Wave2Net, LLC

From:? Wave2Net AccountsDate: Thu, May 19, at 3:PM? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 5/19/16? In response to complaint # [redacted] , I offer the following information:? It has been determined, through a service call on 5/18/16, that we can no longer provide our 4th generation wireless service to [redacted] ***The service call and equipment pick up were not billed to [redacted] and his prepaid service from 5/will be refunded to him after business days and his contract voided as of 5/19/16.? We did offer our Sky Satellite service as well as our 3rd generation service, which [redacted] has declined.? We find that this complaint has been resolved at this time.? Sincerely,Kathy G [redacted] Wave2Net

Dear [redacted] , In response to complaint# [redacted] , I offer the following information; **and [redacted] have been a valued customer since **and [redacted] requested an upgrade in December of and signed a one year contract on 12/2/The upgrade was completed on 12/10/During the time of December 10, and May 18, 2016, we have not had any issues or complaints from **or [redacted] ***May 18, - The customer called and was upset that the service was not working correctly and their speeds were slowWe scheduled a Service Call for the next day, 5/19/May 19, - Service call to check cables and check speedsSpeed test conducted by Wave2Net technician using customer’s ipad, connected wirelessly to the routerResults - 4.5/Test repeated with technician’s laptop 10+ times using different speed test servers with results averaging 5.2/Repeated test with short cable outside at radio 5+ times with the same resultsAfter all speed tests were run the technician checked the customer’s device and connectivity results were 5.1/June 1, – Technical Support called customer and his speed tests were 4.5-mbpsCustomer said service was ok and he did not have time to troubleshoot with technical SupportJune 2, – Technical Support again called the customer and the customer stated that the service was working wellJune 6, – 9:AM- Customer and his wife came into the office and asked to speak with the owner, who was not in the office at that timeThey demanded that the office manager contact the owner and have him come into the office to meet with themThe office manager explained that she could not comply with their request but would be happy to leave a message for the owner, when he returnedThe customer then complained about flux in speeds and that they wanted out of the contractThey threatened that if they were not let out of the contract they would blast Wave2Net all over social mediaOur call logs do show a call to this customer at 5:42PM on June 6, which lasted over minuteA second call was placed to this same customer at 6:PM on the same date and a voicemail message was leftWe do not purposefully hang up on our customersWe are always willing to assistWe continue to recommend that this customer address their internal network and our Technical Support Department has tried to troubleshoot with the customer, but the customer refused our offer** [redacted] left a message on June 6th at 6:38, stating he was returning the owners callJune 9, – The owner spoke with the customers, who are requesting cancellation of their contract due to Wave2Net not being able to provide service to themWe have confirmed that we can and are providing service and their request is deniedService and billing will continueOur offer to troubleshoot with this customer to determine the root of their problem still standsRespectfully, Kathy G [redacted] Wave2Net Customer Billing & Accounting Clerk

From: Wave2Net Accounts Date: Wed, Dec 23, at 1:PMSubject: Reference ID# [redacted] To: [redacted] @myRevdex.com.orgDear [redacted] ,? In response to the above referenced complaint, I offer the following information.As with all wireless internet providers, we strive to provide the best service possible to our customersThis is clearly stated in our contract Sections and 5.2, signed by [redacted] November 10, ? ? Warranties.? ? ? Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or on the overall performance and configuration of your computer? ? WAVE2NET DOES NOT WARRANT THE SPEED OF ITS INTERNET SERVICE OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE; NOR DOES WAVE2NET MAKE ANY WARRANTY AS TO THE RESULTS TO BE OBTAINED FROM USE OF THE SERVICETHE SERVICE IS PROVIDED ON AN "AS IS" BASIS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KINDSPECIFICALLY, THERE IS NO EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSEWAVE2NET, ITS EMPLOYEES, AFFILIATES, INDEPENDENT CONTRACTORS, SUBCONTRACTORS AND ASSIGNS SHALL NOT BE RESPONSIBLE FOR LOST, STOLEN, OR DAMAGED SOFTWARE, HARDWARE OR DATAIT IS YOUR RESPONSIBILITY TO BACK UP ANY AND ALL DATA AND SOFTWARE.Per our contract and Term of Service, there is a termination process and procedure to end a contractWe do require that the contract be fulfilled by the terms of the contract under Section 4.5;? ? ? ? ? ? ? ? ? ? ? ? ? ? ? If you terminate this Agreement during the initial month term for any reason not listed above, or if Wave2Net terminates this Agreement, then you shall pay a Service Termination Fee of ? the monthly subscription fee multiplied by the number of months remaining in the initial term.I confirmed with our Tech Support that [redacted] did call with a problem in SeptemberWe have not heard from him since thenWe do suggest that, if he does have additional issues, he contact Tech SupportThey are available days a week from 9AM to 6PMSomeone there will be able to address any issue he may be reportingAs far as [redacted] requesting a refund of the $299.00, that was a nonrefundable Lease of Equipment, Lifetime Plan feeIt is a onetime fee that a customer pays and then they no longer are billed for their equipment lease on their monthly bill[redacted] ’s contract does not expire until 11/10/and he is paid up through 2/1/16.We consider him a valued customerI hope this information will resolve this issueI’m sorry we did not respond sooner, but we actually did not receive this complaint until 12/11/15.Thank you,Kathy G [redacted] Wave2NetCustomer Billing and Accounting Clerk?

From: Wave2Net AccountsDate: Thu, Jun 2, at 3:PMBetter Business Bureau Reference # [redacted] Date 6/1/Dear [redacted] , In response to the above referenced complaint, I offer the following information; In regards to invoices: On Invoice # ***, this customer paid a #fee for a Site SurveyThis survey determines if the customer has access to a direct line of sight to one of our towersThe second invoice sent was the customer’s installation invoice #*** This was billed at $A $CREDIT, for the first month of service, was applied to this invoiceThe customer paid $for their installationThe third invoice sent was for $billed on Invoice # *** This was a pro-rated bill to maintain consistency in service dates(Service period 5/19/through 7/1/16) and had absolutely nothing to do with service disruption or early terminationTheir fourth Invoice # [redacted] was for one month of service totaling $This invoice had a courtesy CREDIT of one week’s service ($20.72) appliedThis left a balance of $for the customer to pay and will process on June 5, Their fifth and most recent invoice was for a warranty service call Invoice # [redacted] in the amount of $ This invoice was credited in its entirety and no payment is due from the customerIn regards to the contract and guaranteed speed I offer the following: When [redacted] came to the office to sign her contract and pay for their installation, she was asked to read and initial all pagesAll the pages of their contract are initialed and the contract is signed and dated Our contract states in Section 5-1; “Actual speeds vary based on amount of traffic on the internet, content on a particular website, or the overall performance and configuration of your computer.” It also states in Section 5-2; “WAVE2NET DOES NOT WARRANT THE SPEED OF ITS INTERNET SERVICE OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE; NOR DOES WAVE2NET MAKE ANY WARRANTY AS TO THE RESULTS TO BE OBTAINED FROM THE USE OF THE SERVICETHE SERVICE IS PROVIDED ON AN “AS IS” BASIS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KINDSPECIFICALLY, THERE IS NO EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSEIn regards to contact with the customer, I offer the following: We have documented every call to or from these customers All of their calls have been returned in a timely manner They have had internet service When we called [redacted] , for her Customer Feedback survey, she stated: “The service was working much better and her husband could game nowShe was pleased with the service and the credit given.” To conclude the information: The customer has signed a two year contractWe are aware that there was an issue but we have addressed them in a timely fashion Our technicians are at the [redacted] s residence today, to install a special ordered piece of equipment that had been on backorder We work diligently to address any issues and to keep our customers informed at all times Sincerely,Kathy G [redacted] Wave2Net

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: My opinion and experience with Wave2net has been terribleWriting responses back and forth is pointlessObviously, they are not changing their response to our plead to no longer do business with themI feel they do not care about resolving our poor internet service and just keep stating what their contract states....that they don't guarantee ANYTHINGI feel nothing was accomplished by this actionThey never even made a suggestion to possibly improve our service or give us a credit or anything! It's like they are taking this personally and not running it like a businessPoor management!? I will continue to recommend them to NO ONE!? Regards, [redacted] ***

Dear [redacted] , ? ? ? ? ? In response to complaint# [redacted] , I offer the following information; **and [redacted] have been a valued customer since **and [redacted] requested an upgrade in December of and signed a one year contract on 12/2/The upgrade was completed on 12/10/During the time of December 10, and May 18, 2016, we have not had any issues or complaints from **or [redacted] ***May 18, - The customer called and was upset that the service was not working correctly and their speeds were slowWe scheduled a Service Call for the next day, 5/19/May 19, - Service call to check cables and check speedsSpeed test conducted by Wave2Net technician using customer’s ipad, connected wirelessly to the routerResults - 4.5/Test repeated with technician’s laptop 10+ times using different speed test servers with results averaging 5.2/Repeated test with short cable outside at radio 5+ times with the same resultsAfter all speed tests were run the technician checked the customer’s device and connectivity results were 5.1/June 1, ?" Technical Support called customer and his speed tests were 4.5-mbpsCustomer said service was ok and he did not have time to troubleshoot with technical SupportJune 2, ?" Technical Support again called the customer and the customer stated that the service was working wellJune 6, ?" 9:AM- Customer and his wife came into the office and asked to speak with the owner, who was not in the office at that timeThey demanded that the office manager contact the owner and have him come into the office to meet with themThe office manager explained that she could not comply with their request but would be happy to leave a message for the owner, when he returnedThe customer then complained about flux in speeds and that they wanted out of the contractThey threatened that if they were not let out of the contract they would blast Wave2Net all over social mediaOur call logs do show a call to this customer at 5:42PM on June 6, which lasted over 1? minuteA second call was placed to this same customer at 6:PM on the same date and a voicemail message was leftWe do not purposefully hang up on our customersWe are always willing to assistWe continue to recommend that this customer address their internal network and our Technical Support Department has tried to troubleshoot with the customer, but the customer refused our offer [redacted] left a message on June 6th at 6:38, stating he was returning the owners callJune 9, ?" The owner spoke with the customers, who are requesting cancellation of their contract due to Wave2Net not being able to provide service to themWe have confirmed that we can and are providing service and their request is deniedService and billing will continueOur offer to troubleshoot with this customer to determine the root of their problem still standsRespectfully, Kathy G [redacted] Wave2Net Customer Billing & Accounting Clerk

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because:I am supplying additional documentation regarding the return of equipmentWave2Net claims they repeatedly called me about the POE, but as my telephone records for December, January and February show, they called me ONCE on December to tell me that the D-Link I returned with the rest of the equipment was not theirsIncidentally, the lady in the office said she did not recognize it as their equipment, which I noted on my equipment return receiptTherefore, I conclude she must be somewhat familiar with the equipment, but she said nothing about the POEWave2Net left a voicemail message (which I now wish I had not deleted) on December concerning the D-Link not being theirsI called them back immediately to let them know I did not need it and that it could be discardedAt that time, they said nothing about the POE and power cordNote that I have removed sensitive information from my telephone bill (my account number and part of telephone numbers that are not Wave2Nets)As you can see, I was NEVER called after that, I NEVER received any "invoice" or written documentation that they were disputing the equipmentThe FIRST time they mentioned the equipment was AFTER I filed my complaint with the Revdex.comAgain, I have a voicemail (details noted in a previous message) from January - a MONTH after returning the equipment - saying that they have my January service fee which they were going to refundAt that time they said NOTHING about the POEReally, it makes no sense for me not to return their equipmentI knew that we would be selling our home when my husband retires next year, so I knew that I would be cancelling this service, so I knew that I would need to return their equipmentI would not get rid of their equipment for any reason; nor would I not return it!? ? Furthermore, Wave2Net has yet to explain how they can justify claims of non-returned, or improperly returned, equipment when I received no invoices or calls concerning it.Additionally, I have received no refundsIt is 1/MONTHS (over days) and I have not even received the monies they think they owe me.? Regards, [redacted]

From: Wave2Net AccountsDate: Wed, May 25, at 4:PMDear [redacted] 5/25/16In response to [redacted] ***’s rejection of our answer to his complaint # [redacted] , I offer the following; [redacted] signed a year contract that ran from 8/8/through 8/8/ [redacted] ***’s signed contract states very clearly, “WAVE2NET DOES NOT WARRANT THE SPEEDS OF ITS INTERNET SERVICE OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE; NOR DOES WAVE2NET MAKE ANY WARRANTY AS TO THE RESULT TO BE OBTAINED FROM THE USE OF THE SERVICETHE SERVICE IS PROVIDED ON AN “AS IS” BASIS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KINDSPECIFICALLY, THERE IS NO EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSEWave2Net determined that we could no longer provide our 4th Generation Wireless Service to [redacted] ***We did, however, offer alternatives that were refused by [redacted] ***The Service Call (a $charge) was performed for freeHis equipment piwas freeThe balance of his contract was voided and the refund of his prepaid service ($129.55) will be mailed to him within business days [redacted] was a valued customer and we are sorry we could not provide our 4th generation wireless service to himWe wish him well and consider this complaint resolvedRespectfully,Kathy G [redacted] Wave2Net

From: Wave2Net AccountsDate: Wed, Jun 8, at 1:PMRevdex.com 6/8/K StNW, 10th FloorWashington, DC 20005-3404Attn; [redacted] Reference Complaint# [redacted] Dear [redacted] , In response to Complaint# [redacted] , I offer the following; On May 16,at 9:AM, [redacted] called the Wave2Net office and spoke to the receptionistHe said he wanted to cancel his serviceA message was taken for the manager to return the customers call, which is our policyOn the same date, at 12:31PM, the manager called [redacted] about his request to cancel his serviceThe manager offered him other options but the customer was not interested in themThe manager verified the customer’s email addressThe customer asked if he was still required to give a day notice since he had had his service for yearsThe manager told him that any termination required a day noticeThe customer said that he would note that when he reviewed our companyA written day notice is required per our Terms of ServiceOn June 3, [redacted] called the billing department, after he had received his receipt for his monthly credit card payment of $He said he spoke to the manager on 5/about cancelling but did not send a day noticeHe said he would send one that day (6/3/16) and he didBecause the termination notice was received by Wave2Net on 6/3/16, that is the date being used as the beginning date of his day noticeWe emailed him his cancellation summary and the credit on his accountAgain on 6/3/16, after receiving his cancellation summary and his credit to his account, [redacted] emailed our clerk and said he had a witness to his call for cancellation on May 16,He would be happy to sue Wave2Net in Small Claims Court for “Predatory Practices.” On June 3, we responded to [redacted] ’s email and told him that we have policies and procedures in place, that have to be followed when dealing with an account cancellationWe require a written day notice, which we received on 6/3/ [redacted] responded that he made a complaint with the Revdex.com and if we do not adequately resolve this issue, he will see us in Small Claims Court [redacted] ’s account was credited for unused, prepaid service from 7/3/to 8/1/in the amount of $This is due to him as a refund and will be issued to him business days after his equipment is returned and evaluatedThe pickup of his equipment is free of charge, since he had our Service Protection Plan and had not used it in the previous monthsWe are sorry to lose [redacted] as a customer, but wish him well going forwardSincerely,Kathy G [redacted] Wave2NetCustomer Billing &Accounting Clerk

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, as long as my service remains the quality it has been since yesterday after my service appointment, which is equal to the day of installation, when I agreed to pay for this serviceThe service I received from Wave2net yesterday was beyond wonderful Regards, [redacted]

Wave2Net Accounts Date: Fri, Dec 18, at 4:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: [email protected] September 14, 2015Dear [redacted] , Reference ID# [redacted] In response to the above referenced complaint, I offer the following information:With all wireless internet, we strive to provide the best service possible to the best of our ability and effortThis is clearly stated in the contract, section 5.2, signed by the customerWarranties Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or on the overall performance and configuration of your computer WAVE2NET DOES NOT WARRANT THE SPEED OF ITS INTERNET SERVICE OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE; NOR DOES WAVE2NET MAKE ANY WARRANTY AS TO THE RESULTS TO BE OBTAINED FROM USE OF THE SERVICETHE SERVICE IS PROVIDED ON AN "AS IS" BASIS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KINDSPECIFICALLY, THERE IS NO EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSEWAVE2NET, ITS EMPLOYEES, AFFILIATES, INDEPENDENT CONTRACTORS, SUBCONTRACTORS AND ASSIGNS SHALL NOT BE RESPONSIBLE FOR LOST, STOLEN, OR DAMAGED SOFTWARE, HARDWARE OR DATAIT IS YOUR RESPONSIBILITY TO BACK UP ANY AND ALL DATA AND SOFTWARE.We have record of every time this customer called our office and recordings of every phone call to both our office and technical supportWe made every attempt to resolve the customers issue after we were notified of them The customer was not without service; he was having speed issues and did not want to troubleshoot with our technical support departmentCredits are only issued for any hour period without serviceThere weren’t any outages reported for this customer and no credits were issued.Located in the same contract under section 2.3, the equipment responsibilities are also stated as follows: Within ten (10) days of the expiration or termination of this Agreement for any reason, you will return all Wave2Net owned equipment to us at the address listed above, or such other address as we may indicateIf you make an appointment for Wave2Net to retrieve all of its equipment from your location standard service call charges will applyIf you have not returned to us, or made an appointment for us to retrieve all of our equipment within ten (10) days of the end of the Agreement, you will be liable for, and Wave2Net will charge your credit card account or Wave2Net Account for the current replacement value of all non-returned equipment (the “Equipment Fee”).There will not be a billing adjustment to the customer’s accountThe service call fee is charged to every customer when we must go out to their residence, even for equipment retrieval as stated in our contractPlease let us know if we can be of further assistance.Regards,Kathy G [redacted] Wave2Net

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response due to the fact that when I called the first time, I was told two things by the technician: My connection isn't the problem They knew about the problem for weeks as other's had already called to complain They told me others complained, and I was also told by the people complaining as well At this point, they've admitted the problem is with their equipment, not once, but twice The first time by telling me so, and the second by not coming to my house to 'fix' the problem, rather they went to 'fix' the tower You don't work on your own equipment unless you know it's your equipment How this is still going on and is in any way considered appropriate is beyond me Yet we are still sitting here with the same problem Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Wave2Net wants to ensure that every customer get the proper serviceWe try different pieces of equipment to get the customer the best signalWe feel confident the changing of equipment on the roof did not affect or damage the router in the house -ThIs is not stating facts but only personal opinions"We feel" does not work on your end looking at letters and numbersWhat this says to me is: "We feel like we shouldn't have to replace ** [redacted] 's router and we do not have the money or don't respect them as a once loyal client and/or customerYou also did not try different pieces, you installed a while other satellite unit and doubled the power going to my router that once worked with the one satellite and no longer worked with the two satellitesBeing that it was fried/overloadedOur office hours are from AM to PM Monday through Friday for our administrative personnel and AM to PM for our Technical Support DepartmentWe also have an answering system at the office, so messages can be left for us 24/ -You do not call back during your office hours and if you do its only to reschedule a call back that doesn't happenYou company is famous for having an issue on a Tuesday and making excuses to postpone it to a Friday and next thing you know a whole week without Internet has came and goneIn this process that has happened twice in a month we still had to pay full price for that whole month.Our Technical Support department troubleshoots our equipmentWe cannot do support on customer owned equipmentOur records indicate that the [redacted] ’s have been receiving a great signal from our equipment -We have not been recieving great signal from your end, I've been dropped out of classes which my grant no longer covers and I have to pay out of pocket, disconnected from service multiple times a day and don't even get me started on the streaming aspectYour charge high speed Internet and give [redacted] connectionsI have had to use my WiFi Hotspot which has better connection that what your company provided.Wave2Net has completed service callsWe did our troubleshooting and determined that the problem was the customer’s router -Actually, the two service calls was because of the lack of Service and the router was working fine thenIt wasn't until after your company on the 2nd service call came out, installed another satellite unit, and added both satellites to my one router which ended up frying my routerThis led me to call the your tech and that how we found out about the bad port on the routerThis was because of the 2nd service call which led your company to install a whole separate unitYou added two satellite units to my one router port and overloaded it while saying it's our faultThe router worked perfectly fine before that installation.We offered these customer’s our expertise and unlimited access to our technical supportWave2Net would be happy to work with any customer regarding our equipment -You say your happy to work with any customer regarding your equipment, but if your equipment damages my equipment that your not liable for it? All you do is revert to the contract Once we sign and even when we want out within that day period you prolong the issue by not calling back when you say your going to and forcing us past that timeframeWhen we want to quit within that day period we have to write you a letter and email it to you for a discontinuance and that alone is a day process so how is any of this fair or legal? After the process for the letter of discontinuance our day trial is up which binds us to a contractThis company is a scam and I hope and pray that it gets shut down within the next yearIn Jesus Name!You are robbing from the people and forcing them with documentationThis is not right nor is it fair and justice will be served.Regards, [redacted]

Wave2Net appreciates [redacted] being a customer with Wave2Net for over yearsOn December 27, 2016, after the customer conducted troubleshooting with our technical support department it was determined that the power source to the equipment on the customer’s property was not working properly That same day the customer came to our warehouse and exchanged the power source for a replacement.? All our equipment it is evaluated when we receive the equipment back from the customerThe equipment was found not working properlyAs stated in the contract the customer signed in Section 7, paragraph 22.? ? ? ? ? ? ? ? ? ? ? Responsibility for Equipment: You are responsible for the receiver and associated equipment until it is returnedIf it is lost, stolen or damaged you shall be responsible for all charges, including labor costs, to replace or repair the receiver and associated equipmentWe do value our customers.? We did take it upon ourselves to reevaluate the piece of equipmentThe equipment was found not working properly.? This could be due to a power surge, dropping it or spilling something on it.? We apologize if they are unhappy with this charge however the equipment is their responsibility and it was returned damagedWe consider this matter closed and the charge validRegards, Michele S [redacted] Office Manager Wave2Net

In reference to Complaint # [redacted] I offer the following; [redacted] has spoken to every department at Wave2NetWe have documentation of every time she has called the office and every time Technical Support has tried to work with herThe problems that she had were with her internal network and not related, in any way, to the service we were providingOur Technical Support Department made numerous recommendations regarding her internal network, but she was not willing to try these recommendationsWe cannot support our customer’s internal networks (privately owned equipment)Wave2Net is able to provide [redacted] service at reliable speeds and would still be providing her service if she had not returned her equipment [redacted] has refused to contact Wave2Net therefore we are proceeding with our collection processThis is clearly stated in the contract, signed by [redacted] Section Paragraph states” You shall pay the quarterly subscription fee plus any equipment fee, collection costs and reasonable attorney’s fees incurred in enforcing this agreement.” We do wish [redacted] well in her future endeavorsWe still offer our services and would wish [redacted] would contact Wave2NetWith Kindest Regards, Kathy G [redacted] Wave2Net Customer Billing & Accounting Clerk

KRevdex.com 6/10/K StNW, 10th Floor Washington, DC 20005-Attn: [redacted] Reference Complaint# [redacted] Dear [redacted] , In reference to Complaint# [redacted] , I offer the following; ? [redacted] contacted Wave2Net Technical Support on 5/16/in reference to his slow speeds on his internet ? On 5/17/Technical Support contacted [redacted] to inform him that some changes had been made [redacted] stated that he saw some improvement, but not where they should be ? On 6/6/Wave2Net received an email from [redacted] that he would like to terminate his service per Contract Section 4-Wave2Net responded, on the same day, “You have provided Wave2Net with a written statement for terminationYou have cited Section 4-as the reason for cancellationHowever, that particular section is at the discretion of Wave2NetIf you reread it, it states that “after exhausting all reasonable options to re-establish service, we determine that service is no longer available.” During the spring months, there is an influx of calls due to the tree foliage causing line of sight problems, which in turn, causes service interruptionsYour records indicate that you are still under contract until 11/25/and that you recently upgraded your service plan.” ? On 6/8/Technical Support called [redacted] to advise that we would be doing repairs on his tower on 6/9/ ? On 6/9/Technical Support attempted to contact [redacted] but had to leave a voicemail message at 10:AM, and again at 11:AM, advising that the repairs had been made and asking that [redacted] please call Technical Support back so that they could do some testingHe did not return the call ? On 6/10/another Voicemail message was left for [redacted] by Technical Support at 2:PM, but [redacted] has not returned that call ? We do understand [redacted] ’s frustration, but today is 6/10/and [redacted] ’s first call to Wave2Net was on 5/16/16, regarding his slow speedsIt has not been over days? If [redacted] would give Technical Support a call back (Monday through Friday 9AM to 6PM) so we could test his equipment, we would be happy to hear from himRespectfully, Kathy G [redacted] Customer Billing & Accounting Clerk

unacc[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Unacceptable not forth coming with known equipment issues needing repair and were not addressed until June again the wave2net answers are not trustworthy, they want their money because they are currently the only provider in the area and people that need internet have no other choice but to sign the year deal This has created many unhappy people that feel that have been ripped offI do not intend to pay for their unreliable unavailable poor quality of service and unethical business practices Regards, [redacted]

Wave2Net strives to provide our customers the highest quality of internet serviceOur service does not guarantee speeds which we have outlined in our contracts and our Terms of ServiceWe have a Technical Support department to help customers with service problems and escalate them to the network engineer if all troubleshooting has failed For our customer’s convenience, we have extended this department’s hours until 6:pmOur Technical Support department received two calls from [redacted] in the past two months The first call was on September 9th, [redacted] reported having no internet Our tech support team checked his tower and found it was not experiencing an outageFollowing procedure, our tech support team went through their troubleshooting questions They asked [redacted] to power cycle his [redacted] and router When this was completed the customer had internet service [redacted] called a second time on October 25th, and reported he had no internet service Our tech support team checked his tower At the time the tower was experiencing an outage which our network engineer was aware and working to resolve the problem Our technical support team explained this to our customer We asked him to power cycle his [redacted] and router in about minutes If he did not have internet service after that time, we asked him to call back so we could continue our procedure [redacted] did not call back Prior to the two calls, [redacted] last communication with Wave2Net was in May of regarding slow speeds Wave2Net was unaware that [redacted] was dissatisfied with our service Our technical support team will reach out to him to document any further problems he might haveRegards, Wave2Net

In response to Complaint # [redacted] , I offer the following; Wave2Net appreciates [redacted] bringing this matter to our attentionHis refund not being mailed after his service with us ended was admittedly an oversight on our partOur billing department left [redacted] a voice mail message on Friday, September 23rd letting him know that his refund check would be mailed no later than Friday, September 30thWe will reach out to him with what the check number is as soon as we have that information for himWe are sorry to lose [redacted] as a valued customer and do not wish to end this business relationship on undesirable termsWe would be happy to serve [redacted] ***’s internet needs if he requires our services in the futureRegards, Michele S [redacted] Office Manager Wave2Net

From:? Wave2Net AccountsDate: Thu, Jun 2, at 3:PMRevDex.com? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Reference # [redacted] ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Date 6/1/16? Dear [redacted] ,? In response to the above referenced complaint, I offer the following information;? In regards to invoices:? On Invoice # ***, this customer paid a #fee for a Site SurveyThis survey determines if the customer has access to a direct line of sight to one of our towers.? The second invoice sent was the customer’s installation invoice #***.? This was billed at $A $CREDIT, for the first month of service, was applied to this invoiceThe customer paid $for their installation.? The third invoice sent was for $billed on Invoice # ***.? This was a pro-rated bill to maintain consistency in service dates(Service period 5/19/through 7/1/16) and had absolutely nothing to do with service disruption or early termination.? Their fourth Invoice # [redacted] was for one month of service totaling $This invoice had a courtesy CREDIT of one week’s service ($20.72) appliedThis left a balance of $for the customer to pay and will process on June 5, 2016.? Their fifth and most recent invoice was for a warranty service call.? ? Invoice # [redacted] in the amount of $147.00.? This invoice was credited in its entirety and no payment is due from the customer.? In regards to the contract and guaranteed speed I offer the following:? When [redacted] came to the office to sign her contract and pay for their installation, she was asked to read and initial all pagesAll the pages of their contract are initialed and the contract is signed and dated.? Our contract states in Section 5-1; “Actual speeds vary based on amount of traffic on the internet, content on a particular website, or the overall performance and configuration of your computer.” It also states in Section 5-2; “WAVE2NET DOES NOT WARRANT THE SPEED OF ITS INTERNET SERVICE OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE; NOR DOES WAVE2NET MAKE ANY WARRANTY AS TO THE RESULTS TO BE OBTAINED FROM THE USE OF THE SERVICETHE SERVICE IS PROVIDED ON AN “AS IS” BASIS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KINDSPECIFICALLY, THERE IS NO EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.? In regards to contact with the customer, I offer the following:? We have documented every call to or from these customers.? All of their calls have been returned in a timely manner.? They have had internet service.? When we called [redacted] , for her Customer Feedback survey, she stated:? “The service was working much better and her husband could game nowShe was pleased with the service and the credit given.”? To conclude the information:? The customer has signed a two year contractWe are aware that there was an issue but we have addressed them in a timely fashion.? ? Our technicians are at the [redacted] s residence today, to install a special ordered piece of equipment that had been on backorder.? We work diligently to address any issues and to keep our customers informed at all times.? ? ? Sincerely,Kathy G [redacted] Wave2Net