• Report: #1066547

Complaint Review: Hughes Net

  • Submitted: Fri, July 12, 2013
  • Updated: Fri, July 12, 2013

  • Reported By: Devon — Lake Mary Florida
Hughes Net
Internet USA

Hughes Net HughesNet TERRIBLE Service, Rude & Inept Staff & Supervisors - STEER CLEAR Internet

*Author of original report: They have since STOLEN another $321

*Author of original report: Too many words - not enough action!

*UPDATE Employee: We're Here to Help

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I canceled my service with HughesNet as each time the weather was less than perfect, we lost all service. Plus, it is was slower than dial up.  I had to make two calls and spent over an hour on the phone with an account manager on 19 March trying to cancel my service.  They failed to adequately follow all the steps on their side.  Whilst they acknowledge I canceled service on 19 March, and their account manager did not do their job correctly - they continued to charge my credit card over $70 per month.  Each time I called to dispute the charge, they told me the account was NOT deactivated.  When I went to cancel, ultimately after what is around an average of 15 minutes hold time with the account manager, my call would be dropped.  At the point where I am beyond frustrated, I finally stick it out and manage to have them confirm the account is deactivated but as far as the $400 in charges that were unauthorized, they told me "tough luck".  I asked why I should be penalized for their staff error and they simply said the most they would refund is 1 month to cover their mistake.  I demanded to be in touch with upper management, they simply put me through to the most obnoxious and facetious "supervisor" who called herself Alicia.  Alicia REFUSED to give her surname, she REFUSED to give me the contact information nor guide me to anybody higher than herself to address my concerns.  She just sneered and said I should have just kept calling each month after they charged my account and that she refused to help further.  I had to scour their website just to find any type of email address where I could take this up further.  Judging by the comments and complaints on this site alone, I see I am not alone in the appalling treatment of their ill-mannered, ill-trained, ignorant and arrogant staff members.  I would strongly warn anybody to seek an alternate service provider - their service is as lousy, unreliable and frustrating as their staff - and YOU will pay for THEIR inadequacies.  It would appear that their strategy is to keep you on hold for so long or drop the call that you will eventually get too frustrated to call back, and then they will fall back on the excuse that you did not go through ALL of the channels required in order to cancel your service.  Be warned!

 

 


This report was posted on Ripoff Report on 07/12/2013 02:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hughes-Net/internet/Hughes-Net-HughesNet-TERRIBLE-Service-Rude-amp-Inept-Staff-amp-Supervisors-STEER-C-1066547. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

They have since STOLEN another $321

AUTHOR: Devon - ()

In addition to the overage charges outlined below, they have now charged my card AN ADDITIONAL $321 for equipment they claim was not returned.  They sent us the UPS label weeks ago, we went ahead and boxed up the equipment and returned their equipment.  They have now charged over $400 for a service that was canceled and not used, and have now charged another $321 for equipment that was returned and in their possession.  At this point, it is time to get attorneys involved to deal with this fraud, deception and unethical/unprofessional behavior.  I want my monies refunded in full and compensation for the additional wasted time and interest on my credit card since March 2013.  Appalling company and extremely dishonest and disorganized.  Run a mile, people - do not let this happen to you 

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#2 Author of original report

Too many words - not enough action!

AUTHOR: Devon - ()

Sara,

The excuses are exhausting.  I am tired of being on the phone for hours with your staff, I am tired of the emails and I am tired of the false promises.

I did contact your staff AGAIN and they maintain the most they will do is refund one month only.  I asked your staff member the following question "If you had called and canceled a service from a service provider, and they ASSURED you this was canceled. Then they continue to charge you an additional $400 WITHOUT YOUR AUTHORIZATION AND KNOWLEDGE, and then they refuse to refund or do anything else about it - what would YOU do?".  Needless to say, this question was met with a lengthy silence on the part of your staff member.  She eventually said she would see what else she could do after she was unable to answer the question.  She then put me on hold for another 15 minutes.  When she came back on the line, she said they would refund 2 months out of the 4, but it would mean re-activating and then de-activating my account.  I told her NO! I do not want my account re-activated as you are obviously utterly incompetent and deceitful and it took 4 months to cancel the account and I was terrified another expensive debacle due to your staff lack of training and knowledge.  She then added tersely that if I did not return all equipment within 10 days, they would charge me $300!!! 

Your corporation is a disgrace. I have shared my experience with everybody, including friends, family and colleagues on social networking sites, too.  You need to refund my monies going back to 19 March 2013 when I canceled the account (and you acknowledge this).  Until I see that full refund, there is nothing left to discuss, - we end up wasting my time and going around in the same pointless and frustrating circles.  I have reported this to BBB and I have disputed with my credit card.  Furthermore, if you do not refund my monies, I will also take this to the FTC. I will naturally continue on my campaign to warn all future potential customers of this unforgiveable business practice until such time as you choose to remedy it with a FULL REFUND.

 

 

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#3 UPDATE Employee

We're Here to Help

AUTHOR: Sara for Hughes - ()

Good morning Devon, I'm very sorry to hear that you had such a challenging experience while attempting to cancel your subscription with us. From your comments above it sounds like we have a record of your first call to try to cancel your service. If you put in a request and there is no usage since that request was made we will absolutely refund you the money we continued to charge. I'd like to take a look at your account notes as well as review recordings of the calls in question. Please send your account number or the phone number associated with your account, the name on the account and a link to this thread to communitysupport@hughes.com. I look forward to addressing your concern. Thank you, Sara 

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