Wave2Net, LLC

From: Wave2Net AccountsDate: Wed, May 25, at 4:PMDear *** *** 5/25/16In response to *** ***’s rejection of our answer to his complaint # ***, I offer the following; 1. *** *** signed a 2 year contract that ran from 8/8/through 8/8/17. 2. *** ***’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 PURPOSE. 3. Wave2Net determined that we could no longer provide our 4th Generation Wireless Service to *** ***We did, however, offer alternatives that were refused by *** ***. 4. 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. *** *** 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 resolved. Respectfully,Kathy G***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, 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,
*** ***

From:? Wave2Net AccountsDate: Wed, Jun 8, at 1:
PMRevdex.com? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 6/8/K StNW, 10th? FloorWashington, DC 20005-3404Attn; *** ***Reference Complaint # ***? Dear *** ***,? ? In response to Complaint# ***, I offer the following;*** *** 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 *** *** returned his equipment.? After contract cancellation *** *** 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*** *** called and paid the $on 6/3/16, leaving a $balance on his account.? While we are sorry to lose *** *** 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 *** *** well in all his future endeavors.? Sincerely,Kathy G***Wave2NetCustomer Billing &Accounting Clerk?

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 Administratively Resolved]
? Complaint: ***
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,
*** ***

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

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

Subject: ID# ***To: ***@myRevdex.com.orgDear *** ***, ? ? ? ? ? ? ? ? ? ? ? ? ? ? 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.In regards to *** ***’s complaint, we do apologize if there has been a delay in resolving your issueI assure you, someone from our support department will contact you to help resolve any issues you might be reporting.?

[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: 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,
*** ***

[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: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 ***'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/overloaded.? Our 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.? ? ? -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 ***’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 *** 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,
*** ***?

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: ***
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,
*** ***

In response to Complaint # ***, I offer the following; *** *** has been informed about the charge of the service call as explained in the following document; as well the customer could have returned the equipment to our warehouse at no charge to him.? *** *** called to cancel his
service with Wave2Net on May 9, At that time he informed us he was moving to another locationPer our contract, in Section 4, Paragraph it states the following: 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 requiredA site survey was performed on May18, 2016; it was found that Wave2Net could provide service to the new location*** *** informed Wave2Net that he did not want to continue service at the new locationThe customer decided he was going to pay out his contract every month until his contract expired on November 18, On August 31, 2016, we sent the customer an email including the cancellation summary (I have attached the summary) which the email stated there was a charge of $for the equipment retrievalThe customer replied back to the email stating, he still had access to the location and still uses the Wave2Net equipment and that he was going to keep the service until the contract expiredHe then stated in the email “As we get closer to the November I will notify the warehouse and drop the equipment off or if necessary? I will arrange a day and time for you company to retrieve the equipment.” We are in the process of upgrading the tower that provides *** *** with serviceThe current setup that *** *** had would no longer work after October 13, Due to this upgrade an equipment switch was necessary at *** ***’s home to continue to provide him with the contracted service until his contract expired on November 18, Wave2Net called the customer to schedule a service call to exchange his current equipmentAt the time, we called the customer to schedule the new piece of equipment installationThe customer inquired if we could just pick up the equipment, we informed the customer that we were only scheduling change of equipments for that dayBut if he wanted to schedule the equipment pick up we could schedule for a different day, but there was a charge of $We informed the customer that he had the option to return the equipment to our warehouse at no chargeHe informed us to schedule the change of equipment appointmentWe called *** *** the day of the service call to inform the customer that we were on our wayHe informed our Scheduling Manager that he had a conference call at 11:am and would need the internetWe made a change to our schedule so that *** *** was not our first appointment of the dayWhen our technician arrived at the customer’s home, there was a note from the customer (I have attached a picture of the note) stating just to take the equipment and do not install anything newAn adjustment had to be made for the other customers scheduled for that day, due to the change in the type of appointment.? The customer was aware of the charge for the service call to pick up his equipmentThe $charge will stand which the customer has paidThere should be no complaint as the customer was well informed of the chargeRegards, Michele S*** Office Manager Wave2Net

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

From:? Wave2Net AccountsDate: Thu, Jun 2, at 3:PMRevDex.com? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Reference # ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Date 6/1/16? Dear *** ***,? 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 # *** 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 # *** 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 *** *** 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 *** ***, 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 ***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***Wave2Net

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

From:? Wave2Net AccountsDate: Wed, Jun 8, at 1:PMRevdex.com? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 6/8/K StNW, 10th? FloorWashington, DC 20005-3404Attn; *** *** ***Reference Complaint# ***? Dear *** ***,? ? ? In response to Complaint# ***, I offer the following;? On May 16,at 9:AM,? *** 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 *** *** 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, *** *** 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, *** *** 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 *** ***’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/*** *** 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.? *** ***’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 *** *** as a customer, but wish him well going forward.? Sincerely,Kathy G***Wave2NetCustomer Billing &Accounting Clerk

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 #[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

Wave2Net strives to provide our customers the highest quality of internet service. Our service does not guarantee speeds which we have outlined in our contracts and our Terms of Service. We 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 6:00 pm. Our Technical Support department received two calls from [redacted] in the past two months.  The first call was on September 9th, 2017.  [redacted] reported having no internet.  Our tech support team checked his tower and found it was not experiencing an outage. Following 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, 2017 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 30 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 2016 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 have. Regards, Wave2Net

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 terrible. Writing responses back and forth is pointless. Obviously, they are not changing their response to our plead to no longer do business with them. I feel they do not care about resolving our poor internet service and just keep stating what their contract states....that they don't guarantee ANYTHING. I feel nothing was accomplished by this action. They 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 business. Poor management! I will continue to recommend them to NO ONE! 
Regards,
[redacted]