Wave2Net, LLC

*** *** 4/15/The Revdex.com Ref: Complaint # *** Dear Ms***, In regards to the complaint I offer the following information: Mrs*** 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*** within business days of the date of her last invoiceSincerely, Kathy G*** 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: ***
I am rejecting this response because:
Regards,
*** ***
This business continues to lie.They tried rushing a check to the bank in an effort to steal from yet another family after my bank and I stopped it and failed.I have printed emails where they have said the $charge was 1)because their bank charged them 2) they cited their deposit guidelines which are NOT in the terms of service and 3)it was then said it was a Wave2Net fee....these people told different stories in the same email chain.I also sent them an email at 10:am on 1/26/to which they have not responded AND I printed out their terms of service at the exact same time because there was no $charge listed anywhere in their terms of service.I just checked and they have gone online since then and changed their terms of service to show a $charge...too bad the terms of service I printed is also time stamped along with the corresponding email to show 10:am on 1/26/soooo how are you going to lie your way out of this one Wave2Fraud???Wave2Net has a history that is approximately inches think printed full of complaints, reviews,and *** postings along with the comment threads...I have printed it all.The former employees revealing they were forced to lie to customers and were in fact installing old equipment for customers that Wave2Fraud said was new can also be questioned in court and terms of service are often tossed out by a judge if "fraud is shown".....believe me it is shown.They changed the terms online following my email/complaint but clearly did not count on the time stamp also printing out...again my time with you is done you criminals and you cannot hold anyone to terms of service you changed since 1/26/when I was done on 1/19/IS

In response to Complaint # ***, I offer the following; Wave2Net wants to thank Mr*** for being a valued customer When Mr*** signed up for our service he signed a contract on July 19, that stated in section paragraph 2: 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 equipmentThe customer returned the equipment on June 1, and it was evaluated by our warehouse personnel on June 6, who found the equipment not working properlyOur replacement cost is $399.00; however we charged the customer a discounted price of $The customer states that the equipment was working the last time he used itHowever, Wave2Net did not remove the equipment and cannot verify that it was working at the time of decommissionThe customer opted to take down the equipment himself and return itSince we did not remove the equipment we do not know if the equipment was damaged in removal, but again, when evaluated after the return, it was not working and cannot be used for another customerSince the equipment was found damaged when returned from the customer, per the contract, the customer is responsible for replacement chargesThe discounted replacement charge of $plus a $admin fee which totals $is valid Regards, Michele S***

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 houseOur 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 24/7. Our Technical Support department troubleshoots our equipmentWe cannot do support on customer owned equipmentOur records indicate that the ***’s have been receiving a great signal from our equipment Wave2Net has completed service callsWe did our troubleshooting and determined that the problem was the customer’s routerWe offered these customer’s our expertise and unlimited access to our technical supportWave2Net would be happy to work with any customer regarding our equipmentRespectfully, Kathy G*** 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: ***
I am rejecting this response because:The statement "the Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response, or the business addressed the issues within the complaint” is not correct.I have provided a response to the business' reply and the business has not addressed the issues within the complaint The "customer remains dissatisfied" is still accurate
Regards,
*** ***

In response to Complaint # ***, I offer the following; Wave2Net appreciate Mrs*** being a customer with Wave2Net for years Mrs*** sent in her cancellation request on Thursday September 1, The cancellation was processed on Tuesday September 7,
after the long Labor Day weekendWe do ask that our customers allow 7-days to process their cancellation, which allows time to remove any pending paymentsMs*** recurring payment, processed on Sunday September 5, before we had begun her paperwork Wave2Net sends a cancellation summary to inform the customer of the cancellation process including the refund policyThe refund policy from the cancellation summary has been inserted below Refunds will be issued within business days from the time of Wave2Net authorizationAll refunds are issued in the form of a check and mailed via postal or parcel service? Wave2Net authorization occurs only after all Wave2Net owned equipment has been returned and verified in working condition The equipment from the customer’s home was verified on October 14, and found to be in proper working order Our refund checks are issued on FridaysOn Friday November 18th, we issued refund checks and all mail parcels never received their destinationOnce this was brought to the attention of Wave2Net, we have issued new refund checks and they were mailed on Friday December 2, Ms*** has received her refund and it has been deposited We consider this matter closed Regards, Michele Sheehan Office Manager Wave2Net

In response to Complaint # ***, I offer the following; Wave2Net appreciates *** *** 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 *** *** 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 *** *** as a valued customer and do not wish to end this business relationship on undesirable termsWe would be happy to serve *** ***’s internet needs if he requires our services in the futureRegards, Michele S*** Office Manager 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: ***
I am rejecting this response because:
This company is using unethical means to obtain new equipment We will not pay the amount listed because the equipment was not broken We will seek legal advice on this matter and we have witnesses that worked for WAVE2NET who will verify that the company is unethical in their practices We also have witnesses that will testify that the equipment was working when we returned it We will not pay this amount, and our plan is to make this matter public by way of newspaper, our congresswoman and the attorney general It's an ethical issue, and we will not accept it
Regards,
*** And *** ***

*** *** ***,Just received your rejection of our responseI have left a message for you on your home phone 1/5/@ 10:AM and a message for you on your cell phone 1/5/@ 10:AMPlease give me a call at your earliest convenience to resolve this issueThank You.Kathy G***Wave2Net###-###-#### Ext ***

In reference to Complaint # *** I offer the following; *** *** 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 *** *** service at reliable speeds and would still be providing her service if she had not returned her equipment*** *** has refused to contact Wave2Net therefore we are proceeding with our collection processThis is clearly stated in the contract, signed by *** ***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 *** *** well in her future endeavorsWe still offer our services and would wish *** *** would contact Wave2NetWith Kindest Regards, Kathy G*** 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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
This business continues to lie.They tried rushing a check to the bank in an effort to steal from yet another family after my bank and I stopped it and failed.I have printed emails where they have said the $charge was 1)because their bank charged them 2) they cited their deposit guidelines which are NOT in the terms of service and 3)it was then said it was a Wave2Net fee....these people told different stories in the same email chain.I also sent them an email at 10:am on 1/26/to which they have not responded AND I printed out their terms of service at the exact same time because there was no $charge listed anywhere in their terms of service.I just checked and they have gone online since then and changed their terms of service to show a $charge...too bad the terms of service I printed is also time stamped along with the corresponding email to show 10:am on 1/26/soooo how are you going to lie your way out of this one Wave2Fraud???Wave2Net has a history that is approximately inches think printed full of complaints, reviews,and *** postings along with the comment threads...I have printed it all.The former employees revealing they were forced to lie to customers and were in fact installing old equipment for customers that Wave2Fraud said was new can also be questioned in court and terms of service are often tossed out by a judge if "fraud is shown".....believe me it is shown.They changed the terms online following my email/complaint but clearly did not count on the time stamp also printing out...again my time with you is done you criminals and you cannot hold anyone to terms of service you changed since 1/26/when I was done on 1/19/IS

[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,
*** ***

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 *** *** in the past two months. The first call was on September 9th, 2017. *** *** 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 *** *** to power cycle his *** and router. When this was completed the customer had internet service. *** *** 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 *** 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. *** *** did not call back. Prior to the two calls, *** *** last communication with Wave2Net was in May of regarding slow speeds. Wave2Net was unaware that *** *** 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 *** ***'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

[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: ***
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,
*** ***

Wave2Net appreciates *** *** being a customer with Wave2Net for over yearsWave2Net always has our customer’s best interest in mindWe do offer a monthly billing option to all our customers, however *** *** signed up for our quarterly billing optionOn Monday, December 19, 2016, we
received and deposited a check payment from this customerOn December 20, 2016, we were notified that this customer would like to cancel their service with usThe payment had been deposited on Monday 12/19/16. *** *** would have received any refund on her account once the cancellation process had been completedThe customer told our billing department that they were going to cancel the check and they were informed that there would be charge for cancelling their paymentDue to the payment being stopped and the inconvenience to Wave2Net we charged the customer a $stopped payment fee/Non-Sufficient Funds FeeThis charge was not determined by the bank it is a Wave2Net charge which can be found on our Terms of ServiceYour use of Wave2Net’s services is subject to the following Terms of Service ("TOS"). By using Wave2Net’s services you consent to the terms and conditions set forth below, and agree to transact with Wave2Net electronically. If you do not agree, do not use Wave2Net’s servicesThe customer is out of contract. The contract they did sign clearly states in Section Paragraph 1: You shall abide by all Wave2Net policies including the Acceptable Usage Policy and the Terms of Service as they may change from time to timeThese policies are located on our Wave2Net Website (www.wave2net.com)We keep a copy of the contract with the customer’s signature in our main officeThe customer is more than welcome to come by the office and request a copyWe consider this matter closed and the charge validRegards, Michele S*** Office Manager Wave2Net

In response to Complaint # ***, I offer the following; Wave2Net appreciate Mrs*** being a customer with Wave2Net for years Mrs*** sent in her cancellation request on Thursday September 1, The cancellation was processed on Tuesday September 7,
after the long Labor Day weekendWe do ask that our customers allow 7-days to process their cancellation, which allows time to remove any pending paymentsMs*** recurring payment, processed on Sunday September 5, before we had begun her paperwork Wave2Net sends a cancellation summary to inform the customer of the cancellation process including the refund policyThe refund policy from the cancellation summary has been inserted below Refunds will be issued within business days from the time of Wave2Net authorizationAll refunds are issued in the form of a check and mailed via postal or parcel service? Wave2Net authorization occurs only after all Wave2Net owned equipment has been returned and verified in working condition The equipment from the customer’s home was verified on October 14, and found to be in proper working order Our refund checks are issued on FridaysOn Friday November 18th, we issued refund checks and all mail parcels never received their destinationOnce this was brought to the attention of Wave2Net, we have issued new refund checks and they were mailed on Friday December 2, Ms*** has received her refund and it has been deposited We consider this matter closed Regards, Michele Sheehan Office Manager Wave2Net

In response to Complaint# *** I offer the following; Wave2Net appreciates this customer’s concerns and has escalated his concerns to our management teamA technician is scheduled to visit *** ***’s property today to address his concernsEvery phone call has been followed up on, so this
customer is assured that his technical issues are being addressedWe look forward to resolving these technical issues as quickly as possibleThis customer, like all our customers, is a valued member of the Wave2Net familyWith Kindest Regards,Kathy G*** Wave2Net Customer Billing and 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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

From: Kathy G*** Date: Mon, Dec 21, at 10:AMSubject: ID# *** & ***To: ***@myRevdex.com.orgDear *** ***,
Ref ID# *** In response to the referenced complaint, I offer the following information;Reference Invoice #*** dated 7/31/(attached) *** *** had her internet service with Wave2Net installed on 7/31/She asked our installer to trench our cable.Since this is not part of our installation process, as stated on the bottom portion of her invoice, our installer did not do it.*** *** then called our office and requested that the trenching be doneWe did as she asked and sent an installer to her residence to trench the cableShe then did not want to pay for the trenching that she had requested.*** *** sent her complaint to the Revdex.com on 11/18/She then contacted Wave2Net and paid her past due bill on 11/20/As far as Wave2Net is concerned, this is a closed issue and she remains a valued customer