September 1, 2016 Dear Mr. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to the NFL Network being taken down. You feel that...
the early termination fee should be waived. When we spoke by phone, I informed you that the NFL Network was restored on August 2, 2016. Our contract does state that programming is subject to change at any time. This is because we don’t own the channels we provide. You disconnected your account as of August 29, 2016. Your request to have the early termination fee waived is denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
October 25, 2016 Dear Ms. [redacted]: On October 25, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues and you asked that we release you from your term...
commitment. You also said that you were charged twice for a security system that you never received. When we spoke, I advised you that I will release you from your contract. Per your request, I set up your account to be closed on November 9, 2016, and I provided you with your final balance and the equipment return disclosures. Furthermore, I explained that we don’t offer a security system, nor did we charge for this; therefore, I’m unable to address this concern. 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 ###-###-####
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. You said a technician cut the power in your garage, and you disagree with the denied damage claim. When you spoke with [redacted], a DISH Network Corporate Field Resolutions Specialist, she informed you that the investigation revealed no evidence that the technician caused damage to the electrical system. If a licensed electrician finds evidence that electrical issues were caused by our technician, your claim will be re-opened. When we spoke today, I informed you that your concerns will be forwarded to the appropriate personnel. To discuss the matter further, you may contact the Corporate Field Resolutions Team directly at [redacted], Monday through Friday, 7:00 am to 4:00 pm, MST. 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]
Initial Business Response /* (4000, 8, 2015/08/13) */
August 4, 2015
[redacted]
XXXXX[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint,...
dated July 29, 2015, filed with the Revdex.com.
You requested to be released from the 24-month commitment to TV service due to the technical issues you have experienced.
When I spoke with you by telephone today, I agreed to release you from the 24-month agreement to TV service only as our records reveal several technical issues were reported. You will not be charged an early termination fee for TV service if you choose to disconnect the TV service.
You stated that you are happy with the internet service but will continue with the service.
Once the service is disconnected, boxes for the return of the Hopper, Joeys and remotes will ship to the address on the account. Please keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Tuesday someone from Dish network called and said she would let me out of my contract, her name [redacted]>did not catch a last name. Not comfortable with whether this is true or not. She left me a phone # of X-XXX-XXX-XXXX. Have not been able to reach her since>have left 2 msges, with no return call. A lot nervous whether to get installation with former company.
[redacted] Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges after the first year of service. You maintain that you were promised a monthly rate of $58.99 for two years. You would like your monthly rate reduced, or to be released from your 24-month commitment. Your service was activated on February 2, 2015, with a 24-month commitment. Your promotion included a total monthly credit of $45.00 for the first 12 months. This made your monthly rate $58.99. Due to the expiration of the credits on February 2, 2016, you began to be billed the regular monthly rate of $108.99. Please be advised that this includes a $5.00 price increase that we experienced on January 14, 2016. A review of the sales call recording found that the agent quoted you $58.99 a month for the first year and $103.99 for the second year (not including the recent price increase). When I spoke with you by phone on April 6, 2016, I advised you that we are unable to honor either request due to our findings. However, you accepted my offer of a monthly $20.00 credit for the next ten months. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On August 1, 2016, we received your correspondence, dated July 28, 2016, filed with the Revdex.com. You said you were told you would receive TV, phone and internet service. You expressed concern, as your phone number would change, and you said that you canceled your order. You disputed the collection attempts. When we spoke today, I advised you that I made an exception and I removed the balance of $502.09 from your account. As of August 4, 2016, your account is at a zero balance. Please allow eight weeks for processing with the credit bureaus. 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
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 the account is closed and balance is zeroed out.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1. I cannot say I am pleased with outcome of this complaint 2. Nothing was resolved about the wrong equipment being installed the whole reason why I signed up was for the 1 year Netflix I can watch on my TV after explaining the miss communication on their customer representative end still I am obligated to pay for the right equipment that was supposed to be installed – jus settling and saving my head ache I left that situation go-But I feel like at customer care and goodwill I think should have been TAKIN more into consideration 3. After talking to manager at dish I was more upsetting that she just offered to waive the cancelation fee of $400 if I ever wanted to cancel – which at this point I don’t – but I did not deny the cancellation fee –thinking I may need it they way htings are going *- I think Is outrageous because it is like she Is saying here just go head and leave our business and not accommodate to customer care or good will promotions 4. Even after the wrong equipment and the headache with all this my services with the equipment I have been having issues called in they sent tech out said he fixed and if problem persist they will change out hadware – spent 6 days with bad service – I am still settling 5. Unsure how I would ve like this outcome – but nothing is resolved and I stand behind my complaint 100%
Sincerely,
[redacted]
June 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You requested an account credit for the removal of your local Fox station, as you received such a credit when a previous channel was removed in October 2015. Your concerns were addressed on June 24, 2016, through the Federal Communications Commission. Enclosed is a copy of my correspondence. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] June 24, 2016 Mr. [redacted] [redacted] Re: FCC Complaint # [redacted] [redacted] Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 19, 2016, filed with the Federal Communications Commission. My attempts to contact you by phone at [redacted] on June 21, 22 and 23, 2016, were unsuccessful, however, I left three messages. You expressed concern with the removal of your local Fox station. You indicated that you were given credits for a previous channel removal and you would like an additional credit for this issue. Our records show that on October 5, 2015, a monthly credit of $5.00 was applied to your account for the removal of NBC. Please be advised that this credit was applied as a courtesy. Please be advised that you are not charged any additional monthly fees because the local channels are included in your basic programming package for free. However, DISH Network pays the providers to be able to broadcast the channels through our service. Tribune Broadcasting Company refused to grant an extension to keep their stations on our local channel lineup while we continue to negotiate with them. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, presenting a path to end Tribune's blackout immediately and 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 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. We are unable to honor your request for an account credit due to this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 21, 2015
Mr. and Mrs. [redacted] and [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On May 19, 2015, we received your correspondence,...
dated May 18, 2015, filed with the Revdex.com.
You maintain that a technician took your receiver during an equipment upgrade and you disputed the unreturned equipment fee.
I attempted to reach you at ([redacted] on May 19, 20 and 21, 2015. I left three voice messages.
Although we have no record that the equipment was retrieved or returned to DISH Network, I made an exception and reversed the $49.00 unreturned equipment fee.
A refund check in the amount of $27.56 was mailed to your address on May 20, 2015. Please allow seven days for mailing. This refund is for unused service.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
I THINK YOU ARE A LIAR. YOU DID NOT REVIEW ANY PHONE RESPONSES. IF YOU DID WHY DID IT TAKE SO LONG TO RESPOND. I THINK YOU DO NOT CARE ABOUT YOUR CUSTOMERS AND REALIZE YOU DO NOT CARE SINCE I HAVE NO AVAILABLE SERVICES BUT TO GET DISH HERE. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Dear Mr. [redacted]:On March 21, 2016, we received your rebuttal, dated March 18, 2016, filed with the Revdex.com.You requested a written response regarding the equipment return and the balance due. DISH Network does not require the satellite dish to be returned. The leased receivers, remote controls and internet modem were returned to our warehouse on March 14, 2016. As of March 10, 2016, your DISH Network account is at a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,
Initial Business Response /* (1000, 5, 2015/09/03) */
August 25, 2015
[redacted]
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You stated that your residence was destroyed in a fire. As a result, you requested that your DISH Network service be canceled. A $36.67 charge was recently applied to your bank account by DISH Network causing you to incur a non-sufficient funds (NSF) fee. You requested a refund for the $36.67 charge and the NSF fee. Additionally, you would like your account canceled, per your original request.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on August 20, 24 and 25, 2015, were unsuccessful and there was no option to leave a message. I also sent an email to [redacted]@yahoo.com (copy enclosed), but I have not received a response.
Your account was disconnected, effective July 28, 2015. The $36.67 credit card charge was disputed on August 24, 2015, and I resolved the DISH Network account balance. I will require a copy of your bank statement supporting the NSF fee that you incurred to refund that charge.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/05/13) */
May 12, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the...
Revdex.com.
You said that you closed your account within 30 days of activation and disputed the early termination fee. You requested that your balance be waived and for the debt to be removed from your credit report.
When we spoke by phone, I explained that DISH Network doesn't offer a grace period during which a customer can disconnect their account without penalty. However, because we don't have a contract for you on file, I waived the remaining charges on your account, which now has a zero balance.
Your account will be removed from our collection agency's files and the debt will be removed from your credit report. Please allow up to eight weeks for your report to be updated.
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]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/28) */
I am sorry for the delay in responding. This matter IS NOT CLOSED until formal response from me...DO NOT ASSUME !!
This company HAS NOT REMOVED this damaging error from my records. I have only received a letter in which they maintain some erroneous and mis-informed claim that there was no 'buyer's remorse', AND claim that the removal may take up to 8 weeks. If this is not removed within the next seven (7) days, legal proceedings will go forward. This is damaging my ability to obtain a mortgage loan and I want it removed immediately.
Thank you...
[redacted]
Final Business Response /* (4000, 14, 2015/06/01) */
May 29, 2015
Ms. [redacted]
PO Box 1734
Apache, AZ XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 29, 2015, we received your rebuttal, dated May 28, 2015, filed with the Revdex.com.
You requested that your credit report be updated within the next seven days.
Unfortunately, there is no way to expedite this process. We request the update immediately; however, it can take up to eight weeks for completion.
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: [redacted]
I am rejecting this response because:Again DISH continues to ignore the issue at hand.Until they can pay for the cost of removal and pick it up, I will not be satisfied.I have included photos of the mess the DISH COMPANY leaves behind, not their prior customer. That in fact I had to pay to be removed from the ground. It was cemented in! As DISH ask their customers to leave THEIR(DISH) equipment behind as trash for the next tenant to get rid of, because DISH provides a new DISH set up at their customers new house! They should remove THEIR equipment and reinstall it at the new house, rather than leave THEIR litter/equipment behind. I would like to look into a lawsuit in this matter as well. If Revdex.com can point me in the right direction. Maybe News Channels can help as well. I can get affidavits on several other people as well who are just as irritated as I am, that DISH has the nerve to leave THEIR equipment wherever they please. And leave it for other people to discard, rather themselves. That is being cheap and lazy. That is NOT good business.
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.
September 28, 2016 Dear Mr. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You said that you were given a set rate, but then you were told that the agent who quoted you the rate was...
incorrect. You requested that your account be disconnected and for us to provide you with a refund. When we spoke, I informed you that I reviewed two call recordings on your account. I found that an agent offered a discount for six months, but they never said it would be a set rate. I advised you that your account is disconnected, but I unable to meet your request for a refund. However, in the interest of customer service, I agreed to waive the remaining balance of $238.47. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/03) */
August 20, 2015
[redacted]
XXXXX XXXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You stated that your DISH Network account was recently disconnected due to financial hardship. The $300.00 early termination fee was charged to your bank account without authorization. You requested that the fee be refunded and you would like a payment arrangement.
When we spoke on August 19, 2015, I offered to provide you a copy of your contract to confirm the authorization of the early termination fee withdrawal.
When we spoke today, I explained that a copy of your contract was not available; therefore, I waived your early termination fee and I issued a refund for the payment. You accepted this resolution.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/07) */
April 30, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed...
with the Revdex.com.
You said that your house was destroyed in a house fire, and you expressed concern regarding being charged for unreturned equipment and early termination fees.
When we spoke I apologized for the inconvenience. I advised you that I have waived the balance of $1,090.58, resulting in a zero balance. I informed you that I will have your account removed from our collection agency and I will have the debt removed from your credit bureau file; please allow up to eight weeks.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/26) */
May 22, 2015
Ms. [redacted] N. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Better...
Business Bureau.
You expressed concern with the early termination fee to disconnect your service. You maintain that you are not receiving the channels that you requested and you had to upgrade your programming package.
Your service was activated on May 15, 2015, with a 24-month commitment through Altitude Marketing LLC ([redacted]), an independent company. A review of the sales call confirmed that although you requested MeTV and SyFy, Me TV is not currently carried by DISH Network. We did not find that the BBC and Hallmark channels were requested.
When I spoke with you by phone today, I advised you that I waived the 24-month commitment on your account. As you requested, I disconnected your service. I also submitted a refund of $38.29 to your credit card account for your initial payment. Please allow three to five business days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 1, 2016 Dear Mr. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to the NFL Network being taken down. You feel that...
the early termination fee should be waived. When we spoke by phone, I informed you that the NFL Network was restored on August 2, 2016. Our contract does state that programming is subject to change at any time. This is because we don’t own the channels we provide. You disconnected your account as of August 29, 2016. Your request to have the early termination fee waived is denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
October 25, 2016 Dear Ms. [redacted]: On October 25, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues and you asked that we release you from your term...
commitment. You also said that you were charged twice for a security system that you never received. When we spoke, I advised you that I will release you from your contract. Per your request, I set up your account to be closed on November 9, 2016, and I provided you with your final balance and the equipment return disclosures. Furthermore, I explained that we don’t offer a security system, nor did we charge for this; therefore, I’m unable to address this concern. 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 ###-###-####
June 2, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. You said a technician cut the power in your garage, and you disagree with the denied damage claim. When you spoke with [redacted], a DISH Network Corporate Field Resolutions Specialist, she informed you that the investigation revealed no evidence that the technician caused damage to the electrical system. If a licensed electrician finds evidence that electrical issues were caused by our technician, your claim will be re-opened. When we spoke today, I informed you that your concerns will be forwarded to the appropriate personnel. To discuss the matter further, you may contact the Corporate Field Resolutions Team directly at [redacted], Monday through Friday, 7:00 am to 4:00 pm, MST. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (4000, 8, 2015/08/13) */
August 4, 2015
[redacted]
XXXXX[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint,...
dated July 29, 2015, filed with the Revdex.com.
You requested to be released from the 24-month commitment to TV service due to the technical issues you have experienced.
When I spoke with you by telephone today, I agreed to release you from the 24-month agreement to TV service only as our records reveal several technical issues were reported. You will not be charged an early termination fee for TV service if you choose to disconnect the TV service.
You stated that you are happy with the internet service but will continue with the service.
Once the service is disconnected, boxes for the return of the Hopper, Joeys and remotes will ship to the address on the account. Please keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Tuesday someone from Dish network called and said she would let me out of my contract, her name [redacted]>did not catch a last name. Not comfortable with whether this is true or not. She left me a phone # of X-XXX-XXX-XXXX. Have not been able to reach her since>have left 2 msges, with no return call. A lot nervous whether to get installation with former company.
April 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges after the first year of service. You maintain that you were promised a monthly rate of $58.99 for two years. You would like your monthly rate reduced, or to be released from your 24-month commitment. Your service was activated on February 2, 2015, with a 24-month commitment. Your promotion included a total monthly credit of $45.00 for the first 12 months. This made your monthly rate $58.99. Due to the expiration of the credits on February 2, 2016, you began to be billed the regular monthly rate of $108.99. Please be advised that this includes a $5.00 price increase that we experienced on January 14, 2016. A review of the sales call recording found that the agent quoted you $58.99 a month for the first year and $103.99 for the second year (not including the recent price increase). When I spoke with you by phone on April 6, 2016, I advised you that we are unable to honor either request due to our findings. However, you accepted my offer of a monthly $20.00 credit for the next ten months. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
August 5, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On August 1, 2016, we received your correspondence, dated July 28, 2016, filed with the Revdex.com. You said you were told you would receive TV, phone and internet service. You expressed concern, as your phone number would change, and you said that you canceled your order. You disputed the collection attempts. When we spoke today, I advised you that I made an exception and I removed the balance of $502.09 from your account. As of August 4, 2016, your account is at a zero balance. Please allow eight weeks for processing with the credit bureaus. 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
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 the account is closed and balance is zeroed out.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1. I cannot say I am pleased with outcome of this complaint 2. Nothing was resolved about the wrong equipment being installed the whole reason why I signed up was for the 1 year Netflix I can watch on my TV after explaining the miss communication on their customer representative end still I am obligated to pay for the right equipment that was supposed to be installed – jus settling and saving my head ache I left that situation go-But I feel like at customer care and goodwill I think should have been TAKIN more into consideration 3. After talking to manager at dish I was more upsetting that she just offered to waive the cancelation fee of $400 if I ever wanted to cancel – which at this point I don’t – but I did not deny the cancellation fee –thinking I may need it they way htings are going *- I think Is outrageous because it is like she Is saying here just go head and leave our business and not accommodate to customer care or good will promotions 4. Even after the wrong equipment and the headache with all this my services with the equipment I have been having issues called in they sent tech out said he fixed and if problem persist they will change out hadware – spent 6 days with bad service – I am still settling 5. Unsure how I would ve like this outcome – but nothing is resolved and I stand behind my complaint 100%
Sincerely,
[redacted]
June 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You requested an account credit for the removal of your local Fox station, as you received such a credit when a previous channel was removed in October 2015. Your concerns were addressed on June 24, 2016, through the Federal Communications Commission. Enclosed is a copy of my correspondence. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] June 24, 2016 Mr. [redacted] [redacted] Re: FCC Complaint # [redacted] [redacted] Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 19, 2016, filed with the Federal Communications Commission. My attempts to contact you by phone at [redacted] on June 21, 22 and 23, 2016, were unsuccessful, however, I left three messages. You expressed concern with the removal of your local Fox station. You indicated that you were given credits for a previous channel removal and you would like an additional credit for this issue. Our records show that on October 5, 2015, a monthly credit of $5.00 was applied to your account for the removal of NBC. Please be advised that this credit was applied as a courtesy. Please be advised that you are not charged any additional monthly fees because the local channels are included in your basic programming package for free. However, DISH Network pays the providers to be able to broadcast the channels through our service. Tribune Broadcasting Company refused to grant an extension to keep their stations on our local channel lineup while we continue to negotiate with them. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, presenting a path to end Tribune's blackout immediately and 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 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. We are unable to honor your request for an account credit due to this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 21, 2015
Mr. and Mrs. [redacted] and [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On May 19, 2015, we received your correspondence,...
dated May 18, 2015, filed with the Revdex.com.
You maintain that a technician took your receiver during an equipment upgrade and you disputed the unreturned equipment fee.
I attempted to reach you at ([redacted] on May 19, 20 and 21, 2015. I left three voice messages.
Although we have no record that the equipment was retrieved or returned to DISH Network, I made an exception and reversed the $49.00 unreturned equipment fee.
A refund check in the amount of $27.56 was mailed to your address on May 20, 2015. Please allow seven days for mailing. This refund is for unused service.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
I THINK YOU ARE A LIAR. YOU DID NOT REVIEW ANY PHONE RESPONSES. IF YOU DID WHY DID IT TAKE SO LONG TO RESPOND. I THINK YOU DO NOT CARE ABOUT YOUR CUSTOMERS AND REALIZE YOU DO NOT CARE SINCE I HAVE NO AVAILABLE SERVICES BUT TO GET DISH HERE. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Dear Mr. [redacted]:On March 21, 2016, we received your rebuttal, dated March 18, 2016, filed with the Revdex.com.You requested a written response regarding the equipment return and the balance due. DISH Network does not require the satellite dish to be returned. The leased receivers, remote controls and internet modem were returned to our warehouse on March 14, 2016. As of March 10, 2016, your DISH Network account is at a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,
Initial Business Response /* (1000, 5, 2015/09/03) */
August 25, 2015
[redacted]
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You stated that your residence was destroyed in a fire. As a result, you requested that your DISH Network service be canceled. A $36.67 charge was recently applied to your bank account by DISH Network causing you to incur a non-sufficient funds (NSF) fee. You requested a refund for the $36.67 charge and the NSF fee. Additionally, you would like your account canceled, per your original request.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on August 20, 24 and 25, 2015, were unsuccessful and there was no option to leave a message. I also sent an email to [redacted]@yahoo.com (copy enclosed), but I have not received a response.
Your account was disconnected, effective July 28, 2015. The $36.67 credit card charge was disputed on August 24, 2015, and I resolved the DISH Network account balance. I will require a copy of your bank statement supporting the NSF fee that you incurred to refund that charge.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/05/13) */
May 12, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the...
Revdex.com.
You said that you closed your account within 30 days of activation and disputed the early termination fee. You requested that your balance be waived and for the debt to be removed from your credit report.
When we spoke by phone, I explained that DISH Network doesn't offer a grace period during which a customer can disconnect their account without penalty. However, because we don't have a contract for you on file, I waived the remaining charges on your account, which now has a zero balance.
Your account will be removed from our collection agency's files and the debt will be removed from your credit report. Please allow up to eight weeks for your report to be updated.
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]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/28) */
I am sorry for the delay in responding. This matter IS NOT CLOSED until formal response from me...DO NOT ASSUME !!
This company HAS NOT REMOVED this damaging error from my records. I have only received a letter in which they maintain some erroneous and mis-informed claim that there was no 'buyer's remorse', AND claim that the removal may take up to 8 weeks. If this is not removed within the next seven (7) days, legal proceedings will go forward. This is damaging my ability to obtain a mortgage loan and I want it removed immediately.
Thank you...
[redacted]
Final Business Response /* (4000, 14, 2015/06/01) */
May 29, 2015
Ms. [redacted]
PO Box 1734
Apache, AZ XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 29, 2015, we received your rebuttal, dated May 28, 2015, filed with the Revdex.com.
You requested that your credit report be updated within the next seven days.
Unfortunately, there is no way to expedite this process. We request the update immediately; however, it can take up to eight weeks for completion.
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: [redacted]
I am rejecting this response because:Again DISH continues to ignore the issue at hand.Until they can pay for the cost of removal and pick it up, I will not be satisfied.I have included photos of the mess the DISH COMPANY leaves behind, not their prior customer. That in fact I had to pay to be removed from the ground. It was cemented in! As DISH ask their customers to leave THEIR(DISH) equipment behind as trash for the next tenant to get rid of, because DISH provides a new DISH set up at their customers new house! They should remove THEIR equipment and reinstall it at the new house, rather than leave THEIR litter/equipment behind. I would like to look into a lawsuit in this matter as well. If Revdex.com can point me in the right direction. Maybe News Channels can help as well. I can get affidavits on several other people as well who are just as irritated as I am, that DISH has the nerve to leave THEIR equipment wherever they please. And leave it for other people to discard, rather themselves. That is being cheap and lazy. That is NOT good business.
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]
September 28, 2016 Dear Mr. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You said that you were given a set rate, but then you were told that the agent who quoted you the rate was...
incorrect. You requested that your account be disconnected and for us to provide you with a refund. When we spoke, I informed you that I reviewed two call recordings on your account. I found that an agent offered a discount for six months, but they never said it would be a set rate. I advised you that your account is disconnected, but I unable to meet your request for a refund. However, in the interest of customer service, I agreed to waive the remaining balance of $238.47. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/03) */
August 20, 2015
[redacted]
XXXXX XXXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You stated that your DISH Network account was recently disconnected due to financial hardship. The $300.00 early termination fee was charged to your bank account without authorization. You requested that the fee be refunded and you would like a payment arrangement.
When we spoke on August 19, 2015, I offered to provide you a copy of your contract to confirm the authorization of the early termination fee withdrawal.
When we spoke today, I explained that a copy of your contract was not available; therefore, I waived your early termination fee and I issued a refund for the payment. You accepted this resolution.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/07) */
April 30, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed...
with the Revdex.com.
You said that your house was destroyed in a house fire, and you expressed concern regarding being charged for unreturned equipment and early termination fees.
When we spoke I apologized for the inconvenience. I advised you that I have waived the balance of $1,090.58, resulting in a zero balance. I informed you that I will have your account removed from our collection agency and I will have the debt removed from your credit bureau file; please allow up to eight weeks.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/26) */
May 22, 2015
Ms. [redacted] N. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Better...
Business Bureau.
You expressed concern with the early termination fee to disconnect your service. You maintain that you are not receiving the channels that you requested and you had to upgrade your programming package.
Your service was activated on May 15, 2015, with a 24-month commitment through Altitude Marketing LLC ([redacted]), an independent company. A review of the sales call confirmed that although you requested MeTV and SyFy, Me TV is not currently carried by DISH Network. We did not find that the BBC and Hallmark channels were requested.
When I spoke with you by phone today, I advised you that I waived the 24-month commitment on your account. As you requested, I disconnected your service. I also submitted a refund of $38.29 to your credit card account for your initial payment. Please allow three to five business days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]