Hughes Network Systems

Review: Did not receive services ordered. Tried to cancel was coerced to continue. Now they want a cancellation fee after 6 weeks of unacceptable services.

I ordered unlimited internet I received limited internet I called to cancel and was coerced to continue and was told I could cancel later if I was not satisfied. Upon canceling now they want a cancellation fee.Desired Settlement: Drop the cancellation fee

Business

Response:

December 26, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 15, 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 service and speeds of his 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 July 22, 2013. **. [redacted] contacted our technical

support team on several occasions due to slow internet browsing speeds.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. Section 1.1 of 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 SPEED.”

**. [redacted] decided to leave HughesNet for another Internet service provider. Therefore, Hughes waived **. [redacted] early termination fees, in the amount of $400.00 on December 26, 2013. Hughes also issued a credit of $82.75 for **. [redacted]’s remaining service charges, leaving **. [redacted]’s account with a zero balance. Hughes removed **. [redacted]’s account from

collections, waived the claim, and ceased all collection efforts. While Hughes does use a collection agency,

Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts.

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: I called Hughes Net about Installing Internet Service they told Me that Hughes net owened more satellites than any other company and once connected I would stay connected I asked several times about that because I have had problems with other internet companys not staying connected in this area they assured me once connected I would stay connected so I agreed and signed to a 2 year contract with in the first week I had problems staying connected they would have me unplug the modem to reset it that would work for a little bit and the same problem again I called in 15 to 20 times the first 3 mounths I got the same thing and on the phone with them each time about 1 to 2 hours while they checked out everything I don't have the time for this kind of service So I called and asked to let me out of my contract they told me it would cost me $ 300.00 I told them they were not providing me with a reliable service they promised I told they would get no more money from me so I don't think I should be held to a contract with service that is not reliable or useable I sent back the modem & transmitter they asked for then I recived a bill for $664.32 I don't feel as I owe anything they broke the contract by not providing servicesDesired Settlement: money back for each mounth I paid for services not usable So a Full Is Refund Expected

Business

Response:

July 26, 2013

Review: I have internet and home phonephone service through hugesnet. I have only been a customer since February 2014. Begging June 7 I was having proble** with my internet connection. I called the customer service and went through all of the trouble shooting steps in which fixed my internet problem. But later found out that I was having a problem with my phone service. A caller can call my phone and I can hear them but no one can hear me due to broken voice service. On this day I spent from 1:00 pm till 7:00 pm on and off the phone with customer service trying to run fixes. I was then informed that it would have to go to 2nd level tech support and I would recieve a call back with in 24 hours. This however did not happen. I called hugesnet back monday the 9th to inform them that I did not recieve a call back. I was told that I. Thier notes it shows they attempt to call, yet nothing shows on my caller I.d. the ticket was then to go to 3rd level and I would recieve a call within 1 to 2 days. Again I waited and never received a call. I called customer service again and was told someone had tried to call, again nothing showing on myid. I was then ttransfers to 3rd level and informed that it was my ata router and they would ship one next day. After receiving the ata router we installed it as they directed and still nothing would work. My brother then called on Saturday the 14th that it still was not fixed and went through more trouble shooting. My brother then informed them that after trouble shooting that our internet they found that our internet had a signal error and we needed a tech. I called hugesnet and had to give authorization to have a tech come out to fix it and was in formed that they couldn't have one out till Wednesday the 18th. When I argued about the amount of time I had already waited they transfer me to a manager. A glen Anderson while talking to her she apologized and said she would reschedule if an earlier app. Came open. She also gave me her word that all of my proble** with the phone and the internet would be fixed and running before the tech left my house. The tech came out to fix the internet and got it back running, however he just hooked up the old ata router tried the phone and found it still was not working. So he proceeded to hook up the new router, he stated that it could take up to 30 min. To load and if it did not work there was nothing he clue do. He stated that he does not work on the phones and does not have the ability to fix them. I then called back hugesnet on the 18th to inform them of what I want promised. I was put through more trouble shooting and to no avail my phone still didn't work. I was told that it was most likely a problem with the modem and would recieve a call within 24 hours. Last night my internet stopped working yet again. I called hugesnet again this morning letting them know that I have no internet and that I have yet to recieve a call back for the phone. I asked to speak with a manager and was informed that I was speaking with one. [redacted] told me that I would recieve a call back from tech support but can not give me a time frame. I have 6 case numbers for this problem. This is not all of them as I found out after the 4th time of calling that they change your case # every time. This issue does not seem to have an end and I am lodging a complaint in hopes to get some real help finally.Desired Settlement: I would like to have my contract canceled with them without paying cancellation fees of $460 for internet and $90 for phone service. I feel that hugesnet is in breach of contract by not providing the service's that I am paying for.

Business

Response:

July 8, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and is seeking to cancel without penalty. After further review, **. [redacted] has contacted our technical support on several occasions in regards to having issues with her phone service and internet service. In light of the issues **. [redacted] experienced with her service; Hughes has cancelled the account and waived the early termination fee. The equipment needs to be shipped back within 45 days after cancellation to avoid being charged an unreturned equipment fee. A box will be shipped to **. [redacted] in (5) to (7) business days after cancellation. We notified **. [redacted] of our decision on 07/08/2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

Consumer

Response:

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

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

Regards, **

Review: I called Hughes Net in 12-11 and canceled my internet service since I no longer had a computer. In July 2012 I was billed on my credit card for Hughes Net again. I called them again and they said the service had not canceled but suspended for 6 months. I again told them I wanted to cancel the service. They then began transferring me to department after department and putting me on hold until after an hour of this treatment I hung up. I then reported them to my credit card company as a disputed charge and they told me they would handle it. They continued to bill my credit card each month until 3-13 when my daughter called them about canceling and getting a refund for the charges. (She has power of attorney for me and I gave her permission to take care of this problem for me.) She spent 2 1/2 hours on the phone with them getting them to cancel the service and trying to get credit for the charges since July 2012 to March 2013. They gave me credit to my credit card for $236.05 even though I requested credit for the whole amount $425.79. She told them I was not satisfied with this amount and that we would be filling a complaint we you. I have asked others about their service with Hughes Net and they all had the same problems with them. My credit card company also was given the run a round when they called.Desired Settlement: I would like the rest of my bill refunded to my credit card ($189.74). Also I would like to warn others about this company so they would not have to go through the same ordeal I did.

Business

Response:

April 19, 2013

Review: I have internet service from the company at my ranch which has no phone service at the location. It is not in an area with service available, and that is why I got hughes net service there. It did take the installation company mulitple attempts to find someone to finally install my service. The modem stopped working a month ago. I received another modem, and now it will not connect to the satellite, either by being defective itself, or by the outside equipment not working. When I called up customer service they were no help, telling me that I have to call from the service location. I informed them that phone service is not available there. I was then told that there was nothing they could do except have me pay for a service person to come out, which I will have to pay from the time they leave their work. I told them I was not going to pay for a technician to repair their defective equipment. When asked where the custer service personnel on the phone were located I was told the Phillippines. I asked to speak to a manager and was told that there was no management there, and there was no management to speak to. The person on the phone told me that the only person that I could talk to was her, and there was no one else she could forward me to. I asked multiple times to speak to someone in the United Stated, and was told that there was no one in the United States that was with customer service, and no one in the United States that could help me in this matter.Desired Settlement: Either get some one out to the ranch to fix and replace faulty equipment, or to terminate the rest of the contract on your end since you can't provide the service as promised. I only use the service approximately one week a month when I am at the ranch. The rest of the time it is unplugged and unused. It is hard to believe that the equipment would fail after less than 3 months of total use, unless you really have that faulty of equipment. It also took your installion company 3 attempts to find a person to install the satellite initially. As I was told by the installation tech, that no one wants to come out that far to install the equipment, since you only pay per installation, and that when you have an install that far away from anywhere, it makes it too hard to make money on their end. If you can't provide a service to an area, don't advertise that you can. I would like a call from the company letting me know what they plan to do with their service, preferable by someone that lives in the United States. I guess that may be hard, as according to their customer service in the Phillippines they don't have people that work for the company in the United States.

Business

Response:

October

1, 2013

Review: I upgraded my internet service from G3 to G4. Hughesnet,com did not close the G3 account, they have billed me for both accounts for 2+ months. I have contacted them 6 times, I was told the G3 account was closed, then I was told the charges was for early termination of service June 16, I am still an active customer so that charge was waived June 18, but then they debited my bank account for that fee anyway. The amount of $175 was promised to be returned to my account July 16, it was not. Then on July 16 $49 was debited. Then checking my bank account July 22, I discover $66 has been debited. I contacted Hugesnet again, the Supervisor of the Brownsville office (Eric) handled my case he issued another case number [redacted]. The credited amount was listed on the closed account. After being placed on hold several times he assured me the $175 and the $49 would be refunded to my bank account but it could take up to 10 business days. My question is why so long since it's electronic, and why did it go to a closed account, and why 2 separate refunds. This has caused me to have several NSF charges and transportation hardships to attending my VA Medical Appointments.Desired Settlement: That Hughesnet.com would promptly refund unauthorized withdrawals back to my checking account, and not expect me to suffer any more hardships due to their ERRORS

Business

Response:

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

April 16, 2013

Review: Ordered Internet service, based on information provided by customer service rep and the web page. Promising me (and family) that we would have faster dial up, and could run watch videos, [redacted], check email, go on facebook, and search the internet. I was never told the amount of "data" on the plan was split between daytime use and use between 2AM-6AM (who is on line in the middle of the night, not myself or 3 kids). the first month (of the trial period, 30 days to evaluate) went great. we were able to utilize the interent on our smart phones, ipad and lap tops. no issues with slow service or "no service". 2nd month, we ran out of data allowance with in 2 weeks. Much to my confusion and concern. we did not change any of our habits, have our wireless router coded (so no one else can use it). how could we run out. customer service then explained that I could get more data with "tokens" and I had some available. they then "gave" me token data. NEVER TOLD ME THAT THERE WAS A FEE FOR EACH TOKEN, JUST THAT I HAD SOME AVAILABLE. Month 3 ran out of data in less than 10 days, and again was told that we must be running to much. I TURNED OFF OUR WIRELESS PRINTER, STOPPED USING THE DESK TOP AND THE LAP TOP, KIDS STARTED USING DATA FOR CELL PHONE CARRIER AT THE END OF THE 2ND MONTH TO HELP CONTROL THE USAGE. Again customer service said that they could only "up" my play for an additional fee. that was the only solution. NEVER WAS I TOLD DURING THE INITAL CALL THAT THE DATA "RUNS OUT" AND THE DATA AMOUNT QUOTED IS SPLIT BETWEEN DAY AND MIDDLE OF THE NIGHT USAGE. THEY OFFER NO SOLUTIONS AS TO WHY WE RUN OUT (WE DONT GAME IN OUR HOUSE). THEY SAID BASED ON WHAT WE USED INTERENT FOR THE "BASIC PLAN" WAS SUITABLE. NOTI want out of my contract, they say there is a "early termination" fee. BUT I am NOT getting what they promised me, and that is a deal breaker.Please helpDesired Settlement: I want to cancel my service with no "early termination" feeI am not getting what they promised!

Business

Response:

September 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service and would like to cancel without penalty. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, Hughes has added (10) tokens to the account. Please be advised 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 the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In light of the issues [redacted] had with our service; Hughes can waive half of the early termination fee. [redacted] would need to contact me with her preferred cancellation date. The equipment needs to be shipped back within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] would need to contact me directly with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]

Review: I do not have Hughenet. I have not had Hughesnet service since November 2013. After three weeks of calling about no service a technician was finally sent out. The technician could not get a signal for Hughesnet and took the equipment with him. I have been billed $255.73 for something I do not have with a threatening letter stating that I run the risk of having my Hughesnet service discontinued if I don't pay it. I DO NOT HAVE HUGHESNET. I paid a bill in December because I thought that it was for the technician even though he didn't hook up service. I did not have service then and I do not have Hughesnet service now. Everytime I call the number on the letter I get a different country and tonight a person in Mexico told me...get a hold of the technician and get the equipment back and send it to Hughesnet. This is just insane. Last time I called it was a person in Panama. Does this company even exist??Desired Settlement: Hughesnet will drop this matter before I take them to court for fraudulent practices.

Business

Response:

May 15, 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. Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, in light of the issues **. [redacted] experience with our service; Hughes has waived the remaining disputed early termination fee of $255.73. The amount due is $0.00. **. [redacted] needs to ship back his equipment within 45 days of the cancelation date to avoid being charged an unreturned equipment fee. **. [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]r Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I appreciate the fact that Hughes is not holding me responsible for a termination of service fee for service that was not available from them at my location! However, the fact that they seem to be missing here is that the technician took the equipment (modem) with him as I stated in my numerous attempts to call Hughes and as I stated in my complaint to the Revdex.com. There should be no threats being made by Hughes to charge an unreturned equipment fee on equipment that was never installed and was not left at my residence by their contracted technician, just as there should have been no termination of service fee for service that was not available. Thank you, **. [redacted]

Business

Response:

May 21, 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. After further review, we have verified the technician did take the equipment back with him. Therefore, the unreturned equipment fee doesn’t apply. **. [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]r 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,

Im not trying to go against the Revdex.com but I ask that u reevaluate this company because they are not Honest,they false advertise ,they over charge u taking from you w/out permission to do so if you go to their website or to Corporateofficeowl.com you will see what iam writing about.I couldnt find one positive review.I will have to say they have a coup[le representatives that care and fix their issues.I have been with them since Aug and haev only had issue after issue from billing to service!They are the only providers in my area so im stucj!!! Thanks I feel M[redacted] helped me w/muy concerns and depending on how the phone call w/corporat\te goes I mighty b back to update this!!

Review: When the dealings were first going on with Hughes Net, we explained our rental situation and that a one year contract was all that we could commit to fulfilling. They agreed. They told us we could do a one year contract, not pay for the installation of the dish, and after the year go on a month to month plan. They then proceeded, when a year was close January 8th, to tell us we would have an early termination fee if we stopped our service. We called on March 5th and got that same information. On March 7th my spouse called and the gentlemen told her there was no 2 year contract, that the one year contract was up, and there would be no termination fee. I have tried calling the department that handles terminations of services. I had called several times but, do to their customer service being overseas, I have been unsucessful in my attempts. I did reach a representative through a chat online who assured me that someone would call me back in a few days. I have not recieved a call and it has been almost a week. I called today and recieved word that my services were terminated. The fee that was charged to my account for April's service (73.54) would be applied to an early termination fee. Again, I dispute the fact that I had a two year contract. I asked for the contract that I signed to be sent to me in the mail and I was informed that this was impossible. I was informed that my bank account was charged 185.95 to make up for a $250.00 early termination fee. Just as a side note: 73.54 plus 185.95 = 259.49 ($9.49 over $250)Desired Settlement: The funds should be turned to my bank account. There should be no further actions necessary. I completed the one year contract as agreed upon back in 2012. I paid regulary for one years service. I do not owe a termination fee nor a fee for April.

Business

Response:

April 25, 2010

Review: Attempted to reconnect service to my new home by contacting HughesNet, and made aware that there would be a fee for reconnection. Subcontractor for installation contacted me in order to arrange installation, and was offered a deal where if I upgraded my service the reconnection fee would be waived. When install technician called the morning of the appointment, that changed and I would be charged the $200+ reconnection fee plus the upgrade fee, which I declined. After 2 weeks of going back and forth between HughesNet and the subcontractor, HughesNet finally agreed to be responsible for the subcontractor and refund any amount charged by the install technician. A new installation date was arranged, and the morning the install technician was to come out he called and was told that he was not permitted to mount the dish on the side of my house because I had siding, and was not allowed to mount the dish on the roof because of the height of the 2-story. A pole-mount in the yard could not be done since my house is new construction. At this point I was a month without internet because of HughesNet's lack of control of their subcontractors and failure to gather the proper information to allow installation. Considering the amount of time I had to spend calling 3 different companies (HughesNet, the distributor, and the installation company), I did not want to be in business with a company that could not uphold their end of the contract to provide me with internet service. Although my contract had not met the 2-year minimum prior to cancellation, causing a $265 bill, since HughesNet did not honor the contract to provide internet service I will not pay this fee. I spent hours and hours a day during this time trying to resolve the issue with much resistance. It was multiply difficult because during this time I am also on my maternity leave with a small infant to care for, and needing to be able to work from home for a period of time, which I was not able to do because of this mess.Desired Settlement: Cancellation of fees billed

Business

Response:

April 9, 2013

Review: The company was given a card to charge at time of installation for 39.99- installation was cancelled and 3 weeks later hughesnet debited 337.00 from accountDesired Settlement: Put money back in account immediately- I did not sign for any installation

Business

Response:

July 10, 2013

Review: I cancelled my hughesnet service at the end of January 2014. I was told that I would need to remove equipment from the satellite dish, which seemed dangerous but I was told it was my responsibility so I complied with. I furnished Hughesnet with my new address and was told that they would send me a shipping box to return said equipment. The box did not arrive but was sent to my previous address. I called to again change my address. This process has continued for 12 phone calls. I have yet to receive the box to ship the equipment and I refuse to pay to send it myself. It seems that shipping to a correct address should be something any competent business would be capable. I have been given a myriad of excuses, the latest person stating "that's weird, we have the right address but there is no tracking number from [redacted] so they must have lost it". My account has now been sent to a collection agency. I am receiving rude and harassing phone calls over a bill that I do not owe. The collection agency called my senior parents. I have been told that Hughesnet would contact the collection agency but the calls keep coming. This issue began last wednesday so I have not been letting it slide.Desired Settlement: I need Hughesnet to contact the collection agency and make any necessary reparations to my credit. I still have their equipment which I don't mind sending back but will need the box to do so.

Business

Response:

August 15, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns about her account and is seeking a box to return the equipment. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted]. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. After further review, we have record that the box was received for the return of [redacted]’s equipment on 07/30/2014. Once the returned equipment is received; a credit of $210.00 will be applied to the account. 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 attempted to leave [redacted] a message informing her of our decision on 08/15/2014. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support [redacted] [email protected]

Review: I have been lied to MULTIPLE times but this company. I called and got a quote from this company and decided to go with it as I was told that I would be able to stream multiple things as I stated that I would be streaming lots of Netflix movies due to not having cable at the time and was told that it would be perfect for that the package plan that I had received upon that I was told what the bill was going to be and the bill was higher and high not one month it was constant. So I called back as I did not get the quality streaming I had been promised and to discuss my bill as there is no easy way to log onto their online system to review the account. Come to find out that the person I had spoken to first did not mention the other charges that were then applied to my account. I was never reimbursed and was told to upgrade my account as the package was wrong. I upgraded my account and guess what?! It did not fix the problem. Called back and told them to cancel the account and was then CHARGED by Hughesnet a bogus charge while waiting for the final bill. I do not feel like I should owe anything in terminating the contract because I was LIED to to begin with. I went into this contract without the proper disclosures of what would be happening. Customer service is absolutely no help at all as they make it out to you are the bad guy and you have done something wrong.Desired Settlement: I want my disconnect fees to not be applicable. I have no problem paying for any service used in cancelling this account but I should not be punished for cancelling a commitment that was completely a lie to begin with. I should not be charged for services that have not been used since June which I have been. This is beyond ridiculous I will also send back all equipment which I am waiting for the box this needs to be closed out and resolved.

Business

Response:

August 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on March 15, 2014. On July 29, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $355.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a total credit of $224.21 to his account representing half of the early termination fee and a credit for the months charged of having zone alarm, pc essentials, and express repair. [redacted] will also receive a return kit so that he can return his leased equipment without having to pay for the cost of shipping the equipment back. 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: HughesNet overcharged me $40 per month for the last 5 months and will not refund my money.

My account number is [redacted]. I have been receiving services from HughesNet since 7/12/12. My bill was supposed to be no more than $60 per month. I have been overcharged every month since I signed up by $40 - bills are consistenly $98.13 per month just for internet. I called in October 2012 to complain and was told it would be fixed. I have called every month since January of 2013 and they always say they will fix it, but REFUSE to give me my money back or take it off the next bill. They take the money directly off my [redacted] charge card.Desired Settlement: I would like $38.19 times 4 for the months I have been overcharged which comes to $152.76.

Business

Response:

April 1, 2013

Review: I called to set up service. I was told by the sales representative that this service was perfect for my work internet situation. I assumed they were being honest in the sales pitch. Come to find out the service was anything but what they described. I also read (after the fact) several disparaging comments from other unsatisfied ustomers experiencing the same issues. On the date of the install, an unidentified truck showed up with a man and a small child. The man identified himself as the installer. He asked if we would mind if his daughter came in the house if she needed to use the restroom?? He then put the dish in a spot that he said would give the best signal. It was in an awful looking place, and placed on a temporary structure, not the house. He told us upon his exit, that the Internet service would be slow for a few days until it finished downloading?? The system didnt get faster. In fact it would time out all the time. I called Hughesnte and discussed my dissatisfaction with the performance, and also asked to have the dish moved to a permanant structure on our property. They did some diagnostics over the phone and claimed the system was fine. Again, not even listening that it wasnt working properly. They also then told me if I wanted the dish moved there would be a charge! After going around and around listening to the semantics, I scheduled to have the installer come back at my expense. When he came here, he realized that the radio that was insatlled was not working properly. He couldnt get a signal and it would turn on and off intermitantly. He didnt have one to replace it on his truck. He made an appointment with me for the following weekend to replace it. He came out and replaced it. He still couldn't get it to work properly. Then he needs to replace the modem. Keep in mind, all of this is their faulty equipment. He sends out another installer a few days later with the new modem. He goes on the roof and determines that the previous installer had the dish aiming in the complete wrong direction. All of which they claim to be keeping notes of for the customer service people at Hughesnet. Finally, after the replacement of all of their equipment, and the dish readjustment the sytem works. The installer goes in the house pulls up our account and shows usage already used in the amount of over 50%! He laughs and says, that's not right. It's impossible for you to have usage when the system hasn't even worked. He tells me to call Hughes net and explain. He claims they should credit me. According to the young man on the phone, I would get a credit e-mail. In fact I receive to e-mail charges instead. He does however manage to refill my usage. We use the internet a few times over the next 3 days. The system resets itself with new usage for the month of November. From the five days it has been working, we went away for three days over the holiday. No one was in our house, no devices were on. I come home and the usage is less than half already. I call and they tell me they want to do yet another test. I have had it. I have have made tens of calls, had so many service people come out for their faulty equipment, and to top it off it is not the service promised. It is not faster, and it is certainly not cheaper or more convenient. My contract says I can cancel without penalty within 30 days of the install. I called to cancel, and they claim because it is 37 past the install that I have to endure 2 years of early termination fees. I stated multiple times, it has only really worked for a week! It is not my fault that your equipment never worked from the date of your install!! It what like talking to a wall. The girl actually tried to sell me more stuff after I vented my frustrations? Are you kidding me? After all I have been through with this company, they want to stick it to me again because on paper the install date was a few days over thirty days completely avoiding the fact that it never worked as if it was my fault they put in faulty equipment. Meanwhile, I am still paying my other internet provider so I could have internet the entire month Hughesnet screwed around trying to get their stuff to work? Now that I am fed up and want it out, they want to charge me more??Desired Settlement: I very simply want to cancel my poor service. I do not want to have to pay ANYTHING in early termination charges. I want a refund of all charges that I have incurred.

Business

Response:

December 11, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **.

[redacted]’s service was activated on October 26, 2013. On December 11, 2013, **. [redacted]’s account was cancelled. As a

result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $400.00 to her account representing the early termination fee. The account will also be credited and refunded in the amount of $48.36.

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,

Review: After talking with customer service , I was informed that the internet service they supply to there customers would slow down at peak times ,

After talking with customer service , I was informed that the internet service they supply to there customers would slow down at peak times ,it is so slow it can't be used when I need the service , so ,.. i'm paying for a monthly internet provider that I can not use , I just want out on my contract , we have a two year contract and i'm only a few months into it.Desired Settlement: I would just like to get out of my 2 years contract , with no termanation fees

Business

Response:

October 8,

2013

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 October 3, 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 concerns regarding his

account.

Our

Executive Customer Care representative reviewed all pertinent database records

prior to establishing contact with **. [redacted]. We sincerely apologize for any inconveniences

that have been caused to **. [redacted] during this time. As an executive courtesy, Hughes is

continuing to monitor **. [redacted]’s service over the next couple days. Should **. [redacted] decide to cancel his

service, Hughes has agreed to waive $100 off of the ETF to make the ETF $270.

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

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

v

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 customer service rep. that called was not helpful at all , he told me

that there service was not guaranteed , he said that the speed of the service

was not guaranteed at any certain time and that when there was more traffic on the network it would be slower ,

slower would be ok, but during prime times (when I use there service) from

approximately 6:00 pm to 10:00 pm it is so bad it's not usable , all I want is

to get Hughes net to release me from the reminder of my 2 year contract without

me paying the early termanation fee, I think that is reasonable for me to ask

out of a contract when the service the company is providing does not work during

the times that I need it to work . I just would like to get out of the reminder of the cotract without early termanation fees . so I can find a provider that will work for me . I do not think this is unresonable

Review: I signed up for services with this provider in October of 2013 I believe. I was told when I first signed up for service that I was paying for speed of the internet not a limited amount. Until I was with the company for 2 months and then "ran out" of internet all of a sudden. It's only my 2 year old son and I and we hadn't changed our internet usage during that time, so I called when it was wasn't working and was informed at that time that it was a limited internet package that I had agreed to, which I had not. They assured me that I had plenty of internet service and that I should not run out. After another month of that, now December, I continued to "run out" of internet. So I called again and they said that I had used all of my internet again. They gave me some bonus internet to use and temporarily fixed the problem and assured me that my contract was out in March. At this point I started to review my paper invoice with much detail and noticed charges I hadn't noticed before. Prior to this they were charging me whatever they wanted to the day the bill "generated" without telling me that amount first. So I called and switched to paper invoice. On the very first paper invoice I received I noticed a charge for "express repair" as well as an "invoice charge". I called and they complained saying that I didn't want the "express repair" I told them that when I first signed up for service. They said they wouldn't charge me any further, I complained and requested they refund it for the entire time I had it. The rep then said that they couldn't refund it, after complaining over and over for about an hour, the rep finally agreed to credit my account about $9.96, not even the entire charge of the fee for that month alone. I was not happy at all, seeing as how they secretively charged me that fee for a couple months prior to that. I also complained about the way they billed. They force you to pay whatever they want to charge if you do paperless billing or be charged $5.00/mo for an invoice to be printed and mailed, explaining the charges. Also while on the phone they failed to inform me that my contract was out in March of 2015, not March of 2014, like they made it seem. I threatened to cancel my service and they again gave me more internet, temporarily. I had trouble again this month, so again I called. Once again I was informed that my internet, specifically my [redacted] that I had just signed up for the day before apparently used all my internet up. I asked how that was even possible, they just kept asking if I monitored my usage online, instead of addressing the issue at hand. They continued to try to blame me for using too much internet. I and my son are both gone from 6:30am until 6:30 pm and there is no way that we use up that much internet during the 3 hours we are home in the evenings. I am being told every time I call that I will be charged more than $300 to cancel my services! This is NOT what I signed up for and I think they are lying about my usage. I have asked numerous people as well as researched the company online. There are absolutely NO good reviews online for this company. I am simply asking they company to be fair about the product that they offered when I first signed up for services or allow me to get out of my contract without a fee and move to a provider that does business in a professional manner and abides by their contract. This company is not fair, they are a SCAM! They are using everyone that has service with them. It is not fair to be continuously forced to upgrade the package for more money and still not even have enough internet to watch [redacted] or browse the web the couple hours a week that we do.Desired Settlement: I am requesting that I am charged the original amount of my contract, be able to now cancel the service and be refunded the money that they charged me extra for all the additional internet that they are requiring me to purchase. I am also asking to cancel my contract without being charged a cancellation fee. This company SHOULD NOT be in business. I am sure that the Revdex.com has had many complaints about this business already and it wouldn't surprise me if there were a lawsuit happening soon, if not already.

Business

Response:

February 20, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

It is our understanding that **. [redacted] has some concerns regarding her service.

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. Hughes is unable to revise the Fair Access Policy due to shared bandwidth.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, we have applied tokens to **. [redacted]’s account.

We have also review **. [redacted]’s fluctuations in bill cycle which is due to the adding and removing specific plans such as the express repair and invoice fee. Unfortunately we are unable to cancel the account without penalty. However, we have added a discount of $30.00 off for (6) months to the account.

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,

Executive Customer Support

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

[email protected]

Review: A year ago, 10-11-12, Hughes installed a satellite on my roof, connected an inside modem, and guaranteed me that I would have the fastest speed available for internet. A week later, I cancelled the service because they could not deliver the service they promised. In fact, when I called several times, they admitted that they could not do any better. On October 25, 2012, I recieved a confirmation that they had cancelled the service ([redacted]-confirmation number) and they would send me a box to return their property. I told them that I had no way of returning the radio part on the roof.I told them that they had my permission to come and get it; I would return the part that was inside. I did.

A year later they are billing me for $218.50. It is for the part that is still on top of my house. I did not agree to return an item on the top of my roof. As previously stated, I did give them permission to remove what they placed on my roof. It is a problem for me because I have another satellite in that same area. It is probably too much weight on my roof as it is.

I don't think that I should have to pay for the removal of a product that didn't work. I paid them $61.72, and I got no service or refund.Desired Settlement: I want them to remove the entire satellite and stop billing me for $218.50.

Business

Response:

December 4, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account.

Our Executive Customer Support reviewed all pertinent database records. In light of the difficulties **. [redacted] experience with returning her equipment; we have issued a credit for **. [redacted]’s unreturned radio in the amount of $218.50; bringing the amount due to $0.00.

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