Hughes Network Systems

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: 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: 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

Hughes net is the worst internet option out there. Their service is capped to only allow you to download 10 g a month?! Who in this day and age only uses that? It then raises your monthly bill, slows your internet speed to 1kb a minute or less, and becomes unusable. All of which they failed to explain to my untethered savvy 70 yr old father. So they locked him into a two yr contract at 39 bucks a month yet charged him $64 every month. When I called after the long wait of two yrs and having checking email take literally 4 to 5 hrs, they refused to do it more than two weeks in advance and transferred me to 3 different agents who tried to get me to keep the service, regardless of me stating repeatedly, "there is NOTHING you can do or say up to and including giving us free service that would make me keep this horrid service!" So once I finally got it through to them that we were disconnecting, they continued to bill us for two more months on auto bill on the credit card even though that had strict instruction that they no longer had permission to bill the credit card and to send a paper bill. They finally refunded the payment, however, the balance it left on my usual no balance credit card accrued interest which is just unexceptable. Then to add insult to the situation they send a box for their equipment. Which would be fine except they expect a 70 yr old man who uses a walker to walk to get up on the roof to get their radio thingamajig off the satellite they installed and put giant holes in our yr old new roof?!? They included a note that it's dangerous and we should pay someone o come do it????!!! This company is a joke! Their customer service is TERRIBLE, outsourced to india, unhelpful, and pointless to call. I called multiple times to complain to no result. The only reason we ended up with the service is because directv recommended them because out area doesn't receive att. There is no way anyone could use that service in conjunction with directv on demand or watch directv on you tablets or phone because it never loads and if it does days later it stalls, skips, or buffers the whole time. Directv should be ashamed of themselves for even supporting such a company which IS an umbrella company of theirs. I'm disgusted with both companies. I highly suggest anyone thinking of switching to either service DONT DO IT! You will regret it the whole two years. Honestly, I'm thinking of taking them to court because the service they provided was unusable! Sad. It takes a lot for me to write w review and here e are so that alone speaks volumes. On to my review of directv!

HughesNet is the worst experience I've ever had with a company. Their prices are bad. Their customer service is rude. They have limited data on their internet and they have zero explanation for usage, you just have to take their word for it.
When there is still data available, it's slow and skips. In addition to these issues they do not have any technicians. If you need service they send someone to your home, but could not tell you how much the service will cost. You can't get a quote on price until they are at your house already.
I would never recommend this service to anyone I knew.

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: see Attached documentDesired Settlement: see Attached document

Business

Response:

March 11, 2013

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: see Attached document

[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

see Attached document

Business

Response:

March 6, 2013

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

We recently moved into a rural area where there were only two Internet providers. We chose to go with Hughesnet, because they guaranteed us the better service. As the man said on the phone "have you seen our commercials, we offer service just about anywhere!" After deciding to do a 2 year contract with them because they were the best option, after only a few days of having them our Internet wouldn't work. I called and they assured me it would be fine. We couldn't play movies, browse on our phones or watch On Demand with our Direct TV services we also pay for. After what I thought was the end to our Internet problems, it continued! I called them again and the lady was very rude! She never offered trouble shooting over the phone nor did she offer for someone to come look. I threatened to turn our services off and go with someone else. When we initially talked to the sales associate over the phone to get services the man guaranteed me that we wouldn't be stuck with a service that wouldn't work in our area. After a week or two it started acting up again! I called to complain and he informs me that we pay around $74 dollars a month for only 10 gb of fast internet, that they never told me during the first call when we decided to get services from them! After the 10 gb is used up (which goes super fast, after only watching a handful of shows) the Internet turns into a slower Internet which allows us to basically not be able to do anything with our Internet that we pay, what I think is an extreme amount for JUST INTERNET! I've read tons of reviews about Hughesnet after having these problems! Seems like we are not the only ones they lied to about guaranteeing fast and reliable services. Even before we exceed our 10gbs our service is so slow! I don't pay over $70 a month to have a service that we cannot use. I am in the Military and work full time and my wife works. We need our Internet for everyday things for work and we can't rely on Hughesnet for none of that! I would like something done about this! Not only because we are upset that we so much for something that doesn't work but because they lied to us about the service.

This is the worst Internet service I have ever had. Nothing but issues since I signed up. Service doesn't work half the time. I've spent countless hours on the phone with this company troubleshooting their system. I was promised that my bill would be $60 per month only to find out that it's actually $90. The only reason I'm still a customer is because I have no other options in my area. I was told today by a customer service supervisor that he would gladly transfer my call to close my account. He'd rather lose my business than apply a $30 credit to my account.

Review: Customer service and technical help UN helpful UN kept orders

Upgraded to gen 4 in oct 1012 never received right modem till dec15 2013 , was paying for fastest speeds , not receiving them because of wrong box , told upgrade to gen 4 to watch [redacted] now when watching go over allowance , now they can charge you more ....Desired Settlement: I want a year free service , they don't help when calling tech support , nothing ever gets resolved ...

Business

Response:

January 6, 2014

**. [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 26, 2013 to the Executive Customer Care division of Hughes, we have contacted **. [redacted] with our sincere interest in resolving the outstanding matter.

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

Our records indicate that **. [redacted]’ account was activated on January 9, 2009 and upgraded to the Gen4 system on October 17, 2013.

**. [redacted] contacted our technical support team on several occasions due to service issues. After evaluation, it was determined that **. [redacted]’ service was not performing within acceptable parameters.

Hughes values **. [redacted] as a long term customer. On January 4, 2014 we completed a field service dispatch, to thoroughly evaluate the operational capacity and replace or repair system components of **. [redacted]’ equipment. As an executive courtesy, on January 3, 2014 Hughes issued a three-month service credit to **. [redacted]’ account in the amount of $299.97. Hughes will continue to monitor the performance of **. [redacted]’ service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair.

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

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

I am moving to Madison Heights, VA from Fairfax, VA. We have tons of internet options. TONS! Where we are moving, we have HughesNet. I called to set up service and was told I had to buy the dish for $399.00. I have a year lease and an awesome credit score, why can't I lease the dish for $9.99 a month like advertised on the site? Well, I didn't qualify....fishy! So I told the guy I would call back. Today....I qualify to lease the dish. But even though they are the ONLY carrier in the area AND I have a dish installed on my house now (the previous tenants also had Hughesnet) they are STILL charging me a $99 install fee. And if I cancel before 24 months I could pay up to $400 to terminate my contract. I have a year lease! A YEAR! I can't begin to tell you how ripped off I feel. I don't have any options and the one I do have knows they have me in a tough spot and is taking advantage of it. I hope their service after installation is great because I am super unimpressed now and feel very taken advantage of.

Review: I have filed two complaints against this company so far. I cant even believe that I'm having to do this again. Every time I have file a complaint against this company. They have favored on my side. They sent one of THEIR EMPLOYEES to remove a part from my roof. But THEIR EMPLOYEE left this part in a box on my front porch. I would imagine that they would want me to pay for shipping this back tho them. Now i'm extremely confused as to why THEIR EMPLOYEE just didn't take the part with them? Every complaint I have filed against them has been about being harassed and bullied by this company. And every chance they get. They do it again! I cant even believe that this company is still in business. And being allowed to treat people the way that the do. I have told them I am not paying them one more penny! Their service was awful! The promised me it would be perfect for what I needed. And it wasn't even close. And they keep calling me. And telling me that I owe them money. I find it humiliating that they would think I would spend the money to return this piece of their antenna. They are not getting any more of my time! Or my money! If they want this piece of their antenna back. They should have taken it with them when THEIR EMPLOYEE took it off my roof. I'm so tired of these games that this company has been playing with me since the first time I spoke to them. And every lie that comes out of their mouths! I just absolutely want to be done with them! And I refuse to pay for anything regarding this company. If they want this back? They need to come back and get it! Or send me a pre-paid box! I've never been so harassed by a company that was so full of lies and deceit. And have tried every single way possible to get more money out of me. There service that provided me with nothing. Cost me a small fortune! Which was a complete waste of money! Not one more penny will come from my pockets to go towards there company! And in my former complaints. This subject was mentioned. I told them at that time I wouldn't pay for this. And they agreed that I shouldn't. But, yet here I am again. Filing yet my third complaint against this same company. PLEASE have them leave me alone! This is getting absolutely absurd! What is wrong with these people? I urge anyone who is considering doing business with this company. To look anywhere else.Desired Settlement: Either come and get this part YOUR EMPLOYEE left on my porch. Or send me a way to ship it back to you at no cost to me. And then NEVER contact me again! EVER! For any reason. Do not mark my credit as a negative! And again Leave me alone! Be professional! And communicate with all of your departments. So that every single person who works for your company. Will know, that my case is closed! I owe you no more money! And you will not file a negative mark on my credit! And have YOUR EMPLOYEE who left this piece of equipment on my porch return and take it with them! I'm so fed up I cant stand it any more! I feel like i'm dealing with children. Not an actual company where adults work>

Business

Response:

June 29, 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 to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. After further review, the technician is not required to return **. [redacted]’s equipment. **. [redacted] is responsible to return his own equipment. Hughes will send a pre-paid label for **. [redacted] to return his equipment. **. [redacted] will need to find a box big enough for the modem, power supply cord and radio to fit in successfully. **. [redacted] would need to notify me once the equipment is return to have the balance of $302.21 credit to the account and reflect a $0.00 balance. While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I am unable to view my bill before money is collected from my account.

On March 31 2013 I called into Hughes Net customer service to ask for my bill. My Bill is due on the 9th of every month. I wanted to see how much it was before they took it out of my account on the 9th of April. They were unable to provide me this information. They proceeded to let me Know that they could not Give me my exact bill but they could give me an estimate amount and hope it was right. I asked them if there were any way I could see my bill before it was due on the ninth they said the only way was to switch my account to invoice billing which costs an extra $5.00 a month. I am on auto pay so I cant. My Invoice comes out on the 9th and my payment is due on the ninth, so I get no time to see my bill before it is automatically deducted from my account. I do not feel this is right. The only thing I can do here is make advance payments,and hope it covers my bill, to stay ahead if I want to keep up. I talked to a supervisor who then told me the same thing. He also informed me that my bill would be raising $10.00 more a month because I was in a 3 month promo I was never informed about. As well as paying for a protection plan I did not need , because I am under warranty for 6 months. He credited me the amount of the protection plan that I had paid A month prior since I did not need it anyway. I was never given any paperwork or contract information and was never informed of any promotion for 3 months only.Desired Settlement: I just want this fixed so I am able to see my bill in an e-mail or online without paying extra. All I ask is to be able to see my bill a couple weeks in advance so I can make an exact payment or make sure I can cover the funds that will be deducted on the 9th.

Business

Response:

May 8, 2013

Review: I have questioned the 2 year agreement in which Hughes Net will not provide proof. I called to inquire and was advised they were not authorized to provide proof. I explained if they can not show proof, then I can not be held liable for a 2 year agreement. I did email the executive office with no response. The representative stated I can read the terms and conditions on the Hughes Net website. I did this in which it was revised March 2013 and does show 2 years. I activated Hughes Net 11-9-2012 with no paper work signed by me agreeing to a 2 year agreement. The connection is much slower than having Comcast. The representative was not in the United States and kept telling me not authorized to send proof as it was in a secure location.Desired Settlement: If no proof of me agreeing to a 2 year agreement, then would like to disconnect with no backlash of trying to collect for early termination

Business

Response:

July 23, 2013

Review: In general, HighesNet required a three year contract. I feel I did not receive the service promised and am now being charged an early termination fee

I called repeatedly to discuss how slow the internet was. It was impossible to things as simple as upload a picture or send an email. Each time I contacted them it will improve for a few weeks, but would then go back to nearly impossible to use. I do not feel that I should be penalized for ending my service with them when the service provided was not functional. The last person I spoke with was Allen C[redacted] and the case number is [redacted]. Also, when asked to choose my military paygrade, surviving dependent was not an option. My husband was KIA. Thank you.Desired Settlement: I wish to be freed from the $159.90 early termination fee.

Business

Response:

August 12, 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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on September 18, 2013. On May 5, 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 $314.90. 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 total credit in the amount of $314.90 to her account representing the early termination fee. Initially Hughes had waived half of the early termination fee. As a one-time courtesy we have waived the remainder of the 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, 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.

Review: HUGHES NET WILL NOT LISTEN, WE CALLED THEM AT LEAST 6 TIMES, TRYING TO EXPLAIN WE HAVE INTERNET SERVICE FOR ABOUT 10 MINUTES AND IT WILL STOP, FOR THE PAST TWO MONTHS, WE CAN NOT USE THIS SERVICE. WE DID EVERYTHING THEY ASKED US TO DO, AND MY WIFE SPOKE WITH SOMEONE FROM CUSTOMER SERVICE THAT WAS NOT ENGLISH SPEAKING OR BROKEN ENGLISH AND HE PUT IN HIS REPORT THAT SHE REFUSED TO GO THRU THE STEPS THAT HE WAS EXPLAINING TO HER. THIS IS EQUIPMENT FAILURE PROBLEM. I WANT MY SERVICE RESTORED SO WE CAN USE IT AND I WANT TWO MONTHS SERVICE FEES RETURNED PLUS THE $125 MAINTENCE REPAIR CHARGE.Desired Settlement: account # [redacted] I HAVE CONTACTED HUGHES NET AT LEAST 5 TO 6 TIMES, OUR INTERNET SERVICE HAS NOT WORKED PROPERLY FOR THE LAST TWO MONTHS. WITH THAT BEING SAID. MY WIFE AND I HAVE WENT THRU EVERY SINGLE STEP OF TRYING TO CORRECT THE PROBLEM SO A TECHINAN WOULD NOT HAVE TO COME OUT. MY LAST CALL IN, I WAS TOLD MY WIFE REFUSED TO GO THRU THE STEPS THAT THE CUSTOMER SERVICE REPRESENTIVE ASKED HER TO DO. #1 WE BOTH COULD NOT UNDERSTAND THE CUSTOMER SERVICE PERSON, THEY WERE NOT ENGLISH SPEAKING. MY WIFE TRIED TO UNDERSTAND TO THE BEST SHE COULD. SHE TOLD HIM TO SEND OUT A TECHINAN BECAUSE WE HAD A PROBLEM WITH OUR SATALITE DISH. IT WAS OUT OF ALIGNMENT DUE TO WHAT EVER REASON IT GOT OUT OF ALIGNMENT. WE WERE CHARGED $125 FOR THIS SERVICE CALL. WE PAY A MONTHLY SERVICE FEE FOR REPAIR WORK. I WANT TWO MONTHS OF SERVICE BACK AND MY $125 SERVICE CALL REFUND.

Business

Response:

July 30, 2013

Review: WE HAVE CALLED INTO HUGHES NET ABOUT 6 TIMES IN REGUARDS TO OUR SERVICE NOT WORKING. WE KEPT GETTING NON ENGLISH SPEAKING CUSTOMER RESPRESENTIVES. EVERYONE SINGLE ONE WAS RUDE AND ONE CUSTOMER SERVICE PERSON SAID THAT WE DID NOT GO THRU THE PROPER STEPS IN ORDER TO SEE IF OUR SERVICE WASN NOT WORKING. THAT WAS NOT TRUE, WE DID EVERYTHING WE COULD ON OUR END TO GET OUR INTERNET SERVICE TO WORK CORRECTLY.Desired Settlement: HUGHES NET OWES US TWO MONTHS OF SERVICE FEES IN WHICH WE COULD NOT USE OUR INTERNET SERVICE PROPERLY AND $125 THAT A SERVICE TECHINAN CHARGED US TO COME OUT AND REPAIR THIS SYSTEM. WE PAY A MONTHLY MAINTENANCE FEE FOR REPAIRS. THIS IS NOT COMING OUT OF OUR POCKETS. AND HUGHES NET CAN GIVE US EARLY TERMINATION FREE OF CHARGES. THEIR SERVICE IS NOT WORTH HAVING. THEIR CUSTOMER SERVICE PEOPLE ARE RUDE AND ACT LIKE ITS SOMETHING WE HAVE DONE WRONG.

Business

Response:

July 30, 2013