March 17, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You maintain that you were not provided with the equipment or promotions that you were offered during your sales call. You also expressed concern about possible channel takedowns. You asked if you could disconnect your service without an early termination fee if the channels were taken down. Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns. You were advised of the monthly fees at that time and you agreed to them. Please note that we were unable to review your sales call for misinformation due to a system issue. DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract. We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement. As such, your 24-month commitment would remain valid. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
August 3, 2015
[redacted] Wallace [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 31, 2015, we received your complaint, dated July 30, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you did not receive the price for Comcast internet and phone service that you were promised.
DISH Network does not offer bundled service with Comcast and are unaware of their service pricing.
Your service was activated on July 20, 2015, with a 24-month commitment through Dish One Satellite LLC and was disconnected on July 21, 2015.
Our records show that the early termination fee of $480.00 was removed from your account on July 28, 2015.
When I spoke with you by phone on July 31, 2015, you confirmed that your concerns were resolved. I also reversed the leased receiver fee, leaving your account with a zero balance.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. Key: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that damage was done to your home during the installation of your service. You requested that we pay for the repairs. When we spoke, I told you that I sent your complaint to our Corporate Field Resolutions Team and a damage claim was opened. Please contact Mr. Alex [redacted] at [redacted], ext. [redacted], regarding your claim. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: I will not be satisfied until dish agrees to waive the ETF. They are not providing the service I signed up for and therefore I shouldn't have to pay to cancel service.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On November 27, 2017, we received your complaint, dated November 22, 2017, filed with the Revdex.com. You indicated that you did not receive a box to return the equipment, and that unreturned equipment fees were posted to your DISH Network account. Because you have a bundled account with [redacted] service, they are sending notices that your service will be interrupted and notices of collections. You requested that DISH Network contact [redacted] to advise them that the equipment fees were reversed. When I spoke with you by telephone today, I informed you that the $249.00 unreturned equipment fee was reversed on November 15, 2017, and a new box was sent to you. Since new monthly service charges had cycled, they were deducted from the $249.00, and a $160.43 credit was transferred to [redacted] on November 28, 2017. Following our conversation, reached out to [redacted] and I received confirmation that your [redacted] bill reflected this credit. We apologize for any inconvenience this may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 4, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 25, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 29 and 30 and October 4, 2016, have been unsuccessful; however, I was...
able to leave a voice message on each attempt. You said that you agreed to our service because we are the only provider that offers the NFL Sunday Ticket, and that as of July 2016, we no longer offer the NFL Sunday Ticket. You demanded that we release you from your contract. DISH Network has never had the NFL Sunday Ticket, as DIRECTV has exclusive rights to the offer. DISH Network does offer the NFL Network (channel 154) and the NFL RedZone (channel 155) which were briefly removed due to our contract when the NFL Network contract expired. However, we were able to reach an agreement and the two channels have been restored. Your request has been denied. 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 28, 2017, we received your complaint, dated June 27, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that [redacted] with our Executive Escalations Team made an exception and he waived your 24-month commitment on June 30, 2017. Please note that a review of your May 23, 2017, call revealed that you were advised of, and agreed to, a new 24-month commitment in order to receive our two-year price lock promotion. The agent with whom you spoke advised you of the 24-month commitment and transferred you to our automated phone system, where you were advised of the commitment again and agreed to our terms of service. 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] Dear Ms. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you signed a work order and were unaware that you signed an agreement. You also mentioned that you disconnected your service due to weather-related technical issues. Please be advised that a new 24-month commitment is required when additional equipment is requested or existing equipment is upgraded. You were enrolled in a term commitment when your equipment was upgraded on April 30, 2015. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Your service was disconnected on May 10, 2016. Since your term commitment was not fulfilled, an early termination fee of $120.00 was applied to your account. When I spoke with you by phone today, I advised you that I reversed the early termination fee. I also submitted a refund of $30.90 for your overpayment. Please allow two to four weeks for processing. We appreciate that you brought your concerns regarding the installer to our attention so we may address them 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:
Initial Business Response /* (1000, 9, 2015/05/27) */
May 26, 2015
Ms.[redacted]
Porter, OK XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 22, 2015, we received your complaint, dated [redacted] 21, 2015, filed with the...
[redacted]
You said that you have been charged monthly for an extra receiver that you don't have. You requested that we provide you a credit for the receiver charge.
When we spoke, I advised you that our billing policy states that you must contact us within 20 days of receiving your bill to dispute any charges or we assume they are valid. However, as a courtesy, I agreed to apply a $300.00 account credit to be used toward your service charges. You agreed to my resolution.
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
[redacted], L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder [redacted]
[redacted].
Denver, CO XXXXX
[redacted]
February 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com. You said you have called DISH Network several times since April 3, 2017, to report a broken receiver; however, it was not replaced as your cell phone kept dropping the call. On November 15, 2017, you were finally able to complete a call to have the receiver replaced. You expressed concern that you were billed the regular monthly rate since you first reported that the receiver was not functioning correctly in April 2017. You also indicated that the new receiver did not come with a new Smart Card. You requested a refund for the services that you did not receive between April and November 2017. When we spoke today, I informed you that your receiver was not replaced as the calls you made were lost and communication was not re-established. Please note we are unaware if your equipment is functioning properly unless we are notified. You indicated that the DVR for your receiver was not working, but you still received a signal. The receiver that was sent to you has an internal Smart Card. I apologize that this expectation was not set when this receiver was sent to you or activated. As you received a signal for service during the time in question, we will not be refunding the $135.06 monthly rate that you were charged from April to November 2017. However, I submitted a refund for your most recent payment ($184.97) and for the DVR fee for eight months ($56.00). 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 (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. You indicated that you do not accept our response or the information we provided. You also mentioned your dissatisfaction with the customer service you received. The information that was provided to you was from our records and included activity on your account and a review of phone calls placed to DISH Network. Your current balance due is $558.74 which includes $347.00 plus tax for unreturned equipment fees. Return boxes were delivered to your address on December 29, 2015, at 3:16 pm under UPS tracking number 1Z40388F[redacted]4. Once the receivers and remotes are received by us, these fees will be removed. Please keep the return tracking numbers for your records. We encourage you to return the equipment in a timely manner to avoid automatic charges to your credit/debit card. Authorization to automatically debit your debit/credit card is provided in the Digital Home Advantage agreement (copy enclosed). I apologize that the customer service you received did not meet your expectations.. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Tell us why here...April 12, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 2, 2016, filed with the Revdex.com. You stated that you responded to an advertisement you received from Infinity Sales Group, an independent service provider. Your current service was provided by Optimum TV and established in your roommate’s name. You were under the impression that the new service you were purchasing would also be provided by Optimum TV. After the installation was completed, you signed the contract and the installer left. You then realized that DISH Network service was installed. You immediately attempted to disconnect the service and were informed that you would be charged an early termination fee. You claim that you were misled and you requested that the early termination fee be waived. The sales call was reviewed and Infinity Sales Group’s records indicate that DISH Network was identified as the service provider repeatedly throughout the conversation. However, as a courtesy, I agreed to waive your early termination fee and resolve the account balance. You responded to my April 5, 2016, email correspondence and accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI cc: Denver / Boulder Revdex.com
October 31, 2016 Dear Mr. [redacted]: On October 25, 2016, we received your complaint, dated October 21, 2016, filed with the Revdex.com. You stated that you spoke to a DISH Network supervisor on October 11, 2016, regarding your account disconnection and...
your final account balance. You indicated that you made payment arrangements on the account balance and you were assured it would not be sent to collections. Nevertheless, the balance was sent to collections. You requested that it be removed from collections so you can continue to make payments. When we spoke on October 26, 2016, I advised you that the balance could not be removed from collections until it was paid. I also offered to review the call. The review of the October 11, 2016, call revealed that at the end of the call you were provided the balance owed on the account. You indicated that you could not pay the full amount and you would need to make payments. The supervisor offered to note your account. The call was then ended. There was no discussion of the collection process or preventing the matter from being sent to collections. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI###-###-####
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You maintain you were told your monthly rate would be $65.00. Please refer to my previous response wherein I explained the monthly billing. On January 15, 2016, DISH Network increased our core packages by $5.00 per month for all customers. Also, in that same month, your $22.00 monthly credit ended. However, an exception was made and a monthly $20.00 credit for six months (starting February 2016) was applied to your account. For these reasons, your bill increased by $7.00 a month. With the discounted international programming and the $20.00 credit, your monthly price is $71.99 before tax. I regret any confusion. In the interest of resolving this matter, I waived your early termination fee. You may cancel the service at any time with no penalty. We appreciate your feedback and your concerns will be addressed internally with the appropriate personal. 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 [redacted] [redacted] [redacted] Tell us why here...
[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 when you ordered DISH Network TV service, it was to be bundled with phone service. Subsequently, you discovered that the phone service was not available in your area. You maintain that because of this, you were offered a credit to your account for two years. This account was activated on June 3, 2015, under the Digital Home Advantage (DHA) agreement and internet agreement. Both agreements included a 24-month commitment. You also took advantage of the 12-month promotion that provided you with a $45.00 monthly credit for the first 12 months of your agreements. These credits expired on your March 18, 2016, billing statement. The call recording from June 23, 2015, reveals that the customer service agent offered you a $25.00 monthly credit for 12 months--there is no mention of 24 months. When I spoke with you by telephone today, I informed you that all credits have expired and you are being billed correctly. No further credits are due. You have been released from both 24-month commitments. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
March 9, 2018 Mr. and Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 5, 2018, we received your complaint, dated March 4, 2018, filed with the Revdex.com. You said that you experienced technical issues and you do not agree with the fee to schedule a technician. You also mentioned that we offer a plan which reduces the cost. Please note that it is an industry-wide practice to charge a fee for a technician visit. You have the option to subscribe to the DISH Protect plans to reduce the cost of a visit from $95.00 to $10.00. We regret that you do not agree with our policy and procedures. I provided you with a $10.00 credit for the previously reported problems (on February 28 and March 4, 2018). As an exception, you also were provided with a free technician visit on March 5, 2018, and when I spoke with you today, you verified that the issue had been corrected. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Dr. [redacted]: On February 10, 2016, we received your complaint, dated February 6, 2016, filed with the Revdex.com. You maintain that you were offered a two-year price guarantee when you upgraded your equipment, but that we have not honored the offer. Only one year was provided. A...
review of the calls regarding the equipment upgrade in December 2015 reveals that there is no mention of a price guarantee. When I spoke with you by telephone today, you indicated that we advertised the Two-Year Price Guarantee online. I explained that in order to receive the offer, you have to be enrolled. You were not offered this option or enrolled with it. However, when I spoke with you by telephone today, I offered to adjust your account for the second year, as a previous agent already adjusted it for the first year. Additionally, I provided you with an additional offer of a $15.00 courtesy credit for 12 months since you have been a loyal customer since 2001. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted] Dear Mr. [redacted]: On April 21, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. You maintain that you were not informed of the $5.00 monthly fee when you enrolled in DISH Pause nor of the loss of your promotion. Because of this, you disconnected your service and you disputed the early termination fee. A review of the call on November 23, 2016, when you requested that your account be placed on DISH Pause, reveals that you were advised you lose your promotion and the term commitment is extended. You were also informed that the monthly rate for DISH Pause would be $5.36. When I spoke with you by telephone today, I advised you that as an exception, I removed the $320.00 early termination fee and the $12.00 equipment return fee from your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 19, 2015, we received your complaint, dated June 15, 2015, filed...
with the Revdex.com.
You said that you canceled your DISH Network account due to ongoing technical issues. You requested that the early termination fee be waived.
When we spoke by phone, I advised you that I have met your request to waive the early termination fee. You will receive a refund of $129.33.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. Very satisfied with the resolution.
Initial Business Response /* (1000, 5, 2015/12/17) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 9,...
2015, filed with the Revdex.com.
You expressed concern about the information UPS included on your shipping label.
When we spoke, I advised you that DISH Network does not dictate the information that UPS includes on their shipping labels. As such, we recommend that you speak with them concerning this issue.
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]
[redacted] XXXXX
[redacted]
March 17, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You maintain that you were not provided with the equipment or promotions that you were offered during your sales call. You also expressed concern about possible channel takedowns. You asked if you could disconnect your service without an early termination fee if the channels were taken down. Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns. You were advised of the monthly fees at that time and you agreed to them. Please note that we were unable to review your sales call for misinformation due to a system issue. DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract. We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement. As such, your 24-month commitment would remain valid. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
August 3, 2015
[redacted] Wallace [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 31, 2015, we received your complaint, dated July 30, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you did not receive the price for Comcast internet and phone service that you were promised.
DISH Network does not offer bundled service with Comcast and are unaware of their service pricing.
Your service was activated on July 20, 2015, with a 24-month commitment through Dish One Satellite LLC and was disconnected on July 21, 2015.
Our records show that the early termination fee of $480.00 was removed from your account on July 28, 2015.
When I spoke with you by phone on July 31, 2015, you confirmed that your concerns were resolved. I also reversed the leased receiver fee, leaving your account with a zero balance.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 24, 2016 Ms. [redacted]
[redacted] [redacted]
* Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. Key: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that damage was done to your home during the installation of your service. You requested that we pay for the repairs. When we spoke, I told you that I sent your complaint to our Corporate Field Resolutions Team and a damage claim was opened. Please contact Mr. Alex [redacted] at [redacted], ext. [redacted], regarding your claim. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: I will not be satisfied until dish agrees to waive the ETF. They are not providing the service I signed up for and therefore I shouldn't have to pay to cancel service.
Sincerely,
[redacted]
December 5, 2017 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On November 27, 2017, we received your complaint, dated November 22, 2017, filed with the Revdex.com. You indicated that you did not receive a box to return the equipment, and that unreturned equipment fees were posted to your DISH Network account. Because you have a bundled account with [redacted] service, they are sending notices that your service will be interrupted and notices of collections. You requested that DISH Network contact [redacted] to advise them that the equipment fees were reversed. When I spoke with you by telephone today, I informed you that the $249.00 unreturned equipment fee was reversed on November 15, 2017, and a new box was sent to you. Since new monthly service charges had cycled, they were deducted from the $249.00, and a $160.43 credit was transferred to [redacted] on November 28, 2017. Following our conversation, reached out to [redacted] and I received confirmation that your [redacted] bill reflected this credit. We apologize for any inconvenience this may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 4, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 25, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 29 and 30 and October 4, 2016, have been unsuccessful; however, I was...
able to leave a voice message on each attempt. You said that you agreed to our service because we are the only provider that offers the NFL Sunday Ticket, and that as of July 2016, we no longer offer the NFL Sunday Ticket. You demanded that we release you from your contract. DISH Network has never had the NFL Sunday Ticket, as DIRECTV has exclusive rights to the offer. DISH Network does offer the NFL Network (channel 154) and the NFL RedZone (channel 155) which were briefly removed due to our contract when the NFL Network contract expired. However, we were able to reach an agreement and the two channels have been restored. Your request has been denied. 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 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 28, 2017, we received your complaint, dated June 27, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that [redacted] with our Executive Escalations Team made an exception and he waived your 24-month commitment on June 30, 2017. Please note that a review of your May 23, 2017, call revealed that you were advised of, and agreed to, a new 24-month commitment in order to receive our two-year price lock promotion. The agent with whom you spoke advised you of the 24-month commitment and transferred you to our automated phone system, where you were advised of the commitment again and agreed to our terms of service. 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]
May 13, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you signed a work order and were unaware that you signed an agreement. You also mentioned that you disconnected your service due to weather-related technical issues. Please be advised that a new 24-month commitment is required when additional equipment is requested or existing equipment is upgraded. You were enrolled in a term commitment when your equipment was upgraded on April 30, 2015. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Your service was disconnected on May 10, 2016. Since your term commitment was not fulfilled, an early termination fee of $120.00 was applied to your account. When I spoke with you by phone today, I advised you that I reversed the early termination fee. I also submitted a refund of $30.90 for your overpayment. Please allow two to four weeks for processing. We appreciate that you brought your concerns regarding the installer to our attention so we may address them 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:
Initial Business Response /* (1000, 9, 2015/05/27) */
May 26, 2015
Ms.[redacted]
Porter, OK XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 22, 2015, we received your complaint, dated [redacted] 21, 2015, filed with the...
[redacted]
You said that you have been charged monthly for an extra receiver that you don't have. You requested that we provide you a credit for the receiver charge.
When we spoke, I advised you that our billing policy states that you must contact us within 20 days of receiving your bill to dispute any charges or we assume they are valid. However, as a courtesy, I agreed to apply a $300.00 account credit to be used toward your service charges. You agreed to my resolution.
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
[redacted], L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder [redacted]
[redacted].
Denver, CO XXXXX
[redacted]
February 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com. You said you have called DISH Network several times since April 3, 2017, to report a broken receiver; however, it was not replaced as your cell phone kept dropping the call. On November 15, 2017, you were finally able to complete a call to have the receiver replaced. You expressed concern that you were billed the regular monthly rate since you first reported that the receiver was not functioning correctly in April 2017. You also indicated that the new receiver did not come with a new Smart Card. You requested a refund for the services that you did not receive between April and November 2017. When we spoke today, I informed you that your receiver was not replaced as the calls you made were lost and communication was not re-established. Please note we are unaware if your equipment is functioning properly unless we are notified. You indicated that the DVR for your receiver was not working, but you still received a signal. The receiver that was sent to you has an internal Smart Card. I apologize that this expectation was not set when this receiver was sent to you or activated. As you received a signal for service during the time in question, we will not be refunding the $135.06 monthly rate that you were charged from April to November 2017. However, I submitted a refund for your most recent payment ($184.97) and for the DVR fee for eight months ($56.00). 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 (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. You indicated that you do not accept our response or the information we provided. You also mentioned your dissatisfaction with the customer service you received. The information that was provided to you was from our records and included activity on your account and a review of phone calls placed to DISH Network. Your current balance due is $558.74 which includes $347.00 plus tax for unreturned equipment fees. Return boxes were delivered to your address on December 29, 2015, at 3:16 pm under UPS tracking number 1Z40388F[redacted]4. Once the receivers and remotes are received by us, these fees will be removed. Please keep the return tracking numbers for your records. We encourage you to return the equipment in a timely manner to avoid automatic charges to your credit/debit card. Authorization to automatically debit your debit/credit card is provided in the Digital Home Advantage agreement (copy enclosed). I apologize that the customer service you received did not meet your expectations.. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Tell us why here...April 12, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 2, 2016, filed with the Revdex.com. You stated that you responded to an advertisement you received from Infinity Sales Group, an independent service provider. Your current service was provided by Optimum TV and established in your roommate’s name. You were under the impression that the new service you were purchasing would also be provided by Optimum TV. After the installation was completed, you signed the contract and the installer left. You then realized that DISH Network service was installed. You immediately attempted to disconnect the service and were informed that you would be charged an early termination fee. You claim that you were misled and you requested that the early termination fee be waived. The sales call was reviewed and Infinity Sales Group’s records indicate that DISH Network was identified as the service provider repeatedly throughout the conversation. However, as a courtesy, I agreed to waive your early termination fee and resolve the account balance. You responded to my April 5, 2016, email correspondence and accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI cc: Denver / Boulder Revdex.com
October 31, 2016 Dear Mr. [redacted]: On October 25, 2016, we received your complaint, dated October 21, 2016, filed with the Revdex.com. You stated that you spoke to a DISH Network supervisor on October 11, 2016, regarding your account disconnection and...
your final account balance. You indicated that you made payment arrangements on the account balance and you were assured it would not be sent to collections. Nevertheless, the balance was sent to collections. You requested that it be removed from collections so you can continue to make payments. When we spoke on October 26, 2016, I advised you that the balance could not be removed from collections until it was paid. I also offered to review the call. The review of the October 11, 2016, call revealed that at the end of the call you were provided the balance owed on the account. You indicated that you could not pay the full amount and you would need to make payments. The supervisor offered to note your account. The call was then ended. There was no discussion of the collection process or preventing the matter from being sent to collections. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI###-###-####
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You maintain you were told your monthly rate would be $65.00. Please refer to my previous response wherein I explained the monthly billing. On January 15, 2016, DISH Network increased our core packages by $5.00 per month for all customers. Also, in that same month, your $22.00 monthly credit ended. However, an exception was made and a monthly $20.00 credit for six months (starting February 2016) was applied to your account. For these reasons, your bill increased by $7.00 a month. With the discounted international programming and the $20.00 credit, your monthly price is $71.99 before tax. I regret any confusion. In the interest of resolving this matter, I waived your early termination fee. You may cancel the service at any time with no penalty. We appreciate your feedback and your concerns will be addressed internally with the appropriate personal. 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 [redacted] [redacted] [redacted] Tell us why here...
May 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[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 when you ordered DISH Network TV service, it was to be bundled with phone service. Subsequently, you discovered that the phone service was not available in your area. You maintain that because of this, you were offered a credit to your account for two years. This account was activated on June 3, 2015, under the Digital Home Advantage (DHA) agreement and internet agreement. Both agreements included a 24-month commitment. You also took advantage of the 12-month promotion that provided you with a $45.00 monthly credit for the first 12 months of your agreements. These credits expired on your March 18, 2016, billing statement. The call recording from June 23, 2015, reveals that the customer service agent offered you a $25.00 monthly credit for 12 months--there is no mention of 24 months. When I spoke with you by telephone today, I informed you that all credits have expired and you are being billed correctly. No further credits are due. You have been released from both 24-month commitments. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
March 9, 2018 Mr. and Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 5, 2018, we received your complaint, dated March 4, 2018, filed with the Revdex.com. You said that you experienced technical issues and you do not agree with the fee to schedule a technician. You also mentioned that we offer a plan which reduces the cost. Please note that it is an industry-wide practice to charge a fee for a technician visit. You have the option to subscribe to the DISH Protect plans to reduce the cost of a visit from $95.00 to $10.00. We regret that you do not agree with our policy and procedures. I provided you with a $10.00 credit for the previously reported problems (on February 28 and March 4, 2018). As an exception, you also were provided with a free technician visit on March 5, 2018, and when I spoke with you today, you verified that the issue had been corrected. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Dr. [redacted]: On February 10, 2016, we received your complaint, dated February 6, 2016, filed with the Revdex.com. You maintain that you were offered a two-year price guarantee when you upgraded your equipment, but that we have not honored the offer. Only one year was provided. A...
review of the calls regarding the equipment upgrade in December 2015 reveals that there is no mention of a price guarantee. When I spoke with you by telephone today, you indicated that we advertised the Two-Year Price Guarantee online. I explained that in order to receive the offer, you have to be enrolled. You were not offered this option or enrolled with it. However, when I spoke with you by telephone today, I offered to adjust your account for the second year, as a previous agent already adjusted it for the first year. Additionally, I provided you with an additional offer of a $15.00 courtesy credit for 12 months since you have been a loyal customer since 2001. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
April 27, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 21, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. You maintain that you were not informed of the $5.00 monthly fee when you enrolled in DISH Pause nor of the loss of your promotion. Because of this, you disconnected your service and you disputed the early termination fee. A review of the call on November 23, 2016, when you requested that your account be placed on DISH Pause, reveals that you were advised you lose your promotion and the term commitment is extended. You were also informed that the monthly rate for DISH Pause would be $5.36. When I spoke with you by telephone today, I advised you that as an exception, I removed the $320.00 early termination fee and the $12.00 equipment return fee from your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 19, 2015, we received your complaint, dated June 15, 2015, filed...
with the Revdex.com.
You said that you canceled your DISH Network account due to ongoing technical issues. You requested that the early termination fee be waived.
When we spoke by phone, I advised you that I have met your request to waive the early termination fee. You will receive a refund of $129.33.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. Very satisfied with the resolution.
Initial Business Response /* (1000, 5, 2015/12/17) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 9,...
2015, filed with the Revdex.com.
You expressed concern about the information UPS included on your shipping label.
When we spoke, I advised you that DISH Network does not dictate the information that UPS includes on their shipping labels. As such, we recommend that you speak with them concerning this issue.
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]
[redacted] XXXXX
[redacted]