no line of site. I was upset and did cuss and ask to speak with the supervisor, who did nothing but said we are sorry, but once they say no one can come out we cannot do anything, I said even if we are able and have line of site. He said not. So I am was so pissed, I asked to speak to a manager. No manager on site, they said they are located in [redacted]. Do not believe that. I hung up on the supervisor who kept brushing me off. I said you guys let the installer who you pay, dictate if they want to do a job. That is nuts. The installer number is [redacted]. That is not the dispatch number as they have told me. That is who [redacted] spoke with also, not the local office, so they lied.Desired Settlement: They should not be in business with contract installers if they cannot control who works for them. That is bad business practice to come to a residence when no one is home. I want my full refund and the 4.5 hours that my roommate lost to come home for the installer from work.

Business

Response:

March 22, 2013

Review: This will be my SECOND complaint on this company in only a few months time. I filed a complaint in December 2011 which explained that HughesNet did not provide the service that they first offered us and we were not happy with that, along with many other things and when we tried to cancel the account we were given a bogus cancellation fee and were told to send their equipment back, we filed a complaint then because we were not happy with the service and they were trying to charge us a $400 termination fee. To make a long story short once the complaint was filed HughesNet called and explained that the ONLY money we owed them was for our FINAL bill and that we DID NOT owe a termination fee and that if we decided to keep the service there would be no verbal contract that way if we decided to cancel the service we would not owe that $400 termination fee, we did in fact cancel the service. What we finally thought was a resolved issue has surfaced again, Hughes has sent us 2 letters in the mail stating we owe them $385.73, the first one received I called them and explained that we were told there would be no termination fee and they agreed then, the SECOND letter which we just received (Letter code: [redacted], acct # [redacted]) states yet again that we owe that $385.73 so I called them yet again and they were still trying to say it was for termination! This is crazy! We were told we did not owe a thing once our final bill was paid and that has been settled! I will never suggest Hughes to anyone and will never use it again, they are a joke.Desired Settlement: I would like for Hughes to uphold what they said and us not be required to pay the termination fee.

Business

Response:

April 8, 2013

Review: I cancelled service with HughesNet in February 2013. I started receiving calls from a collection agency before HughesNet completed the cancellation.

I contacted HughesNet to cancel my internet service on 2/14/2013 (account # [redacted]). I advised the customer service rep ([redacted]) that I wanted my service to be cancelled effective 2/15/13. I understand that I am liable for early termination fees. She assigned case #[redacted] for this request, and another rep would call me immediately. I received a call from HughesNet, and when the call was over, I was satisfied with the outcome. It was made clear that my service would be terminated by close of business on 2/15/13. She told me that HughesNet would be shipping a box for me to send back the equipment that was leased from them. Over a month later, I still had not received this box. I called HughesNet on 3/20/13 and spoke with [redacted] at 11:57am (CST). He assured me that no further charges would be applied to my account after 2/15/13, aside from the Early Termination Fee. He assigned case # [redacted]. I also asked why I had not received a box to ship the equipment back to HughesNet. He advised that I would receive the box 7-10 business days after April 9th. I received the box on Tuesday, April 16th. I have the box, with equipment in it, on my desk as I type, to ship back to HughesNet. The tracking number is [redacted], pick up is scheduled between 10am and 1pm (CST). I began receiving calls from a collection agency on 4/12/13. The phone number calling is [redacted]. No one speaks, but I received a letter from the collection agency on Monday, 4/15/13, trying to collect over $600. The agency is [redacted]. I have yet to receive a final paper bill from HughesNet.Desired Settlement: I want my account removed from collections and my credit to not be affected by the lackluster customer service I have received from HughesNet. I would like for HughesNet to send a final bill now that the equipment is enroute back to their facility.

Business

Response:

May 8, 2013

Review: I cancelled back in March approximately the 14, 2013. I spoke with a representative of Hughes NET and stated to her specifically to mail me the final bill and I will mail in a payment. They charged my credit card on 3/16/13 for 318.53 . I never received a final bill and here it is May 10, 2013. I disputed this with my credit card company as well it took them till the end of April and we made a 3 way call-[redacted] my self and Hughes net. Hughes Net Rep admitted on this call they charged my card without my permission. [redacted] still allowed the charges to stand!! I will be filing a complaint against them as well until something is done about this injustice. I first contacted [redacted] (This is whom my credit card is through back at the end of March)They stated they would send me papers-They were never mailed-I called chase a couple of weeks later to reiterate my dispute the rep stated that they would look into it. Here it comes to the 26th of April when I call chase and we do a 3 way call with [redacted] at Hughes Net. Where [redacted] denied my dispute. I contacted there executive offices in [redacted], IL. I will file another complaint against [redacted]. If I would have known [redacted] would have been so lackadaisical in their pursuit. I would have pushed harder for Hughes Net.. All I want is a final bill and the charges reversed for 318.53 since they were stolen from my credit card. I NEVER gave them permission to run this credit card.Desired Settlement: I would like them to reverse the charges on my credit card account.

Business

Response:

May 15, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear [redacted]:

In response to your letter dated May 10, 2013 to the Executive Customer Care division of Hughes, we have contacted [redacted] with our sincere interest in resolving the outstanding matter. It is our understanding that [redacted] has concerns regarding the method of payment used to pay her bill.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with [redacted]. Our records indicate that [redacted]’s account was activated on February 25, 2012 and terminated on April 28, 2013.

[redacted] contacted our support team requesting that the payment of $318.53 be refunded to the credit card associated with her preferred method of payment as listed in our billing system. Considering [redacted] experience, Hughes has agreed to refund [redacted]’s credit card in the amount of $318.53 after an alternate method of payment has been made by personal check or e-check.

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

Sincerely,

Office of Executive Support

[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:

The reason I do not accept this response is due to the main point. THEY USED MY CREDIT CARD WITHOUT PERMISSION. AN E CHECK GIVE ME A BREAK!!!! When I called Hughes Net back in or around March 14 I specifically stated "mail me a final bill and I will review over to make sure the charges are correct and I will send in my payment the representative stated that was not a problem. This was completely overlooked by HUGHES NET!! They did not do there research and pull up the call. It is all recorded. There business practices are very shady. With as many complaints I am surprised they have an A+ rating. This company needs to know they cannot go above what is right on the consumer side. THIS IS WRONG and it needs to be taken care of. Here it is May 20th I still have not received a final bill as I had requested but they can see fit to charge my credit card a day later for the balance on my account. Then as a resolution request an e-check before they refund the credit card. Do you not see a problem with this company?

Regards,

Business

Response:

May 24, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear [redacted]:

In response to your letter dated May 10, 2013 to the Executive Customer Care division of Hughes, we have contacted [redacted] with our sincere interest in resolving the outstanding matter. It is our understanding that [redacted] has concerns regarding the method of payment used to pay her bill.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with [redacted]. Our records indicate that [redacted]’s account was activated on February 25, 2012 and terminated on April 28, 2013.

[redacted] contacted our support team requesting that the payment of $318.53 be refunded to the credit card associated with her preferred method of payment as listed in our billing system. Considering [redacted] experience, Hughes has agreed to refund [redacted]’s credit card in the amount of $318.53 after an alternate method of payment has been made by personal check or e-check. [redacted]’s payment method has been changed to invoice and she will be mailed her bill after [redacted]’s invoice is generated on her bill date of 06/02/13.

At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

[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]

Review: we canceled our services on the may 19 2013 they took out 82 .28 out of my checking account after contacting them they said that we had taken a deal we had taken no deal and they aggread to refund the money to day is july 3 and still no money all number to reach them go back to frontier net I have a ref number given to me by hughes net after everything was settled [redacted] I now it not a lot of money but I am about to contact a lawyer about thisDesired Settlement: just to get my money back and have nothing else to do with them

Business

Response:

Review: I didn't signup with Hughes Network.

I didn't allow them to run a credit check and specifically told them not to do it.

They did run as I'm not sure how a credit check whereas it imposed negatively on my report from Experian.Desired Settlement: Stating to withdraling the requests for credit reference and sending it to Experian for immediate removal of request.

Business

Response:

July 9, 2013

Review: Your company has the worst customer service I have EVER had to deal with. I am a responsible consumer who's balance is ZERO (after paying the early termination fee for relocating) and yet I received numerous letters threatening to send me to collections. I placed at least 4 phone calls ranging in time from 18 minutes to 53 minutes trying to settle this matter. THEN I returned your equipment as asked and your company "couldn't" find it and there would be a $300 fee for it. HOWEVER, I had the UPS label and tracking...after asking to speak with a manager AGAIN it was determined that indeed they had received my equipment on July 10 as I had said. I asked to have NO further communication with this company..via letter threatening me in collections with my zero balance, monthly overdue notices that I was still receiving with the account closed and confirmed that it was closed.......... NOW I get yet another letter AND a second return box for your equipment (that you already have). I called AGAIN to explain I am very unhappy with this company and I want you to leave me alone and I would not be telling anyone to use you. Yesterday I get home and there is a pick up notice from UPS number [redacted] that I call to find out it is Hughes Net AGAIN and they were here to pick up my equipment that they ALREADY HAVE since July 10th. I have to then call UPS to get to the bottom of it. I called your company again today asking why when I had a zero balance, had received multiple letters, call with complaints to leave me alone, received a second box to return items you already had WHY did I have a pick up order placed by your company in the last week to come get your equipment and waste A LOT more of my time to straighten it out. This is ridiculous!!! Exactly where is the customer service with your company? I am a responsible person and I will make sure that I relate my frustrations to my friends for them to avoid the use of your service!Desired Settlement: You can credit back my early termination fee for all of the hassle you have made me endure with this account. It is ridiculous the amount of time I have spent because of your negligence.

Business

Response:

August 16, 2013

Review: tru ditect t.v salesman I was told that the service would be $ 39.99 a mo I was giving phone # to hughes network as per my phone call to hughes I was also told it will be @39.99 after 1 st morth is was charges @64.95 I called hughes I was told this was the charges I was told that I signed up for @49.99 + 11.00 a morth for insurance and this was for 1st 3 morths and after 3 morths it will be @59.99 + $11.00 for insurance I told hughes network that I wamted a copy of the bills I was advised that this would be add:l @5.00 per morth .I called service on july 1 2013 I have send hughes equipment back on 8-21-13.Desired Settlement: not to call me

Business

Response:

August 27, 2013

Review: Had Internet service which was substandard as not as good as advertised. Hughes Net not able to resolve substandard service issues so tried to cancel account. Was hung up on multiple times when transferred to "account management" area in order to cancel account. They made it almost impossible to cancel account despite telling them I just wanted it canceled due to poor service. I told them I would be reporting the substandard service and poor customer service to the Revdex.com.Desired Settlement: They still are charging a $280.00 cancellation charge despite the poor service. Prospective customers should be aware that service is not good and resolving issues is even more difficult with this company.

Business

Response:

September 9, 2013

Review: On Dec. 3 2012 I signed up for Gen 4 unlimited high speed internet service, within 15 days service was extra slow, I called to ask why and was told I had used up all my allotted (time). I told them that I did not know that I had a time limit and ask that my service be disconnected, they would not disconnect but would cut $30.00 off my bill for 6 mo. and give me more "time" to use. Even tho the internet was not being used we kept running out of "time". I kept calling and complaining and on Aug 4 2013 was told the problem was with a hughesnet owned modem and I have a new one with in 5 days, I never received it so on Aug 17, 2013 I sent an e-mail telling them to discontinue my service and directed them to withdraw no more monies from my bank account due to the fact that they had voided the contract. Today, on Sep 3, 2013 they withdrew $295.00 from my bank , when I called to ask that my money be returned I was told that sense it was within the grace period they would redeposit my money, then the lady said that she cod not return it and transferred me to a Supervisor who flat out told me that they would not return my money, because I voided the contract not them, they have lied to me from the start and I want a refund.Desired Settlement: Contract void and all monies returned

Business

Response:

September 17, 2013

Review: From the onset of my dealings with Hughes Net, I have been lied to, complaints ignored and promised services, have not been rendered. First issue began with installation, where a technician informed me that in order to get service I had to cut down a tree in order for me to get service. Before removing the tree, I asked for a guarantee that I would be able to get service. The next technician arrived for installation and let us know that it was completely unnecessary for the tree to be cut down. Prior to this, one of my main concerns was that I would have outages during in-climate weather. During a recorded conversation with a Sales Rep, I voiced these concerns and was assured that due to new advances that this would not be an issue. Not only if it's raining, but even if it's remotely cloudy I lose speed and service.

My contract with Hughes Net states that I will be receiving 10 gigabytes of 10 mpbs service monthly. Since I began with the company, I have yet to get over 5. After contacting customer service multiple occasions and logging countless hours on the phone with them, I was told that the reason I was getting poor service was due to the type of modem they had given me during installation. Apparently they gave me an older model that sometimes won't provide the proper speed. So after being thoroughly annoyed and talking to two different supervisors they finally agreed to send the modem that would provide the proper speed. They argued against giving me a modem that would provide the service that I am paying for. Three weeks later, no modem. During this time, and multiple calls inquiring, my data usage drops from multiple gigs, even though I know haven't used them, due to the hours in which they state that they were used. Mainly because I'm at sleep or at work. But oddly enough these drops occur right after calls to their customer service dept. They say it's because someone could be accessing my network, oddly enough my network is password protected by a ten digit password that has capitols, lowercases and numbers. Not to mention the fact I live in the woods. A half mile back from a rarely used county road off of a dirt path.

So 3 weeks later I finally receive the new modem. Which apparently now needs a technician to log in into their system and setup. I pay an additional 10 dollars monthly for what my sales rep stated was next day service. I asked when the appointment would be scheduled and was told they couldn't give me an answer to that question. I asked what the additional 10 dollars a month I was paying was for. They stated it was to receive a discounted rate of service. I believe discounted and expedited service are two completely different things. Not to mention that the call was placed on the 29th of August and it is now the 3rd of September and I have not received a time or date for when the technician will be arriving.

The worst part, in my personal opinion, is that at this point in time my usage has past it's limit and that's when they "dial back the speed." There is no noticeable difference in speed or service. Doing an internet speed test prior to the Usage being over it's limit and after, provides the same rate of speed. Painfully slow. I was downloading a song off of I tunes and the speed I was getting was 5kbs a second. That is slower than Dial up.

Unfortunately due to the fact that I live in a rural area, this company is my only option. Due to the fact that I rely on internet for schooling and my husband relies on it for work, this is beyond unacceptable. After checking with our phone company, we have logged over 20 hours on the phone with their customer service and this is within a span of a month, yet we still receive no reliable service.

I believe that if I am to be paying over 75 dollars a month for High speed internet service, maybe, just maybe, I should actually get it.Desired Settlement: I would like a refund for the services I was charged for, and clearly have not received and I would like someone, to actually come and finish the job.

Business

Response:

September 23, 2013

Review: My complaint is that HughesNet internet service open a account in my name without my permission.I never talked to anyone at HughesNet. My boyfriend call to get internet service in his name for our children so they can do their homework. HughesNet asked for a secondary name to go on the account so he gave them my name as a secondary name. The next day my boyfriend call HughesNet because he got a text stating HughesNet took additional monies off his credit card without authorization. HughesNet wouldn't talk to him because they said his name is not on the account.HughesNet put the account in my name and not his name.When we request that they put the account in his name they said they can't do it.But they took monies off his credit card that was in his name only.Desired Settlement: I would like for HughesNet to close the account that they open in my name.

Business

Response:

December 17, 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 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]’ account was activated on December 6, 2013 and requested to cancel her service on December 10, 2013. Regarding **. [redacted]’ concern of her name being used without her permission, typically if a person doesn’t qualify for a lease account using their information they may ask the sales agent if another name in the household can be used or the agent may ask for a secondary name which is likely what took place here. We attempted to reach **. [redacted] to clarify the details and a gentleman who identified hi**elf as the husband and primary account holder stated that he could speak to us on her behalf. We advised him that we would have to speak to her without giving any further details.

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]’ account has been credited in the amount of $50.96.

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 switched from cable tv/internet to satelite. I was connected with a local internet provider. The representative spoke so quickly I had to ask her twice to please slow down. I finally had to ask her to switch me someone else. At the end of my 1 1/2 hour phone conversation to switch my internet service I thought I was getting the "same speed and availability" as my cable provider. All for the low price of $60/mon. Well, 2 months later, I am so frustrated with my internet service I decided to call. I thought it was my computer that was running so slow, I took it in and had it serviced. It took me about a month after I signed up for the service to realize it was the internet speed. I have called and talked to the company, the representative who signed me up never explained that only half of my data was available during the daytime, the other half is only available from 2am-8am. As a single working mother I rely on having a fast internet connection, because of this service not only am I not able to use my computer, wireless devices but also the Satellite television I signed up for. The account manager I spoke to today upgraded me to another crappy plan, which I will probably exceed only 2 days after the original package. I feel because I was not informed of my data limitations, both usage times and amount that I should be able to cancel my services without having to pay a $400 cancellation fee. I have only had the service for 2 months. I also had 2 different explanations from 2 different techs about why I was having slow connection times. Neither of which included that I had exceeded my data limit 10 days into the billing cycle. I was told to disconnect my router at night (that's when half of my data is available) so I'm not updating unneccessarily at night. Data which I never use anyway...Desired Settlement: To be able to cancel my service without a fee and use an internet service actually has data their customers can use while they're awake.

Business

Response:

December 19, 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.

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.

Hughes will cancel the account without penalty based on the difficulties **. [redacted] encountered when ordering our service.

We left a message for **. [redacted] and are currently awaiting a return call for her 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,

Executive Customer Support

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

[email protected]

Review: Me and my fiancee' order hughesnet thinking that it would be good affordable internet. They have lied to me on three different occasions. The first occasions being the setup of the service the sales rep told me and my fiancee' that she need a card to verify the account and that is all. Me and my fiancee' made sure and had her repeat to us that they would not use my card for billing charges which they did anyway which that was one of the first lies. The second is the service that we were promised. When the installers came to do the install of the house we were under the impression that they would mount the satellite on top of the house, but they did not and instead with out notifying us of there changes they mounted the satellite on a pole which in turn did not allow us the service that we signed up for which they told us we could get in our area and the techs were rude and made us uncomfortable in our on house. Once they started charging bills to my card and the service we wanted we where not given we canceled the service. It took a while to send the equipment back due to personal reasons with the household we were living at during this time, but I called and spoke with a rep that told me that once they receive the equipment they would refund me a full refund of my money for the equipment. We put a tracking number on the equipment and I called today which I was then informed that no I would be receiving my refund information because its takes up to 45 days to process the equipment then they will start the refund process. The took a pretty decent size amount of money out of my account unannounced and pretty much ruined Christmas for me and my family.Desired Settlement: All I would like out of this out come is a refund of the money I am entitled a refund to. I also hope that this will help them and there company to work on there customer skills.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted] – [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 16, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding cancelation of his account, and the unreturned equipment fee on his leased hardware.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on October 30, 2013. **. [redacted] is seeking a refund for his unreturned lease equipment fee.

Our Executive Customer Care representative found that **. [redacted]’s leased hardware had been safely returned, in good condition on December 17, 2013. Hughes processed the credit and refund for the $312.00 unreturned equipment fee to **. [redacted]’s credit card on file on December 20, 2013.

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

Sincerely,

Office of Executive Support

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Review: 3 months ago, I signed up with Hughes Net for satellite internet services. They required a direct draft from checking account with the understanding that I will and would be able to change to no one handling anything out of my personal account and was told all I had to do is call and change payment method. On top of that, they then charged an extra $40 at installation that they did not tell me I was to be responsible for. When I did that, I was denied that process. 3 months later, several phone calls of spending 1 or more hours going through all the steps to "make it work", losing several hours of work trying to get this resolved, because of no service, 2 extra sets of equipment, 1 technician visit, I cancelled my service. They informed me that I was breaking a contract. And as I told them they have not really honored their side of their contract for services. They reported I would have to pay the remaining amount of the contract term at which I warned them not to touch or access my personal checking account. I also emailed them and gave them the warning again. Not heeding my warning, they withdrew $385 out of my account, bringing my balance down so low that I am being prohibited the access of very important medications because they took all of my money that would have otherwise paid for $300 worth of medicines. AND they are now telling me that I still owe $125 if I do not return their equipment on THEIR ter**. They do not have the privilege to tell me what to do because a contract was verbally agreed upon. I don't have any problem paying for something I receive but this service was so scant to me and my elderly mother to approximately 1 total week altogether of service. I am frustrated, I am angry, I am in pain due to my health conditions and this company continues to cheat and lie to others. My son in Arkansas had the same complaint to you, exactly the same. I need your help please.Desired Settlement: I want my $385 returned to me personally, I wish for them to clear the $125 balance due for equipment. I have the equipment (2 sets) ready to be picked up tomorrow 12-19-13. I wish for them NOT TO TOUCH OR ACCESS MY PERSONAL EVER AGAIN!! THAT IS ALL I NEED. I NEED MY MEDICATIONS BUT I DO NOT NEED THEIR UNACCEPTABLE SERVICE AND WILL NOT EVEN ASK FOR THE MONTHLY PAYMENTS FOR THE PAST 3 MONTHS REFUNDED TO ME, EVEN THOUGH I DID NOT GET THE SERVICE ON A ONGOING BASIS. PLEASE HELP ME!

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 18, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel her HughesNet account and is seeking to cancel without penalty, and a full refund.

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

Our records indicate that **. [redacted]’s account was activated on September 13, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds, and unsuccessful repairs. **. [redacted] contacted our billing support team to explain she was unhappy with her service, as it did not operate as sales had promised. **. [redacted] ordered her HughesNet service through a third party sales source, Communication Solutions LLC (CC). The sales call is currently under

review.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. Section 1.1 of 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 SPEED.”

Consequently, we believe that we have a contractual right to assess these termination and service fees. Nevertheless, considering

her overall experience, Hughes has agreed to refund **. [redacted]’s service and early termination fees, and to issue a total refund of $573.45 to **. [redacted]’s credit card on file on December 31, 2013, leaving **. [redacted]’s account with a zero balance.

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

Sincerely,

Office of Executive Support

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

Review: Hughes net Internet is charging a large cancelation fee the they didn't mention when I got Internet to keep me in tied to paying them monthly. The internet service is horrible and they the advertise it being really great.won't help me in any to resolve to problem . They just want me to upgrade the service (pay more money for bad internet ).my inter net is actually not working at all right now , Nothing will connect to it. But I'm stuck paying the monthly bill.I just want to cancel my services with them and not have to pay the ridiculousness cancelation fee that they lie and said they didn't have.

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # 9856075

Dear **. [redacted]:

In response to your letter dated December 30, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where she can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on September 11, 2013.

Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: Your company keeps taking money out of my account. I have called the Corp office 2 times and thought it was handled. I am a senior citizen and on a fixed income. I cancelled your service and yall have withdrew money 2 times. I am in the process of contacting an attorney about this matter. I don't need the stress yall have given me.Desired Settlement: I feel that I should be compensated for the stress yall have given me. I don't know what it takes for you to realize that people on a fixed income can afford for yall to keep taking money out of my account. Please explain.

Business

Response:

January 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 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 9, 2013. On November 5, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.

There was a previous case with our advanced billing department to credit and refund the early termination fee which was refunded on December 6, 2013. The additional charge of $212.00 was for a radio transmitter from her dish that our system shows as not being received.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $212.00 to her account and that amount has been refunded to the card on file. We informed **. [redacted] of our decision on January 24, 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: I ordered hughesnet in december, and on the phone while I was ordering, I told them I needed a wifi modem. Well I didnt find out they did not have wifi mode** until the installer came to install the product. They told me I had a month to try it out and I will be able to cancel the service without a termination fee. So I tried the service and bought a wifi modem separately as the guy who came to my house suggested me to do. I had some proble** off and on with the internet being slow, but it took me some time to figure out that it was indeed the hughesnet service and not my modem. I then called in January to cancel. The technician who came to my house told me that I had 60 days to cancel. I called in january to cancel and they pressured me into staying longer by giving me higher speeds for the same price. So I tried that out for a couple weeks. Some days were ok, but nights were always slow. Hughesnet internet provided me with very slow service the entire time, and that service kept cutting out. They promised this internet would be good. All I am asking for is internet that works. It takes a little longer than 30 days sometimes to figure out when the service is not going to work for you. Especially when it comes in and out. I took some time to give it a chance. Now they want to charge me 400 for an early termination fee, or to buy the plan out as they say. I am very unhappy with their service. The technician told me 60 days, I distinctly remember being told 2 months. I dont have it in writing, however. But I stupidly trusted the technician.Desired Settlement: I would like to not be charged the early termination fee, as it is close enough to their 30 day rule.

Business

Response:

February 19, 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 December 6, 2013. On February 2, 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 $400.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $400.00 to her account representing the early termination fee.

We 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]