Wave2Net, LLC

In response to Complaint #***, I offer the following;Wave2Net appreciates *** *** ***' 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*Office
ManagerWave2Net

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 equipmentWave2Net 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

In response to Complaint # ***, I offer the following; Wave2Net did not remove the equipment and therefore have no reference if the equipment was working as Mr*** statesThe statement about levels of service has no validityThe equipment was returned to Wave2Net in an altered condition from when it was installedIt did not work properly and could not be used once it was returned The customer signed the Wave2Net contract and in section it explains the equipment is the customer’s responsibility until returned to Wave2NetThe customer is responsible for damage, costs for repair or replacement of the equipment Section 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 equipment The equipment Mr*** returned cannot be used and had to be replacedTherefore, the charge to replace the equipment is valid We are sorry Mr*** does not agree with this policy; however he signed a contract stating he would abide by it Regards, Michele S*** Office Manager Wave2Net

[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,
*** ***

[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 complainThey 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 twiceThe 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 towerYou don't work on your own equipment unless you know it's your equipmentHow this is still going on and is in any way considered appropriate is beyond meYet we are still sitting here with the same problem
Regards,
*** ***

[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: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,
*** ***

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

[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: Wave2Net AccountsDate: Tue, Jun 21, at 1:PMSubject: To *** ***’s rejection of our response to his complaint # ***, I offer the following;*** ***’s connection issues were addressed on 6/8/Our staff has left numerous phone messages for *** ***, (6/8, 6/9, 6/10, 6/13, 6/14, 6/16, 6/20, and 6/21/16) asking him to please contact our Technical Support Department*** *** called this morning and spoke to Technical Support*** *** has never lost connectivity and we are still attempting to assess his speeds, which are not dedicated. Respectfully, Kathy G***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: 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.

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] October 9, 2015 Dear *** ***: 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 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.Per our contract and Terms 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 contractUnder section 4.2, it states the following: Terminating this Agreement You may cancel this Subscription within thirty (30) days of the date of this Agreement or if you move out of Wave2Net’s service area by providing Wave2Net a notice of termination either in writing or by email sent to [email protected], and by paying a $Early Termination FeeRelocation address verification is required. We received a written notice from *** *** on 9/15/After the review of *** *** account, we sent the customer his Wave2Net Cancellation Summary on 10/2/and again on 10/9/via emailHis account has been cancelled as of 9/15/and *** *** will no longer receive any bills from Wave2NetAll refunds are typically issued via check within business days of equipment retrieval as long as the account has been closed properlyThe equipment has not been returned as of today 10/9/We cannot process the refund due to *** *** until all Wave2Net owned equipment has been returned and evaluated to be in proper working orderOnce the equipment is received, our accounts payable department will be notified that the refund needs to be sent*** *** will receive a refund for prepaid service from the date of cancellation thru his paid thru date, which is September 15, thru January 1, The installation fee is non-refundable as stated in his signed contract (attached)All other items were credited back to *** ***’s account less the site survey fee and the early termination fee and will be refunded via check once the equipment has been returned. Please let us know if we can be of further assistance.Sincerely, Krista H***Customer Billing & Accounting ClerkWave2Net High Speed Wireless InternetPhone: *** Ext: ***Fax: ***

In response to Complaint # ***, I offer the following;*** *** had wireless internet installed on 4/21/16, so her problem could not have occurred on 3/28/as reported to youShe could not have possibly spoken to our company on 4/4/16, as reported to you, because she had not been installed
yetShe did contact our company on 5/20/to report that she was having problems enabling her VOIP (Phone) system and we spent a lot of time researching her problem and trying to find a solution for herWhen we contacted her IT Department, they informed our Technical Support Department that all that was required for her phone system was mbps downWe informed the customer that her speeds exceeded thatIt was determined that this was not an issue with the internet getting to her houseThis was a network or equipment issue not related to Wave2Net.On 6/14/Tech Support contacted *** *** to tell her that we had speed tested with two of her neighbors and that they were very pleased with their speedsWe asked if we could check her current connections and speedsShe had already disconnected our equipment and she refused to reconnect and test with usShe also asked to cancel her contractOur office manager contacted *** *** and explained that if she wanted to cancel, she would still have to pay out her contract** *** was upset because she had just spent a lot of money on a new system for her internet needsThe office manager told her that she did sign a contract with Wave2Net and she was required to fulfill that contractShe told our office manager that we were not fulfilling our part of the agreement.She was informed that we were providing internet serviceWe had even spoken to her company’s IT Department to try and work through her phone issuesThey told us that only mbps down was required for her phone service to workOn May 3rd , when we ran a speed test, she was getting mbps downWe have done everything we can do to make sure she is receiving internet serviceWe asked her to turn on her equipment and work with our Technical Support Department, so that she could see that it was all working wellShe refused and said that she had already gone out and spent a lot of money on a new system.On July 6, we received an official cancellation notice from *** ***She stated “There is no line of site from the receiver to the repeaterRemove my credit card and refund paymentsThese payments will be disputed.”On 7/14/some of the equipment was returned.We emailed her the following on 7/15/16; “Your contract is still validIf left unpaid it will go to our attorney, due to the size of the balanceI hope this action will not be necessaryWe are willing to work with you either through our Technical Support Department or with a payment arrangementI regret you are not satisfied with your service, but turning in our equipment and stating that you are cancelling will not negate the contract or your balancePlease call the office if you have any questions.”The rest of our equipment was turned in on 7/18/16.We are still willing to work with *** *** as her contract is still valid until 4/21/18, however since she has already returned all of her equipment, it is now up to *** *** to pay off her contract balanceWe were providing internet service to *** *** and trying to assist her in any way we could to maintain a satisfied customerWe would still be providing service had she not returned her equipmentFor those reasons, no refund will be providedRespectfully, Kathy G*** Wave2Net 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

[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:
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,
*** ***

Wave2Net appreciates *** *** 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*** Office Manager Wave2Net

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 equipment The 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 customer Since 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***

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,
*** ***

From: Wave2Net Accounts Date: Wed, Dec 23, at 1:PMSubject: Reference ID# ***To: ***@myRevdex.com.orgDear *** ***, 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 *** *** 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 *** *** 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 *** *** 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.*** ***’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***Wave2NetCustomer Billing and Accounting Clerk

In response to Complaint # *** I offer the following; Wave2Net strives to provide our customers the highest quality of internet serviceDue to the growth of dense foliage, Wave2Net is unable to offer the speeds that were originally specified in *** ***’s Wave2Net contractOn February 10th,
our technical support staff received a call from *** *** to troubleshoot slow internet serviceIt was determined that the problem would need to be escalated to our network engineerThe network engineer made a service call on February 14th, and it was determined that the strongest signal was going to be less than what the customer signed up forOur staff reached out to the customer on February 15th about our Sky internet serviceA new installation fee would be required because this is a different type of service*** *** stated that he would think about the arrangementOur staff tried reaching the customer several times with no successAfter receiving his bill for the next quarter on March 15, 2017, *** *** sent in an email in our billing ticket system on April 7th requesting to cancel(Per our Terms of Service, you must send in the 30day cancellation notice into [email protected] or mail the office.) On April 11th, we again reached out to *** *** with no responseOn April 14, our staff sent another email to *** *** and *** *** respondedHe was not interested in the solutions presented to him and had already made contact with a different internet providerHowever, he was still in contract with Wave2NetAfter speaking with our network engineer and owner, a decision was made to waive the remaining time on *** ***’s contract, a cost to Wave2Net of over $We asked only for a written letter of termination sent to our specific email and the day notice periodRegards, Michele S*** Office Manager Wave2Net