[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your correspondence, dated March 9, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to disconnect your account one month after obtaining the TV service. Because you were under a 24-month contractual commitment, the account was placed on DISH Pause instead of being disconnected. DISH Pause was removed and the account was disconnected in February 2016. You have now been charged a $480.00 early termination fee. You requested that this fee be refunded. When we spoke on March 11, 2016, I advised you that the early termination fee was applied to your account per the terms and conditions agreed to in your contract. As a courtesy, I agreed to reduce your fee to $240.00 and I issued a refund for the remaining $240.00. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Dear Mrs. [redacted]: On February 17, 2016, we received your correspondence, dated February 13, 2016, filed with the Revdex.com. You stated that you contacted DISH Network on January 25, 2016, to disconnect your service. At that time you were informed that you would be provided return shipping materials. When you contacted DISH Network to follow up on the shipping, you were informed that your account was not disconnected. You would like this matter addressed, and the return materials delivered. When I spoke with your husband today, he confirmed that you received delivery of the return materials on February 16, 2016. I verified your account disconnection and provided a credit of $23.62 for the additional days the account was active. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your rebuttal, dated March 4, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. (However I have not received the stated refund yet)
Sincerely,
[redacted]
September 29, 2016 Dear Ms. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You said that DISH Network changed the expiration date on your credit card causing your payment to be...
declined. You expressed concern regarding extra charges being added to your billing. You want to be released from your contract. When we spoke by phone I told you that no changes have been made to your credit card information. Therefore, your request to be released from your contract is denied. However, I agreed to waive the $7.00 late fee and reapply the $10.00 monthly discount you forfeited by removing the autopay from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our response. While we regret that you do not agree with the decision to close your damage claim, we believe we have offered you a considered and fair response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: I still think it is a rip off to pay that much for cable service. I would also like to have a copy of the referenced sales call.
Sincerely,
[redacted]
Tell us why here...January 30, 2018 Dr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Dr. [redacted]: On January 22, 2018, we received your complaint, dated January 19, 2018, filed with the Revdex.com. You said that you ordered internet but never received it and you expressed concern that a credit check was run for a service you did not receive. Per your request, I did not attempt to reach you by phone, but I emailed you at [redacted]. I reviewed your sales call and found some confusion concerning the internet service. As such, I made an exception and waived the 24-month commitment associated with your TV account. As you were advised during your calls to us, when your credit was run for TV and internet service, you did not qualify for internet so the agent with whom you spoke could not initiate that service for you. Please note that your credit is run to qualify for TV and internet service at the same time, so it was not run separately for each service. We sincerely regret any inconvenience this issue may have caused, and we appreciate your feedback concerning your experience. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri(720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 15, 2016 Dear Mr. [redacted]: On December 14, 2016, we received your complaint, dated December 13, 2016, filed with the Revdex.com. You said that you experienced signal issues and you requested an adjustment to your bill. When we...
spoke, you advised me that you had experienced heavy snow recently. As I informed you, snow can block the signal so without knowing whether your dish was covered in snow, we are unable to fully troubleshoot your issue. As I explained in my responses to your previous Revdex.com complaints, your account is no longer eligible for any adjustments due to the number of adjustments you have received in the past. Per your request, I disconnected your account. 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.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
December 18, 2015
[redacted]
Dear Mr. [redacted]:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com.
You said that DISH Network...
processed a $388.51 charge against your credit card account. You are not a DISH Network customer so you disputed the transaction. You indicated that the dispute was reversed so you requested that the charge be refunded.
When we spoke on December 14, 2015, I explained that we would require the credit card number to locate the DISH Network account that your credit card information is linked to so we may investigate the matter. You indicated that you would contact me with that information so we could address the matter. As of today, there has been no response.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 2, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed...
with the Revdex.com.
You stated that you disconnected your DISH Network account in March 2015. You made an overpayment of $100.00 on your disconnected account. You have made several unsuccessful attempts to resolve this matter and you requested a refund for the overpayment.
When we spoke on September 1, 2015, I apologized for the difficulty that you experienced and I have issued a refund. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There still has not been a refund. All I keep hearing from your company is £ need to wait for the refund. I have called twice now and always the same thing. Until I get the refund this is not resolved.
Final Business Response /* (4000, 10, 2015/10/01) */
September 29, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com.
You indicated that DISH Network has not provided the $100.00 refund you were offered. You requested that this matter be resolved.
In our September 25, 2015 email correspondence, I confirmed that the refund was requested as discussed. Due to an internal issue, the refund was not released. I apologized for the inconvenience and received confirmation today that the refund was released. It will post to your bank account in two to three business days. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 17, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 17, 2015, we received your complaint, dated December 16, 2015, filed with the Revdex.com.
You said that...
the technician cut a cable from your Time Warner box and you will have to pay to get it repaired. You are asking for this matter to be resolved.
When we spoke, I informed you that our records reflect that you signed off on the Service Agreement when the installation took place, indicating that it was completed to your satisfaction. Nonetheless, I offered you two months of free service as a resolution. You agreed to my offer and I advised you that the credit will be applied towards your service charges.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(720) 514-7039
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
December 28, 2016 Mr. [redacted]., [redacted] [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2016, we received your rebuttal, dated December 23, 2016, filed with the Revdex.com. You said that you don’t owe us any money because your service was interrupted due to nonpayment. You requested that we release you from your contract. You also indicated that you won’t make a payment until your service is restored. Unfortunately, we are unable to meet your requests. Your service will be restored once a payment is made for the past-due amount of $73.43. The early termination fee will not be waived. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:I only received two brief voicemails as of 02/16/18, which I returned, leaving voicemail myself. After ten years as a loyal Dish customer, I expected better treatment, more transparency, and a greater attempt at customer retention. Loyal customers want to feel valued and recognized for the longevity of the relationship. HD broadcasting started in 1996, so is not a new technology. Additionally, according to The [redacted], your comparison page does not specify new customers only, but rather indicates that HD service is ALWAYS free. https://www.dish.com/compare/ A refund would go a long way toward re-obtaining me as a customer.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/06) */
July 1, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On July 1, 2015, we received your correspondence, dated June 30, 2015, filed with...
the Revdex.com.
You expressed concern with the DISH Pause option and terms. You also provided feedback regarding the customer service you received.
When we spoke today, I advise you that we offer DISH Pause to our customers who are under a term commitment to avoid an early termination fee. This option allows the customer time to make arrangements to relocate their service over nine months. When DISH Pause ends the service is restored.
Our records show that a monthly email was sent to [email protected] advising of the account status. Your service was disconnected due to nonpayment on May 23, 2014.
During our conversation, I informed you that I reversed the $203.11 balance for service. We ask that the balance of $250.79 be paid for the early termination fee and tax. You accepted this resolution and said you will pay the balance at a later date.
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 ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate Dish giving me a partial refund and paying for the return boxes. All in all my experience with Dish was a positive experience and I would subscribe to them again in a heartbeat over cable and Directv. I have to repeat that we had many 1303 and 1305 errors over the time we had Dish, but they were intermittent. We would go days and weeks without the errors. It seemed we had more of them as we got to the end of our service with Dish. We decided to live with the errors because we would have to give up a day, take off work, and have to wait for a technician to show up. As for the errors we would find the majority of them were in the evenings and early mornings. I am not sure why, and since they would last from 30 seconds to 5 minutes we lived with it. This is not why I left Dish. I loved the product and would still be a customer if it was not for poor customer service. I ended up fixing a problem with a cable end, also finding the cable node was damaged and burnt. Once I fixed the cable I asked Dish to replace the end and the node but the technician on the phone refused saying it was against policy to send out a technician when you have a signal or picture. I explained what was wrong but that didn't matter. It wasn't the product, but the technician who was blatant and non-professional. I also paid for support during the time I had Dish. I have spoken with other technicians with Dish and they were very professional. When my satellite was originally installed the technician did the best job straightening up the cables, showing us how to use the remote, etc. I would give them an A+ for their efforts. For anyone who reads this post you should still go with Dish. You can't let one technician define their business. Their product is great and worth the money. I have had cable and Directv and they don't compare to The Joey and Hopper which Dish provides.
Sincerely,
[redacted]
[redacted] Dear [redacted]: On May 25, 2017, we received your complaint, dated May 24, 2017, filed with the Revdex.com. You said that when you agreed to a new contract, you were told your monthly rate would be $75.00. You would like to have the monthly rate you were quoted, compensation, and to be released from your contract. When we spoke by phone, I told you that I reviewed the call during which you agreed to our Renewal Offer. I found that our agent quoted you $74.99 for your America’s Top 200 programming package, and you were advised of the $7.00 DVR fee and the $8.99 Protection Plan fee. There is no indication you were given inaccurate information. Although I am unable to release you from your contract, I will provide a $10.00 monthly credit for the next 12 months, as a courtesy to you. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
Initial Business Response /* (1000, 9, **15/05/0*) */
April 30, **15
Mr. [redacted]
[redacted], Apt. *
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 2*, **15, we received your complaint, dated April 24,...
**15, filed with the Revdex.com.
You said that you closed your DISH Network account because you didn't get the 922 receiver you were promised. You expressed concern regarding being charged an early termination fee.
Mr. [redacted], an Executive Resolution Specialist, contacted you by phone today and agreed to waive the early termination fee on your account, resulting in a zero balance. This decision was made because we were unable to locate a copy of your sales call recording.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri *:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
10** Cherokee St.
Denver, CO 80**4
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your complaint, dated September 17,...
2015, filed with the Revdex.com. My attempts to reach you by phone on September 22, 23 and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You disputed the balance on your DISH Network account. You requested that the balance be waived and the information be removed from your credit bureau file.
I waived the balance on your DISH Network account. In addition, I requested that the debt be removed from your credit bureau file. Please allow up to eight weeks for your credit bureau to be amended.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
March 14, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your correspondence, dated March 9, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to disconnect your account one month after obtaining the TV service. Because you were under a 24-month contractual commitment, the account was placed on DISH Pause instead of being disconnected. DISH Pause was removed and the account was disconnected in February 2016. You have now been charged a $480.00 early termination fee. You requested that this fee be refunded. When we spoke on March 11, 2016, I advised you that the early termination fee was applied to your account per the terms and conditions agreed to in your contract. As a courtesy, I agreed to reduce your fee to $240.00 and I issued a refund for the remaining $240.00. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
February 17, 2016 Mrs. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On February 17, 2016, we received your correspondence, dated February 13, 2016, filed with the Revdex.com. You stated that you contacted DISH Network on January 25, 2016, to disconnect your service. At that time you were informed that you would be provided return shipping materials. When you contacted DISH Network to follow up on the shipping, you were informed that your account was not disconnected. You would like this matter addressed, and the return materials delivered. When I spoke with your husband today, he confirmed that you received delivery of the return materials on February 16, 2016. I verified your account disconnection and provided a credit of $23.62 for the additional days the account was active. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your rebuttal, dated March 4, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. (However I have not received the stated refund yet)
Sincerely,
[redacted]
September 29, 2016 Dear Ms. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You said that DISH Network changed the expiration date on your credit card causing your payment to be...
declined. You expressed concern regarding extra charges being added to your billing. You want to be released from your contract. When we spoke by phone I told you that no changes have been made to your credit card information. Therefore, your request to be released from your contract is denied. However, I agreed to waive the $7.00 late fee and reapply the $10.00 monthly discount you forfeited by removing the autopay from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our response. While we regret that you do not agree with the decision to close your damage claim, we believe we have offered you a considered and fair response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: I still think it is a rip off to pay that much for cable service. I would also like to have a copy of the referenced sales call.
Sincerely,
[redacted]
Tell us why here...January 30, 2018 Dr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Dr. [redacted]: On January 22, 2018, we received your complaint, dated January 19, 2018, filed with the Revdex.com. You said that you ordered internet but never received it and you expressed concern that a credit check was run for a service you did not receive. Per your request, I did not attempt to reach you by phone, but I emailed you at [redacted]. I reviewed your sales call and found some confusion concerning the internet service. As such, I made an exception and waived the 24-month commitment associated with your TV account. As you were advised during your calls to us, when your credit was run for TV and internet service, you did not qualify for internet so the agent with whom you spoke could not initiate that service for you. Please note that your credit is run to qualify for TV and internet service at the same time, so it was not run separately for each service. We sincerely regret any inconvenience this issue may have caused, and we appreciate your feedback concerning your experience. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri(720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 15, 2016 Dear Mr. [redacted]: On December 14, 2016, we received your complaint, dated December 13, 2016, filed with the Revdex.com. You said that you experienced signal issues and you requested an adjustment to your bill. When we...
spoke, you advised me that you had experienced heavy snow recently. As I informed you, snow can block the signal so without knowing whether your dish was covered in snow, we are unable to fully troubleshoot your issue. As I explained in my responses to your previous Revdex.com complaints, your account is no longer eligible for any adjustments due to the number of adjustments you have received in the past. Per your request, I disconnected your account. 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.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
December 18, 2015
[redacted]
Dear Mr. [redacted]:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com.
You said that DISH Network...
processed a $388.51 charge against your credit card account. You are not a DISH Network customer so you disputed the transaction. You indicated that the dispute was reversed so you requested that the charge be refunded.
When we spoke on December 14, 2015, I explained that we would require the credit card number to locate the DISH Network account that your credit card information is linked to so we may investigate the matter. You indicated that you would contact me with that information so we could address the matter. As of today, there has been no response.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 2, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed...
with the Revdex.com.
You stated that you disconnected your DISH Network account in March 2015. You made an overpayment of $100.00 on your disconnected account. You have made several unsuccessful attempts to resolve this matter and you requested a refund for the overpayment.
When we spoke on September 1, 2015, I apologized for the difficulty that you experienced and I have issued a refund. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There still has not been a refund. All I keep hearing from your company is £ need to wait for the refund. I have called twice now and always the same thing. Until I get the refund this is not resolved.
Final Business Response /* (4000, 10, 2015/10/01) */
September 29, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your rebuttal, dated September 23, 2015, filed with the Revdex.com.
You indicated that DISH Network has not provided the $100.00 refund you were offered. You requested that this matter be resolved.
In our September 25, 2015 email correspondence, I confirmed that the refund was requested as discussed. Due to an internal issue, the refund was not released. I apologized for the inconvenience and received confirmation today that the refund was released. It will post to your bank account in two to three business days. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 17, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 17, 2015, we received your complaint, dated December 16, 2015, filed with the Revdex.com.
You said that...
the technician cut a cable from your Time Warner box and you will have to pay to get it repaired. You are asking for this matter to be resolved.
When we spoke, I informed you that our records reflect that you signed off on the Service Agreement when the installation took place, indicating that it was completed to your satisfaction. Nonetheless, I offered you two months of free service as a resolution. You agreed to my offer and I advised you that the credit will be applied towards your service charges.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(720) 514-7039
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
December 28, 2016 Mr. [redacted]., [redacted] [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2016, we received your rebuttal, dated December 23, 2016, filed with the Revdex.com. You said that you don’t owe us any money because your service was interrupted due to nonpayment. You requested that we release you from your contract. You also indicated that you won’t make a payment until your service is restored. Unfortunately, we are unable to meet your requests. Your service will be restored once a payment is made for the past-due amount of $73.43. The early termination fee will not be waived. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:I only received two brief voicemails as of 02/16/18, which I returned, leaving voicemail myself. After ten years as a loyal Dish customer, I expected better treatment, more transparency, and a greater attempt at customer retention. Loyal customers want to feel valued and recognized for the longevity of the relationship. HD broadcasting started in 1996, so is not a new technology. Additionally, according to The [redacted], your comparison page does not specify new customers only, but rather indicates that HD service is ALWAYS free. https://www.dish.com/compare/ A refund would go a long way toward re-obtaining me as a customer.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/06) */
July 1, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On July 1, 2015, we received your correspondence, dated June 30, 2015, filed with...
the Revdex.com.
You expressed concern with the DISH Pause option and terms. You also provided feedback regarding the customer service you received.
When we spoke today, I advise you that we offer DISH Pause to our customers who are under a term commitment to avoid an early termination fee. This option allows the customer time to make arrangements to relocate their service over nine months. When DISH Pause ends the service is restored.
Our records show that a monthly email was sent to [email protected] advising of the account status. Your service was disconnected due to nonpayment on May 23, 2014.
During our conversation, I informed you that I reversed the $203.11 balance for service. We ask that the balance of $250.79 be paid for the early termination fee and tax. You accepted this resolution and said you will pay the balance at a later date.
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 ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate Dish giving me a partial refund and paying for the return boxes. All in all my experience with Dish was a positive experience and I would subscribe to them again in a heartbeat over cable and Directv. I have to repeat that we had many 1303 and 1305 errors over the time we had Dish, but they were intermittent. We would go days and weeks without the errors. It seemed we had more of them as we got to the end of our service with Dish. We decided to live with the errors because we would have to give up a day, take off work, and have to wait for a technician to show up. As for the errors we would find the majority of them were in the evenings and early mornings. I am not sure why, and since they would last from 30 seconds to 5 minutes we lived with it. This is not why I left Dish. I loved the product and would still be a customer if it was not for poor customer service. I ended up fixing a problem with a cable end, also finding the cable node was damaged and burnt. Once I fixed the cable I asked Dish to replace the end and the node but the technician on the phone refused saying it was against policy to send out a technician when you have a signal or picture. I explained what was wrong but that didn't matter. It wasn't the product, but the technician who was blatant and non-professional. I also paid for support during the time I had Dish. I have spoken with other technicians with Dish and they were very professional. When my satellite was originally installed the technician did the best job straightening up the cables, showing us how to use the remote, etc. I would give them an A+ for their efforts. For anyone who reads this post you should still go with Dish. You can't let one technician define their business. Their product is great and worth the money. I have had cable and Directv and they don't compare to The Joey and Hopper which Dish provides.
Sincerely,
[redacted]
May 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 25, 2017, we received your complaint, dated May 24, 2017, filed with the Revdex.com. You said that when you agreed to a new contract, you were told your monthly rate would be $75.00. You would like to have the monthly rate you were quoted, compensation, and to be released from your contract. When we spoke by phone, I told you that I reviewed the call during which you agreed to our Renewal Offer. I found that our agent quoted you $74.99 for your America’s Top 200 programming package, and you were advised of the $7.00 DVR fee and the $8.99 Protection Plan fee. There is no indication you were given inaccurate information. Although I am unable to release you from your contract, I will provide a $10.00 monthly credit for the next 12 months, as a courtesy to you. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
Initial Business Response /* (1000, 9, **15/05/0*) */
April 30, **15
Mr. [redacted]
[redacted], Apt. *
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 2*, **15, we received your complaint, dated April 24,...
**15, filed with the Revdex.com.
You said that you closed your DISH Network account because you didn't get the 922 receiver you were promised. You expressed concern regarding being charged an early termination fee.
Mr. [redacted], an Executive Resolution Specialist, contacted you by phone today and agreed to waive the early termination fee on your account, resulting in a zero balance. This decision was made because we were unable to locate a copy of your sales call recording.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri *:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
10** Cherokee St.
Denver, CO 80**4
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your complaint, dated September 17,...
2015, filed with the Revdex.com. My attempts to reach you by phone on September 22, 23 and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You disputed the balance on your DISH Network account. You requested that the balance be waived and the information be removed from your credit bureau file.
I waived the balance on your DISH Network account. In addition, I requested that the debt be removed from your credit bureau file. Please allow up to eight weeks for your credit bureau to be amended.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]