Hughes Network Systems

Review: When we purchased the product we were told it was a dependable high-speed service. At this point the service is so slow it is wasting all of our data just trying to connect and in order to get a good reading of a connection I was told I had to buy more data and I believe that is unfair, the product that we were soul is not what we were told it would be. I would like to get this taken care of either have some one come out and check the dish angle to make sure it works correctly I have some sort of refund and not be punished to discontinue service.Desired Settlement: Either the connection speed as promised or to cancel service and not have it go against me and be charged for something I was told it would do ,that it has not.

Business

Response:

August 25, 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 her HughesNet service. Our Executive Customer Support reviewed the information contained in the letter and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Review: I'm moving and I need to discontinue my Satellite internet service. After I told the customer representative my wishes, she transferred my call to a customer manager, I was on hold for over 3 hours and I finally had to end the call. I called back 2 times and my calls were dropped when transferred.

I'm also extremely dissatissfied with the speed of the internet. They lie to you, to get you to sign the contract, dial up is 100 times faster than what they offer. It's become imposible to use the internet, because is so slow. They never mention having to buy tokens for more speed.Desired Settlement: stop the service and cancell my satellite internet service contract, due to the fact that I'm moving to an appartment, and also because I'm so dissatisfyed with their service, and costomer support. I also should not have to pay contract breaking policies, due to the fact that I'm moving to an appartment, where I can not have a dish installed.

Business

Response:

September 17, 2013

Review: I had been using Hughes Net satellite internet service for a remote vacation property for several years paying $79.99 per month and always utilizing their option to place my account into vacation suspension for 6 months each year.

In June 2013, working along side with my satellite system installer, [redacted], we contacted Hughes Net and requested to put a vacation suspension on my service and also to change my plan to their $49.99 service plan when I reactivate it on the next trip.

The customer service agent agreed to take care of both requests.

In July it became apparent that customer service never implemented the suspension as I received another bill. But this time the billing amount was neither the $79.99 plan nor the requested $49.99 plan but this time it was for a $69.99 plan.

I called Hughes Net again on July 20th and complained about the account not being in suspension and further for being charged for an incorrect plan. I was promised it would be taken care of.

Then in September another bill comes and again for $69.99.

I called Hughes Net again on September 16th to try to get it resolved once again.

I was advised by “[redacted]” that he would get it into suspension and also get the plan changed correctly and in addition issue me 3 months of $20 credit for their error (case # [redacted]).

In October I continued to get billed, and again for an incorrect amount. This time it was for $59.99 and again did not reflect any of the credit that “[redacted]” promised.

I called Hughes Net again on October 14th and talked to “[redacted]” (case #[redacted]).

I explained everything that had been going on since June and he laughed and said he could fix it by “re-aligning the parameters” and force it into suspension. He then requested that I call back in ½ an hour.

When I called back I was then informed that the reason the suspension requests never went into effect was because the service plan change request blocks their ability to put the account into suspension. Therefore they can’t even put it into suspension until I can physically get back to the satellite modem (which won’t be until next summer).

At that point I requested to cancel my Hughes Net account permanently.

Since I had been making auto payments for the Hughes Net service with my [redacted] card I called them up and explained what had been going on and opened a dispute for their charges back to June when I had first requested the suspension.

After several weeks they notified me that Hughes Net never responded to their inquiry so they granted that I was due to be refunded the charges back through June.

Then at the end of December I received a letter from a collection agency, "[redacted], [redacted] & [redacted]" that they are attempting to make me re-pay my money back to Hughes Net again.Desired Settlement: Stop trying to make me pay for the service they failed to suspend when I requested back in June and advise the collection agency there is no debt owed. An apology would be appropriate as well.

Business

Response:

February 5, 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 letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 9, 2009. On October 21, 2012, **. [redacted] called to have his account placed on a seasonal suspension for six months and it was indicated during the reading of terms and conditions that service will automatically resume after the six months expired. On October 22, 2012 [redacted] called and identified himself as the neighbor and dealer and asked to have service reactivated. On January 10, 2013 **. [redacted] called to request another suspension for six months. The service was reactivated in June of 2013. The account was billed in June of 2013 for the regular rate for the pro plus plan in the amount of $79.99. The July thru September of 2013 invoices were billed in the amount of $69.99 as a result of a three month service discount for $10.00. The October of 2013 invoice billed in the amount of $59.99 which included a three month service discount in the amount of $20.00. The actual service plans couldn’t be changed as requested because the modem needed to be re-registered and **. [redacted] wasn’t on site to be able to do that. **. [redacted] has disputed four of the five charges totaling $269.96 detailed in this letter with his financial institution and have been rewarded those funds by his financial institution. The charges are valid and per Hughes’ subscriber agreement we believe that we have a contractual right to assess these fees.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

The main issue as stated in my original complaint to the Revdex.com and that [redacted] from HughesNet corporate office seems to be overlooking is that at the end of my vacation in June 2013 I again requested that my service be put back into suspension since I was no longer under any contract to which the HughesNet customer service agent I talked to agreed to do but never accomplished. The plan change was for future vacations once I requested my service re-activated.

Review: This internet product was advertised as a fast service. After multiple attempts at upgrades for faster download/upload times, the system download times only increased by a small fraction. The system also lost its connection several times during the day and froze at times, causing lost information. I work as an online Medical Transcriptionist and need to have a dependable/fast service. After numerous calls and long holding times, with Tech Service, there was no resolution to these issues. I was losing substantial amount of wages because of this poor quality service. I had the company discontinue service due to the above issues. I had a hard time getting to a Customer Representative to help me with the termination. Had long wait times and transfers to other departments, only to have the phone call cut off with an automated message to call back at the same number. In February, 2016 I sent a written note to the Corporate office asking to waive the early termination fee. Did not receive any return correspondence from them, only a return box to return their hardware (which I did return promptly). Now I have received calls from a collection service asking for the early termination fee. I have resent a letter appealing the fee and asking them to waive the fee due to the poor service.Desired Settlement: I would like to have the termination fee waived. I feel I gave their product a fair trial, even to the point of upgrading the service from $40 per month to $110 per month in an effort to gain the increased speed I needed for my employment.

Business

Response:

July 9, 2013

Review: We originally signed up for a "bundle" package through [redacted] to have our internet and cable "under" one contract, as to save money. A hughes net representative was sent to install a radio/satellite dish, as well as a modem on 7/30/2013. ( it was ordered on 7/24/13). On 9/15/2013, we sold the house ([redacted]) where the service was originally provided. Upon moving to our new location ([redacted]), which is a rented condominium, we were informed by [redacted]'s [redacted] HOA that hughes net was not a service we were allowed to have because it was a multi-dwelling unit complex. At that time, I called hughes net at ###-###-####, and spoke with a CSR who told me that we would have to pay a cancellation fee because we were terminating our account early. I explained that this was a bundle package through [redacted], and that we were not allowed to continue the service at our current residence. I asked to speak to a supervisor and was connected to "[redacted]", who stated that he was the account management department supervisor. He told me that we could not "get out" of our contract even though our HOA was willing to write a letter explaining the restrictions in our community. He was very unprofessional, and told me my only option was to pay the cancellation fee, and return to equipment. WE called back on 10/8/13 to cancel the account. Our bank account was direct debited a cancellation fee of $385 on 10/31/13 without our approval. I called back to complain about the fee, and debit, and was told that we were automatically signed up for direct withdraw, since our bundled account with [redacted] was set up the same way. I asked about returning the equipment, and was told that they would mail me a box so that I could ship the equipment back to them. I had also contacted [redacted] of [redacted] during this time to inform him of the excessive fees and troubles trying to terminate our bundled contract with hughes net. He advised me that when I returned the equipment, we would be credited $300. When I got the box from hughes net, it stated that I had to return the modem, cables, and the radio transmitter box. The radio transmitter box is located in a satellite/cable dish on the roof of the house that we sold. I called hughes net once again, and was told that if I didn't return the radio transmitter, that we would be charged and additional $200. I told them that they did not have permission to auto-debit any charges from our bank, and that I was unable to go to our previous residence, get up to the roof and obtain their equipment. The CSR told me that they could send one of their representatives out for another $100 fee. At that time, I again asked to speak to a supervisor, was put on hold, and then was told told that a supervisor would have to call me back.Desired Settlement: I have the modem and cable, and the box to return it in. I do not feel that it is fair to be asked to pay another fee to get the radio satellite, (or be charged an equipment fee for not returning it). I think that we should be reimbursed for the "cancellation fee" as well. I feel that I have been fair, patient, professional and reasonable regarding this matter. I don't know what else to do at this point, and am asking for help resolving this conflict.

Sincerely,

Business

Response:

December 9, 2013

Dear **. [redacted]:

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

Hughes will be contact **. [redacted] to reach an amicable resolution regarding her complaint.

If **. [redacted] has any additional questions; 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,

Review: I contracted internet services through HughesNet in September 2012. I have repeatedly called to complain about the speed and continuity of services only to be put on hold for extended periods of time. I was not able to view social media such as Facebook or play Words with Friends on a consistent basis. I was offered a discount for my troubles but the problem was not fixed after repeated calls. The connection was so spotty and weak that I wasn't able to chat with a CSR on the company website to get a resolution to my issue. I ran a speed test on [redacted] only to find my internet speeds were extremely low in comparison to advertised speeds. PING was 993 ms, Download speed was .28 Mbps, upload speed was .11 Mbps. I also asked to upgrade to the newest product and was informed I would have to pay an additional $199 equipment fee for the new equipment I would need. I told them I would rather cancel, now they want to charge me $355 to cancel. In my opinion, this is not right, the service was never what they promised it to be. I have since elected a new provider and my speeds are now PING 821 ms, DLS 4 Mbps, ULS 1.89 Mbps. Which is a remarkable improvement of speed and the continuity of service is excellent, even in inclimate weather.Desired Settlement: I really just want them to cancel my service and NOT charge me the $355 fee.

Business

Response:

March 18, 2013

Review: The [redacted] office received an invoice that has a charge of $550 on it for time and materials on 1/30/13. No one from our office has called Hughes Network for any services since 11/13/12. My first call to Hughes Network to get this charge resolved was on 2/21/13. At which time, [redacted] the CSR, informed me that a manager from Hughes Netork would be returning my call with in 48 business. I waited until 2/27/13 giving Hughes Network plenty of time to return the call to [redacted] to resolve the issue. On 2/27/13, I called and spoke with [redacted]. At this time I was informed that someone would be calling me back no later than end of business day on 2/28/13. Since I had still not received any calls to resolve the time and materials issue by 3/1/13, I called for a third time. I was first informed by [redacted] that they had a cell phone number that was on the file as the main contact number. I informed them at that time that the cell number they had was ONLY supposed to be listed as an installation contact number since the installation was on a mine site which I would not be at. They informed me that in order to change the number to the proper contact number, I would have to send in a fax with the requested change. I told them I am not faxing in anything for the changes since it was a mistake made by the Hughes Network rep. At this point I asked to speak with a manager about the two problems with the [redacted] account. [redacted] put me on hold to see if she could get a manager on the phone. After approximately 5 minutes of being on hold, [redacted] returned to the phone. AGAIN, I was informed that a manager would be calling me within 48 hours. As of 3/5/13 10:20 am, I still have yet to receive any calls from Hughes Network to get this problem resolved. I will be calling Hughes Network again today (3/5/13) to try and get this issue taken care.

Hughes Network is one of the worst companies I have ever been in contact with for any issue or service. They have to send people from a different state for installations, they do not return calls to resolve issues and even when a fax is sent to them to change information, it takes two or three times of sending the fax to get any changes made. Also when they make changes, its rarely correct the first time so you end up sending in a 2nd or a 3rd request to have things changed. I wish there was another internet provider in this area who provided remote internet connections on mine sites.Desired Settlement: First I would like an explanation of these charges IF they do belong to [redacted]. If they do not belong to [redacted], delete the charge and issue a new invoice. Second, if they say they will call a customer back in a certain time frame, then call the customer back. Don't say something and then not follow through with it!!

Business

Response:

March 18, 2013

Review: I started service with this company and was overbilled and they refused to correct this issue. I was told, after numerous calls that a "call review" had to be done, involving [redacted]. I waited and waited for a call back, which was their instruction. After waiting, I called again, and was told the problem was escalated, twice. No avail. No call back. I started service and had it for approx 3 months, my total service bill should be no more than 120.00.I received bills from this company 5 days after service started requesting the purchase of the dish on my roof. I joined this service as a LEASE customer and was told nothing about installation charges. I am sure this is why there was not a call review placed, because they know they are in the wrong.I will gladly pay the 120.00 for services used, without question, but have now been placed in a collection agency for over 800.00.

Product_Or_Service: 10/15/2012Desired Settlement: DesiredSettlementID: Other (requires explanation)

Bill settled at 120.00 and corrected to reflect credits for all installation charges, fees, and purchases. This was a lease deal and no more.

Business

Response:

March 22, 2013

Review: When placing the order for HughesNet service, I was told that if I purchased the equipment the was no 2 year agreement.

I placed the order December 4, 2012, and was also told that We would have the faster Gen4 in January. Didn't happen, then it was March and it still hasn't happened. Because of the download speed & limitations, I cancelled the service today 8-8-2013. I was told if I cancelled the service, we would have to pay a $295 early cancellation fee. I purchased the equipment because I would avoid the early cancellation fee (the leased equipment had a 2 year contract. My installation paperwork also say nothing about a cancellation fee.Desired Settlement: Refund of my $295 they were charging me.

Business

Response:

August 22, 2013

Review: I ordered Hughes Net internet services b/c they were the only ones to provide service that I could find in area (out in country). Service didn't work at all so I cancelled service within 1 week of ordering it and they were fine with that. A week or so after cancelling, I got a phone call about 845 at night from some man from Hughes net that said they were coming out with 4GEN (a faster product) that might work for me and would I be interested in that service. I said I would as long as I had working internet. I never heard another thing from Hughes net, no phone call, nothing. I assumed it couldn't be set up since they never called to install it. Come to find out, they have been debiting my account for the last 6 months and I don't even have the service. I called to correct it with them and they said that with the phone call that night that I had agreed to service with them and they reactivated my account at the time! Unbeknownst to me!!! They said it was my responsibility to call and get the service set up with them ( which I was never told). Even though I don't have the service they are charging me for the "ability to have service with them" whether or not I actually had service per their account manager. They wouldn't refund my money and charged $350 to cancel what they said was an 18 month contract!! I'm furious and think this is fraud and unethical in the least. I had no written contract with them nor did I know I was reactivating an account with them with no service. This occurred in Jan 2013 and 4 GEN wasn't even going to be available until Feb at the earliest. I feel taken and was scammed!!!Desired Settlement: I would like to be reimbursed the $350 cancellation fee and for the 6 months they debited my account. They were unpleasant in the least when I tried to clear this up and I think they have quite the scam going. Having their salesmen call to tell you about new services when really they are signing you up for service! They need to have fraud charges brought against them. Terrible business ethics!

Business

Response:

June 18, 2013

Review: I called HughesNet off a post card I had received in the mail. It had said there was free installation on leased equipment for satellite internet. The representative ran my credit and informed me that actually installation is free no matter what but because of my credit I would have to purchase the equipment. He also told me that there is a rebate right now for the equipment so the $200 I would pay at installation would be rebated back to me and a check would be cut the next day and put in the mail. He also told me that if I was ever unsatisfied just call HughesNet and they would even purchase the equipment back from me for the same price I paid. I said okay.

The installation guy came out and I was telling him about it and confessed it sounded a little too good to be true because normally you have to wait on rebates. He encouraged me to call again before they installed to make sure about the terms. I called back and was told the same thing that there is free installation no matter what, the company does indeed buy back equipment for the same price however the rebate takes 6 weeks to get to me. I laughed and said that sounded more accurate. The installer agreed that sounded more reasonable. The satellite got installed, this was on a Sunday because I am self employed and my weekday time is at a premium.

I kept checking my account and the money was not coming out. A week and a half later I got a letter in the mail saying they had tried to take the money out but it was not in the account and I needed to provide an alternate form of payment. That was weird because I had just over $300 in my account at that time. I called the number on the letter, went through the time consuming automated phone voice and then waited some more. After twenty minutes of pressing numbers and waiting I was finally able to talk to a human and was informed that Hughesnet was trying to take $450 out of my account. Whoa! I never agreed to any such number nor would I have had it been said to me. I told the guy to come get the equipment there was no way I was paying that. $200 with a rebate was ridiculous enough but $450 with $200 of it rebated was by no means what I had been told. He said that was fine he was going to put me on hold and transfer me to the department that would take care of everything for me. He hung up on me instead. Having already wasted 30 minutes of my day I did not have time to call back and go through 20 minutes of menus and holds again.

A week or two later someone from HughesNet called and left a message. I was in the car with about an hour drive ahead of me so I called them back to get this cleared up. I went through 20 minutes of menus and holds again and finally got someone on the phone. We had the same conversation and as they put me on hold to transfer me they hung up as well. I called back this time and went through the 20 minutes of menus and holds again! Had the same conversation and told the guy about being hung up on twice now. He said he was going to do a live transfer to make sure that didn't happen. Somehow two representatives were on the phone and one interupted the other to explain that he was going to get off since there were two of the same people on the line. When he hung up the line went dead. At this point I was in the parking lot of my detination and did not call back at that time.

A week or two later I got another call. I called HughesNet back went through the whole 20 useless minutes of menus and holds and got someone on the line. Told them the same story and told them about being hung up on all those times. He did a live transfer that worked. I spoke to a lady who then told me that because we were not having this conversation in the 30 days after the installation I am responsible for all charges plus a $500 and something cut off fee for early termination. I explained the WHOLE story again and she informed me there was nothing she could do. I asked to speak to her boss who was straight up rude.

He said he could look back and see where I called and spoke to someone the three times before this. In all the notes it indicated what I said. But because the disconnection did not actually occur there is nothing he can do. I asked if he had access to the conversatons I had with the agents who sold it to me. I also asked if he had any proof that I had ever agreed to such charges. He said he had my signature at installation. I asked if he could send that to me since the Fair Debt Collection Practices Act states that a company has to prove that I owe the debt. He said he couldn't send it to me. I asked what his name was and he said he was [redacted] and was the Account Management Supervisor out of [redacted] TX. He told me that I had originally spoken with a company call L3 Communications when I first called in to be a HughesNet customer and that if I wanted recorded phone conversations I would need to call them. [redacted] also told me that installation had occured on February 17th and that my first call had come in on March 13th which was within that 30 day window.

I called L3 Communications at 801-594-2000 whaich was the number [redacted] had given me and was informed that they have nothing to do with HughesNet. I wish I could say the same. I have had someone from HughesNet call three times since then. However I have already wasted too much time on hold and talking with people who claim they are just as much a victim of the phone and computer syatem as I am. Not to mention [redacted] who spoke to me like I was an it for not having the three claim numbers for him from previous calls even though he then said he could see the numbers right there.

I have decided to spend my time on this complaint instead.Desired Settlement: I would like for HughesNet to come get there equipment and to adjust there billing to show I owe nothing.

Business

Response:

April 26, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

[redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, we attempted to contact [redacted] to resolve the outstanding matter on 4/25/2013. It is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking a credit to her account due to stating she was set up on the wrong plan.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]s frustration. We have waived the early termination fee, equipment fee and partial service fee. [redacted] needs to pay the remaining reactivation fee, service fee and applicable taxes in the amount of $171.23. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

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]

Business

Response:

April 26, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, we attempted to contact [redacted] to resolve the outstanding matter on 4/25/2013. It is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking a credit to her account due to stating she was set up on the wrong plan.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration. We have waived the early termination fee, equipment fee and partial service fee. [redacted] needs to pay the remaining reactivation fee, service fee and applicable taxes in the amount of $171.23. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

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

Very truly yours,

Executive Customer Support

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I called [redacted] back the day after she called an left a message and I left her a message. I have still not heard back from her. I am using my cell phone as a hot spot right now to activate the internet on my computer. I am NOT reactivating with HughesNet no matter what. So there should be no reactivation fee. I was also told by both of the salesmen I talked to that Hughes buys the equipment back at any time for the full amount. I have told Hughes several times to come and get the equiipment. The $200 equipment would more than credit back whatever these bogus fees [redacted] has come up with. Once again only one call was made, I returned it on Friday April 26th, the day after the call, and it is now Tuesday April 30th and Hughes has not had the courtesy to call me back even though they took the time to email the Revdex.com. NO I do not ever intend to reactivate with Hughes or do any sort of business with them in the future. Please come get the equipment.

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:Once again I made the decision to purchase equipment based on false information provided to me by two Hughes agents at the same phone number. **. [redacted] did send me a 12 page print out with a signature that looks like mine digitally imposed. However at installation I signed a one page agreement and a little brown box which I was informed would just let Hughes know that the installation was complete. There was not any sort of 12 page agreement signed by me and to superimpose a digital signature on a 12 page agreement I am sure would not stand up in court.

The portions of the agreement that were highlighted do not reference my situation anyways. I DID call within 30 days and the phone system Hughes uses cut me off. As I stated to [redacted] on the phone, I was led to believe by both agents that if I wanted to terminate the agreement that Hughes would buy it back for $200.

It says in the 12 page agreement that I saw for the first time this past weekend, that if I contact Hughes within 30 days, which I did, I can return the equipment for a $200 refund. This would cover the $171.23 amount that Hughes has mysteriousely come up with. As far as sending the equipment back, I got the box and instructions from Hughes last Thursday and will send back the parts that are Hughes. However the satellite was installed on the roof of the home I am renting and is on a 5 foot pole on top of that. I do not own a ladder nor do I know how to do any of the technical stuff with it. If Hughes wants the satellite they need to come get it and I am not paying a dime for them to do so.

As mentioned before, I would not have to be doing any of this if Hughes had just done what the agents had said OR if they would train their agents to tell about what it is that Hughes actually charges. [redacted] has pointed out in our conversation that since the equipment is used they can no longer sell it, however in the 12 page agreement that I just saw this past weekend it DOES state that Hughes refurbishes their equipment and a customer can receive a $25 discount if they buy a refurbished one which would still give Hughes $3.77 over the $171.23 I will not be paying from the refund.

I am expecting Hughes to credit the $200 from the return of my equipment in order to give me a balance of $0.

Regards,

Business

Response:

May 21, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, we initially contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some additional concerns regarding her HughesNet service and is seeking a credit to her account.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] frustration. As previously stated, Hughes has waived the early termination fee, and partial service fee. [redacted] needs to pay the remaining install fee of $171.23 and return her purchased equipment to bring her account to a $0.00 balance. [redacted] balance is currently $371.22 which includes $171.23 for the installation and $199.99 for the equipment fee. Once the equipment is returned there will still be the remaining $171.23 for the installation which would need to be paid to bring the account to $0.00.

Hughes is not responsible to de-install [redacted]’s equipment. If [redacted] needs assistance with the de-installation process there is a $100.00 fee and she may contact our technical department at [redacted] to help facilitate her request. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

In addition, Hughes has mailed [redacted] her signed copy of her contractual agreement agreeing to the terms and conditions of our service.

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

Very truly yours,

Executive Customer Support

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I am in this conundrum because I did speak to two representatives before installation. [redacted] has mentioned that the company is acting on good faith yet it is not doing what was originally offered. [redacted] has also mentioned that Hughes does not report to the credit reporting agency's but the letter in the box sent to me states " Hughes may elect to report this incident to credit reporting agencies and to pursue any available legal remedies. ". The letter also says this was a lease and once again I agreed to purchase under the provisions which the first Hughes representatives spoke of.

Review: We received verbal confirmation over the telephone that we would be under a one month no obligation trial (less installation fee of $99) and could cancel the service anytime within those 30 days. We cancelled after 7 days of service (of which only 2 days we were actually receiving service, the other 5 we received no internet connection). After we cancelled we were informed that we could return the equipment and receive a $200 credit for the equipment but that we would still be responsible for the other $261.97 owed. This is atrocious business practice to lure someone in with a 30 day free trial then not provide that. I feel that we are owed $161.97 back due to this practice. I agree with paying $99 for installation only. Even after we sent the equipment back in April 2013 we are just now receiving the $200 credit after a 40 minute phone call. We had made several phone calls previously but have always been mysteriously disconnected. I am appalled by the service that this company provides.Desired Settlement: Refund in the amount of $162.97

Business

Response:

August 21, 2013

Review: After contacting the company multiple times for a box to return the equipment that was rented from them for internet service, I never recieved one. I canceled my service one year ago to this month and they just now charged my account for the equipment. When I called the company yesterday and spoke to a representitive for an extended period of time I was informed to mail the items myself and they would refund my money as soon as I provided a tracking number. When I called today with a tracking number I was told that the would not refund my money. After speeking with their supervisors supervisor I was told that their employee provided me with false information, and I should recieve the refund in 5-7 days.Desired Settlement: Refund my money with just the tracking number as I was infromed by their employee

Business

Response:

November

21, 2013

Review: As a customer with this business since November 2008, I have had numerous moments of inconsistent service and with very difficult customer service to resolve the many issues throughout this period of time and service. On June 28, 2013 I contacted Hughes Network Systems customer service to cancel my internet service and to close my account to discontinue charges. A brief description of the cancellation procedure was provided by the customer service representative in hopes that I would not be listening to the details of the company terms to cancel. It was stated that my billing date was the 12th of each month (not the same date my service with the company was initiated) and that I would be canceled on the 12th of July. I asked, why am I being charged for service beyond my desired cancellation date, I shared that I wanted the cancellation to take place immediately and a prorated credit applied to my account/credit card. The customer service rep agreed to pursue the immediate cancellation, but clarified with me that they typically cancel the account on the billing date and would have to seek approval from a superior to provide an immediate cancellation and a credit provided. After placing me on hold for a 2-3 minute period the representative returned to indicate that the immediate cancellation request was approved with an amount to be credited to my account for the immediate cancellation, still totally to the benefit of the company. I refused to accept the inaccurate amount provided by the company and stated that at the monthly cost of the service at $59.99 and I am canceling the service on June 28 that I would have utilized 17 of the 30 day billing period and would be entitled to a $26.00 credit. Since this amount was not consistant with the authorized amount, another approval would have to be requested. When the representative returned again 2-3 minutes later, it was agreed that a $23.33 credit would be placed on my account for for credit to my credit card account. Since this amount was closer to the correct proration of $26.00, I decided it would be an acceptable amount to get the cancellation completed. It was again promised that this $23.33 credit would be applied to my account and credit card and a Service ticket number of # [redacted] was provided to reference the call for future reference needs.

While I did not expect a credit to show up on the very next credit card account statement, I figured it was most likely somewhere in the middle of my credit card accounts statement/billing period. So after receiving a second credit card account statement without any credit applied by Hughes Network Systems I decided on September 12, 2013 to make another call to inquire with the company Hughes Network Systems customer service and spoke with a customer service rep by the name of [redacted], only to be told again that they do not terminate or cancel an account until the billing date and my date would be the 12th of each month only to reenact the initial call made to request a cancellation to my account and service with Hughes Net, all over again. I shared with [redacted] that I was promised by the first customer service rep on June 28, 2013 that a credit would be applied to my account and credit card in the amount of $23.33 and said that a service ticket number was provided and shared this number of #[redacted] with [redacted] and was told by [redacted] that there simply was nothing in the service ticket report indicating any credit due as a result of my cancellation. I was also told by [redacted] that maybe something could have possibly been done to credit my account had I not waited 3 months to inquire about the promised credit. It was not 3 months and I was insulted by this statement. Being frustrated with the progression of my follow ups call as well as with so many other calls over the period of 4.5 + years as a loyal customer, I stated that this type of customer treatment was not going to be accepted by this customer and I would not ever give up with my attempts to retrieve my credit due, as it was promised. My attempts to finalize my cancellation with any satisfaction was totally a loss and a complaint with the Revdex.com was now totally warranted. I feel the amount of any credit would have avoided my efforts in filing this complaint even though I would never recommend the services provided by Hughes Net to any other person that I liked ever.Desired Settlement: The above complaint is only one of the many unsatisfied issues that I experienced over the 4.5+ years of internet service with Hughes Network Systems, I am no longer a customer nor will I ever become a likely returning customer, so the morale/principle of any settlement to my cancellation and account credit request will likely have little or no impact upon my opinion of this company's services provided over my service period with them. I feel the time that I have been required to invest into this simple issue, is worth far more than the $23.33 that was originally promised. An amount in excess of the promised cancellation credit would have to be far in excess, of the promised amount, now before I would change the sharing of my experiences on the many internet venues available to share these unfortunate experiences with such a customer abusive, customer services. 100% of every call made to this companies customer service over the 4.5+ years, for technical service was handled by minorities who could not speak fluent English making it all the more difficult and frustrating.

Business

Response:

October 11, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In

response to your letter to the Executive Customer Care division of Hughes, it

is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

After

further review, Hughes has issued a refund to **. [redacted] in the

amount of $18.00 to the credit card on file; the refund post to the account on

8/12/2013. We left a message notifying **. [redacted] of our decision on

10/11/2013.

We

sincerely regret any inconvenience that **. [redacted] may have experienced and are

hopeful that our actions will serve as a demonstration of our good faith. In

the event you have any additional questions or comments, do not hesitate to

contact me. Thank you very much for your

consideration.

Very

truly yours,

Executive

Customer Support

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

[email protected]

Consumer

Response:

[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 will not accept any shortage to myself, by this company any further. It was explained in the initial complaint that they need to credit my account the amount of my monthly cost for the days that I did not utilize their service. I was with this company for over 4.5 years without any compromise made by them. Yes they did discount the monthly cost a couple of months for service interruptions or equipment deficiencies. My personal experience during these 4.5+ years was one of my worst life experiences ever. Trying to communicate with their technical support group (which was the only department that one could contact & speak to a human) was nearly impossible because they do "NOT" speak fluent English, therefore getting a resolution to a problem was usually always impossible.

Review: I have tried contacting Hughes Net numerous times to cancel my installation set on August 12, 2013. The only time they will answer the phone is if you are trying to become a new customer. However, that department cannot cancel installations or even transfer you to a person who can. I have contacted all numbers associated with Hughes Net and selected all options they offer to change installation service which has now totaled over three hours of wait time.Desired Settlement: If I cannot get in touch with the business before my installation date, or they do not get in touch with me, I will want a full refund for service fees for the service I do not want installed.

Business

Response:

August 7, 2013

Review: Hughesnet is a pure and simple rip off. They have an exemplary sales pitch but the technology is terrible! I called within a week of my install complaining of problems and that call never got logged. I know this because when I could take no more I called to cancel and the customer service rep told me I had never called, which was an out right lie. I believe it wasn't logged because you can return the product within 30 days if you're not satisfied. This little fact was never explained to me and was buried down in the small print that I failed to read (my fault). What angers me is that after 10 months of horrible service I cancel to get hit with early termination fees and they wouldn't even disconnect me on the day I requested. They made me pay for an entire month even though I clearly wasn't going to use it. If the wind blows, the service is down. If it's cloudy or raining at all, the service didn't work. It is just extremely unreliable and when I begin to look around at what others had experienced I couldn't find one satisfied customer. It is a rip off plain and simple!Desired Settlement: remove the early termination fees from my final bill on acct # [redacted] and never contact me again.

Business

Response:

November 5, 2013

Review: I was looking for Internet that would suit my family and me, and because I was familiar with the reputation of all dish companies (they make their money from new customers, not existing customers, so all they care about is getting you locked into a contract and gettin the money from installation and equipment fees) I made sure I repeatedly asked if the plans available would suit my Internet needs. I was assured they would. Long story short, after initial set-up, they didn't come on the day they scheduled installation and then tried blaming the local company that did the installations (the guy that scheduled the date was from headquarters and told me Saturday, but when I talked to the local company, they said they received the info for Sunday). When I called and complained about the mix-up, a man at barely spoke English told me he was giving me a $50 credit for the inconvenience, which I never received. After a few days, we had already used up the allowed data, so I called and complained to another woman, clearly not living in the U.S., after being transferred several times. I told her the proble** I was experiencing and when I threatened to cancel (I still had three weeks to do so without being charged a fee), my data allowance was fully restored before my eyes. I asked her if she did something to make my meter go back up and she told me she didn't. She did. Since I've been locked into my contract, my Internet has slowed way down and I supposedly use 20 Gb of data in two days. Of course, they give you the option to buy tokens for $5.00/ea, but I'm already paying $130/mo.! And although a token supposedly buys you 2 Gb, it see** to go way faster than it should. I've seen on their questions and comments page that tons of people are having this problem. Their sales team is misleading customers, doing what they have to in order to get customers locked into their contract, and then they [redacted] them out of a bunch of money. I paid $300 for installation and although I was assured their $65 plan would suit me, I'm now upto thierry highest plan and the speeds and overall service is still horrible. Not to mention, I never received my rebate and had to order a different modem because they blamed the slow Internet on the first one I had...there's no difference. At the very least, I want out of my contract without having to pay a cancellation fee, and I want them to come pick up the dish that's hanging on my porch. Thank you!!Desired Settlement: *$50 credit I was promised

*To be released from my contract, since they were misleading about the product they were selling.

*installation refund

*Removal and pick-up of equipment.

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 30, 2013, 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 sale and data limits of her HughesNet service, 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 November 17, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but she continued to be dissatisfied with her service. **. [redacted] had ordered her service through a third party sales source, [redacted] LLC (**).

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet

access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Consequently, we believe that we have a contractual right to assess these termination and service fees. But, Hughes values **. [redacted]

as a new customer and we wish to retain her business. To that end, Hughes would like to offer the assistance of our advanced technical support, to work with **. [redacted] to hopefully resolve her data usage issues. As an executive courtesy, Hughes issued a $30.00

off 3 month service credit to **. [redacted]’s account, and a service refund in the amount of $246.27, plus $131.00 in tokens on January 7, 2013. Nevertheless, considering her overall experience, Hughes has agreed to waive the early termination fee should **. [redacted] decide to cancel her service.

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,

Office of Executive Support

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

Review: My computer broke in March of 2013 and I have not replaced it. At the time I contacted HughesNet because I wanted to cancel my internet service. I was informed that I would be facing an early cancellation fee since my contract was not up until July 2013. I then asked if there was anything I could do to avoid the large fee. Customer service informed that I could suspend my service pay a reduced monthly fee until my contract date came to avoid the termination charge. Now that the contract date has passed, I have closed my account with HughesNet. However, my final invoice shows not only a termination fee, but a prorated basic service charge for July as well. When I contacted customer service, they have no record of anyone ever telling me to suspend my service rather than cancel it, and that the information I was provided with was incorrect and that suspension does not count towards my contract time frame. When I told them that I had only suspended it at the suggestion of their own customer service I was told that they could do nothing about it. I suggested that they either 1) credit me the full termination fee 2) credit me the reduced monthly fees that I paid during the suspended time because had I been informed correctly from the beginning I would have just cancelled my account then rather than wait an additional 4 months.Desired Settlement: I wish to have the $160.00 termination fee waived.

Business

Response:

August 8, 2013

Review: I used HughesNet as my internet carrier for several years before moving to a new location. I called them at this time to inform them I would be using another company at my new location. I was told by two of their employees that I had to return their modem or be billed twenty five dollars.They said I would be sent a box with return postage and to mail the modem back to them. They said this was the only item I needed to return.Upon receiving the box, a letter was inclosed stating I would also have to return another part located on the roof or pay them two hundred dollars. I contacted them and told them I no longer lived at that location and could not get the part. I told them that their employees had said that I only needed to return the modem and that it was their fault and not mine that the part could not be returned. They admitted their mistake but still withdrew two hundred ten dollares and sixty cents from my bank account on 5/02/14.I contend I should not have to pay this.Desired Settlement: DesiredSettlementID: Refund

The amount in question should either be returned to my account or I should be sent a check.

Business

Response:

July 1, 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 his HughesNet service specifically related to the unreturned equipment fee. Our Executive Customer Care representative reviewed all pertinent database records. Please be advised that our subscriber agreement contains specific language advising our customers “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.” Lease customers’ are required to return the equipment within 45 days to avoid being charged an unreturned fee. Our records indicate **. [redacted] was advised to return the modem, power supply cord, and radio on 02/19/2014 within 45 days to avoid being charged an unreturned equipment fee. As a result of not returning the equipment within 45 days **. [redacted] was charge an unreturned fee of $210.60 on 05/01/2014. In light of the difficulties **. [redacted] experienced with returning his equipment, Hughes issued half of the unreturned cost to the credit card on file in the amount of $105.00. The refund can take up to (2) weeks to process. **. [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, [redacted] Executive Customer Care ###-###-#### [email protected]

Review: Made payment and still no services.Desired Settlement: My service be restarted free of charge.

Business

Response:

October

2, 2013