Wave2Net, LLC

In response to Complaint # [redacted] I offer the following; Wave2Net strives to provide our customers the highest quality of internet service. Due to the growth of dense foliage, Wave2Net is unable to offer the speeds that were originally specified in [redacted]’s Wave2Net contract. On February 10th,...

2017 our technical support staff received a call from [redacted] to troubleshoot slow internet service. It was determined that the problem would need to be escalated to our network engineer. The network engineer made a service call on February 14th, 2017 and it was determined that the strongest signal was going to be less than what the customer signed up for. Our staff reached out to the customer on February 15th about our Sky internet service. A new installation fee would be required because this is a different type of service. [redacted] stated that he would think about the arrangement. Our staff tried reaching the customer several times with no success. After receiving his bill for the next quarter on March 15, 2017, [redacted] 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, 2017 we again reached out to [redacted] with no response. On April 14, 2017 our staff sent another email to [redacted] and [redacted] responded. He was not interested in the solutions presented to him and had already made contact with a different internet provider. However, he was still in contract with Wave2Net. After speaking with our network engineer and owner, a decision was made to waive the remaining time on [redacted]’s contract, a cost to Wave2Net of over $700.00. We asked only for a written letter of termination sent to our specific email and the 30 day notice period. Regards, Michele S[redacted] Office Manager Wave2Net

[redacted],Just received your rejection of our response. I have left a message for you on your home phone 1/5/16 @ 10:30 AM and a message for you on your cell phone 1/5/16 @ 10:32 AM. Please give me a call at your earliest convenience to resolve this issue. Thank You.Kathy G[redacted]Wave2Net###-###-#### Ext [redacted]

Subject: ID# [redacted]To: [redacted]@myRevdex.com.orgDear [redacted],                             Reference ID# [redacted]                                ...

                                                                                    In response to the above referenced complaint, I offer the following information:With all wireless internet, we strive to provide the best service possible to the best of our ability and effort. This is clearly stated in the contract, section 5.2, signed by the customer.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.In regards to [redacted]’s complaint, we do apologize if there has been a delay in resolving your issue. I 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 response. If 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 up. Perhaps you should reach out to me.
Regards,
[redacted]

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 Complaint: [redacted]
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,
[redacted] And [redacted]

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 Complaint: [redacted]
I am rejecting this response because:I am supplying additional documentation regarding the return of equipment. Wave2Net 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 11 to tell me that the D-Link I returned with the rest of the equipment was not theirs. Incidentally, the lady in the office said she did not recognize it as their equipment, which I noted on my equipment return receipt. Therefore, I conclude she must be somewhat familiar with the equipment, but she said nothing about the POE. Wave2Net left a voicemail message (which I now wish I had not deleted) on December 11 concerning the D-Link not being theirs. I called them back immediately to let them know I did not need it and that it could be discarded. At that time, they said nothing about the POE and power cord. Note 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 equipment. The FIRST time they mentioned the equipment was AFTER I filed my complaint with the Revdex.com. Again, I have a voicemail (details noted in a previous message) from January 8 - a MONTH after returning the equipment - saying that they have my January service fee which they were going to refund. At that time they said NOTHING about the POE. Really, it makes no sense for me not to return their equipment. I 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 equipment. I 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 refunds. It is 4 1/2 MONTHS (over 130 days) and I have not even received the monies they think they owe me. 
Regards,
[redacted]

From: Wave2Net Accounts<[email protected]>Date: Wed, Jun 8, 2016 at 1:11...

PMRevdex.com                                  ...⇄                                         ...⇄ K St. NW, 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 5/11/16. We scheduled a service call on 5/13/16 and replaced equipment, trying to improve this customer’s service. This service call was never billed to the customer. We returned to the customer’s residence on 5/19/16 and replaced additional equipment, to again, try and improve his service. This service call was billed on Invoice # 35619 in the amount of $147.00. After further research, it was determined by Wave2Net, that we could no longer provide this customer with service. He had no direct line of sight from his property to one of our towers. With 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 5/19/16. His account was credited for unused prepaid service in the amount of $142.44, leaving a balance of $4.56 on his account. [redacted] called and paid the $4.56 on 6/3/16, leaving a $0.00 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 tower. We wish [redacted] well in all his future endeavors. Sincerely,Kathy G[redacted]Wave2NetCustomer Billing &Accounting Clerk

From: Wave2Net Accounts<[email protected]>Date: Thu, Jun 2, 2016 at 3:11 PMBetter Business...

Bureau                                 Reference # [redacted]                         Date 6/1/16 Dear [redacted], In response to the above referenced complaint, I offer the following information; In regards to invoices: 1. On Invoice # [redacted], this customer paid a #35.00 fee for a Site Survey. This survey determines if the customer has access to a direct line of sight to one of our towers. 2. The second invoice sent was the customer’s installation invoice #[redacted].  This was billed at $392.00. A $90.00 CREDIT, for the first month of service, was applied to this invoice. The customer paid $302.00 for their installation. 3. The third invoice sent was for $163.44 billed on Invoice # [redacted].  This was a pro-rated bill to maintain consistency in service dates. (Service period 5/19/16 through 7/1/16) and had absolutely nothing to do with service disruption or early termination. 4. Their fourth Invoice # [redacted] was for one month of service totaling $107.00. This invoice had a courtesy CREDIT of one week’s service ($20.72) applied. This left a balance of $86.28 for the customer to pay and will process on June 5, 2016. 5. Their fifth and most recent invoice was for a warranty service call.   Invoice # [redacted] in the amount of $147.00.  This invoice was credited in its entirety and no payment is due from the customer. In regards to the contract and guaranteed speed I offer the following: When [redacted] came to the office to sign her contract and pay for their installation, she was asked to read and initial all pages. All 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 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. In regards to contact with the customer, I offer the following: We have documented every call to or from these customers.  All of their calls have been returned in a timely manner.  They have had internet service.  When we called [redacted], for her Customer Feedback survey, she stated:  “The service was working much better and her husband could game now. She was pleased with the service and the credit given.” To conclude the information: The customer has signed a two year contract. We are aware that there was an issue but we have addressed them in a timely fashion.   Our technicians are at the [redacted]s residence today, to install a special ordered piece of equipment that had been on backorder.  We work diligently to address any issues and to keep our customers informed at all times.   Sincerely,Kathy G[redacted]Wave2Net

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Wave2Net wants to ensure that every customer get the proper service. We try different pieces of equipment to get the customer the best signal. We 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 numbers. What this says to me is: "We feel like we shouldn't have to replace **. [redacted]'s router and we do not have the money or don't respect them as a once loyal client and/or customer. You 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 satellites. Being that it was fried/overloaded. Our office hours are from 9 AM to 5 PM Monday through Friday for our administrative personnel and 9 AM to 6 PM for our Technical Support Department. We 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 happen. You 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 gone. In 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 equipment. We cannot do support on customer owned equipment. Our records indicate that the [redacted]’s have been receiving a great signal from our equipment.     -We have not been recieving great signal from your end, I've been dropped out of classes which my grant no longer covers and I have to pay out of pocket, disconnected from service multiple times a day and don't even get me started on the streaming aspect. Your charge high speed Internet and give [redacted] connections. I have had to use my WiFi Hotspot which has better connection that what your company provided.Wave2Net has completed 2 service calls. We 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 then. It 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 router. This led me to call the your tech and that how we found out about the bad port on the router. This was because of the 2nd service call which led your company to install a whole separate unit. You added two satellite units to my one router port and overloaded it while saying it's our fault. The router worked perfectly fine before that installation.We offered these customer’s our expertise and unlimited access to our technical support. Wave2Net 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 30 day period you prolong the issue by not calling back when you say your going to and forcing us past that timeframe. When we want to quit within that 30 day period we have to write you a letter and email it to you for a discontinuance and that alone is a 30 day process so how is any of this fair or legal? After the process for the letter of discontinuance our 30 day trial is up which binds us to a contract. This company is a scam and I hope and pray that it gets shut down within the next year.... In Jesus Name!You are robbing from the people and forcing them with documentation. This is not right nor is it fair and justice will be served.Regards,
[redacted]

From: Wave2Net Accounts<[email protected]>Date: Wed, Jun 8, 2016 at 1:06 PMRevdex.com                       ...

                                        ...⇄ K St. NW, 10th FloorWashington, DC 20005-3404Attn; [redacted]Reference Complaint# [redacted] Dear [redacted],    In response to Complaint# [redacted], I offer the following; On May 16,2016 at 9:42 AM,  [redacted] called the Wave2Net office and spoke to the receptionist. He said he wanted to cancel his service. A 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 service. The manager offered him other options but the customer was not interested in them. The manager verified the customer’s email address. The customer asked if he was still required to give a 30 day notice since he had had his service for 4 years. The manager told him that any termination required a 30 day notice. The customer said that he would note that when he reviewed our company. A written 30 day notice is required per our Terms of Service. On June 3, 2016 [redacted] called the billing department, after he had received his receipt for his monthly credit card payment of $73.00. He said he spoke to the manager on 5/16 about cancelling but did not send a 30 day notice. He 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 30 day notice. We emailed him his cancellation summary and the credit on his account. Again 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 16,2016. He would be happy to sue Wave2Net in Small Claims Court for “Predatory Practices.”  On June 3, 2016 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 cancellation. We require a written 30 day notice, which we received on 6/3/16. [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 7/3/16 to 8/1/16 in the amount of $69.90. This is due to him as a refund and will be issued to him 30 business days after his equipment is returned and evaluated. The pickup of his equipment is free of charge, since he had our Service Protection Plan and had not used it in the previous 12 months. We are sorry to lose [redacted] as a customer, but wish him well going forward. Sincerely,Kathy G[redacted]Wave2NetCustomer Billing &Accounting Clerk

In response to Complaint # [redacted], I offer the following;[redacted] had wireless internet installed on 4/21/16, so her problem could not have occurred on 3/28/16 as reported to you. She could not have possibly spoken to our company on 4/4/16, as reported to you, because she had not been installed...

yet. She did contact our company on 5/20/16 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 her. When we contacted her IT Department, they informed our Technical Support Department that all that was required for her phone system was 1 mbps down. We informed the customer that her speeds exceeded that. It was determined that this was not an issue with the internet getting to her house. This was a network or equipment issue not related to Wave2Net.On 6/14/16 Tech Support contacted [redacted] to tell her that we had speed tested with two of her neighbors and that they were very pleased with their speeds. We asked if we could check her current connections and speeds. She had already disconnected our equipment and she refused to reconnect and test with us. She also asked to cancel her contract. Our office manager contacted [redacted] and explained that if she wanted to cancel, she would still have to pay out her contract. [redacted] was upset because she had just spent a lot of money on a new system for her internet needs. The office manager told her that she did sign a contract with Wave2Net and she was required to fulfill that contract. She told our office manager that we were not fulfilling our part of the agreement.She was informed that we were providing internet service. We had even spoken to her company’s IT Department to try and work through her phone issues. They told us that only 1 mbps down was required for her phone service to work. On May 3rd , when we ran a speed test, she was getting 7 mbps down. We have done everything we can do to make sure she is receiving internet service. We asked her to turn on her equipment and work with our Technical Support Department, so that she could see that it was all working well. She refused and said that she had already gone out and spent a lot of money on a new system.On July 6, 2016 we received an official cancellation notice from [redacted]. She stated “There is no line of site from the receiver to the repeater. Remove my credit card and refund payments. These payments will be disputed.”On 7/14/16 some of the equipment was returned.We emailed her the following on 7/15/16; “Your contract is still valid. If left unpaid it will go to our attorney, due to the size of the balance. I hope this action will not be necessary. We are willing to work with you either through our Technical Support Department or with a payment arrangement. I 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 balance. Please 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 [redacted] 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 [redacted] to pay off her contract balance. We were providing internet service to [redacted] and trying to assist her in any way we could to maintain a satisfied customer. We would still be providing service had she not returned her equipment. For those reasons, no refund will be provided. Respectfully, Kathy G[redacted] Wave2Net Customer Billing & Accounting Clerk

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 24 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 AGAIN...10 days 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 2 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 2 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 5/18 - 7/1.  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 6 download and 2 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 0.25 or worse.  I should be compensated back for the entire month of May and an additional month or 2 because the service was so bad and I definitely did not get what I paid for.
Regards,
[redacted]

From: Wave2Net Accounts<[email protected]>Date: Tue, Jun 21, 2016 at 1:34 PMSubject:  To [redacted]’s rejection of our response to his complaint # [redacted], I offer the following;[redacted]’s connection issues were addressed on 6/8/16. Our staff has left numerous phone messages for [redacted], (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. [redacted] called this morning and spoke to Technical Support. [redacted] has never lost connectivity and we are still attempting to assess his speeds, which are not dedicated. Respectfully, Kathy G[redacted]Wave2Net

[redacted] 4/15/16 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 2016 in the amount of $97.64. This credit was for prepaid service as well as a customer referral. We waited 90 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 $47.00. We then used part of the credit she had on her account to satisfy that invoice. Once that invoice was paid it left a credit balance of $50.64. That is the amount that will be returned to Mrs. [redacted] within 30 business days of the date of her last invoice. Sincerely,   Kathy G[redacted]   Wave2Net

In reference to Complaint # [redacted] I offer the following; [redacted] has spoken to every department at Wave2Net. We have documentation of every time she has called the office and every time Technical Support has tried to work with her. The problems that she had were with her internal network and not related, in any way, to the service we were providing. Our Technical Support Department made numerous recommendations regarding her internal network, but she was not willing to try these recommendations. We cannot support our customer’s internal networks (privately owned equipment). Wave2Net is able to provide [redacted] service at reliable speeds and would still be providing her service if she had not returned her equipment. [redacted] has refused to contact Wave2Net therefore we are proceeding with our collection process. This is clearly stated in the contract, signed by [redacted]. Section 3 Paragraph 5 states” You shall pay the quarterly subscription fee plus any equipment fee, collection costs and reasonable attorney’s fees incurred in enforcing this agreement.”  We do wish [redacted] well in her future endeavors. We still offer our services and would wish [redacted] would contact Wave2Net. With Kindest Regards, Kathy G[redacted] Wave2Net Customer Billing & Accounting Clerk

Wave2Net Accounts <[email protected]>Date: Fri, Dec 18, 2015 at 4:11 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected]                     ...

                                                                                                  September 14, 2015Dear [redacted],                             Reference ID# [redacted]                                                                                                                       In response to the above referenced complaint, I offer the following information:With all wireless internet, we strive to provide the best service possible to the best of our ability and effort. This is clearly stated in the contract, section 5.2, signed by the customer.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.We have record of every time this customer called our office and recordings of every phone call to both our office and technical support. We 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 department. Credits are only issued for any 24 hour period without service. There 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:3.    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 indicate. If you make an appointment for Wave2Net to retrieve all of its equipment from your location standard service call charges will apply. If 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 account. The service call fee is charged to every customer when we must go out to their residence, even for equipment retrieval as stated in our contract. Please let us know if we can be of further assistance.Regards,Kathy G[redacted]Wave2Net

...

                         12/18/15                                                                            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 5.1 and 5.2, signed by the customer on August 7, 2015: 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.   [redacted] contacted our office on 6/23/15 regarding his internet speed issues and was transferred to TechnicalSupport to see if they could assist him. We have no record of any additional complaints from [redacted]And he continues to remain a valued customer.Regards,Kathy G[redacted]Wave2Net

Dear [redacted],       In response to complaint# [redacted], I offer the following information; **. and [redacted] have been a valued customer since 2005. **. and [redacted] requested an upgrade in December of 2015 and signed a one year contract on 12/2/15. The upgrade was...

completed on 12/10/15. During the time of December 10, 2015 and May 18, 2016, we have not had any issues or complaints from **. or [redacted]. May 18, 2016 - The customer called and was upset that the service was not working correctly and their speeds were slow. We scheduled a Service Call for the next day, 5/19/16. May 19, 2016 - Service call to check cables and check speeds. Speed test conducted by Wave2Net technician using customer’s ipad, connected wirelessly to the router. Results - 4.5/2.63. Test repeated with technician’s laptop 10+ times using different speed test servers with results averaging 5.2/2.6. Repeated test with short cable outside at radio 5+ times with the same results. After all speed tests were run the technician checked the customer’s device and connectivity results were 5.1/2.3. June 1, 2016 – Technical Support called customer and his speed tests were 4.5-5 mbps. Customer said service was ok and he did not have time to troubleshoot with technical Support. June 2, 2016 – Technical Support again called the customer and the customer stated that the service was working well. June 6, 2016 – 9:55 AM- Customer and his wife came into the office and asked to speak with the owner, who was not in the office at that time. They demanded that the office manager contact the owner and have him come into the office to meet with them. The office manager explained that she could not comply with their request but would be happy to leave a message for the owner, when he returned. The customer then complained about flux in speeds and that they wanted out of the contract. They threatened that if they were not let out of the contract they would blast Wave2Net all over social media. Our call logs do show a call to this customer at 5:42PM on June 6, 2016 which lasted over 1  minute. A second call was placed to this same customer at 6:42 PM on the same date and a voicemail message was left. We do not purposefully hang up on our customers. We are always willing to assist. We continue to recommend that this customer address their internal network and our Technical Support Department has tried to troubleshoot with the customer, but the customer refused our offer. **. [redacted] left a message on June 6th at 6:38, stating he was returning the owners call. June 9, 2016 – The owner spoke with the customers, who are requesting cancellation of their contract due to Wave2Net not being able to provide service to them. We have confirmed that we can and are providing service and their request is denied. Service and billing will continue. Our offer to troubleshoot with this customer to determine the root of their problem still stands. Respectfully, Kathy G[redacted] Wave2Net Customer Billing & Accounting Clerk

In response to Complaint # [redacted], I offer the following; [redacted] 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.  [redacted] called to cancel his...

service with Wave2Net on May 9, 2016. At that time he informed us he was moving to another location. Per our contract, in Section 4, Paragraph 2 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 $50 Early Termination Fee. Relocation address verification is required. A site survey was performed on May18, 2016; it was found that Wave2Net could provide service to the new location. [redacted] informed Wave2Net that he did not want to continue service at the new location. The customer decided he was going to pay out his contract every month until his contract expired on November 18, 2016. 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 $92.00 for the equipment retrieval. The 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 expired. He 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 [redacted] with service. The current setup that [redacted] had would no longer work after October 13, 2016. Due to this upgrade an equipment switch was necessary at [redacted]’s home to continue to provide him with the contracted service until his contract expired on November 18, 2016. Wave2Net called the customer to schedule a service call to exchange his current equipment. At the time, we called the customer to schedule the new piece of equipment installation. The customer inquired if we could just pick up the equipment, we informed the customer that we were only scheduling change of equipments for that day. But if he wanted to schedule the equipment pick up we could schedule for a different day, but there was a charge of $92.00. We informed the customer that he had the option to return the equipment to our warehouse at no charge. He informed us to schedule the change of equipment appointment. We called [redacted] the day of the service call to inform the customer that we were on our way. He informed our Scheduling Manager that he had a conference call at 11:00 am and would need the internet. We made a change to our schedule so that [redacted] was not our first appointment of the day. When 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 new. An 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 equipment. The $92.00 charge will stand which the customer has paid. There should be no complaint as the customer was well informed of the charge. Regards, Michele S[redacted] Office Manager Wave2Net

From: Wave2Net Accounts <[email protected]>Date: Wed, Dec 23, 2015 at 1:49 PMSubject: Reference ID# [redacted]To: [redacted]@myRevdex.com.orgDear [redacted], In response to the above referenced complaint, I offer the following information.As with all wireless internet providers, we strive to...

provide the best service possible to our 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