Hughes Network Systems

July 8, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
File# [redacted]
 
Dear Mr. Dennis:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and is seeking a refund related to the upgrade activation fee and non-sufficient funds.
 
After further review, **. [redacted] was charged $272.35 on 06/20/2014 which included the upgrade activation fee and her monthly service fee. **. [redacted] was offered a free upgrade as a result; Hughes issued a refund of $181.67 the following day which should have offset the initial cost. We have also added a credit of $16.68 to the account leaving only the service plan fee of $74.00 that will be charged.
 
Our notes also indicate that we advised **. [redacted] to inform her bank that we have issued the refund to the account. We can also send her a letter to provide to her bank for possible waiver of the non-sufficient fees.   
 
In light of her issues we have issued a credit on the account for $20.00 off for (6) months.
 
At this point, we are unable to waive the early termination fee.
 
We left **. [redacted] a message informing her of our decision on 07/08/2014 and we are awaiting a return call.
     
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

June 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear **....

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on August 1, 2013. On April 29, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $295.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Per Hughes’ subscriber agreement, purchased equipment must be returned within the first 30 days to receive credit for the equipment. As a one-time exception, If **. [redacted] sends his equipment back we will credit the account in the amount of $200 and that amount will be refunded back to him. **. Haussman must send the radio transmitter which is attached to the arm of the dish, the modem and power supply. We will send a pre-paid label as a courtesy to cover the shipping cost. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

March 12, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
Complaint...

ID [redacted]
 
 
Dear **. Dennis:
 
In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on July 3, 2007.
 
Regarding **. [redacted]’s concerns, we have scheduled a call from our advanced technical support department to address his IP address issues. Once advanced technical support has taken **. [redacted]’s case, they will continue to work with him until the matter is resolved the best way that Hughes will be capable of doing so.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

August 12, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted] Dear [redacted]...

[redacted]: In response to your letter, to the executive customer support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service.  Our records indicate that [redacted]’s service is actually registered to [redacted] and was activated on May 7, 2012. On June 5, 2014 the service was upgraded to our Gen4 service. At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes.  Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In the most recent speed and web response tests taken, the results indicate the service is operating as it should. Our customer support has only received one call since the service was upgraded and there were no problems found at that time. [redacted] will need to troubleshoot the service with technical support so that we can try to resolve any issues that she may be experiencing. If the issues aren’t resolved at the first level of support we can offer [redacted] a complimentary diagnosis of her computer, router, web browser, etc. with Home Tech Support which Hughes uses to troubleshoot issues beyond the actual internet service. We can also have [redacted] troubleshoot with our advanced technical support agent if she is still experiencing issues after her Home Tech Support session.  We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.  Very truly yours,  Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

[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 [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

February 27, 2014
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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
Our Executive Customer Care representative reviewed all pertinent databases. After further review, the refund has been issued to the credit card on file in the amount of $55.04. Unfortunately, we would be unable to issue a refund of the credit card interest.  
**. [redacted] may contact me at the number below with any additional questions. 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
 
[redacted]
Executive Customer Care
###-###-####
[email protected]

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on December 29, 2013 and requested to cancel her service on January 2, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Hughes’ subscriber agreement contains specific language that states customers must return their equipment. “If you cancel within 30 days of activation:No Service Termination Fees will be charged. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”At this point we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. Our records indicate that an order has been created to have a box and prepaid label sent to her. Once **. [redacted] sends her equipment back we will refund the unreturned equipment fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

March 17, 2014
 
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Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted] [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that the [redacted]’s has some concerns regarding their HughesNet service.
 
Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.  HughesNet is not recommended for use with Virtual Private Networks, twitch or RPG online games, online trading, web hosting, or heavy file uploads.”  
 
Regarding the [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of the [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
Hughes will cancel the account without penalty. A box and prepaid label will be sent to the address on file for the successful return of the [redacted]’s equipment. The equipment need to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.  
 
We would need for **. [redacted] to contact me at the number below for her preferred cancellation date.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

[redacted]February 06, 2015
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Mr. [redacted]
Trade Practice Consultant
Revdex.com
[redacted]
[redacted]
Re:       [redacted]
File # [redacted]
Dear [redacted]:
In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.
Our executive customer care representative reviewed all pertinent database records.  “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
“If [redacted] is using a wireless router; it is best to secure the connection by setting a password. There is also a possibility for automatic system updates to add to [redacted] usage. We recommend that [redacted] automatically schedule his system updates during the bonus bytes period (2am-8am). [redacted] can also use a download manager software application to automatically schedule large file downloads to occur during these hours. To avoid unnecessary data consumption, we recommend that the modem be turned off when not at use. [redacted] can monitor his usage by downloading our status meter or view his usage at [redacted] It is strongly advise that each PCs connected to the HughesNet system be checked for a virus or worm. A worm typically causes a PC connected to the Internet to transmit 'useless' information continuously. When this happens, the performance of your HughesNet system will be degraded and may be completely disrupted. To make sure that optimum performance is being received, [redacted] can contact a local computer support to have his system scanned for any possible threats or as an alternative, we can have one of our Home Technical Support assist him with a complimentary session.”
                                        ...⇄ After further review, the Fair Access Policy is a tangible part of our service based on the parameters of each plan. We are unable to revise the policy.
We see that [redacted] recently upgraded to our new “choice” plan and our customer support offered to apply a $10.00 credit off for (3) months towards the plan. In light of [redacted] concerns, we applied an additional $10.00 off for (12) months.
If [redacted] would like to cancel the service, he has (30) days and Hughes will waive the early termination fee before 03/05/2015.
We attempted to notify [redacted] of our decision but the call was dropped. [redacted] may contact me back directly to bring closure to his compliant. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours,
[redacted] Sr. Executive Customer Support ###-###-#### [redacted]

March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted]  Complaint ID...

[redacted]  Dear Mr. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the account was activated on September 27, 2014. On December 31, 2014, Mr. [redacted] called to inquire about his bill and stated he wasn’t informed about the express repair charge, pc essentials, and zone alarm internet security. Those services are placed on the account and credited for the first month and abled to be canceled by request at any point. As a standard, it should be mentioned during the sales call. Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.”  Currently Mr. [redacted] has been switched to invoice billing and in addition we have issued another credit in the amount of $53.55 for three months of the aforementioned services.  We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.  Very truly yours, Darron D. W[redacted]Executive Customer Support###-###-####[redacted]

February 19, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
/>
Complaint ID [redacted]
 
Dear [redacted]:
 
In response to your letter to the executive customer support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.
 
Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted].  Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month.
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, we can issue a partial credit to her account that can be applied toward the early termination should she still want to cancel. Currently her service is still active. **. [redacted] will need to cancel her service with our customer support when and if she decides to cancel. We will be happy to have our technical support department troubleshoot her service to ensure that it’s working as it should.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

You want the real review and rating for this horrible company? Google HughesNet Reviews. They lie, they do not care about their customers, the slowest inter I have ever had in my life. They have limits like a phone plan and the price is outragous for what little we have. You can not play games with them, download speed is horrible and upload speed is even worse ping is awful and I can keep going on. A+ Rating on Revdex.com? Should be a FFF.

[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 HughesNet clearly does not care about its customers. Now I see why they have such a horrible rating; it is a huge learning lesson for me. HughesNet response reiterates what I was stating about them in my complaint; it makes no sense to expect a customer to remove an antenna (or portion of it) from their roof when it was installed by a HughesNet professional. It is dangerous but clearly HughesNet doesnt care which is why they lost my business and countless others. Had I known this, I would not have wasted my time. In addition, the HughesNet techinician drilled through my carpet/floors so now I have to deal with repairing that. HughesNet is horrible when it coems to business and customer service. I have nothing further to say to them. I am disgusted and will not be doing service with them. Thank you.
Regards,
[redacted]

Horrible Horrible company,will not resolve any issues with their service,I pay for 10gb a month and am lucky to get 25% of that as the rest disappears during hours that we are not using anything and in some cases when we are not even home .I can't believe the Revdex.com rating,I wasn't even allowed to file a complaint on this site.I guess the only way to complain is filing a complaint with State or US Attorney's office,if everyone would do that then maybe something will be done about their unethical business practices.

HughesNet, from the very beginning of our business relationship has been unable to provide the service they sold me in July of 2015. I have been in contact with them many times about the awful satellite internet and home phone. Each time I attempt to get it corrected, they transfer me to a technician who assures me that they have checked it on there end and the service is working as it should. The average time for each call is 40 minutes. I even called to cancel the service entirely and after an hour and 20 minutes and 3 transfers, I'm drained and still a paying customer. The internet has never worked well and often doesn't work at all. The home phone service randomly doesn't work. The number one reason for our "temporary inconvenience" is the assumed possibility of bab weather nearby.
I became affiliated with HughesNet while inquiring about the possibility of having internet from Frontier. They told me that they couldn't sign up any more customers from our area code (45155) and they forwarded me to a HughesNet customer service rep. The only true English speaking person I spoke to until I wanted to cancel the service. The only other time was when I was late on a payment and they called me. I thought that would work. After explaining that the service was a joke, she assured me that she would call me the next day and personally work with me on figuring out what the problem was. She didn't call. I still have 14 months left on the contract and I am not paying for this problem much longer. I am working on a way to cancel and tell them to go away. They know they are one of the few options available for rural internet service and it shows that they don't have to work for their customers. Rediculus.

April 12, 2014
size="2">  [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404   Re: [redacted]            Case # [redacted]   Dear [redacted]:   In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns her HughesNet service.    At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement in order to begin her HughesNet service.  “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”   Regarding request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.   After further review, Hughes has waived half of the early termination fee and issued a refund of $202.99 to the credit card on file.   **. [redacted] would need to contact me directly with any additional questions.   We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.     Very truly yours,     [redacted] Executive Customer Support ###-###-#### [email protected]

May 5, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear **. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Regarding **. [redacted]’s latest concern, the cost of installation directly involves the cost to professionally install the equipment as opposed to whether or not the customer is happy with the service. We certainly strive to insure that we are delivering a product that operates that way we say it should and the customer’s happiness is important. Unfortunately, if the installation was signed off on as completed successfully, per the subscriber agreement that portion is non-refundable.  Please be advised that at the time we issued the complimentary one month credit in the amount of $79.99 there was a balance of $137.99. A refund can only be generated to the card on file if there is a credit balance.  We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]

July 17, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted] 
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.
 
Our Executive Customer Care representative reviewed all pertinent database records. Relative to [redacted]’s concern, at the time [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”
 
We value [redacted] as a customer and would need to send a technician to [redacted] site to uncover any underlying issues with his service.  Hughes can create a complimentary dispatch.
 
If [redacted] still wishes to cancel his service; Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment.
 
[redacted] would need to contact me at the number below to bring closure to his concerns.
 
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

[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:We are very happy to hear accommodations have been offered. It is too bad this could have not been offered directly to us- as we could have avoided wasting the Revdex.com's time.We would like to be contacted to set up a time to meet a technician to remove the remaining piece of equipment from our from our former home. We would like to be assured that we will not be charged for this service call- as we were originally told we would be. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on April 26, 2014 and requested to cancel her service on April 28, 2014.  Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Hughes has received [redacted]’s leased equipment and there won’t be any unreturned equipment charges or any other charges on the account.  We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration   Very truly yours,  [redacted]Executive Customer Support###-###-####[email protected]