Hughes Network Systems

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]

[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]

Can you say bait & switch. I was told that my installation fee was waived and that I had to pay $99 for a "spot" on the satellite. I am cancelling my service after 40 days and they are charging me a $400 early termination fee and will not refund my "spot" on the satellite. I have asked to cancel the service effective today and they refuse and said it will not be cancelled until the end of my billing cycle...this must be so that they can continue to bill me for service I'm not using. They also won't send me a box to send back their equipment until the end of the billing cycle. This is the absolute worst service I have ever experienced and the customer service people have apparently been trained on being obnoxious and argumentative. STAY AWAY FROM HUGHESNET!!!

April 23, 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 his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that the account is registered to [redacted] and was activated on August 31, 2013. On April 6, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $340.00.   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.  In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $340.00 to her account representing the early termination fee. In addition we have credited the account for two months of unused service as a courtesy and a refund of $99.98 was issued to the card on file on April 7, 2014. Regarding **. [redacted]’s concern of the tech removing the entire dish and patching the holes from the install, Hughes’ subscriber states that Hughes will only remove the radio from the dish. The location and install was signed off on. There is no documentation to support the service not working since the install in August. 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[redacted][email protected]

April 16, 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 the executive customer care division of Hughes, we attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for returned equipment. 
 
After further review, we are unable to locate the unreturned equipment fee **. [redacted] is referring to related to her account.
 
We would need the account number associated with the fee or a credit card statement reflecting the charge.
 
We left a message for **. [redacted] on 4/16/2014 and we are awaiting a return call to resolve her complaint.       
 
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]

Have only had the service since 4-20-16.Was suppose to have 5gb. Old service was 4gb. --This whole month we have had terrible service from
Hughes. It is even slower then the old service was( 4gb),have not been able to watch even the short videos that are on face book, When a video would play (not just be a black screen) it would be stop -go stop-go. Took twice as long to make connections..
When I called 1-866-347-3292, was told we had used up the 5 gb's. We have used the computer less this month (Hughes) then we would use on the 4gb's and not run out with 4gb. It has been so bad we don't even want to use the computer..
I well tell every one how bad Hughes service is and I will be disconnecting. We are a very unhappy!! They are guilty of false advertising !!
Read The ad, you will see that it is false ....NO WAY can we do Videos ,down load music, Share Photos, Shop.learn,chat, or browse. Its all a lie.

**. [redacted]
Trade Practice Consultant
0in 0pt; text-align: justify;">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 care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his service.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.  As a result, Hughes has applied a one-month service credit to his account in the amount of $92.38. 
 
We are currently looking into **. [redacted]’s account for any underlying issues.
 
**. [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 Support
###-###-####
[email protected]

justify;">May 20, 2014
 
[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 support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement in order to begin his 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.”
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees.  However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.
 
We value **. [redacted] as a customer and would like to restore his faith with our service. Hughes would like to do some troubleshooting to determine any underlying issues with his service to meet his expectations.
 
**. [redacted] may contact me at the number below for closure to his 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. 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 4, 2014 [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 support division of Hughes, It is our understanding that **. [redacted] has some additional concerns regarding her HughesNet service.
Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees.  However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.
After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days.
**. [redacted] would need to contact me once the equipment has been mailed back to adjust the additional fee 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. 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]

I signed up for Hughesnet's service after researching companies that offered internet in my area. There were only 2 companies available so I chose Hughesnet. The customer service rep I signed up with was very nice, but it turns out that everything he told me were lies. He said the service was enough to run phones, fire TV's, and computers for work and school. Once the service was installed, it buffered constantly and I was only able to use 1 or 2 devices at a time. When I tried to VPN into my work network, I was cutoff or it buffered so much I wasn't able to use it. I'm taking classes online for work and I wasn't able to work on them either because some of my tests are timed and the internet would buffer and cut me off. It was very frustrating so I decided to call and cancel. When I cancelled, it just happened to be about 2-3 weeks past their "30 day trial period" so they wanted to charge me $400.00 as an early termination fee. They worked with me a little, but would only come down $150.00 so I'm still stuck paying $250.00 for awful service, awful customer service and lies. I just want people to be aware that if you live somewhere where Hughesnet is offered, DO NOT USE THEM! It's better to use your cell phone data or go to M[redacted]

[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: It does NO good for me to call them to fix the problem as they claim ?, as it continues
to exist regardless of what they claim it's resolved (NOT). MY computer is still freezing in the middle of banking,etc,dowloading
taking 10-15 minutes to do so. As long as they continue to bill me for nothing, I will continue to report them to you and the FTC.
Unless they come and take their equipment out (NO money out of my pockets),these complaints WON'T STOP / MONTHLY.Regards,[redacted]

February 27, 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 his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on November 21, 2013. On February 8, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00. 
 
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.
 
In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $385.00 to his account representing the early termination 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]

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 service was activated on March 14, 2014. [redacted] initially requested to cancel the service on April 14, 2014 and was granted an extension of the 30 day period to cancel without penalty. [redacted] did request to cancel the service again the following month. On July 11, 2014, [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $370.00.   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.  In light of the difficulties [redacted] experienced with our service, we have issued a credit of $370.00 to her account representing the early termination 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,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

August 19, 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 previously attempted to contact [redacted] and have responded to two letters assigned to complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service.  Regarding [redacted]’s latest concern, our records indicate that a complimentary dispatch has been scheduled and completed to resolve her intermittent browsing. [redacted]’s pole was reset and her dish was repeaked for optimum signal. 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[redacted][email protected]

July 15, 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 service was activated on February 17, 2014. On May 22, 2014, [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $370.00. A sales call review indicated that [redacted] was informed that [redacted] jack was compatible with our service; however she was informed on February 19, 2014 that Hughes didn’t guarantee the service for [redacted] jack and it was supported by Hughes. At that point [redacted] was within her 30 day period to cancel without penalty but didn’t request a cancellation. 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. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $245.00 to her account representing half of the early termination fee a one month service in the amount of $60.00.   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]

I signed up for HughesNet and after two days Icancelled the service. At. I point during the two day period did I receive 1mbps of download speed!!! They kept my installation money and kept me on the phone for over two hours. If you like dial up speeds, call me hear guys.

July 9, 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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service.  At the time **. [redacted] ordered his service, he 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.” Based on remote diagnostics, **. [redacted]’s service is operating normally. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We left a message for **. [redacted] and if further troubleshooting is needed we will be happy to provide troubleshooting through our advanced technical support representative.   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 Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account and is seeking a the early termination fee waived and modem fee waived.
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period.
 
After further review, In light of **. [redacted]’s issue Hughes can create a complimentary dispatch for a technician to arrive on site to check **. [redacted]’s system components.
 
We have also applied $20.00 off for (4) months to her account.
 
At this point, Hughes will be unable to waive the early termination fee or issue a refund for the lease fee equipment.   
 
**. [redacted] would need to contact me at the number below if she would like for Hughes to create a dispatch for a technician to come to her site.
 
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.
 
 
Sincerely,
 
 
 
[redacted]
Executive Support
###-###-####
[email protected]

[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 not received any funds back as of yet and do not trust what HughesNet tells us based on previous promises and conversations. We were told HughesNet would be sending $204 back to us to cover the funds taken out of our account on 3/24/2014 and $35 for fees from the bank due to this causing insufficient funds, which is different than the reason HughesNet states in their response of "After further review, Hughes has issued a check to the address on file in the amount of $239.00 which represents $125.00 equipment fee, $79.00 service and $35.00 bank fee." There would be no reason to have a $125 equipment fee because an old modem was returned to HugheNet and I own the new one which I am more than happy to return to them also since I have no use for it and wouldn't wish it on anyone else as discussed with the agent who called. This amount should also not include $79 as we owed nothing at the time and the early termination fee was waived because of all the problems we have had as discussed on 3/24/2014 with account management case # [redacted] with HughesNet.
When my wife spoke with [redacted] from HughesNet on 4/15/2014 due to the Revdex.com complaint they discussed that the reimbursement was to replace funds taken out of our account without authorization. [redacted] stated that because we used our card to pay a bill with them previously, even though we were on invoice billing and told them they could use the card for any other transactions but only for this one time transaction and the agent had promised three times that the card would not be kept on file before we shared the card information HughesNet was not required to refund any money. She said they would return the $204 but they really didn't have to. This is concerning to me because I do not feel it is right for a company to be able to take funds from customer without authorizations and when they agree card information will not be kept on file and shouldn't have been. [redacted] seemed to be disinterested in other issues and money lost due to HughesNet error. HugheNet did not address the loss of work by my wife due to being on the phone from 2 to 4 hours at a time because she was on hold and trying to resolve issues, even though she asked they call her back when they came to a resolution and they stated they were not allowed to make outgoing calls, although when the call dropped a couple times, magically they called her back. Our [redacted] cell phone bill for the first time since we've had [redacted] went over the voice minutes that can be proven on the bill due to these calls to HughesNet  which cost us about $200 more on our family plan. HughesNet sent us a replacement modem a few months back because they said the reason our service had never worked correctly or not at all since the beginning of our agreement (which we contacted them about right away and they said we couldn't get out of the contract) was because the modem was not compatible with our system and we sent back the old modem to Hu;ghesNet within the week, using the shipping label they provided from their own system and they should be able to track according to [redacted], yet no one seems to be able to look up that tracking number so my wife offered to send them the new modem we own back to them so they have a replacement modem for the one they can't seem to find. Due to payments and credits promised for poor internet service and the fact that HughesNet generates a bill before usage we owed no fees to HughesNet as also discussed in a three-way conversation with my bank. 
Solution Requested:  In an effort to assist other potential and existing customers of HughesNet, I am asking that HughesNet train their agents better so they are more knowledgeable about proper customer service and the product they have to offer and allow them to transfer customers to the appropriate departments to resolve issues without having to spend hours on the phone to fix a problems since one department does not appear to know what the other department is doing. I would also like to know how it is legal or moral for a company to take funds from a customer without authorization, admit it to the customer they shouldn't have done it but claim to others it is a valid charge instead of resolving issues with the truth. HughesNet is nice to give Gigabytes to customers to help with problem but that does not feed my family or pay my bills. My wife is out over $10 an hour for time spent on the phone trying to fix this problem instead of being able to work her job and we are also out the extra money on our [redacted] bill besides HughesNet taking $199.88 on 12/24/2014 and $203.88 on 3/24/2014 which the bank took back out of our account. HughesNet did credit back to our account last month the $199.88 gradually but it took some doing. Since [redacted] dismissed the conversation about these things my guess is HughesNet doesn't really care about what they have cost our family and if we want any of the funds back we didn't get we would probably need an attorney. We possess a large envelope full of documentation, hard copies, notes and printed emails and chats with HughesNets of conversations since first getting internet service with them with case numbers and names which tell the story and the truth about what HughesNet has promised and cost us. I believe they may be trying to resolve this matter now that the Revdex.com has been contacted but they are not being completely honest about it or even listening to what they have actually cost us financially. If we do actually receive the $239 this would cover the $203.88 and $35 fee taken from us on 3/24/2014 but as of yet we do not have it. We would be happy to discuss what they believe is fair and consider the options other than an attorney.
Regards,
[redacted]

August 23, 2016
 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint ID [redacted]
 
 
Dear Mr. [redacted]
 
In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s account was activated on October 4, 2013 and requested to cancel her service on July 28, 2016.
 
Regarding Ms. [redacted]’s latest concern of not being able to return her purchased equipment for credit please be advised that we have provided the terms and conditions directly from the subscriber agreement. Ms. [redacted] has indicted that the sales agent advised her otherwise, unfortunately it isn’t reviewable to determine what the agent advised because of the length of time since the service was installed. Please be advised that Ms. [redacted] didn’t pay $400.00 for equipment and Hughes has never had a charge of $400.00 for equipment. Hughes’ equipment is $199.99 and the installation for purchased equipment is $199.99. If the equipment is returned within 30 days of being installed only the equipment cost is refunded. Installation and activation fees are non-refundable. Ms. [redacted] paid $99.99 for her equipment when she was first installed due to her receiving an instant $100.00 equipment purchase credit. We have included a copy of her first invoice as a reference.
 

 
We sincerely regret any inconvenience that Ms. [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]
[redacted]
[redacted]
[redacted]