October 7, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 3, 2016, filed with the Revdex.com. You maintain that you are not receiving credits that were promised by the DISH Network agents. You requested...
that your bill reflect these credits. When we spoke, I advised you that I reviewed your calls from August 13, 2016, and October 3, 2016. I found that the credits you mentioned are being applied as promised. You disagreed and terminated the call. You are participating in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, you are receiving an introductory savings credit of $17.00 per month for 24 months. Since you are enrolled in eAutopay, an additional $10.00 monthly credit is being applied for 24 months. These credits along with the initial promotional discounts total $57.00. Please note that when the credits end, the regular price will apply. On August 13, 2016, you reported that the Golf and WPMT channels were no longer on your channel lineup. The agent advised you that the Golf channel was provided free from July 15, 2016, through August 12, 2016, and that the Golf channel is included in the America’s Top 200 package at a higher monthly billing rate. You agreed to the programming upgrade. The agent also informed you of the Tribune Broadcasting (owner of WPMT) takedown. Since that conversation, we have reached an agreement with Tribune and the WPMT was restored on September 3, 2016. During the call, the agent added two $5.00 monthly credits to your account for six months. Since you maintain you referred a customer to DISH Network, the agent applied a $5.00 credit for ten months. In addition, a $10.00 monthly credit was added for six months, because the programming was upgraded. Due to the programming change, you were billed a prorated rate for the service. You currently subscribe to the America’s Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $99.99. The credits added on August 13, 2016, along with the Intro Savings and eAutopay credits total $52.00. When the credits end, the regular price will apply. I regret any confusion. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[redacted] Dear Ms. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You expressed dissatisfaction with our attempts to install DISH Network service at your home. You requested compensation for your time. You also stated that the equipment was not removed by our technician. Your DISH Network service was initially activated on November 25, 2017, with a 24-month commitment. Our records confirm that a technician was sent to your home on November 28, 2017, to address your technical issues and they indicated that there was not a clear signal for service. As a result, your term commitment was waived and your service was canceled. When a technician was sent to your home on November 29, 2017, to verify that there was no signal, he found a location that would provide signal. Although your service was restarted and an appointment was scheduled to relocate the satellite dish, you opted to cancel the appointment and your service on November 30, 2017. While account credits totaling $175.00 were applied to your DISH Network account for the issues you experienced, the credits were forfeited once your service was disconnected. Please be advised that these credits were applied towards service and are non-refundable. When I spoke with your grandson on December 6, 2017, he accepted my offer to schedule an appointment to retrieve the equipment from your home. This appointment was completed on December 7, 2017. While we regret that we were unable to install the service to your satisfaction, we are unable to honor your request for compensation. We apologize for any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. 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]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 1, 2016, we received your correspondence, dated February 29, 2016, filed with the Revdex.com. You said you were told that you would receive all the premium movie channels, free with your regular programming package, for $110.00 per month. You also expressed concern with the customer service you received. When we spoke today, I advised you that I reviewed your sales call that took place on December 19, 2015. The call reveals that the sales agent offered you the Digital Home Advantage (DHA) agreement with a 24-month commitment. The agent advised you that the premium movie channels (HBO, Showtime, Starz and Cinemax) are included with the America’s Everything Package at the price of $105.99 per month for one year. This price also includes DVR service and a Joey receiver fee. The agent also informed you that the DISH Movie Pack is a separate package and that it is free for three months. I regret any confusion. On the date of sale, we sent you a sales confirmation email to [redacted] detailing the DHA terms and billing. During our conversation you requested a copy of the sales call. To receive these records, please mail your subpoena request to: Mail: DISH Network LLC Attn: Subpoena Request [redacted] We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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]
January 26, 2018 Mr. [redacted] *. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You stated that you entered into a new two-year agreement that included a two-year price guarantee. However, you received a bill that indicated that your price will increase. You also mention that you are paying for the CW, but you have not received it in months. When I spoke with you by telephone today, I apologized for this oversight and advised you to log into your online account and accept the new agreement. I applied a one-time courtesy credit for the confusion. Your local channels are broadcast from Macon, Georgia and they are priced at $12.00 (formerly $10.00) per month. They include ABC, NBC, CBS and Fox. We do not show that the CW is provided in your area. You may view CW programming via their streaming application. 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 Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the promotion that your service was established with, and the date of activation. Further review of your account shows that it was activated on December 2, 2015, not February 2, 2015. I apologize for the typographical error. As previously advised, your service was activated with our Flex 24 promotion. Enclosed is a copy of your 24-month agreement. We also show that an email was sent to you at [redacted] on December 1, 2015, disclosing the terms and conditions of your promotion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
December 29, 2015 [redacted] Grove City, OH [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 20, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You indicated that you have not received a box or shipping label as promised to return the leased equipment before the disconnection of your service on December 30, 2015. Please be advised that boxes for the return of the leased equipment are automatically shipped by our system once service is canceled. However, a UPS shipping label was sent via email to [redacted].COM on December 17, 2015, as you requested. I regret that you did not receive it. Our records show that your service was disconnected on December 21, 2015. A box and shipping label were shipped with a scheduled delivery date of December 24, 2015, through UPS. We also show that UPS has scheduled a box to be delivered today. When I spoke with you by phone today, you indicated that you still have not received a label or box. I submitted a request to provide a shipping label via email. You agreed to contact me if you do not receive the email so that I can provide our return address. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
November 10, 2016 Dear Ms. [redacted]: On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com. You expressed concern that you were not receiving Cartoon Network West. You said DISH Network advertised...
that it was included in the Flex Pack. When we spoke, I requested a copy of the advertisement to which you referred, as all DISH Network advertisements state that Cartoon Network West is only available in the Kid’s Pack. When you forwarded me the advertisement, I found that it came from an independent retailer, Infinity Sales. We have contacted Infinity Sales and they have corrected their advertisements to reflect the accurate channels for the Flex Pack. We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this issue to our attention. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Tell us why here.March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed further concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. As previously advised, your TV and internet services each required a 24-month commitment. I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service remained valid because the technical issues reported were weather-related. As a result, an early termination fee of $340.00 was applied to your account on February 25, 2016. We are unable to honor your request to waive this fee. You also maintain that your roof was damaged by one of the dish installations. Please be advised that you will need to file a damage claim so DISH Network may research this concern. You may open a claim by contacting our Office of the President at [redacted] If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]..
Initial Business Response /* (1000, 4, 2015/04/23) */
April 22, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 20, 2015, we received your correspondence, dated April 17, 2015, filed...
with the Revdex.com.
You stated that you had DISH Network service installed in your home on May 12, 2014. You experienced unresolved signal loss that led to you disconnecting the service on May 19, 2014. You were charged an early termination fee. You requested that this fee be waived and removed from collections.
When we spoke today, you indicated that your complaint was being handled by the Revdex.com and you terminated the call.
To address your concerns, I waived your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 14, 2016 Dear Mr. [redacted]: On December 7, 2016, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You indicated that you agreed to a guaranteed rate of $61.64 but it was increased to $66.44. You were told it...
was because of the area you are in. I unsuccessfully attempted to contact you at ###-###-#### on December 8, 9 and 14, 2016, and I left three messages. A review of this account reveals that you did not have the local channels active and when the local channels were added to your account, the price was increased by $5.00. Since the price you were quoted included the local channels, we applied a $5.00 monthly credit to your account for the remaining months of your 24-month agreement. Please note that you will receive an additional $5.00 monthly credit for the next ten months. Although the credit is labeled “$5.00 of 24”, this is a typographical error. This credit will only be available through the first 12 months of your agreement. I apologize for the confusion. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/01) */
August 25, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 18,...
2015, filed with the Revdex.com.
You indicated that DISH Network declined your request to install service at your new location and you were referred to a local retailer. You requested a credit for the services that you have not received.
Our records reveal that you were referred to a retailer because you are in a recreational vehicle.
When I spoke with you by phone on August 19, 2015, I advised you that an appointment was already scheduled to install service at your new residence. The installation was completed on August 21, 2015.
I applied a credit of $188.70 to your account for the time without service. I also waived the installation fee of $100.00.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at (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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/11/02) */
Received duplicate complaint 11/01/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Jumped my price without me knowing. DVR not working. Rep refused to cancel
I have previously had issues already. Last payment my fiance told me the bill was really high for some reason. I assumed that the credit had not been applied from before. But, apparently, my service charge jumped from around 50 dollars a month to over $100. No notice, no recollection of them ever saying that it would jump. Apparently for movie channels I don't even use. On top of it, the last few weeks the DVR isn't recording my few shows that I do watch. I emailed a week ago and never had a response. Fed ip, I called yesterday and asked why my bill is so high and they told me after three months the price jumps. Good to know, AFTER you start charging me. I told them I want to cancel THREE times and the rep just keeps going on and on about the discounts they can give me now and how they can drop the price. Three times! And then the call was disconnected. I really hate using Revdex.com, and this is the only company I ever have. This has just been a never ending issue and exhausting. It is not worth the handful of TV shows I actually watch. I am upset bc all of these issues, one after the other and I just want to be done. I don't care if I have to drive to drop of the equipment. I can't deal with this anymore.
Refund the additional charges - I have no problem paying the fees that I have been - and cancel the service.
$200.00
Final Business Response /* (4000, 13, 2015/11/09) */
November 6, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the Revdex.com.
You maintain that you canceled your service because your monthly rate was increased without notification and your DVR receiver was not working.
Your service was activated on April 15, 2015, with a 24-month commitment. Your promotion included a monthly $45.00 credit for the first 12 months. You also received four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack (formerly Blockbuster @Home) free for three months.
A review of the sales call recording found that you were told about the free movie channels and that the current price for these channels ($57.00 at that time) would apply after three months unless you notified us to remove them. We also show that a sales confirmation email was sent to you at [redacted]@HOTMAIL.COM on April 10, 2015, detailing the promotional terms and offers.
Your monthly rate was increased to $108.99 plus tax after three months because the movie channels were not removed. While we offered to remove them from your account, you declined and opted to cancel your service on October 31, 2015. At that time, your account was left with an unpaid service balance of $119.21. You were also charged an early termination fee of $360.00 for not fulfilling your term commitment.
Our records do not show that you notified us about the issues with your DVR receiver.
When I spoke with you by phone on November 5, 2015, I advised you that I made an exception and reversed the charges, 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
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I called [redacted] with Dish on 2/5/2016 and requested that Dish terminate my service as they agreed to, sometime during the week of 2/8/2016.
Sincerely,
[redacted]
[redacted] [redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 13, 18 and 19, 2016, and I left three messages. I also received messages from you and from Mr. [redacted]. You maintain that you were not notified when DISH Pause expired and you began to be billed. Per our disclosures, your service will automatically be restarted once DISH Pause expires. As an exception, I removed the balance on this account. Please return the receiver and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[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 just want to say thank you! I have been and will continue to look for another provider simply because I do not like to be given a promise and for it to not be followed through. I understand and have been told about the promotions ending and the dates... What you guys fail to understand it that I was told that AFTER all those promotions fell off that my bill would stay around $55.00 a month. This was not the case and I did reinstate my account do to the early termination fee. So that being said thank you for removing that.
Sincerely,
[redacted]
December 7, 2016 Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network TV and dishNET internet services. You indicated that you were...
misquoted your monthly price and you were misinformed about your internet speed. Additionally, you experienced a delay in the service installation. You requested that your early termination fee be waived so you can disconnect your service without penalty. I reviewed your recorded sales call. The final price that you were quoted was $118.00. Your first bill includes a wireless network setup fee and the second bill reflects the addition of the News Pack. The internet speed was quoted as 10/50 GB--not 50/50 GB. The original appointment time was lost when your call disconnected before the order was completed. When we spoke on December 5, 2016, I agreed to waive your early termination fee because your signature was not captured electronically on your contract. You accepted this resolution and your account was disconnected. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: Dish failed to address the original complaint. Gift card was to be issued 6 to 8 weeks from the date of installation September 21st. No gift card received as of today going on 12 weeks. Case to be open till receipt and final determining of the company business sales practice in regards to this issue
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 19, 2018, we received your complaint, dated January 18, 2018, filed with the Revdex.com. You indicated that you have not received the remote that you ordered. You requested that the remote be provided, and an account credit for being unable to watch TV without a remote. As indicated in our email correspondence, our records confirm that a payment of $27.44 was received on January 10, 2018. However, we do not show that an order for a new remote was placed. As a result, you were not charged for a remote. A refund of $27.44 was applied to your credit card account on January 22, 2018. I requested that a remote be shipped to your home at no cost. Please allow up to five business days for delivery. As a courtesy, I applied a credit of $21.65 to your account for the time without service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: 1. Dish Network wants to lock in customer for 2 years and talks about locking down price and after customer agrees for 2 year contract then conveniently increase price in the 2nd year. 2. As far as protection plan goes. I never asked for it. Dish network leaves on customer to call back in 6 months and cancel. Who remembers it? I still want refund. I want to know how many customers call back and cancel the plan. Please share data. I am sure, I am not alone. BTW I encourage Dish Network to train customer service rep. better so that they know how to talk with customer. Yelling on call is not an option. Please provide me your manager's contact info. I would like to speak with him/her. I have been using Dish Network for years (you can check) and it is unfortunate that Dish doesn't care. Thanks
Sincerely,
[redacted]
October 7, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 3, 2016, filed with the Revdex.com. You maintain that you are not receiving credits that were promised by the DISH Network agents. You requested...
that your bill reflect these credits. When we spoke, I advised you that I reviewed your calls from August 13, 2016, and October 3, 2016. I found that the credits you mentioned are being applied as promised. You disagreed and terminated the call. You are participating in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, you are receiving an introductory savings credit of $17.00 per month for 24 months. Since you are enrolled in eAutopay, an additional $10.00 monthly credit is being applied for 24 months. These credits along with the initial promotional discounts total $57.00. Please note that when the credits end, the regular price will apply. On August 13, 2016, you reported that the Golf and WPMT channels were no longer on your channel lineup. The agent advised you that the Golf channel was provided free from July 15, 2016, through August 12, 2016, and that the Golf channel is included in the America’s Top 200 package at a higher monthly billing rate. You agreed to the programming upgrade. The agent also informed you of the Tribune Broadcasting (owner of WPMT) takedown. Since that conversation, we have reached an agreement with Tribune and the WPMT was restored on September 3, 2016. During the call, the agent added two $5.00 monthly credits to your account for six months. Since you maintain you referred a customer to DISH Network, the agent applied a $5.00 credit for ten months. In addition, a $10.00 monthly credit was added for six months, because the programming was upgraded. Due to the programming change, you were billed a prorated rate for the service. You currently subscribe to the America’s Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $99.99. The credits added on August 13, 2016, along with the Intro Savings and eAutopay credits total $52.00. When the credits end, the regular price will apply. I regret any confusion. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
December 8, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You expressed dissatisfaction with our attempts to install DISH Network service at your home. You requested compensation for your time. You also stated that the equipment was not removed by our technician. Your DISH Network service was initially activated on November 25, 2017, with a 24-month commitment. Our records confirm that a technician was sent to your home on November 28, 2017, to address your technical issues and they indicated that there was not a clear signal for service. As a result, your term commitment was waived and your service was canceled. When a technician was sent to your home on November 29, 2017, to verify that there was no signal, he found a location that would provide signal. Although your service was restarted and an appointment was scheduled to relocate the satellite dish, you opted to cancel the appointment and your service on November 30, 2017. While account credits totaling $175.00 were applied to your DISH Network account for the issues you experienced, the credits were forfeited once your service was disconnected. Please be advised that these credits were applied towards service and are non-refundable. When I spoke with your grandson on December 6, 2017, he accepted my offer to schedule an appointment to retrieve the equipment from your home. This appointment was completed on December 7, 2017. While we regret that we were unable to install the service to your satisfaction, we are unable to honor your request for compensation. We apologize for any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. 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]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 1, 2016, we received your correspondence, dated February 29, 2016, filed with the Revdex.com. You said you were told that you would receive all the premium movie channels, free with your regular programming package, for $110.00 per month. You also expressed concern with the customer service you received. When we spoke today, I advised you that I reviewed your sales call that took place on December 19, 2015. The call reveals that the sales agent offered you the Digital Home Advantage (DHA) agreement with a 24-month commitment. The agent advised you that the premium movie channels (HBO, Showtime, Starz and Cinemax) are included with the America’s Everything Package at the price of $105.99 per month for one year. This price also includes DVR service and a Joey receiver fee. The agent also informed you that the DISH Movie Pack is a separate package and that it is free for three months. I regret any confusion. On the date of sale, we sent you a sales confirmation email to [redacted] detailing the DHA terms and billing. During our conversation you requested a copy of the sales call. To receive these records, please mail your subpoena request to: Mail: DISH Network LLC Attn: Subpoena Request [redacted] We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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]
January 26, 2018 Mr. [redacted] *. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You stated that you entered into a new two-year agreement that included a two-year price guarantee. However, you received a bill that indicated that your price will increase. You also mention that you are paying for the CW, but you have not received it in months. When I spoke with you by telephone today, I apologized for this oversight and advised you to log into your online account and accept the new agreement. I applied a one-time courtesy credit for the confusion. Your local channels are broadcast from Macon, Georgia and they are priced at $12.00 (formerly $10.00) per month. They include ABC, NBC, CBS and Fox. We do not show that the CW is provided in your area. You may view CW programming via their streaming application. 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 Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the promotion that your service was established with, and the date of activation. Further review of your account shows that it was activated on December 2, 2015, not February 2, 2015. I apologize for the typographical error. As previously advised, your service was activated with our Flex 24 promotion. Enclosed is a copy of your 24-month agreement. We also show that an email was sent to you at [redacted] on December 1, 2015, disclosing the terms and conditions of your promotion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
December 29, 2015 [redacted] Grove City, OH [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 20, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You indicated that you have not received a box or shipping label as promised to return the leased equipment before the disconnection of your service on December 30, 2015. Please be advised that boxes for the return of the leased equipment are automatically shipped by our system once service is canceled. However, a UPS shipping label was sent via email to [redacted].COM on December 17, 2015, as you requested. I regret that you did not receive it. Our records show that your service was disconnected on December 21, 2015. A box and shipping label were shipped with a scheduled delivery date of December 24, 2015, through UPS. We also show that UPS has scheduled a box to be delivered today. When I spoke with you by phone today, you indicated that you still have not received a label or box. I submitted a request to provide a shipping label via email. You agreed to contact me if you do not receive the email so that I can provide our return address. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
November 10, 2016 Dear Ms. [redacted]: On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com. You expressed concern that you were not receiving Cartoon Network West. You said DISH Network advertised...
that it was included in the Flex Pack. When we spoke, I requested a copy of the advertisement to which you referred, as all DISH Network advertisements state that Cartoon Network West is only available in the Kid’s Pack. When you forwarded me the advertisement, I found that it came from an independent retailer, Infinity Sales. We have contacted Infinity Sales and they have corrected their advertisements to reflect the accurate channels for the Flex Pack. We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this issue to our attention. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Tell us why here.March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed further concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. As previously advised, your TV and internet services each required a 24-month commitment. I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service remained valid because the technical issues reported were weather-related. As a result, an early termination fee of $340.00 was applied to your account on February 25, 2016. We are unable to honor your request to waive this fee. You also maintain that your roof was damaged by one of the dish installations. Please be advised that you will need to file a damage claim so DISH Network may research this concern. You may open a claim by contacting our Office of the President at [redacted] If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]..
Initial Business Response /* (1000, 4, 2015/04/23) */
April 22, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 20, 2015, we received your correspondence, dated April 17, 2015, filed...
with the Revdex.com.
You stated that you had DISH Network service installed in your home on May 12, 2014. You experienced unresolved signal loss that led to you disconnecting the service on May 19, 2014. You were charged an early termination fee. You requested that this fee be waived and removed from collections.
When we spoke today, you indicated that your complaint was being handled by the Revdex.com and you terminated the call.
To address your concerns, I waived your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 14, 2016 Dear Mr. [redacted]: On December 7, 2016, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You indicated that you agreed to a guaranteed rate of $61.64 but it was increased to $66.44. You were told it...
was because of the area you are in. I unsuccessfully attempted to contact you at ###-###-#### on December 8, 9 and 14, 2016, and I left three messages. A review of this account reveals that you did not have the local channels active and when the local channels were added to your account, the price was increased by $5.00. Since the price you were quoted included the local channels, we applied a $5.00 monthly credit to your account for the remaining months of your 24-month agreement. Please note that you will receive an additional $5.00 monthly credit for the next ten months. Although the credit is labeled “$5.00 of 24”, this is a typographical error. This credit will only be available through the first 12 months of your agreement. I apologize for the confusion. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/01) */
August 25, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 18,...
2015, filed with the Revdex.com.
You indicated that DISH Network declined your request to install service at your new location and you were referred to a local retailer. You requested a credit for the services that you have not received.
Our records reveal that you were referred to a retailer because you are in a recreational vehicle.
When I spoke with you by phone on August 19, 2015, I advised you that an appointment was already scheduled to install service at your new residence. The installation was completed on August 21, 2015.
I applied a credit of $188.70 to your account for the time without service. I also waived the installation fee of $100.00.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at (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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/11/02) */
Received duplicate complaint 11/01/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Jumped my price without me knowing. DVR not working. Rep refused to cancel
I have previously had issues already. Last payment my fiance told me the bill was really high for some reason. I assumed that the credit had not been applied from before. But, apparently, my service charge jumped from around 50 dollars a month to over $100. No notice, no recollection of them ever saying that it would jump. Apparently for movie channels I don't even use. On top of it, the last few weeks the DVR isn't recording my few shows that I do watch. I emailed a week ago and never had a response. Fed ip, I called yesterday and asked why my bill is so high and they told me after three months the price jumps. Good to know, AFTER you start charging me. I told them I want to cancel THREE times and the rep just keeps going on and on about the discounts they can give me now and how they can drop the price. Three times! And then the call was disconnected. I really hate using Revdex.com, and this is the only company I ever have. This has just been a never ending issue and exhausting. It is not worth the handful of TV shows I actually watch. I am upset bc all of these issues, one after the other and I just want to be done. I don't care if I have to drive to drop of the equipment. I can't deal with this anymore.
Refund the additional charges - I have no problem paying the fees that I have been - and cancel the service.
$200.00
Final Business Response /* (4000, 13, 2015/11/09) */
November 6, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the Revdex.com.
You maintain that you canceled your service because your monthly rate was increased without notification and your DVR receiver was not working.
Your service was activated on April 15, 2015, with a 24-month commitment. Your promotion included a monthly $45.00 credit for the first 12 months. You also received four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack (formerly Blockbuster @Home) free for three months.
A review of the sales call recording found that you were told about the free movie channels and that the current price for these channels ($57.00 at that time) would apply after three months unless you notified us to remove them. We also show that a sales confirmation email was sent to you at [redacted]@HOTMAIL.COM on April 10, 2015, detailing the promotional terms and offers.
Your monthly rate was increased to $108.99 plus tax after three months because the movie channels were not removed. While we offered to remove them from your account, you declined and opted to cancel your service on October 31, 2015. At that time, your account was left with an unpaid service balance of $119.21. You were also charged an early termination fee of $360.00 for not fulfilling your term commitment.
Our records do not show that you notified us about the issues with your DVR receiver.
When I spoke with you by phone on November 5, 2015, I advised you that I made an exception and reversed the charges, 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
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I called [redacted] with Dish on 2/5/2016 and requested that Dish terminate my service as they agreed to, sometime during the week of 2/8/2016.
Sincerely,
[redacted]
Tell us why here...July 19, 2016 Ms. [redacted] Re: Revdex.com Complaint #...
[redacted] [redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 13, 18 and 19, 2016, and I left three messages. I also received messages from you and from Mr. [redacted]. You maintain that you were not notified when DISH Pause expired and you began to be billed. Per our disclosures, your service will automatically be restarted once DISH Pause expires. As an exception, I removed the balance on this account. Please return the receiver and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[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 just want to say thank you! I have been and will continue to look for another provider simply because I do not like to be given a promise and for it to not be followed through. I understand and have been told about the promotions ending and the dates... What you guys fail to understand it that I was told that AFTER all those promotions fell off that my bill would stay around $55.00 a month. This was not the case and I did reinstate my account do to the early termination fee. So that being said thank you for removing that.
Sincerely,
[redacted]
December 7, 2016 Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network TV and dishNET internet services. You indicated that you were...
misquoted your monthly price and you were misinformed about your internet speed. Additionally, you experienced a delay in the service installation. You requested that your early termination fee be waived so you can disconnect your service without penalty. I reviewed your recorded sales call. The final price that you were quoted was $118.00. Your first bill includes a wireless network setup fee and the second bill reflects the addition of the News Pack. The internet speed was quoted as 10/50 GB--not 50/50 GB. The original appointment time was lost when your call disconnected before the order was completed. When we spoke on December 5, 2016, I agreed to waive your early termination fee because your signature was not captured electronically on your contract. You accepted this resolution and your account was disconnected. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: Dish failed to address the original complaint. Gift card was to be issued 6 to 8 weeks from the date of installation September 21st. No gift card received as of today going on 12 weeks. Case to be open till receipt and final determining of the company business sales practice in regards to this issue
Sincerely,
[redacted]
January 25, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 19, 2018, we received your complaint, dated January 18, 2018, filed with the Revdex.com. You indicated that you have not received the remote that you ordered. You requested that the remote be provided, and an account credit for being unable to watch TV without a remote. As indicated in our email correspondence, our records confirm that a payment of $27.44 was received on January 10, 2018. However, we do not show that an order for a new remote was placed. As a result, you were not charged for a remote. A refund of $27.44 was applied to your credit card account on January 22, 2018. I requested that a remote be shipped to your home at no cost. Please allow up to five business days for delivery. As a courtesy, I applied a credit of $21.65 to your account for the time without service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: 1. Dish Network wants to lock in customer for 2 years and talks about locking down price and after customer agrees for 2 year contract then conveniently increase price in the 2nd year. 2. As far as protection plan goes. I never asked for it. Dish network leaves on customer to call back in 6 months and cancel. Who remembers it? I still want refund. I want to know how many customers call back and cancel the plan. Please share data. I am sure, I am not alone. BTW I encourage Dish Network to train customer service rep. better so that they know how to talk with customer. Yelling on call is not an option. Please provide me your manager's contact info. I would like to speak with him/her. I have been using Dish Network for years (you can check) and it is unfortunate that Dish doesn't care. Thanks
Sincerely,
[redacted]