Wave2Net, LLC

unacc[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: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 2 year deal This has created many unhappy people that feel that have been ripped off. I do not intend to pay for their unreliable unavailable poor quality of service and unethical business practices
Regards,
[redacted]

From: Wave2Net Accounts<[email protected]>Date: Wed, May 25, 2016 at 4:23 PMDear [redacted]                                                                     5/25/16In response to [redacted]’s rejection of our answer to his complaint # [redacted], I offer the following; 1. [redacted] signed a 2 year contract that ran from 8/8/15 through 8/8/17. 2. [redacted]’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 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. 3. Wave2Net determined that we could no longer provide our 4th Generation Wireless Service to [redacted]. We did, however, offer alternatives that were refused by [redacted]. 4. The Service Call (a $145.00 charge) was performed for free. His equipment pick-up was free. The balance of his contract was voided and the refund of his prepaid service ($129.55) will be mailed to him within 30 business days. [redacted] was a valued customer and we are sorry we could not provide our 4th generation wireless service to him. We wish him well and consider this complaint resolved. Respectfully,Kathy G[redacted]Wave2Net

From: Revdex.com of Metro Washington DC <[email protected]>Date: Fri, Dec 18, 2015 at 4:41 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From:...

Wave2Net Accounts <[email protected]>Date: Fri, Dec 18, 2015 at 3:19 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected]                                                                                                            October 9, 2015 Dear [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 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.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 contract. Under section 4.2, it states the following: 4.   Terminating this Agreement.2.      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. We received a written notice from [redacted] on 9/15/15. After the review of [redacted] account, we sent the customer his Wave2Net Cancellation Summary on 10/2/15 and again on 10/9/15 via email. His account has been cancelled as of 9/15/15 and [redacted] will no longer receive any bills from Wave2Net. All refunds are typically issued via check within 30 business days of equipment retrieval as long as the account has been closed properly. The equipment has not been returned as of today 10/9/15. We cannot process the refund due to [redacted] until all Wave2Net owned equipment has been returned and evaluated to be in proper working order. Once the equipment is received, our accounts payable department will be notified that the refund needs to be sent. [redacted] will receive a refund for prepaid service from the date of cancellation thru his paid thru date, which is September 15, 2015 thru January 1, 2016. The installation fee is non-refundable as stated in his signed contract (attached). All other items were credited back to [redacted]’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[redacted]Customer Billing & Accounting ClerkWave2Net High Speed Wireless InternetPhone: [redacted] Ext: [redacted]Fax: [redacted]

From: Wave2Net Accounts<[email protected]>Date: Thu, May 19, 2016 at 3:39 PM                 ...

                                        ...⇄ 5/19/16 In response to complaint #[redacted], I offer the following information: It has been determined, through a service call on 5/18/16, that we can no longer provide our 4th generation wireless service to [redacted]. The service call and equipment pick up were not billed to [redacted] and his prepaid service from 5/19 will be refunded to him after 30 business days and his contract voided as of 5/19/16. We did offer our Sky Satellite service as well as our 3rd generation service, which [redacted] has declined. We find that this complaint has been resolved at this time. Sincerely,Kathy G[redacted]Wave2Net

In response to Complaint # [redacted], I offer the following;   Wave2Net strives to provide the best possible service to all our valued customers.   Actual speeds vary, based on the amount of traffic on the internet, content on a particular website or on the overall performance and...

configuration of your personal computer.   Mr. [redacted] has been a valued customer since August 11, 2015.   Mr. [redacted] has contacted technical support to report slower speeds. As a courtesy, Mr. [redacted] has been given 2 credits in the amount of $90 each even though the service we provide is a best effort service and we do not guarantee speeds. We also completed a 2 hour service call for Mr. [redacted] to provide him with a higher gain antenna to improve service at no charge to him. This credit for the service call was $147.00. We have continued to work with Mr. [redacted] consistently when any report to us has been made. We have given the credits as well as try to provide the best level of customer service to Mr. [redacted].   On Friday August 26, 2016 we contacted Mr. [redacted] to troubleshoot with him. Mr. [redacted] was not available but did make arrangements to contact our Technical Support when he was available to troubleshoot with our technical support department.   We consider Mr. [redacted] a valued customer and continue our efforts to provide him our services.           Regards, Michele S[redacted] Office Manager Wave2Net