ComplaintsforWinegard Company

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Air 360+5G system on 4/27/24 to install on my motorhome so we had wireless internet on the road for our trip between ******* and ************* leaving June 7th. The system was installed n 5/14/24 and thus began the first of many calls to support. Was not able to get access to the internet at any time over a number of days with calls with support. I also left my number in the que for return calls which never once were returned. I was finally told there was an issue with our router and they were going to send a replacement and I was to send the one I had back with a prepaid label that would be included. After first being told it would be sent regular mail I had to be rather obstinate that it be overnighted as we were slightly over a week from departure. They did agree to overnight it finally. When I received the replacement I installed it but could not log on to internet. When I called support I was told I could not log on until the replacement was received. I explained that I never received the label I was promised. Somehow after checking I was guided on process to log on which still did not work. I was told technical need to review and they would get back to me. On 6/6 I was guided by support and able to log on. Just in time as we were due to depart following day. We were happy as my wife had a major conference she was involved in planning ten days later. 6/7 we hit the road and had no service. On the phone with support more than once and no go. The next morning tried again and nothing. Was told technical folks not available till Monday. Contacted them Monday and was told nothing they can do until the technical people compare the first unit with the error codes of the replacement. We of course still had the first unit with us in the motorhome. At that point we were very upset and asked to speak with a manager and was told we would be put into their cue. They would contact us, if they felt it necessary, at some point.As of 6/25 nothing!

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an RV with a Winegard device for accessing the Internet. I purchased their mobile plan for $59 on 6/20/23. The plan stated you purchase 10gb for $59/30 days. After purchasing the plan, the device cease to work. Over the course of the 30 days, I called the company and emailed several times to get the device working. I succeeded in correcting the issues on 7/21/23. I checked my account and it stated I had never purchased a plan. I contacted the company explaining the situation, and requested a credit or a refund, preferably a credit, since I was unable to use the data due to the device not working. They stated per the plan, it expired 30 days from the date of purchase, so they were not going to give me a credit or a refund.

  Business response

  07/28/2023

  We have reviewed our correspondence with this customer.  The customer reached out to us around ****** on Saturday, July 1st.  This was outside of our business hours, but we responded to them on Monday morning, July 3rd and provided them with information on how to reset the product to resolve the issue.  We did not have any further correspondence with the customer until 7/22/23 when they informed us that the antenna was now working, and requested a refund for the 30 day data plan that expired on 7/20/23.  There is a statement in the data plan purchase screen that states No refunds for data purchases.  We understand that there was an issue with the antenna, however, we responded promptly with a means of correcting the issue and did not receive any feedback after that about the antenna not working.  Therefore, we will not be able to refund the data plan purchased on 6/20/23.

  Customer response

  07/28/2023

   
  Complaint: 20382272
  
  I am rejecting this response because: I also called the company twice on 6/26/23 as well as 7/1/23. I was traveling during that time which was the reason for purchasing the plan. There were only certain times I had the opportunity to secure a ladder to get on top of the van to reset the device (which took 4 times to finally work). I used the manual that came with the device; however, after several attempts over several days I was unsuccessful. After speaking to Winegard support again, I was informed the manual I was using was wrong. So, I tried many times to get the device in usable condition by following the manual I was given by your company only to be told it was wrong and would not work. I tried resetting it from the inside MANY times according to the manual only to find out that was wrong as well. Bottom line, the device should have worked when I purchased it, but it didn't, and at best the manual that came with the device should have accurate information and it didn't. I was not able to use the plan I purchased for 1 minute. I paid $62 for minutes I was never able to use because of a device that did not work when purchased, and the manual that came with it was inaccurate.
  
  Sincerely,
  
  *********************************

  Business response

  07/28/2023

  We will proceed with a refund for the data plan purchased on 6/20/2023.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased Winegard gateway 360 less than 2 weeks ago to have internet connection and Wi-Fi available keeps disconnecting and wont show up in network settings it will work for a short period of time and keep repeating we spent a lot of money on this product for nothing waited online for an hour for help to no avail I regret buying this paid 60 for data and cant even use it

  Business response

  07/14/2023

  This customer reached out to us via phone three times on Saturday (7/1/23), but all three attempts were outside of our operating hours.  They sent an email at 9:30pm that same night and we responded to it in less than an hour with tips to resolve the issue.  We did not receive any further communication from this customer before receiving this ******************** complaint.  We called the customer on 7/12/23 as a follow up, but had to leave a voice message.  We are currently waiting for a response.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new travel trailer in May 2023 with the air 360 installed by the manufacturer. We were hoping we could buy the Winegard router and use the internet that way. Bought on Amazon. After I installed with their help over the phone. It was working in our driveway. We bought the 100$ 20 GB through freedom Go. Which it does stated no refunds unless the product is deemed defective. Went camping and the router would not connect. We spent hours on the phone with ATT and Winegard and they could Not fix the issue which would mean its defective! They would not refund the 100$ data plan which has not been used or touches as we sent the Winegard back to Amazon. Amazon was great and immediately refunded the product as it was defective. 100$ May not seem like much to Winegard and we understand there are policies in place but the fact that all you get is a standard response to read the agreement is absolutely a rip off. Because it is /was DEFECTIVE. Gave them a chance to make right and I am still waiting to hear back. I will gladly remove this if they refund us as otherwise there is not other use for the data plan. It would be throwing money away.

  Business response

  06/30/2023

  The customer initially contacted us and informed us the Air 360+ antenna was not installed properly as it was allowing water to leak into the **.  This antenna is installed by the ** manufacturer and they have the responsibility to seal the unit to the roof properly.  We did some initial trouble shooting with the customer on the Gateway product that was getting a No SIM error.  We did communicate that we could provide a data plan refund if we could determine the Gateway product was defective.  The customer opted to return the Gateway unit to Amazon for a refund, so we were not able to confirm the unit was defective.  Therefore, we will not be able to provide a refund for the data plan.

  Customer response

  06/30/2023

   
  Complaint: 20253424
  
  I am rejecting this response because:
  Thats not what I was told. I was told the determination had to be made that the router was not working. Its 99$ and its the principle that we cannot use this now solely because it was not working properly.
  Sincerely,
  
  *********************

  Business response

  07/03/2023

  We have reviewed our records again for this customer complaint.  The customer returned the Gateway product to Amazon less than 25 hours after we were troubleshooting with him.  There was no further communication from the customer after his request for a refund. We were not able to determine if the Gateway product was defective, so we will not be able to provide a data plan refund.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Forest River Artic Wolf Fifth in October, 2019 just before Covid hit. We picked up fifth wheel in **********, **** and drove it back to ******. On our way home is when we discovered the unit didn't work. Last year was the first time we took out our fifth wheel because things had been shut down due to Covid. I was told from different people they had problems with this particular unit and are no longer making it. I have had my fifth wheel into several RV dealers and been told different things but no one could repair it. I called Winegard and they told me what to check with the unit and if it had **** volts to the cable antenna then the unit itself was bad. I checked and it had **** volts. I asked if the Winegard AR2-V2S air 360+V2.s Amplified was a good unit and they said yes. I purchased it from ********** and since the A3-1000 had a 5 year warranty requested them to reimburse me $109 for new unit and they told me no because it only had a warranty of 2 years which according to my brochure that came with the fifth wheel on Winegard A3-1000 states on the front of the brochure 5 year warranty. I was also told they do not send out reimbursements. At no time did they tell me they would not reimburse me until after the fact. I am not asking for reimbursement for money I have spent trying to find out what is wrong only money spend on new unit. I am also not asking for the upgrade which was $146.81 just $109.00 for their standard unit.

  Business response

  01/25/2023

  We have reviewed the complaint information for this customer.  Our warranty policy covers product replacement, not reimbursement as we communicated to this customer previously.  We did miscommunicate the warranty period for the A3-1000 product this customer originally had it does have a ****** warranty.  The customers product was in warranty and we could have sent out a replacement product, but the customer elected to purchase a different product. We will not be able to provide the $109 refund the customer is requesting.   

  Customer response

  01/26/2023

   
  Complaint: 18839944
  
  I am rejecting this response because: I disagree it is not a different product only an upgraded model which I was not asking for reimbursement on the upgrade. I installed the upgraded model of Wineguard and ************. The old model is no longer available . Since the old model was no longer available (I feel because they had too many problems)  after talking to one of their support staff I decided to replace it.  How could they replace a model that is no longer available and the new ones only have a two year warranty???

  Sincerely,
  
  ***************************

  Business response

  01/27/2023

  The A3-1000 product is still an active product.  The AR2-V2S (referred to as upgraded product in customer communication) is a different product altogether.  It has the same OffAir performance as the A3-1000, but offers other features WiFi and Cellular capability.  We are not able to reimburse the customer for a product that they did not purchase from us, in addition, our policy covers replacement, not reimbursement.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/17/22 I purchased a Winegard router from Camping World for $339.99 plus 10% tax so total $373.99. The device worked for a couple days than stopped working. I communicated with Winegard via phone and email for a month. They had me try several things. I finally discovered a connection problem internal to the unit. When plugged in, if you simply touch where it plugs in, the power gets cut to the unit. After a month of dealing with this, and before I had discovered the connection issue, I had decided to not use the router. I called ******* and cancelled the service for it. I simply want my money back. Camping world wont refund my money because they say they do not accept any returned electronics. They insisted I deal with the manufacturer. I have spoken with Winegard several times but they say they do not refund money for their devices if they were not purchased directly from them. This is where I claim there is a problem. This is their product. It is defective. But they wont stand behind it merely because it was purchased from one of many retail stores that carry it for them?During the month I was working with Winegard to try and find the problem, one of the things they had me do was connect the router up to a separate and steady 12 volt source. I had to purchase wire that I could plug into the device on the ceiling and reach the floor where I connected the other ends to a car battery. That wire cost me $26!! I should include this cost in my claim but Id be happy to just get the $373.99 back. My wife and I live on just her SS check of $1445/month so this is a significant purchase for us to just be for nothing. Any help would be appreciated. Thanks.

  Business response

  01/10/2023

  We have been in contact with this customer.  We can replace the product, but are not able to provide a refund as the product was not purchased from us.  We will try to work with the retail store to assist on providing a refund.

  Customer response

  01/14/2023

   
  Complaint: 18663629
  
  I am rejecting this response because:

  This is a Winegard product which is sold by many different retail and on-line stores. If the retail store refuses to refund my money, which is for a proven manufacturer defect, then the manufacturer must make the reimbursement. Both sides have already refused to refund my money so I have no faith in the statement that Winegard will try to work with the retail store to get me a refund. I have been out of the country and am unable to respond to BBB in a timely manner  I return to the US on the 22nd of this month  

  Sincerely,
  
  *************************

  Business response

  01/16/2023

  We have contacted the retail store, but were not able to resolve the refund request with them. Therefore, we will be issuing the customer an RMA to have the product returned to us, and we will process a refund once we receive the product.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Do NOT waste your hard earned money on their internet packages! We were told by **** that 20GB for $100 would last us for 30 days if we wanted to stream, by switching to standard view on our tv. He also guaranteed wed not even touch the GB by using our phones to check email, bank accounts or social media! Here we are, LITERALLY three days in, watched TV for FIVE hours on STANDARD viewing, have not used our phones with the Wi-Fi, multiple failed attempts at trying to even connect to the Wi-Fi and we have **** mb left!! I have attached pictures of the failed attempts to connect! Reached out to customer service to get our $100.00 refunded and they dont even respond with regard to a refund, but a totally different set of instructions regarding the ***** DO NOT WASTE YOUR MONEY NOR BELIEVE ANYTHING THEY TELL YOU! I was hesitant to use FREEDOMGO, but I allowed **** to convince me it was worth the money! $100.00 for five hours of tv!! The rest of my vacation will be spent utilizing my hot spot through ******* to watch the race! Total BS company with no regard for their customers! No desire to refund me either! I assured them that I would make good on my word to warn others about their false advertisement, and Im doing just that! All I want is my $100.00 for the internet plan refunded as well as the $300.00 for the gateway we had to purchase.

  Business response

  10/31/2022

  We have a statement displayed in red text on one of the screens during the data plan purchase process that states No refunds for data purchases.  Another statement on the Terms and Conditions page of the purchase process also states Refunds will not be offered and the customer must select Accept on this page to proceed with the data plan purchase.   We believe that our position on data plan refunds is clearly communicated, and therefore we will not be offering a refund. 
  
  In regards to a refund on the Gateway product, we can offer a refund on that product if it was purchased from us within the last 30 days.  The customer would need to present a receipt showing the date of purchase.   

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Winegard Sensar Antenna on Sept. 27, 2022 thru the Wal Mart website and used pay pal to pay for my purchase. The antenna came, with missing part number: RP-****. I tried calling this number : ************** to talk with someone who could send it asap. No one ever answered my calls...numerous calls by myself and my husband *****. I sent in on their website a request for the part plus I sent the required documentation of the purchase attached to their form. No response as of yet. Three day's and I just want the needed part to rotate the antenna for our old motorhome. I just wish they would send the missing part. We have been wondering why ?Thanks, ********************************* ************************************************. ***** ************ and ************

  Business response

  10/05/2022

  We contacted the customer and are sending out the requested replacement part today (10/5/22).

  Customer response

  10/10/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased camper 2021, purchased wife router from dealer, winegard product.had difficulty getting product and data plan to work.May of this year was finally able to get router and data to work.However, realized the data was cost prohibitive; as well as, the data plan auto charged even when we were not using. Trying to cancel using our account was not working and getting a rep on the phone took days. Even when i was able to talk to a person i was being transferred and placed on long holds.When i thought service was canceled , still got charged for data not being used.I would love a full refund, in that the streaming we did was only a few hours for hundreds of dollars.All i requested from the company was to refund the data that was not used.They are refusing any refund. To add insult to injury the movie we watched was not very good.$300+ dollars for a bad movie, unacceptable .

  Business response

  08/30/2022

  We do have a statement displayed in red text on one of the screens during the data plan purchase process that states No refunds for data purchases.  Another statement on the Terms and Conditions page of the purchase process also states Refunds will not be offered and the customer must select Accept on this page to proceed with the data plan purchase.   We believe that our position on refunds is clearly communicated, and therefore we will not be offering a refund.  We have communicated this to the customer.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a PDF with the full explanation of what happened as it didn't fit in this box.

  Business response

  08/22/2022

  We have reviewed this complaint and are willing to provide a refund for the product cost, $625.27.  We will not cover the dealer labor charges as our evaluation of both the original antenna and the replacement antenna showed that both systems were fully functional and operated as designed.  We can issue an RMA to have the antenna returned and process the refund if this is acceptable to the customer.

  Customer response

  08/23/2022

   
  Complaint: 17702918
  
  I am rejecting this response because:  This was a professional ** dealer who installed the equipment and they have installed the equipment numerous times previously.  3** said it wasn't the satellite itself but the power inserters on both giving out 8 volts instead of the 13 volts needed to be able to use the satellite.  Per the ** dealer Winegard checked the satellite and the 2 satellites themselves worked but the power inserters that will allow us to use the satellites did not work.  I will get a notarized statement from the ** dealer stating what they found which I will bring to court if they don't settle this fairly.  I tried dealing with them numerous times and the only thing **** @ Winegard would says is that, we have a 30 day return policy and since it was passed 30 days they wouldn't return it unless they could prove the same problems that the ** dealer was having and that the. system didn't work.  Then they would only reimburse me for the cost of the satellite and 1 hr. of service to reinstall the equipment.  The cost to have it reinstalled is $250.00 not 1 hr. of labor and that doesn't include the cost of the labor charge for having to uninstall both the satellites or the time they spent troubleshooting the problem with Winegard.  I should not be out over $1,000 because there equipment didn't work properly.  As I said previously, I purchased a new satellite from a different company and had no problem with the install nor the equipment working the 1st time.  There is some room to negotiate an amount of the reimbursement for the labor charges I had to pay since I won't have the cost of taking them to court.  I am willing to accept $300.00 less than previously requested it I don't have to take this to court but I will not settle for what they have offered.

  
  Sincerely,
  
  ***********************

  Business response

  08/24/2022

  Both returned antennas were tested with the returned power inserters and both systems functioned normally. Our offer remains the same we will provide a refund for the product cost, $625.27. 

*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. ↩