Hughes Network Systems

Review: I ordered Hughes Net May 15th. I was told I would get 20 mg per month anytime. Today, I'm informed this offer wasn't available to my area, the most I can have is 10 mg anytime. I was lied to in order to get my business. I would never had agreed to 10 mg anytime. I have to teenagers that we homeschool and I need the anytime mins. available 24 hours a day. This is fraud in order to get customers.Desired Settlement: I won't have Hughes net. They lied to me. I want them to come and get ALL their equipment.

Business

Response:

June 09, 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 Hughes 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 [redacted] 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.” In addition, there is a $100.00 de-installation fee for customers’ who are seeking removal of their equipment. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. Our records show **. [redacted] attempted to cancel the Hughes service on 5/27/2014 but unfortunately **. [redacted] is not the account holder and would be unable to cancel the account. As a result the account has remained active. We attempted to notify **. [redacted] of our decision on 06/09/2014 but were unsuccessful. [redacted] who is the account holder would need to contact me at the number below. 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:

There is a 30 day customer service guarantee (anyways that's what Hughes Net claims). This was cancelled on the very day it was installed. They committed fraud when they sold me their service. The last time I checked "bait and switch" is a form of fraud. They are the ones at fault not me. I refuse to pay them to come and get their equipment when they are the ones that committed the fraud.

Review: Our Hughes Net Satellite never worked. We were charged monthly fees, even though the local Hughes Net technicians could never get it to work.

We purchased our Hughes Net system in December. For three months Hughes Net tried to get it working by sending technicians or having technicians work with us over the phone. With all the attempts, it never worked. We were still charged $60+ a month for the service. We called to complain and were told they could not refund the money but they would escalate the complaint in March 2013. There was never any further assistance given, we were still charged monthly. In April 2013 we cancelled the service and said we would not pay cancellation fees because they never were able to get the satellite to work. They charged us over $300 for a service cancellation fee. This is completely unacceptable business practices. I would urge anyone thinking of getting Hughes Net, to look elsewhere for service. Our dealings with Hughes Net were so horrible and unprofessional at every level of management!Desired Settlement: The cancellation fees and monthly service fees

Business

Response:

December 19, 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 her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 28, 2012. On March 28, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $355.00. On June 11, 2013, $192.84 was credited to the account to help offset the early termination fee.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued an additional credit of $162.16 representing the remainder of the early termination fee to her account and that amount has been refunded to the card on file. Once **. [redacted] provides proof that her leased radio transmitter was sent back, an additional $213.50 will be refunded. We informed **. [redacted] of our decision on December 19, 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]

Review: My contract was that if I cancel during the first month I am not obligated to continue, service was very bad and during the first month I called several times and asked them to cancel they did not each time the customer service told me don't cancel we will give you six months free and a lot of false promises and did not cancelled. Each time they promised me free extra services and all of a sudden I saw unauthorized extra charges on my [redacted] then I called them what is going on they told me they can not credit me for unauthorized charges, I had to call my credit card company and ask them to remove the charge and they did. But, I sent them all devices they gave me, now they are sending me bill about $360 for services that they did not provide and some device that they put on my roof. They told me that if I cancel first month I am not responsible for the devices on the roof and I did cancel it during the first month, For the device on the roof they are charging my $200. I told them come and take it from roof, I cancelled first month and you told me if I do it during the first month I am not responsible for the device on the roof, but they do not respect what they told me. I went to google.com he see rating of this company a few weeks a go I was not surprised to see all terrible rating except Revdex.com that said it is a decent company. I hope somebody in Revdex.com to go and read the rating of this company and change its rating according to tens of ratings that I read and more than 90% had terrible rating of this company, so consumers know what kind of dishonest company is this.Desired Settlement: Remove the incorrect billing and do not send me bill anymore and quit the dishonest business practices and go read your rating on search engines.

Business

Response:

February 27, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

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

Our Executive Customer Care representative reviewed all pertinent databases. After further review, there is a remaining balance on the account in the amount of $214.00 that consists of the unreturned equipment fee. **. [redacted]’s would need to return the radio located on the arm of the dish for the account to reflect a $0.00 balance.

If **. [redacted] has any additional questions about the return of her equipment or needs any assitance; she may contact me at the number below.

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 Care

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

[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: They put some devices on the roof, and they told me I am not responsible for the devices if I cancel it during the first month and I cancelled it during the first month, now they tell me that I have to go to roof and bring down the devices, I am practically disabled, I cannot go to roof to bring anything down, it practically impossible, I want to tell them send your man to take not only the device to take every equipment you put on my roof. Going to the roof for me can be very dangerous and basically impossible with my disability.

Review: I had looked for internet service for my home because my family and I had just purchased a new home in [redacted], NV in August 2013. I called all of the internet service providers that are listed locally and nation wide to see if they can set up internet service in my community, [redacted] in [redacted], NV. No services were available in the community that we had just moved into [redacted], NV. The only provider that said they can provide us with internet service was Hughes Net. That is the only reason why I contacted Hughes Net. When I called customer service and I asked the representative if Hughes Net can support services for the following: internet service for computer and multiple computers to use internet at one time, cell phone using wifi through there internet service, and using [redacted] service through Hughes Net. I specifically asked them if their product can support using their internet service because my wife and I are doing college courses online and at the same time period. I also asked if the internet can support cell phones using wifi so I do not get charged usage fee's from cell phone provider. I also asked if their service can support watching movies through [redacted] which requires internet service. I said we watch videos and play video games through internet service on our game systems Xbox, PlayStation 3 and the WII U. I was told that it was no problem that Hughes Net can provide service for all of my needs. I asked all of these questions before committing to a contract with them. I also asked the customer service representative if they provided a military discount or a rate for disabled persons hurt in war. I asked them that because I was on a limited income because I was a disabled veteran and I have a budget to maintain because I did not work. On the day of installation, the installer identified himself as the Hughes Net installer. This man asked me several times , and these are his exact words, "Are you sure you want this installed to your home"? I asked him why would you say such a thing right before an installation? He shrugged his shoulders and said that their is other providers in the area that have better service! I told him that I called all possible internet providers and Hughes Net was the only one at the time that was able to have internet service installed because my wife and I are enrolled in college courses and that we had to have internet service since we moved from [redacted] Utah to [redacted], NV, 23 August 2013 and the college semester was starting 26 August 2013. We needed it as quickly as possible to complete the college classes. I am a disabled Veteran and the VA was helping to fund my wife's schooling and for myself to complete these courses. If not started on time, the VA will have you pay back the monies paid to the school or yourself. SO the installer put up the satellite on the side of our house. After service was installed to my home in [redacted], Hughes Net did not work on the very first day as I was told and promised. I have called multiple times about the problem that their internet service is slow and we cannot do anything I had originally asked when I called them. After being with Hughes Net for a month they claimed it was their router they set you up with. So they sent a new router and that did not solve any of the issues. Hughes Net said that I need to upgrade to be able to do all of the things that I required when I joined their service? I told the customer service representative why do I have to be upgraded for a service that I was promised and told that would work for me from the first day of service? Hughes Net wanted me to pay more money to have a service they promised from the start. They were trying to upsell another plan which costs $20 more? I asked them to please correct the problem refund my cost or cancel the contract because they are not providing a service as guaranteed from the very first day of service. On your very first phone call with Hughes Net, they record all conversations with customers as quality control to help with any problems. I asked them to please play back the very first recorded phone call with them and they will hear all of my questions that I asked the customer service representative before having service set up. A representative I talked with by phone conversation, claims they have no access to the recorded conversations? I asked them I wanted to talk to their supervisor and ask them if these conversations are recorded for quality purposes, why are they not able to have access to listen and also to prove that I am telling the truth about all the questions I asked before allowing service started. Hughes Net will not drop the contract, they want me to pay an outrageous early termination fee. I keep asking why do I have to pay for a service that does not work properly as Hughes Net promises and claims to be so customer oriented. Hughes Net wants me to pay nearly $400 for a termination fee for their service that never worked as promised, and still does not work properly! My wife and I cannot use this satellite internet service to complete our college courses because the modem speeds are to slow. Hughes Net customer service representatives just tell future customers what they want to hear so they will be locked into a contract so they still will make money off of a dissatisfied customer and with brand new customers they upsell them so they can get more money per month for a service that still doesn't work. Hughes Net is a very deceptive company and customer service relations do not want to help resolve a problem, all they tell you is upgrade or pay early termination fee's! Not once did they offer help to resolve or refund your money back, it is always pay more money. Hughes Net lacks customer relations skills. It's all about them and taking money! So since Hughes Net would not help me I called internet providers [redacted], [redacted], [redacted], [redacted], [redacted], and without telling them I had Hughes Net service. I asked them the same questions I need service for multiple computer use at same time, watch videos on computer, use internet to play video game systems online games, wifi for cell phones, and use internet to use [redacted] movie service. All of these providers had told me the required speed for my needs and more, that I (you) need the minimum of 20 mpb's. This speed is how quickly your internet service helps you gain access to websites and other internet service. These providers had nothing to gain from me when asking these question, and they are not even in this area to purchase service from them. So in conclusion Hughes Net internet service is barely operating or providing 4 mpb's and they know that their internet service cannot and will not support their customer needs! But they still tell inquiring persons there Satellite internet can and will do all of these great things. Look on their website and they have a graph that compares their service to other providers and it shows false information.Desired Settlement: I am demanding Hughes Net to stop charging me for a service that does not work, and I do not want to pay an early termination fee for a service that has NEVER WORKED FROM DAY ONE! I would like a refund from September 2013 until present day. Hughes Net also needs to remove the satellite from the outside my residence with no charge to me and without causing any damage to my home. They need to pay for the cost of returning the equipment once removed if it needs to be mailed back to them. Hughes Net service did not provide any help to correct this problem, all they wanted was for me to spend more money to get the correct service that was promised when I first contacted them in September 2013! Hughes Net mislead me to believe that their satellite internet service was able to provide me the service I solely wanted. I am not pleased at all with Hughes Net because they took advantage of a disabled veteran on a limited income and I can't afford their so called helpful tactics to upgrade! Please help me!

Business

Response:

February 28, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# 9921981

Dear **. [redacted]:

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Hughes offered to troubleshoot to undercover any underlying present issues.

Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled 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.

We will waive half of the early termination fee leaving a balance of $177.50. **. [redacted]’s would need to contact me with is preferred cancellation date at the number below. In addition, we will create a complimentary dispatch to successfully remove the equipment. We will also send a box and prepaid label for the return of the equipment. The equipment needs to return within 45 days to avoid being charged an unreturned equipment fee.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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 told me that there would be no contract when there actually was.

Hughesnet service is constantly not working and the helpdesk does nothing

I ordered hughesnet in January with the understanding that the service would support videos, [redacted] live...etc. From day 1 the service was horribly slow or just plain did not work. It is now April 22nd and I have had to call hughesnet help desk only to be told I needed to upgrade(which I did to no effect). I called earlier today to have the service canceled only to be ignored repeatedly and told I am using too much data(i only use the computer at night for an hour or so) until I got stern and demanded they cancel my service. Even still they tried talking me into staying. Now I am being told I owe $380 and have to return the equipment in a short amount of time or I will be charged more. Not only is Hughesnet responsible but [redacted] is as well for recommending them.Desired Settlement: I do not want to have to pay the $380 because Hughesnet did not hold up their end of the bargain.

Business

Response:

May 15, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’ concerns and expectations relative to his account. If **. [redacted] has an account number or phone number that can be used to access his account per his letter, we will be able to contact him and attempt to resolve his complaint. 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:

The account phone # is [redacted].

Review: I have Hughesnet Gen4 service which is supposed to be a super fast satellite internet service. I am paying a good amount for this service. It only gives me 5GB of data before it throttles my internet speed severely. I can't even load [redacted].com. When I call customer service I am repeatedly told to reboot my modem to no avail. They offer to upgrade my service for more money, of which I am not interested in doing when I can get [redacted] for less money and faster speeds. The customer service representatives are rude to me and they often times either hang up on me or put me on hold without telling me for over 10 minutes to the point where I am not sure if they are still there or not.Desired Settlement: I would like Hughesnet to allow me to cancel my service at no additional charge. I do not want the service anymore as what was advertised and explained to me when I signed up was false.

Business

Response:

August 28, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on December 19, 2013. 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 5GB to 20GB per month. We have offered to upgrade the service plan from the Connect to the Connect Pro plan with no increase in that cost for the period of one year. With an upgrade to the Connect Pro plan, [redacted]’s data allowance would increase from 5GB of anytime bytes and 5 GB of bonus bytes to 10 GB each. [redacted] was advised that the upgrade could be offered with no increase in the service plan cost. In addition we have offered to provide advanced technical support to troubleshoot her service. There are no documented facts to support [redacted] having problems with her service other than being throttled because of the data allowance being exceeded. 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. If [redacted] does still wish to cancel she will be subject to an early termination fee. We informed [redacted] of our decision on August 28, 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, Darron W[redacted]Executive Customer [email protected]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I understand that there is a fair usage policy, there are plenty of competitors that offer unlimited high speed internet. [redacted] offers internet at a lower price and a higher speed. If the reason there is a limit on bandwidth is to ensure all customers have a good speed, then how does allowing some to purchase "tokens" make any sense? I could surf the internet faster on a dial up (56k) service than I could on Hughesnet. I am surprised they still exist with the customer service and experience most have gotten. Just searching their name on [redacted] brings up thousands of complaints, most on their own customer forums!

Review: HughesNet internet was the only service we could use at our current location. When I spoke to a rep on the phone they told me we could get out of the contract because there was a Military Clause. We were told when my husband EASed out of the Military and became a Marine Veteran we could cancel the service no fee. I called to cancel the service today and was told I'd have to pay fees to get out of it all. I am very upset that we were lied too, if I would have known this we wouldn't have used them for service in any way. They would NOT pull up the recording of the day I set up internet to hear the man tell me we could cancel service at any time, they said they had no way to do that.Desired Settlement: I would either like a refund if they do end up charging us or to not be charged at all. They said they would charge us on May 21, 2014. Or around that date.

Business

Response:

June 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted]Case # [redacted] Dear Mr. Dennis: In response to your letter dated May 15, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel her HughesNet account as a result of her husband’s US MARINE active duty military retirement and is seeking to cancel without penalty. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on December 7, 2013. **. [redacted] contacted our billing support team to explain they were moving and had a better ISP provider at their new location. **. [redacted] explained that she was promised during the sale of the HughesNet service, an agent though Red Ventures LLC (SA) promised her she could cancel with no early termination fee if they received active duty military orders to relocate. Hughes has agreed to waive **. [redacted] early termination fees, and to issue a credit of $170.00 on June 2, 2014, reversing the early termination fees, leaving **. [redacted] account with a $170.00 refund to her credit card on file. Hughes sent **. [redacted] a prepaid shipping box and label to help facilitate the return of the leased hardware. The hardware has been received in good condition on June 4, 2014. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted]Office of Executive Support###-###-####

Review: This business does NOT have customer satisfaction as its goal. It binds its customers by 24 month commitment and the only way to get out of it is to pay a $310 early termination fee. This is absolutely stupid!! Its customer support people are not helpful at all and their speech is very hard to understand. [redacted] Wireless, for example, will waive the early termination fee if you are not satisfied with your service. Hughesnet simply has an inferior service and I would not recommend it to anybody at all.. I would be embarrassed to offer such a service in my business.Desired Settlement: It is only reasonable for Hughesnet to offer me a refund on the early termination fee. Or at least send out a technician to take down their own equipment instead of sending me a box to package it up and send it off to them on top of charging and early termination fee.

Business

Response:

May 22, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking de-installation of her equipment. Our executive customer care representative reviewed all pertinent database records. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that Hughes is not obligated to retrieve, the antenna, mount, or any cables. After further review, Hughes agrees to make an exception regarding our cancellation policy. As a result, Hughes has covered the cost to successfully de-install [redacted]’ equipment. A certified technician will be contacting [redacted] to schedule an appointment. Due to leasing the equipment [redacted] would need to return the equipment within 45 day of the cancellation date once the technician has performed the de-install to avoid being charged and unreturned equipment fee. 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. In addition, we have waived half of the early termination fee, bringing the amount due to $160.00. If [redacted] has any additional questions she may contact me at the number below. We sincerely regret any inconvenience that [redacted] may have experienced to improve the level of his service and we 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: My husband and I live in the country. We decided to try out Hughesnet since it always offers fast internet for those that live do not live in town…. I should have known something was up when it took almost 2 months for the installer to come out and install the equipment. After filing a complaint about that the installers, appointment setter calls me to say she is sorry and will look into it...I never heard back. One of the other reasons I chose Hughesnet is according to their website they offer free installation should you need to move. Well we did end of moving recently and so I called twice to confirm that the service would be moved for free and that we did not need to grab the dish, just our modem equipment. Well the installer shows up today and tells my husband that the installation is going to be $200 and if we do not go get the dish ourselves he is going to charge us for that as well….My husband called me to confirm. I chatted in to Hughesnet, thinking this installer must be ripping us off, just so I could find out that yes the installer can charge you their own fee of up to $200. Telling the chat person I was going to cancel they referred me to a phone number for Hughesnet account services where I could get free installation. Upon calling that person they said the best they could do was credit my account for $125 and I would just have to pay $75…..I want to cancel my service. The customer service has been awful. I work from home and the internet speed is nowhere near satisfactory. I am not a gamer, I answer emails and surf the internet. And now on top of it all I have to pay $200 out of pocket to have my “Free moving installation” taken care of or I can pay $385 to cancel the service all together.

FYI- I am going to not only call the Revdex.com to report this, I will be writing a letter to your President, blasting this out on every social media outlet I can find and telling everyone I know. No, giving me a truly free installation at this point will not get me to stay. I want no part of a company that provides this low level of service to their customers. I want out of my contract and after what we have experienced, I think that should be 100% honored free of charge.Desired Settlement: I wish to be let out of my agreement at no charge. I am extremely dissatified with how this has gone and will let everyone I know or am remotely associated with know about so they do not have to experience the same burden. I will promptly return the equipment to the installer as I know this is part of the agreement, I just want out.

Business

Response:

March 25, 2013

Review: On or about August 8th, 2012 I called HughesNet to cancel my satellite internet service. When asked why I was cancelling, I explained that I was moving into a rental house in a couple of days. At the time, I had no idea of where I would be permanently moving and if HughesNet service would be required when I relocated.

The HughesNet representative suggested I place my account in suspension instead of cancelling, as it would prevent me from having to renew my account and sign up for another two year commitment. I explained I was moving and asked what I needed to do to suspend the service. I was told by the HughesNet representative to take my satellite modem and power-cord only and that HushesNet would move the satellite dish and radio to my new location in required, and if I decided I didn’t need the service later on, I could cancel and send the modem and power-cord back.

On Oct 29th, I called to cancel the service as I wouldn’t need it at my new location. I was sent a box to return the modem and power-cord. HughesNet also requested return of the radio located in the satellite dish. I did not have the radio as I was told not to take it by the customer service representative. I returned the modem and power-cord and included a letter in the box explaining the circumstances as to why I did not have the radio.

About a month or two later, I noticed a credit card charge on my account for $215 for the radio. I did not authorize this charge. I’ve contacted HughesNet customer service many times; they refuse to eliminate this charge. HughesNet admits they convinced me to suspend versus cancel the account. They admit they told me to only take the modem and power-cord to my new location. They admit that I could have called them after moving, had a technician relocate the service without charge and then cancel the service the next day. They admit that in HughesNet service agreement, it clearly states that any equipment is the property of HughesNet and needs to be moved by them. They admit that HughesNet should be responsible for removing the radio from the satellite dish at the old location because it’s equipment I know nothing about and because it was installed at a height that would make it unsafe for me to access.Desired Settlement: I want the $215 charge for the radio dropped. I want a statement from HughesNet clearly stating the account is closed and paid-in-full.

Business

Response:

April 3, 2013

Review: There are so many problems concerning my dealings with Hughes Net that I will list them:

1. Many years of horrible service and false advertisement of speeds which we never received ( we had no choice but to continue as there was no other provider in the area,Hughes had a class action law suit against them but we did not participate in the law suit--our mistake)

2. called to complain about the horrible speeds and false advertisement but were always given the run-around.

3. They started billing me even after I had canceled! Putting in bogus charges and differing amounts. I called and had my credit card refuse these charges and any more from them. How can they still have my credit card on file after I cancelled??

4. They are now calling at all hours.Desired Settlement: I want Hughes net to stop contacting me and trying to bill my credit card!

Business

Response:

September 9, 2013

Review: I bought a preconstruction home in a new subdivision. Upon home's construction completion, I understood that I could only get dish services due to the fact the the regular cable companies did not yet offer service in this new area. A sales rep was driving around our subdivision soliciting new customers and offering a package deal for TV and internet. After a lengthy discussion with this rep over the phone, he assured me that all my needs would be met- some for a price like hanging my tv on the wall which I accepted. He failed to explain that my package deal consisted of two different companies- [redacted] and Hughes Network Syste** for internet. He also failed to explain installation procedures and important usage information. The failure to disclose this information resulted in many difficulties and out of pocket expenses paid by me: As a result, I now have two big ugly dishes on my roof. I thought that being a "package deal" there would have been only one dish. The Hughes Network installer/ technician led me to believe that the modem should be located in a central area inside my home and installed this device near my kitchen window which resulted in a new entrance sight in my kitchen wall and a jumble of cables and boxes as an eye sore for all to see. Upon advising Hughes Network Syste** of this error, I was informed that a technician could come out and move the modem and cables for a charge of $200. After various calls and arguments I accepted this offer so that I could at least get rid of the "eye sore" in my brand new home's kitchen. The second Hughes Net technician informed me that I had a great signal and could have installed this modem in any of the roo**. I even discussed this issue with the [redacted] project manager of my new home and he came over and showed me the clearly labeled cable box in my closet which could also have been used and would have therefore hidden any eyesores. Soon after our service was up and running, we started having proble** watching our streamlined [redacted] through our [redacted] tv device. After many service calls and visits from the "package deal rep" to check our connections etc, and visits to the [redacted] store where they exchanged my [redacted] tv device, we finally discovered that we couldn't watch [redacted] tv streaming because we had exceeded our internet service with Hughes Net and were put on a "slow usage" program with Hughes Net without any notifications. I had never heard of "exceeding an internet service by usage" and was never informed that my service was not unlimited. After more lengthy calls to a Hughes Net rep, I upgraded my service to try to rectify this over usage problem and I was given some "usage tokens". Within two days I was over my usage again and realized that clearly I would spend a fortune on internet usage seeing that Hughes offered no unlimited plan. Mind you, this is all taking place within the first 30 days. Luckily I was within one day of being able to get out of my contract which I promptly terminated. Now I am to return all the Hughes Net equipment in a return kit box, which would be understandable except for the fact that I also need to return a camera which is connected to the dish on our roof. It will cost me $100. to have one of their reps come out to professionally disconnect this camera. After I return their requested equipment, I will be stuck with a big useless dish eyesore on my roof which Hughes Net will not come to dismantle or collect. Once again I will be stuck with the responsibility and cost of taking down their left over equipment and roof repair.Desired Settlement: I would desire that Hughes Network Syste** refund me $200. which I spent to relocate the initial eyesore modem location; refund me $100. which I will spend to have the professional come and disconnect the required return camera; $75. to repair the created entrance sight in my kitchen and $200 for removing the useless leftover dish and repairing roof and outside wall entrance sights. I'm requesting a total $575. refund check for all my out of pocket expenses due to failure to disclose important information associated with the installation and usage of Hughes dish internet network system. Technically, I should also charge them for my time! I've literally wasted hours trying to get to the bottom of this multifaceted and costly problem.

Thank you for your attention to this matter,

Business

Response:

February 7, 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 HughesNet service.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration.

“For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.

You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.

You will not receive a credit for installation charges or other fees.”

We will be unable to issue a refund for the removal of the dish or de-installation fees.

All customers’ are required to sign off on the install checklist which agrees the installation was performed successfully. We have **. [redacted]’s signature that agrees the install was initially performed successfully. Unfortunately we will be unable to issue a refund for the re-installation.

In light of the issues, we have issued a refund of the service fee of $53.68. We left a message notifying **. [redacted] of our decision on 2/7/2014 and we are awaiting a return call.

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:

Although Hughes net has defined their policies of installation and de-installation, they have not addressed the issue which caused me to be misled into signing up for their services in the first place, resulting in a series of out of pocket expenses. The main issue is that "I was never advised that my service could only be limited usage and I was never advised that Hughes Net does not offer unlimited usage". Up until my experience with Hughes Net, I had been under the impression that all internet services were unlimited and that the monthly service fees were based on the internet speed rather than quantity of usage. Once I started having problems with my Hughes Net internet service, I was never advised (not even through an email or phone call) that I was being put on a a slow internet due to the fact that I exceeded my usage twice within the first 30 days. Due to the fact that I was never informed that "Hughes Net only offers limited usage", a series of events occurred which caused me to incur unnecessary out of pocket expenses of which I have noted in my previous complaint. Had I known from the beginning that Hughes Net does not offer unlimited service, I would not have signed up for the service and incurred expenses. Had Hughes Net sent me an advisory that I had exceeded my usage, I would have discovered earlier that my plan was not unlimited and therefore avoided some of the out of pocket expenses. Although I signed off that the service was successfully installed, It was not installed in a desirable location causing me to spend an extra $200. to relocate the service. Since my first complaint to Revdex.com, I have returned all the required equipment. Instead of paying their technician the required $100. for de-installation, I found my own person to do it for $50. I will accept the $53.68 service fee refund, but I am still requesting to be reimbursed $200. for the relocation, $50. for the de installation and $75. to repair my drywall. Thank you.

Review: I cannot use my internet 80% of the time

I have had issues with logging on to the web and different sites ever since I have had the service with Hughes Net. I have called several times and cannot understand the techs because they are out of the [redacted] . the last time which was about 2 weeks ago the tech gave me another number which was in [redacted]. the tech at this number wanted to charge me $149 saying I had a virus. I did put my computer in the shop in Jan.2013 and I returned after the tech told me this. I had brought with me all the web errors I am getting and the owner at the computer shop told me that the errors were my internet carrier. I use some site to keep in touch with my family. It is very frustrating using my computer with the amount that I am charged. I started with Hughes on June 8,2012 and was told then that it was a 1yr. contract,and now they are telling me it is a 2yr. contract. Please help me try to get the service I am paying for or help me get out of the contract. Thank You [redacted]Desired Settlement: I would like to be release from the contract. I do not feel that I am receiving the service that I am paying for. I cannot utilize my computer 80% of the time during any given day.

Business

Response:

March 22, 2013

Review: In the contract, it states that the equipment must be returned and gives a list stating which equipment must be returned including a power supply, radio, modem and LAN cable. Upon discontinuing my service, I received a box, contained the return kit and it did have everything in it that it was supposed to have. We removed the radio from the unit according to the instructions given and boxed up all the components as showed in the instructions sent to us. The radio was placed extremely snugly in the bottom (it barely fit) with the LAN cable and the Power supply on either side. The cardbored was placed over the top with the cutout over the zigzag. The foam was placed on either end of the modem and it was then placed on top of the radio and cardboard. The box was then taped using the given tape and the shipping label, clearly stating the weight of 2 LBS was placed over the previous sticker. I took it to [redacted] and shipped it and waited several days and never heard that my RMA was closed.

Upon further investigation, I found out that because the WEIGHT was wrong on my package, that I must have not sent the radio back and that I was to be charged $200 extra! When I asked if anyone looked in the box no one could answer me. I was told that I needed to get a signed document stating my contents from UPS, which will probably be impossible or pay the $200.Desired Settlement: I should not be charged the $200. This company is a rip-off from beginning of service to end. I really feel it necessary that there be an investigation into the whole operation. I have talked to many other people since subscribing and they have all been dissatisfied and ripped off in some way. I wish I would have known before ever dealing with them. I can't afford another $200 with these people.

Business

Response:

August 6, 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 October 2, 2013. On June 13, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $295.00. Regarding [redacted]’s concern of being charged for equipment she says she returned, we have successfully located the equipment and apologize that she was made to believe that it wasn’t received. The equipment was received against an older return merchandise authorization number and the agents had no way of knowing as such. There will be no unreturned fees placed 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, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: company doesn't provide service as promised, refuses to stand behind product, and commits fraud

We live in rural area where internet service is only provided by Hughesnet. We signed up for service May of 2012. The installer didn't keep scheduled appt for installation on Fri and made no attempt to contact us til late evening. He promised to be there Mon by 8 am, we did not see or hear from him til 11 am. He installed dish in yard and didn't fully set it up correctly, it is loose on the pole and everytime it is cloudy or inclement weather the service fails. I contacted Hughesnet at least 8 times within the 1st 30 days of service letting them know it wasn't working properly. I requested they have someone come inspect the installation but they refused stating "if they sent someone out it would cost me a service charge". I inquired why I would be responsible for an installation that wasn't done properly when it was their employee that did it. They stated it was because he was a contractor and not their employee and someone had to pay him. I advised them the dish was loose and pointing straight at my garage and not toward the sky, they advised it was supposed to be that way. I then would call in to their technical center everytime the service would fail, but they stated the system was operating as designed. When I first signed up for Hughesnet, I specifically asked if their system was compatible with working through a VPN. They advised me it was, so I went ahead with the installation. My job requires me to work through a VPN therefore it was imperative they answer the question truthfully and honestly. Well this turned out not to be the case.During one of my calls the tech person stated I had the basic package and I would need to upgrade for better service, which I did. My charges went from 49.00 per month to 109.00. After I upgraded the plan, it was an overcast day, not raining, just overcast and the system failed. I called tech support, and they advised me their system wasn't equiped to work well with a VPN. It seemed to be a little better, but still everytime it was overcast in the least bit, the service went out making it impossible for me to do my job. After many months of frustration attempting to do my job and attempting to get some help from Hughesnet...may I state without any success, I found it necessary to rent an office downtown where I would have access to a service provider that worked properly with the VPN. Not only did the service not work correctly from the start, they also started charging me a monthly fee for tech service at 9.95 per month without my permission. I didn't realize what was happening until I started realizing it was being deducted from my bank account. I called and requested info regarding the charge and was told it came through in an email and if I didn't want the service, I should have opted out. I stated to them I did not sign up for it and requested all money be refunded to my account. I was told the service would be cancelled and the funds would be back in my account within 7 days. This did not happen either. I feel this is blatant fraud on their part. It is nearly impossible to get in touch with them via phone without having a hold time of 60+ minutes or a message stating "call back at a less busy time". Had I have been made aware the service would not work through a VPN I would not have signed up for it and spent all the money I've spent trying to get the situation resolved, I would have rented the office in town to start with. I feel as I have been lied to, cheated, and utterly treated with disrespect and disregard.Desired Settlement: I want this contract cancelled, all my money refunded, including the 9.95 per month tech help fee I was being charged without my permission, which amounts to about $60.00 and an apology for the misleading sales pitch that got me to sign up for the service to start with. I'm not interested in their GEN 4 service as they stated would solve all my problems with their service for the simple fact, I can't believe anything they say.

Business

Response:

March 22, 2013

Review: To whom it may concern:

Let me start out with the fact that hughesnet has failed to be up right with all of the things they are doing when you sign up for an account. Hughesnet never informed me that it would be a 2 year contract to start with. Then when we moved to [redacted] from [redacted] they automatically update your contract for another 12 months which was never verbalized to me. On top of that they have had horrible customer service. They have hung up on me, never solve my issues, and I have been told I would be contacted by a supervisor only to find myself waiting weeks, months, and finally having to call them back. We had to move for the second time to our home in [redacted] now and we only had 2 months left in our contract, so rather than canceling it we where going to have the services moved only to find out that if we do that they update our contract for another 12 months. I finally decided to pay the $130 dollars for the cancellation fee and the $100 dollars to remove the satellite which they otherwise would have charged me about $300- $400 dollars for. I am upset because after all of this I have never received a receipt stating that I paid $130 dollar cancelation fee. I have tried several time to contact them and get a final receipt only to be left empty handed again. When I called to speak to a manager they said it wasn't possible. They also told me that they aren't able to give me a receipt and I feel that this among other things that this company does is illegal. I would like to have my issue resolved but it seems they are unwilling so I have chosen to contact the Revdex.com in search of a resolution.

Thank you,

[redacted]Desired Settlement: I feel that since the business cannot provide me with a final statement of my cancelation fees or even a receipt I would like to be refunded the $130 dollar cancelation fee.

Business

Response:

August 30, 2013

Review: The company has billed me for something that I have not authorized. I cancelled my service with them back in March within 30 days and they told me my bill was paid in full. I paid for my services and returned the equipment that they requested. 8 months later, I noticed a charge on my credit card for 212! I have never received a phone call, an email, or a bill for this. I had a final billing notice and that was paid. The service was cancelled on March 3rd and I have a final statement that shows it was paid in full!

I have called them 3 times now and they wanted me to take off the transmitter and send it to them. Why are they not sending me a bill and telling me I owe money instead of just charging me for something. I spoke with one person for about 20 minutes and then she said she would take the charges off and I would no longer be billed. When I asked for a confirmation email, the person refused to send me one and said I could see it in my account, which I no longer have. She said to not worry there would be no more bills and her manager said this should not have been billed. So, she helped me log in, but I do not have an active account, so I could not see if she actually took the charges off or not. When I first called them 2 weeks ago, they said it would no longer be charged as soon as I asked for a manager and told them I would be reporting them to the Revdex.com. I assumed it was taken care of or else I would have reported this immediately.

3 days later, a bill came for the first time. I called again and the guy said I had no account and he could not find my information, but he would call back later when my account came up. I never got the call. Then I spoke to 2 more people and they said they would send a box so I can take something off this dish that I owe them, but they sent me a power supply for something I do not even own! How can they decide 8 months after an account is cancelled and paid in full that I owe more money without informing me? I never got one email, phone call, or letter regarding any missing pieces and sent back everything they asked for when I canceled. This is a big scam as nobody there will work with me to get this resolved after I was told I was no longer being billed.

This is a scam because they are trying to bill without notification. They also changed what they said was required to be sent back. They also sent me a power supply instead of a box to try to return the receiver, so they are not even trying to get the receiver back, but charge me for a power supply which I have no equipment for.Desired Settlement: Stop charging me for something 8 months later that I do not owe. The customer service is the worst I have ever had to deal with and they do not do what they say they are going to do. This place has too many complaints to have an A+ rating! It really should be changed based on what others have also written about their billing without notification. If I was being charged for something, then I should have had a bill or notice telling me what the charges were for. I never did until I called to complain about the charges on my credit card. Why does my final billing statement show I owe nothing from 8 months ago and now I am getting billed for no reason? I should not have something come off my credit card 8 months after the fact with no notice that anything was missing when I returned the equipment that was required when I sent in the box originally. No notification of billing and then I was lied to about not being charged because that amount was being taken off is enough to make me think this business is not practicing best business practices and good customer service.

Business

Response:

December 4, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account

was activated on February 11, 2013 and requested to cancel her service on March 4, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $212.00. **. [redacted] has disputed the charge of $212.00 and has been awarded that amount by her financial institution so there is nothing to refund at this point.

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: Hughsnet guaranteed I would be able to attend online classes using their service; I could never reach my classes using their service, or got cut off.

I signed up with Hughesnet in Jan. 2013,account #[redacted]- the service was poor so I upgraded to a more expensive service in order to attend classes online. When the installer came out he came late and left early, leaving me with no service, said he was already late for his next appointment; I refused to sign his work order and tried fruitlessly to get service through repair service. Three days into the upgrade the service came on, then it would be on a day off a couple of days, or on a few hours, or cut me off in mid-class.

Each time I had a problem I would call tech support, of course the problem was never resolved, I called 3-4 times a week for tech support on the average. I never got quality service and had already paid my tuition for school, it was either get an F or change Satellite providers, I chose the latter, not once did hughesnet offer to send out a technician to see what the problem might be. I had no choice but to cancel their service and get an even higher costing provider, from whom I have had no trouble attending my classes.

I asked Hughesnet to terminate the service on 08/05/2013, so the fees would stop adding up, they promised they would, they also promised to send me an equipment return box, which they have not yet shipped. I called Hughesnet @[redacted] and expressed to them I had not recieved the equipment return box, this is when I found they did not turn the service off as I requested nor did they ship the equipment return box. I was told I owe 373.11 for early termination and another 300.00 if I don't get the equipment back to them.I explained to them their service would not allow me to access my online classes, I was told I still owe the early termination fee and the amount will escalate if the equipment is not returned.

I explained to them I had solicited another service and was doing well in school and had no intentions of paying them for rotten service. I also added if they insisted on payment send me a paper statement every month and I would pay them 3.00(three dollars) each month for the next 10 years.

The service was below pitiful, nobody should have to be subjected to this type of rip-off.

I complained at least 25 times and never was my cries heeded nor did they resolve the issues at the time I called in, days later I would check and the service may or may not be up. I have had to go to hot spots over town to do my homework at times.Desired Settlement: I honestly feel Hughesnet should refund all the money I ever invested in this awful fiasco, and pay me for the pain and suffering I endured worrying about getting on line to do my schoolwork, and having to drive around seeking methods of getting online for my classes.

I would like a refund for all monies paid to this rip-off company, I would like to see this early termination fee gone. I wish to be paid for the worry and the gas I used to drive 40 miles round trip to get on line elsewhere.

I

Business

Response:

August 26, 2013

Review: have been fightn with this co since dec 2012. they send me a bill 4 one thing then send me another. the rep called me me at 11:31 pm which I thot was againsnst all rules. he"d better be glad I didnnt hear his call. this company is a b.s. company.Desired Settlement: I want them to do right on the billing. they always screw up on their billing. and that guy called me at 11:31 pm!

Business

Response:

May 17, 2013

Review: Seller advertised that the minimums of the service performance were actually higher then the maximums I ever received.

I was promised a MINIMUM of 10 mbps download & 1 mbps upload, for under $70 a month, taxes included. With FREE INSTALLATION, that's right, absolutely no cost to me... but wait there's more... I wouldn't pay a cent, if I decided to cancel within 30 days of the install.

The day of install, I was told that since the guy who installs the service is actually an independent business representative; I would need to pay him directly. However, I was offered a credit on my account... for the suspected charges, which at that time I was told would be $35. Then by 7:00 at night, the gentlemen had to leave to pick up his son, and urged me to pay him before he had to leave. I complied, and the bill was $44.20!

Then when I filed my first complaint, as my maximum speeds were below what I was promised as my minimums... and I began to realize that I had been lied to, about several services and features. I was promised that I could stream [redacted] off of any device in the house... I was promised that I would be able to use a device which required a minimum of 1 mbps upload constant. Instead I learned that the service is variable, and although my posted maximum, on the cheapest service was 1 mbps upload... I never received that for longer then a few seconds, even on their most expensive $130 a month service.

I am a reasonable person, and I will accept that I made a bad decision working with HughesNet, and should have never paid for the install in the first place.

Before cancelling today, even on their best possible service plan, I was only receiving a download speed of 7 mbps & an upload of .3 mbps. This is just unacceptable for my needs. And I would have never changed from my $50 DSL, had the initial sales associate been honest with me in the first place. Providing falsified data just to make a sale, knowing full well that the company could not render the services, is wrong.

Had the corporation been willing to do what they say, or honor the promises, I would have considered sticking with them. But the moment I recognized that I was not getting what I was promised, they wanted to bend over backwards with credits on my account or service upgrades, but they failed to give me my money back. The hard earned money, that they swindled out of me, with lies and unfulfilled promises.Desired Settlement: I have been credited for the initial payment to HughesNet today, however they refuse to refund me for the install, which they acknowledge was supposed to be free. Today along with my cancellation, I was told that anything I paid the technician was not going to be covered by Hughes, as they deemed them additional charges. Because in order for me to try their service in the first place, I had to engage in a 2 year contract, and call an IBR to come out and install their dish. It is merely $44.20, that I still expect to be refunded, and I will deal with removing the unsightly pole that currently sits in my driveway, on my own time & dime.

I was previously promised a credit on my account covering the FULL installation, of $44.20. Yet when I demanded a full refund, they were only willing to give me the $77.20 that I had to put down for my first month of service. I initially requested that they also pay a technician to come remove the pole, that got put in my driveway, with several bags of concrete! If it were my corporation, I would think that is the least I could do, to show face, after my representatives had given such a horrible impression of how we do business.

Which in the end, leads me to believe, that they are in the business of over promising and under-delivering.

Business

Response:

July 24, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on June 28, 2014. The account was canceled per request on July 3, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Our records indicate that there was a credit approved by the preinstall department in the amount of $35.00 for a pole mount. **. [redacted]’s account has be credited the $35.00 as requested by the preinstall department and that amount has been refunded to the card on file. If there are any other charges that weren’t billed by Hughes, they will need to escalated to the dealer because Hughes isn’t responsible charges from the technician. 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]