I signed up for internet service using HughesNet. The installers made several appointments to install the satellite and modem at our home, and never showed. I continued to take time off of work to be present for the installers, and with no phone calls to let me know they couldn't make it I had over 10 hours of missed time from work. Finally, someone actually showed up on the 4th attempt. He didn't want to get on the roof to install the satellite, he insisted on mounting a pole in the yard. He ran wire across the yard and never buried the lines underground, come to realize later. So, my husband had to do that the following weekend so he wouldn't cut the lines with the lawn mower.
We continued the service which was not much faster than dial-up for a little over a year and when we moved we requested to cancel the service on November 13th. They said they would send boxes to us to ship the equipment back. Since we were moving on the 13th, and they refused to send us the shipping boxes before we moved, we requested that they send the shipping boxes to our new address, they agreed. One of the biggest problems with this call was the language barrier! Ugh!
We moved the equipment with us to our new home, but the shipping boxes never came. Being busy with the move and a baby on the way, we never realized and soon forgot all about it. Today, March 13 I'm looking back through my bank statements for the past 60 days and realized that they deducted $315.00 from my account for non-returned equipment charges. They never sent me a bill, never sent me a notification, never followed up with us regarding the shipping boxes, and just took it upon them selves and deducted $315.00 using my account they have on file for my regular monthly billing.
My husband and I spent over 6 hours on the phone with this company, we spoke to numerous people on the phone in 3 different countries. The frustration of language barries, misinformation, and missing money from our account nearly drained all of our energy, cell phone minutes and cell phone batteries. First we were told since we didn't send in the equipment within 45 days, then we were not entitled to a refund. Then, after I was transferred, I explained that we never received the boxes, they confirmed the boxes were sent to our old address. Then, we were told we could receive a full refund of the $315.00 plus any shipping fees we incurred if we shipped all of the equipment to them. The gentleman stated we could call back, give them our tracking # and they would immediately refund everything. So, me being 9 months pregnant, ran out to the UPS store and spent $35.00 on shipping. I called them back and then I was told that I would need to fax the receipt to them to get my shipping fees refunded... Fine, I'll run back out and have that faxed. Called back, provided the tracking number and fax confirmation and was told now I'm not entitled to any refunds, not the $315.00 and not the $35 for shipping. I was furious at this point, not only was I charged for equipment that I dont need or want, but now I don't even have it anymore. So, they got their stuff back and kept my money.
I have spent several hours requesting to speak with managers or someone who could help me. I was told over and over again that no managers exist, I was even told buy one gentleman that he was, in fact, the only sole person in the entire building. I was told if I wanted to send in a complaint, I could do so via mail to their corporate office. The last person I spoke to was snickering on the phone while telling me I couldn't have my money back and there was no manager, he was the manager.
I'm so disgusted with this company and will never ever do business with them again. I will continue to fight for the $349.21 that they have stolen and scamed from us.
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