Hughes Network Systems

Review: I have been dealing with an issue with customer service and supervisors over auto pay. two weeks prior to the june auto payment I have requested that it be taken off auto pay and wasnt. therefore they have caused me $105.00 in overdraft fees. I was told numerous times that I had to fax documents showing that where there payment was taken and when the overdraft happen. I call them back to tell them its faxed only to be told that it will up to 72 hours for it to be reviewed and refunded. I spent a total of 5 business days numerous phone called with customer service and supervisors to get this resolved and it has come to me filing a complaint.Desired Settlement: this is my desired outcome. I want hughesnet to provide me the $105.00 in overdraft fees that they will find on the faxed documents. after numerous faxes I dont see any more need to fax anymore documents. I am seriously considering cancellation.

Business

Response:

June 28, 2013

We have used Hughes Net for close to 2 years. Their signal is hardly ever available. We can never reach customer service. You have to jump through hoops and wait forever to get a human on the line. We were finally able to get someone long enough to cancel with a 190 dollar fee. They told us we would have to remove the equipment"from on the house" and mail it back to them! I am a 67 year old woman with arthritic knees and hips! I have tried and tried to reach them to no avail. Can you help me?

Review: Took unauthorized money from account. want money refunded back to account.Desired Settlement: want money put back in account. company is a ripp off

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID 9939434

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 July 15, 2013. On January 2, 2014, **. [redacted] requested to cancel her service.

Regarding **. [redacted]’s request to be refunded $239.83, she was refunded that amount to the card on file on January 3, 2014 and disputed the initial charge on March 12, 2014 with her financial institution. As a result, that amount has been debited back to her Hughes account. The remainder of the balance on the account is a result of that disputed payment after it was already refunded in addition to an early termination fee in the amount of $258.44.

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: To whom it may concern,

I have tried several times to get assistance to terminate my service. The phone calls drag on and the rep cannot seem to answer any questions. This is the same reason I am trying to cancel my service. When I first started my service it was acceptable although I felt it was not quite what was advertised. The service is described as “high speed internet” but you never describe the high amounts of Lag on starting the downloads and uploads. As I said, in the beginning it was acceptable but as time went on it got worse and worse. The Lag had increased to make it unacceptable. I called and explained my issue they told me there were no problems. I called again and insisted things had degraded. They set up a service call and a tech came out. He found nothing wrong and left. According to your records this never happened. IT DID. I than called and stated that I was not satisfied and the service had degraded to the point of not being usable. My wife was trying to conduct some online training and kept getting kicked off. I asked to cancel he service and the rep insisted on having a tech visit even though one already did. They set the service request and I received several calls and left messages but the tech never showed up. I called again to cancel my service and the REP seemed not to know how to cancel the service. I had to hang up after 20 mins and have not called back. During that conversation I also learned that my equipment would not be bought back by Hughes. I was told that the equipment could be sold back later If I purchased it versus leasing it. I have had enough and want a competent rep to call me.Desired Settlement: I have had enough and want a competent rep to call me.

I want to cancel my service.

I want Hughes to buy back my equipment as they promised originally.

I will make my final payment via check I have canceled my credit card and do not trust Hughes to follow through on any promise.

I have read page after page of similar complaints on multiple sites. I suggest you evaluate what is being sold versus what is being delivered.

Business

Response:

July 23, 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 support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of the issues [redacted] experience; Hughes has waived the early termination fee, bringing the amount due to $0.00. In addition, we have issued a refund of $100.00 to the credit card on file that represents half of the equipment fee. [redacted] would need to contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

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,

Review: Hello,

I recently moved residences and requested my HughesNet service to be relocated to my new home. I understand that HughesNet outsources to other companies for installs. My installation appointment was scheduled for Friday, February 8th. Two men showed up to my door at about 3:30 p.m. without HughesNet attire or identification to perform the installation. I live alone most days of the month and am pregnant. These two men wore saggy jeans and one wore his hat sideways and referred to me as “Dude”. I was very uncomfortable allowing these two characters in my home. Their unprofessional appearance certainly did not instill confidence. During their work they shared with me their own dissatisfaction with Hughesnet, and also reported how much money they earn for each installation ($75) and that if the installations are unsuccessful they don’t make a profit because of fuel costs and travel time. One of the installers, [redacted], reported that he keeps old equipment in his shed at home.

After four hours of working, and using numerous minutes on my cell phone, the installation was unsuccessful. They left my home at 7:30 p.m. and told me they would return the next day to finish and never did. My husband and I both work and I didn’t appreciate taking the time off work to be stood up. The installation company called a couple days later and asked me if I had seen or heard from the two installers. Apparently they were missing in action from work.

After discussing these issues with my husband, we decided to cancel our contract. We reported our complaints to customer service and spent hours on the phone discussing our concerns. We agreed to pay a rather steep early contract cancellation fee. Allow me to reiterate: I canceled my contract because of the two unsavory characters that came to my home. On Feb 15th, the same two characters came to my home to remove the equipment, however never returned the radio transmitter to HughesNet. I was responsible for returning the cables and modem, which I did. Today, April 15th I have a charge in my checking account of $200 for the radio transmitter that was not returned! As a customer, it is reasonable to believe that when the installer returns to remove the equipment that all equipment is returned and the consumer is relieved of their contractual obligation. Apparently not so! Consumers should not be responsible for monitoring the whereabouts of equipment that an outsourced company failed to return!

I demand my money back and this problem be resolved quickly! This new issue I was given today confirms that my decision to cancel with HughesNet was the right decision.

Case#[redacted]Desired Settlement: I would like to have my account credited for $200

Business

Response:

April 25, 2013

Review: Failure to provide service as contracted and cancellation fees.

Initially the wireless internet worked as was promised. Then by month 3 bandwidth started disappearing (we purchased 10 gbps on a plan). From this point on I would have to contact HughesNet regularly to complain and inquire about where the bandwidth had gone. It got to the point that I disconnected every device in the house with the exception of 1 and bandwidth still kept disappearing. HughsNet was of the opinion someone was piggybacking stealing our internet. I minored in Business Information Systems (IT) and know for a fact that this was not the case because I monitored my wireless network and even disconnected the wireless and ran a hardline straight to the 1 device. In another instance, my wife and I were out of the state (GA) from February 27th through March 7th. When we returned home I was notified that my Credit Card had been canceled due to the Heart bleed virus by my bank so Hughesnet could not process payment and therefore for my service had not been renewed. When I contacted HughesnNet on the 8th I believe with an updated Credit Card number to process payment I was notified that all of my bandwidth had been used and that I needed to pay more for internet. At this point I was very frustrated and essentially backed the rep into a corner and was given 7 gb of data "gratis" even though I had paid for 10. This was at least the fourth time we were given data "gratis" on separate occasions. At no point was I offered troubleshooting help or assistance with monitoring bandwidth with the exception of a countdown dial that only told me how much data was left. When I cancelled my account which was another brow beating by HughesNet who did everything to keep me from cancelling to include suggesting upgrading to more data and finally offering real troubleshooting assistance I was notified of an early cancellation fee. I rebuked and stated that I do not believe I should be charged the fee due to the fact they had not provided services as contracted. I noticed today that $295 has been charged to my account. When we setup the account we had an option to rent or purchase the required equipment. We opted to purchase the equipment because we were told the equipment would be bought back should we decided to cancel the service. We have yet to receive the return box for the equipment. The individual who tried to dissuade me from cancelling kept trying to get me to transfer the equipment for HughesNet in lieu of returning it so I guess this is another tactic to take people's money without providing the contracted services or exercising contractual options. I know that HughesNet should have data collected from each of my calls logged against my account and hopefully the calls were recorded. I am going to protest the charges with my bank and notify them that a grievance has been filed with the Revdex.com.Desired Settlement: The only settlement I want is a refund for the cancellation fees and for them to send me the return equipment boxes so I can be reimbursed for the equipment I purchased. I would also like this to be noted in their business file.

Business

Response:

June 3, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on August 1, 2013. On April 29, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $295.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Per Hughes’ subscriber agreement, purchased equipment must be returned within the first 30 days to receive credit for the equipment. As a one-time exception, If **. [redacted] sends his equipment back we will credit the account in the amount of $200 and that amount will be refunded back to him. **. Haussman must send the radio transmitter which is attached to the arm of the dish, the modem and power supply. We will send a pre-paid label as a courtesy to cover the shipping cost. 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]As I stated in my initial complaint I reject the response because the appropriate level of service was not provided, period. As **. Williams states in his response regarding "good faith", I purchased my equipment with the contractual right to return the equipment for a refund so this is not a "good faith" gesture on the part of HughesNet. Consequently, I made this request during cancellation and have yet to receive the box required to return the equipment for the refund. In addition to the "good faith" remark as a consumer I reserve the right to demand the level of service I agreed to when I signed the contract. HughesNet failed to provide the contractual level of service over a period of several months. **. [redacted] refers to review of pertinent records, this is a play on words as the "pertinent records" will show several complaints and gratis bandwidth in excess of 25gb from the call center technicians to make me go away because they could not explain the disappearing bandwidth. I still have yet to receive an explanation how a prepaid service which was not paid due to my credit card being cancelled by my bank due to the Heart virus resulted in zero bandwidth after the service was paid. In other words, pay first, get bandwidth later but when I paid apparently all of the bandwidth was used when my wife and I were out of town and all devices were turned off with the exception of the HughesNet router over a seven day period. It is my opinion that HughesNet knowingly provides a substandard service and that most consumers simply take it and will not take it to this level only to cancel once the contract period expires. I did sign a contract in good faith to pay early termination fees should I decide to cancel early but the onus is on HughesNet to provide the service I paid for in good faith which they did not. I propose that HughesNet provide the dates and data sizes of gratis bandwidth and support why I was given free data if there was not a data handling or monitoring issue on their end in addition to providing a logical response to the 20gb of bandwidth used without being paid for and when no devices were powered on. I reiterate, my wife and I went so far as to unplug all networked devices in our home with the exception of the HughesNet router while we were out of state to see what would happen. This resulted in the aforementioned 0 bandwidth after payment with 0 use. Again, returning the equipment is my right per the contract and has nothing to due with good faith on the part of HughesNet. The call center rep I spoke to when I cancelled did everything they could to dissuade me from attempting to return the equipment and recommended that I transfer it. I directed them a minimum of four times to send me the box to return the equipment and to date we have not received it. The only outcome I will accept is a full refund of the early termination fees and the equipment return box sent to me for the full equipment buyback price agreed upon in my contract. I will have to find and double check the agreed upon return price in my contract which may be $200. I am fully prepared to elevate this to small claims court and create a customer awareness Facebook page because customers should not be treated this way.[redacted]

Business

Response:

June 17, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’s latest concern, as previously mentioned the early termination fee is a valid charge. Under Hughes’ purchase option, the equipment return credit is equivalent to the 30 day period to cancel without penalty. After the 30 days the warranty has expired on purchased equipment and can’t be returned for credit. As a courtesy, we have agreed to make an exception and refund the purchase cost of the equipment once it’s received. Hughes doesn’t provide return kits for purchased equipment; however we have generated a prepaid label that **. [redacted] can use with his own to return the modem, power supply and radio transmitter which is attached to the arm of the dish without incurring shipping cost. In the interim we have issued a credit in the amount of $60.00 to the account for one month of service. Once **. [redacted]’s purchased equipment has been received, we’ll issue an additional credit of $200.00, all of which will be refunded to card on file. Unfortunately, we will not be honoring **. [redacted]’s request to refund the early termination and issue credit for the purchased equipment. 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]

Review: On 9-19-13 my bill was mailed out to Hughes Net with two separate checks enclosed in this envelope with the invoice. first check was mine #[redacted] or the amount of $65.62. the second check was from [redacted]'s account check #[redacted] for the amount of 65.00 totaling 130.62 of the amount of what the bill was for. On 9-25-2013 I checked mine and **. [redacted]'s account to see if our payments had been cashed via internet. the check # [redacted] cleared our bank of branch of hocking valley banks in [redacted] but check # [redacted] did not. I contacted Hughes Net regarding this issue. I spoke to a [redacted] and she continued to argue with me that I only made one payment not two. I reassured her that I mailed both checks and it is possible that when they received the payment that both checks could have stuck together seeing as though they were the same color and from the same bank of branch just different account numbers and names on the check. she proceeded to tell me no other payment was made and they didn't receive it. I informed her that I have a carbon copy from check #[redacted] as proof that a second check was made out to them and that I wanted their fax number to provide a copy to them due to I was not issuing another check nor stopping payment on #[redacted]. she gave me the number I faxed the necessary paperwork they asked on 9-25-2013 at 10:36a. she also provided me with a case # to give every time I called in with concerns about this matter which is case #38210927. I called in yesterday as instructed and spoke to an [redacted]. after 25 minutes of being continuously put on hold and only 5 minutes of talking to this person [redacted] stated they had received my fax and that they would resolve this issue by deducting the amount of check #[redacted] since they cannot locate the check but got my fax, I was then informed that I would receive a phone call in a couple of hours from another rep in that company to discuss the outcome of what my bill would reflect. I waited a couple hours as promised no phone call. I called Hughes Net back and got a person by the last name of [redacted]. she proceeded to argue with us as well after providing her with our case # and informing her to read the notes on the situation. by the end of the conversation no problem was resolved, I was then told 24 hours for a phone call I would receive from them to resolve this and that they still wanted me to reissue another check since they are showing I only made one payment. I explained that I provided proof of my payment that they received but never processed, and that I was not reissuing any payments nor stopping payment on the one that is still outstanding. she profusely became rude and argumentative with me and **. [redacted]. I was so upset of not getting anywhere with these people that I hung up on them and called my Revdex.com of Ohio. I was directed toward your site for assistance.Desired Settlement: I am wanting Hughes Net to either locate the missing check #[redacted] for the amount of 65.00 or to accept the fax they received of the carbon copy from the check and process it toward my payment for the month of September 2013. I also feel since they were constantly arguing with me and **. [redacted] that they need more proper training on their customer service skills. A discount should be applied to mine and other customers bills for having to deal with this nonsense and continuous lies on their part to resolve issues that never get taken care of from one person to the next that you talk to .

Business

Response:

October 3,

2013

Review: We had hughesNet sattelite service installed mid-Aug 2012 and cancelled it on Aug 31, 2013. We returned all the equipment as advised and there was a credit on our account for $21.49. My new husband and I called 2 more times, the last being in October regarding this credit on our account and was assured that we would be given a refund. I called today regarding our account, [redacted] and I was told by the representative, [redacted], that the check was sent in the past but they dont have any notes of us ever calling in or when they sent the check or the date of the check. Completely unacceptable and I feel like I keep getting told the same thing with no results. I just want my money that was originally taken out of the credit card for services that we did not use. I was told today that they will "try" to cancel the previous check and resend one out to me. This is the 3rd time we have been promised this action with no results.Desired Settlement: Please have them send a refunded check to either me, [redacted]- now [redacted] as I got married on 8/25/13 or my husband, [redacted] to [redacted].

Business

Response:

April 25, 2013

Review: I started service with hughes net on Monday September 9th. Prior to the installation I was told my monthly payments would be 39.99 a month for the first three months and 49.99 a month after that with a 2 year contract. I was ok with this so I went ahead with the installation. Tuesday September 10th hughes net tried taking 51.00 out of my account of which I didn't have in my account because I was only told 39.99 would be taken out. which is why when I spoke to the lady on the phone I was very persistent asking how much would be taken out because I knew I only had that 39.99 dollars in there. when I called to ask why 51.00 was being taken out I was told there was a 9.99 dollar a month charge for the equipment rental. I was never told this when setting up my account!!! when I told them that I was never told about the extra charge all they said was they were very sorry..... sorry doesn't change the fact that I trusted them with my credit card information and they violated my trust!!! that day I asked her to cancel my automatic payments because I now don't trust them with that information..I was told it was cancelled. over the next few days I was trying to download on my xbox and it said I didn't have sufficient internet connection. when I set up my internet she told me the service I was going with was great for online gaming, downloading,ect...she again lied to me. by then I was through with all I had dealt with in the last two weeks that on September 16th I called to cancel my service, which I have 30 days to cancel. they then told me that I needed to return their equipment ... ok no problem.... they needed me to return their modem, power cords and radio that is on the satellite dish. I asked her how I was supposed to get the radio because they installed it on my roof and not on the side of the house like they normally do I guess.. she told me that I would be charged 100.00 for the guy to come and take the radio off the satellite. umm how is it my fault that the installation guy put the satellite dish on my roof out of my reach?? I was told that I had 30 days no hassle to cancel my account if I was unhappy with there service which I absolutely am and now im being punished??? ive never experienced anything like this!! oh and when I called again on September 16th she told me that my automatic payments were never cancelled so they still had my credit card information. I asked her to take my credit card info off and she told me they are going to charge me 5.00 for that as well!! worst business ive ever dealt with and I absolutely advise everyone to stay away from them!!Desired Settlement: I just want them to take off that 100.00 charge for the guy to come out and uninstall and be done with this whole experience

Business

Response:

October 3, 2013

Review: We have repeatedly notified HughesNet regarding our unacceptable internet service. We notified them the very first time when the installers tried to make me pay $150 for installation while I was home alone with 3 small children. I have called twice montly regarding services that were not rendered. I was out of the country for business and guarenteed that I could skype my family only to find out I could not due to poor service connection. I am on hold for 52 MINUTES + each time I call. Only to get a rep in India that has NO clue how to help. I have agreed to pay the last two months of service that were inflated with NO notice. And there was horrible service. It is NOT the router. We bought the exact router and the last service gentleman inspected it and said it was a great. They have offered to deduct $100 from the early termination fee. However, they are in no way concerned about the time and effort we have spent trying to make the service correct without disconnection. They bait and switched us once we were with them and now are doing more wrong than right. I am very disappointed. I have also asked to be faxed or emailed a copy of calls and they will NOT help and say its my responsibilty. Well, I have every call, name and amount of time spent calling. I will gladly provide. PLEASE HELP!!!!!

We now have a collection letter stating we owe $537. We do not know where to turn. Thanks in advance for your help or suggestions.Desired Settlement: To have the early termination fee waived of $400.

Business

Response:

April 3, 2013

Review: I live in a rural area where Hughe's Net is pretty much the only option for internet service. Unfortunately, Hughe's Net is taking an advantage of the fact that we don't have any other options. I signed a commitment for 24 months with Hughe's Net and I am in month 4 of my contract. The service is horrible. It is unreliable and extremely slow. When I signed the contract, I was quoted 3 plans that I could choose from: 20GB, 30GB, and 40GB. After a couple months of service, I realized that the plan isn't what they portrayed it to be. Regardless of the plan you choose, half of the usage is only available between the sleeping hours of 2am and 7am. So basically, they are charging me for a 30GB plan (the plan I currently have), but I only 15GB to use, unless I get up in the middle of the night to use my other half. Once you reach your data limit, they slow your internet down to slower than DSL. Even before I reach my data limit, I do not have the internet speeds that they advertised. I know this because I perform speed tests that show my speeds are usually between 8 and 15 kbps. They are falsely advertising services that they cannot and do not provide. And there is documentation of me calling in several times complaining about the horrible service. I am a graduate student and it is nearly impossible to rely on their internet for me to complete school work. I usually end up going to the public library or school library.

I was active duty in the Army for over 3 years. I was stationed at [redacted] for the past 2 years and I live in [redacted], which is right outside [redacted]. I have been retired out of the Army as of April 29th for disability reasons and I plan on returning back to my home of record, [redacted]. I called Hughe's Net with this information and they refused to let me out of my contract unless I pay almost $400 in fees. It just seems ridiculous that they aren't holding up their end of the agreement but they are being completely irrational about letting me terminate my contract due to military reasons.Desired Settlement: My desired outcome is that my contact be terminated at the end of the next billing cycle without any termination fees. I will return all of my equipment. I have already faxed them my military discharge orders so they can verify that I am actually separating from the military. I do not want my service placed on hold, and I do not want to take it with me to [redacted].

Business

Response:

May 23, 2013

Review: Was charged on a debit card after I asked them not to and provided a different card number. Now I cannot buy my seizure or kidney disease medicine.

On June 13,2013 I contacted hughesnet and told them my husband has been laid off and I need what money I will have on my debit card to buy my seizure medicine and kidney medication. I provided a new card number to bill on July 1,2013. On June 28, 2013 they billed the one card that I asked them not to charge. When I called them and discussed with them the situation I was told they cannot give the money back. I talked to a supervisor who told me the same thing. Now I am without medication and when I end up in a hospital I will be sending my bill to them! This was so wrong of them.Desired Settlement: I want them to give me my $153.08 back and two months free service for the trouble and the extra damage thats going to be done to my body from not being able to get my medicine.

Business

Response:

July 22, 2013

Review: After canceling my HughesNet service, I was told I would receive a return box to return the modem, cables, etc., to HughesNet so I would not be charged for the equipment. 15+ days had passed and I had not received the return box so I called to report that and ask for a box to be sent. Shortly after a return box arrived, my husband and I boxed the equipment as directed and put the return label that had been sent in the box on the outside for return. [redacted] picked up the box. Within a couple of days, another return box arrived. I called HughesNet and asked what I should do with the 2nd box to which I was told to send the box back empty which I did. All of this took place around May 1. To my surprise, I had a $324.75 charge from HughesNet on my credit card bill billed on July 2. I have called HughesNet four different times and have been told that they do not have any record of my returned equipment. I have asked to speak to the shipping dept., a supervisor, or anyone who works with [redacted] shipments and have been refused. I have called [redacted] and tried to get tracking numbers to which I was told that the company generating the return label (HughesNet) should have a record of the label with the tracking number that was put in the return box. HughesNet claims they do not have it.Desired Settlement: HughesNet to either produce the tracking information to find out what happened to the box returned that they claim they did not receive or issue full credit for the charges to my credit card account for equipment that was returned with their return label.

Business

Response:

August 25, 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 Support division of Hughes, it is our understanding that [redacted] has some concerns about her account. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted]. Please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of the cancellation date. After further review, we have issued a refund of $324.75 to the credit card on file for the return of [redacted]’ equipment on 08/08/2014. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[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,

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:

Handwritten Attachment

Regards,

Review: In October of 2011 I switched from Hughes Net to [redacted]. Unfortunately I have been ill for some time and my wife gradually took over following up on our finances. She had seen the Hughes Net monthly charges being charged to our Credit Card every month but did not question them, she does everything old school, paper, stamps and check in the mail. A friend of ours was helping with an issue with [redacted] early this year and saw the charge on the [redacted] and asked why? We called the Credit Card company and explained this we had not had service from Hughes Net since October 2011 they were only able to reimburse us for 2014 charges. There were 26 months of debits@ 78.54 per month totally $2,042.04.

(the last two months of 2011 and all of 2012 and 2013) During this time we did not receive any paper billing from them and I have no reason to believe that equipment was not returned. They waved the equipment fee of $314.16 but would not address the unwarranted charges. While doing a bit of a research a friend said that they were bought out by [redacted] in 2011 but kept the Hughes name. Perhaps something got lost in the buy out??Desired Settlement: I would like to be reimbursed for the 26 months that we did not have their service. $2,042.04

Business

Response:

August 28, 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 service. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers 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” Regarding [redacted]’s request to be refunded in full dating back to August of 2013, Hughes’ subscriber agreement states that any billing dispute must be made within 15 days of being charged. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our billing policy. A credit of $471.24 representing six months of service has been placed on the account and that amount has been refunded to the card on file. That amount will be refunded to the card on file. The leased equipment was never received by Hughes, but as a courtesy the unreturned equipment charge of $300.00 has been waived. The only documented request to cancel was on May 20, 2014. We can’t issue a refund in full as requested because it is the responsibility of the consumer to track charges that are set up as automatic payments from a card or bank 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: I set up internet service over the phone with HughesNet to provide service for my stepson at his grandmother's residence in OR in April of 2013. When I tried to cancel the service at her request today, I was told that I was obligated to a 2 year contract with HughesNet and I was going to be charged an early termination fee. Up until this point, I had never been told of 2 year contract / commitment, had not authorized it, nor had any documentation that I was signing up for a commitment when I turned the service on.

When I asked them to provide me details on how the 2 year commitment was authorized, I was told they had a signature of the grandmother, at the time the service was installed at her home. When I replied that the grandmother was not authorized on the account and could not commit me such an arrangement, they told me that all accounts are automatically 2 year contracts. When I asked for proof that I was made aware of that, any record that I had authorized a two year contract, or had been sent any information regarding the 2 years being part of the ter** and conditions of service I was told it was sent to my email address. I asked for the email to be sent to me as proof and was told they have no record of it.

I went over all emails I had received from Hughes Net with the customer service agent on the phone giving dates, and details. None of which mentioned the 2 year contract, and none which had any mention of ter** and conditions I was agreeing to, or a link to ter** and conditions for the service.

The CS agent escalated the issue, and said all charges were valid because I continued to pay my bill which constituted my agreement to the ter** even though I was never made aware of the ter**, or agreed to them. The best they could offer was to reduce the early termination fee to $174.50 from $295.00. When I pushed to ask how I could dispute the early termination fee as I never agreed to the ter**, I was told I did not have any other options and that they would cancel my account as requested and send me the final bill with the reduced termination fee. It was up to me to determine what I choose to do next. I confirmed over the phone that my only option was to take this up with the Revdex.com in order to resolve it.Desired Settlement: My desired outcome is to have the early termination fee removed as I never authorized a 2 year contract or commitment when I started the service, nor was I ever made aware that I was subject to such a contract for the duration of the time I paid my bill.

Business

Response:

February 25, 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 19, 2013. On February 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 $295.00.

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. As a standard procedure, the confirmation involving **. [redacted]’ sales call would’ve been emailed to the email address she provided and the post installation reference sheet that she was referring to as not signing can be signed by anyone that is 18 years of age or older when the technician arrives to do the install. 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 already issued a credit of $147.50 to her account representing half of the early termination fee. We have also requested that the sales call be reviewed if available to determine if the correct information was given during the sales call. If the sales call determines that the correct information wasn’t provided we will waive the remainder of 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]

Review: We had Hughes net service in [redacted]. We recently moved to [redacted] and we canceled our service with hughes net and asked them to mail us a box to return they're modem, receiver, and power cord with ethernet cord. we never got the box. My wife called and was told the box was sent to the old address and they would send another box. We never got it my wife called again with the same results.- total 5 calls to hughes net, after 6 weeks we get a box 03/22/2013. We shipped it out Sat morning 03/23/2013. Hughes net decided to take $108.10 out of our bank account 03/18/2013 saying we was late returning the equipment. We have the receipt showing the tracking number and ups has proof of the day the box was delivered.Desired Settlement: We want our money returned. It was they're fault we didn't get a return box in time.

Business

Response:

April 1, 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 to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] by phone and e mail to resolve the outstanding matter.

We were unsuccessful in reaching [redacted]. It is our understanding that [redacted] has some concerns regarding her HughesNet service bill.

In order for our Executive Customer Support representative to be able to review all pertinent database records, we need her account number or the old phone number that was associated with her account.

Once this information is provided, we will investigate further.

Very truly yours,

Executive Customer Support

Consumer

Response:

Review: Hughes Net is trying to charge us for an earlier cancellation fee for service that we could not use. Their customer service is very frustrating, time consuming and untimely. They will not provide us with proof of a signed contract that they say they have that is their proof that we agreed to their terms of a 24 month contract after 30 days of free service. They told us in emails that we needed to get our copy of the signed agreement from the installer. All phone numbers they provided have been disconnected or are incorrect. After numerous phone calls (which was very difficult to get through and speak to anyone), it was determined by Hughes Net that the equipment that was installed by their contractor was faulty and they would come and fix. They never did. So we stopped payment on the service, cancelled it and were forced to order another wireless internet service so my husband could conduct his business from home when needed.Desired Settlement: Hughes Net continues to try and collect for what they call their early cancellation fee, which we were never made aware of. Regardless, we should have the right to cancel service that was very sub par. We would like them to drop all charges and consider this matter closed.

Business

Response:

April 2, 2013

Review: Collecting fees before they are due

We agreed to have direct withdrawal for our bill on the 15th of every month. HughesNet has taken the money out as early as the 13th and continued to do so after we have contacted them on several occasions. We then asked for the withdrawal date to be moved to the 17th of the month. They continue to take the money out of the account early and then charge us an extra $5 because we asked them to take the money out the day that was agreed upon. They continue to argue and continue their practices. Our latest bill was taken out 12/16/13 when it was supposed to be taken out on 12/17/13. They also charged an extra $5 because we requested the date change. After all of this I received email notification that my bill was generated today 12/18/13. They are not following their own proceedures.Desired Settlement: Request that they withdraw the payment when they state they are going to and that the extra $5 fee be waived.

Business

Response:

December 30, 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, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records.

After further review, Hughes has **. [redacted] payments set to retrieve every 17th of each month.

We apologize for any difficulties **. [redacted] may have had with payments being retrieved from his account prematurely. In light of those difficulties; Hughes has applied a credit to his account in the amount of $10.00.

If **. [redacted] has any difficulties with payments being retrieved from his account sooner than the 17th of each month he may contact me at the number below.

We notified **. [redacted] of our decision on 12/30/2013.

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]

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.

I also reserve the right to file another claim if and when HughesNet does not fulfill its obligations and promises. I still do not feel that Hughes has understood the complaint and that the agreement is just a standard response with no thought or consideration given to the complaint. I feel that this is the best that I am going to get at this time and do not feel like arguing with Hughes any more. If the payment is taken out prior to the 17th I feel that this is a direct violation of the contract agreement that I have with Hughes and will seek legal counsel on how best to go from there.

Regards,

Review: I ordered Hughesnet in August of 2012, as this is the only provider that is available in my region. According to their commercials and sales ads, their ability to provide internet service via satellite is excellent. We have not been able to consistently connect to the internet and our service has been out for more than 75% of the time since establishing an account with Hughesnet. On several occasions I have contacted Hughesnet via the telephone and inquired about a service call. In the seven months that I have had this service a technician has been to my home on four separate occasions because I was unable to connect to the internet. On March 12, 2013 I contacted Hughesnet again and informed them that the service was again and not responding. I was then informed that I would incur a $125 fee to have my problem resolved.Desired Settlement: My desired outcome is to be relieved from continuing with this fraudulent contract. Hughnesnet has failed to provide internet service on a constant basis. Their equipment and service has been subpar since the initial installation. I no longer wish to be a customer or continue to pay for a service that I am not receiving. Furthermore request that Hughesnet recovers their equipment and release me from the obligation of paying an early termination fee. It is absurd to be forced to pay for services that are horrible. I have held up my end of the contract by paying monthly on a timely basis. Their responsibility was to provide internet service, which they have consistently failed to do so.

Business

Response:

April 2, 2013

Review: Misrepresentation of product - internet service continually slowed down and we do not even use it - customer service horrible - cannot use product

When internet service ordered I explained that eventually I would be working from home and taking classes (online). I was assured that the service provided would be sufficient without a doubt. We were excited to have internet in our location (wooded, very rural area). At first we were able to get on-line and look things up (basically play)...then we tried to actually go into websites and interact (for example, fill out a warranty) but were unable. We were told that we were cycled down for "over-use"...we rarely even used the internet. I hoped to view [redacted], we couldn't even get the pages to download to view. Each time we called we were told that they were checking usage" and would be on hold for very long periods of time.. we asked to talk to manager and put on hold again and again - no manager. They offered each time to upgrade for either three months free or just free or the offered a free bandwidth? Each time, we tried to use the internet and still unable to actually do anything on it. We had ordered Netflix in the beginning and never made it through one movie. We still pay for that also, but cannot even get it to work at all...not enough internet. So, we have been asking to discontinue our service but were told it would cost $300 to get out of contract. We keep explaining that the service does not even work for us. Again today we called and spent a very lengthy amount of time on the phone, on hold and were offered another upgrade when we asked to cancel. We were told that the gentleman was a manager who offered to let us out of contract for $212 +/- We declined and explained that we do not want to pay anything...the product does not work at all. I threatened to report to Revdex.com and was told that I may do so... I am reporting this online from my home unsure if this will go through or wondering if they have given me service after my latest conversation. Either way, I am convinced that this company is a scam.Desired Settlement: A refund would be great because the services were misrepresented. At this point I would like the contract to end without incurring ANY charges. Thank you.

Business

Response:

May 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # 10032878 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 service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted] frustration and concern. In light of the difficulties **. [redacted] has experienced with our service, we can waive half of the termination fee, bringing the amount due to $150.00. In addition, the equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below for his preferred cancellation date. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]