[redacted] Dear [redacted]: On June 8, 2017, we received your complaint, dated June 7, 2017, filed with the Revdex.com. You indicated you were not informed that you would lose your promotional offers if you placed your account on DISH Pause. When I spoke with you by telephone today, I advised you that placing your account on DISH Pause extends the life of the commitment, and all promotions are forfeited. As an exception, I reinstated your 2-year price guarantee for the America’s Top 120 +. However, the life of the commitment will be extended by the amount of time that your account is paused. 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]
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. Thank you very much for your help [redacted]. Please advise as to how to proceed. I have already received the return box.
Sincerely,
[redacted]
Please have another representative from the corporate office contact me. A representative who did not say where she was from. I found the discussion with her to be somewhat manipulative and unacceptable. I want to pay t he same amount to DISH as I have been paying for 12 moths. . Thank you.
September 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On September 14, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You expressed further concern with the installation date that you were given by our representatives. You stated that the appointment for September 2, 2017, was scheduled without your consent. You were also dissatisfied with the initial representative who gave you the incorrect installation date. We strive to provide excellent service and we regret that your experience was unfavorable. Please be assured that your customer service concerns will be researched and addressed internally. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You said you moved, and you disputed the early termination fee. When I spoke with your sister (Brenda...
[redacted]) today, I advised her that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, the customer agrees to be bound to the term commitment even if the residence changes. Because your service was disconnected prior to the promotional fulfillment date, you were billed $340.00 for the early termination fee. You were also billed $496.00 for the unreturned leased equipment. Under the DHA promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination and unreturned equipment fees. Please note that we offer a Move-In Deal promotion so that our customers can relocate their service to their new home. Ms. Bennettte said you are unable to retrieve the equipment from your previous address, and that you will pay for the equipment fees. I made an exception and removed the early termination fee from your account. I submitted a refund for $340.00. Please allow five business days for processing. I also removed the programming balance of $122.12 from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: [redacted]
I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment. I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service. As you know, I have not had the use of two of my three TV's since August 8, 2016. Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician. Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them. It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before.
Sincerely,
[redacted]
December 21, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You...
disputed the early termination fees associated with your DISH Network account. You stated that your internet service was too slow for your needs and that you experienced technical issues with your TV service.
When we spoke, I advised you that I made an exception and waived your internet early termination fees; however, our records do not reflect ongoing issues with your TV service. You reported that you had weather-related outages, which, I explained, are provided for in our customer agreement as they are out of DISH Network's control. As such, I am unable to waive your TV early termination fee.
Please note that we have no record of any purchased equipment on the account. Our records indicate that you installed internet service in December 2014; however, no TV equipment was added.
You requested to disconnect your service on December 23, 2015.
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]
[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company channel takedown and you disputed the early termination fee. When we spoke on July 13, 2016, you said you do not want to discuss this matter and you terminated the call. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. You participated in the Digital Home Advantage promotion with a 24-month commitment. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $440.00 was applied to your account. I enclosed a copy of your signed DHA agreement, wherein we disclose that programming is subject to change. We are unable to honor your request to remove the early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that the Hopper 3 does not have a feature that the previous Hopper had. You requested to have your 24-month commitment waived, your upgrade fee refunded, compensation for your time and to have your previous equipment configuration restored. I attempted to reach you at [redacted] on April 21, 25 and 26, 2016, and I left three voicemails. In my last message, I offered to change your equipment back to either two Hoppers with Sling and three Joeys, or a Hopper with Sling, a Hopper, and three Joeys. The new 24-month commitment would apply but I offered to waive the upgrade fee. While we sincerely regret that the Hopper 3 does not meet your expectation, as no misinformation was provided and the issue is one of preference, we are unable to waive your 24-month commitment or provide you with compensation. 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]
Complaint: [redacted]
I am rejecting this response because: My complaint was that when I signed up they did not deliver what I agreed to. Yes I did finally get HD channels & Netflix but that was after them negotiating. They offered me the Hopper 3 & 3 months free & my price went up. Well I was to get all that (Hd Channels & Netfilx) from the start for $80.24. When I complained about not getting the hd channels I did finally get it but my price went up to $81.99 with no dvr service. Now I am up to $93.08 to get everything I was suppose to get at the start with the exception I get the Hopper 3 which was not in the package. I still stand by the fact that they did not deliver what I was to get from the start. I took this new offer because of the Hopper 3 & the 3 months free. Now after accepting this offer I finally got my HD channels on both tv's & my Netflix which I should have gotten from the start. Now today (3-15-16) I get a notice over the tv that Dish may drop NBC, Syfy, Usa, & some other channels that I had signed up for. I would like to know if they do drop these channels if I have a right to cancel with this company if they do not stand by what I signed up for. Yes I signed an agreement but that was with the understanding that I was getting what I signed up for. I do not believe I should have to stick with them for 2 years & pay a cancelation fee if they do not comply with their end of the agreement. I am happy with the Hopper 3 & the 3 months free but feel people should be aware of this company offering you deals that they do not deliver.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I see that Dish was once again trying to contact me by phone, I suspect they were going to try and "Prompt" me to pay. The phone number used was invalid. But by trying to contact me other than by Mail or email, they once again proved their inability to work things out with regards to the customer' requests. Thank you for the quick resolution.
Sincerely,
[redacted]
December 8, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You said that you were...
put under a contract without your knowledge or approval. You also indicated that you were told service calls were free when you agreed to the Protection Plan. You requested to be released from your contract, the technical issues resolved and to receive a credit.
When we spoke, I advised you that I reviewed the recording of your call to upgrade your equipment. I found that our agent explained the contract requirement and you agreed to it. I also found that the Protection Plan was explained properly during this call. However, in the interest of customer service, I released you from your contract and set up a free service call.
I applied a $20.00 monthly credit to your account for the next ten months.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
[redacted] Dear [redacted]: On June 28, 2017, we received your correspondence, dated June 27, 2017, filed with the Revdex.com. You said you were told you had no term commitment and you maintain that you agreed to a 24-month price increase, and you expressed concern with the increased monthly billing rate. You disputed the early termination fee. You also provided feedback regarding your customer service experience. When we spoke today, I attempted to explain that when I reviewed your sales call from February 27, 2016, I found that the sales agent provided you with full disclosure for the Digital Home Advantage (DHA) promotion with a 24-month commitment. The agent advised you that you would be billed the current everyday price of $43.99 plus tax for the Smart Pack and one HD receiver. Under this promotion, we provided you with the premium channels free for three months and the Protection Plan free for six months. When the free service ended the regular price was applied, causing your price to increase. Please note that on January 17, 2017, the local channel price was separated from the core programming price. As a result your bill increased, making your monthly billing rate for the Smart Pack and Locals with an HD receiver $50.18 with tax. I regret any confusion. Our local office was unable to locate your signed DHA agreement; therefore, your early termination fee was waived. You may cancel the service at any time with no penalty. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 28, 2017, we received your correspondence, dated September 27, 2017, filed with the Revdex.com. You said that you were offered a $100.00 gift card at the time of sale, and you maintain you did not receive an email to redeem this offer. You requested a credit. When we spoke today, I informed you that I made an exception and applied a one-time credit of $100.00 to your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You said that DISH Network is charging you for unreturned equipment, which you claim you returned. You requested that the charges be waived and the debt be removed from your credit report.
When we spoke by phone, I informed you your account balance consists of a $315.00 early termination fee and $167.06 in services rendered, and that you're not being charged for unreturned equipment. I agreed to have the early termination fee waived, but advised you that the remaining balance of $167.06 is valid. I also offered to have the debt removed from your credit report once it has been paid. I have enclosed copies of your February, March and April 2015 billing statements 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/12) */
October 8, 2015
Ms. [redacted]
1355 Victoria St.
Saint [redacted], MN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 5, 2015, we received your complaint, dated October 2, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the service charges that were applied to your account for the Protection Plan. You maintain that you were unaware of the fee until you received an itemized billing statement.
Please be advised that all of your past monthly billing statements have been itemized.
The Protection Plan provides a customer with in-home service if we are unable to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged.
Our records reveal that the Protection Plan was added to your account on December 21, 2013, to waive the charge for the technician visit that was completed on December 26, 2013. The Protection Plan was removed on October 1, 2015.
As a courtesy, I applied a credit of $96.00 to your account for 12 months of the Protection Plan 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I contacted you back twice and left voice mail messages. and further more I didn't sign anything when the services were installed seeing as I was not there on the day in question. He probably signed my name I don't know why seeing as how the dish account was in his name.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. [redacted] Dr.
[redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 28, 2015, we received your complaint, dated April 26, 2015, filed with...
the Revdex.com.
You indicated that when you experienced technical issues, the technician who completed the service call attempted to relocate the satellite dish and drilled holes in your siding without your approval. This resulted in cracks in the siding.
I left you a message advising you that the Corporate Field Resolutions Department has notified us that they are currently working on this issue. Please contact Ms. [redacted] directly at [redacted]-[redacted]-[redacted], ext. [redacted], for further information.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Ms. [redacted]: On February 10, 2016, we received your rebuttal, dated February 9, 2016, filed with the Revdex.com. You said that you didn’t receive a $50.00 credit on your February 2016 bill. You also expressed concern regarding the $50.00 charge for an unreturned Smart Card. A review of your account reveals that your February 2016 billing statement will be generated and mailed to you on February 18, 2016. This statement will reflect the credit of $50.00 for the unreturned Smart Card and the credit I applied of $55.87. 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 Ms. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled your service because the new management company for your apartment complex disallowed satellite dishes. You were also concerned with the reporting of the balance on your account to collections. Our records show that a new 24-month commitment was added to your account on July 26, 2017, when you agreed to our Preferred Customer Offer. Your service was disconnected on October 28, 2017. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. The total balance of $219.40 was reported to collections on December 10, 2017, because it was not paid. When we received your payment of $72.32 on January 4, 2018, the balance was reduced to $147.08 When I spoke with you by phone on January 17, 2018, I advised you that I removed the early termination fee from your account. I also submitted a refund check of $62.92 for your overpayment. Please allow two to four weeks for processing. Your DISH Network account will be updated with the collection agency within 24-72 hours. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 9, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 8, 2017, we received your complaint, dated June 7, 2017, filed with the Revdex.com. You indicated you were not informed that you would lose your promotional offers if you placed your account on DISH Pause. When I spoke with you by telephone today, I advised you that placing your account on DISH Pause extends the life of the commitment, and all promotions are forfeited. As an exception, I reinstated your 2-year price guarantee for the America’s Top 120 +. However, the life of the commitment will be extended by the amount of time that your account is paused. 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]
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. Thank you very much for your help [redacted]. Please advise as to how to proceed. I have already received the return box.
Sincerely,
[redacted]
Please have another representative from the corporate office contact me. A representative who did not say where she was from. I found the discussion with her to be somewhat manipulative and unacceptable. I want to pay t he same amount to DISH as I have been paying for 12 moths. . Thank you.
September 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On September 14, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You expressed further concern with the installation date that you were given by our representatives. You stated that the appointment for September 2, 2017, was scheduled without your consent. You were also dissatisfied with the initial representative who gave you the incorrect installation date. We strive to provide excellent service and we regret that your experience was unfavorable. Please be assured that your customer service concerns will be researched and addressed internally. 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]
September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You said you moved, and you disputed the early termination fee. When I spoke with your sister (Brenda...
[redacted]) today, I advised her that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, the customer agrees to be bound to the term commitment even if the residence changes. Because your service was disconnected prior to the promotional fulfillment date, you were billed $340.00 for the early termination fee. You were also billed $496.00 for the unreturned leased equipment. Under the DHA promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination and unreturned equipment fees. Please note that we offer a Move-In Deal promotion so that our customers can relocate their service to their new home. Ms. Bennettte said you are unable to retrieve the equipment from your previous address, and that you will pay for the equipment fees. I made an exception and removed the early termination fee from your account. I submitted a refund for $340.00. Please allow five business days for processing. I also removed the programming balance of $122.12 from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: [redacted]
I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment. I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service. As you know, I have not had the use of two of my three TV's since August 8, 2016. Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician. Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them. It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before.
Sincerely,
[redacted]
December 21, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You...
disputed the early termination fees associated with your DISH Network account. You stated that your internet service was too slow for your needs and that you experienced technical issues with your TV service.
When we spoke, I advised you that I made an exception and waived your internet early termination fees; however, our records do not reflect ongoing issues with your TV service. You reported that you had weather-related outages, which, I explained, are provided for in our customer agreement as they are out of DISH Network's control. As such, I am unable to waive your TV early termination fee.
Please note that we have no record of any purchased equipment on the account. Our records indicate that you installed internet service in December 2014; however, no TV equipment was added.
You requested to disconnect your service on December 23, 2015.
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]
Tell us why here...July 14, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company channel takedown and you disputed the early termination fee. When we spoke on July 13, 2016, you said you do not want to discuss this matter and you terminated the call. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. You participated in the Digital Home Advantage promotion with a 24-month commitment. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $440.00 was applied to your account. I enclosed a copy of your signed DHA agreement, wherein we disclose that programming is subject to change. We are unable to honor your request to remove the early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that the Hopper 3 does not have a feature that the previous Hopper had. You requested to have your 24-month commitment waived, your upgrade fee refunded, compensation for your time and to have your previous equipment configuration restored. I attempted to reach you at [redacted] on April 21, 25 and 26, 2016, and I left three voicemails. In my last message, I offered to change your equipment back to either two Hoppers with Sling and three Joeys, or a Hopper with Sling, a Hopper, and three Joeys. The new 24-month commitment would apply but I offered to waive the upgrade fee. While we sincerely regret that the Hopper 3 does not meet your expectation, as no misinformation was provided and the issue is one of preference, we are unable to waive your 24-month commitment or provide you with compensation. 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]
Complaint: [redacted]
I am rejecting this response because: My complaint was that when I signed up they did not deliver what I agreed to. Yes I did finally get HD channels & Netflix but that was after them negotiating. They offered me the Hopper 3 & 3 months free & my price went up. Well I was to get all that (Hd Channels & Netfilx) from the start for $80.24. When I complained about not getting the hd channels I did finally get it but my price went up to $81.99 with no dvr service. Now I am up to $93.08 to get everything I was suppose to get at the start with the exception I get the Hopper 3 which was not in the package. I still stand by the fact that they did not deliver what I was to get from the start. I took this new offer because of the Hopper 3 & the 3 months free. Now after accepting this offer I finally got my HD channels on both tv's & my Netflix which I should have gotten from the start. Now today (3-15-16) I get a notice over the tv that Dish may drop NBC, Syfy, Usa, & some other channels that I had signed up for. I would like to know if they do drop these channels if I have a right to cancel with this company if they do not stand by what I signed up for. Yes I signed an agreement but that was with the understanding that I was getting what I signed up for. I do not believe I should have to stick with them for 2 years & pay a cancelation fee if they do not comply with their end of the agreement. I am happy with the Hopper 3 & the 3 months free but feel people should be aware of this company offering you deals that they do not deliver.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I see that Dish was once again trying to contact me by phone, I suspect they were going to try and "Prompt" me to pay. The phone number used was invalid. But by trying to contact me other than by Mail or email, they once again proved their inability to work things out with regards to the customer' requests. Thank you for the quick resolution.
Sincerely,
[redacted]
December 8, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You said that you were...
put under a contract without your knowledge or approval. You also indicated that you were told service calls were free when you agreed to the Protection Plan. You requested to be released from your contract, the technical issues resolved and to receive a credit.
When we spoke, I advised you that I reviewed the recording of your call to upgrade your equipment. I found that our agent explained the contract requirement and you agreed to it. I also found that the Protection Plan was explained properly during this call. However, in the interest of customer service, I released you from your contract and set up a free service call.
I applied a $20.00 monthly credit to your account for the next ten months.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
June 28, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 28, 2017, we received your correspondence, dated June 27, 2017, filed with the Revdex.com. You said you were told you had no term commitment and you maintain that you agreed to a 24-month price increase, and you expressed concern with the increased monthly billing rate. You disputed the early termination fee. You also provided feedback regarding your customer service experience. When we spoke today, I attempted to explain that when I reviewed your sales call from February 27, 2016, I found that the sales agent provided you with full disclosure for the Digital Home Advantage (DHA) promotion with a 24-month commitment. The agent advised you that you would be billed the current everyday price of $43.99 plus tax for the Smart Pack and one HD receiver. Under this promotion, we provided you with the premium channels free for three months and the Protection Plan free for six months. When the free service ended the regular price was applied, causing your price to increase. Please note that on January 17, 2017, the local channel price was separated from the core programming price. As a result your bill increased, making your monthly billing rate for the Smart Pack and Locals with an HD receiver $50.18 with tax. I regret any confusion. Our local office was unable to locate your signed DHA agreement; therefore, your early termination fee was waived. You may cancel the service at any time with no penalty. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 28, 2017, we received your correspondence, dated September 27, 2017, filed with the Revdex.com. You said that you were offered a $100.00 gift card at the time of sale, and you maintain you did not receive an email to redeem this offer. You requested a credit. When we spoke today, I informed you that I made an exception and applied a one-time credit of $100.00 to your account. You accepted this resolution. 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 /* (1000, 5, 2015/06/25) */
June 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You said that DISH Network is charging you for unreturned equipment, which you claim you returned. You requested that the charges be waived and the debt be removed from your credit report.
When we spoke by phone, I informed you your account balance consists of a $315.00 early termination fee and $167.06 in services rendered, and that you're not being charged for unreturned equipment. I agreed to have the early termination fee waived, but advised you that the remaining balance of $167.06 is valid. I also offered to have the debt removed from your credit report once it has been paid. I have enclosed copies of your February, March and April 2015 billing statements 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/12) */
October 8, 2015
Ms. [redacted]
1355 Victoria St.
Saint [redacted], MN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 5, 2015, we received your complaint, dated October 2, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the service charges that were applied to your account for the Protection Plan. You maintain that you were unaware of the fee until you received an itemized billing statement.
Please be advised that all of your past monthly billing statements have been itemized.
The Protection Plan provides a customer with in-home service if we are unable to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged.
Our records reveal that the Protection Plan was added to your account on December 21, 2013, to waive the charge for the technician visit that was completed on December 26, 2013. The Protection Plan was removed on October 1, 2015.
As a courtesy, I applied a credit of $96.00 to your account for 12 months of the Protection Plan 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I contacted you back twice and left voice mail messages. and further more I didn't sign anything when the services were installed seeing as I was not there on the day in question. He probably signed my name I don't know why seeing as how the dish account was in his name.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. [redacted] Dr.
[redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 28, 2015, we received your complaint, dated April 26, 2015, filed with...
the Revdex.com.
You indicated that when you experienced technical issues, the technician who completed the service call attempted to relocate the satellite dish and drilled holes in your siding without your approval. This resulted in cracks in the siding.
I left you a message advising you that the Corporate Field Resolutions Department has notified us that they are currently working on this issue. Please contact Ms. [redacted] directly at [redacted]-[redacted]-[redacted], ext. [redacted], for further information.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Ms. [redacted]: On February 10, 2016, we received your rebuttal, dated February 9, 2016, filed with the Revdex.com. You said that you didn’t receive a $50.00 credit on your February 2016 bill. You also expressed concern regarding the $50.00 charge for an unreturned Smart Card. A review of your account reveals that your February 2016 billing statement will be generated and mailed to you on February 18, 2016. This statement will reflect the credit of $50.00 for the unreturned Smart Card and the credit I applied of $55.87. 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 ###-###-####
January 18, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled your service because the new management company for your apartment complex disallowed satellite dishes. You were also concerned with the reporting of the balance on your account to collections. Our records show that a new 24-month commitment was added to your account on July 26, 2017, when you agreed to our Preferred Customer Offer. Your service was disconnected on October 28, 2017. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. The total balance of $219.40 was reported to collections on December 10, 2017, because it was not paid. When we received your payment of $72.32 on January 4, 2018, the balance was reduced to $147.08 When I spoke with you by phone on January 17, 2018, I advised you that I removed the early termination fee from your account. I also submitted a refund check of $62.92 for your overpayment. Please allow two to four weeks for processing. Your DISH Network account will be updated with the collection agency within 24-72 hours. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]