Initial Business Response /* (1000, 5, 2015/07/22) */
July 16,
Ms*** ***
XXX XXth *** #
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed
with the Revdex.com
You maintain you were told you would receive a $gift cardYou disputed the early termination fee and expressed concern with the customer service you received
I attempted to reach you at (XXX) XXX-XXXX on July 13, When I asked to speak with you, the call was terminatedOn this same date, I sent an email to ***@yahoo.com (enclosed)
A review of your account reveals that you established your service through Go Dish LLC, an independent retailerWe encourage you to contact this company directly at (XXX) XXX-XXXX regarding this request
Although the gift card was not offered by DISH Network, I made an exception and applied a $monthly credit for ten months to your account
As you are participating in the Digital Home Advantage (DHA) promotion with 24-month commitment, if the service is canceled prior to the promotional fulfillment date an early termination fee will be appliedI have enclosed a copy of your signed DHA agreement for your records
We regret any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this, I'm fine with the 5$ credit a month and I think that you should not do business with go dish because they give your company a bad name
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 4, MsLana Kay Savage Sparks CirAlpena, AR Re: Revdex.com Complaint # 8255909079972664- Dear MsSavage: On November 4, 2016, we received your rebuttal, dated November 3, 2016, filed with the Revdex.com You maintain that you experienced technical issues the entire time you had service As I explained previously, we were not given any opportunity to resolve your issue. Our records do not indicate that DISH Network was made aware of any issue until September 2016, and once we were made aware, you declined our resolution to trim the branch that was blocking your signal. As such, we are unable to provide any refund for this issue If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO David Laslo
Initial Business Response /* (1000, 11, 2015/08/24) */
August 13,
*** ***
***
Re: Revdex.com Complaint # ***
Dear *** ***:
On August 7, 2015, we received your correspondence, dated August 6, 2015, filed with the
Revdex.com
You said that you established satellite TV and internet service for one year and maintain you were unaware of the two-year term commitmentYou indicated that the equipment was returned to DISH Network in March
Our records reveal that you are participating in the dishNET Internet promotion with a 24-month commitment starting October 16,
On July 17, 2015, the leased satellite TV equipment was returned and the service was disconnected
When we spoke today, I advised you that I made an exception and waived the internet early termination feePer your request, I disconnected the internet service and removed the balance due of $This includes service rendered and a return shipping fee for the return of the leased modem
You said that your daughter will return the leased modem to DISH NetworkA return box with label will be delivered to the account physical address (***) by UPS
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 31, Dear Mr: On August 26, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com You requested to have your early termination fee (ETF) waived because of the loss of your local channelYou indicated that the
change is a violation of your contract I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is disclosed in the DHA agreement that we reserve the right to change programming, packages and pricesThe ETF remains valid If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Initial Business Response /* (1000, 6, 2015/11/16) */
November 13,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 9, 2015, we received your complaint, dated November 6,
2015, filed with the Revdex.com
You mentioned the following concerns:
Service disconnection
Refund
New customer offers
Equipment removal
Customer service
You indicated that your service was not disconnected on October 31, 2015, as you requestedOur records show that since the call on this date was terminated, our agent was unable to provide the proper disconnection disclosuresAs a result, your service remained activeYour service was canceled on November 6, A refund check of $was mailed to your home on November 10, 2015, for the service charges that you paid after this date
You would like a refund for service after October 30, 2015, when you changed service providersWhen I spoke with you by phone on November 9, 2015, I advised you that I made an exception and backdated your service charges to October 30, I submitted a refund check of $Please allow two to three weeks for processing
You mentioned that you canceled your service because of our monthly costs and the advertised offer for new customersWe understand your concerns regarding the promotions that are only available to new subscribersAs you were a current subscriber and have taken part in one of these past promotions, we were unable to extend these new promotion offers to you
You stated that the satellite dish was relocated to the roof of your shed against your wishes and you requested that the satellite dish be removedTo address this matter, I scheduled an appointment for the satellite dish to be removedThe appointment was completed on November 12,
You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tell us why here...July 14, 2016 Ms*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.comMy attempts to reach you by phone on July 12, and 14, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you are going through a divorce and that your credit card account was debited for a payment on your ex-husband’s accountYou feel that this charge was unauthorized and you requested a refund Our records reveal that the credit card account we debited was the one used to qualify for the DISH Network serviceBased on the promotion guidelines, the credit card account used to qualify is subject to charges for the early termination feeSince the contract was not fulfilled, your card account was debited $for the early termination fee As your divorce is not final, this is a civil matter and we are unable to get involvedEnclosed a copy of your and your husband’s contract, which has your signature on it, for your records. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhile I do not see the additional $5/month discount applied yet to my account, I trust that it will appear before my next statement is produced
Sincerely,
*** ***
Dear Mr***: On January 20, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.comYou expressed concern that you were told that you had to make a $payment in order to keep your service from being interruptedYou made the payment, but your
service was interrupted two days laterYou said that you were not given the option to make a payment arrangementYou requested that we provide you with a payment extensionWhen we spoke, I explained that when you called in to make the $payment on January 13, 2016, we had received a return check from your bank for the previous payment of $58.67, which hadn’t posted to your accountOnce the return check posted, this resulted in your service being interruptedI informed you that due to you having a prepaid account, payment arrangements are not availableWe consider the balance of $to be accurateHowever, if you restore your account, the early termination fee will be waived and I offered to reapply your promotional creditsYou declined my offer as you said that you already have service through another providerIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
February 10, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear MsBarrett: On February 10, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com You expressed concern that you were charged $for an unreturned smart card Our records reflect that the $fee was waived on January 29, If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Tell us why here
March 30, 2016 Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms
***: On March 25, 2016, we received your complaint, dated March 24, 2016, filed with the Revdex.comYou disputed the early termination fee applied to your DISH Network account. You requested the fee be waived and to receive a refundWhen we spoke, I advised you that your early termination fee was waived on March 24, 2016. Additionally, a refund of $was sent to your bank on March 28, I reviewed your calls and account notes and I found that your account was disconnected due to non-payment on January 31, 2016. You contacted us on March 14, 2016, to restart your account; however, you had moved. The agent set up a technician visit as you indicated that you had a dish on the house already, but your service was not working. The technician then contacted us on March 24, 2016, to modify your work order for a DISH MoDeal and equipment upgrade rather than just an equipment upgradeYou contacted us later on the same day to request monthly credits for your accountWhile your account was disconnected due to non-payment and you thereby forfeited your credits, the agent advised you that he would submit a form to request those credits be reappliedI was unable to find any calls wherein you were advised that your DISH’n It Up 24-month commitment and your initial 24-month commitment would be mergedPlease note that your 24-month commitment from your initial installation was not satisfied, so the $early termination fee for that agreement was valid; however, our Office of the President made the exception to waive all early termination fees on the account. Enclosed are copies of your initial Flex and DISH’n It Up customer agreements for your recordsIf there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
March 2, Mr*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr
***: On March 1, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com You stated that you were offered certain promotional terms that were subsequently removed or altered As I advised you, I reviewed all three of your chats and your sales call and I could find no instance in which you were provided incorrect information. You were offered details for two separate promotions--the 3-Year Price Lock and the First Year Savings offer During our call, you advised me that you were satisfied with the monthly rates provided but that the last supervisor you spoke with removed the free Netflix offer. I reviewed your sales call again and found that as you requested the First Year Savings offer, your account is ineligible for the Netflix offer. As the agent and supervisor with whom you spoke advised you, the free Netflix offer can only be applied if you choose the 3-Year Price Lock offer The pricing you requested in your complaint would not enable you to receive the free Netflix offer While we sincerely regret any confusion, should you choose to initiate a DISH Network account, you would need to choose the 3-Year Price Lock offer in order to take part in the free Netflix offer If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
January 29, Mr*** *** *** ** *** *** ***
*** *** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 25, 2018, we received your complaint, dated January 25, 2018, filed with the Revdex.com In your complaint, you indicated that a service technician damaged your TV. You said that your claim was denied because there was no proof the damage was caused by the technician. You requested that DISH Network replace your TV When I spoke with you today, you informed me that you moved the TV prior to the technician touching it. You stated that the technician pointed out a crack in the screen to you with his flashlight, but he claimed no responsibility. You further described to me how, after the technician left, you took a tool and tapped it against the glass to see if this might cause such a crack in the glass, which you said it did. You admitted that you did not see the technician cause damage to the TV. I explained that your claim was denied and that we are waiting for a final letter from the subcontractor, *** *** ***., as they would be the party issuing the denial letter. We sincerely regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
March 4, Mr*** *** *** *** ***, ** ***-*** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You did not accept my previous response indicating that we would not provide you with a copy of the sales callYou requested that the satellite dish be removed or you will throw away the equipmentYou also mentioned that the satellite dish was installed on your roof, even though you told the technician not to install it there Per our conversation on February 25, 2016, I informed you that the sales call on October 26, 2015, revealed that you were quoted a price of $which included the America’s Top Plus package and three TVsHowever, you chose to upgrade the programming package to the America’s Top and the sales agent quoted you a price of $plus tax for the America’s Top 200, which you acceptedThe sales agent did not offer you any free movie channelsHowever, when we spoke, I offered you one free month of two movie channels of your choice and you declined my offer Following our discussion, you downgraded your programming package to the America’s Top Plus and your monthly bill is now regularly priced at $However, you are receiving a $AutoPay credit and a $introductory savings credit, which reduces the price to $before tax Keep in mind that you currently receive the Protection Plan free for six monthsOnce this time frame ends, you will be billed the regular rate and your monthly service charges will increase by $ This account was established under the Digital Home Advantage (DHA) 24-month leased equipment agreement (copy enclosed)The Hopper and Joey receivers are required to be returned to DISH Network to avoid unreturned equipment feesWe will ship boxes for their return; please keep the return tracking numbers for your records We have no record that you refused the installation. I have enclosed a copy of your service agreement, which indicates that you accepted the installation If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Enclosure cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** *** Tell us why here
I have accepted Dish response and have chosen to disconnect my service with Dish Network at no charge to me*** *** from Dish Network replied to me on Thursday November 30, Dish Network will send out prepaid packaging within to days for me to send equipment back before days is up with no charge to meDish Network and I have come to this agreement and I am now satisfiedThanks Revdex.com for your help in resolving this matter
Revdex.com:
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 Business Response /* (1000, 5, 2015/09/01) */
August 20,
Ms*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 19, 2015, we received your complaint, dated August 16, 2015, filed with the
Revdex.com
You disputed the installation fee for the internet serviceYou also indicated that you do not want to be charged for service until after the internet is installed
This system was installed on August 14, 2015, and your billing began on that date
When I spoke with you by telephone today, I informed you that our records reveal that an installation fee of $was applied to your account, but a $credit was also applied to reduce that fee to $However, on August 17, 2015, when you contacted our customer service center, the whole $was reversed
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Tell us why here...October 21, 2016 Dear Ms***: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. A review of our
records indicates that this issue was addressed through the Federal Communications Commission. Enclosed is a copy of our response for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-#### Enclosure
May 10, Ms*** ** *** ** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com You indicated that your credit card account was debited in the amount of $and that this DISH Network account is not yoursYou requested a refund When I spoke with you by telephone today, I informed you that when the account was established, that was the credit card information that was used to qualifyThe credit card that is used to qualify will be debited for the early termination fee and unreturned equipment feesThis is disclosed in the sales calls However, I made an exception and submitted a refund to the credit card account ending in If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
July 19, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com You said that Cinemax was added to your bill and you have been unable to have it removedYou also indicated that you were without service and you didn’t receive any compensationYou requested a credit for the Cinemax charges and a credit for the time you were without service When we spoke by phone, I informed you that Cinemax was added through your receiver on July 6, 2016, and was removed on July 12, 2016, through your receiverYou were billed a total of $for the Cinemax and when it was removed, you received a credit of $ I confirmed that the agent you spoke with yesterday provided you with a $credit for the time you were without the service If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
February 25, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You indicated that when you established this account, you were told there were be no cost to add another receiverAfter the additional receiver was added to your account, you experienced technical issues with the TV in your living roomYou disputed the bill because of thisYou also mentioned that you did not receive a $Visa gift card This account was established under the Flex promotionThis is a pay-in-advance lease promotion that requires an upfront fee for a $activation fee and the first month of serviceThe use of a leased standard-definition receiver is includedHowever, additional charges for additional receivers and upgrades are determined by the equipment that the customer chooses and are due in advance A review of this account reveals that it was established online via a sales chatThe sales agent quoted the monthly price for an additional receiver, but not the upgrade feeHowever, a free upgrade was provided on December 16, Your billing is correctAdditional charges have appeared on the bill because of programming changes or because free programming offers expiredThe charges appeared on the bill but once the programming was removed, the charges were reversed Although there were no technical issues reported until January 24, 2016, a technician visit was scheduled for January 26, 2016, and you were provided two credits of $ A review of the sales chat on November 17, 2016, reveals that you did not mention or provide the offer code for the gift cardAfter the system was installed on November 18, 2016, you called to request a $gift card, but you told the agent that you did not provide it during the saleBecause the account was not activated with the specific offer code, you do not qualify to receive the gift card When I spoke with you by telephone today, I released you from the 24-month commitment and disconnected the serviceBoxes will ship for the return of the receivers and remotesPlease keep the returned tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 5, 2015/07/22) */
July 16,
Ms*** ***
XXX XXth *** #
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed
with the Revdex.com
You maintain you were told you would receive a $gift cardYou disputed the early termination fee and expressed concern with the customer service you received
I attempted to reach you at (XXX) XXX-XXXX on July 13, When I asked to speak with you, the call was terminatedOn this same date, I sent an email to ***@yahoo.com (enclosed)
A review of your account reveals that you established your service through Go Dish LLC, an independent retailerWe encourage you to contact this company directly at (XXX) XXX-XXXX regarding this request
Although the gift card was not offered by DISH Network, I made an exception and applied a $monthly credit for ten months to your account
As you are participating in the Digital Home Advantage (DHA) promotion with 24-month commitment, if the service is canceled prior to the promotional fulfillment date an early termination fee will be appliedI have enclosed a copy of your signed DHA agreement for your records
We regret any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this, I'm fine with the 5$ credit a month and I think that you should not do business with go dish because they give your company a bad name
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 4, MsLana Kay Savage Sparks CirAlpena, AR Re: Revdex.com Complaint # 8255909079972664- Dear MsSavage: On November 4, 2016, we received your rebuttal, dated November 3, 2016, filed with the Revdex.com You maintain that you experienced technical issues the entire time you had service As I explained previously, we were not given any opportunity to resolve your issue. Our records do not indicate that DISH Network was made aware of any issue until September 2016, and once we were made aware, you declined our resolution to trim the branch that was blocking your signal. As such, we are unable to provide any refund for this issue If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO David Laslo
Initial Business Response /* (1000, 11, 2015/08/24) */
August 13,
*** ***
***
Re: Revdex.com Complaint # ***
Dear *** ***:
On August 7, 2015, we received your correspondence, dated August 6, 2015, filed with the
Revdex.com
You said that you established satellite TV and internet service for one year and maintain you were unaware of the two-year term commitmentYou indicated that the equipment was returned to DISH Network in March
Our records reveal that you are participating in the dishNET Internet promotion with a 24-month commitment starting October 16,
On July 17, 2015, the leased satellite TV equipment was returned and the service was disconnected
When we spoke today, I advised you that I made an exception and waived the internet early termination feePer your request, I disconnected the internet service and removed the balance due of $This includes service rendered and a return shipping fee for the return of the leased modem
You said that your daughter will return the leased modem to DISH NetworkA return box with label will be delivered to the account physical address (***) by UPS
We regret any inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 31, Dear Mr: On August 26, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com You requested to have your early termination fee (ETF) waived because of the loss of your local channelYou indicated that the
change is a violation of your contract I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is disclosed in the DHA agreement that we reserve the right to change programming, packages and pricesThe ETF remains valid If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
Initial Business Response /* (1000, 6, 2015/11/16) */
November 13,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 9, 2015, we received your complaint, dated November 6,
2015, filed with the Revdex.com
You mentioned the following concerns:
Service disconnection
Refund
New customer offers
Equipment removal
Customer service
You indicated that your service was not disconnected on October 31, 2015, as you requestedOur records show that since the call on this date was terminated, our agent was unable to provide the proper disconnection disclosuresAs a result, your service remained activeYour service was canceled on November 6, A refund check of $was mailed to your home on November 10, 2015, for the service charges that you paid after this date
You would like a refund for service after October 30, 2015, when you changed service providersWhen I spoke with you by phone on November 9, 2015, I advised you that I made an exception and backdated your service charges to October 30, I submitted a refund check of $Please allow two to three weeks for processing
You mentioned that you canceled your service because of our monthly costs and the advertised offer for new customersWe understand your concerns regarding the promotions that are only available to new subscribersAs you were a current subscriber and have taken part in one of these past promotions, we were unable to extend these new promotion offers to you
You stated that the satellite dish was relocated to the roof of your shed against your wishes and you requested that the satellite dish be removedTo address this matter, I scheduled an appointment for the satellite dish to be removedThe appointment was completed on November 12,
You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tell us why here...July 14, 2016 Ms*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.comMy attempts to reach you by phone on July 12, and 14, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you are going through a divorce and that your credit card account was debited for a payment on your ex-husband’s accountYou feel that this charge was unauthorized and you requested a refund Our records reveal that the credit card account we debited was the one used to qualify for the DISH Network serviceBased on the promotion guidelines, the credit card account used to qualify is subject to charges for the early termination feeSince the contract was not fulfilled, your card account was debited $for the early termination fee As your divorce is not final, this is a civil matter and we are unable to get involvedEnclosed a copy of your and your husband’s contract, which has your signature on it, for your records. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhile I do not see the additional $5/month discount applied yet to my account, I trust that it will appear before my next statement is produced
Sincerely,
*** ***
Dear Mr***: On January 20, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.comYou expressed concern that you were told that you had to make a $payment in order to keep your service from being interruptedYou made the payment, but your
service was interrupted two days laterYou said that you were not given the option to make a payment arrangementYou requested that we provide you with a payment extensionWhen we spoke, I explained that when you called in to make the $payment on January 13, 2016, we had received a return check from your bank for the previous payment of $58.67, which hadn’t posted to your accountOnce the return check posted, this resulted in your service being interruptedI informed you that due to you having a prepaid account, payment arrangements are not availableWe consider the balance of $to be accurateHowever, if you restore your account, the early termination fee will be waived and I offered to reapply your promotional creditsYou declined my offer as you said that you already have service through another providerIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
February 10, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear MsBarrett: On February 10, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com You expressed concern that you were charged $for an unreturned smart card Our records reflect that the $fee was waived on January 29, If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Tell us why here
March 30, 2016 Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms
***: On March 25, 2016, we received your complaint, dated March 24, 2016, filed with the Revdex.comYou disputed the early termination fee applied to your DISH Network account. You requested the fee be waived and to receive a refundWhen we spoke, I advised you that your early termination fee was waived on March 24, 2016. Additionally, a refund of $was sent to your bank on March 28, I reviewed your calls and account notes and I found that your account was disconnected due to non-payment on January 31, 2016. You contacted us on March 14, 2016, to restart your account; however, you had moved. The agent set up a technician visit as you indicated that you had a dish on the house already, but your service was not working. The technician then contacted us on March 24, 2016, to modify your work order for a DISH MoDeal and equipment upgrade rather than just an equipment upgradeYou contacted us later on the same day to request monthly credits for your accountWhile your account was disconnected due to non-payment and you thereby forfeited your credits, the agent advised you that he would submit a form to request those credits be reappliedI was unable to find any calls wherein you were advised that your DISH’n It Up 24-month commitment and your initial 24-month commitment would be mergedPlease note that your 24-month commitment from your initial installation was not satisfied, so the $early termination fee for that agreement was valid; however, our Office of the President made the exception to waive all early termination fees on the account. Enclosed are copies of your initial Flex and DISH’n It Up customer agreements for your recordsIf there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
March 2, Mr*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr
***: On March 1, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com You stated that you were offered certain promotional terms that were subsequently removed or altered As I advised you, I reviewed all three of your chats and your sales call and I could find no instance in which you were provided incorrect information. You were offered details for two separate promotions--the 3-Year Price Lock and the First Year Savings offer During our call, you advised me that you were satisfied with the monthly rates provided but that the last supervisor you spoke with removed the free Netflix offer. I reviewed your sales call again and found that as you requested the First Year Savings offer, your account is ineligible for the Netflix offer. As the agent and supervisor with whom you spoke advised you, the free Netflix offer can only be applied if you choose the 3-Year Price Lock offer The pricing you requested in your complaint would not enable you to receive the free Netflix offer While we sincerely regret any confusion, should you choose to initiate a DISH Network account, you would need to choose the 3-Year Price Lock offer in order to take part in the free Netflix offer If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
January 29, Mr*** *** *** ** *** *** ***
*** *** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 25, 2018, we received your complaint, dated January 25, 2018, filed with the Revdex.com In your complaint, you indicated that a service technician damaged your TV. You said that your claim was denied because there was no proof the damage was caused by the technician. You requested that DISH Network replace your TV When I spoke with you today, you informed me that you moved the TV prior to the technician touching it. You stated that the technician pointed out a crack in the screen to you with his flashlight, but he claimed no responsibility. You further described to me how, after the technician left, you took a tool and tapped it against the glass to see if this might cause such a crack in the glass, which you said it did. You admitted that you did not see the technician cause damage to the TV. I explained that your claim was denied and that we are waiting for a final letter from the subcontractor, *** *** ***., as they would be the party issuing the denial letter. We sincerely regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
March 4, Mr*** *** *** *** ***, ** ***-*** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You did not accept my previous response indicating that we would not provide you with a copy of the sales callYou requested that the satellite dish be removed or you will throw away the equipmentYou also mentioned that the satellite dish was installed on your roof, even though you told the technician not to install it there Per our conversation on February 25, 2016, I informed you that the sales call on October 26, 2015, revealed that you were quoted a price of $which included the America’s Top Plus package and three TVsHowever, you chose to upgrade the programming package to the America’s Top and the sales agent quoted you a price of $plus tax for the America’s Top 200, which you acceptedThe sales agent did not offer you any free movie channelsHowever, when we spoke, I offered you one free month of two movie channels of your choice and you declined my offer Following our discussion, you downgraded your programming package to the America’s Top Plus and your monthly bill is now regularly priced at $However, you are receiving a $AutoPay credit and a $introductory savings credit, which reduces the price to $before tax Keep in mind that you currently receive the Protection Plan free for six monthsOnce this time frame ends, you will be billed the regular rate and your monthly service charges will increase by $ This account was established under the Digital Home Advantage (DHA) 24-month leased equipment agreement (copy enclosed)The Hopper and Joey receivers are required to be returned to DISH Network to avoid unreturned equipment feesWe will ship boxes for their return; please keep the return tracking numbers for your records We have no record that you refused the installation. I have enclosed a copy of your service agreement, which indicates that you accepted the installation If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Enclosure cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** *** Tell us why here
I have accepted Dish response and have chosen to disconnect my service with Dish Network at no charge to me*** *** from Dish Network replied to me on Thursday November 30, Dish Network will send out prepaid packaging within to days for me to send equipment back before days is up with no charge to meDish Network and I have come to this agreement and I am now satisfiedThanks Revdex.com for your help in resolving this matter
Revdex.com:
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 Business Response /* (1000, 5, 2015/09/01) */
August 20,
Ms*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 19, 2015, we received your complaint, dated August 16, 2015, filed with the
Revdex.com
You disputed the installation fee for the internet serviceYou also indicated that you do not want to be charged for service until after the internet is installed
This system was installed on August 14, 2015, and your billing began on that date
When I spoke with you by telephone today, I informed you that our records reveal that an installation fee of $was applied to your account, but a $credit was also applied to reduce that fee to $However, on August 17, 2015, when you contacted our customer service center, the whole $was reversed
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Tell us why here...October 21, 2016 Dear Ms***: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. A review of our
records indicates that this issue was addressed through the Federal Communications Commission. Enclosed is a copy of our response for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-#### Enclosure
May 10, Ms*** ** *** ** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com You indicated that your credit card account was debited in the amount of $and that this DISH Network account is not yoursYou requested a refund When I spoke with you by telephone today, I informed you that when the account was established, that was the credit card information that was used to qualifyThe credit card that is used to qualify will be debited for the early termination fee and unreturned equipment feesThis is disclosed in the sales calls However, I made an exception and submitted a refund to the credit card account ending in If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
July 19, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com You said that Cinemax was added to your bill and you have been unable to have it removedYou also indicated that you were without service and you didn’t receive any compensationYou requested a credit for the Cinemax charges and a credit for the time you were without service When we spoke by phone, I informed you that Cinemax was added through your receiver on July 6, 2016, and was removed on July 12, 2016, through your receiverYou were billed a total of $for the Cinemax and when it was removed, you received a credit of $ I confirmed that the agent you spoke with yesterday provided you with a $credit for the time you were without the service If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
February 25, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You indicated that when you established this account, you were told there were be no cost to add another receiverAfter the additional receiver was added to your account, you experienced technical issues with the TV in your living roomYou disputed the bill because of thisYou also mentioned that you did not receive a $Visa gift card This account was established under the Flex promotionThis is a pay-in-advance lease promotion that requires an upfront fee for a $activation fee and the first month of serviceThe use of a leased standard-definition receiver is includedHowever, additional charges for additional receivers and upgrades are determined by the equipment that the customer chooses and are due in advance A review of this account reveals that it was established online via a sales chatThe sales agent quoted the monthly price for an additional receiver, but not the upgrade feeHowever, a free upgrade was provided on December 16, Your billing is correctAdditional charges have appeared on the bill because of programming changes or because free programming offers expiredThe charges appeared on the bill but once the programming was removed, the charges were reversed Although there were no technical issues reported until January 24, 2016, a technician visit was scheduled for January 26, 2016, and you were provided two credits of $ A review of the sales chat on November 17, 2016, reveals that you did not mention or provide the offer code for the gift cardAfter the system was installed on November 18, 2016, you called to request a $gift card, but you told the agent that you did not provide it during the saleBecause the account was not activated with the specific offer code, you do not qualify to receive the gift card When I spoke with you by telephone today, I released you from the 24-month commitment and disconnected the serviceBoxes will ship for the return of the receivers and remotesPlease keep the returned tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***