Hughes Network Systems

Review: I am moving I am moving to a place where I cannot receive their service. They said I owe them about $235 for canceling. this is not fair.

I upgraded my service to Gen 4 a few months ago, not knowing I would have to move to a place where I couldn't receive their service. When I closed my account I was told I would owe them a fee of around $235. This is not fair, I am ill and have to move and I am forced to discontinue service. I should not be penalized and I am disabled and can't afford this kind of money.Desired Settlement: I would like the early termination fee waived because I had no idea I would have to move and discontinue their service. I am disabled and only get $700 a month and can't afford that fee and it's not fair since I had no idea I would have to move out of their service area.

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:

From: [redacted]

Date: Tue, Jul 16, 2013 at 12:17 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

I was forced into the repay agreement and I still protest. It is not a fair practice when someone is moving beyond their control.

Regards,

Business

Response:

July 16, 2013

Review: On April 3rd I called HughesNet because there was a problem with the amount of data my account was reporting was being used. The night before I was using Netflix to watch a streaming vide online. The Netflix settings were set to their lowest resolution, which is app. 300megabytes per hour. My hughesnet usage indicator reported that I had exceeded my data limit. So, I added another prepaid token, 500mb, and continued watching the show on Netflix. 10-15 minutes later the video stopped and I checked my computer to to see what was going on. Again, it said I had used the maximum amount of data. I added another 500mb token and continued to watch. I ended up using 3-4 tokens to finish a video that is only 40 minutes long. The settings on Netflix were at their lowest, there were no other internet devices connected to the wireless router, or neighbors because I have none. My family owns the surrounding 200+ acres around our home and no one lives there.Desired Settlement: Refund of services that werent provided and cancellation of service without penalty.

Business

Response:

April 15, 2013

Review: There is an unauthorized charge of $315.13 from HughesNet on our credit card. When I called Customer Service I was told it was for equipment that we did not return when we switched over to the new Gen 4 back in January 2014. As I told the representative, the technician took the equipment with him - so we had NOTHING TO RETURN!!! We have had nothing but continuous proble** with this company since we switched to the new system in January. In fact, this is the 3rd complaint we've filed against this company. Unfortunately we are held hostage and can not change providers. Another issue reported is that we still can not access of billing account information. When requested (multiple times) we are instructed to look online, which we have but there is nothing there!!! I demand a full refund of the charge ASAP or I will dispute the charge with my financial insitituation. The current case number with Hughes Net is #[redacted]Desired Settlement: full refund of $315.13 within the next 5 business days

Business

Response:

May 13, 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 upgraded to Gen 4 service on January 8, 2014. **. [redacted]’s account was billed for equipment not returned by the installer that completed the upgrade. The reason the system billed for the equipment is because the account was created as a new account rather than upgrading the existing account. At this point, we have issued a credit of $315.93 to the account and that amount was 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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, as of May 14, 2014 the credit HAS NOT been applied to my credit card. I request that the status of this complaint stay open until I confirm the credit has been processed.Regards, [redacted]

Review: Over charging for services, taking advantage of the elderly on fix income. Customer service reps lie to customers about bill & stealing money.

Payed internet bill on November 30th for 78.07 reference # [redacted] talked to rep. My service was disconnect on December 2 for non payment, called back again on December 2 I was told I had to pay a additional 44.99 to have service reinstated. Escalated the call talk to supervisor and she stated I has a past due amount from September. My bill is due on the 19th of each month, the invoices they send out didn't have it on it after I payed another 44.99 Reference # [redacted] I was told my balance was 66.72 due on December 19th. Came back home service was disconnected again for non payment I was told I had to pay additional 65.35 to have service reinstated. If my bill is due on the 19th of each month then they would have seen it in the system when I called 4 different times. Basically I keep getting told different amounts to pay just to get my service reinstated.Desired Settlement: Reimbursement for the representative mistakes about not disclosing everything on the account.

Business

Response:

December 12, 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 service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on July 19, 2011. After researching **. [redacted]’s account in detail her billing activity shows that the confusion with her bill began with the December 19, 2012 statement amount.

When **. [redacted]’s statement amount of $44.99 generated for the December 19, 2012 bill cycle, a payment wasn’t received until February 7, 2013 but was due by January 18, 2013. By the time that payment was received the January bill had also generated so since that point **. [redacted] has really been a month behind. **. [redacted]’s last payment of $66.72 on December 9, 2013 leaves her with a $0.00 and her bill is current. If **. [redacted] wishes to contact customer support billing, an agent will be able to review her billing in detail.

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: when I signed up for the service I was told I was getting a special price and that I was getting a service coverage free for 30 days free that I could opt out off within the first 30 days of service. When I called and tried to disputed my bill I was told that I was charged the full price because my billing cycle began when I placed my order even though my service was not installed until 30 days after my order was placed because they required a pre-payment in advance.. and the bills are a month in advance. This is so very misleading. I feel very cheated... I could get internet from anyone. I want out of this contract.. without being charged.. I will pay what I owe and that is it.....

Product_Or_Service: internet dish

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

I want out of this contact for being lied to and being mislead... without penalty...

Business

Response:

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10007943 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 March 8, 2014. On April 10, 2014, **. [redacted] called and inquired about canceling and was told that her 30 day period expired on April 8, 2014 to be able to cancel without penalty. 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, if she chooses to cancel her service before May 8th, 2014 we will make a one-time exception and waive the early termination fee. We’re not encouraging **. [redacted] to cancel her service and we’d like to try an address any issues she’s having with the service but she insists on cancelling we will waive the early termination fee as a courtesy. 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: I terminated my contract with Hughesnet Satellite internet service due to very poor customer service and hidden charges and fees the company representatives never disclosed at the time of the contract. I informed the billing representatives that I was no longer to be billed via direct billing out of my checking account and that I wanted my last bill sent to me via mail and that Hughesnet was not authorized to take anymore money out of my account. Hughesnet disregarded my statement and against my wishes, removed $140.00 out of my checking account without authorization. I then mailed the equipment back to them and again without authorization, Hughsenet removed $325.00 from my checking account, forcing several checks and debits to be sent back for Non-Sufficient Funds. Hughsenet had no authorization either time to remove any funds from my checking account and in fact were told specifically that they were not allowed to remove any funds from my checking account.Desired Settlement: I want to be re-imbursed the NSF fees and a formal apology letter from the company

Business

Response:

September 13, 2013

Review: I initiated services through HughesNet under an advertised Recovery Act, I did not sign any contracts to start services. I recently terminated my internet service with Hughes Net because I contracted their services through [redacted] so that I could have my bill bundled with my phone and cable service. At the time of termination I was informed by the CSR that I would be charged $235.00 for early termination. The CSR stated at some point during my service I was locked into a contract because I had requested additional downloads on my plan, I was never given new equipment nor did I ever sign a contract or agreement stating that I was under a 24 month contract in fact a few months after I had requested more download allowance I called back and returned the service to the original daily allowance at no point did anyone inform me that I was now under a contract nor was I advised that changing the daily allowances would affect my original service terms. Again I did not ever sign a contract nor did I give verbal permission to put my family under a contract and I was able to change the service without ever getting new equipment. I still have Hughes Net in my home however it is bundled with my phone and TV service now. I had service from Oct 2011 through March 2013 this is clearly just months short of 24 months but they are stating that it's only been a few months since I was placed in a contract which doesn't make any sense at all.Desired Settlement: I am requesting the $235.00 be adjusted off my account.

Business

Response:

Review: Internet service failed due to improper installation by hughesnet rep.

They offered free upgrade.

and I have had a week long runaround trying to get the install.Desired Settlement: get the desired service without all the hassle.

Business

Response:

July 31, 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, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking to upgrade his service successfully. After further review. Hughes will like to process [redacted]’s upgrade in a timely manner. Hughes will process a free upgrade charging his monthly service and any additional non-standard fees billable by the technician. If [redacted] would still like to upgrade his service he 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. Sincerely, Ecole F[redacted] 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: Hughesnet and I came to an agreement but due to the actions of their agent Intersource I will not be doing business with them.

Regards,

Business

Response:

August 18, 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, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking cancellation of his account. After further review, [redacted]’s account is cancelled. The equipment needs to be returned within 45 days of cancellation date to avoid being charged an unreturned equipment fee. [redacted] would need to contact me at the number below for any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, Ecole F[redacted] Executive Customer Care ###-###-#### [email protected]

Review: Hughes Net has been dishonest.They debited my bill from my checking and I have been locked into a contract,I think for over a year! If I was informed of these 2 things,I believe it was in some very FINE PRINT.The salesman on the phone was VERY HIGH PRESSURE!!! After paying my first bill,[I found out the hard way,deducted from my checking...]I canb't get any signal I'm on hold forever and told I have to purchase a TOKEN!!!! That lasted 1-2 days,then I have to do it all over again...REALLY,REALLY TERRIBLE,SHADY SERVICE.Desired Settlement: LET ME OUT OF YOUR CRUMMY CONTRACT!!!!!!! THIS COMPANY IS DISREPUTIBLE.

Business

Response:

February 19, 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 can issue a partial credit to her account that can be applied toward the early termination should she still want to cancel. Currently her service is still active. **. [redacted] will need to cancel her service with our customer support when and if she decides to cancel. We will be happy to have our technical support department troubleshoot her service to ensure that it’s working as it should.

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 have been experiencing several issues with my satellite internet. It is not responding as it should and when I call I would like to at least talk to someone I can understand. I am tired of being told its my wireless connection and that does not seem to be the issue. I have problems with my Hughes Net connecting and have to reset my box several times to attain internet. They tried telling me to upgrade my system and I did just that. Since then It has been crap. Seems as though there promotion is not all its cracked up to be.

Business

Response:

June 21, 2013

Review: When I ordered the internet service, I told them that I needed to be able to hard wire (2) computers as well as have wifi. I was told that is not a problem, that I could have that. I also told them that I do a lot of streaming from netflix and things of that sort. I was told no problem that they have the package for me. They said it was 50 dollars a month. When the tech showed up and installed the equipment, I found that I only was aloud 5gig a month for the 50 dollars. I only found this out because I called Hughes net about this, and I was unable to hard wire (2) computers and did not have wifi. I was also told at this point that I had to go and buy a new modem to have what I need, I was also told that for the streaming that I do I would need to get their unlimited package which is 150 dollars a month. I found that I was sold on the 50 dollar a month package so I would then be locked into a 2 year contract with them. At this point, mind you this is 15 minutes after install, I told them to rip it out of my house. Now this was back in August of 2013. They then wanted to charge me 100 dollars to disassemble.

Business

Response:

December 6, 2013

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.

After further review, Hughes has issue a refund for the unreturned fee to the credit card on file in the amount of $310.06 on 12/04/2013.

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

If **. [redacted] has any additional questions about this resolution 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. Thank you very much for your consideration.

Very truly yours

Review: I called Hughesnet from a flyer I received and was told that the installation would be free, as would the first months service. I gave them my credit card number for autopay (required) and was told a months service would be taken o it, held for three end days, and then released. The installer verified this information to my husband as well. After 1 week of poor Internet service, I called to have the service disconnected and inquire about the $51 charge to me card.

I was on the phone for a total of 53 minutes trying to have the service disconnected. First was a male with a somewhat heavy accent that talked so fast I haf trouble keeping up with the conversation. I asked for the supervisor about three times and finally someone named [redacted] came to the phone who sounded like she was intoxicated slurring all her words and talking extremely slow. They sent me to a service representative who refused to cancel my service and tried to extend my trial,give me a FREE month of service at a higher GB. She wouldn't let me speak with thr supervisor (they were on another call). I literallyhad to yell at her to have my service disconnected and receive a refund for 3 weeks. All three of them kept blaming me saying I misunderstood the information that was given to me. My husband was given the EXACT information. During installation.Desired Settlement: I just want them to know that GB their employees are rude and that the set-up and installation people are misleading customers by offering free services and then not following through.

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 her 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 March 26, 2014 and requested to cancel his service on April 8, 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. **. [redacted]’s account has be credited the disputed amount of $51.48 and that amount has been 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: I joined Hughes.net and then got married and moved residences. To honor my commitment I paid the Hughes Net bill for over a year while not using it to honor my two year obligation. As the last month came to conclude my two year contract, I called to cancel the service. They told me that I had to wait until the 21st to do that or they would charge me an early disconnect fee. Called back, 4 times and 11 hours later to cancel on the 21st, am sure my cell phone records could be pulled to prove this, finally got it canceled. They billed me another month charging me for the following month's service, again which I did not use. All their equipment was returned and I do not owe them one penny. Have put on all returned mail from them, paid in full and now they have turned it over to a collection agency. I believe this is an unethical practice and people should not be manipulated. It is a shame when people try to honor their contracts and the company does not honor theirs.Desired Settlement: I believe they need to look at their policies and apologize for this and all the inconvenience.

Business

Response:

June 6, 2013

Review: It is a scam I pay for the best hughes net service available and get overages after I have been away for month of my monthly commitment. The service no shows frequently and leave a huge mess and tries to leave the old equipment even when it doesnt work. All in all this company [redacted]!!!!!!!Desired Settlement: fix your service !!!!!!!

Business

Response:

February 7, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

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

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. 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.

We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.

In light of the difficulties **. [redacted] encountered with our service, we have issued a one-month service credit in the amount of $99.99 to her account.

**. [redacted] may contact me at the number below with any additional questions.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: When I contacted the company, I was not informed that they sold their internet services with limited data usage. I informed the representative that I needed internet for school service. The rep failed to even offer me a bigger data usage so as I was doin my homework one evening, the internet was not workn properly. I notified someone via live chat and I was informed that I had exceeded my data. I was not happy about the service so I cancelled it. I also told tbe representative that I WAS NOTauthorizing any payments to be withdrawn out of my account and the company failed to comply...they stole $400 out of my account knowing I did not authorize it. They sold me services with misleading facts and under false pretenses.Desired Settlement: I am requesting the refund of $400 especially since I have to climb onto the roof of my and detach their products that need to be returned; putting my life in immediate danger.

Business

Response:

December 6, 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 September 17, 2013. On November 17, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00. Although **. [redacted] requested to cancel service on October 17, 2013, the standard cancellation is at the end of the bill cycle.

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. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation

policy. Because **. [redacted] did request to cancel service within the 30 day period we have issued a credit of $400.00 to her account representing the early termination fee and that amount will be mailed to **. [redacted] in the form of a refund check.

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:

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

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

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I received a notice from this company stating they would be refunding me the money they withdrew from my checking account without permission. I filed a complaint with the Revdex.com and the letter stated they would be sending me the $400.00 in the form check. Up to date, I have not received a check; however, I have received invoices first showing a credit of $400.00 which I received in December, second I received on Thursday, January 24, 2014, stating I have a credit of $392.50. I contacted the company and they stated they could not inform me of why it was that amount and that a check had been sent on January 5, 2014. I do not believe it takes for 22 days for my money to be refunded to me. I also do not believe that when the arrangement was made through the Revdex.com, that it stated that they would be subtracting anything from the check. The company also sent UPS to my home three times to retrieve their merchandise, but some how have managed not to send me what is rightfully mine. I would like an explanation from the corporate office as to why they are purposely withholding the money they stole from me.

Regards,

Business

Response:

February 7, 2014

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

Regarding **. [redacted]’s concern of not receiving a refund check, it takes approximately 4-6 weeks for a refund check to generate once the account has been credited because the transaction doesn’t take place until the end of the following bill cycle.

Our records indicate the credit of $400.00 was placed on the account on December 6, 2013. The reason **. [redacted] saw an amount of $392.50 is because there was $7.50 imposed on the invoice on January 1, 2014 for California taxes on the equipment. The equipment was received after the invoice was generated and Hughes doesn’t sanction state taxes. A refund check in the amount of $392.50 was processed and issued on January 20, 2014. It would depend on the USPS as to exactly how long before the check is received at **. [redacted]’s address. Typically it could be up to 5-10 days.

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: When the internet was first installed it was very slow, and would often disconnect. The technicians told me it was possible a tree was blocking the satellite signal. I cut the tree down, but signal did not improve. I thought my computer might be outdated and bought a new one to be compatible with this service, and it still did not work. When I contacted them they said in a few weeks they would have an updated satellite with improved service. I waited, and service did not improve. The product I was paying for was still largely unusable. Customer Service offered a faster product for free, but service did not improve at all. After several months I returned the hardware and replaced them with another service, which worked perfectly. This company said I owed them an early termination fee for failing to stay with them for the contracted amount of time, despite not providing the service they were contracted to provide. They deferred my account to four collection agencies who have been harassing me for payment. I've called the company and they said there is nothing they can do.Desired Settlement: I want the collection agencies to take me off their list, and I feel Hughesnet should refund the money paid for a service provided that was inferior to the service promised.

Business

Response:

June 4, 2013

Review: I was relocating to a new address and knew what I needed to keep in touch with the world. I contacted HughesNet On December 31, 2013 and ordered via internet, HughesNet Satellite Internet and Voice Phone Service. I was contacted by the installer and I told them that I wouldn't be moved to the new location Until Friday January 10th and would they install the equipment on the 13Th, they agreed. I have Limited To NO cell phone service at my new location. The installers did show up and install my internet services on January 13, 2014. I asked the installer, what about my Voice Service, he replied that HughesNet was Handling that part of the order. Well after 2 hours online looking for some support to find out when my Phone Equipment May Arrive, CHAT, I'm still in the dark at this point. Then Today, Tuesday January 14, 2014 I'm in another online chat session with HughesNet and the Representative tells me I can look for my equipment via United States Postal Service on Wednesday January 15, 2014, but there are no guarantees. Still NOT satisfied with the answer or the Lack Of Confidence, I go 3 Miles Up The Road where I have Cell Phone Service and I call Customer Support, Again. Well after well over 30 Minutes on my cell phone, I'm redirected to someone else that states that I should receive my equipment in 3-7 business days, I replied, UNACCEPTABLE, I have A Medical Condition & I Need My Equipment so I can Call Out. I am then redirected to someone else that said they were transferring ne to the correct department, the call was ended form their end. I call back and ask for billing department, Since They had already deducted the funds for the equipment and the service I still don't have. The last person I spoke with after ALL the swearing I did, said I SHOULD receive my equipment in 24-48 hours via UPS & they would give me a credit of $10 per month for 3 months (We Shall See). I have never been so frustrated in my entire life with the run around and wait times.. It seems to me they could use a real businessman like myself before I retired after my heart attack and open heart, triple bypass surgery. This ordeal has caused me MUCH STRESS and I will never forget just how vulnerable the consumer is when it comes to the BIG Corporations and their services. They don't mind cutting back your bandwith and services, they monitor that like a hawk, shame they don't worry about CUSTOMER SATISFACTION. The gall of them to deduct money form MY ACCOUNT and I don't even have the means (Equipment) to use the service I've Paid For.Desired Settlement: Reimbursement for my time, energy, cell phone & Internet Services usage would be a start.

Business

Response:

February 05, 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 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 prior to establishing contact with **. [redacted].

After further review, **. [redacted] VOIP service was cancelled per his request.

In light of the difficulties **. [redacted] experienced with our VOIP service; Hughes has issued a credit to his account in the amount of $75.00 which represents the VOIP charge.

If **. [redacted] has any additional questions he would need to contact me directly at the number below.

We left a message for **. [redacted] on February 5, 2014 to advise him of our decision.

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: I got hughes net service. when he hooked it up I was informed that I had thirty days of customer satisfaction. if I was not satisfied I could cancel services with them and not have to worry about breaking contract. I was also told that if I wanted a paper bill it would be five dollars extra.. I declined and he told me that my bill would be sent by email. I got the email. and they took the money directly out of my account.. without my permission.. as I said he informed me that I could pay the bill over the internet.. nothing was said about automatic payment.. I also called them three times coplaining about my services through them.. which they did not fix.. I wanted to cancel service with them and they would not let me.. I am a disabled mother of two.. the money they took out of my account was not all there.. therefore checks bounced and now I do not have the money to pay for my medicine.. I am worried that they are taking advantage of other people by telling them false information..Desired Settlement: I would like to stop service with them without breaking contract.. and for them to have thier technicians or the installer of equipment and services to be very clear.. answer all questions explain everything clearly.. because what I was told apparently isint their policy.. thank you I would hope that I am the only person with this problem. but am afraid that they are taking advantage of other disabled people or the elderly.. please help

Business

Response:

May 23, 2013

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Review: I have had multiple issues with this company. The latest is that my download speed, which was supposed to be at least 10MBPS was down to modem speed. I was unable to use my connection as it kept timing out. I called last week and they said they would have it fixed, but all weekend we were having limited service. I was unable to watch internet TV at all, because of limited bandwidth. Today I spent 1 and 1/2 hours on the phone with a nice man from India, who finally fixed it. I said that since my month usage was almost up, but I had 52% unused because of the outage, that they should credit me. He said they don't do that. I paid for the service and did not get the service.Desired Settlement: Add at least 5G (my remaining allotment) either by token or otherwise by means of a refund.

Also, please stop providing such spotty and terrible service.

I have spent hours on the phone since I got this and I deeply regret not reading the over 600 complaints against you people. Now I am stuck with paying for services that are rarely delivered.

Business

Response:

May 13, 2013