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Average of 113 Customer Reviews
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Review fromRudolph S
Date: 05/20/2025
1 starRudolph S
Date: 05/20/2025
I accidentally partially started to set up an account with **********************, before I found that they were not licensed to provide video visitation to the jail where my friend is being held (awaiting arraignment).When I contacted HomeWAV, explaining my error, they refuse to delete any of the information I had provided, claiming that they are "required to" (by whom or what law they do not state) keep it all. Thus, they can then market my information to anyone else.
HomeWAV, LLC
Date: 05/29/2025
Dear Mr. ************ you for contacting us with your privacy concerns. I want to assure you that at HomeWAV, we take the security and privacy of your information extremely seriously. Under no circumstances do we utilize your account details for marketing purposes. HomeWAV is required to retain specific account and usage data to comply with contractual obligations and legal mandates. This information is subject to automatic deletion once the legally required retention period has passed. Furthermore, accounts with no financial transactions or service usage are automatically removed in the subsequent calendar year.This data retention is necessary because HomeWAV operates in direct connection with correctional facilities, and we are obligated to maintain records related to visitation and other pertinent details that could have legal implications.I was unable to locate a HomeWAV account associated with the email address provided in your Better Business Bureau inquiry. Therefore, I cannot confirm its current status. However, if you did not add a contact due to our lack of partnership with the specific correctional facility you mentioned, your account will indeed be automatically removed within the year.I understand that this process may be frustrating, and I regret that we are unable to expedite or circumvent these legally mandated data retention procedures. I sincerely appreciate your understanding of the legal requirements that govern our operations.Please do not hesitate to contact us if you have any further questions or if there is anything else we can assist you with.Review fromFreda M
Date: 04/22/2025
5 starsFreda M
Date: 04/22/2025
***** was polite and very attentive to me and my questioning. I now understand so much more about the process with HOMEWAV. Thank you, *****!HomeWAV, LLC
Date: 04/29/2025
It's wonderful to hear about your positive experience with *****! We're so glad she was able to provide you with clear and attentive support and that you now have a better understanding of the HomeWAV process. Thank you for taking the time to share your feedback we truly appreciate it, and we'll be sure to let ***** know your kind words!Review fromElizabeth F
Date: 04/20/2025
2 starsElizabeth F
Date: 04/20/2025
It doesn't stay connected at times and it will take away from the funds no matter if you connect to the person or not on video calls. The prices are to high for texting and everythingHomeWAV, LLC
Date: 04/23/2025
Ms. ******* thank you so much for taking the time to share your feedback. I understand how frustrating it must be when calls don't connect reliably and to see funds deducted even when a video call doesn't go through. That definitely is not the experience we want you or anyone else to have, and I sincerely apologize for this. We also appreciate you letting us know your thoughts on the pricing for texting and other services. Your feedback on both connectivity and pricing is really important to us as we continuously work to improve our services and ensure they are both reliable and fairly priced.If possible, could you please email us directly at ********************************** and provide me with a little more detail, such as the date and approximate time of a recent video call that didn't connect but still deducted funds? This will help our team investigate the specific issue you experienced. We're committed to making things right and appreciate you bringing these concerns to our attention.Review fromTomeka F.
Date: 03/16/2025
1 starTomeka F.
Date: 03/16/2025
I would not good service One store for their cervecience I ***** a contact with the rap save times now to correct the set your washing in the services hey very a proped rating this is in regards to other than texting he cannot call or make a any kind of communication without just being a text message because do not come through or the video calls this is pretty disgusting when you have a loved one that is incarcerated trying over and over again to reach their parents.HomeWAV, LLC
Date: 03/31/2025
Dear Ms. ****************** you so much for taking the time to share your honest feedback with us. I truly appreciate you bringing this to our attention, and I am genuinely sorry to hear about the difficulties you experienced connecting with Mr. ********** during his stay at *************. I understand how frustrating and upsetting that must have been.We value your feedback immensely as it helps us identify areas where we can improve and better serve our customers. Our aim is to provide the best possible experience, and we are always working to achieve that goal.I sent an email on March 28th to the address on file, hoping to gather more information into the issue you experienced. Understanding the details of your experience helps us to see things from your perspective and figure out the most effective way to support you.Without a reply, I went ahead and looked into your account to gather an understanding of what happened. I see that our Customer Support team raised an IT ticket on March 10th regarding the connection issues you were experiencing with Mr. ************ calls. Our IT team reviewed this later that day and noted that several successful calls were made after the ticket was created, which led to the ticket being closed.A subsequent ticket was raised on March 17th. Our IT department conducted a thorough investigation and determined that the reasons for the unsuccessful calls were "inmate-hangup," indicating Mr. ********** may have disconnected before you answered, and "recipient not accepted," meaning the call was not answered by the visitor.I am genuinely sorry you experienced such difficulties connecting with Mr. *********** and that our team wasn't able to pinpoint the cause of the issue at the time. We understand just how vital these connections are, and it concerns us that your experience fell short of what you deserve. Even though Mr. ********** has been released, please know we are still here to help in any way we can. If there's anything you'd like to discuss further or if there's any other way we can support you, please don't hesitate to let us know.Review fromMargaret R
Date: 03/11/2025
5 starsMargaret R
Date: 03/11/2025
***** was very pleasant, helpful and quickly fixed my problem!HomeWAV, LLC
Date: 03/31/2025
Thank you very much for taking the time to share your kind feedback, Ms. ******** We greatly appreciate your positive review. ***** is a valued member of our support team, and I am excited to share your comments with her.We are grateful for your time and are always here to help if you need anything further.Review fromKlemetis P
Date: 02/23/2025
5 starsKlemetis P
Date: 02/23/2025
I called and spoke with a representative who was respectful, patient, and thorough with her answers. If I had to call back again, Id request to speak with her every time. Keep up the good work, Shanicia!HomeWAV, LLC
Date: 02/25/2025
We're absolutely thrilled to hear about your positive experience with Shanicia! Thank you so much for sharing your feedback. We're delighted that she was able to provide you with respectful, patient, and thorough assistance. We truly appreciate your kind words and will be sure to pass along your compliments to Shanicia. We hope you won't hesitate to reach out again if you need anything in the future. We strive to provide this level of service to all our customers, and your feedback helps us ensure we're meeting that goal. Thanks again for your wonderful review!Review fromFrances T
Date: 02/21/2025
5 starsFrances T
Date: 02/21/2025
*** did an excellent job solving my problem. She is an extremely good customer representative.HomeWAV, LLC
Date: 02/24/2025
We're so glad you had such a positive experience with **** It's wonderful to hear she provided you with such helpful support. Thank you for sharing your feedback, we truly appreciate it. We're always here to help if you need anything in the future.HomeWAV, LLC
Date: 02/25/2025
We're so glad you had such a positive experience with **** It's wonderful to hear she provided you with such helpful support. Thank you for sharing your feedback we really appreciate it. We're always here to help if you need anything in the future.Review fromTrenessia W
Date: 09/09/2024
5 starsTrenessia W
Date: 09/09/2024
To be educated in detail with compassion was the highlight of the call. The courtesy extended was phenomenal and appreciated. Definitely felt like I was speaking with someone who valued me as a person and that also handled my concerns with extreme regard. I felt important and confident that by the time I was done with call all matters were cleared up and all questions and concerns were answered and addressed.HomeWAV, LLC
Date: 02/12/2025
We're absolutely thrilled to hear about your positive experience! Thank you so much for taking the time to share your feedback. We truly strive to provide compassionate and thorough support to every customer, and it's wonderful to know that our team member was able to meet your needs so effectively. We believe that everyone deserves to feel valued and heard, and we're delighted that you felt that way during your call. It's especially gratifying to hear that your questions and concerns were fully addressed, leaving you feeling confident and reassured. We'll be sure to share your kind words with the team member who assisted you they will be so encouraged by your feedback. Thank you again, we look forward to continuing to serve you in the future.Review fromTyra S
Date: 09/03/2024
5 starsTyra S
Date: 09/03/2024
Very helpful with answering, and assisting me with my concerns.HomeWAV, LLC
Date: 09/09/2024
Hi ****************, that is wonderful to hear! Thank you for taking the time to leave a review for us. We are always happy to help answer any questions or concerns you may have, so please don't hesitate to reach out in the future. We appreciate your trust in our Support Team.Review fromSamantha M
Date: 08/18/2024
5 starsSamantha M
Date: 08/18/2024
My customer service was of a high quality. I was thankful to have my issue resolved quickly by a knowledgeable and helpful representative.HomeWAV, LLC
Date: 09/09/2024
Thank you so much for your review, **********************! We are so happy to hear that our Support team was able to assist you so fully. We know having a loved one experiencing incarceration is very challenging and we hope to help make the process easier in anyway we can. We are happy to help if you have any further questions or concerns.
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