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

  
• 

  Hughes Network Systems, LLC

  2750 Anderson Creek Dr Greenville, NC 27858

• 

  HughesNet

  750 19th Street Ensley Birmingham, AL 35218

• 

  HughesNet

  1350 N Kolb Rd Tucson, AZ 85715-4945

• 

  Hughes Network Service

  9605 Scranton Rd San Diego, CA 92121-1788

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:06/10/2023

  Type:Billing 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 signed up for HughesNet first of April with phone service. Had to terminate phone as could not use fax or dial 911. Two weeks after start of Internet service, ****** ********* told me HughesNet compromised by 3rd party unknown source and advised leaving. In the meantime I have had 2 credit cards compromised and had to cancel both. Service was very poor with lagging, buffering, and extremely slow. Called this morning to cancel without termination fee of 385.00 due to issues and they would not do as such. Service is cancelled, but all I want is to be not charged 385.00 due to issues.

  Business Response

  Date: 06/23/2023

  **.***********************
  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.
  
  When I spoke with *** ******** she indicated she had sent a screenshot of the ****** antivirus message with her Better Business Bureau complaint. That screenshot did not come through with her complaint. I asked that she attach the screenshot again with her response to this complaint, and verify it is successfully attached. I will review this screenshot for further investigation. I have reviewed her account history and there is no documentation of any real time troubleshooting. *** ******** indicated that she did do this. To assist our search we would ask if she can recall any approximate dates that she engaged in troubleshooting. If there was no troubleshooting on the account, HughesNet did not have the opportunity to address *** ********'s technical issues and correct them to her satisfaction. HughesNet reserves the right to exhaust all avenues of technical support before waiving an early termination fee.
  
  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 further information from the customer to resolve the complaint. 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 Team
  Phone:************

  Customer Answer

  Date: 06/29/2023

  [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:05/31/2023

  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 cancelled my service with Hughes Net in February 2023 after being a customer for nearly 5 years. I was on a month to month basis and cancelled with the February payment. After several weeks and many calls on my part, they finally sent me a *** box to return the requested equipment, which I did. The *** tracking number shows that it was delivered and accepted by **** on 5/5/23 @ 9:44 am. HughesNet has now sent me to collections for $335.55 but I have no idea what this is for. Any help would be much appreciated.

  Business Response

  Date: 06/15/2023

  June 15, 2023
  
  **.***********************
  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 charges after the equipment was returned and her request for a billing adjustment.
  

  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the account was canceled on March 23, 2023 with an early termination fee in the amount of $0.00. The invoice generated for an unreturned equipment fee in the amount of $323.82 and a balance in the amount of $11.73 for services rendered between March 19, 2023 through March 23, 2023. On April 7, 2023 *** ***** notified HughesNet the equipment return kit had not been delivered. We generated the equipment return kit and *** ***** returned the equipment. In light of our investigation, we agreed to issue a credit in the amount of $323.82 representing the unreturned equipment. The remaining balance on the account is $11.73 representing services rendered between March 19, 2023 through March 23, 2023. The payment address is Hughes Network Systems P.O. Box 96874 in Chicago, IL 60693-6874.
  

  *** ***** acknowledged the remaining balance and HughesNet apologizes for the difficulty she 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 *********. Thank you very much for your consideration.
  

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

  Customer Answer

  Date: 06/21/2023

  [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 somewhat satisfactory. The error is 100% theirs, to which I did not receive an apology. They sent me to collections in error and I hate to think how hard this would have been to receive a refund had I not removed my credit card  on file prior to my cancelation. I have not yet received a formal letter stating the above and showing the amount refunded - nor a bill for the remaining balance. I do not feel this is officially solved until I am done with this company completely.
  
  I find it odd that they won’t communicate with their customers or try to help in any way until a company like the BBB steps in. Hughes Net has provided subpar service at astronomical prices. Until recently, they were the ONLY choice for internet in my rural area. I will continue my quest to be sure all the residents in my area know there is now another choice besides HughesNet - better service for a much better price.
  
  Thank you for your help!
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/14/2023

  Type:Order 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 cancelled my service with Hughesnet after several attempts to cancel. This was an arduous process as they were not helpful in the cancellation. I was quite willing to pay the $400 early termination fee. After receiving the box to send the equipment back on 4/7/23, all required equipment was properly packaged, included label applied, and the package was dropped off at a *** drop spot in town (***) on 4/16/23. Hughesnet is now sending me messages saying that I am approaching my deadline for returning the equipment and that I will soon be charged $600 for unreturned equipment.

  Customer Answer

  Date: 05/16/2023

  ---------- Forwarded message ---------
  From: *********************** <**********************>
  Date: Sun, May 14, 2023 at 9:28 AM
  Subject: Case possibly resolved
  To: [email protected] <[email protected]>

  
  

  Temporary complaintant id: ************************************

  
  

  I was finally able to get Hughes net to say that they had received my equipment and that the messages that I had received regarding the no return of equipment were auto generated by the system. There was also a typo on my complaint. It should have read April 11th, not April 16th.

  
  

  *****

• Initial Complaint

  Date:05/08/2023

  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.

  One day last month I called hugesnet and was just trying to get some info so I could make the decision if we wanted to change internet services or not. Well the rep I talked to that day was very sweet ,but everything he told me ended up not being at all what I heard the next few times I talked to hugesnet.first he told me if we ordered the service that day we got a free $100 gift card and so I did even though I didn't need to bc I still had service with Another company at that moment and for another 2weeks .so if it was just a scam I probably would have waited until I closed my account with the other service provider.which ended up causing me to have 2 bills for the samething at same time and we can't use both of them at a time so it was a waste .also he told me when the technician came out to install he would ask or at least let us know if there was anything extra they needed to install the service correctly.well we never heare anything,but when the bill came in there was a charge for items we didn't know anything about.then he told me he was going to get me the lowest price that day and he probably did but he didn't give me the option to choose my plan and he gave us the lowest plan so it would be cheap just he could get us in there and they said we used our data in less then a few days,but that's funny bc the service buffered more then anything the whole month and we didn't get to watch one show or movie all the way through without so much buffering it is crazy. Then the bill was supposed to be 60$ all together and that was the most especially if I called back with the acp info to cut my bill In half. Our bill was over a $100 and our service was so bad and everything that first guy promised was not at all what we was told the next time.oh and when I brought up the $100 gift card they gave me a phone number that only gives you busy tone no matter how many times you try to call .it was a terrible experience and I've paid half the bill ,but I don't think I should have to pay for lies and deceit and terrible service.

  Business Response

  Date: 05/25/2023

  Re: ***************************
  Complaint ID: ********
  
  Dear ****************,
  
  I am writing in response to a complaint filed by one of our former customers, *******************************, regarding her experience with HughesNet. We appreciate the opportunity to address her concerns and provide an explanation of the circumstances surrounding this case.
  
  Firstly, we would like to express our apologies for any confusion or inconvenience ************** experienced during her interactions with our company. We value our customers' satisfaction and strive to provide accurate and transparent information.
  
  We understand ****************** frustration regarding the timing of the installation and the overlapping billing with her previous service provider. While we empathize with her situation, it is important to note that we have no control over the billing practices of other companies. We apologize for any inconvenience caused by this situation.
  
  In regards to the undisclosed charges for additional items, we regret any lack of communication on our part during the installation process. We apologize for any confusion or inconvenience this may have caused. It is our responsibility to ensure that customers are fully informed about the charges associated with their service.
  
  We acknowledge the complaint about being provided with the lowest-priced plan without being offered other options. We apologize for any disappointment or inconvenience caused by this experience. Our goal is to present customers with a range of options that suit their needs and preferences, and we will use this feedback to enhance the training of our representatives.
  
  ************** expressed dissatisfaction with the service quality and data usage, particularly the buffering issues she encountered. We understand her frustration and recommend adjusting the streaming quality to reduce buffering. High-definition streaming can consume a significant amount of data and may contribute to buffering problems.
  
  We apologize for the discrepancy between the expected bill of $60 and the actual bill of over $100. While we strive to provide accurate and transparent billing, we understand that ****************** experience fell short of her expectations. We encourage customers to review their detailed bill online, where all charges are clearly outlined.
  
  Lastly, we apologize for the inconvenience caused by the non-functional phone number provided for the $100 gift card inquiry. We recommend referring to hughesnetrebates.com to obtain accurate information about the rebate program. We apologize for any inconvenience or frustration ************** experienced as a result of this issue.
  
  In conclusion, we appreciate the opportunity to address ****************** concerns and provide an explanation of the situation. We apologize for any misunderstandings or shortcomings in her experience with HughesNet. We are committed to resolving these issues to her satisfaction. We will contact ************** directly to discuss the details of her account and address any outstanding matters.
  
  Regards,
  The Executive Customer Care Team
  **********************
  Phone: ************

• Initial Complaint

  Date:04/30/2023

  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.

  My issue is with the Hughesnet termination fees. It states if you cancel within 30 days of service you will not be charged termination fees but you will be charged a $400 fee, $200 of which is the cost of equipment which will be refunded when the equipment is returned which I understand but the other $200 is for installation when the installation was supposed to be free and only $99. If I would have known about the hidden termination fees I wouldn't have put myself through trying there service to see if it was worth the money which it isn't. I don't mind paying the $200 until they get there equipment back but I'm not happy with paying $200 for "free installation".

  Business Response

  Date: 05/23/2023

  May 23, 2023
  
  **.***********************
  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 his claim of a 30-day trial period, installation fee, and is request to cancel without a termination fee. Unfortunately, we have been unsuccessful in establishing contact with *** ****.
  Our Executive Customer Care representative reviewed all pertinent database records. Our records of the first invoice indicate the installation fee was waived. We attached a copy of the invoice to validate our investigation.
  Regarding *** ****'s concern with a 30-day trial period, please be advised HughesNet does not offer a trial period. The HughesNet subscriber agreement at **************************************************** 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.
  Our Executive Customer Care representative reviewed the call *** **** completed on May 14, 2023 which verified HughesNet offered to cancel the account without a termination fee. *** **** must contact customer support no later than June 17, 2023 to accept this offer and provide verbal authorization to cancel the account.
  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:04/19/2023

  Type:Sales and Advertising 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 when you sign up. I moved to a rural area with very few internet options. I signed up for HughesNet online through their website. The 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. Additionally there is no mention of a $400 fee anywhere on the page. After signing up, and getting the service installed at my home i received an email stating: "When you first start using your HughesNet service, your computer and other connected devices might start to automatically download large software updates. For this reason, for the first few days after your HughesNet Service has been activated, any data you use will not count against your specified Service Plan data allowance." After reading this i decided i had better update my computer, and download software updates over the next couple days. Literally 2 days later i checked my plan usage on the HughesNet website and my plan data had already been completely used. I feel the statement in the email was a complete lie. Now having a throttled data plan down to about 1mbps the internet was completely unusable. I work from home and i could hardly even load any webpages. A quick search online revealed that many others have had these same issues with hughesnet. I had a service technician come out last summer to update the equipment and locate the problem. After the service call, the speed was not any better. The worst part was that it was not conveyed to me that by proceeding with the service call I would be renewing my 2 year contract and resetting the early termination fees back to full price. I decided that because of the terrible service i wanted to cancel. After looking online i was astonished that i would have to pay 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 many others have had horrible experiences with this company. They have had a monopoly on the rural satellite internet and have not been providing the service they claim. The internet speeds are too slow for basic web browsing, and forget about trying to stream something. For years, dealing with them has been terrible and the speeds have been crippling slow but they have been the only option in this rural area. When I called customer service to cancel, the representative was not sympathetic and then eventually either hung up or the call dropped. I have been a customer for over 8 years. I feel I should not have to pay a termination fee just because the representative failed to mention that my 2-year contract would be renewed after a service call that did not improve my service.

  Business Response

  Date: 05/20/2023

  May 19, 2023

  **.***********************
  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 and call logs. We reviewed the call that was completed on June 29, 2022 which determined HughesNet offered an upgrade to the Gen 5 service with the 15 GB plan with a service discount to bring the monthly rate to $39 before tax for 3-months and $44.99 before tax for the remaining 9-months. We disclosed a 24-month commitment term with an early termination fee up to $400 is required. The offer was accepted and the upgrade was completed. The early termination fee will decrease by $15 per month for each month of active Service and the termination fee is currently $325.
  In recognition of *** *****'s expressed concerns, HughesNet can offer the assistance of technical support to determine the underlying issue and troubleshoot. Though, if *** ***** wishes to cancel service, HughesNet agreed to waive 50% of the early termination fee in the amount of $162.50. We agreed to honor the 50% termination fee waiver for any future dated cancellation date. *** ***** agreed to contact technical support to troubleshoot before canceling the account.
  HughesNet is wholly committed to clarifying the nature of *** *****'s concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:04/17/2023

  Type:Order 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.

  This complaint is regarding the poor service from HughesNet and the unclear terms that they hide from you when you buy their services. Over a year ago I moved into a rural area with very few internet options and only found one available in our area so we called to get more information on this service and told us there was only a year contract and no cancellation fee. A few months after we installed we called to ask on why our data was used up 2 days after paying the bill, and asked if we could cancel and they told us there would be a fee due to the contract being two years but the first time we installed they told us it was only a one year contract and failed to mention there was a fee to begin with in fact they told us there was no fee if we were to cancel. The service is not as they say and fails to load a simple webpage or a simple video on the ** and we are currently being charged more than we were told but cancelling is not much of an option to users since they fail to mention any sort of cancellation fee when you sign up and lie to you about the contract.

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  **.***********************
  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, disclosure of the termination fee, and her request to cancel without a termination fee. Unfortunately, we have been unsuccessful in establishing contact with *** *********.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the 20 GB purchased with the service plan exceeded during the data cycles. the resolution for exceeding the data allowance requires the subscriber to budget their data allowance for the 30-day cycle, upgrade the plan to a higher data allowance, purchase tokens to be released from the throttled state, or use the time frame between 2:00 am to 8:00 am seven days a week with an additional 50 GBS free of impact from our Fair Access Policy. 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.
  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. 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.
  On June 20, 2022 *** ********* was offered an upgrade with a service discount and she agreed to think about it. On May 17, 2023 our Executive Customer Care representative issued a complimentary 5 GB token and the token data allowance was consumed within 2 hours.
  Regarding *** *********'s concern with disclosing the early termination fee, please be advised at the time *** ********* ordered service, the sales agent is required to present the terms and conditions of our 24-month subscriber agreement which 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". The terms and conditions were understood and agreed to before the activation of the account. Additionally, a copy of the sales order with the link to the subscriber agreement is emailed to the customer for referencing purposes. Lastly, the installer obtains a signature indicating the terms and conditions were reviewed and accepted. Consequently, we believe that we have a contractual right to assess this fee.
  Considering the household is exceeding the 20 GB purchased with the service plan, we can offer an upgrade to the 50 GB and the equipment lease fee with a service discount for 12-months for a monthly rate in the amount $64.98 before tax. Or, 75 GB and the equipment lease fee with a service discount for 12-months for a monthly rate in the amount $89.98 before tax. If *** ********* feels the Fair Access Policy is not the root cause of her performance issue, we can offer the assistance of our technical support team to offer troubleshooting. Though, if *** ********* wishes to cancel service, there will be an early termination fee in the amount of $145. Please contact customer support to accept the upgrade offer, troubleshoot, or cancel the service.
  HughesNet is wholly committed to clarifying the nature of *** *********'s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with *** *********. In the event, you have any additional questions or comments; do not hesitate to contact us. Please refer to Case ID *********.
  
  Regards,
  Executive Customer Care Team
  ************

• Initial Complaint

  Date:04/03/2023

  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.

  August of 2022 hughes network advertised a $300 **** gift card if you signed up for their services. I was told that I would receive the card by mail after 6 on time payments it's now 7 months and still haven't received the card I called on April 3 2023 only ti be told by a supervisor that the deal was expired and that I could no longer receive the **** card but they did offer a $25 credit for 12 months. The issue is there was never a $300 **** card it was all false advertising.

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  **.***********************
  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 a rebate offer.
  Our Executive Customer Care representative reviewed all pertinent database records and call logs. Our records indicate the account was activated August 10, 2022. Review of the calls made August 2022 has no record of inquiries about the rebate offer. Generally, rebate offers have an expiration date within 30-90 days and the rebate offer from August 2022 is no longer valid. In an April 3, 2023 telephone call *** ***** mentioned he has paperwork stating the rebate offer he received had a 6-month expiration date which requested six invoices with proof of six payments. HughesNet requested *** ***** to provide a copy of this rebate offer. *** ***** declined and ended the call.
  In recognition of *** *****'s expressed concerns, on April 3, 2023 HughesNet applied a $25.00 service discount for 12-months ($300 savings).
  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 *********. Thank you very much for your consideration.
  

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

  Customer Answer

  Date: 05/15/2023

  [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 never told anyone that i had paperwork stating the promotion and that it expires in 6 months. The promotion was on their website last August 2022 I was verbally told that I would receive the $300 **** gift card after 6 on time payments which would have been March of this year 2023 after not receiving the card I contacted the company.  Also I called from 2 phones over the course of my service so she's only looking at the phone log from the number on my account 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  **.***********************
  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, it is our understanding that *** ***** has additional concerns regarding his Better Business Bureau case.
  While HughesNet makes every effort to disclose our rebate benefits and limitations, HughesNet understands *** *****'s frustration and concern. HughesNet regrets not being provided an additional telephone number and having a secondary telephone number on file for his HughesNet account.
  Generally, rebate offers have an expiration date within 30-90 days and the rebate offer from August 2022 is no longer valid.
  In recognition of *** *****'s expressed concerns, on April 3, 2023 HughesNet applied a $25.00 service discount for 12-months ($300 savings).
  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 *********. Thank you very much for your consideration.
  
  Regards,
  Executive Customer Care Team
  ************

  Customer Answer

  Date: 05/30/2023

  What other choice do I have? I give up because they aren't going to admit that they were wrong and they falsely advertised a promotion. 
  
  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:04/02/2023

  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 when you sign up. I moved to a rural area with very few internet options. HughesNet basically put a sign in our front yard. I signed up for HughesNet online through their website. The 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, in very small print, 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. Additionally there is no mention of a $400 fee anywhere on the page. After signing up, and getting the service installed at my home, the service worked for a few days then changed and only worked seldomly during the day and did not work at night. We were paying $84.98 a month for the 100 GB plan but basically couldn’t use it. We attempted to contact them through their service number(**********) ten times plus tried other numbers and could not get through but when we tried the sign up for new service number, we got through. Then that representative couldn’t even get us through to technical support and eventually hung up on us. I decided that because of the terrible service I wanted to cancel. We ended up blocking HughesNet on our ******* *** card and we signed up for ******** instead. After looking online I was astonished that I would have to pay 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.

  Business Response

  Date: 05/08/2023

  Re: ***********************
  Complaint ID: ********
  
  Dear ****************,
  
  We apologize for any confusion caused to *************************** regarding the terms of service and the early termination fee. We understand that the commitment terms were not easily noticeable on our website, and we apologize for any inconvenience this may have caused.
  
  However, we would like to point out that our terms of service, including the 24-month commitment and the early termination fee, were disclosed and agreed upon during sale and the installation of the service by our technician. Additionally, these terms can also be accessed and reviewed at any time by visiting Legal.Hughesnet.com.
  
  Regarding the service issue, we understand that ****************** had difficulties with the service after installation, and we apologize for any inconvenience this may have caused. Our technical support team is available to assist with any service-related issues, and we regret any difficulties ****************** may have encountered when attempting to reach them.
  
  We regret that ****************** decided to cancel the service due to these issues, and we apologize for any inconvenience caused by the early termination fee. As standard practice in the industry, the fee is in place to cover the costs associated with the installation and activation of the service.
  
  In conclusion, we apologize for any inconvenience caused to ******************, and we remain committed to providing the best possible service to our customers. We will take her feedback into consideration to improve our website's transparency regarding our commitment terms.
  
  Thank you for bringing this matter to our attention, and we remain available to address any further concerns that ****************** may have.
  
  Regards,
  The Executive Customer Care Team
  HughesNet
  Phone: ************

• Initial Complaint

  Date:03/07/2023

  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.

  Hughesnet illegally took $412 out of my checking account without authorization. Not only was automatic payments REMOVED from my account this company cannot provide me with any information as to why $412 was taken from my account without authorization, especially when my bill is only $167 a month. I called Hughesnet spoke with a customer service agent they could not provide me with any explanation of why $412 was taken out of my account without authorization and would not reverse the charges. I want my money place back into my checking account this company DID NOT have authorization to take any money out of my account let alone an amount they cannot provide an explanation for.

  Business Response

  Date: 04/13/2023

  Re: **********************
  Complaint ID: ********
  
  Dear ****************,
  
  We are writing in response to the complaint filed by ******************** regarding his HughesNet service billing. We apologize for any inconvenience caused by this and would like to provide an explanation of the charges incurred on his account.
  
  Upon further investigation, we found that between February 11th and March 2nd, data tokens were purchased on **. ********'s HughesNet account, totaling $270.00 for 78GB of data during this billing cycle. While we understand **********************'s frustration, we regret to inform him that purchased tokens are non-refundable. Furthermore, we would like to clarify that our policy only permits customers to purchase tokens themselves online, and any tokens provided by a HughesNet employee are not charged to a customer's bill.
  
  Regarding *********************'s online account, we discovered that the only account currently registered with us under his account information is named "cholliday84". We kindly suggest that he check with any other residents at his address who may have access to this account.
  
  We also noted that ******************** has an active card on file authorized for automatic payments. Please be advised that we can only remove the card upon his request as the alternative, paper billing, incurs an additional $5.00 charge per month. We encourage ******************** to contact our customer service to have this issue resolved.
  
  We apologize again for any inconvenience caused and hope that this explanation resolves the issue to ************************ satisfaction. Please feel free to contact us if you have any further questions or comments.
  
  Sincerely,
  
  The Executive Customer Care Team
  HughesNet
  Phone: ************