Complaint: [redacted]
I am rejecting this response because:website is not correct and deceptive. It doesn't state Huges Net available. It asks for your Zip and then tells you internet is available. States you need to call and they tell you at higher price you can have Huges net. If you go to other sites and trype in your zip or address, They tells you no internet available. They don't lead you on and try to sell you satilite TV. Other sites could be as deceptive as this company and tell you Hughes Net available. They don't. Hughes net is available everywhere. There is no location restrictions in US, Hawaii and Alaska. This satilite TV company has no special contract with Hughes or any special pricing. They are just being deceptive. Try to get folks on phone and sell them satellite TV... They need to change there website and deceptive practices. These executives with high priced jobs and fancy degrees need to learn the meaning of lies. And stop splitting hairs. Change your website and be honest or get off your high priced desk and expand service to the areas and Zips they claim they have internet access at. I hate companies that lie and are deceptive. They are the kind of business who have to trick people to drumm up business instead of offering quality service and ethical customer service.
Sincerely,
[redacted]
July 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You said that you received the incorrect equipment at installation. You also expressed concern about the level of customer service you received and your technician’s behavior. I attempted to reach you at [redacted] on July 24, 25 and 26, 2016. No voicemail was available, so I was unable to leave a message. While our records indicate that you received the correct equipment according to your initial work order, I made an exception and I waived your early termination fee. I’ve also forwarded your feedback concerning your experience to the appropriate department for internal review. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 7, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the...
Revdex.com.
You stated that you purchased DISH Network TV and dishNET Wireline internet service. The TV service was installed as scheduled; however, you experienced repeated delays with the internet installation. This had a negative impact on your internet-driven, home-based business and it led you to disconnect your TV service and obtain another service provider. You have been charged an early termination fee for your TV service and you requested that this fee be waived.
When we spoke on August 3, 2015, I agreed to waive your TV early termination fee, as a courtesy. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On December 6, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You expressed further concern with the charges for the installation of two TV wall mounts. You maintain that you paid the amount of $217.98 that you were initially quoted. Because you accepted the additional costs to have two TVs installed when the technician was at your home, the additional charges are valid. If you would like to accept my offer of a refund for half of the fees ($299.98), you may contact me directly. 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: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/11/30) */
November 20, 2015
Ms. [redacted]
[redacted]
[redacted] NY XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 10, 2015, we received your complaint, dated November 6,...
2015, filed with the Revdex.com.
You indicated that you filed a damage claim when you experienced a power outage after the DISH Network service was installed, and you have not received any follow-up.
I forwarded this to the Corporate Field Resolutions Department and they informed me that the installation office has denied your claim. They found that it was a standard installation and it was not the cause of the damage. I have enclosed a copy of the denial letter.
However, as we do not have a Digital Home Advantage 24-month agreement on file for you, I removed the commitment and you will not be charged an early termination fee. Although your service is currently on DISH Pause, you will not be charged an early termination fee when you disconnect the service in May 2016.
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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After what I have been through for the last 7 month the DISH network will never receive my business again and I will let other individuals know that ask what I have been through and what still needs to be done that DISH denies but is clearly evident at my seasonal residence that there is damage that needs to be repaired and they refuse to do so.
August 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You maintain that you are experiencing unresolved technical issues and the issues caused damage to your speaker. You also disputed the $7.00 additional receiver fee that was applied to your account and you requested a refund for the past four years. Furthermore, you mentioned pixilation issues that you experienced previously and you claim that you were overcharged for your service. Your DISH Network service was activated on August 18, 2014, with a 24-month commitment. Our records show that the pixilation issues that you initially reported were caused by trees that were blocking part of the signal. Although your 24-month commitment was waived at that time, you chose to keep your service. Based on the services that you subscribed to, your monthly charges were correct. However, as a courtesy, you have been provided with a total credit of $559.00 that was applied to your account over the past two years for programming offers and time without service. This also includes monthly credits to reduce your monthly rate. The recent issues that you mentioned with the volume fluctuation are not a known issue with our equipment. During our phone conversation on August 10, 2017, I agreed to schedule a free technician visit to address this issues. I also submitted a damage claim to research the damage to your speaker. Please allow up to 72 hours to be contacted by our Corporate Field Resolutions Department regarding this matter. A review of your account shows that you were initially installed with three receivers (a model 222 and two 211s). Please be advised that only the first receiver is included in the price of your package; therefore, you were billed two $7.00 HD receiver fees. On July 11, 2017, the 222 receiver was deactivated. As a result, one of the $7.00 fees was removed. Because these fees are valid, we are unable to honor your refund request. When I spoke with you by phone on August 10, 2017, I advised you that we are unable to honor your refund request. To address your technical issues, I scheduled a free technician visit for August 15, 2017. 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] Dear Ms. [redacted]: On April 21, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed further concern with the installation that was completed at your property. You again requested that DISH Network pay for the repairs to your home. As previously advised, your previous tenant requested and accepted the installation; however, I forwarded your concerns to DISH Network’s Corporate Field Resolutions Department. They will contact you within 48 hours to determine if a damage claim can be opened. 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: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 11, 2015, we received your...
complaint, dated June 10, 2015, filed with the Revdex.com.
You indicated that you did not authorize your babysitter to sign a 24-month agreement when you had your DISH Network equipment upgraded. You also disputed the early termination fee that was applied to your account when you disconnected the service. Additionally, you expressed concern that we automatically debited a payment.
By allowing someone to be present during the installation, you authorized that person to sign on your behalf.
Mr. [redacted] called on January 15, 2015, to request an equipment upgrade. A review of that phone call reveals that the 24-month agreement, the early termination fee, the equipment fees and the automatic payment were disclosed to him at that time.
Nevertheless, as an exception, I removed the $220.00 early termination fee. No refund is due as the $220.00 payment was retrieved by your bank through a dispute that you filed.
We strive to provide excellent service and regret that this experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish network is giving me the options to pay for the rest of the contract either by canceling and paying for the reminder of the year without the service or to pay for the rest of the year with the horrible package, so either way the only one who looses is me, we are not gonna reach an agreement at this point, again is a horrible company and I regret ever considering them for service and will tell everyone I know about my horrible experience with them.
Sincerely,
[redacted]
Complaint: [redacted]
I have attempted to reach [redacted] regarding this response on 5/19, 5/20, 5/23, and 5/24 and have not received a response. Although we would like to accept her proposal of 50 GB for $59.99 I have requested that we receive confirmation in writing. Review of our online profile after receiving this information continues to show only 10 GB of anytime data. Based on my dealings in this matter I am unwilling to accept this offer until I receive confirmation in writing. Also, please remove my phone numbers from her response, I do not want that information in this complaint. Until we receive confirmation in writing I will not close this matter.
Sincerely,
[redacted]
December 14, 2016 Dear Ms. [redacted]: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com. You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee. Our records indicate that you were enrolled in automatic payments and, as such, your balance of $520.85 was debited on your October 16, 2016, billing due date. Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for service. Enclosed is a copy of your Digital Home Advantage agreement for your records. As I advised you in my previous responses, we are unable to reverse your early termination fee. 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 ###-###-#### Enclosure
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You indicated that my response was unclear and you requested clarification on my offer. As we discussed, I waived your early termination fee as a courtesy and I offered to credit your DISH Network account up to $99.00 for you to have a technician inspect your TV. Please note that you requested additional compensation for your time and I advised you that as several technicians found nothing wrong with your DISH Network equipment, we are unable to provide you with additional compensation. Please note that your account has been active seven years. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You indicated that if your receiver is turned off on a G-rated channel, when you turn your receiver back on, it is on a different channel with MA content. You would like this issue fixed or to be released from your term commitment. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. Your service was activated on August 18, 2015, with a 24-month commitment. The Hopper with Sling receiver on your account is programmed to turn on to the most popular channel that was viewed on it. As this is an equipment feature, there is no alternative to disable or change this option. Our records show that your concerns were addressed on June 22, 2016, by Ms. [redacted] from our Executive Escalations Team. Although Ms. [redacted] offered to exchange the equipment for a receiver that does not have this feature, she also waived your term commitment. You opted to disconnect your service on June 24, 2016. Please note that your account will be left with a zero balance. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. 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: Monday-Friday, 6:30 am – 3:00 pm MDT [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. Dish honored what their Customer Service representative stated. They also came to a fair resolution on offering new equipment - however, it did come with a 24 month commitment. They were up front about this commitment.
Sincerely,
[redacted]
December 5, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You claim that you were unable to resolve a billing issue because our customer service agents did not speak clear English. Therefore, you disconnected your service and disputed the early termination fee. You requested that the account be removed from collections. You established this account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) on March 26, 2015, which included an early termination fee if the commitment was not fulfilled. The service was disconnected due to non-payment on April 22, 2016, and an early termination fee was applied to your account. We were able to locate one call on March 29, 2016. A review of this call reveals that the agent spoke perfect English. The agent advised you that your 12-month promotion ($40.00 monthly credit) expired and you were now being billed the regular rate. He offered to lower our package or to provide you with a $10.00 monthly credit, but you declined. During the call he also reminded you of the commitment and the early termination fee. The last payment we received was on February 27, 2017, for $52.21. No further payments were made and the balance carried over, which resulted in the service being disconnected for non-payment on April 22, 2016. Since you did not fulfill your commitment, you were charged a $220.00 early termination fee. You were also billed a $10.00 equipment return fee and $101.17 for service rendered. The total balance of $331.17 was sent to collections on June 3, 2016, and was not paid until November 13, 2017. When I spoke with you by telephone today, I advised you that your credit file will be updated to show that the debt was paid; however, it cannot be removed completely from your file. During our conversation, you requested all records for your account. To receive the account records you requested, we require a subpoena be provided to DISH Network L.L.C. via fax (720) 514-6359 or mail: DISH Network L.L.C, Attn: Subpoena Request, PO Box 6655, Englewood, CO 80155. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the balance on your account. You maintain that you changed service providers in August 2015, but you continued to be billed for DISH Network service. Our records do not show that you contacted us in August 2015 to disconnect your service. Although your service was interrupted for non-payment on August 7, 2015, the service was restored on August 12, 2015, when we received a payment. Your service was once again interrupted on September 7, 2015. Since we did not receive a payment, your service was fully disconnected on October 7, 2015, and the service charges were backdated to September 7, 2015. You opted to restart your service on December 2, 2015. At that time, a payment of $160.97 was made to cover the past-due balance on your account. On December 2, 2015, a billing statement of $154.75 generated for service from December 2, 2015, through January 1, 2015. We did not receive a payment for the balance. As a result, the billing statement of $331.47 that generated on January 2, 2015 (for service from January 2, 2016, through February 1, 2016), included the unpaid balance and new month’s charges. When I spoke with you by phone today, I advised you that I made an exception and applied a credit of $158.74 for the time without service. I also reversed a $7.00 late fee. This will reduce your current balance from $331.47 to $165.73. 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: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
I do not accept the response as the rep clearly states my bill should have been $89, with that being said please explain WHY I have never received a bill less then $120......? I have moved on to Direct TV better programming and indeed my bill has been $79.83 for the exact programming and equipment! I was provided a $50 credit on my first bill due to a technician with Dish Network coming into my home and cursing at me because I refused to my his surge protector not for any other reason. Yes my bill was paid partial every month because I never budgeted to be lied to and take advantage of at over $120 per month for sub standard television service horrible customer service. You have some nerve saying I was provided with premium movie channels free for 3 months well so is every other customer when signing up for service! What A JOKE! Please review the sales call where I reconnected service and was ever told that the special pricing or so called special pricing had been forfeit??????? This is the absolute WORST company horrible business practices! I would be ashamed to lie to people all day for a measly $10 an HR! I have terms for a lawsuit and will proceed if this is not released with no debt!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Thank you for the email message. Unfortunately, I do not understand the outcome. Did you receive a response back from the Business (Dish)? Please update me with next steps.
Sincerely,
[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. The business responded promptly and professionally. I would recommend them to others as they have restored my faith in their business.
[redacted]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your correspondence, dated August 5, 2016, filed with the Revdex.com. You expressed dissatisfaction with the internet service. You expressed concern with the billing and the early...
termination fee. You requested that the balance be removed from your account. We regret that the internet service was not to your satisfaction. You were billed for the TV and internet services through the disconnection date. Because your account was disconnected prior to the promotional fulfillment date, you were billed for the early termination and for two return box fees, for a total of $408.17. Since the balance was not paid in a timely manner, your account was sent to collections. When we spoke today, I informed you that I made an exception and removed the balance of $258.17 from your account. You said that you have mailed in a payment for the same amount. When the payment is posted to your account, a refund will be submitted. You accepted this resolution. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: [redacted]
I am rejecting this response because:website is not correct and deceptive. It doesn't state Huges Net available. It asks for your Zip and then tells you internet is available. States you need to call and they tell you at higher price you can have Huges net. If you go to other sites and trype in your zip or address, They tells you no internet available. They don't lead you on and try to sell you satilite TV. Other sites could be as deceptive as this company and tell you Hughes Net available. They don't. Hughes net is available everywhere. There is no location restrictions in US, Hawaii and Alaska. This satilite TV company has no special contract with Hughes or any special pricing. They are just being deceptive. Try to get folks on phone and sell them satellite TV... They need to change there website and deceptive practices. These executives with high priced jobs and fancy degrees need to learn the meaning of lies. And stop splitting hairs. Change your website and be honest or get off your high priced desk and expand service to the areas and Zips they claim they have internet access at. I hate companies that lie and are deceptive. They are the kind of business who have to trick people to drumm up business instead of offering quality service and ethical customer service.
Sincerely,
[redacted]
July 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You said that you received the incorrect equipment at installation. You also expressed concern about the level of customer service you received and your technician’s behavior. I attempted to reach you at [redacted] on July 24, 25 and 26, 2016. No voicemail was available, so I was unable to leave a message. While our records indicate that you received the correct equipment according to your initial work order, I made an exception and I waived your early termination fee. I’ve also forwarded your feedback concerning your experience to the appropriate department for internal review. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 7, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the...
Revdex.com.
You stated that you purchased DISH Network TV and dishNET Wireline internet service. The TV service was installed as scheduled; however, you experienced repeated delays with the internet installation. This had a negative impact on your internet-driven, home-based business and it led you to disconnect your TV service and obtain another service provider. You have been charged an early termination fee for your TV service and you requested that this fee be waived.
When we spoke on August 3, 2015, I agreed to waive your TV early termination fee, as a courtesy. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On December 6, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You expressed further concern with the charges for the installation of two TV wall mounts. You maintain that you paid the amount of $217.98 that you were initially quoted. Because you accepted the additional costs to have two TVs installed when the technician was at your home, the additional charges are valid. If you would like to accept my offer of a refund for half of the fees ($299.98), you may contact me directly. 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: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/11/30) */
November 20, 2015
Ms. [redacted]
[redacted]
[redacted] NY XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 10, 2015, we received your complaint, dated November 6,...
2015, filed with the Revdex.com.
You indicated that you filed a damage claim when you experienced a power outage after the DISH Network service was installed, and you have not received any follow-up.
I forwarded this to the Corporate Field Resolutions Department and they informed me that the installation office has denied your claim. They found that it was a standard installation and it was not the cause of the damage. I have enclosed a copy of the denial letter.
However, as we do not have a Digital Home Advantage 24-month agreement on file for you, I removed the commitment and you will not be charged an early termination fee. Although your service is currently on DISH Pause, you will not be charged an early termination fee when you disconnect the service in May 2016.
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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After what I have been through for the last 7 month the DISH network will never receive my business again and I will let other individuals know that ask what I have been through and what still needs to be done that DISH denies but is clearly evident at my seasonal residence that there is damage that needs to be repaired and they refuse to do so.
August 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You maintain that you are experiencing unresolved technical issues and the issues caused damage to your speaker. You also disputed the $7.00 additional receiver fee that was applied to your account and you requested a refund for the past four years. Furthermore, you mentioned pixilation issues that you experienced previously and you claim that you were overcharged for your service. Your DISH Network service was activated on August 18, 2014, with a 24-month commitment. Our records show that the pixilation issues that you initially reported were caused by trees that were blocking part of the signal. Although your 24-month commitment was waived at that time, you chose to keep your service. Based on the services that you subscribed to, your monthly charges were correct. However, as a courtesy, you have been provided with a total credit of $559.00 that was applied to your account over the past two years for programming offers and time without service. This also includes monthly credits to reduce your monthly rate. The recent issues that you mentioned with the volume fluctuation are not a known issue with our equipment. During our phone conversation on August 10, 2017, I agreed to schedule a free technician visit to address this issues. I also submitted a damage claim to research the damage to your speaker. Please allow up to 72 hours to be contacted by our Corporate Field Resolutions Department regarding this matter. A review of your account shows that you were initially installed with three receivers (a model 222 and two 211s). Please be advised that only the first receiver is included in the price of your package; therefore, you were billed two $7.00 HD receiver fees. On July 11, 2017, the 222 receiver was deactivated. As a result, one of the $7.00 fees was removed. Because these fees are valid, we are unable to honor your refund request. When I spoke with you by phone on August 10, 2017, I advised you that we are unable to honor your refund request. To address your technical issues, I scheduled a free technician visit for August 15, 2017. 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] [redacted]
[redacted] Dear Ms. [redacted]: On April 21, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed further concern with the installation that was completed at your property. You again requested that DISH Network pay for the repairs to your home. As previously advised, your previous tenant requested and accepted the installation; however, I forwarded your concerns to DISH Network’s Corporate Field Resolutions Department. They will contact you within 48 hours to determine if a damage claim can be opened. 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: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 11, 2015, we received your...
complaint, dated June 10, 2015, filed with the Revdex.com.
You indicated that you did not authorize your babysitter to sign a 24-month agreement when you had your DISH Network equipment upgraded. You also disputed the early termination fee that was applied to your account when you disconnected the service. Additionally, you expressed concern that we automatically debited a payment.
By allowing someone to be present during the installation, you authorized that person to sign on your behalf.
Mr. [redacted] called on January 15, 2015, to request an equipment upgrade. A review of that phone call reveals that the 24-month agreement, the early termination fee, the equipment fees and the automatic payment were disclosed to him at that time.
Nevertheless, as an exception, I removed the $220.00 early termination fee. No refund is due as the $220.00 payment was retrieved by your bank through a dispute that you filed.
We strive to provide excellent service and regret that this experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish network is giving me the options to pay for the rest of the contract either by canceling and paying for the reminder of the year without the service or to pay for the rest of the year with the horrible package, so either way the only one who looses is me, we are not gonna reach an agreement at this point, again is a horrible company and I regret ever considering them for service and will tell everyone I know about my horrible experience with them.
Sincerely,
[redacted]
Complaint: [redacted]
I have attempted to reach [redacted] regarding this response on 5/19, 5/20, 5/23, and 5/24 and have not received a response. Although we would like to accept her proposal of 50 GB for $59.99 I have requested that we receive confirmation in writing. Review of our online profile after receiving this information continues to show only 10 GB of anytime data. Based on my dealings in this matter I am unwilling to accept this offer until I receive confirmation in writing. Also, please remove my phone numbers from her response, I do not want that information in this complaint. Until we receive confirmation in writing I will not close this matter.
Sincerely,
[redacted]
December 14, 2016 Dear Ms. [redacted]: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com. You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee. Our records indicate that you were enrolled in automatic payments and, as such, your balance of $520.85 was debited on your October 16, 2016, billing due date. Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for service. Enclosed is a copy of your Digital Home Advantage agreement for your records. As I advised you in my previous responses, we are unable to reverse your early termination fee. 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 ###-###-#### Enclosure
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You indicated that my response was unclear and you requested clarification on my offer. As we discussed, I waived your early termination fee as a courtesy and I offered to credit your DISH Network account up to $99.00 for you to have a technician inspect your TV. Please note that you requested additional compensation for your time and I advised you that as several technicians found nothing wrong with your DISH Network equipment, we are unable to provide you with additional compensation. Please note that your account has been active seven years. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
June 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # 11513230 ...
[redacted] Dear Ms. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You indicated that if your receiver is turned off on a G-rated channel, when you turn your receiver back on, it is on a different channel with MA content. You would like this issue fixed or to be released from your term commitment. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. Your service was activated on August 18, 2015, with a 24-month commitment. The Hopper with Sling receiver on your account is programmed to turn on to the most popular channel that was viewed on it. As this is an equipment feature, there is no alternative to disable or change this option. Our records show that your concerns were addressed on June 22, 2016, by Ms. [redacted] from our Executive Escalations Team. Although Ms. [redacted] offered to exchange the equipment for a receiver that does not have this feature, she also waived your term commitment. You opted to disconnect your service on June 24, 2016. Please note that your account will be left with a zero balance. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. 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: Monday-Friday, 6:30 am – 3:00 pm MDT [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. Dish honored what their Customer Service representative stated. They also came to a fair resolution on offering new equipment - however, it did come with a 24 month commitment. They were up front about this commitment.
Sincerely,
[redacted]
December 5, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You claim that you were unable to resolve a billing issue because our customer service agents did not speak clear English. Therefore, you disconnected your service and disputed the early termination fee. You requested that the account be removed from collections. You established this account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) on March 26, 2015, which included an early termination fee if the commitment was not fulfilled. The service was disconnected due to non-payment on April 22, 2016, and an early termination fee was applied to your account. We were able to locate one call on March 29, 2016. A review of this call reveals that the agent spoke perfect English. The agent advised you that your 12-month promotion ($40.00 monthly credit) expired and you were now being billed the regular rate. He offered to lower our package or to provide you with a $10.00 monthly credit, but you declined. During the call he also reminded you of the commitment and the early termination fee. The last payment we received was on February 27, 2017, for $52.21. No further payments were made and the balance carried over, which resulted in the service being disconnected for non-payment on April 22, 2016. Since you did not fulfill your commitment, you were charged a $220.00 early termination fee. You were also billed a $10.00 equipment return fee and $101.17 for service rendered. The total balance of $331.17 was sent to collections on June 3, 2016, and was not paid until November 13, 2017. When I spoke with you by telephone today, I advised you that your credit file will be updated to show that the debt was paid; however, it cannot be removed completely from your file. During our conversation, you requested all records for your account. To receive the account records you requested, we require a subpoena be provided to DISH Network L.L.C. via fax (720) 514-6359 or mail: DISH Network L.L.C, Attn: Subpoena Request, PO Box 6655, Englewood, CO 80155. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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[redacted] Dear Ms. [redacted]: ...
On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the balance on your account. You maintain that you changed service providers in August 2015, but you continued to be billed for DISH Network service. Our records do not show that you contacted us in August 2015 to disconnect your service. Although your service was interrupted for non-payment on August 7, 2015, the service was restored on August 12, 2015, when we received a payment. Your service was once again interrupted on September 7, 2015. Since we did not receive a payment, your service was fully disconnected on October 7, 2015, and the service charges were backdated to September 7, 2015. You opted to restart your service on December 2, 2015. At that time, a payment of $160.97 was made to cover the past-due balance on your account. On December 2, 2015, a billing statement of $154.75 generated for service from December 2, 2015, through January 1, 2015. We did not receive a payment for the balance. As a result, the billing statement of $331.47 that generated on January 2, 2015 (for service from January 2, 2016, through February 1, 2016), included the unpaid balance and new month’s charges. When I spoke with you by phone today, I advised you that I made an exception and applied a credit of $158.74 for the time without service. I also reversed a $7.00 late fee. This will reduce your current balance from $331.47 to $165.73. 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: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### [redacted] [redacted]
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[redacted]
I do not accept the response as the rep clearly states my bill should have been $89, with that being said please explain WHY I have never received a bill less then $120......? I have moved on to Direct TV better programming and indeed my bill has been $79.83 for the exact programming and equipment! I was provided a $50 credit on my first bill due to a technician with Dish Network coming into my home and cursing at me because I refused to my his surge protector not for any other reason. Yes my bill was paid partial every month because I never budgeted to be lied to and take advantage of at over $120 per month for sub standard television service horrible customer service. You have some nerve saying I was provided with premium movie channels free for 3 months well so is every other customer when signing up for service! What A JOKE! Please review the sales call where I reconnected service and was ever told that the special pricing or so called special pricing had been forfeit??????? This is the absolute WORST company horrible business practices! I would be ashamed to lie to people all day for a measly $10 an HR! I have terms for a lawsuit and will proceed if this is not released with no debt!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Thank you for the email message. Unfortunately, I do not understand the outcome. Did you receive a response back from the Business (Dish)? Please update me with next steps.
Sincerely,
[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. The business responded promptly and professionally. I would recommend them to others as they have restored my faith in their business.
[redacted]
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your correspondence, dated August 5, 2016, filed with the Revdex.com. You expressed dissatisfaction with the internet service. You expressed concern with the billing and the early...
termination fee. You requested that the balance be removed from your account. We regret that the internet service was not to your satisfaction. You were billed for the TV and internet services through the disconnection date. Because your account was disconnected prior to the promotional fulfillment date, you were billed for the early termination and for two return box fees, for a total of $408.17. Since the balance was not paid in a timely manner, your account was sent to collections. When we spoke today, I informed you that I made an exception and removed the balance of $258.17 from your account. You said that you have mailed in a payment for the same amount. When the payment is posted to your account, a refund will be submitted. You accepted this resolution. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####