Dear Ms. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that you were provided misinformation concerning your monthly rate. When we spoke, I advised you that a review of your chat revealed that there was some...
confusion concerning your promotion. As DISH Network is not able to provide as substantial a discount as you are requesting, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[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]
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]
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.
Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You said you are experiencing pixilation on your TVs and you expressed concern with the Skip Forward feature on four channels. You also provided feedback regarding your customer service experience. You requested that technical issues be resolved, and you asked that credits be applied to your account. Our records reveal that you spoke with Mr. Scott K[redacted], a DISH Network Dispute Resolution Specialist, on January 12, 2018. He provided you with a one-time credit of $20.00 and five Pay-Per-View coupons. In addition, he forwarded your concerns our Technical Support Team for further assistance. A review of your account shows that you are currently working with Mr. Michael H[redacted], a DISH Network Case Manager from our Technical Support Team, to address the technical issues. A technician visit is scheduled for February 10, 2018, between the hours of 10:00 am and 12:00 pm. We appreciate your feedback, and I 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/11/13) */
November 12, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your complaint, dated November...
11, 2015, filed with the Revdex.com.
You said that you were advised that you would have a grace period during your sales call. You also said that the installation and service were unsatisfactory.
When we spoke, I advised you that a review of your sales call revealed that you were not advised that you would have a grace period. As I explained, DISH Network does not offer a grace period due to the cost of initiating and installing your service.
Our records also show that you agreed to have the dish mounted on your garage roof after you requested it not to be installed on your house roof. Enclosed is a copy of your signed service agreement.
As you agreed, both verbally and in writing, to the terms of DISH Network's Digital Home Advantage customer agreement (enclosed) and as DISH Network has not been given an opportunity to resolve any technical issues, we are unable to waive your 24-month commitment.
Please contact us at (XXX) XXX-XXXX for troubleshooting or to schedule a technician.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing that has changed in the business' response. I had asked about a grace period (not using that specific phrase) and it was alluded that yes I could. Dish has inferred that he told me what you're claiming, but that is not what he actually said. It was not clear and spelled out as dish would like. I was told it could be mounted on a pole by sales, then the installer said there was no way to mount it on a pole. I voiced this concern to the installer. He did not care, said my only option was to have it put on my shed roof. Which I told him I was unhappy with.
There has been no option to compromise on the business' part, just the same junk spewed when I first told them of my complaints.
Final Business Response /* (4000, 8, 2015/11/23) */
November 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 17, 2015, we received your rebuttal, dated November 16, 2015, filed with the Revdex.com.
You maintain that you were advised that DISH Network offers a grace period and that you were unhappy with your installation.
A review of your sales call revealed that you were not advised that you would have a grace period during which to disconnect your account without an early termination fee. Additionally, the sales agent provided you with our standard disclosures, including those for the 24-month commitment, and you agreed. You also agreed to the 24-month commitment when you signed the Digital Home Advantage customer agreement.
Technicians may mount a dish on a pole; however, they will attempt to acquire the best satellite signal possible, which is not always possible when mounted on a ground pole.
While we sincerely regret any inconvenience, as you were not advised that you had a grace period and as you approved the installation of your dish, we are unable to waive your 24-month commitment.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/28) */
September 22, 2015
Mr. [redacted]
Hamilton, MI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your correspondence, dated September 14,...
2015, filed with the Revdex.com.
You expressed dissatisfaction with the satellite TV and internet services and you disputed the early termination fees.
We regret that the satellite TV and internet services were not to you satisfaction.
When we spoke today, I advised you that I waived the satellite TV and internet early termination fees. Per your request, I canceled your technician visit and disconnected your account. You accepted this resolution.
In addition, I removed the remaining balance of $72.18 from your account.
We ask that the leased equipment be returned to DISH Network. Return boxes with labels will be delivered to your home by UPS. As a courtesy, I waived the box return fees.
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 to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You said that funds were debited from your bank account without your authorization. You requested a refund and an explanation. When we spoke, I advised you that a total of $637.50 was refunded to your bank account. You indicated that you no longer wanted an explanation of your billing as long as you received your refunds. Our records indicate that you initiated your TV and internet account on August 13, 2015, and, since that date, your account has never been paid in full for service rendered. Your account was disconnected due to non-payment on March 25, 2016, and two early termination fees were automatically applied. As our local office was not able to provide us with copies of your customer agreements, these fees were waived and refunded. Please note, in order to receive service, you must agree to a 24-month commitment and provide a credit or debit card to qualify for your account. You must also agree that early termination and unreturned equipment fees may be automatically debited from your qualifying credit or debit card account. While your early termination fees were waived, a balance of $520.98 remains on the account for service rendered and we request that it be paid. 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]
August 23, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You requested a credit for the time your service was interrupted and to be released from your term commitment. ...
When we spoke today, I advised you that there is a history of past-due payments being made on your account, causing service interruptions due to nonpayment. We ask that the full amount due be paid on of before the due date to prevent service interruptions. After further review, I made an exception and applied a one-month credit of $65.03 to your account. No additional credit is warranted. Your term commitment will end on August 31, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: [redacted]
I am rejecting this response because:Scott you didn't talk to me, you talked down to me. You were very rude! That is not my signature.Put my money back into my account.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You indicated that your credit card account was debited an additional $340.00 and you requested a refund. When I spoke with you by telephone today, I informed you that your credit card account was provided to establish your son-in-law’s DISH Network account. His account was initiated under the Digital Home Advantage (DHA) 24-month agreement and since he did not fulfill the commitment, he was charged an early termination fee. The DHA agreement provides authorization to automatically debit the credit card account used to qualify for DISH Network service for any early termination or unreturned equipment fees. As an exception, I submitted a refund. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, 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]
January 9, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You said that damage was done to your home during the installation of your DISH Network service, and you are dissatisfied with the work completed by a second technician to fix the damage. You also indicated that you are experiencing technical issues. You requested to be released from your commitment without penalty and for the dish to be removed from your house. A review of your account reveals that you spoke with a DISH Network agent on January 3, 2018, who opened a damage claim, offered a free upgrade to the Hopper 3 receiver, and provided you with a credit for one month of service. You accepted his offer. I confirmed that you have received the equipment upgrade and the credit, and your damage claim is being addressed. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday ([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 22, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 16, 2018, we received your complaint, dated March 15, 2018, filed with the Revdex.com. You said that you were offered a monthly credit and equipment upgrade, but you were later advised that your account was ineligible. When we spoke, I informed you that I applied the monthly $10.00 credit for 12 months to your account that was erroneously offered to you. As you were advised when accepting our Preferred Customer Offer, your account is ineligible for additional promotions while receiving the 24-month price lock promotion. I also offered to upgrade your receiver to the Hopper 3, as you requested. As I explained, your call dropped before the initial agent could cover the $150.00 upgrade and $95.00 technician visit fee. As a courtesy, I offered to waive the technician visit fee and half of the upgrade fee. You indicated that you would speak with your wife before accepting my offer. We appreciate you bringing your experience to our attention, so that we may address it internally. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Final Consumer Response /* (2000, 7, 2015/06/27) */
Recently received a call from you stating that Dish would refund all of the early termination charges and the charge for the first month's service. We got a second call from Dish confirming the refund. Those refunds have shown up in our accounts....
Thanks to Dish for acting in such a responsible fashion and to you for you help. :-)
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 as long as I never receive another bill from Dish Network.
Sincerely,
[redacted]
Dear Mr. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges after the first year of service. You also disputed the early termination fee to disconnect your service. You...
would like DISH Network to provide channels a la carte at a reduced cost or waive the early termination fee. Your service was activated on April 30, 2015, with a 24-month commitment. Your promotion included a $45.00 a month discount for the first 12 months of service. The discount was increased to $50.00 on January 15, 2016, to offset a $5.00 a month price increase that was applied to your programming package during the 12-month promotional period. Since the discount is scheduled to end on April 29, 2016, you will begin to be billed the regular monthly rate of $96.99 plus tax. Our records show that your service is scheduled to be disconnected on April 29, 2016. The early termination fee is valid since your term commitment is not being fulfilled. Please be advised that the requested channels (TCM, AMC, EWSTN and FXX) are only available in the America’s Top 200 package. Unfortunately, we are unable to honor your request to provide our programming a la carte. When I spoke with you by phone today, I offered to reduce your package to the America’s Top 200 package to include TCM, AMC and FXX and provide you with a monthly credit of $20.00 for 12 months. You accepted my offer. Please be advised that this will not extend or renew your existing term commitment. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear [redacted]: On September 5, 2017, we received your complaint, dated September 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you disconnected your service because you were unhappy with the picture quality on the standard-definition channels. You maintain that you were told it was a known issue with our equipment and you could cancel without penalty. Your DISH Network service was activated on August 30, 2017, with a 24-month commitment. Please be advised that we do not offer a trial period for our service. Please be also advised that this is not a known issue with our equipment. Although the majority of our channels are available in high definition, some are not. However, you have the option to change the format to improve the picture on the standard-definition channels. When our technicians went to your home, they confirmed that there were no issues with your equipment. Your service was disconnected on September 2, 2017. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. When I spoke with you by phone on September 8, 2017, I advised you that while I reversed the early termination fee from your account, I applied a charge of $100.00 to cover the installation. Please allow seven to ten business days to receive a revised bill. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
January 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you were told you would receive a certain channel, but after your account was activated you found that the channel was not available. You closed your account and you feel that the early termination fee should be waived. When we spoke by phone, I told you that I have waived the $560.97 balance from your account. Your DISH Network account now has a zero balance. 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 [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: the company is not at all a fair business they only care about the almighty dollar and any way the person I talked to said the taxes may be more not the entire monthly charge. all I want is for the account to be zeroed out and I will no longer wish to have any other connection with this company. I have already told you this account was not opened by [redacted] and if they listen to the iniitial opening of this account the person was a female not Mr. [redacted].
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that you were provided misinformation concerning your monthly rate. When we spoke, I advised you that a review of your chat revealed that there was some...
confusion concerning your promotion. As DISH Network is not able to provide as substantial a discount as you are requesting, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
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]
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]
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.
February 9, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You said you are experiencing pixilation on your TVs and you expressed concern with the Skip Forward feature on four channels. You also provided feedback regarding your customer service experience. You requested that technical issues be resolved, and you asked that credits be applied to your account. Our records reveal that you spoke with Mr. Scott K[redacted], a DISH Network Dispute Resolution Specialist, on January 12, 2018. He provided you with a one-time credit of $20.00 and five Pay-Per-View coupons. In addition, he forwarded your concerns our Technical Support Team for further assistance. A review of your account shows that you are currently working with Mr. Michael H[redacted], a DISH Network Case Manager from our Technical Support Team, to address the technical issues. A technician visit is scheduled for February 10, 2018, between the hours of 10:00 am and 12:00 pm. We appreciate your feedback, and I 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/11/13) */
November 12, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your complaint, dated November...
11, 2015, filed with the Revdex.com.
You said that you were advised that you would have a grace period during your sales call. You also said that the installation and service were unsatisfactory.
When we spoke, I advised you that a review of your sales call revealed that you were not advised that you would have a grace period. As I explained, DISH Network does not offer a grace period due to the cost of initiating and installing your service.
Our records also show that you agreed to have the dish mounted on your garage roof after you requested it not to be installed on your house roof. Enclosed is a copy of your signed service agreement.
As you agreed, both verbally and in writing, to the terms of DISH Network's Digital Home Advantage customer agreement (enclosed) and as DISH Network has not been given an opportunity to resolve any technical issues, we are unable to waive your 24-month commitment.
Please contact us at (XXX) XXX-XXXX for troubleshooting or to schedule a technician.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing that has changed in the business' response. I had asked about a grace period (not using that specific phrase) and it was alluded that yes I could. Dish has inferred that he told me what you're claiming, but that is not what he actually said. It was not clear and spelled out as dish would like. I was told it could be mounted on a pole by sales, then the installer said there was no way to mount it on a pole. I voiced this concern to the installer. He did not care, said my only option was to have it put on my shed roof. Which I told him I was unhappy with.
There has been no option to compromise on the business' part, just the same junk spewed when I first told them of my complaints.
Final Business Response /* (4000, 8, 2015/11/23) */
November 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 17, 2015, we received your rebuttal, dated November 16, 2015, filed with the Revdex.com.
You maintain that you were advised that DISH Network offers a grace period and that you were unhappy with your installation.
A review of your sales call revealed that you were not advised that you would have a grace period during which to disconnect your account without an early termination fee. Additionally, the sales agent provided you with our standard disclosures, including those for the 24-month commitment, and you agreed. You also agreed to the 24-month commitment when you signed the Digital Home Advantage customer agreement.
Technicians may mount a dish on a pole; however, they will attempt to acquire the best satellite signal possible, which is not always possible when mounted on a ground pole.
While we sincerely regret any inconvenience, as you were not advised that you had a grace period and as you approved the installation of your dish, we are unable to waive your 24-month commitment.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/09/28) */
September 22, 2015
Mr. [redacted]
Hamilton, MI XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your correspondence, dated September 14,...
2015, filed with the Revdex.com.
You expressed dissatisfaction with the satellite TV and internet services and you disputed the early termination fees.
We regret that the satellite TV and internet services were not to you satisfaction.
When we spoke today, I advised you that I waived the satellite TV and internet early termination fees. Per your request, I canceled your technician visit and disconnected your account. You accepted this resolution.
In addition, I removed the remaining balance of $72.18 from your account.
We ask that the leased equipment be returned to DISH Network. Return boxes with labels will be delivered to your home by UPS. As a courtesy, I waived the box return fees.
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 to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
May 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You said that funds were debited from your bank account without your authorization. You requested a refund and an explanation. When we spoke, I advised you that a total of $637.50 was refunded to your bank account. You indicated that you no longer wanted an explanation of your billing as long as you received your refunds. Our records indicate that you initiated your TV and internet account on August 13, 2015, and, since that date, your account has never been paid in full for service rendered. Your account was disconnected due to non-payment on March 25, 2016, and two early termination fees were automatically applied. As our local office was not able to provide us with copies of your customer agreements, these fees were waived and refunded. Please note, in order to receive service, you must agree to a 24-month commitment and provide a credit or debit card to qualify for your account. You must also agree that early termination and unreturned equipment fees may be automatically debited from your qualifying credit or debit card account. While your early termination fees were waived, a balance of $520.98 remains on the account for service rendered and we request that it be paid. 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]
August 23, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You requested a credit for the time your service was interrupted and to be released from your term commitment. ...
When we spoke today, I advised you that there is a history of past-due payments being made on your account, causing service interruptions due to nonpayment. We ask that the full amount due be paid on of before the due date to prevent service interruptions. After further review, I made an exception and applied a one-month credit of $65.03 to your account. No additional credit is warranted. Your term commitment will end on August 31, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: [redacted]
I am rejecting this response because:Scott you didn't talk to me, you talked down to me. You were very rude! That is not my signature.Put my money back into my account.
Sincerely,
[redacted]
May 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You indicated that your credit card account was debited an additional $340.00 and you requested a refund. When I spoke with you by telephone today, I informed you that your credit card account was provided to establish your son-in-law’s DISH Network account. His account was initiated under the Digital Home Advantage (DHA) 24-month agreement and since he did not fulfill the commitment, he was charged an early termination fee. The DHA agreement provides authorization to automatically debit the credit card account used to qualify for DISH Network service for any early termination or unreturned equipment fees. As an exception, I submitted a refund. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, 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]
January 9, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You said that damage was done to your home during the installation of your DISH Network service, and you are dissatisfied with the work completed by a second technician to fix the damage. You also indicated that you are experiencing technical issues. You requested to be released from your commitment without penalty and for the dish to be removed from your house. A review of your account reveals that you spoke with a DISH Network agent on January 3, 2018, who opened a damage claim, offered a free upgrade to the Hopper 3 receiver, and provided you with a credit for one month of service. You accepted his offer. I confirmed that you have received the equipment upgrade and the credit, and your damage claim is being addressed. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday ([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 22, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 16, 2018, we received your complaint, dated March 15, 2018, filed with the Revdex.com. You said that you were offered a monthly credit and equipment upgrade, but you were later advised that your account was ineligible. When we spoke, I informed you that I applied the monthly $10.00 credit for 12 months to your account that was erroneously offered to you. As you were advised when accepting our Preferred Customer Offer, your account is ineligible for additional promotions while receiving the 24-month price lock promotion. I also offered to upgrade your receiver to the Hopper 3, as you requested. As I explained, your call dropped before the initial agent could cover the $150.00 upgrade and $95.00 technician visit fee. As a courtesy, I offered to waive the technician visit fee and half of the upgrade fee. You indicated that you would speak with your wife before accepting my offer. We appreciate you bringing your experience to our attention, so that we may address it internally. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Final Consumer Response /* (2000, 7, 2015/06/27) */
Recently received a call from you stating that Dish would refund all of the early termination charges and the charge for the first month's service. We got a second call from Dish confirming the refund. Those refunds have shown up in our accounts....
Thanks to Dish for acting in such a responsible fashion and to you for you help. :-)
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 as long as I never receive another bill from Dish Network.
Sincerely,
[redacted]
Dear Mr. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges after the first year of service. You also disputed the early termination fee to disconnect your service. You...
would like DISH Network to provide channels a la carte at a reduced cost or waive the early termination fee. Your service was activated on April 30, 2015, with a 24-month commitment. Your promotion included a $45.00 a month discount for the first 12 months of service. The discount was increased to $50.00 on January 15, 2016, to offset a $5.00 a month price increase that was applied to your programming package during the 12-month promotional period. Since the discount is scheduled to end on April 29, 2016, you will begin to be billed the regular monthly rate of $96.99 plus tax. Our records show that your service is scheduled to be disconnected on April 29, 2016. The early termination fee is valid since your term commitment is not being fulfilled. Please be advised that the requested channels (TCM, AMC, EWSTN and FXX) are only available in the America’s Top 200 package. Unfortunately, we are unable to honor your request to provide our programming a la carte. When I spoke with you by phone today, I offered to reduce your package to the America’s Top 200 package to include TCM, AMC and FXX and provide you with a monthly credit of $20.00 for 12 months. You accepted my offer. Please be advised that this will not extend or renew your existing term commitment. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
September 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On September 5, 2017, we received your complaint, dated September 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you disconnected your service because you were unhappy with the picture quality on the standard-definition channels. You maintain that you were told it was a known issue with our equipment and you could cancel without penalty. Your DISH Network service was activated on August 30, 2017, with a 24-month commitment. Please be advised that we do not offer a trial period for our service. Please be also advised that this is not a known issue with our equipment. Although the majority of our channels are available in high definition, some are not. However, you have the option to change the format to improve the picture on the standard-definition channels. When our technicians went to your home, they confirmed that there were no issues with your equipment. Your service was disconnected on September 2, 2017. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. When I spoke with you by phone on September 8, 2017, I advised you that while I reversed the early termination fee from your account, I applied a charge of $100.00 to cover the installation. Please allow seven to ten business days to receive a revised bill. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
January 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you were told you would receive a certain channel, but after your account was activated you found that the channel was not available. You closed your account and you feel that the early termination fee should be waived. When we spoke by phone, I told you that I have waived the $560.97 balance from your account. Your DISH Network account now has a zero balance. 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 [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: the company is not at all a fair business they only care about the almighty dollar and any way the person I talked to said the taxes may be more not the entire monthly charge. all I want is for the account to be zeroed out and I will no longer wish to have any other connection with this company. I have already told you this account was not opened by [redacted] and if they listen to the iniitial opening of this account the person was a female not Mr. [redacted].
Sincerely,
[redacted]