Initial Business Response /* (1000, 4, 2015/11/18) */
November 13, 2015
[redacted]
XXXXX Xrd [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 13, 2015, we received your complaint, dated November 12, 2015, filed...
with the Revdex.com.
You said that you were not told that you would be under a two-year contract when you added a receiver to your system. You would like to be released from the contract.
When we spoke, I advised you that I was unable to locate a recording of the call during which you placed the order for the equipment upgrade. Therefore, I agreed to release you from your contract. You may now cancel at any time without penalty.
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 Business Response /* (1000, 10, 2015/07/20) */
July 17, 2015
Ms. [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You said that when you contacted Frontier to sign up for a bundled account with DISH Network, you were not told about the contract. You would like to close your DISH Network account without penalty.
I am unable to confirm what Frontier did or didn't tell you when you placed your order for our service. Therefore, I released you from your contract. You may close your account at any time without penalty.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 11, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 11, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You expressed further concern with your monthly bundled rate. You maintain that you are being overcharged for your DISH Network service. Your monthly rate was $29.99 plus tax for the first 12 months of service. Since your promotional credits expired on January 21, 2015, and as we experienced a $5.00 price increase on January 14, 2016, you are now being billed $64.99 plus tax. As previously advised, DISH Network is unable to access [redacted]’s billing system to confirm their monthly charges or your overall bundled rate. You also stated that you received an email from a DISH Network representative indicating that your monthly rate would be $108.00. Please be advised that Ms. [redacted] is not a DISH Network employee--she is a [redacted] employee. Our records show that we received an email from you on March 24, 2015, regarding your billing concerns. At that time, you were contacted by Mr. [redacted] from our office. Mr. [redacted] also forwarded your concerns to Ms. [redacted] in order to review your [redacted] billing. As of March 1, 2016, your 24-month commitment with DISH Network was waived. You are not obligated to DISH Network and you may disconnect your service at any time without penalty. 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: [redacted]-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On June 21, 2016, we received your correspondence, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the ViP 211 model receiver’s inactivity feature. I attempted to reach you at [redacted] on June 22, 23 and 24, 2016. I left three voice messages. Please follow the below steps to change the inactivity feature. 1. Press Menu on the DISH Network remote control 2. Select option 8 “Preferences” 3. Select option 5 “Updates” 4. Press the left button on the remote until “4 hours” is highlighted and then press the up or down arrow until the preferred time is selected. 5. Press the right button on the remote until “Save” is highlighted and select it 6. Select “Cancel” two times to get back to normal TV If you would like assistance, please contact customer service to speak with a technical support representative. 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 [redacted]
December 28, 2016 Dear Mr. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I informed...
you our records do not reflect that an offer was made to waive the 24-month commitment associated with you adding a Joey receiver to your account. As our records indicate that you agreed to, and received the benefit of, the 24-month commitment, we are unable to waive your $360.00 early termination fee. As you indicated that you had not received a copy of your agreement, I’ve enclosed one for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/09/01) */
August 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated...
August 27, 2015, filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you attempted to cancel your service the same day it was installed because you did not receive the promised channels.
Your service was activated on June 5, 2015, with a 24-month commitment with our Smart package. DISH Network does not offer a trial period for our service.
Our records reveal that your programming was changed to the America's Top 120 package on June 5, 2015, to include the requested channels, and a monthly credit of $10.00 was also applied to your account for 24 months.
When I spoke with you by phone on August 28, 2015, I advised you that I made an exception and waived your 24-month commitment. I also disconnected your service.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. Staford:
On June 29, 2015, we received your complaint, dated June 27, 2015, filed with...
the Revdex.com.
You said you were told that there would be no adult content in the programming you received and that you would never be without service for more than five minutes. However, you found you had access to adult content, and you lost your signal due to rain for over 45 minutes. You requested that we release you from your contract.
When we spoke I advised you that due to your experience, I will waive your early termination fee and Box Return fees, leaving your account with a zero balance. 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 (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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You said that you have not received a reimbursement check you were promised when you placed you order for service. You requested to receive the check and that you be compensated for your time. When we spoke, I informed you that the reimbursement check was sent on September 4, 2015, to your physical address. I advised you that we will reissue the check and that it can take six to eight weeks for processing and shipping. We also applied a $20.00 monthly credit to your account for six months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I don't feel as she address my concern my problem is the rep who told me I could have my extension should not have lied to me. I think their reps should be better trained and not just tell a customer what they want to hear
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You said that you were charged for two Pay-Per-View movies that you never ordered. You maintain that your DISH Network equipment is malfunctioning, and you indicated that this may have caused the movies to be ordered without your consent. You requested that the charges for these movies be removed. A review of our records reveals that the movies in question were ordered via an impulse purchase through your receiver on December 21, 2017. When I spoke to your husband on January 17, 2018, I advised him that DISH Network considers the charge to be valid; however, I made an exception and waived the fee. Additionally, I scheduled a technician to exchange your receiver and ensure that your service is working properly. Your husband and I spoke again on January 25, 2018, and he indicated that the replacement equipment seemed to have resolved the technical issue that you and your family were experiencing. Thank you for your patience while we worked to address your concerns with the equipment. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7262. Sincerely, John M[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 8:00 am-4:30 pm MST, MON-FRI (720) 514-7262 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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.
Please send me via email ([redacted]) or mail ([redacted]) a bill or some form of documentation stating the balance is now zero and has been resolved. Thank you!
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/06/29) */
June 24, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed with the...
Revdex.com.
You expressed concern that your entertainment center was damaged by the DISH Network technician when a technician visit was completed on May 28, 2015. You maintain that no one has contacted you regarding this issue.
Our records reveal that a claim has been opened and is being addressed through our Corporate Field Resolutions (CFR) Department. Please contact Mr. [redacted] directly at XXX-XXX-XXXX, extension XXXXX.
When I spoke with you by telephone today, you informed me that someone from the furniture repair company contacted you on June 19, 2015. They told you that they would call you back to schedule the pickup of the entertainment center to bring to their shop for repair. You requested a speedier reply and I contacted the CFR Department again.
Mr. Bellis notified me that he contacted you and requested a copy of the pictures of the damage to the entertainment center.
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]
Denver, CO XXXXX
[redacted]
December 13, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On December 13, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the early termination fee that was applied to your account. You again stated that you did not agree to a new term commitment. A new 24-month commitment was added to your account on August 18, 2016. As previously advised, this was a stipulation for the programming price offer that was applied to your account. The customer service call from this date confirmed that our agent disclosed and you agreed to the new term commitment. You also added the offer and accepted the term commitment through your online account the same day. The early termination fee remains valid. 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: 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]
Tell us why here...August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 7, 2016, filed with the Revdex.com. You stated you are experiencing technical issues. You also indicated that you are unable to view channel...
8. When you called in to address your issues, you were told that a $95.00 technician visit is required. You would like to cancel your service without penalty. I attempted to contact you on August 11, 12 and 16, 2016, and I left several voicemails. On August 7, 2016, you spoke with one of our representatives and he offered to set up a technician visit and waive the $95.00 fee, but you declined. This is the first time you have contacted DISH Network regarding any technical issues. Please contact me directly at your earliest convenience to address all your concerns and send a technician at no cost to you to fix any signal issues you may have. Regarding channel 8, as you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
January 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 6, 2016, we received your rebuttal, dated January 2, 2016, filed with the Revdex.com. Your issue is currently under review – you will receive a resolution in 24 to 48 hours. 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]
December *3, 20*6 Dear Mr. [redacted]: On December 8, 20*6, we received your complaint, dated December 7, 20*6, filed with the Revdex.com. There was no information provided regarding the reason for your complaint. My three attempts to...
contact you at ###-###-#### and ###-###-#### on December 8, 9 and *2, 20*6, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. If you still require assistance regarding your complaint, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to**:*5 pm MDT, MON-FRI ###-###-#### Enclosure
July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 22, 2016, we received your rebuttal, dated July 19, 2016, filed with the Revdex.com. You indicated that you have been unable to reach your claims manager. You may call [redacted] and speak with anyone at that number for assistance regarding your claim. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I appreciate [redacted] finally saying that there was no contract, that part I accept, but I do not accept the fact that she is going to cancel my account now by sending boxes. I did not want to cancel after they finally admitted that there was no signed contract. I appreciate her attention to this matter, but I did tell her on the phone that I DID NOT want to cancel service. So as long as there is no signed contract and she does not cancel my service , I am in agreement to everything. Thanks, as soon as I get confirmation that I am not going to be cancelled I will accept the response from Dish Network. And hope to be a dish customer for many more years.
Sincerely,
September 7, 2016 Dear Ms. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. You said that a DISH Network system was installed on a property that you own without your approval and you ask...
that we remove the satellite dish. When we spoke by phone, I explained that we instruct our customer to gain landlord permission before our technician is sent so that we know what can and can’t be done. If this was not done, this is an issue between you and your tenant. I advised you that there is a $95.00 fee to have the satellite dish removed which you agreed to and you made payment. I set up an appointment to have the satellite dish removed on September 11, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/29) */
June 25, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 9, 2015, filed with the Better...
Business Bureau.
You requested to be released from your 24-month agreement for the internet service provided by DISH Network. You are dissatisfied with the data capacity and that you were not informed that additional Gigabytes (GB) were available for purchase. You also indicated that you were not informed of the additional cost and equipment charges.
I requested that your sales call be reviewed, and it was determined that the data capacity, $10.00 monthly modem fee, and additional equipment costs were disclosed.
When I spoke with you by telephone today, I informed you that the data packages are provided at the time of sale but any additional GB are not, as these are optional and not required.
You informed me that you had your own router and did not need to purchase one from us. However, you needed an HDMI cable for your TV service and purchased one from the installation technician.
As an exception, I waived the $385.00 early termination fee and submitted a refund for that amount.
Additionally, since your three free months of Showtime, Starz and Blockbuster @Home expired on June 16, 2015, I removed the programming at your request. Once removed, a prorated adjustment of $20.52 was applied to your account. I applied an additional adjustment of $7.48 to equal the $28.00 charge that appeared on your billing statement. A prorated adjustment of $7.33 was applied to the account when the Blockbuster @Home package was removed and I applied an additional $2.67 to equal the $10.00 charge that appeared on your billing statement. I also provided you the HD add-on package for free. Furthermore, as an exception, I waived the $99.00 Power-Relocation Kit fee.
Please note that your six free months of the Protection Plan will expired in two more months and you will begin to be billed at the regular rate of $8.00 if the plan is not removed.
Your current monthly service charges are $120.99 but, since you receive a $45.00 monthly discount for 12 months, your bill is currently reduced to $75.99 before tax.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The complaint has been cleared up to my satisfaction.
Initial Business Response /* (1000, 4, 2015/11/18) */
November 13, 2015
[redacted]
XXXXX Xrd [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 13, 2015, we received your complaint, dated November 12, 2015, filed...
with the Revdex.com.
You said that you were not told that you would be under a two-year contract when you added a receiver to your system. You would like to be released from the contract.
When we spoke, I advised you that I was unable to locate a recording of the call during which you placed the order for the equipment upgrade. Therefore, I agreed to release you from your contract. You may now cancel at any time without penalty.
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 Business Response /* (1000, 10, 2015/07/20) */
July 17, 2015
Ms. [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You said that when you contacted Frontier to sign up for a bundled account with DISH Network, you were not told about the contract. You would like to close your DISH Network account without penalty.
I am unable to confirm what Frontier did or didn't tell you when you placed your order for our service. Therefore, I released you from your contract. You may close your account at any time without penalty.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 11, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 11, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You expressed further concern with your monthly bundled rate. You maintain that you are being overcharged for your DISH Network service. Your monthly rate was $29.99 plus tax for the first 12 months of service. Since your promotional credits expired on January 21, 2015, and as we experienced a $5.00 price increase on January 14, 2016, you are now being billed $64.99 plus tax. As previously advised, DISH Network is unable to access [redacted]’s billing system to confirm their monthly charges or your overall bundled rate. You also stated that you received an email from a DISH Network representative indicating that your monthly rate would be $108.00. Please be advised that Ms. [redacted] is not a DISH Network employee--she is a [redacted] employee. Our records show that we received an email from you on March 24, 2015, regarding your billing concerns. At that time, you were contacted by Mr. [redacted] from our office. Mr. [redacted] also forwarded your concerns to Ms. [redacted] in order to review your [redacted] billing. As of March 1, 2016, your 24-month commitment with DISH Network was waived. You are not obligated to DISH Network and you may disconnect your service at any time without penalty. 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: [redacted]-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On June 21, 2016, we received your correspondence, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the ViP 211 model receiver’s inactivity feature. I attempted to reach you at [redacted] on June 22, 23 and 24, 2016. I left three voice messages. Please follow the below steps to change the inactivity feature. 1. Press Menu on the DISH Network remote control 2. Select option 8 “Preferences” 3. Select option 5 “Updates” 4. Press the left button on the remote until “4 hours” is highlighted and then press the up or down arrow until the preferred time is selected. 5. Press the right button on the remote until “Save” is highlighted and select it 6. Select “Cancel” two times to get back to normal TV If you would like assistance, please contact customer service to speak with a technical support representative. 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 [redacted]
December 28, 2016 Dear Mr. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I informed...
you our records do not reflect that an offer was made to waive the 24-month commitment associated with you adding a Joey receiver to your account. As our records indicate that you agreed to, and received the benefit of, the 24-month commitment, we are unable to waive your $360.00 early termination fee. As you indicated that you had not received a copy of your agreement, I’ve enclosed one for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/09/01) */
August 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated...
August 27, 2015, filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you attempted to cancel your service the same day it was installed because you did not receive the promised channels.
Your service was activated on June 5, 2015, with a 24-month commitment with our Smart package. DISH Network does not offer a trial period for our service.
Our records reveal that your programming was changed to the America's Top 120 package on June 5, 2015, to include the requested channels, and a monthly credit of $10.00 was also applied to your account for 24 months.
When I spoke with you by phone on August 28, 2015, I advised you that I made an exception and waived your 24-month commitment. I also disconnected your service.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. Staford:
On June 29, 2015, we received your complaint, dated June 27, 2015, filed with...
the Revdex.com.
You said you were told that there would be no adult content in the programming you received and that you would never be without service for more than five minutes. However, you found you had access to adult content, and you lost your signal due to rain for over 45 minutes. You requested that we release you from your contract.
When we spoke I advised you that due to your experience, I will waive your early termination fee and Box Return fees, leaving your account with a zero balance. 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 (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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
January 11, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You said that you have not received a reimbursement check you were promised when you placed you order for service. You requested to receive the check and that you be compensated for your time. When we spoke, I informed you that the reimbursement check was sent on September 4, 2015, to your physical address. I advised you that we will reissue the check and that it can take six to eight weeks for processing and shipping. We also applied a $20.00 monthly credit to your account for six months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I don't feel as she address my concern my problem is the rep who told me I could have my extension should not have lied to me. I think their reps should be better trained and not just tell a customer what they want to hear
Sincerely,
[redacted]
January 26, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You said that you were charged for two Pay-Per-View movies that you never ordered. You maintain that your DISH Network equipment is malfunctioning, and you indicated that this may have caused the movies to be ordered without your consent. You requested that the charges for these movies be removed. A review of our records reveals that the movies in question were ordered via an impulse purchase through your receiver on December 21, 2017. When I spoke to your husband on January 17, 2018, I advised him that DISH Network considers the charge to be valid; however, I made an exception and waived the fee. Additionally, I scheduled a technician to exchange your receiver and ensure that your service is working properly. Your husband and I spoke again on January 25, 2018, and he indicated that the replacement equipment seemed to have resolved the technical issue that you and your family were experiencing. Thank you for your patience while we worked to address your concerns with the equipment. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7262. Sincerely, John M[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 8:00 am-4:30 pm MST, MON-FRI (720) 514-7262 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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.
Please send me via email ([redacted]) or mail ([redacted]) a bill or some form of documentation stating the balance is now zero and has been resolved. Thank you!
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/06/29) */
June 24, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed with the...
Revdex.com.
You expressed concern that your entertainment center was damaged by the DISH Network technician when a technician visit was completed on May 28, 2015. You maintain that no one has contacted you regarding this issue.
Our records reveal that a claim has been opened and is being addressed through our Corporate Field Resolutions (CFR) Department. Please contact Mr. [redacted] directly at XXX-XXX-XXXX, extension XXXXX.
When I spoke with you by telephone today, you informed me that someone from the furniture repair company contacted you on June 19, 2015. They told you that they would call you back to schedule the pickup of the entertainment center to bring to their shop for repair. You requested a speedier reply and I contacted the CFR Department again.
Mr. Bellis notified me that he contacted you and requested a copy of the pictures of the damage to the entertainment center.
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]
Denver, CO XXXXX
[redacted]
December 13, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On December 13, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the early termination fee that was applied to your account. You again stated that you did not agree to a new term commitment. A new 24-month commitment was added to your account on August 18, 2016. As previously advised, this was a stipulation for the programming price offer that was applied to your account. The customer service call from this date confirmed that our agent disclosed and you agreed to the new term commitment. You also added the offer and accepted the term commitment through your online account the same day. The early termination fee remains valid. 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: 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]
Tell us why here...August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 7, 2016, filed with the Revdex.com. You stated you are experiencing technical issues. You also indicated that you are unable to view channel...
8. When you called in to address your issues, you were told that a $95.00 technician visit is required. You would like to cancel your service without penalty. I attempted to contact you on August 11, 12 and 16, 2016, and I left several voicemails. On August 7, 2016, you spoke with one of our representatives and he offered to set up a technician visit and waive the $95.00 fee, but you declined. This is the first time you have contacted DISH Network regarding any technical issues. Please contact me directly at your earliest convenience to address all your concerns and send a technician at no cost to you to fix any signal issues you may have. Regarding channel 8, as you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
January 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 6, 2016, we received your rebuttal, dated January 2, 2016, filed with the Revdex.com. Your issue is currently under review – you will receive a resolution in 24 to 48 hours. 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]
December *3, 20*6 Dear Mr. [redacted]: On December 8, 20*6, we received your complaint, dated December 7, 20*6, filed with the Revdex.com. There was no information provided regarding the reason for your complaint. My three attempts to...
contact you at ###-###-#### and ###-###-#### on December 8, 9 and *2, 20*6, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. If you still require assistance regarding your complaint, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to**:*5 pm MDT, MON-FRI ###-###-#### Enclosure
July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 22, 2016, we received your rebuttal, dated July 19, 2016, filed with the Revdex.com. You indicated that you have been unable to reach your claims manager. You may call [redacted] and speak with anyone at that number for assistance regarding your claim. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: I appreciate [redacted] finally saying that there was no contract, that part I accept, but I do not accept the fact that she is going to cancel my account now by sending boxes. I did not want to cancel after they finally admitted that there was no signed contract. I appreciate her attention to this matter, but I did tell her on the phone that I DID NOT want to cancel service. So as long as there is no signed contract and she does not cancel my service , I am in agreement to everything. Thanks, as soon as I get confirmation that I am not going to be cancelled I will accept the response from Dish Network. And hope to be a dish customer for many more years.
Sincerely,
September 7, 2016 Dear Ms. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. You said that a DISH Network system was installed on a property that you own without your approval and you ask...
that we remove the satellite dish. When we spoke by phone, I explained that we instruct our customer to gain landlord permission before our technician is sent so that we know what can and can’t be done. If this was not done, this is an issue between you and your tenant. I advised you that there is a $95.00 fee to have the satellite dish removed which you agreed to and you made payment. I set up an appointment to have the satellite dish removed on September 11, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/29) */
June 25, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 9, 2015, filed with the Better...
Business Bureau.
You requested to be released from your 24-month agreement for the internet service provided by DISH Network. You are dissatisfied with the data capacity and that you were not informed that additional Gigabytes (GB) were available for purchase. You also indicated that you were not informed of the additional cost and equipment charges.
I requested that your sales call be reviewed, and it was determined that the data capacity, $10.00 monthly modem fee, and additional equipment costs were disclosed.
When I spoke with you by telephone today, I informed you that the data packages are provided at the time of sale but any additional GB are not, as these are optional and not required.
You informed me that you had your own router and did not need to purchase one from us. However, you needed an HDMI cable for your TV service and purchased one from the installation technician.
As an exception, I waived the $385.00 early termination fee and submitted a refund for that amount.
Additionally, since your three free months of Showtime, Starz and Blockbuster @Home expired on June 16, 2015, I removed the programming at your request. Once removed, a prorated adjustment of $20.52 was applied to your account. I applied an additional adjustment of $7.48 to equal the $28.00 charge that appeared on your billing statement. A prorated adjustment of $7.33 was applied to the account when the Blockbuster @Home package was removed and I applied an additional $2.67 to equal the $10.00 charge that appeared on your billing statement. I also provided you the HD add-on package for free. Furthermore, as an exception, I waived the $99.00 Power-Relocation Kit fee.
Please note that your six free months of the Protection Plan will expired in two more months and you will begin to be billed at the regular rate of $8.00 if the plan is not removed.
Your current monthly service charges are $120.99 but, since you receive a $45.00 monthly discount for 12 months, your bill is currently reduced to $75.99 before tax.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The complaint has been cleared up to my satisfaction.