ViaSat, Inc.

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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
Sincerely,
*** ***
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Complaint: ***
I am rejecting this response because:Viasat has charged my credit card an additional $88, with their customer service department providing no valid reason for the charge? Clearly, Viasat cannot be trusted to not apply additional charges on customer accounts? I will not accept anyone proposal without written confirmation through the Revdex.com that this money will be refunded and no additional charges will take place? Viasat has acted untruthfully and continue to find ways to scam their customers out of additional money? I have documentation verifying the landlord's stipulations against having a satellite dish installed, however, I have no faith that Viasat will hold up their end based on my experience and other complaints posted here
Sincerely,
*** ***

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,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat does not recommend certain gaming 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 may not work well with gaming and VPN applications.? In addition, Section of the Customer Agreement signed by Mr*** on July 20, 2015, clearly states, “Please note the following limitations applicable to the use of the Service:? If you are receiving the Service through a WildBlue Plan, VOIP services may not work.? Live multiplayer games over the Internet may have very poor performance with the Service.? Some multiplayer games may not work at allVirtual Private Network and Remote Computer access may be very slow with the Service.? Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr***’s needs or expectations when it comes to online gamingViaSat also understands that there were some damages done to Mr***’s new home In order to arrive at a resolution ViaSat is willing to let Mr*** out of contract with no early termination feesAlong with that ViaSat has issued a damage claim to the Home Service Provider who installed Mr*** so that there can be a resolution there as well When Mr*** is ready to have the services disconnected he can contact customer care at *** and reference ticket number *** to have the account disconnected with no feesDuring this phone call Mr*** will be read the disclosuresMr*** will be hearing from someone regarding the damages that were done to his home Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response /* (1000, 4, 2015/11/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service department on November 12, to request the
disconnection of his ViaSat accountDuring his conversation with ViaSat's representative, Mr*** was reminded of the early termination fees that would be assessed to his accountAdditionally, Mr*** called ViaSat again on November 13, to request the refund of the charge collected on October 31,
On November 14, ViaSat issued a refund for $to the payment method on file for this chargeMr*** should have received this refund in three to five business daysGiven this information, ViaSat does not believe any further action is required
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2016/01/05) */
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 advised of ViaSat's month minimum service term commitment and early termination
fees should the account be cancelled priorMs*** had the account on a vacation hold and was paying $a month for monthsOnce the months was over the account resumed services back to the original package which is why Ms*** saw the charge of $on December 24, We apologize if Ms*** was not aware of thisAt this time the early termination fees will remain valid once they post to the accountIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Ms*** and she will see that refund back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is the minimum I agreed to, so yes in an essence I am satisfiedI am still greatly disturbed by their customer service and unclear contract fees, especially associated with a move of address I appreciate the Revdex.coms quick response and assistance with a resolution

Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Upon receipt of his complaint we attempted to locate his account with the information provided to no avail. If Mr. [redacted] could please provide us...

with the account number, name or phone number listed on the account ViaSat will be able to resolve the complaint at hand.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon review of Mr***'s account, ViaSat confirmed that he made contact with our customer
service department on August 14, to discuss his account and that he had been being billed for two accounts over the last yearViaSat's customer service representative advised Mr***'s that they would contact the corporate care team to confirm whether or not a refund could be processedThe customer service representative did advise Mr***'s that a refund for the last six months could be issued back to his payment method on fileThe refund of six months was approved as Mr*** previously made contact in March of 2014, but was advised to call back to disconnect and this was never completed
However, on September 1, Mr***'s refund request was denied in errorWe apologize for this confusionMr***'s is owed a refund of $This refund will be issued back to the payment method on file and should be received by Mr***'s in three to five business daysShould he not receive the refund within this time frame, please have him contact customer service at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing *** ***’s rebuttal to our attention ? In the previous reply, *** *** was educated that ViaSat received a call from her on June 30, 2017, at which time she requested a refund for her monthly service fees of $When the ViaSat representative informed her that the charge was valid, *** *** requested to speak to a supervisor and the call was transferred accordingly? During her conversation with a ViaSat supervisor, *** *** informed that she wanted to disconnect the account due to connectivity issues*** *** declined to transition her service plan to one that offered more data when asked, and requested the disconnection of the account effective July 19, When she requested a refund for the previous payment, she was informed again that it was a valid fee and would not be refunded? Yet again, as ViaSat has no record of *** *** making contact to disconnect her account prior to June 21, 2017, ViaSat does not agree to issue *** *** a refund of $for the past two months of services ? Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedOnce an account is disconnected the credits that were applied to the account are cancelled outWe apologize if Ms
*** was not advised of this at the time of disconnectionIn order to arrive at a resolution ViaSat has removed the charge of $from the account and from the collection agencyIf Ms*** receives a letter from EOS Collections she can ignore itThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI feel this is an appropriate action, given the circumstances

Thank you for bringing Ms***’s rebuttal to our attentionViaSat is unable to locate a signed Customer Agreement for Ms***; therefore, as stated in our previous response, ViaSat has agreed to waive the early termination fees from Ms***’s collections balanceAs she was actively using the service, however, ViaSat does not agree to waive the monthly service fee of $She may either pay this through ViaSat directly by contacting our 24-hour Customer Service Department at ###-###-####, or through the collections agencyViaSat did not report the delinquent balance to any credit reporting bureausThank 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 also feel I should be reimbursed for the in over daft fees due to the amount charged caused me to exceed my account.I have requested a return box multiple time please provide me with one so I can return this equipment or an address so I can mail with the bill for the cost of shipping
Sincerely,
*** *** ?

Thank you for bringing Mr. [redacted]’s response to ViaSat’s attention. One of our Corporate Care agents [redacted] reached out to Mr. [redacted] and advised that the refund of $804.13 had been issued and it can take 3-5 business days to show up. [redacted] also placed a call for a technician to come to Mr. [redacted]’s home today May 6, 2016. ViaSat has checked and the last status was that the technician was onsite and completed the job today May 6, 2016 and moved the system from one building to another building on the same property. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any confusion she may have experienced with ViaSat.
The Customer Agreement, signed by Ms. [redacted] on May 30, 2014 and available at exede.com/legal, advised that customers are responsible for returning ViaSat’s...

modem and transceiver (also known as the TRIA) within 30 days after their disconnection. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes. A UPS box with a free return shipping label is delivered to a customer’s home address, or an alternate mailing address of their choosing, within a week after her disconnection, and includes illustrated instructions on what equipment they will need to return.
Our review of Ms. [redacted]’s February 24, 2016 disconnection call shows that she was accurately advised of and agreed to the return policy of ViaSat’s modem and transceiver. During this conversation, Ms. [redacted] requested that the UPS box be shipped to her new location. Unfortunately, the ViaSat representative failed to put this request in properly, and the UPS box was delivered to the address ViaSat has on file for Ms. [redacted]) on February 29, 2016.
Ms. [redacted] contacted ViaSat on March 15, 2016 because she had not received the UPS box to return the equipment. At this time, responding ViaSat representative advised her to contact ViaSat’s Customer Service department for further assistance. ViaSat received a call from Ms. [redacted] on March 23, 2016, at which time a request was escalated to have a second UPS box shipped to her new address ([redacted]). The box was delivered to Ms. [redacted]’s home on March 31, 2016.
On April 1, 2016, ViaSat charged Ms. [redacted] $316.50 in unreturned equipment fees, but the payment failed. On April 18, 2016, the account was sent to outside collections.
Ms. [redacted] called ViaSat on April 28, 2016 regarding the unreturned equipment fee, advising that she’d returned the modem but did not have access to the transceiver. When she requested a service call so a technician could remove the transceiver from her former home, Ms. [redacted] was accurately advised that the service call would be associated with a $95.00 charge and that she would still be required to return the transceiver as the technician would not do so for her. Ms. [redacted] ended the call.
ViaSat received Ms. [redacted]’s modem on April 30, 2016.
ViaSat will agree to waive $158.25 from the collections balance for the return of the leased modem; however, as Ms. [redacted] was advised at the point of disconnection that the transceiver would also need to be returned, ViaSat does not agree to waive the unreturned transceiver balance of $158.25 until it has been returned.
If Ms. [redacted] requires a service call for assistance in removing the transceiver, it will be associated with a $95.00 charge and she will need to be present for the service call. Ms. [redacted] will also be responsible for returning the transceiver on her own; ViaSat can send her another UPS box for the return of this piece. She may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### to order the service call and request a third UPS box with free return shipping label.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/03) */
Thank you for bringing Ms. [redacted]' complaint to our attention. We apologize for any frustration she [redacted] have experienced with ViaSat.
The Customer Agreement provided to each new subscriber, signed by [redacted], the account holder, on June...

25, 2014 and also available at exede.com/legal, 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 term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
Our records show Ms. [redacted] contacted ViaSat on July 29, 2015 to disconnect the account, at which time she requested the waiver of the early termination fees because her father-in-law, who'd resided at the service address, had passed [redacted] At this time, Ms. [redacted] was advised that because her husband's name was on the account and had signed the Customer Agreement, the early termination fees would be valid because he was technically the account holder. ViaSat's Corporate Office received an email from Ms. [redacted] later that day regarding the early termination fees. In response, the corporate representative made the decision to waive Ms. [redacted]' early termination fees in full. The early termination fees were waived in full on July 31, 2015.
We apologize for any frustration Ms. [redacted] have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms. [redacted]' complaint.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The language in the contract is not specific and does not "lend" to extenuating circumstances. The employees I had spoken with were very inconsiderate. That was what led me to file my complaint. I later received a call from an ABSOLUTELY WONDERFUL gentleman who was very understanding of the situation. I am truly thankful for this gentleman's kindness and compassion. My husband and I had taken over several accounts for his ailing father. That is something not done often enough in our society. It would do MANY young people good to out of the blue buy groceries for their parents or pay a utility bill now and then. Several of the bills were necessities and some were luxuries.
Nevertheless, we were paying for the service for my father-in-law's comfort who resided 500 miles away. He was recently diagnosed with stage 4 pancreatic cancer and though doctors said he had months, he passed away within 3 weeks. I realize corporations deal in business. But its the customers that bring the business back.
I thank the kind, courteous, considerate ViaSat gentleman who helped finally resolve the issue and can only say he needs to share his mannerism and customer service etiquette. Thank you again with all my gratitude.
[redacted]

Initial Business Response /* (1000, 12, 2015/12/31) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat's customer service department on September 24, 2015 to discuss the...

connectivity and disconnection of her ViaSat account. During her conversation with ViaSat's representative she was advised of the early termination fees that would apply should she wish to disconnect and Ms. [redacted] disconnected the call before the disconnection could be completed.
On October 1, 2015 Ms. [redacted] made contact again with ViaSat's customer service department to discuss the disconnection of her account. During her conversation with ViaSat's representative, Ms. [redacted] was offered steps to resolve her connectivity issues; however, she declined these offers. She informed the ViaSat representative that she would call back on October 6, 2015 to have the account fully disconnected.
ViaSat did not receive contact from Ms. [redacted] again until December 9, 2015. At the time of this call Ms. [redacted] once again requested the disconnection of her ViaSat account. She was once again advised of the early termination fees that would apply upon disconnection of her account. Ms. [redacted] agreed to these fees and stated she did not want the account disconnected until the payment method on file was updated. As of today, December 31, 2015, Ms. [redacted]'s ViaSat account remains active.
In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to disconnect the account with waiver of the early termination fees effective December 31, 2015. However, ViaSat does not agree to refund all charges collected since installation of ViaSat services. ViaSat will agree to refund the October and November payments of $60.68 for a total refund of $121.36. This refund will be issued to the payment method on file and should be receive in three to five business days.
Ms. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 14, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Data Base Migration

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only one that I will be able to receive. I am not satisfied with the services provided by ViaSat
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This Company did not provide the service they said they were going to provide. I am very displeased with this out come. I have not been a customer more than 3 weeks, and I am still receiving the same issue and I am going to be receiving a reoccurring fee every time a technician comes out. I would like to be out of this scam immediately! 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have already contacted Exede on 08/08/2016 and asked that the service be disconnected. I spoke at that time with both [redacted] (who told me to call Exede) and a customer service rep at Exede as well as a supervisor. I was spoken to in a rude manner by the supervisor and was on hold for over twenty minutes. I have already requested over two phone calls and three people to disconnect the service. I should not need to make another call to disconnect my service. Here is my formal request in writing for the second time through the Revdex.com. Disconnect the service I asked to be disconnected on 08/08/2016. This has already cost me nearly 200 dollars and several hours of my time. I have never signed a contract, nor have I been explained any early termination fee. I will not pay you to have your dish removed from my property after I was originally told I would have free installation and was then charged for it. I am now requesting my installation fee be returned to me as I will need to pay someone to remove the dish from my house. I certainly have received no email from you and have signed nothing electronically  - you don't even have my email address as I have never given it. 1. Cancel my service,2.  send me a box if you want something returned to you 3. and refund my installation fee or send someone out to remove the dish at your own expense.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] rebuttal to our attention.As per Viasat’s last response, Viasat has agreed to waive Ms. [redacted] full early termination fees should she choose to disconnect as well as the first month’s past due balance in the amount of $68.99 as a gesture of goodwill.The Customer Agreement, signed by Mr. [redacted] on January 25, 2018 and available at exede.com/legal, states that all subscribers are responsible for obtaining, maintaining and operating suitable and fully compatible computer equipment, including a wireless router if necessary, required to access the Internet.Viasat does not manufacture wireless routers, nor do we sell them to customers. Routers can be purchased through a Viasat authorized dealer, dependent on availability. Viasat does not refund for the purchasing of additional equipment used in compatibility with Viasat’s services. At this time, Viasat feels that all appropriate action has been taken. If Ms. [redacted] 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.