Initial Business Response /* (1000, 10, 2015/10/02) */
September 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your complaint, dated September...
18, 2015, filed with the Revdex.com.
You said that we told you that you didn't have a balance due; however, you have been receiving collection notices indicating that you owe $412.00. You requested that the balance be waived and for the debt to be removed from your credit bureau file.
When we spoke I informed you that the balance is from your bundled account with dishNET Wireline. The balance is $412.43 which consists of a $227.50 early termination fee and $184.93 for services rendered. I told you that I was able to have your early termination fee waived, but the remaining balance is valid.
I offered to have the debt removed from your credit bureau file once the balance of $184.93 was paid. You agreed to my offer and made your final payment of $184.93. It may take up to eight weeks for the debt to be removed from your credit bureau file.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish was very fair in handling my case. I am, however, adamant that I did not receive any collection notices regarding this bill, or I would have handled it at that time since my credit is very important to me. I am assuming it either went to the wrong PO Box or my old address where the service had been connected. I have no idea.
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the...
Revdex.com.
You indicated that your internet data was being used up too fast. You maintain that you only use the service for checking emails, browsing the internet, and Facebook.
When we spoke by phone, I explained that we reviewed your usage for this month and found that roughly 50% of your usage has been web browsing, roughly 30% has been from marketplaces (such as the Apple App Store, Google Play Store, etc.), and the last 20% comprises other categories.
I advised you that we also offer a higher package option that includes 15GB anytime hours and 15GB off-peak hours for $79.99 a month.
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]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish Network is responsible to get the permission of the owner before installing a satellite dish. They failed to meet this responsibility. The small claims court judge will agree with me that they are directly responsible for the damage they caused to my property. My complaint remains unresolved.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on February 1, 3 and 4, 2016, and I left three messages. You maintain that when you signed up for the...
internet service you were told that you would receive 25/25 GB, but you are not receiving this amount. DISH Network does not offer a 25/25 GB package for internet. The highest internet package that we offer is 15/50 GB and you subscribe to the 10/50 GB. A review of your sales call from December 24, 2015, reveals that you were informed that the highest data package we offer is 15/50 GB, which would be approximately $80.00 per month. An additional GB is $10.00. You were not informed that we had a 25/25 GB package. Because of the confusion, I released you from the 24-month commitment to internet service. If you choose to disconnect your internet service, there will be no penalty. However, the TV commitment remains valid. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
Mr. [redacted]
10 Chelsea Ct.
Madison, WI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 25, 2015, we received your correspondence, dated June 24, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
The spelling of your name
Equipment return
Collection attempts
Removal of dish
I attempted to reach you at (XXX) XXX-XXXX on June 25, 26 and 30, 2015. I left three voice messages.
I have updated the spelling of your name on your account.
We have no record that the 722 model receiver was returned to DISH Network. As a result you were billed $199.00 for the unreturned equipment. I made an exception and reversed this fee from your account.
As of June 30, 2015, your DISH Network account is at a zero balance. The information will be removed from your credit report. Please allow eight weeks for processing through the credit bureaus.
DISH Network does not require the return of the dish and we do not offer a service for the removal. Once a dish is installed, it is considered a permanent fixture on the home. If you would like the dish removed, please contact a local retailer or handyman service. Please note that service fees may apply.
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,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
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.
Your assistance was very much appreciated, thank you.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 21, 2015
[redacted]
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 11, 2015, we received your complaint,...
dated August 10, 2015, filed with the Revdex.com.
You indicated that your DISH Network receiver has not been working and that when you requested a replacement, one was sent to you through UPS but it was not delivered. As a result, you are unable to use your service and you asked to have your service disconnected without an early termination fee (ETF).
When I spoke with you on August 19, 2015, I explained to you that we have been sending the receiver through UPS but they have returned it to DISH Network stating that the address is incorrect. I also advised you that I have made an exception and reduced your ETF to $99.00 if you decide to disconnect your service. I provided you with other options to get you a new receiver and you stated that you will contact me with a decision.
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 - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SI estoy de acuerdo con lo pactado por el Sr. Carlos Barben de pagar la cantidad de $ 99.99 para dejar sin efecto el contrato con DISH,este me dejo saber que si yo pagaba esa cantidad era lo unico que ellos me iban a facturar y debitarlo de mi cuenta bancaria,hasta aqui todo estaba bien pero luego recibi una factura por la cantidad de $64.98 por el mes de 24 agosto 2015,cuando para agosto 3 2015 le hce un pago de $ 11.95 del mes al cual se le habian hecho ajustes por no tener servicio,si pague el mes de renta en agosto por que tengo que volver a pagar si se me susupendio el servicio tan pronto hable con el Sr.Carlos no ceo que yo tenga que pagar esa mensualidad por que ya pague,ademas yo quede con este Sr.Carlos no se me iba a facturar mas.Deseo se investigue eta situacion tambien.Estoy en espera de la caja que supuestamente se me iba a enviar por ups para devolucion del equipo que al dia de hoy 28 de agosto no la he recibido.Espero todo se pueda aclarar y muchas gracias por su intervencion
Final Business Response /* (4000, 19, 2015/09/29) */
September 22, 2015
[redacted]
[redacted] XXXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com.
You stated that you have not received the packaging materials to return the leased DISH Network equipment and mentioned that you spoke with the UPS manager of the store near your house who gave you his email address to use for the labels, but you have not received anything.
When I spoke with you today, you confirmed that you had received the packaging materials, sent back the equipment and you consider this case closed.
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 - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 26, 2015/09/30) */
Muchas gracias por su ayuda,caso se reslvio satiafactoriamente llgue a un acuerdo con Dish.Me fuero enviadas las cajas para devolver el equipo y estas fuero devultas y recibi recibo cancelacion de la devoluccion.
A ustedes muchas gracias por el excelente trabajo y por haberme ayudado a resolver mi problemas,Dios les bendiga por lo que hacen por la Humanidad desventajada como los ancianos como yo.Mil gracias.
June 14, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com. You indicated that you were advised to change your programming on June 4, 2016, to avoid prorated charges. After you did this, prorated charges were applied to your account and you requested that they be removed. In addition, you expressed concern with the customer service you received. When I spoke with you by telephone today, I informed you that one June 7, 2016, you were provided a $29.00 credit to your account to offset the $9.16 prorated charges. You are billed for service from the 15th of each month to the 14th of the following month. To avoid prorated charges, programming must be changed on the 14th of the month. Keep in mind that your bill will cycle before the changes are reflected. I apologize for the customer service you received. We strive to provide excellent service, and we regret that your experience was unfavorable. 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 through Friday 7:00 am to 3:30 pm MDT
August 17, 2016 Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You said that you disconnected your service due to the takedown of two of your local channels. You expressed...
concern regarding not being told that your programming is subject to change. When we spoke, I advised you that we do disclose at the point of sale that programming is subject to change. This is also stipulated in our contract agreement. In the interest of customer service, I agreed to waive your $260.00 early termination fee. Your new final balance is $25.69. You said that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Tell us why here...September 28, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. You expressed concern regarding the cost to have your satellite dish removed. You feel that the...
entire satellite dish should be removed, including the mast that you were told would be left behind. You also have concerns about your roof leaking in the future due to the installation of the satellite dish. You asked that we remove your satellite dish at no cost, including the mast. When we spoke, I informed you that we charge $95.00 to have the satellite dish removed. We don’t request that it be returned, as we consider it to be a permanent fixture. When we remove the satellite dish we leave the mast behind, as this will help with leak prevention. You told me that you will be removing the satellite dish yourself and you will leave the mast. I advised you that we will investigate any damage claim brought to our attention for an installation that we completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were billed for a year of DISH Network service when you did not have the service. When I contacted you by telephone today, you were unable to discuss this issue. DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution. A review of this account reveals that since March 26, 2015, it was placed on nine months of DISH Pause. The pause expired on December 28, 2015, and the service was automatically restarted. During the nine months of DISH Pause, you were not charged for service. You were only charged the $5.00 monthly DISH Pause fee during that time. Because of the $79.01 payment that you made on April 13, 2015, the charges for those months were covered. You were only charged for service from December 28, 2015, to February 10, 2016. I removed the balance of $47.22. Additionally, I submitted a refund for $60.54. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 27, 2018, filed with the Revdex.com. You indicated that when you signed up for DISH Network service, you were provided with the incorrect programming package. You were quoted a price of $54.00 per month but when you called back to change to the America's Top 120 package, the agent advised you that your monthly price was $58.14. You said that you were unaware that there was an additional fee for the second receiver. You disputed a bill for $103.00 and requested to be released from your 24-month commitment. You initiated your service through Infinity Sales Group, an independent retailer, under the Digital Home Advantage (DHA) 24-month commitment. I requested a review of the sales call. We charge an additional fee for each receiver beyond the first. Your first bill of $105.93 included the purchase of a $39.99 surge protector. When I spoke with you by telephone today, I advised you that since I was unable to locate your signed DHA agreement, I released you from your commitment and waived the early termination fee. Per your request, I disconnected your service and advised you to return the receivers and remotes to avoid unreturned equipment fees. Please keep the return tracking numbers for your records. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/05/22) */
May 21, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 14, 2015, we received your correspondence, dated May 13, 2015, filed...
with the Revdex.com.
You said you canceled your service in March 2015 and you expressed concern with the refund processing time frame.
Our records reveal that refund check number [redacted] was mailed to your address on May 15, 2015.
When we corresponded via email on May 20, 2015, you advised me that you have received the refund check.
We apologize for 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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received refund check
Tell us why here...April 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your rebuttal, dated April 1, 2016, filed with the Revdex.com. You provided the dates you called us regarding technical issues. You request that we waive the early termination fee associated with your promotion. · 2/13/15 no call· 2/22/15 call on 2/21/15 Customer added a RCA converter that was causing static · 3/2/15 issues resolved TV was on incorrect input· 3/13/15 no calls· 3/22/15 called for credits · 6/4/15 no call· 8/5/15 no call· 8/12/15 no issue found · 12/2/15 no issues found· 12/13/15 issues resolved educated how to format screen· 1/6/16 no call· 2/4/16 called for credits· 2/12/16 acct was closed Your request is denied; however, my offer for a credit of $124.00 is still available. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]
September 30, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You maintain that in May 2016 you requested that DISH Network change your due date to the 23rd of the month, but your...
service is being disconnected on the 16th of the month. Additionally, you indicated that your monthly rate should be $72.85; however, you have been charged $109.00. You requested that your monthly rate be corrected and your due date be changed to the 23rd. A review of your account reveals that you were receiving a credit of $40.00 for the first 12 months of service as part of a new customer promotion. The final $40.00 adjustment was applied on July 3, 2016. You also received an additional $10.00 off each month for 12 months for enrolling in eAutoPay. This credit stopped when we received a declined response from your credit card company in June 2016. Our records indicate that we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is processed. When we spoke, you did not accept my explanation. You requested that your account be canceled and a box be sent to return the equipment. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We strive to provide excellent service and we 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
My complaint #[redacted] against Dish has been resolved and I am satisfied. I am very grateful to you and to Revdex.com for all your help. Kind regards, [redacted]
Complaint: [redacted]
I am rejecting this response because: I have had nothing but issues with dish from the moment, accepted the contract. I have received a few credits not nearly as much as I should. I received half a bill for the last issue when tech support came out, which should have been more for all the inconvenience that I have had. Now I'm having issues with 2 of the remote controls not working properly. I hope my issues can be resolved, so I can experience awesome satellite TV from Dish.
Sincerely,
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You expressed concern with the replacement of equipment and you requested compensation. You also provided feedback regarding your customer service experience. When we spoke today, I informed you that I reviewed your recorded calls. Your compensation request cannot be honored. I advised you that a time-without-service credit of $16.27 was applied to your account for August 8, 2016, through August 12, 2016 (the date the receiver was installed). Because you are unhappy with the services, I made an exception and I waived your Digital Home Advantage term commitment. You may cancel your service at any time without a penalty. We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback. 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, 6:00 am to 2:30 pm MST
Complaint: [redacted]
I am rejecting this response because: Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Their response is filled with errors. DISH did NOT accept any responsibility for the INCORRECT initial installation, that was the root cause for the loss of signal. When the "free" tech arrived, and he saw where DISH was installed, he blurted out "that will have to be moved." Also, I made more than one call. I indicated in the complaint, Dish rejected several calls with the recorded message "storms in your area." Their way of avoiding customer service. Also, I did NOT indicate that the signal issue was "cleared up" during the referenced phone call and that the issue was to be dropped. Also, let it be noted that DISH NEVER followed up to see if the signal issue was continuing or not. But then, a company would have to really care about their customers to do that. Though this "tech" (?), as I indicated in the complaint, did say during the call that since I had a picture, that the issue was cleared up. I kept asking the "tech" (?) if the signal strength was acceptable to Dish. He refused to answer the question by continually ignoring it. Also, I did NOT accept a "free" tech visit, I sent an e mail containing various transponders and the signal strength for each. I stated that if DISH found those acceptable, to state such. If not, then the ball was in DISH hands to what they deemed needed to be done. DISH made the decision on data provided by me to send a Tech out.Bottom line, Dish ought to do the right thing, admit that the installation tech (who no longer works for them) did an incorrect installation, which caused the problems, and refund $$ for not fulfilling their end of the contract with a correct installation and not providing all services/channels paid for. I very strongly suspect that this will never happen as DISH has neither shown a lot of accuracy in statements nor accepted responsibility for their sloppy installation. With that said, I consider this complaint closed and accept the Devil I chose for TV viewing.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/10/02) */
September 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your complaint, dated September...
18, 2015, filed with the Revdex.com.
You said that we told you that you didn't have a balance due; however, you have been receiving collection notices indicating that you owe $412.00. You requested that the balance be waived and for the debt to be removed from your credit bureau file.
When we spoke I informed you that the balance is from your bundled account with dishNET Wireline. The balance is $412.43 which consists of a $227.50 early termination fee and $184.93 for services rendered. I told you that I was able to have your early termination fee waived, but the remaining balance is valid.
I offered to have the debt removed from your credit bureau file once the balance of $184.93 was paid. You agreed to my offer and made your final payment of $184.93. It may take up to eight weeks for the debt to be removed from your credit bureau file.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish was very fair in handling my case. I am, however, adamant that I did not receive any collection notices regarding this bill, or I would have handled it at that time since my credit is very important to me. I am assuming it either went to the wrong PO Box or my old address where the service had been connected. I have no idea.
I would like the Western Union Card credited for 220.00 that Dish Network requested to debit on 10-3-16 and has received. Thank You
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the...
Revdex.com.
You indicated that your internet data was being used up too fast. You maintain that you only use the service for checking emails, browsing the internet, and Facebook.
When we spoke by phone, I explained that we reviewed your usage for this month and found that roughly 50% of your usage has been web browsing, roughly 30% has been from marketplaces (such as the Apple App Store, Google Play Store, etc.), and the last 20% comprises other categories.
I advised you that we also offer a higher package option that includes 15GB anytime hours and 15GB off-peak hours for $79.99 a month.
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]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish Network is responsible to get the permission of the owner before installing a satellite dish. They failed to meet this responsibility. The small claims court judge will agree with me that they are directly responsible for the damage they caused to my property. My complaint remains unresolved.
Sincerely,
[redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on February 1, 3 and 4, 2016, and I left three messages. You maintain that when you signed up for the...
internet service you were told that you would receive 25/25 GB, but you are not receiving this amount. DISH Network does not offer a 25/25 GB package for internet. The highest internet package that we offer is 15/50 GB and you subscribe to the 10/50 GB. A review of your sales call from December 24, 2015, reveals that you were informed that the highest data package we offer is 15/50 GB, which would be approximately $80.00 per month. An additional GB is $10.00. You were not informed that we had a 25/25 GB package. Because of the confusion, I released you from the 24-month commitment to internet service. If you choose to disconnect your internet service, there will be no penalty. However, the TV commitment remains valid. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/02) */
June 30, 2015
Mr. [redacted]
10 Chelsea Ct.
Madison, WI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 25, 2015, we received your correspondence, dated June 24, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
The spelling of your name
Equipment return
Collection attempts
Removal of dish
I attempted to reach you at (XXX) XXX-XXXX on June 25, 26 and 30, 2015. I left three voice messages.
I have updated the spelling of your name on your account.
We have no record that the 722 model receiver was returned to DISH Network. As a result you were billed $199.00 for the unreturned equipment. I made an exception and reversed this fee from your account.
As of June 30, 2015, your DISH Network account is at a zero balance. The information will be removed from your credit report. Please allow eight weeks for processing through the credit bureaus.
DISH Network does not require the return of the dish and we do not offer a service for the removal. Once a dish is installed, it is considered a permanent fixture on the home. If you would like the dish removed, please contact a local retailer or handyman service. Please note that service fees may apply.
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,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
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.
Your assistance was very much appreciated, thank you.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 21, 2015
[redacted]
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 11, 2015, we received your complaint,...
dated August 10, 2015, filed with the Revdex.com.
You indicated that your DISH Network receiver has not been working and that when you requested a replacement, one was sent to you through UPS but it was not delivered. As a result, you are unable to use your service and you asked to have your service disconnected without an early termination fee (ETF).
When I spoke with you on August 19, 2015, I explained to you that we have been sending the receiver through UPS but they have returned it to DISH Network stating that the address is incorrect. I also advised you that I have made an exception and reduced your ETF to $99.00 if you decide to disconnect your service. I provided you with other options to get you a new receiver and you stated that you will contact me with a decision.
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 - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SI estoy de acuerdo con lo pactado por el Sr. Carlos Barben de pagar la cantidad de $ 99.99 para dejar sin efecto el contrato con DISH,este me dejo saber que si yo pagaba esa cantidad era lo unico que ellos me iban a facturar y debitarlo de mi cuenta bancaria,hasta aqui todo estaba bien pero luego recibi una factura por la cantidad de $64.98 por el mes de 24 agosto 2015,cuando para agosto 3 2015 le hce un pago de $ 11.95 del mes al cual se le habian hecho ajustes por no tener servicio,si pague el mes de renta en agosto por que tengo que volver a pagar si se me susupendio el servicio tan pronto hable con el Sr.Carlos no ceo que yo tenga que pagar esa mensualidad por que ya pague,ademas yo quede con este Sr.Carlos no se me iba a facturar mas.Deseo se investigue eta situacion tambien.Estoy en espera de la caja que supuestamente se me iba a enviar por ups para devolucion del equipo que al dia de hoy 28 de agosto no la he recibido.Espero todo se pueda aclarar y muchas gracias por su intervencion
Final Business Response /* (4000, 19, 2015/09/29) */
September 22, 2015
[redacted]
[redacted] XXXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com.
You stated that you have not received the packaging materials to return the leased DISH Network equipment and mentioned that you spoke with the UPS manager of the store near your house who gave you his email address to use for the labels, but you have not received anything.
When I spoke with you today, you confirmed that you had received the packaging materials, sent back the equipment and you consider this case closed.
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 - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 26, 2015/09/30) */
Muchas gracias por su ayuda,caso se reslvio satiafactoriamente llgue a un acuerdo con Dish.Me fuero enviadas las cajas para devolver el equipo y estas fuero devultas y recibi recibo cancelacion de la devoluccion.
A ustedes muchas gracias por el excelente trabajo y por haberme ayudado a resolver mi problemas,Dios les bendiga por lo que hacen por la Humanidad desventajada como los ancianos como yo.Mil gracias.
June 14, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com. You indicated that you were advised to change your programming on June 4, 2016, to avoid prorated charges. After you did this, prorated charges were applied to your account and you requested that they be removed. In addition, you expressed concern with the customer service you received. When I spoke with you by telephone today, I informed you that one June 7, 2016, you were provided a $29.00 credit to your account to offset the $9.16 prorated charges. You are billed for service from the 15th of each month to the 14th of the following month. To avoid prorated charges, programming must be changed on the 14th of the month. Keep in mind that your bill will cycle before the changes are reflected. I apologize for the customer service you received. We strive to provide excellent service, and we regret that your experience was unfavorable. 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 through Friday 7:00 am to 3:30 pm MDT
August 17, 2016 Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You said that you disconnected your service due to the takedown of two of your local channels. You expressed...
concern regarding not being told that your programming is subject to change. When we spoke, I advised you that we do disclose at the point of sale that programming is subject to change. This is also stipulated in our contract agreement. In the interest of customer service, I agreed to waive your $260.00 early termination fee. Your new final balance is $25.69. You said that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Tell us why here...September 28, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. You expressed concern regarding the cost to have your satellite dish removed. You feel that the...
entire satellite dish should be removed, including the mast that you were told would be left behind. You also have concerns about your roof leaking in the future due to the installation of the satellite dish. You asked that we remove your satellite dish at no cost, including the mast. When we spoke, I informed you that we charge $95.00 to have the satellite dish removed. We don’t request that it be returned, as we consider it to be a permanent fixture. When we remove the satellite dish we leave the mast behind, as this will help with leak prevention. You told me that you will be removing the satellite dish yourself and you will leave the mast. I advised you that we will investigate any damage claim brought to our attention for an installation that we completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
February 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were billed for a year of DISH Network service when you did not have the service. When I contacted you by telephone today, you were unable to discuss this issue. DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution. A review of this account reveals that since March 26, 2015, it was placed on nine months of DISH Pause. The pause expired on December 28, 2015, and the service was automatically restarted. During the nine months of DISH Pause, you were not charged for service. You were only charged the $5.00 monthly DISH Pause fee during that time. Because of the $79.01 payment that you made on April 13, 2015, the charges for those months were covered. You were only charged for service from December 28, 2015, to February 10, 2016. I removed the balance of $47.22. Additionally, I submitted a refund for $60.54. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
February 15, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 27, 2018, filed with the Revdex.com. You indicated that when you signed up for DISH Network service, you were provided with the incorrect programming package. You were quoted a price of $54.00 per month but when you called back to change to the America's Top 120 package, the agent advised you that your monthly price was $58.14. You said that you were unaware that there was an additional fee for the second receiver. You disputed a bill for $103.00 and requested to be released from your 24-month commitment. You initiated your service through Infinity Sales Group, an independent retailer, under the Digital Home Advantage (DHA) 24-month commitment. I requested a review of the sales call. We charge an additional fee for each receiver beyond the first. Your first bill of $105.93 included the purchase of a $39.99 surge protector. When I spoke with you by telephone today, I advised you that since I was unable to locate your signed DHA agreement, I released you from your commitment and waived the early termination fee. Per your request, I disconnected your service and advised you to return the receivers and remotes to avoid unreturned equipment fees. Please keep the return tracking numbers for your records. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/05/22) */
May 21, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 14, 2015, we received your correspondence, dated May 13, 2015, filed...
with the Revdex.com.
You said you canceled your service in March 2015 and you expressed concern with the refund processing time frame.
Our records reveal that refund check number [redacted] was mailed to your address on May 15, 2015.
When we corresponded via email on May 20, 2015, you advised me that you have received the refund check.
We apologize for 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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received refund check
Tell us why here...April 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your rebuttal, dated April 1, 2016, filed with the Revdex.com. You provided the dates you called us regarding technical issues. You request that we waive the early termination fee associated with your promotion. · 2/13/15 no call· 2/22/15 call on 2/21/15 Customer added a RCA converter that was causing static · 3/2/15 issues resolved TV was on incorrect input· 3/13/15 no calls· 3/22/15 called for credits · 6/4/15 no call· 8/5/15 no call· 8/12/15 no issue found · 12/2/15 no issues found· 12/13/15 issues resolved educated how to format screen· 1/6/16 no call· 2/4/16 called for credits· 2/12/16 acct was closed Your request is denied; however, my offer for a credit of $124.00 is still available. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]
September 30, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You maintain that in May 2016 you requested that DISH Network change your due date to the 23rd of the month, but your...
service is being disconnected on the 16th of the month. Additionally, you indicated that your monthly rate should be $72.85; however, you have been charged $109.00. You requested that your monthly rate be corrected and your due date be changed to the 23rd. A review of your account reveals that you were receiving a credit of $40.00 for the first 12 months of service as part of a new customer promotion. The final $40.00 adjustment was applied on July 3, 2016. You also received an additional $10.00 off each month for 12 months for enrolling in eAutoPay. This credit stopped when we received a declined response from your credit card company in June 2016. Our records indicate that we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is processed. When we spoke, you did not accept my explanation. You requested that your account be canceled and a box be sent to return the equipment. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We strive to provide excellent service and we 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
My complaint #[redacted] against Dish has been resolved and I am satisfied. I am very grateful to you and to Revdex.com for all your help. Kind regards, [redacted]
Complaint: [redacted]
I am rejecting this response because: I have had nothing but issues with dish from the moment, accepted the contract. I have received a few credits not nearly as much as I should. I received half a bill for the last issue when tech support came out, which should have been more for all the inconvenience that I have had. Now I'm having issues with 2 of the remote controls not working properly. I hope my issues can be resolved, so I can experience awesome satellite TV from Dish.
Sincerely,
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You expressed concern with the replacement of equipment and you requested compensation. You also provided feedback regarding your customer service experience. When we spoke today, I informed you that I reviewed your recorded calls. Your compensation request cannot be honored. I advised you that a time-without-service credit of $16.27 was applied to your account for August 8, 2016, through August 12, 2016 (the date the receiver was installed). Because you are unhappy with the services, I made an exception and I waived your Digital Home Advantage term commitment. You may cancel your service at any time without a penalty. We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback. 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, 6:00 am to 2:30 pm MST
Complaint: [redacted]
I am rejecting this response because: Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Their response is filled with errors. DISH did NOT accept any responsibility for the INCORRECT initial installation, that was the root cause for the loss of signal. When the "free" tech arrived, and he saw where DISH was installed, he blurted out "that will have to be moved." Also, I made more than one call. I indicated in the complaint, Dish rejected several calls with the recorded message "storms in your area." Their way of avoiding customer service. Also, I did NOT indicate that the signal issue was "cleared up" during the referenced phone call and that the issue was to be dropped. Also, let it be noted that DISH NEVER followed up to see if the signal issue was continuing or not. But then, a company would have to really care about their customers to do that. Though this "tech" (?), as I indicated in the complaint, did say during the call that since I had a picture, that the issue was cleared up. I kept asking the "tech" (?) if the signal strength was acceptable to Dish. He refused to answer the question by continually ignoring it. Also, I did NOT accept a "free" tech visit, I sent an e mail containing various transponders and the signal strength for each. I stated that if DISH found those acceptable, to state such. If not, then the ball was in DISH hands to what they deemed needed to be done. DISH made the decision on data provided by me to send a Tech out.Bottom line, Dish ought to do the right thing, admit that the installation tech (who no longer works for them) did an incorrect installation, which caused the problems, and refund $$ for not fulfilling their end of the contract with a correct installation and not providing all services/channels paid for. I very strongly suspect that this will never happen as DISH has neither shown a lot of accuracy in statements nor accepted responsibility for their sloppy installation. With that said, I consider this complaint closed and accept the Devil I chose for TV viewing.
Sincerely,
[redacted]