Hughes Network Systems

Review: I recently wrote to you about my initial complaint with Hughes Net. The company did decide to drop the fees, but they wanted it under certain circu**tances such as us calling them when I thought having you folks as a third party would be better for all involved. This is in regards to:

complaint ID: [redacted]

Complaint Type: Business Complaint

Date Filed: 3/12/2014 1:58 PM

Dispute Center: Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC)

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

Email: Web: www.myRevdex.com.org

When I responded to your question of if I do accept or not, I had no choice but to accept, however, I wrote a note in with it and I don't believe anyone read it because the case closed and I never received a reply. Here is what I wrote:

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to us. We would like to make sure that Hughesnet has the correct address to ship the prepaid label and box to us. Can you please make sure they have the [redacted], MT [redacted]. Also, it states that they want us to contact them with the preferred cancellation date and we feel that it would be in everyone's best interest if you could remain the third party and you can tell them that the cancellation date should have been the first of February when we started our initial tries to contact them. It would be when our account balance was $0 and paid in full. We have the equipment sitting here to send back and will ship it immediately upon receiving the box and prepaid label. We just ask that the account be in good standing and balance is $0.

ONE LAST THING: We just received another e-mail dated today, 4/13/2014 stating that our bill has been generated. That means they have NOT fixed the issue and have let it slide. At this point since I accepted their offer of having no fees of any kind then our account should be closed down with a $0 balance and that is that. WHY IS IT NOT? WHAT DO I HAVE TO DO NOW?Desired Settlement: To have the company properly complete what they stated they would do under the above complaint ID [redacted]. That means refund back any and all fees since our last paid in full statement in early February and close our account down with a $0 (zero) balance. I would also like to have proof that that has been done. I also would like for the Revdex.com to make the contact to them to ship us the box with label so that I can mail this equipment back to them.

Thank you kindly,

Business

Response:

May 4, 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 additional concerns regarding her HughesNet service. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days. **. [redacted] would need to contact me once the equipment has been mailed back to adjust the additional fee 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. 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]

I am rejecting this response because: I have asked on several occasions that I do not have to call Hughesnet directly. I HAVE TRIED THAT SINCE I HAVE CONTACTED THE Revdex.com. You know what. You try and call that number. You get put on hold for who knows how long and then you get someone who DOESN'T EVEN KNOW what is going on. They tell me that it is NOT TRUE and that I need to pay a bill. They have NO IDEA that the Revdex.com is involved.And secondly, I am waiting for this "box" to appear at the right address. I have the equipment stated which is the box and the two cables. That is what Hughesnet told us to grab when we moved. So I need to make sure that is all that is needed. There should be nothing else since they told us to leave the dish and all the cords and stuff alone on it. They told us only the box inside with the cables which are the plug in one and the one between the box and the wi-fi. I want to make sure that this is the same understanding being that we have moved over 500 miles away and that the dish is probably still sitting in a wheat field in North Dakota which used to be a man camp. When I receive this "box" and I get the same answer from you folks as I have before about only the box and two cables and then a zero balance. Then I will agree completely.I also want to know when you folks are done creating invoices for us and when you are going TO STOP MAKING PHONE CALLS SO MANY TIMES A DAY TO US. I have my [redacted] bills for proof and you still try and call me a minimum of three times a day. That is harassment and you need to tell ALL of your departments what is going on so they are all on board. I would like to make sure my credit reports are clean and good and not been VIOLATED from this company as I have been. You have sent stuff to [redacted] and to myself and to 3 different addresses that aren't even ours. So what is going on???? Your company makes absolutely NO SENSE to us. Regards,

Business

Response:

May 12, 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 additional concerns regarding her HughesNet service. After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days. We spoke to **. [redacted] on 5/12/2014 and she has confirmed arrival of the box. In addition, based on the issues with returning the outdoor unit (radio); Hughes has instructed **. [redacted] to just return the modem and power supply cord. Once we receive the remaining items the balance of $304.39 will be waived, bringing the amount due to $0.00. We notified **. [redacted] of our decision on 05/12/2014 and she may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I ordered their service for my law study. I was told they have a 30 day money back guarantee if I was not satisfied. I am not satisfied and cancelled prior to the 30 day and they will not refund me.Desired Settlement: I didn't pass their requirements for credit approval due to my student loans, so I had to put $300 up front and I want paid back for it and compensation for my trouble. The tech didn't even use new equipment. He unhooked my parents cable from their satellite to hook up mine and they have been very upset with me and without TV for almost a month that they pay $125.00 a month for. I thought Hughes was better than this. I have 70 students in my law class and most are asking how I like the new service. Right now, I just tell them it's good. The debit card of mine is on file, I want the refund ASAP. Through the University we communicate with the FTC all the time. I don't want my experience to make you look bad, so please put the $300 plus what ever you think is fair for my trouble on my debit card you have on file and write me at the email address you have on file for me when the deposit has been made. Thank You

Business

Response:

April 30, 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 February 28, 2014. Regarding **. [redacted]’s request to be credited for his purchased equipment, **. [redacted] was actually an instant of credit of $200.00 when the service was installed and the cost of the equipment is $199.99. The $292.67 that **. [redacted] paid was for installation at $199.99, the first month of service in the amount of $79.99 and taxes. Installation costs are non-refundable as described in the subscriber agreement and the instant credit offset the cost of the equipment. There is no protocol in the install guidelines that says pre-existing cables can’t be used, however if the installer disconnected another service during the install it must be escalated to the distributor to be resolved. We will be happy to contact the distributor on **. [redacted]’s behalf to initiate the escalation if the problem still persists. In light of the difficulties **. [redacted] experienced with our service, we have issued a one month service credit in the amount of $79.99 to his 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, [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: Why would you charge me for equipment and installation when I am not happy with the service and that "is" part of getting service with you. (HughesNet)Your salesperson said, when I had to come up with the $297.00 deposit for equipment in installation, "try it for 30 days, if you are not satisfied you will not be committed to the 24 months agreement." I said, will I get the money I put up front back if I am not happy with the service, he said yes, but it would cost him $150.00 in commission. I don't want a credit on the account, I want a total refund for a service that did not work for me. The credit card you currently have on file for me is accurate. If you want to be the way you are, at least put the one months refund/credit back on my card since it came out of my disability check.

Regards,

Business

Response:

May 5, 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, the cost of installation directly involves the cost to professionally install the equipment as opposed to whether or not the customer is happy with the service. We certainly strive to insure that we are delivering a product that operates that way we say it should and the customer’s happiness is important. Unfortunately, if the installation was signed off on as completed successfully, per the subscriber agreement that portion is non-refundable. Please be advised that at the time we issued the complimentary one month credit in the amount of $79.99 there was a balance of $137.99. A refund can only be generated to the card on file if there is a credit balance. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I contacted HughesNet because I had made two payments with in a 48 hour period. I called because when I went to make another payment it was still the original payment amount, the payment that I had made on 11/27/2013 had not been deducted from the original balance. When I contacted hughesnet I was told that if I did not pay the remaining balance that my service would be [redacted] off by 12/01/2013. The representative that I spoke to proceeded to tell me that I hadn't paid my bill with hughesnet on time in months, with only paying partial payments, I explained to him that my husband is an Iraq veteran and he only gets paid certain times of the month and that has to cover all of the house hold bills. If they want to loose us as a customer and not take care of us as their customers than they can disconnect our service and not charge us early termination fees. They were also charging us for a service that we didn't want. I was told that because we are invoice billing that we have 30 days to pay they balance that is due, but then when I asked when the remaining balance was due I was told that it was in soft collections and that if I didn't pay off the remaining balance by 12/01/2013 my service would be shut off.Desired Settlement: I want a phone call explaining why I was given the wrong information and why I was being charged for a service that I did not want. I also what the service that I did not want credited to my account.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sun, Dec 1, 2013 at 6:12 PM

Subject: complaint I filed against hughesnet. ID#[redacted]

To: [email protected]

I spoke to a supervisor for hughesnet today and he credited me account so the complaint can be closed. Thank you for your time.

Review: I have been trying to get phone service from hughes net for 4 months,that they wanted me to do.

in the 4 months they did not get my phone portal over. I did not use the phone,iwas still paying my old carrier a phone bill.hughes net was charing me for phone service,I was not using.and charging me for phone box. I have made 6 call to them to try to fix the problem. and was told they will fix it.so I told them I was not going thur that any longer. iwanted my money back,they agreeded.I got my bill there was no credits and they say I owe them a cancellation fee also. isent back the box ,I havethe post office tracking ,theyhave it back.Desired Settlement: I want the $75.00 for the returned box

$75.00 phone charged returned

$110.00 early cancel fee returned

$180.00 for my time at 6 phone call atalmost 1 hour each refunded

for a total of $620.00

thanks

Business

Response:

April 30, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10002012 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 VoIP service was ordered on January 24, 2014. On April 3, 2014, **. [redacted]’s VoIP service was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $110.00. 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 $282.59 to his account bringing it to a $0.00. As a result, **. [redacted]’s internet service should be operational in the next 24 hours. We informed **. [redacted] of our decision on April 30, 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, [redacted]Executive Customer Support###-###-####[email protected]

Review: My father passed away on 22 Aug. and I contacted Hughesnet to cancel the service. They gave me a fax number for the death certificate, so I completed the fax. 3 to 4 weeks go by and my Mother receives another "you owe us" letter. I called again and they claim they did not receive the fax of the death certificate. They told me to mail it. I mailed it to the address they gave me. Another 3 weeks go by and my Mother receives another "you owe us" letter. I call for the third time and they say they still haven't received the death certificate. How am I supposed to every close this account? They tell me to fax it again. I'm tired and fed up. My mother and I have gone through enough already. I will attempt to fax it again, however I still want to file this complaint.Desired Settlement: They need to cancel my Fathers account and waive the charges that have built up. Please send my Mother a letter that explains the final process and the account is closed and she owes nothing beyond 22 Aug. 13.

Business

Response:

November 14, 2013

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]

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: 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: 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: moved into an area where we had no choice but to install Hughes Net. Sometimes it worked - sometimes it didn't.

New equipment installed, promises of speed, 3 minutes to load a simple [redacted] window.Intermittent connectivity CONSISTENTLY,Second New Modem [redacted] and still the same issue.Have phoned at least 35 times and nothing resolves the issue for more that 24 hours,been transferred around from person to person to troubleshoot the issue with no resolve. had only nominal credits promised and still no dependable service.Use internet for both college & work and have not been able to do much of either having to drive 23 miles each way to use a public internet cafe. My income has suffered, my course work has suffered and while the nominal credits are "promised" they do not replace all I am loosing by having what was to be, "high-speed satellite Internet gives you faster speeds and greater download capacity so you can enjoy more of what you love to do online. Watch videos. Download music. Share photos. Shop, learn, chat, browse, and so much more!"NONE of this has happened since I have been a customer, service Tech came looked at it said that he does not get paid for calls where he installed that he has to "eat it" on these return calls to repair issues and left out the door while saying that he KNOW it is a bad "Radio" but I am to "watch it" for 7 days and IF it is still an issue call him and he would replace. Been calling texting him- nothing... Customer service say they do all they can but still on again off again internet and 3 minute window loads. I have spent the equivalent of 1 work week (hours wise) on calls to Hughes Net with no resolution.It is frustrating that no one is coming up with a solution. I went through ALL the troubleshooting processes they have and STILL nothing. I asked to have the Tech come back and replace the Radio that HE said was this issue and they refused. I feel lied to, cheated, and just want what they advertise WITHOUT exception or excuses.Desired Settlement: I want total and complete credit for everyday I have been a customer x2 (times two, or double the amount of credit for each day) Refunded my charge for Installation $89 ~ I NEED and want the ~ "high-speed satellite Internet gives you faster speeds and greater download capacity so you can enjoy more of what you love to do online. Watch videos. Download music. Share photos. Shop, learn, chat, browse, and so much more!" after this gesture and resolve I will consider this matter closed and would be

Business

Response:

April 21, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# 9990523 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 and is seeking increased browsing speeds and a credit to his account. “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.” After further review, we have issued several credits to **. [redacted]’s account. There is a current credit on the account of $261.79. In addition, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. In order to identify the parameters **. [redacted]’s account is performing; he would need to take updated speed test and web responsive test to fully evaluate the parameters at which his service is operating. **. [redacted] would need to contact me directly for any additional assistance. We left a message for **. [redacted] on 4/21/2014. 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. 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 Care ###-###-#### [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 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: Signed up for service with a two-year contract, and scheduled installation. Since the very first day, Hughesnet has not provided the level of service agreed upon when starting the contract. Since then, they tried to determine the cause of the issue. They tried replacing the modem, but this had no impact on the problem, so I switched to a cheaper package that still promised more than we were provided with. This was when they referred my case to their "Advanced Engineering" department with the promised response time of 2 weeks. After 2 weeks, I called in to check on the status only to get another 2 week promised response time. After this, I asked to cancel the service contract on the basis of delivering inferior to agreed upon service without a cancellation fee due to the company's inability to provide what they promised in any sort of timely fashion. Unfortunately, I was denied waiving a $400 cancellation fee to part ways without a solution available.

Without another provider available at the time, I stayed my tongue for over a year until another provider became available in our area. Completely dissatisfied with our service under contract, I called to finally cancel service and they tried to keep me paying for the same service after claiming that the issue was their Fair Access Policy. After explaining that we have had the same issue since the day of installation, the account manager tried to keep me under contract by promising to provide better service than our package. After over a year of inferior service, I have no faith in Hughesnet's promises and am disappointed with the time they have taken to find a solution for a customer that is paying under a contract, along with their stance on getting every dollar out of me for an inferior service.Desired Settlement: I believe that I have paid plenty of money to Hughesnet for nothing close to what I agreed to with a 2-Year contract. I would like a refund of the cancellation fee based on the companies inability to deliver promised service given ample time and reluctance to waive the fee after all of this.

Business

Response:

March 18, 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 Support division of Hughes, we contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS. When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.

In light of the difficulties **. [redacted] experienced with our service, we agreed to waive half of the early termination fee upon cancellation. **. [redacted] would need to contact me back directly for cancellation. In addition, we currently have a service credit on the account for $30.00 off for (6) months.

We notified **. [redacted] of our decision on 03/18/2014.

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. 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 service offered based on required need was not sufficient, and cost was not comparable to competitors. Cancellation fee was not explained up front and they made it sound like they could offer comparable service to competitors at no risk to me for dropping the service if it didn't meet my needs. I had called previously to cancel service, and they tried to offer more value, but the cost still didn't match the service being offered.Desired Settlement: Drop the disconnect fee being requested for ending inferior service.

Business

Response:

June 26, 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 February 22, 2014. On June 5, 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 $370.00. 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 $185.00 to his account representing half of the early termination fee and that amount will be refunded to the card on file. 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 March 18th a Hughes Net representative came to install the internet service to my newly built apartment. He was told that the lines had already been installed for use and that he only needed to run the cable to the building and set up the programming. While he was working, one of my drywallers working on the 1st floor saw something drop from the 2nd story. When I went to check I found my 1000ft of blue co-axil cable laying on the ground outside. When asked what the rep was doing he stated "He thought it was his". The rep never brought in blue cable. He had also stated that they did not use the blue cable. That was his reasoning for him cutting the wire we had installed, using it to re-run a black cable and putting a large irregular hole in my new drywall. He dropped his cable down next to a functioning vent pipe for a large wood burning stove. The cable was left hanging next to the pipe with nothing to insulate it from the heat. This would have caused a fire had it not been discovered. The rep also put a large hole with no covering or service box in my drywall in such a way that the only way to fix it is to have half the wall replaced. My drywaller provides a special texturing that cannot just be patched or covered over. He was on site and could have assisted the rep had he but asked. The estimated damage is $500.00 to fix. Numerous calls have been made to Hughes Net with no resolution. A Supervisor did come take pictures about 4/8 but nothing has been done since.Desired Settlement: I would like Hughes Net to pay for the damages to my drywall and for the rep to not be allowed to perform anymore services to this area without further training. He was rude, destroyed property, and attempted theft of property.

Business

Response:

May 6, 2013

Review: We own a secluded and remote ranch with a small ranchhouse that we go out to monthly. We needed an internet connection so I could run a business while out there. We chose Hughes Net to provide that a year ago.

After installation of the satellite, I had miserable service. I'd get 20 minutes of a connection, then 30 minutes of no connection, then 15 minutes of a connection, then 20 minutes of no connection. Back and forth. I tried to get them to repair this. It was like pulling teeth. The installer in [redacted] would not answer the phone or return my initial calls. Once we finally connected, he came out. Problem was improved, but did not go away. It was so difficult getting the installer to return my calls or do a good job. I lived with this poor service for a year.

A few weeks ago, we had someone wanting to buy our ranch. We agreed. Closing is in just a few weeks. I went on the internet to find a way to contact Hughes. The ONLY number I could find was for new installation. I had no choice but to call it...and I simply get a recording that they detect my number, and I needed to call a different number.

I call the different number. Several times in a row, I simply get a click, and then I hear an echo of my own voice going "Hello? Is anyone there". Frustrating.

I next go to Chat. She tells me I still need to call the same number. I explain I have tried repeatedly. She takes my name and number.

I next try a number for business customers on the Hughes website. I have to imply I'm wanting an account to get through!!!!!! She tells me I need to call the same number that doesn't work.

I next try the number several more times. Failure every single time--a click, then an echo of my voice. Finally, I'm able to get through. HUGHES NET MAKES IT ALMOST IMPOSSIBLE TO GET THROUGH TO THEM!!!!! They clearly have no desire to have a reachable customer service.

I explain we wouldn't own the ranch anymore. The reply?? You are "breaking the contract". How are we "breaking the contract" if we WON'T OWN THE RANCH ANYMORE???? I was trying to cancel it SINCE WE WILL NOT OWN THE RANCH ANYMORE, not break it.

I was told I could transfer the service to another location. That is crazy!!! I ALREADY HAVE INTERNET AT OUR OTHER HOME. I do not need two connections. I am told very coldly that I need to pay for 12 more months of a crappy satellite connection when I have NO ranch house to put it on anymore, or pay $220 fee for "breaking the contract."

I am so exasperated that I ask for an address for my attorney to contact them. I am told there is no address. HUGE LIE.

I am livid. I had a TERRIBLE connection; they make it nearly impossible to contact them; then I'm told I'm breaking my contract...simply because I won't own the ranch anymore?? Something is clearly wrong with this horrible, irresponsible and greedy company.Desired Settlement: Give me back the $220 that you are STEALING from me, simply because we will NOT own the ranch anymore and you consider this "Breaking the contract". That is ABSURD!!

Business

Response:

December 26, 2013

**. [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 HughesNet service and to cancel without penalty.

Although **. [redacted] moved to a different location and is seeking the early termination fee waived. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, 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 frustrations. We have also issued a credit to the account in the amount of $110.00 covering half the early termination fee, bringing the total amount due to $110.

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:

[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 purchased Hughes Net for my internet service, it has been very slow. The customer care and service have been even more frustrating. They have requested to do reviews and service checks every time I call, these checks usually take a couple of hours while I sit on the phone in front of my computer responding to their questions. I have had a tech come out and install a complete new system because they couldn't find any thing specifically wrong and so in an attempt to correct problem the whole system was replaced without improving internet speed. In fact it was worse after a couple of days that they were supposed to be auditing signal and improving it. I've been told they would elevate the issue and a manager, high level tech would be calling, first one William said he would stay in contact and make sure problem was corrected. The phone number he gave me went to a office recording requiring a last name to find an extension, I was not given a last name. Following phone calls have resulted in only more frustration and apologies from phone operators and still no help. All the time my credit card has been charged a monthly fee even though I've repeatedly complained and requested help. I am currently waiting for a call from a manager after calling back after waiting 6 days from last camplaint when I was told a manager would be calling within 48 hours. No one seems to know William.

Review: When I contacted Hughesnet, the salesperson was asked more than once if the service would be below $75.00 because I am on disability and on a set income. The salesperson said it would be below that amount. I said if it was not below that amount, I would not change my service. She stated that it would remain below that amount. That lasted one month at $69.00. They withdrew money from my checking account where I did not okay such an action. When I spoke with them about that, they said they could paper bill us but that would increase the bill by 5 dollars. I was okay with that. The following month, the price of the service went up to $94.00. That was much more than I said I could afford the service. After talking with another person, evidently in [redacted], I was told that they could drop the price down to $64.00 until February of 2014, then the bill would return to 94 dollars. They asked me if that would satisfy me. Is stated for now, but when the bill goes back up, I will be forced to drop the account. I expected the bill to remain below 75 dollars, because that is why I entered into business with Hughesnet. I wish I never started business with this company. Also, there is a usage quota that I asked them three times about, and they reassured me that any regular user would never go over that amount. Two of my 4 months with the company, I have gone over the allotted amount. I consider myself to be one that does not abuse my time and downloads by any means, but the quota they allot to their customers is MUCH too small. We in the public are not up on what constitutes too much usage. The only thing this company is good for is if one is completely in the boondocks and there are no other providers available. I feel defrauded and lied to by the sales person.Desired Settlement: They need to drop my bill from here on out to less than 75.00 like they promised over the phone when I originally decided to become associated with Hughesnet. If not, I feel I am free to leave them without fear of any punitive billing for leaving their service before the 2 year period.

Business

Response:

August 8, 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 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 April 9, 2013. Regarding **. [redacted]’s concern

of being billed more than $75.00 per month; his actual recurring service plan

details without any added service charges are $59.99 for his monthly service

and $9.99 for the modem rental. The total including tax would be approximately

$71.00. **. [redacted] has added invoice billing which is an additional $5.00 per

month and all customers automatically have Express Repair added on their

account as of the second bill cycle at an additional $11.95. Customers can

choose to remove Express Repair at any time. If Express Repair was to remain on

**. [redacted]’s account, the total monthly cost before tax would be approximately

$87.00. At this point, per his request Express Repair has been removed bringing

his monthly charge to $74.98 before tax. **. [redacted] is currently receiving a $30.00

service credit for six months which would bring his bill down to approximately

$45.00 per month for six months.

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. It has been explained to **. [redacted] that if he

decides to cancel his service at any point during his 24 month commitment

period he would be subject to an early termination fee. Because that fee is

reduced on a monthly basis, we are not able to tell him what that fee would be

in the future. We

notified **. [redacted] of our decision on August 8, 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. 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:

My email service was not connected and working on my computer until today. I found two emails in the account once it started running from May 9, 2013 and June 14th, 2013. It took getting someone from their tech support at the corporate level for me to have a working email. A working email is part of the service and I never had a working email until August 8, 2013 while speaking with the person from corporate. On the day we set up service, both my wife and I spoke to two (2) individuals either from [redacted] or [redacted] and they could not fix the problem after an hour on the phone and them trying to talk us through it and us hitting the correct keys and following correctly their instructions. Every time, something would happen that would not allow the email program to begin. Because we had no email, I consider the service defective beyond the month they require to cancel their service without penalty and not on par with what other providers give their customers. They failed on their end of the bargain.

Review: When signing up with the company I was not advised of this being a data plan.

When signing up for [redacted], they advised that Hughes Net was the top company in my area. They transferred me to someone who could sign me up for it. This person gave me no information about the company or that this involved a data plan and automatically signed me up for the lowest plan without consulting my needs. After 2 months of slow internet my Husband got on the website to figure out the problem and that is when we realized we were on a data plan, it has been 2 months since we got the service and when I called to find out what was going on they just advised that it would cost me $400 to disconnect the service or I could up my data plan. We are trying the upgraded plan. My complaint is that I was not informed of this from the beginning. I never would have signed up for it had I known about that. Im paying $64 for a data plan for internet on top of having to have a data plan on my phone to use the internet. It just not make sense to me.Desired Settlement: None at this time

Business

Response:

December 30, 2013

**. [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 support 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.

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, Hughes issued (10) tokens to her account to use at her convenience. In addition, a credit for $10.00 off for (12) months has also been added to 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. 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: on 6/08/13 I contacted hughesnet and I cancled my account with them becouse I was told there internet service was faster than my dsl it was far from the truth so they told me they would give me my june payment would be reternd and they would send me a box to send the modem back they said I could keep the dish and the bolts theyput threw my sideing on my house and the days I had to stay here one day they never showed and I cheaked this morening my cheaking account and they took 400 dollars out of my bank acc. l did not cansle my account with hughesnet becouse I wanted too I canled becouse they could not provide the service they promissed they are leading peaple on to get them signed upDesired Settlement: get my money back and make shure they dont bo it to others lying for money is stealing all I get is my 100% veterans disability

Business

Response:

July 24, 2013