Wave2Net, LLC

[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: they failed to give the entire story The most recent developments were handled poorly They sent out a tech for service on a Friday and the tech told us before he left that he got a signal for us but it was very weak and he would need to come back out on Monday or Tuesday to see if he could get something better for us Monday and Tuesday rolled around and I didn't hear anything I called tech support and told them what happened Tech support said ok either myself or scheduling will be giving you a call back I waited hours and no response So I called again This time I was given the reason that something something happened and it was an all hands on deck situation and the tech would follow up on my ticket Multiple days passed without hearing anything so on Monday I called tech support AGAINdays after the tech told me he would be back out I called tech support and I would get the message that I was in a queue line After multiple time of getting hung up on by their system, I select option for general inquiries I got a female named Michelle on the phone I told her I was trying to contact tech support and kept getting hung up on by the system This was during their advertised hours of tech support being available from 9AM to 6PM Monday through Friday I asked when they would be available She said later I kept asking questions to get more information and she was beating around the bush with all my questions not being honest with me She was being very sketchy At this time, I was fed up with this company so I hung up the phone and immediately contacted the Revdex.com and sent my request to cancel service Someone finally called me later that day Monday to set up a time for a tech to come to my house days later on Wednesday Wave2Nets response details what happened that day I believe I am owed for more than just the service I paid ahead for from 5/- 7/ The service was so bad and non-existent at times that I believe I am owed more money back for the service not working as promised in my contract I'm not complaining about not receiving download and upload speeds I'm complaining about when I ran my speedtest that I would have no service and the service was so bad, that it might as well not have been working I'm talking about download speeds of or worse I should be compensated back for the entire month of May and an additional month or because the service was so bad and I definitely did not get what I paid for Regards, [redacted] ***

12/18/ Reference ID# [redacted] Dear [redacted] : In response to the above referenced complaint dated 6/25/15, that we received 12/11/15, I offer the following information:With all wireless internet, we strive to provide the best service possible to the best of our ability and effort This is clearly stated in our contract, sections and 5.2, signed by the customer on August 7, 2015: 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 [redacted] contacted our office on 6/23/regarding his internet speed issues and was transferred to TechnicalSupport to see if they could assist himWe have no record of any additional complaints from [redacted] And he continues to remain a valued customer.Regards,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; [redacted] started calling Wave2Net regarding slow speeds with his internet on 5/11/We scheduled a service call on 5/13/and replaced equipment, trying to improve this customer’s serviceThis service call was never billed to the customer.? We returned to the customer’s residence on 5/19/and replaced additional equipment, to again, try and improve his serviceThis service call was billed on Invoice # in the amount of $After further research, it was determined by Wave2Net, that we could no longer provide this customer with serviceHe had no direct line of sight from his property to one of our towersWith the customer’s approval, we cancelled his contract and [redacted] returned his equipment.? After contract cancellation [redacted] had an outstanding balance of $147.00, for the service call on 5/19/His account was credited for unused prepaid service in the amount of $142.44, leaving a balance of $on his account [redacted] called and paid the $on 6/3/16, leaving a $balance on his account.? While we are sorry to lose [redacted] as a customer, we did all we could to try toimprove his service and we cannot be faulted because unusual rain this spring andconsiderable foliage growth combined to obscure his line of sight to our towerWe wish [redacted] well in all his future endeavors.? Sincerely,Kathy G [redacted] Wave2NetCustomer Billing &Accounting Clerk?

From: Wave2Net Accounts <[email protected]>Date: Wed, Dec 23, 2015 at 1:49 PMSubject: Reference ID# [redacted] To: [redacted] @mybbb.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 customers. This is clearly stated in our contract Sections 5.1 and 5.2, signed by [redacted] November 10, 2014.5. Warranties. 1. 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.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 USE OF THE SERVICE. THE SERVICE IS PROVIDED ON AN "AS IS" BASIS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KIND. SPECIFICALLY, THERE IS NO EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. WAVE2NET, ITS EMPLOYEES, AFFILIATES, INDEPENDENT CONTRACTORS, SUBCONTRACTORS AND ASSIGNS SHALL NOT BE RESPONSIBLE FOR LOST, STOLEN, OR DAMAGED SOFTWARE, HARDWARE OR DATA. IT 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 contract. We do require that the contract be fulfilled by the terms of the contract under Section 4.5; 5. If you terminate this Agreement during the initial 24 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 September. We have not heard from him since then. We do suggest that, if he does have additional issues, he contact Tech Support. They are available 7 days a week from 9AM to 6PM. Someone there will be able to address any issue he may be reporting. As far as [redacted] requesting a refund of the $299.00, that was a nonrefundable Lease of Equipment, Lifetime Plan fee. It 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 11/10/16 and he is paid up through 2/1/16.We consider him a valued customer. I hope this information will resolve this issue. I’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

[redacted] 4/15/The Revdex.com Ref: Complaint # [redacted] Dear Ms [redacted] , In regards to the complaint I offer the following information: Mrs [redacted] had a credit on her account in January of in the amount of $This credit was for prepaid service as well as a customer referralWe waited days for her to respond or return the proper POE and Power Supply, when we received no correspondence; we billed her for it in the amount of $We then used part of the credit she had on her account to satisfy that invoiceOnce that invoice was paid it left a credit balance of $That is the amount that will be returned to Mrs [redacted] within business days of the date of her last invoiceSincerely, Kathy G [redacted] Wave2Net

In response to Complaint # [redacted] , I offer the following;Wave2Net appreciates [redacted] ***' time to file the complaintHowever we do not have an account in his name? We cannot discuss accounts with anyone except forthe account holder or an authorized user.Regards,Michele S [redacted] Office ManagerWave2Net

[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 have contacted you several, several times without ever receiving a return call or follow upPerhaps you should reach out to me 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 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, 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 policy.? On 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 Service.? On 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 did.? Because 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 months.? We are sorry to lose [redacted] as a customer, but wish him well going forward.? Sincerely,Kathy G [redacted] Wave2NetCustomer Billing &Accounting Clerk

From: Wave2Net AccountsDate: Thu, May 19, at 3:PM 5/19/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/We did offer our Sky Satellite service as well as our 3rd generation service, which [redacted] has declinedWe find that this complaint has been resolved at this timeSincerely,Kathy G [redacted] Wave2Net

Dear Ms***
, 4/13/16 Reference: *** In response to the above referenced complaint, I offer the following information:Mrs*** cancelled her service with Wave2Net on November 23, 2015, when she delivered a day written notice of termination as required by her contract and Wave2Net Terms of ServiceShe returned some, but not all, of the Wave2Net owned equipment on December 12, We have made several calls to Mrs*** to have our POE/Power Supply returned. To date, we have not received it.After waiting days for the equipment to be returned, Mrs*** was billed for the POE/ Power Supply on Invoice # *** dated 3/14/in the amount of $That invoice was paid with part of the credit she has on her accountThat leaves her account with a $credit balance. Please note that Mrs*** was given a $credit for customer referral in the fall of 2015. We credit our current customers for referring friends and family to the Wave2Net service. According to our policy, the credit on her account in the amount of $will be mailed to her within business days from the date of her last invoice.Please let us know if you need additional information. Regards, Kathy G***| Customer Billing and Accounting ClerkWave2NetHigh Speed Wireless Internet*** *** *** (p)

In response to Complaint # ***, I offer the following; Wave2Net strives to provide the best possible service to all our valued customers 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 personal computer Mr*** has been a valued customer since August 11, Mr*** has contacted technical support to report slower speedsAs a courtesy, Mr*** has been given credits in the amount of $each even though the service we provide is a best effort service and we do not guarantee speedsWe also completed a hour service call for Mr*** to provide him with a higher gain antenna to improve service at no charge to himThis credit for the service call was $We have continued to work with Mr*** consistently when any report to us has been madeWe have given the credits as well as try to provide the best level of customer service to Mr*** On Friday August 26, we contacted Mr*** to troubleshoot with himMr*** was not available but did make arrangements to contact our Technical Support when he was available to troubleshoot with our technical support department We consider Mr*** a valued customer and continue our efforts to provide him our services Regards, Michele S*** Office Manager Wave2Net

Wave2Net strives to provide our customers the highest quality of internet serviceAt this time, Wave2Net is unable to offer this customer our high standards of serviceIn the past six weeks, we have made multiple service calls to this customer’s home due to brief outagesThe customer did not have
service during those timesWhile some of those service calls were due to the customer resetting the Equipment, we do not believe we can provide optimum service to this customerDue to the circumstances, we have offered to install our satellite internet service free of chargeOur installation fee for this type of service is $We have explained to the customer that this installation would be free of charge for the inconvenience they are experiencingOn February 28, 2017, a letter was mailed to the customer explaining this situation A full refund for unused service was mailed to the customer on March 3, Regards, Michele S*** Office Manager Wave2Net

From: Wave2Net AccountsDate: Thu, May 19, at 3:PM
5/19/16 In response to complaint #***, 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 *** ***The service call and equipment pick up were not billed to *** *** 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 *** *** has declined. We find that this complaint has been resolved at this time. Sincerely,Kathy G***Wave2Net

KRevdex.com 6/10/K StNW, 10th Floor Washington, DC 20005-Attn: *** *** Reference Complaint# *** Dear *** ***, In reference to Complaint# ***, I offer the following; *** *** contacted Wave2Net Technical Support on 5/16/in reference to his slow speeds on
his internet On 5/17/Technical Support contacted *** *** to inform him that some changes had been made*** *** stated that he saw some improvement, but not where they should be On 6/6/Wave2Net received an email from *** *** 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 *** *** to advise that we would be doing repairs on his tower on 6/9/ On 6/9/Technical Support attempted to contact *** *** 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 *** *** 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 *** *** by Technical Support at 2:PM, but *** *** has not returned that call We do understand *** ***’s frustration, but today is 6/10/and *** ***’s first call to Wave2Net was on 5/16/16, regarding his slow speedsIt has not been over days If *** *** 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*** Customer Billing & Accounting Clerk

From: Revdex.com of Metro Washington DC Date: Fri, Dec 18, at 4:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** *** ---------- Forwarded message ----------From:
Wave2Net Accounts Date: Fri, Dec 18, at 3:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: [email protected] Reference ID# *** Dear *** ***, In response to the referenced complaint, I offer the following. *** *** signed a contract with Wave2Net on September 8th, In that contract, Terminating the agreement is clearly spelled out in Section 4.6.IF YOU CANCEL THIS SUBSCRIPTION AFTER THE INITIAL MONTH TERM, A DAY NOTICE IS REQUIREDNO TERMINATION FEE APPLIES. When *** *** called and asked to cancel service it was noted in our system but since we did not receive a written notice of cancellation it must have fallen between the cracksThus, when his open invoice dated 11/15/came up for automatic payment on 12/2/it got paid.*** *** called our office the next day and his $payment was immediately refunded to his account when we realized our errorHe is no longer a customer and his automatic billing has been deleted from our system. Regards,Kathy G***Wave2NetCustomer Billing and Accounting Clerk

I did receive the voicemail on my work phone after I returned from vacation on 9/Thank you for your attention on this matter.[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, 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,
*** ***

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 #***.To: [email protected]
September 14, 2015Dear *** ***, Reference ID# *** 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***Wave2Net

In response to *** ***'s rejection of our letter dated 7/6/16, I offer the following;We have confirmed, on multiple occasions, that we are providing service to their location We still continue to offer our Technical Support Department, so we can try and determine the root of their technical problem We continue to be available to this customer and would be happy to provide our services to this customer.Respectfully,*** ***Wave2NetCustomer Billing & Accounting Clerk