Hughes Network Systems

Review: False advertising and changing of services without confirming.

when I called to receive Hughes Net Satellite Internet, they informed me that I would have 5gb of internet a day... then a month later they said it is only 5gb a month....and its $75 that is just ridiculous!!Desired Settlement: what is owed to the collections agency

Business

Response:

July 22, 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 her service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. Relative to [redacted]’s concerns, “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” Regarding [redacted]’s request to cancel without penalty, please be advised that when Mr. Fairchild 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 difficulties [redacted] has experienced with our service, we issued credit to the account or half of the early termination fee in the amount of $200.00. The remaining amount needs to be paid of $374.56 to bring the account to a $0.00. [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,

Review: when I signed up last year july 16, 2013 I was told $39.00 monthly and 10 gib monthly. they took the payments out of my checking every month. they charged me $70.00 and more monthly. the 10 gib didn't t last for 3o days. when I first sign up they say cancelled anytime and buy back the satellite dish. after they install the service I didn't know that I bought the satellite. I tried to resolve the issues of the monthly bills. they just overcharged me each monthly and now I cancelled service they say they lock me out. throw away the satellite and the box. in march I got them out of my account and told them to bill me. overcharged each month when I was supposed to pay $39,00 monthly and couldn't use the internet much per month of the gigs.

I had to quit paying them and lock me down high way robbery. now I just want them buy back the dish and reimburse me. I feel I was to good of paying them each month and not receiving and decent services.Desired Settlement: buy back the dish pay back the extra 30.00 monthly that I wasnt to paid. the deal was $39,99 monthly not more felt cheated and couldn't use the service intended for I was a good paying customer

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on July 22, 2013. On July 10, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $235.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Regarding [redacted]’s concern to receive a credit for returning her equipment please be advised that she received an instant credit of $200 at the time of install to cover the cost of the equipment which is $200.00. The other amount paid at install was $199.99 for installation which she was told would be no charge which was revealed during a sales call review. In the same sales call review it has been determined that the agent did give the correct pricing for the monthly service plan which was $59.99 minus a $10.00 service discount for three months and a lease for the modem. [redacted] didn’t qualify for the lease account which is why it was set up as a purchase. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $235.00 to her account representing the early termination fee since she was under the impression she wouldn’t be paying an installation fee. The equipment has already been credited at the time of install and isn’t eligible for return credit. 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:

[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:I want reimburse for the disk and was lied to by the salesman and reimburse for taking money out of my account. should ve be 40,00 monthly not 109,00 monthly I couldn't use their service for 10 gib rest of the month no service they made money off of me I am not happy with them I felt I got robbed and stuck with a disk that isn't no good tell them to mail me a check for the equipment and the extra money they took of me each month and I call them several times went to their site to get rid of extra service and charges and they did it anyway. my neighbors will be getting rid of them to they are having the same trouble. I don't owed them they owed me. thank you I don't want nothing credit to their account because I will not be their customer again.Regards,[redacted]

Business

Response:

August 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Regarding [redacted]’s latest concern about being reimbursed for the equipment, as previously mentioned there was an instant credit of $200.00 given at the time of install to cover the cost of the equipment. Regarding [redacted]’s concern about not being billed as quoted by the agent on the sales call, a call review was conducted and it has been determined that the agent gave the correct pricing that is reflected on [redacted]’s invoices. At this point, we have waived the early termination fee in the amount of $235.00 and the remaining $159.96 balance on the account is a result of no payment being received from March of 2014 up until the service was canceled on July 10, 2014. Unfortunately, there are no more credits that can be applied at this time. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I had service that I was dissatisfied with from HughesNet and called multiple times when they were my wireless provider to fix the issues I was having. After being told I needed to upgrade and they can't do anything about my slow speeds after I upgraded, I decided to terminate my two year contract with them early, paying a $355.00 early termination fee.

The short version is that after much back and forth I paid the cancellation fee and they sent a tech out to get their modem and radio transmitter. The tech took these items with him, since HughesNet sent him to get them. I did my due diligence and contacted HughesNet to make sure everything was received. I am informed they were not received and the tech was not supposed to take them in the first place, which I was not told. I have been going back and forth with them since May. They have received all the equipment from the tech but still are not refunding the missing equipment charge of $320.25 they debited from my account after it was closed. They told me I would have it by last week. I have called again today (9/10/14) and the rep I spoke with said it was never processed. He could not tell me why. I have been misled, lied to and scammed by this company from the beginning. I have detailed documentation of the multiple conversations I have had with the reps of this company.Desired Settlement: I want the $320.25 of unauthorized money collected from my bank account and ideally the $355.00 cancellation fee since I was misled about their services and am still being misled even after I am no longer an active customer.

Consumer

Response:

The ID number for my case is ID [redacted], it has been resolved. Thank you.

Review: On 11/15/12 I emailed HughesNet using the contact section of their website to cancel my service and notify them that I had moved. I never got a response. A few weeks later I recieved a bill and called and when I told them I was calling to cancel they transferred me and nobody ever answered. I called and emailed once a week through January and finally got somebody to cancel my service, but transferred me to the never answer dept. when I told them that it was supposed to be done on 11/15/13. I recieved the shipping material to return the part of dish that needed to be returned, but due to snow I was unable to get to the dish safely until the beginning of May 2013 and I returned it on 5/7/13 using the UPS box that they sent me. I just recieved a generalbill at my old address for $418.14, it isn't detailed and I have no clue what the money is due for.Desired Settlement: I will gladly pay for the service up until 11/15/13 when I originally cancelled the service along with the $18 fee they charge for the return shipping of the dish parts

Business

Response:

June 20, 2013

Review: Hughes Net said they would debt our checking account for $40.00 to verify our bank debt card. They said the money would be returned in 3 business days. The money was debited on June 9th and has not been returned. We signed up for Hughes Net on June 9th. My husband discovered what little usage we would have and cancelled it on June 12th. We have made 2 attempts to get our money back. Every rep working for their company says that they don't handle releasing the money back.

06/09/2013 PA-HNS*HUGHESNET (39.00)

06/09/2013 PA-HNS*HUGHESNET (1.00)Desired Settlement: I want my money back. I want interest included if it is not returned in 14 days.

Business

Response:

June 21, 2013

Review: Internet service not working properly. When we try to load a web page says web page not available. Called repeatedly since February 2013.company insist that my equipment is defective. We have tried service on sever different devices. They insists not their device. They transferred me to a technical support service in New York. (We are in Florida) this company said the would fix for a fee of 99.99 for one year or 9.99 per month. I have taken two different lap tops and two different Kindels to other locations where they all work properly. I have been told that it is my router. That I have corrupt files. Internet services works from about two am till noon, then quits. I do not believe it is any of my products. They will not even send a repair technician out to my home. I am paying monthly for a product and service that does not work.Desired Settlement: I would like my Internet repaired and also a refund or discount for the months that service did not work.

Business

Response:

July 15, 2013

Review: Service details not fully disclosed at time of purchase

ordered service 2/2013 to begin 3/1/13 with 100 initial fee install and 1st month.

April and May 59.99+tax, then June >83 I called to complain about charge then they stated I had a limit and service agreement(i didn't know about it so how could I agree) and a lease payment. The technician who is not in the states stated because of the miss communication he would for 6 months return to 59.99 and I would receive a credit for June in July and my credit card would not be charged. 7/3 my card is debited for >83 again and when I call I now am told none of this was done and if I want paper billing it's 5/month extra. Call Conf # [redacted] is the supposed supervisor who states again that for next 6 months back down to 59.99 but he can't do anything about a credit. They talk about our agreement but I was not informed of all of these hidden issues that keep coming upDesired Settlement: honoring the 59.99 for the full 12 month agreement with credit to overages that have been charged

or terminating service with no penalty

Business

Response:

Review: HughesNet added a $10 monthly fee for a static Internet Protocol (IP) address. My service is dynamic (DHCP) which means their server hands the IP to my modem. HughesNet requires all monthly transaction be paperless and automatically withdraw funds for payment due, I never see the bill. Yesterday I logged into MYHughesnet.net and after searching for about 1 hr found my current bill, I noticed the $10 additional fee and called their customer service, at first they told me it was for a static IP, when I told them I was looking at the modem setup and it shows it is setup DHCP the service rep argued with me, I asked to speak to a supervisor was told no, I insisted and was finally given to a supr (name [redacted]) who said yes she could see that I was being charged incorrectly and that the money would be credited back to my bank account. She returned me to the first rep who put me on hold for approx 30 minutes then came back and said they would not be refunded the $360 dollars I have been over charged. I asked to speak to [redacted] again, she said their billing agent said the overcharge was my fault because I didn't catch the mistake sooner and they would not do a refund. This appears to me to be fraudlent business practise and if I had not been knowledgable in the Information Technology field to recognize the difference between static and dynamic IP addressing they would have continued to charge me. I have no reason to believe that they are doing the same thing to other customer.Desired Settlement: I would like the entire amount that I have been over charged for the 36 months of service credited back to my bank card HughesNet has on file for billing purposes. Total of $360 plus applicable taxes I was charged

Business

Response:

July 24, 2013

Review: Installer was here for 12 hours, charged us 100$ before he would proceed then cut the [redacted] line in 2 places, said he would fix it, never showed up. I called customer service several times, they kept promising to call and send an installer to replace the line 7 days later they never did. On a call with a supervisor I was promised a credit for 100$ to pay [redacted] to come and fix hughes nets mistake and the other supervisor said they cant do that. So hundreds of dollars later I cancelled hughes net and have to pay [redacted] out of pocket to fix hughes nets mistake. Horrible customer service and lies!Desired Settlement: it would be nice if they paid me my 100 bucks back for their negligent installer and the 100 bucks I have to pay another company to come out and fix their mistake. 1 months free internet isn't compensation for all of the hassle, hours on the phone with their customer service and empty promises. complete scam!!

Business

Response:

Review: I requested, in writing, to have my services terminated with Hughes Net on March 11, 2013. They ignored that letter, subsequent notes regarding my wish to terminate their services, continued to bill me, then turned me over for collection. In addition, their installer did not bring the proper equipment upon installation, put the satellite on my roof, damaged by roof, resulting in damage to my interior ceiling. Now they expect me to climb up on my roof, remove their equipment, and ship it back to them. The internet service is terrible, overpriced, and the customer service department is none too helpful.Desired Settlement: I wish for Hughes Network System to come remove their equipment from my home, pay for the damages to my home, AND send me a letter stating that they acknowledge that I terminated the services, that I do not owe them money, and that they rescind the letter from collection.

Business

Response:

July 11, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on June 16, 2011. On June 13, 2013, **. [redacted]’s account was cancelled due to non-payment. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $53.30. At the time **. [redacted]’s service was terminated there was a past due balance of $166.95 for the months of March, April, and May of 2013. **. [redacted] suggests that she requested to cancel her service in writing; unfortunately cancellations can’t be processed via written request. **. [redacted] called on October 17, 2012 to request to cancel her service initially however on October 21, 2012 **. [redacted] accepted a six week credit as a form of retaining her service and said that she would call back in January of 2013 if she still wanted to cancel. There were no more calls received until June 25, 2013.

Regarding **. [redacted]’s request to consider her balance as paid in full, please be advised that all charges are valid; however we are willing to credit half of her $220.25 balance. At this time we have placed a credit in the amount of $110.12 on **. [redacted]’s account.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $370.04 to his account representing the early termination fee, and the last month of service. In addition, we have received his leased equipment and the account has been credited. At this point, there is no outstanding balance on the account.

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

Very truly yours,

Executive Customer Support

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

[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:

While I agree that I initially expressed great displeasure back in October of 2012 and was given a credit, I disagree that is was given to keep me as a customer. That credit was given because I felt I was grossly overcharged for substandard service and expressed that to the Hughes Net customer service representative. Prior to this credit, in an attempt to make the "service" I was receiving better, I was "upgraded" and ended up with my next bill being more than twice the normal amount. Hughes Net refused to refund my money and all I was offered was a credit. I felt I had to continue with their service just to recoup the money I had already lost. However, it is my opinion that Hughes Net violated and broke the contract many times by offering a service that was extremely slow, unreliable, sub-standard, and often non-existent. It should never take 45 minutes to perform a task than I now can do in 30 seconds with my new service through another carrier. I will concede that **. [redacted] is correct in that I did not make any phone calls to them after the October 2012 correspondence. There was no need to call again as I was not receiving any satisfaction and had said all I intended to say. I felt my only recourse was to seek out a more reliable service, which I did in March of 2013.

Review: Some months ago I subscribed Hughesnet for computer service. The service they provided was very unsatisfactory, so I up-graded. The serviice is still very unsatisfactory, so I called and told them I wanted to close my account, because of the terrible service I was getting. They informed me that the cost was going to be $380+. I told them that that was a rip off and they are holding me and I'm sure many of their customers, HOSTAGE., because they wont or cannot afford the frqaudulent payoff.They denied that,

but refused to tell me why it was not a fraudulent payoff. The company did not mention in their sales pitch that there was any kind of payoff or the amount, which is important, as would not have subscribed, in the first place.Desired Settlement: That I never hear the name Hughesnet mentioned again., plus discontinued service End of complaint

Business

Response:

August 21, 2013

Review: We were double billed for the same month and they refuse to refund the overpayment

We chose to use Hughes net for internet service on or about August 31, they charged my wife's debit card for their service then turned around and charged my card for the same bill. Now they refuse to refund my money to my account. They also brought out faulty equipment that has given us trouble every day requiring us to disconnect the modem and reconnect it, then have to wait for the thing to reboot. This really gets to be a big pain because the modem is not really easy to get to. So far there has been no effort by them to rectify this problem, and a problem it is when school is involved or anything else we may be doing that involves using the internet.Desired Settlement: I would like for them to return the money they took from my account asap. Also I'd like them to get us a working modem out here asap.

Business

Response:

September

30, 2013

Review: On 4/24/2013 a representative from [redacted] , Subcontractor for Hughes net arrived at our home to install equipment for high speed internet. He was here for 4 hours. At this time ,after several hours of work, I was told by the installer here is the Hughes Net paperwork for me to sign . It was a 12 page contract . I did not see any of the INfo. that was given to be an agreement to sign onto this company for internet service. The installer then became angry and abusive to me about "How was he going to get any money for his time at this house. Then because I did not sign the 12 page agreement he then removed the inside modem and outside satellite dish and placed them in his truck and angrily left to go to his next job in [redacted], Ohio.

Since that date I have talked to a 8 different representatives from Hughes Net , been given a case # [redacted] from the Account Management Team ([redacted]) on 7/2/2013. On 7/2/2013 [redacted] told me everything was settled and I owed nothing. [redacted] also told me on 7/24/2013 a invoice would be sent to me showing a zero balance,which I never received. No invoices were sent to me for July,August,September then on October 24,2013 I received an invoice with a balance owed of 106.50 for unreturned equipment fee.

The installers name from [redacted] was [redacted] his cell # ###-###-#### lives in [redacted] Ohio and at that time had worked for this company for 11/2 years. He drove a Tan 4x4 Ranger pickup Truck. Still to this date I have never had equipment left in my home nor signed a contract or had high speed internet service from Hughes Net. THE EQUIPMENT IN QUESTION LEFT WITH THE INSTALLER [redacted] AT 2:45 WED. APRIL 24,2013.Desired Settlement: Would like the bill to be taken care of , an apology, and any corrections made to Credit Reporting Agencies along with written proof . In the form of a zero balance invoice from Hughes Net, a written apology and written proof showing all three credit reporting agency corrections have been made.

Business

Response:

November 25,

2013

Review: First and foremost we started services with them and nothing was explained properly. The technician came and connected or services with a family member accompanying him and didn't explain the services to us at all. When we called to complain nothing was done. We then disconnected our services because nothing was explained and for poor services. Now we're being asked to return a satellite radio that is attached to our roof. The equipment that needed to be returned to us was never explained. The service representative told us the instructions would be in the box and to follow the instructions or we would be charged for not returning equipment. Now we have to risk our lives by climbing to our roof to return something we weren't made aware of. When asked if a technician could be sent to disconnect equipment we were told a fee would be charged because we were already aware of what needed to be returned. I tried to explain we were never informed. Overall their services is horrible as they clearly just sale services and don't explain anything about the services or what to expect.Desired Settlement: I would just like for them to come pick up the satellite radio with no charge. Considering none of the expected outcome was explained to us.

Business

Response:

December 5, 2013

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 and is seeking a refund of the unreturned equipment fee.

A technician arrived on site to successfully de-install **. [redacted]’ equipment.

We have verified receipt of **. [redacted]’ equipment and issued a $324.00 refund to her credit card on file; representing the unreturned

equipment fee.

We left a message with **. [redacted] on 12/05/2013 and we are awaiting a return call for 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,

Review: Comapny, including 3rd party installation service did not disclose we were signing contract at install nor that we couldn't do online gaming

We recently moved to [redacted] at the end of July 2013. We contacted Hughes Net based off of their commercials we had seen regarding internet services in rural areas. My husband spoke with a representative and scheduled for the service to be installed. At no point during the initial call nor the install did ANYONE explain that we were signing a 2 year service agreement. The only thing the installer described in any kind of detail on the paperwork was we had to sign for him to drill a hole in our exterior wall to run cabeling for the satellite dish to be installed. Secondly, no one discussed with us that our internet is based off of consumption. Our bill fluctuates and we were not aware that would be the case, and no other options were given.

Thirdly, besides our internet service being mediocre since installed, we just found out recently, that we cannot do any gaming online. We have been trying to figure out our gaming systems would not allow us to play online. It wasn't until we did our own research that we found out why. When we called to have our service cancelled, that's when the ball was dropped that we had signed a 24 month agreement and we would have to pay $370 to terminate. On top of that, the first representative at Hughes Net was rude and borderline unprofessional. She stated that we had a 30 day trial period, why are we just now bringing up these problems??!! We had just moved into a new house, in a new town and state. We didn't have a ton of time, nor opportunity to spend "testing" our internet service within that 30 day period.

The entire experience with this company has been shady, and dishonest. We are very unhappy consumers and just want this "contract" we signed that was never mentioned during scheduling nor installation, cancelled so that we can find better service elsewhere.Desired Settlement: We want our internet service cancelled immediately, any termination fees, etc. waived, and all of the company's equipment removed and picked up from our property.

Business

Response:

December 9, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted] And [redacted]

File# [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that the [redacted] has some concerns regarding their HughesNet service.

Unfortunately, we are unable to locate the [redacted]’ account based on the information provided in the complaint.

The [redacted] may contact me at the number below with the phone number or account number associated. We are committed to reach a resolution.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Hughesnet advised me that I was going to be getting a fast internet service if I switched. However, after the technician finished the install I could notget on the internet so he said I needed to go get a router. I did so but it did not help. AFter exchanging 3 different routers I called again to advise them that I still could not get on the internet. I stayed up most of the night but eventually gave up and went to bed at about 3am. The next day, I called to cancel the service and was advised that they would be refunding the money after much back and forth with the representative who was trying to charge me for the whole month for only 12 hours of service that DID NOT WORK. Nevertheless, I never received my money back even though he promised that I will receive it back in 3-5 days. This month (2 months later) there is a charge for 262 on my account. I called for 3 days trying to get transfered to the billing department.. Eventually I talked to a representative [redacted] but it seemed like we were talking about the same thing over and over again. After one hour of multiple holds and no progress she eventually says I needed to call UPS to track my package. We both call and talked to the UPS rep who said that Hughesnet should have that information but I go into another hold. They have the equipment, my money, and have cost me more than 4 hours on the phone so far but I am getting nowhere.Desired Settlement: My Money, An Apology

Business

Response:

December 12, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated August 20, 2012, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on September 10, 2013.

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

Sincerely,

Office of Executive Support

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

Review: On November 29, 2013 I went online and purchased Hughes Voice and Hughes Power Internet service. At check out it stated that my order was $369.92. However, when I called I was told my first bill would be 483.21 and I would receive a rebate after two months of having service. My checking account was billed for the amount and it had an additional $39.00 and $1.00 charge to the account besides the $483.21 charge. I was told this was to make sure my account was active. I was credited with the $39.00 and $1.00 charge in two days. When the installation person came he installed just the Satellite and not the phone service. Hughes explained to me I would receive a package to install the Hughes Voice myself. I have installed the Hughes Voice but have run into another issue. I have a dial tone. However, when I dial out I get a busy signal and when I dial my Hughes Voice number from a different phone my Hughes Voice responds with an automated voice mail.

I am disappointed with the charges and the service. Hughes is not clear with its charges and the service is constantly slow and is not reliable based on the five days of service I have had it for.Desired Settlement: I am seeking a company apology and a refund of the difference in charges from my checkout screen to what I was billed. Additionally, all charges should be displayed in a clear way on the website and whatever the checkout order states should be what the customer is charged for.

Business

Response:

December 18, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 8, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the sale price on a purchase plan and rebates. **. [redacted] also reports some issues activating her Hughes Voice service.

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 December 2, 2013. **. [redacted] had expected a sale price of $369.92, but then found it to be $483.21. The order is in the process of being investigated.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has issued credits for the difference in pricing, in the amount of $112.39 on December 10, 2013 to **. [redacted]’ Hughes account. Hughes will continue to monitor the performance of **. [redacted]’ service; we are committed to working with **. [redacted] to ensure she is satisfied with her HughesNet service.

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.

Sincerely,

Office of Executive Support

Review: On December 22, 2012 a Hughes net installer drilled a hole in my new tub in the downstairs bathroom. Hughes net told me that the repairs would be made several times in the course of a year. They told me that they would provide my internet service free of charge until the repairs were made. The repairs are still not made and the internet service is disconnected because they told me that I need to pay. I talked to supervisors and was told that they would call back. I never received a call back. I tried being patient, but the hole has been in my tub for over a year. This is an embarrassing eye sore and limits the functionality of my bathroom tub.Desired Settlement: I want my tub properly repaired or replacement asap! I also want any money that was paid for service to be refunded. I also want the equipment removed from my house.

Business

Response:

January 9, 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 his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 22, 2012. On January 9, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, 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.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $117.00 to his account representing half of the early termination fee. Regarding **. [redacted]’s concern of his damage claim not being addressed, we have confirmed that the installer has agreed to repair or replace his tub and will present **. [redacted] with a proposal in a matter of a few days. We informed **. [redacted] of our decision on January 9, 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: The company misleads its internet service by advertising high speed satellite service but they failed to tell the customer that the service slows in connection and speed after the user uses up a certain amount of data allowance per month. After all the data allowance is used for the month if you want your connection to be high speed once more they force you to buy tokens of data in addition to the monthly bill charged on your account.Desired Settlement: I wish to not be charged $400 as a cancellation fee or a $100 fee for their technician to uninstall their equipment

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

Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month.

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.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, we have issued a credit of $234.00 to her account representing half of the early termination fee in the amount of $192.00, and half month service credit in the amount of $42.00.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I ordered Hughesnet.com as my internet service. Because, When I called and talked to the sales rep. She told me that the services would be perfect for me. I told her that I only really use the internet for streaming TV and movies. So I would be streaming these things every night. She assured me that this was the perfect plan for me. And that I would never run out of data. But, I did so within the first couple of days. So I called the company. And asked them what happened? They said that I should up my data plan. But, since it was not told to me properly. That they would do it for the same price that I was quoted on my original plan. And then when I was billed. The proceeded to deduct the larger amount out of my account. And not only did they do this once. But, every time they deducted money from my account. They did it twice. And I had to wait for my money to be refunded every time. Every time I called them to complain about some thing not working. They transferred me around from person to person. Who none of them spoke very good English. Or were knowledgeable about the service they were providing. Every one of them read a script to me. Even when the script didn't apply. They still read it. And then they transferred me again. Until somebody would talk me into upgrading my service to a better one. More suited for my needs. And always for the same money as I was paying. And always with the option to end the service without any penalties. Because, of how I was lured into their company. And because their services never worked more than a few days a month at most. So when I called to end my services with them. They informed me that I would be paying a penalty fee for breaking my contract. In the amount of $370. And kept reading the same script to me again over and over telling me that they were going to charge me. And even when I informed them that I was told every month by their manager. That I could end my contract if not happy with the service. They told me they didn't have the authority to tell me that. Even though they all told me that. I feel like i'm hitting a wall with them every time we talk. And we never get anywhere.Desired Settlement: From 10/13/2013 to present day of 01/19/2014. I was told I was going to be billed $59.98 a month deducted every 15th. I have never paid that low of a price. The prices I paid were as followed. I paid $45. for my wireless internet adapter. In November I paid $70.65 December I paid $75.45 And January I paid $68.60 Plus $1. Totaling $260.70. For a service that never worked. At least for more than a few days a month. I have already had all the double charges and $1 charges returned to me. Except the last $1 charge. And I'm still not sure why they were charging me $1? So I would like to have my $260.70 dollars that I spent on wasted internet returned to me. Because I never received the service that I was promised I would get. And I would like to not be charged for the breaking of the contract fee for $370. Or any other charges they they may come up with from now until then. I almost forgot to add October . I paid $51.70 bringing the new total up to $421.70

Thanks

Business

Response:

February 7, 2014

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. **. [redacted] is requesting waiver of the early termination fee and a refund for service fees.

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.

In light of the difficulties **. [redacted] experienced with our service, we will cancel the account without penalty. However, the service fees are a valid charge and we would be unable to issue a refund.

Due to leasing the equipment **. [redacted] would need to return the equipment within 45 days to avoid being charged an unreturned equipment fee. **. [redacted] would need to contact me at the number below for his preferred cancellation date.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]