ViaSat, Inc.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Mr***‘s Exede Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download
and 3Mbps uploads. Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by *** *** on May 25, Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so. On August 6, Mrs*** contacted ViaSat regarding the usage on their accountDuring this conversation, Mrs*** was educated on the usage; however, as she was unsatisfied with the information provided by the ViaSat representative and requested information related to the disconnection of her ViaSat account In response to this complaint, ViaSat escalated Mr***’s account issue internally to make sure his usage meter is working properlyAs of today, August 8, 2017, ViaSat has not found any issues with his usage meterIf Mr***’s continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity If Mr***’s needs any further assistance, he may contact ViaSat’s 24-Hour Customer Service department at ***Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding regarding the billing process for ViaSat's service
The Customer Agreement signed by Mr***'s June 19, authorizes ViaSat to
charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees
Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Mr*** payment method on file for ViaSat's servicesViaSat collected the activation fee of $on June 16, 2015, and $for the monthly servicesOn July 20, ViaSat collected $for the monthly services which included the prorated charges of $as Mr*** upgraded his package from ViaSat 10GB to ViaSat 25GB
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr***, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Mr*** contacted ViaSat's customer service department on July 21, to discuss the data allowance policy, and the process for disconnecting his accountDuring his conversation with ViaSat's customer service representatives, Mr*** was offered options to assist with the data allowance policy; however, Mr*** was adamant about disconnecting his ViaSat account
ViaSat does not agree to refund Mr*** all charges collected from ViaSat's, but as a gesture of good faith ViaSat will refund Mr*** unused services of $The refund of $will be issued to the payment method on file on July 23, and should be received in three to five business daysHowever, ViaSat does not agree to refund for the monthly charge of $collected on June 20, or waiver of the early termination fees
The Customer Agreement states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Ms*** contacted ViaSat on March 4, to disconnect her accountDuring her conversation, the ViaSat representative reviewed the disconnection
disclosures with Ms*** which included the equipment return policy. Ms*** was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it will include return instructions. As ViaSat did not receive the leased transceiver, Ms*** was charged $on April 8, Between April and May 13, Ms*** contacted ViaSat on numerous occasions regarding the charge, and requests to have a technician come retrieve the equipmentThe ViaSat technician did go to Ms***’s home at no charge to assist with the removal of the satellite transceiverTherefore, Ms*** was responsible for returning ViaSat’s modem and transceiver to ViaSat using the *** box and prepaid return label sent to her On May 12, 2017, Ms*** contacted ViaSat stating she had yet to receive the new shipping labels and boxesAs she stated she had not received them, a new request was made and the shipping label was created on May 15, (***) As Ms*** was responsible for returning the leased transceiver within days after disconnection, and ViaSat did not receive it, the charge of $was validAs a gesture of good faith, ViaSat will agree to issue the refund of $to the payment method on fileMs*** should receive the refund within three to five business daysIf she does not, please have her contact ViaSat’s 24-hour Customer Service at ** ***. Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any frustration or confusion this situation may have causedMr*** contacted ViaSat’s customer service department on November 9, as his services were suspendedViaSat’s customer service representative
advised Mr*** that his services were suspended as he had a past due balance of $owedThe ViaSat representative educated Mr*** on how to utilize MyExede.com and walk through the IVR to make a onetime paymentViaSat did not collect a payment from Mr*** until November 19, On January 12, ViaSat received contact from Mr*** regarding the connectivity of his account and to request the disconnection of the accountDuring his conversation with ViaSat’s representative Mr*** was advised that his services were slowed due to utilizing all usage on his monthly service planNevertheless, Mr*** requested the disconnection of his ViaSat account and advised of the early termination feesCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mrs*** on October 26, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityGiven this information and that Mr*** did not advise ViaSat of any issues associated with his account prior to the call on January 12, 2016, ViaSat does not agree to refund Mr*** any charges or waive the applicable early termination fees in their entiretyHowever, as a gesture of good faith, ViaSat will agree to waive half of the early termination fees of approximately $315.00, not including taxesMr*** will be responsible for roughly $157.50, not including taxesThis charge will occur on January 28, Thank you for the opportunity to respond

Initial Business Response /* (1000, 7, 2015/09/09) */
Thank you for bringing Mr***'s complaint to our attention
In response to this complaint, a member of ViaSat's Consumer Affairs Department reached out to Mr*** on September 9, to discuss his concernsDuring this conversation, it
was agreed upon that if Mr*** setup service through an authorized local dealer in his area, ViaSat would honor the promotion of the Liberty GB service plan at $for the first three months of serviceMr*** also agreed to forward the screenshots of the websites he visited for ViaSat's review, and will be calling the Consumer Affairs representative once he has setup an account with ViaSat so the promised credits can be applied
We apologize for any frustration Mr*** *** have experiencedThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any confusion he may have experienced
Our records show the account in question was created on April 16, and installed on April 17, Regarding the account set up, it is ViaSat’s policy to only set up an
account in the person’s name who is requesting serviceA credit check is performed on the customer requesting serviceViaSat had no knowledge that it was not Mr*** requesting serviceWe apologize for any frustration or confusion he may have experienced in regards to this issue
A call from Mr*** was received on June 2, regarding the account, at which time he advised that the contact email address on file was incorrectAs Mr*** was unable to verify that he was authorized to make changes to the account, the ViaSat representative could not move forward with updating the email address and he was asked to call back once he could verify the account
On June 11, 2015, the account was suspended for nonpayment from a failed monthly service fee of $ViaSat attempted to collect on May 20, ViaSat attempted to collect this amount two more times before the account was disconnected for nonpayment on August 11,
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termThe Customer Agreement also advises that subscribers are required to return ViaSat’s modem and transceiver within days after the account disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection
Our records show Mr***’s electronic signature on the Customer Agreement dated April 17,
On August 20, 2015, ViaSat charged Mr*** $for his early termination fees ($299.03), plus the existing balance due ($60.75)This payment failedOn September 20, 2015, ViaSat charged Mr*** $in unreturned equipment feesThis payment also failed, and the balance was added to the existing amount due, creating a total of $This balance due was sent to outside collections on October 5,
ViaSat received a call from Mr*** on February 18, regarding the collections balance, at which time he advised that he had not created the accountThe ViaSat representative attempted to explain ViaSat’s Fraud/Identity Theft process to Mr***; however, Mr*** ended the call before the representative could provide the information
As resolution to this complaint, ViaSat has escalated a request to have Mr***’s account removed from collections with the balance due of $waivedThis request has been escalated as of February 22, Mr*** should be advised that it may take 7-business days for the request to be processed
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:The company admits and proves I have had many contacts with them about poor service (over a years worth). However, in this response they did not mention anything about the sales people lying about what their service could provide for me. They admit that certain games can have poor speeds with their company but did not address the issue of not being able to video stream with out extreme buffering. My case shows that it is not just a matter of slow speeds at certain times but that I CANNOT stream anytime. They have insured me that my equipment is fine so they have not held up to their sales pitch. Their response also did not address the issues of the "run around" from customer service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
They have stated that since the amounts being removed are different, it is not a double chargeThey have access to my account as they are the biller and I have provided documentation of the charges since 7/that have been removed from my husband's account, with reference #'sThe fact remains that we are being billed to each account monthly
Sincerely,
Jeanne Gerhardt Cyrus

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively
impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by *** *** on June 27, Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the areaCustomers are also advised that use of multiple devices with our service may result in slower speedsViaSat does not recommend the use of VPN applications with ViaSat’s serviceCustomers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement signed by *** *** on June 27, 2016, clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.” In order to arrive at a resolution ViaSat is willing to let *** *** out of the contract with no early termination fees; however, there will be no refunds issued as the service was being used*** *** can contact customer care at ###-###-#### when he is ready to disconnect the account and reference ticket number *** and have the disclosures read to himThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms***’s response to our attention As per our previous response, Ms*** ordered her Viasat service through our Online Order Entry functions on November1, and did not contact Viasat’s sales departmentWe apologize for any misinformation Ms*** believes she received as the information about the Unlimited plans is available for our customers to go over when ordering online Also per our previous response, Ms***’s been explained to on numerous occasions that her plan is unlimited and may be prioritized behind other customers who have not exceeded GB’s of once she has exceeded GB’s of data during peak times Once again, Viasat feels that all appropriate information has been given to Ms*** regarding her Unlimited Data Silver service planAs such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her service If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respondTell us why here

Complaint: ***
I am rejecting this response because:I don't have the card anymore that you had on file so you need to mail me the remaining charges then so I can make the remaining paymentThe card you had on file was lost so I got a new card in the mail.
Sincerely,
*** ***

We apologize for this confusionThe payment collected of $has been refunded and a stop payment has been confirmed with our finance department. Mr*** should receive his refund in three to five business daysThank you

Thank you for bringing Ms*** response to our attention. Per Viasat’s previous response, in resolution to Ms*** complaint, Viasat offered Ms*** a free relocation service call in order to properly place the satellite dish as requestedIf Ms*** wanted to take advantage of this offer, she could contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.On July 9, 2018, Ms*** contacted Viasat to schedule the offered relocation service call, and referenced the ticket as requestedA Viasat representative assisted Ms*** with scheduling the service call as well as submitting the request for a credit to be applied to offset the cost of the service call. On July 16, 2018, Ms*** billing generated in the amount of $for monthly services and the cost of the relocation service callWe apologize that the credit was not applied in sufficient time to prevent the billing, and for any inconvenience this may have caused Ms***Viasat was successful in taking the amount due the same day. On July 17, 2018, Ms*** contacted Viasat in regards to her recent billingA Viasat representative assisted Ms*** in submitting a request for a refund of the $that had been incorrectly billedThis request for a refund was processed on July 20, to Ms*** payment method on fileThis refund should be seen within three to five business days. On July 20, 2018, Ms*** contacted Viasat to request an update on her refund requestA Viasat representative advised Ms*** that at the time of contact, the request was still being reviewedMs*** requested a disconnection of her Viasat servicesThe Viasat representative offered Ms*** a free month of service, which Ms*** declinedThe Viasat representative advised Ms*** of the early termination fees that would be assessed should she choose to disconnect her service, and Ms*** chose to accept the previous offer.In light of this complaint, Viasat has conducted a review of Ms*** account for any possible issues with her service as of July 23, At this time, Viasat shows no issues presented with Ms*** service. In resolution to this complaint, Viasat has ensured that the free month of service has been applied to Ms*** account as of July 23, in the amount of $She should see this credit on her next billing. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the following points at the time of sale
We apologize if these points were not communicated to Mr*** at the point of sale.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.The Customer Agreement provided to each new customer, and signed by MsKatrina *** on March 28, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 29, 2018, Mr*** contacted Viasat in regards to his welcome email, which all new customers receive after service is installedHe stated that the email advised him that his service plan price would increase to $after the first three months of service, when he had been advised by his Viasat authorized dealer that the service plan price would be $before taxes and fees with no increasesWe apologize for any misinformation Mr*** might have received, and for any inconvenience it may have caused himThe Viasat representative assisted Mr*** by offering him a credit of $for the next six months, or a waiver of early termination fees should he choose to disconnectMr*** stated that he would contact later with his decision.On March 30, 2018, Mr*** contacted Viasat to request a disconnection of his services due to the misinformation he receivedThe account was successfully disconnected the same day and a request was placed for the waiver of early termination fees, which was successfully processed on March 31, 2018. At this time, Viasat feels that all appropriate actions have been takenMr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at ***Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I agree to have the LIBERTY 18gb #*** *** *** account canceled along with the voipAs of today (2/19/2016) the #*** has not ported overWe will maintain and keep the account with the LIBERTY30gb #*** *** ***, as we have no problems with this dish package as of yet
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:My payments were being declined because the installer used a prepaid debit card of his to set up the account the night before he came to do the installHe said he always did itI was never asked for my debit card at the time of installTherefore was never informed of any of thisAlso I attempted to terminate service at the second month and pay the per month that was to buy out of the contractIn fact I tried that three months in a row and was ignoredAnd I can prove that I attempted to contact installer four times in four months in fact Everytime I was sent another dollar bill and all of my contac t attempts were ignored except for the contact after the company told me his response to my complaint was that I was a liarThat time I contacted him by text like all other times, which I have saved, and asked him what exactly I was lying about cause he used his debit card to set up my account and I had attempted contact several times to find out why I was not told about the service contractHis response that time was- boy you better stop texting me or elseI immediately took snapshots of all the attempts with plans on filling a suit if I could once this was turned to collectionsI will not be intimidated into a contract or forced to pay for something I was not aware ofI would have paid the fifteen dollars a month for the remainder of the contract but was ignored when I asked for it all three times and they continued to bill me the a monthNow I am turned into collections for more than I would haveThis was in fact a bait and switch scamI bought prepaid no contract satellite service through the same installerAnd at the time of install even told him that my plan was to only use it for a couple months so my wife could do her online teachers class and his response was that's fineAnd if I was sent something after the install by email informing me of anything about the contract it was still after the install and after this supposed telling me of all this that never was told to mePoint being he fraudulently sent up my account with his own debit card and never told me any of the stipulations of agreement with that COMPANY
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
ViaSat does not recommend certain VOIP services or the use of Virtual Private Networks (VPN)
applications with ViaSat's service Customers are informed at the time of sale that ViaSat's service *** not work well with gaming, VPN applications, or VOIP services In addition, Section of the Customer Agreement signed by Mr*** on January 30, 2015, clearly states,
"Please note the following limitations applicable to use of the Service: VOIP services *** not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans Real-time or "twitch" online gaming activities *** experience performance degradation over the network, including latency effects VPN applications *** not perform or *** perform poorly and are not recommended."
Mr*** contacted ViaSat on several occasions in February regarding his servicesDuring his conversations with ViaSat's customer service representative, Mr*** was advised that the Vonage services were not recommended with ViaSatMr*** contacted ViaSat's Customer Service Department on February 19, to requested the disconnection of his ViaSat accountDuring his conversation with the ViaSat customer service representative, Mr*** was advised of the early termination fees that would apply should he move forward with the disconnection of his account per the Customer AgreementMr*** ultimately hung up on ViaSat's customer service representative as he did not agree with the early termination fees
Therefore, Mr***'s ViaSat account remained active as he did not agree to the disconnection of his account per the early termination feesSubsequently, ViaSat continued to attempt to collect Mr***'s monthly payments to no availability until August as his account was disconnected due to non-paymentOn September 16, Mr*** once again contacted ViaSat's customer service department to discuss the current balance owedAt that time, Mr*** informed the representative that he was unwilling to return the leased equipment as he was promised a refund of charges collected previously by a third partyHowever, the representative advised Mr*** that the third party did not have authority to advise of a refund owed to him as the fees were not collected by ViaSat, and they are not a direct employee of ViaSat
In order to bring the complaint to resolution, ViaSat will agree to pull Mr***'s account from the collections process upon receipt of the leased equipmentViaSat will agree to send prepaid boxes and labels to his home for returnPlease advise if Mr*** agrees to this resolutionViaSat, however, will not agree to refund the $Mr*** is requesting as this charge was not collected by ViaSat and all other charges collected by ViaSat have been issued back to Mr***
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told in person that Exede (ViaSat) would work with no problems with vonage, It never worked, even after three attempts of their repair people coming outThey are the ones who broke my equipment and when I told them this they told me to call their Sales Manager "Steve Manuser" he said to hire a company to take care of the issues that they caused and they would reimburse meI did what I was told to do by Exedes Sales Manager; if you have a problem with this then you need to take it up with him, but are still responsible for your employees, I sent them the invoice with the proof of the damage that Exede caused to my equipmentI want to be reimbursed for that amountNot only do I want the case pulled from the collection process, I want the bill to be zeroed out, not just pulledI will send back the equipment as I said earlierWhy should I have to pay for a service that never worked, you break my equipment tell me to have some one fix it and send them the bill, which I did and now you say you won't pay
Final Consumer Response /* (4200, 11, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ViaSat broke and or disconnected my equipment when installing their equipment that never worked in the first place how could you invoiceI made several attempts in phone calls to your service department to fix the problems that I already have told you aboutI will attached the invoice proving the damage caused
Final Business Response /* (4000, 13, 2015/10/20) */
ViaSat understands Mr***'s position; however, there are no notes to indicate this conversation with MrManuserAs Mr*** states that MrManuser informed him to hire a company to take of the issues he was experiencing, Mr*** will need to contact MrManuser regarding these chargesViaSat did not collect these fees nor advise to contact an outside company; therefore, we are unwilling to issue a refund for this chargeAll others fees as previously stated have been removed from the collections processThank you

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, and the early termination feesEach of these points are also addressed in the electronic customer agreement signed by Ms*** on January 14, We apologize if Ms*** feels these points were not communicated to her satisfactionIn section of the customer agreement, ViaSat has authorization to collect payments from the payment method on file including service charges, early termination fees, and unreturned equipment feesViaSat offered to send a technician to Ms***'s home to correct the issues she was experiencing; however, Ms*** opted not to have the technician comeViaSat has denied the early termination fee waiver as Ms*** would not allow a technician come to try to correct any issues she may have been experiencingAt this time the early termination fee will remain valid and no refund will be issuedThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like the business's response was incompleteThe reason I did not want a technician to come to my home was because of the experience I had with the first techHe did not arrive in the time that the company set up, and he was there until almost midnight, climbing on my snowy roof in the darkThis safety issue was also not addressed by the businessI do not feel this is acceptable and I do feel that it is a valid excuse for not wanting a tech to come to my home againAt this point, I still strongly feel I am deserving of a refund of the early termination fee
Final Business Response /* (4000, 9, 2015/08/27) */
Thank you for bringing Ms***'s response to ViaSat's attentionViaSat apologizes for the experience Ms*** had with her initial installationViaSat has the ability to reassign technicians and make sales channel changes that the customer can receive a different technicianWhen ViaSat offered Ms*** the option for a technician to come to the home to check on the issue, she declinedAt that time ViaSat advised Ms*** that the early termination fees would be valid if she disconnected the serviceAs for the safety of the technician, each technician is trained extensively to know when and when not to do an installation on a home, had the technician felt that there was any safety concerns he could have opted to reschedule the installationIn order to arrive at a resolution ViaSat is willing to issue a refund for half of the early termination feesA refund of $has been issued back to the payment method today and Ms*** will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/24) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedIt is ViaSat's policy not to refund for unused servicesWe apologize that Ms*** was charged on the same day she
disconnectedIn order to arrive at a resolution ViaSat has issued a refund of $back to Ms*** today June 24, and she will see that within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would understand still charging if I cancelled my service mid billing cycleI cancelled my service on my bill dateNo service was used or offered in the new month I was charged forNot to mention the additional that was just charged againThank you for doing the right thing ans refunding the charge

ViaSat stands behind its previous responseAdditionally as of April 30, 2016, Ms***’ relocation of her ViaSat system was completedGiven the previous credits applied to her account, and that the system has been relocation, ViaSat believes Ms***’ complaint has been resolvedThank you!