Complaints

This profile includes complaints for Hughes Network Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hughes Network Systems, LLC

  11717 Exploration Ln Germantown, MD 20876-2711

  
• 

  HughesNet

  1350 N Kolb Rd Tucson, AZ 85715-4945

• 

  Satellite Star Internet, LLC

  1101 Red Ventures Dr Fort Mill, SC 29707-5005

• 

  Hughes Network Systems, LLC

  17315 Tamiami Trl North Port, FL 34287-7295

• 

  Hughesnet High Speed Internet

  50 S Nevada Ave Colorado Springs, CO 80903

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i received a call from a lady saying she could save me money on my internet and i would like the service better i am a 76 yr old widower on social security of 1500.00 per month so saving money influenced me to sign up to hughes net for my service the man who installed the equipment warned me that i probably would not be satisfied with\ the service i should have listened to him as soon as i tried to use the service i realized that he was right the response time was unacceptable i unhooked the equipment and contacted capital one and filed a dispute so no more money would be paid to hughes net i returned the equipment and received a email stating that i had cancelled from hughes net capital one credited my account and i assumed the case was closed however 470.00 dollars was taken from my bank account which overdrew me i borrowed the money from a friend because capital one said they would put the money back into my bank but now they say the case is closed and there is nothing they can do hughes net says there is nothing they can do i don't have the money to repay my friend please help me

  Business Response

  Date: 10/18/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*********************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ***** has concerns regarding the HughesNet service.
  
  HughesNet apologizes for the technical difficulties that may have been affecting *** *****'s services. We strive to offer quality, reliable internet and regret when we are unable to provide this. There is a known issue affecting speeds in *** *****'s area that is not localized at his home. Currently, we have no estimated time of correction. *** ***** was refunded $160 of the $470 early termination fee. For the technical issues in his area, I have credited the remaining $310 that was charged. That credit will be refunded in the form of a check that should arrive Arrive within 6 weeks.
  
  We sincerely regret any inconvenience that *** ***** 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.
  
  Respectfully,
  
  M. F*****
  HughesNet Executive Customer Care

  Customer Answer

  Date: 10/20/2022

  [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: ********
  According to *********** they paid over one thousand dollars to Hughes net and Hughes net is still trying to debit my account for more money

  I am rejecting this response because:
  
  Regards,
  
  *********************

  Business Response

  Date: 11/21/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*********************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ***** has concerns regarding the HughesNet service.
  
  Our records show that *** ***** was charged $470 in termination fees. I have included a screenshot of the charge. He disputed the payment and the amount of the termination fee was reversed retaken several times. This is the same $470 going back to the customer and then being repaid, not separate amounts. We subsequently sent refund checks totaling the termination fee of $470. I am including a screenshot of that refund process.
  
  We sincerely regret any inconvenience that *** ***** 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.
  
  Respectfully,
  
  M. F******
  HughesNet Executive Customer Care

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is in regards to poor service from HughesNet and their unclear commitment terms that seem to be purposefully hidden upon signing up. I had recently purchased a house in a rural area that had limited internet options. When I signed up for their service online, there was no mention of any early termination fees. The only indication that there might be issues when canceling is a statement near the bottom of the page saying, service plans require a 24-month commitment. This statement is well below any of the plans that you can click on, thus you would never see it when signing up. Additionally there is no mention of the $400 fee on the page. Also the service that is promised when signing up is only on paper and you will never see anything close to it. This service has been abysmal and is nearly impossible to do anything on. I have started school online and all of the data runs out within the first day or two. *** decided that because of the terrible service, I wanted to cancel. I was astonished by the $400 cancelation fee that wasnt previously mentioned. What pains me even more is seeing so many others be put in this same type of situation.

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  
  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: ***** ******
  

  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ****** to address the outstanding matter regarding the performance of his HughesNet service and his request to cancel without a termination fee.

  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate *** ****** never contacted our technical support department to alert us that the services were not performing as advertised. We can only assume that the service is working properly and we did not have the opportunity to address *** ******'s technical concerns. When customers are experiencing issues with their service, they are encouraged to contact Customer Support so that our agents can perform real-time troubleshooting with the customer and determine the underlying issue. On October 11, 2022 HughesNet offered troubleshooting to correct his problem, but he declined this offer. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee.
  

  Regarding *** ******'s request to cancel without penalty, please be advised the HughesNet subscriber agreement at www.legal.hughesnet.com contains specific language advising our customers that "If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service". Consequently, we believe that we have a contractual right to assess this fee. Nevertheless, to reach an amicable resolution, HughesNet submitted an immediate cancellation and agreed to waive 50% of the early termination fee in the amount of $177.50. Additionally, a credit will generate for unused service between October 11, 2022 through November 4, 2022 and the credit will apply towards early termination fee balance. *** ****** accepted the offer and acknowledged he understood.
  

  It is the customer's responsibility to ship back the equipment [see attachment]. A prepaid shipping label, a box, and instructions will arrive within 7-10 business days. Please return the modem, power cord, and the radio transmitter no later than November 26, 2022 to avoid being charged an Unreturned Equipment Fee of up to $300.
  

  We sincerely regret any inconvenience *** ****** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.
  

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hughesnet case ********* I was promised a $324 refund to my credit which was charged by hughesnet unauthorized in July. Hughesnet failed to pick up equipment as promised, and breached the contract by failing to provide service. Then months later, hughesnet charged my credit card AFTER I removed all authorization to charge my credit card. I have spent many hours trying to resolve this issue. Every time, the call center promises it is resolved and a refund will be issued, and then I never receive the refund.

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: *** *********
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** ********* to address the outstanding matter regarding her refund request. Unfortunately, we have been unsuccessful in establishing contact with *** *********.
  Our Executive Customer Care representative left a voicemail notifying *** ********* the Better Business Bureau Complaint ID ******** is a duplicate complaint as the original Better Business Bureau Complaint ID ********. On September 26, 2022 we spoke with *** ********* and notified her the refund check was mailed to the *********** **** address. We acknowledged the new mailing address on ****** **** ****. We also notified *** ********* the original refund check must be voided to reissue a new refund check to ensure it is mailed to the updated mailing address and the process may take up to 45-days which expires on November 10, 2022.
  We sincerely regret any inconvenience *** ********* may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.
  

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is in regards to poor service from HughesNet and unclear commitment terms that seem purposefully hidden at registration. I moved to a rural area with very few internet options. Upon registration, their website makes almost no mention at all of an early termination fee. On the page with a listing of all the plans they offer there is only one text statement mentioning "Service plans require a 24-month commitment." This statement is about halfway down the page, well below all of the plan options that you can click on. It is not very noticeable at all. There is no mention of a $400 cancellation fee anywhere on the page. After signing up, I began to use the service, which was slow but usable. Shortly after, my data disappeared despite my low usage. They were very unhelpful in resolving this via. customer service. Additionally, the speed they promised was not what I experienced and I experienced over a week of complete outage, which in a rural area is extremely challenging, even dangerous (no cell service). Their internet speed claims and level of service both with the internet and customer support are horrible. I work from home and I could hardly even load a webpage. I decided that due to of the terrible service and slow speed, I needed to cancel. Now having a throttled data plan down to about 1mbps the internet was completely unusable. After speaking with a rep, I was astonished to find that there is a $400 early termination fee that I had not previously seen any information about. Additionally when looking online for how to cancel hughesnet, you can clearly see that just a few years ago they allowed users to cancel for free within 30 days, however they recently removed that. Undoubtedly after so many were cancelling. I stuck with it and tried to receive support and resolve the issue, but have run into many more outages and continual terrible service.

  Business Response

  Date: 10/03/2022

  October 3, 2022
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: ****** ****
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** **** to address the outstanding matter regarding the performance of her HughesNet service and her request to refund the termination fee.
  At the time *** **** ordered service, we explained the HughesNet subscriber agreement at www.legal.hughesnet.com contains specific language advising our customers that "If you cancel after activation but before the end of your 24-month term commitment, you will be charged and Early Lease Termination Fee. The amount of the Early Termination Fee will be up to $880. The exact amount of the Early Termination Fee will be $880 for the first month after activation of the HughesNet Service. Thereafter, the amount will decrease by $35 per month for each month of active Service". Consequently, we believe that we have a contractual right to assess this fee. Nevertheless, to reach an amicable resolution, HughesNet agreed to waive a portion of the termination fee that was charged to *** ****'s account after cancellation. A refund in the amount of $223.92 will be issued to the ********** on file within 30 days. HughesNet apologizes that our services did not meet *** ****'s expectations.
  Regarding *** ****'s concern with returning the equipment, please be advised *** ****'s account was activated on February 4, 2022 and accounts activated prior to August 28, 2022 are not required to return the equipment.
  We sincerely regret any inconvenience *** **** may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:09/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hughes net took $226.61 on 8/18.from my bank account. This was unauthorized. My bank assisted with returning the money to my account and Hughes offered 3 months internet service free for the inconvenience stating they accidentally charged for a service fee that was supposed to be free.( A wind storm had turned the dish)Then on September 13th Hughes net contacted my bank obtained a payment reversal and retook $226.61. I called them- they said it was an error on their part- and now would refund only $150. That it would be back in my bank account in 24-48. It didn't happen- called them today- they are unable to assist. I have my account number and claim numbers for calls with Hughes net. I'm requesting my money be returned to me via check. I canceled my service as I no longer feel safe with this company.

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  *** ***** ******
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  Complaint ***********
  
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted **************** to address the outstanding matter regarding an unauthorized draft for a service fee and his request for a refund.
  Our Executive Customer Care representative reviewed all pertinent call logs and database records. We reviewed the call **************** completed on July 18, 2022. The call confirmed HughesNet disclosed the dispatch fee in the amount of $150. **************** accepted the fee. Nevertheless,HughesNet still agreed to refund dispatch fee in the amount of $150.We notified **************** on September 22, 2022 the refund was issued by mail to deliver to the site address and to please allow mailing time.
  Regarding ******************** request to cover bank fees, please be advised the HughesNet subscriber agreement at ************************************************* contains specific language advising our customers that "You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement" and "Hughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and Hughes" [see attachment].
  Regarding ******************** concern with drafting $226.61, please be advised the $226.61 represents the dispatch fee in the amount of $150 which was refunded and bill period August 18, 2022 through September 18, 2022 in the amount of $76.61 which is valid because household used 68 GB up to termination date of September 18, 2022.
  We sincerely regret any inconvenience **************** may have experienced and are hopeful refunding the service fee will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.

  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hughesnet guaranteed that we would get service at our location and also we would be charged 69.00 for the first 6 months. I called about it got nowhere with them. We had service March 2020 thru September 8. 2022 called complained got nowhere again. We had no internet for 6 months with them. They fail to tell you that after you go thru your allowed data that it will slow down your strength well it was so bad it was like having no internet for the last 25 days of the month. Then when you cancel for bad internet connection they charge you 340.00 early termination. I would like to get my 340.00 termination fee refunded.

  Business Response

  Date: 09/26/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*************************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ******* has concerns regarding the HughesNet service.
  
  I had *** *******'s sales call reviewed. The sales agent explained to *** ******* that if the data allowance is exceeded the service will slow until the data is reset. When *** ******* exceeded the monthly data allowance she experienced our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement she agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. Since the Fair Access Policy is stipulated in the subscriber agreement, exceeding data allowances is not grounds for waiving an early termination fee. *** *******'s early termination fee is valid and will not be reversed.
  
  We sincerely regret any inconvenience that *** ******* 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.
  
  Respectfully,
  
  M. F*****
  HughesNet Executive Customer Care

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a 24 month contract with Hughesnet with promises of fast and reliable Internet and received neither. After many service calls and complaints of my internet service, I could not get my problems resolved and the service I was promised. I cancelled my service and was charged an early termination fee of $350. The contract should be null and void since I did not get the service I was promised and my money should be refunded. I was also charged for equipment that I returned and they said it wasnt returned. They did not send the box and return label they wanted the equipment shipped in. I emailed them that I did not get the box and got no response so I mailed the equipment and unfortunately, did not get a tracking number because it wouldve cost too much. Hughesnet said I didnt return the equipment and charged me another $320 after several months and didnt let me know it was happening and it bounced several of my transactions. I should be refunded all of my money because they did not uphold their end of the contract. I called numerous times and was hung up on almost every time. They scammed me out of a lot of money and I would like to be refunded for all of it.

  Business Response

  Date: 09/21/2022

  Mr.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:*****************************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ********* has concerns regarding the HughesNet service.
  
  I had our warehouse check for *** *********'s equipment. All pieces have been received, so I have credited $320 for the unreturned equipment fees. I reviewed *** *********'s account history. In consideration of the technical problems she had I have credited $180 of the $295 early termination fee she was charged. The total credit comes to $500 and will be refunded to the card on file in the standard processing time.
  
  We sincerely regret any inconvenience that *** ********* 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.
  
  Respectfully,
  

  M. Farmer
  HughesNet Executive Customer Care

  Customer Answer

  Date: 09/23/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hughesnet was not able to provide service to my area and agreed to refund any penalties and equipment charges. Hughesnet told me 3 times they would contact me to arrange pick up and uninstall of equipment from roof and home. That never ******’s. Hughesnet then charged my credit card without authorization for $324. Please refund my credit card for any charges

  Business Response

  Date: 09/26/2022

  September 23, 2022
  
  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re: *** *********
  Complaint ***********
  
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have contacted *** ********* to address the outstanding matter regarding $324 drafted without permission and her request for a refund.
  Our Executive Customer Care representative reviewed all pertinent call logs and database records. Our records indicate the $324.75 represents an unreturned equipment fee. HughesNet agreed to credit the unreturned equipment fee without having the modem, power cord, and radio transmitter returned. On September 3, 2022 a refund check in the amount of $324.74 was generated and mailed to the *********** ** address. On September 23, 2022 *** ********* requested the refund check mailed to the ****** **** **** address. The address was updated and HughesNet is currently working on issuing another refund check. *** ********* was notified it may take up to 45-days to processing and mailing time.
  We sincerely regret any inconvenience *** ********* may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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 us. Please refer to Case ID *********. Thank you very much for your consideration.
  Regards,
  Executive Customer Care Team
  ************

  Customer Answer

  Date: 10/04/2022

  [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: ********
  
  I am rejecting this response because:
  
  I do not accept closure fo this case until the refund is received. There was no check that reached  the *********** address. I inquired with the current residents.

  45 days is unacceptable. This refund was due in July and Hughesnet did not have authorization to charge my my credit card for this charge in the first place. All authorization was revoked months earlier in April in writing when Hughesnet could not provide service to my address. Hughesnet has not apologized for charging my credit card without authorization and has not issued the refund for 3 months now. I have so3nt several personal hours of my time trying to resolve this issue and each time I was or9mised by Hughesnet it was resolved and a refund would be issued, and then nothing would happen.

  It has been 2 weeks since your BBB response. What is the current status if this refund? Please expedite the refund.

  Regards,
  
  ***********************

• Initial Complaint

  Date:09/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint because I'm unhappy with the service I've received from this company. While having this service I did not have good quality service and I called customer service everyday to have someone come fix the problem. Also when they hooked up the service the ran the cord through my bedroom window so I could not shut my window completely. I decided to not use the service anymore and cancel due to the bad service. They charged me for abandoning my service after I explained to them my issues. I had to return the equipment and the company told me that I had to remove the equipment myself. As I am an older and disabled woman I should not have to do that myself as I would have to climb a ladder to remove the equipment. I had to have someone else do it for me. The company told me that if they had to do it they would charge me over $195 to do it.

  Business Response

  Date: 09/23/2022

  September 22, 2022
  
  **************************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411  K Street Northwest, 10th Floor
  Washington DC 20005-3404
  
  Re:
  Complaint ***********
  
  Dear ****************:

  In response to your letter to the Executive Customer Care division of HughesNet, we have attempted to contact *** ******* to address the outstanding matter regarding the performance of her HughesNet service, inability to remove the radio transmitter, and her request for a billing adjustment. Unfortunately, we have been unsuccessful in establishing contact with *** *******.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records indicate a technician was sent to the site address on January 14, 2022 and realigned the satellite dish because weather moved the dish. Our records also indicate the 20 GB and 30 GB purchased with the service plan exceeded during the data cycles. Unfortunately, exceeding the data allowance does not require a technician. The subscriber agreement at ************************************************.*** contains specific language stating if the subscriber exceeds the monthly plan data, the subscriber will experience reduced speeds, typically 3 Mbps or less, until the next billing cycle. This Fair Access Policy is a tangible part of our service and we are unable to revise due to shared bandwidth with all our subscribers. Ultimately, it is the subscriber's responsibility to budget the data allowance purchased with the service plan to maintain a download up to 25 Mbps and upload up to 3 Mbps. Since the Fair Access Policy is part of our subscriber agreement canceling due to exceeding a data allowance is not a reason to waive an early termination fee.
  Regarding *** *******'s concern with the IFL cable installed through the bedroom window, please be advised our records indicate the account was activated on June 5, 2021 and *** ******* signed the installation reference sheet expressing her satisfaction with the installation [see attachment]. HughesNet was not made aware of *** *******'s concern in July 2021 or August 2021 to correct the problem. We acknowledged her concern and apologize for her installation service experience.

  Regarding *** *******'s concern with her inability to remove the equipment, please be advised HughesNet discloses the $100 fee to hire a technician to remove the equipment to ensure we are transparent about the fee. If the subscriber communicates their challenges with removing the equipment we will ask if there is a family member or a friend that can help to ensure both parties can avoid the fee. If the subscriber communicates there is no help then HughesNet makes an exception for the subscriber and cover the fee to send a technician. We apologize for her customer service experience. Our records indicate the equipment arrived at HughesNet on September 14, 2022 and the account was issued a billing adjustment in the amount of $318.75 representing the unreturned equipment fee. The remaining amount in the account is $236.90 for the early termination fee that needs to be paid to bring the closing balance to $0.00.

  We sincerely regret any inconvenience *** ******* may have experienced. At this point, we would respectfully request 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 us. Please refer to Case ID 148631249. Thank you very much for your consideration.
  

  Regards,
  Executive Customer Care Team
  ************

  Business Response

  Date: 10/26/2022

  **.***********************
  Dispute Resolution Team Leader
  Better Business Bureau
  1411 K Street Northwest 10th Floor
  Washington, DC 20005-3404
  
  Re:***************************
  
  Complaint ID: ********
  
  ***************,
  
  In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** ******* has concerns regarding the HughesNet service.
  
  All concerns and complaints regarding the quality or configuration of the install must be reported within 60 days of the initial installation. Had *** ******* reported issues with the configuration of her install in this time frame HughesNet would have referred the issue to our Post Installation follow up team. No such report was made. Part of the balance on the account was from *** ******* not returning her modem. I have checked her modem in as a courtesy , reversing that charge. Also, in consideration of the technician visit in January of this year, I have waived half of the early termination fee. The remaining balance with the early termination fee now stands at $119.40. This charges are valid and can be paid at the customer's earliest convenience.
  
  We sincerely regret any inconvenience that *** ******* 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.
  
  Respectfully,
  
  HughesNet Executive Customer Care

  Customer Answer

  Date: 10/26/2022

  [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: ********
  
  I am rejecting this response because: I started calling them almost daily because my service was where it would buffer so much that my 3 year old granddaughter could not even watch 1 single episode of paw patrol, or anything else! That happened from day 1 that it was installed! As for the equipment! As soon as they sent me the special box that i had to have, after i went and removed everything off the dish myself! I never knew of any other cable, dish, or anywhere else that had you do that! They only said they would do it for $195 after i contacted you! It was crappy from they day that i got it( yes i called) and never got better! If the service wouldnt have stunk so bad, i would still have it! I sent the equipment back as soon as i got the boxes! ( SO THAT IS WHY THEY TOOK THE CHARGE OFF) Sincerely, ***************************
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HughesNet (HN) has been my internet provider for 4-5 years, at my cabin in Bryson City, NC. The local HN contractor, initially installed & setup the serv. It has never performed as they claimed it would, but was OK for, email, some web surfing, and during certain times of the day was able to stream video from *******, ******, etc. but w/lots of buffering to interrupt. Then, in Fall 21', it became almost impossible to stream, or surf the web. So, I contacted Customer Support (C.S.) as I had many times in the past, and tried to troubleshoot the issue. However, this is very difficult, with no phone service at the cabin. So, I was unable to get the problem resolved while on vacation there. The next spring ('22) the issue was even worse, not able to do more than surf the web (very slow) and chk email. So, I went down the mountain to call HN's C.S. to talk to a HN Tech. (suggested by their chat support.) I wrote out the Tech's instructions, went to the cabin and made the changes recommended. No change in performance with any config. they suggested. So, I went in to town to talk to the HN contractor who had installed the sys. They were now out of business. So, I left NC again w/o usable internet. Returned in Jul. '22, performance was even poorer. I chatted with C.S. again, expressing my dismay, and asked if they could send a Tech. to troubleshoot my system. They snapped at me, "that will cost $150, are you willing to pay that?" I said "yes, because I need someone to troubleshoot my sys." A few days later the Tech came out to the cabin. He got out of his truck and stated "I can tell, just by the installation, there's nothing I can do for you." Then he said don't worry, I'm noting this in my report. He never stepped into my cabin, nor touched any part of my system. He got back in his truck and left. The next HN bill was $150 extra. I called many times requesting this chg. to be waived. No service was performed! Still have poor internet & the $150 is still on the bill.

  Customer Answer

  Date: 09/13/2022

  From: *************************** <*******************>
  Date: Mon, Sep 12, 2022 at 4:42 PM
  Subject: Complaint #********
  To: **************@mybbb.org <*******@mybbb.org>
  
  To whom it may concern. This email is for the purpose of informing you that my complaint to the BBB, #******** has been resolved by the Business against which it was filed. (HughesNet) They made a billing adjustment to my bill to correct their error in billing for services which we not rendered.
  
  Regards,
  ***************************
  *****************************;
  *****************
  **************