September 30, 2016 Dear Mr. Roser: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you...
were advised that you would not be charged DVR fees and you disputed the capabilities of the Hopper receiver. When we spoke, I advised you that as you initiated your account through an independent retailer, I requested to have your sales call reviewed. It was found that you were advised of the $12.00 DVR fee and, as such, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: they did not change the due date. The entire complaint was based upon the fact that DISH network refuses to expedite the change in due date since I have been trying since October 15, 2015 to have it done. Told [redacted] they should have a follow up que for their customer service agents to quickly resolve requests so this does not happen to another customer. Also [redacted] said she would call me back the next day and never did. very poor customer service. disappointed in DISH Network.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], waitting for a response from DISH to resolve this complaint is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
October 20, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 15, 2015, we received your complaint, dated October 14, 2015, filed with...
the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you moved and you are unable to obtain internet service.
Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitment. Please be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider.
When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitment. As you requested, I disconnected your service.
You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permission. Our records reveal that a damage claim has been opened for this matter. You may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim.
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 Business Response /* (1000, 5, 2015/08/11) */
August 7, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed...
with the Revdex.com.
You stated that you contacted DISH Network to place your account on DISH Pause due to financial hardship. You continued to be billed for service and the account was then disconnected. You requested that your account be restored and placed on DISH Pause as you originally requested.
When we spoke on August 6, 2015, you indicated that you had returned the leased equipment. We elected to leave the account disconnected. I offered to resolve the account balance and agreed to work with you when you were ready to restart your service. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 16, 2016 [redacted] [redacted] Re: Revdex.com Complaint # 11858058 8255909900092526-3565647 Dear [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at [redacted] with the tracking information on the leased equipment return and we can discuss your account in more detail. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that DISH Network refused to send you a copy of your customer agreement.
When we spoke, I advised you that our records indicate that you agreed to a 24-month commitment and, as such, your early termination fee is valid.
Enclosed is a copy of your Digital Home Advantage agreement. Please note that we have no previous records of any requests for it to be sent.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign a 2 year agreement or any agreement or contract with the company. Even if so I stayed over 3 years with them as I stated in my complaint. The company refuses to show me the signed agreement they mention. I asked them repeatedly to see my signature in any agreement or contract but they do not respond because they do not have such signature.
Final Business Response /* (4000, 8, 2015/05/11) */
May 7, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 7, 2015, we received your rebuttal, dated May 5, 2015, filed with the Revdex.com.
You said that you did not sign an agreement with DISH Network and that we have not responded to your requests for a copy of your agreement.
A copy of your Digital Home Advantage customer agreement was enclosed in my last response. I have enclosed another copy in this response in case you did not receive my previous one.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 10, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign an agreement with DISH Network and I did not received any copy or respond of any kind from the DISH Network. if they have any sign agreement why they refuse to give it to me or send it to the Revdex.com office?
[redacted] Dear Ms. [redacted] On November 21, 2016, we received your complaint, dated November 19, 2016, filed with the Revdex.com. You expressed concern with our policy concerning changing the name on an account. You indicated that you are in possession of the equipment and you pay the bills. This account was established under the name of your ex-husband, Mr. [redacted], and because it is his information that is attached to this account with leased equipment, the name cannot be changed. I previously advised you that you would need to establish an account with your own information. To establish an account in your name would require credit qualification and it would enable you to qualify for new customer promotions. We regret that you do not agree with our policy. However, we show that you established your own account and the equipment was transferred to you. You enrolled in the 2-Year Price Guarantee promotion for the America’s Top 250 package (regularly $89.99) with a DVR (regularly $10.00) for $89.99 (plus tax) per month. I added the new customer promotion for three free months of premium movie channels ([redacted]). Please contact us when this offer expires to avoid being charged. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
July 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Better Business...
Bureau.
You asked that we remove the satellite dish that was installed on a property that you own.
When we spoke I informed you that we charge a $99.00 fee to remove the dish. You advised me that there has been damage done to your siding. I told you that I will forward this complaint to our Corporate Field Resolutions Team, which handles our damage claims. They will contact you within the next two business days to set up an assessment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with...
the Revdex.com.
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised the same programming that you had with Frontier. That was not the case and you requested that the service be disconnected and Frontier service be reinstalled.
When we spoke on May 12, 2015, I offered to waive your early termination fee. We agreed that you would review your programming and determine what changes were needed. When I spoke with Mrs. [redacted] today, she confirmed your current programming package was fine; however, she would like to retain Showtime, Encore and Starz. I offered to assist you in retaining these stations when your current promotional offer ended. She accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
August 10, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the...
Revdex.com.
You expressed concern with your monthly DISH Network charges. You maintain that you were told that you would get a new promotional monthly rate at the end of your first year of service.
Please be advised that as you are a current subscriber of DISH Network and have taken part in one of our new customer promotions in the past, we are unable to extend new promotions to you.
Your service was established on August 12, 2014, with a 24-month commitment. Your promotion included a $30.00 discount for the first 12 months. A $5.00 monthly credit was applied to your account for six months on January 27, 2015, to offset the price increase that we experienced for the America's Top 200 package. Since these credits will end on August 12, 2015, the billing statement that generated on July 27, 2015, for service from August 12, 2015, through September 11, 2015, reflected the regular monthly rate of $93.99 plus tax.
Our records reveal that a total monthly credit of $35.00 was applied to your account for the next three months.
When I spoke with you by phone on August 7, 2015, I advised you that I made an exception and extended the $35.00 monthly credit through the end of your term commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 20, 22 and 25, 2016, and there was not option to leave a message. You maintain that you were not aware that when you moved you entered into a new 24-month agreement and the technician did not provide you with this information. Our records reveal that when your DISH Network system was installed at your new residence, we emailed you a copy of the DISH n’ It Up 24-month agreement to [redacted]@gmail.com. Please note that the technician does not discuss the agreement: our sales representatives are required to disclose all terms and conditions. However, I was unable to locate your sales call recording and as an exception, I waived the 24-month commitment. 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 through Friday 7:00 am to 3:30 pm MDT [redacted]
October 3, 2016 Dear Mr. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said you...
experienced technical issues. When we spoke, I advised you that although you did not provide DISH Network with any opportunity to resolve your issue and while you received all the benefits of our 24-month commitment, you did not sign your customer agreement. As such, I waived the early termination fee associated with 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 11, 2015/07/08) */
July 1, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with...
the Revdex.com.
You stated that you experienced equipment issues with your DISH Network service when it was installed in July 2014. This led you to disconnect the service. You disputed the $479.55 balance owed on your disconnected account.
In our June 29, 2015, email correspondence, you indicated that DISH Network collected funds from your account without authorization. You declined to provide support of these payments. I confirmed that your account was disconnected on April 28, 2015. I agreed to waive your $300.00 early termination fee, as a courtesy. However, I explained that I was unable to provide the refund that you requested, as you have an outstanding balance of $158.55.
You were displeased that your request was not met. You requested no further contact on the matter, and to be placed on our Do Not Contact list.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't owe anything and they still have not refunded the $90.07 that was taken out of my account.
The $90.07 was not reimbursed back to my bank account.
I never had any service at all.
I had called the company and got hung up on or got snotty remarks from the companies employees.
This company should b shut down due to the fact that their equipment don't work, heats up and doesn't work and for the rude behavior of the employees.
I have called the company so many times to send the equipment back and I waited three months to get the boxes.
U need to treat your customers better and train your employees to have better manners.
If I had gotten a complaint from a customer I wouldn't be so quick to respond. I would do a full and thorough investigation and refund the money they wanted.
A happy customer is a repeat customer.
Plus you have a snotty attitude also Ms. [redacted]
I dont appreciate the way you emailed me and the things you said.
Like I said I don't owe anything since my service hasn't been connected since the 1st month we had this service.
If I had to do a survey on the company they would get all 0 (definitely not a good company) 0 (definitely would not recommend this company to anyone) 0 (service did not meet the requirements for an enjoyable experience)
Overall 100% two thumbs down for this company.
:-(
Final Consumer Response /* (3000, 27, 2015/08/13) */
[redacted]Document Attached[redacted]
This is a letter that dish network sent to my bank about the $90.07
The letter says:
To whom it may concern:
Thank you for contacting Dish network and allowing us to assist in resolving this issue. The disputed payment was applied to the customer's account for services rendered and has been deemed valid. We look forward to this case being resolved in Dish network's favor with the chargeback being reversed and the original payment upheld.
Sincerely,
Dish network chargeback team
Customer management operations.
My bank sent me this letter.
Dish network did not send me anything stating they sent this letter to my bank.
The equipment didn't work at that time.
So I want my $90.07 that I disputed but didn't get.
Why should I pay for faulty equipment and for not being able to watch tv?
Final Business Response /* (4000, 30, 2015/08/25) */
August 20, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 13, 2015, we received your correspondence, dated August 19, 2015, filed with the Revdex.com.
You continue to request that DISH Network provide you a $90.07 refund for your declined credit card account dispute. You are claiming service issues.
As previously explained in my July 22, 2015, response, (enclosed for your review) you are not owed a refund of $90.07; the dispute denial is valid. Your claim of service issues was unreported and, therefore, unsubstantiated. No further funds are due. Your balance owed is $158.55. This matter has been fully addressed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the increased monthly price. You requested a discounted billing rate and asked that the premium channels be added to your programming at no cost. You also provided feedback regarding your customer service experience. You currently subscribe to the Latino Max package, DVR service and the Protection Plan. With the receiver fee, your monthly billing rate before tax is $98.99. When we spoke today, I advised you that we previously made an exception and applied $40.00 monthly credit to your account from November 2014 through February 2016. When the credits ended on February 14, 2016, the regular price was applied. I informed you that I reviewed your recorded calls that took place on March 17, 2016. I found that our agents addressed your concerns in a professional manner. While we appreciate your business, we cannot continue to discount the programming price. To reduce your bill, you may downgrade your programming package at any time. Your service is paid through March 28, 2016. As a courtesy, I added the HBO, Cinemax and Starz channels to your account free for three months. When the free trial period ends, the regular price will apply. 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]
March 7, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You said that you only wanted internet service, but you were required to establish TV service. You also maintain that you contacted us numerous times to cancel the service. Your DISH Network service was activated on February 17, 2018, with a 24-month commitment through Infinity Sales Group, an independent company. Please be advised that the term commitment applies for our service and does not include internet and/or phone services. A review of the sales call found that both TV and internet service were requested and accepted by you. Our records show that the calls we received from you regarding this matter were after your TV service was installed. As DISH Network does not offer a trial period for our service, an early termination fee would have applied. Your service was disconnected on February 27, 2018. Since your term commitment was not fulfilled, you were charged an early termination fee of $480.00. When I spoke with you by phone on February 28, 2018, I advised you that I made an exception and reversed the fee from your account. 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]
[redacted] Dear Ms. [redacted]: On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] on February 19, 23 and 26, 2018, and I left three messages. I also sent an email to [redacted] with a request to contact me, and I received an email from you. You maintain that you did not receive the channels you requested and that you did not get any kids’ channels. You indicated that you were charged an additional $6.00 to get some of the channels you requested. In addition, you expressed concern that a table was damaged during the installation and no one has followed up with you. You also mentioned that you want the satellite dish removed. A review of the sales call reveals that you mentioned the ID channel, Bravo, and TLC, and the sales agent offered the Flex Pack with the Variety Pack as an add-on package for an additional $6.00 per month, for a total monthly cost of $65.99. You asked if you would be losing anything and she told you that the Flex Pack included the channels you mentioned. She read the channels to you and you agreed to it. There were no kids’ channels mentioned. With regard to the damage claim that you filed, we show that Mr. B[redacted] from the Corporate Field Resolutions Department spoke with you on February 22, 2018. He requested pictures of the damaged table. You may contact him directly at 1-866-946-5710. Once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned; we do not uninstall it for free. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer. You initiated your account under the Digital Home Advantage 24-month agreement (copy enclosed), which included a 24-month agreement. Since you did not fulfill the commitment, you were charged a $480.00 early termination fee. We did not find any misinformation and the early termination fee remains valid. However, as an exception, I reduced it to $200.00. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), the remaining balance due on your account is $306.90. 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 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On May 25, 2016, we received your complaint, dated May 21, 2016, filed with the Revdex.com. You maintain that DISH Network did not provide you with service. You also said that a technician cut down a tree without your authorization. Please refer to your customer agreement which provides for weather-related outages, as they are out of DISH Network control. Additionally, our records indicate that our technician was authorized by Ms. Sarah Harp, the account holder, to clear obstructions to your dish. Enclosed is a copy of the signed Service Agreement. Please note that Ms. Harp agreed that she had the authority to authorize the work done under the Service Agreement. As our technician was authorized by Ms. Harp to clear any obstructions from the dish in order to provide a stronger signal to the dish and as she agreed to the terms of our customer agreement, we are unable to waive the early termination fee applied to the account. 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]
December 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 21, 2016, we received your complaint, dated December 20, 2016, filed with the Revdex.com. You stated that you experienced problems with your DISH Network service since installation. These issues were not resolved and led you to disconnect the service prior to completing your contractual commitment. You were assured that your early termination fee would be waived, but you have been billed for it. You requested that the fee be waived as promised. Additionally, you requested a refund for the monthly service charges and you would like the satellite dish and cables removed. When we spoke today, I advised you that I resolved your account balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. I informed you that we will be unable to refund you for service at this point; however, I did offer you a free technician visit to remove the satellite dish and cables. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 30, 2016 Dear Mr. Roser: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you...
were advised that you would not be charged DVR fees and you disputed the capabilities of the Hopper receiver. When we spoke, I advised you that as you initiated your account through an independent retailer, I requested to have your sales call reviewed. It was found that you were advised of the $12.00 DVR fee and, as such, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: they did not change the due date. The entire complaint was based upon the fact that DISH network refuses to expedite the change in due date since I have been trying since October 15, 2015 to have it done. Told [redacted] they should have a follow up que for their customer service agents to quickly resolve requests so this does not happen to another customer. Also [redacted] said she would call me back the next day and never did. very poor customer service. disappointed in DISH Network.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], waitting for a response from DISH to resolve this complaint is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
October 20, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 15, 2015, we received your complaint, dated October 14, 2015, filed with...
the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you moved and you are unable to obtain internet service.
Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitment. Please be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider.
When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitment. As you requested, I disconnected your service.
You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permission. Our records reveal that a damage claim has been opened for this matter. You may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim.
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 Business Response /* (1000, 5, 2015/08/11) */
August 7, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed...
with the Revdex.com.
You stated that you contacted DISH Network to place your account on DISH Pause due to financial hardship. You continued to be billed for service and the account was then disconnected. You requested that your account be restored and placed on DISH Pause as you originally requested.
When we spoke on August 6, 2015, you indicated that you had returned the leased equipment. We elected to leave the account disconnected. I offered to resolve the account balance and agreed to work with you when you were ready to restart your service. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 16, 2016 [redacted] [redacted] Re: Revdex.com Complaint # 11858058 8255909900092526-3565647 Dear [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at [redacted] with the tracking information on the leased equipment return and we can discuss your account in more detail. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that DISH Network refused to send you a copy of your customer agreement.
When we spoke, I advised you that our records indicate that you agreed to a 24-month commitment and, as such, your early termination fee is valid.
Enclosed is a copy of your Digital Home Advantage agreement. Please note that we have no previous records of any requests for it to be sent.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign a 2 year agreement or any agreement or contract with the company. Even if so I stayed over 3 years with them as I stated in my complaint. The company refuses to show me the signed agreement they mention. I asked them repeatedly to see my signature in any agreement or contract but they do not respond because they do not have such signature.
Final Business Response /* (4000, 8, 2015/05/11) */
May 7, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 7, 2015, we received your rebuttal, dated May 5, 2015, filed with the Revdex.com.
You said that you did not sign an agreement with DISH Network and that we have not responded to your requests for a copy of your agreement.
A copy of your Digital Home Advantage customer agreement was enclosed in my last response. I have enclosed another copy in this response in case you did not receive my previous one.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 10, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign an agreement with DISH Network and I did not received any copy or respond of any kind from the DISH Network. if they have any sign agreement why they refuse to give it to me or send it to the Revdex.com office?
November 23, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted] On November 21, 2016, we received your complaint, dated November 19, 2016, filed with the Revdex.com. You expressed concern with our policy concerning changing the name on an account. You indicated that you are in possession of the equipment and you pay the bills. This account was established under the name of your ex-husband, Mr. [redacted], and because it is his information that is attached to this account with leased equipment, the name cannot be changed. I previously advised you that you would need to establish an account with your own information. To establish an account in your name would require credit qualification and it would enable you to qualify for new customer promotions. We regret that you do not agree with our policy. However, we show that you established your own account and the equipment was transferred to you. You enrolled in the 2-Year Price Guarantee promotion for the America’s Top 250 package (regularly $89.99) with a DVR (regularly $10.00) for $89.99 (plus tax) per month. I added the new customer promotion for three free months of premium movie channels ([redacted]). Please contact us when this offer expires to avoid being charged. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
July 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Better Business...
Bureau.
You asked that we remove the satellite dish that was installed on a property that you own.
When we spoke I informed you that we charge a $99.00 fee to remove the dish. You advised me that there has been damage done to your siding. I told you that I will forward this complaint to our Corporate Field Resolutions Team, which handles our damage claims. They will contact you within the next two business days to set up an assessment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with...
the Revdex.com.
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised the same programming that you had with Frontier. That was not the case and you requested that the service be disconnected and Frontier service be reinstalled.
When we spoke on May 12, 2015, I offered to waive your early termination fee. We agreed that you would review your programming and determine what changes were needed. When I spoke with Mrs. [redacted] today, she confirmed your current programming package was fine; however, she would like to retain Showtime, Encore and Starz. I offered to assist you in retaining these stations when your current promotional offer ended. She accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
August 10, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the...
Revdex.com.
You expressed concern with your monthly DISH Network charges. You maintain that you were told that you would get a new promotional monthly rate at the end of your first year of service.
Please be advised that as you are a current subscriber of DISH Network and have taken part in one of our new customer promotions in the past, we are unable to extend new promotions to you.
Your service was established on August 12, 2014, with a 24-month commitment. Your promotion included a $30.00 discount for the first 12 months. A $5.00 monthly credit was applied to your account for six months on January 27, 2015, to offset the price increase that we experienced for the America's Top 200 package. Since these credits will end on August 12, 2015, the billing statement that generated on July 27, 2015, for service from August 12, 2015, through September 11, 2015, reflected the regular monthly rate of $93.99 plus tax.
Our records reveal that a total monthly credit of $35.00 was applied to your account for the next three months.
When I spoke with you by phone on August 7, 2015, I advised you that I made an exception and extended the $35.00 monthly credit through the end of your term commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 20, 22 and 25, 2016, and there was not option to leave a message. You maintain that you were not aware that when you moved you entered into a new 24-month agreement and the technician did not provide you with this information. Our records reveal that when your DISH Network system was installed at your new residence, we emailed you a copy of the DISH n’ It Up 24-month agreement to [redacted]@gmail.com. Please note that the technician does not discuss the agreement: our sales representatives are required to disclose all terms and conditions. However, I was unable to locate your sales call recording and as an exception, I waived the 24-month commitment. 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 through Friday 7:00 am to 3:30 pm MDT [redacted]
October 3, 2016 Dear Mr. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said you...
experienced technical issues. When we spoke, I advised you that although you did not provide DISH Network with any opportunity to resolve your issue and while you received all the benefits of our 24-month commitment, you did not sign your customer agreement. As such, I waived the early termination fee associated with 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 11, 2015/07/08) */
July 1, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with...
the Revdex.com.
You stated that you experienced equipment issues with your DISH Network service when it was installed in July 2014. This led you to disconnect the service. You disputed the $479.55 balance owed on your disconnected account.
In our June 29, 2015, email correspondence, you indicated that DISH Network collected funds from your account without authorization. You declined to provide support of these payments. I confirmed that your account was disconnected on April 28, 2015. I agreed to waive your $300.00 early termination fee, as a courtesy. However, I explained that I was unable to provide the refund that you requested, as you have an outstanding balance of $158.55.
You were displeased that your request was not met. You requested no further contact on the matter, and to be placed on our Do Not Contact list.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't owe anything and they still have not refunded the $90.07 that was taken out of my account.
The $90.07 was not reimbursed back to my bank account.
I never had any service at all.
I had called the company and got hung up on or got snotty remarks from the companies employees.
This company should b shut down due to the fact that their equipment don't work, heats up and doesn't work and for the rude behavior of the employees.
I have called the company so many times to send the equipment back and I waited three months to get the boxes.
U need to treat your customers better and train your employees to have better manners.
If I had gotten a complaint from a customer I wouldn't be so quick to respond. I would do a full and thorough investigation and refund the money they wanted.
A happy customer is a repeat customer.
Plus you have a snotty attitude also Ms. [redacted]
I dont appreciate the way you emailed me and the things you said.
Like I said I don't owe anything since my service hasn't been connected since the 1st month we had this service.
If I had to do a survey on the company they would get all 0 (definitely not a good company) 0 (definitely would not recommend this company to anyone) 0 (service did not meet the requirements for an enjoyable experience)
Overall 100% two thumbs down for this company.
:-(
Final Consumer Response /* (3000, 27, 2015/08/13) */
[redacted]Document Attached[redacted]
This is a letter that dish network sent to my bank about the $90.07
The letter says:
To whom it may concern:
Thank you for contacting Dish network and allowing us to assist in resolving this issue. The disputed payment was applied to the customer's account for services rendered and has been deemed valid. We look forward to this case being resolved in Dish network's favor with the chargeback being reversed and the original payment upheld.
Sincerely,
Dish network chargeback team
Customer management operations.
My bank sent me this letter.
Dish network did not send me anything stating they sent this letter to my bank.
The equipment didn't work at that time.
So I want my $90.07 that I disputed but didn't get.
Why should I pay for faulty equipment and for not being able to watch tv?
Final Business Response /* (4000, 30, 2015/08/25) */
August 20, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 13, 2015, we received your correspondence, dated August 19, 2015, filed with the Revdex.com.
You continue to request that DISH Network provide you a $90.07 refund for your declined credit card account dispute. You are claiming service issues.
As previously explained in my July 22, 2015, response, (enclosed for your review) you are not owed a refund of $90.07; the dispute denial is valid. Your claim of service issues was unreported and, therefore, unsubstantiated. No further funds are due. Your balance owed is $158.55. This matter has been fully addressed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 24, 2016 Ms. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the increased monthly price. You requested a discounted billing rate and asked that the premium channels be added to your programming at no cost. You also provided feedback regarding your customer service experience. You currently subscribe to the Latino Max package, DVR service and the Protection Plan. With the receiver fee, your monthly billing rate before tax is $98.99. When we spoke today, I advised you that we previously made an exception and applied $40.00 monthly credit to your account from November 2014 through February 2016. When the credits ended on February 14, 2016, the regular price was applied. I informed you that I reviewed your recorded calls that took place on March 17, 2016. I found that our agents addressed your concerns in a professional manner. While we appreciate your business, we cannot continue to discount the programming price. To reduce your bill, you may downgrade your programming package at any time. Your service is paid through March 28, 2016. As a courtesy, I added the HBO, Cinemax and Starz channels to your account free for three months. When the free trial period ends, the regular price will apply. 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]
March 7, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You said that you only wanted internet service, but you were required to establish TV service. You also maintain that you contacted us numerous times to cancel the service. Your DISH Network service was activated on February 17, 2018, with a 24-month commitment through Infinity Sales Group, an independent company. Please be advised that the term commitment applies for our service and does not include internet and/or phone services. A review of the sales call found that both TV and internet service were requested and accepted by you. Our records show that the calls we received from you regarding this matter were after your TV service was installed. As DISH Network does not offer a trial period for our service, an early termination fee would have applied. Your service was disconnected on February 27, 2018. Since your term commitment was not fulfilled, you were charged an early termination fee of $480.00. When I spoke with you by phone on February 28, 2018, I advised you that I made an exception and reversed the fee from your account. 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]
February 26, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] on February 19, 23 and 26, 2018, and I left three messages. I also sent an email to [redacted] with a request to contact me, and I received an email from you. You maintain that you did not receive the channels you requested and that you did not get any kids’ channels. You indicated that you were charged an additional $6.00 to get some of the channels you requested. In addition, you expressed concern that a table was damaged during the installation and no one has followed up with you. You also mentioned that you want the satellite dish removed. A review of the sales call reveals that you mentioned the ID channel, Bravo, and TLC, and the sales agent offered the Flex Pack with the Variety Pack as an add-on package for an additional $6.00 per month, for a total monthly cost of $65.99. You asked if you would be losing anything and she told you that the Flex Pack included the channels you mentioned. She read the channels to you and you agreed to it. There were no kids’ channels mentioned. With regard to the damage claim that you filed, we show that Mr. B[redacted] from the Corporate Field Resolutions Department spoke with you on February 22, 2018. He requested pictures of the damaged table. You may contact him directly at 1-866-946-5710. Once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned; we do not uninstall it for free. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer. You initiated your account under the Digital Home Advantage 24-month agreement (copy enclosed), which included a 24-month agreement. Since you did not fulfill the commitment, you were charged a $480.00 early termination fee. We did not find any misinformation and the early termination fee remains valid. However, as an exception, I reduced it to $200.00. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), the remaining balance due on your account is $306.90. 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 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On May 25, 2016, we received your complaint, dated May 21, 2016, filed with the Revdex.com. You maintain that DISH Network did not provide you with service. You also said that a technician cut down a tree without your authorization. Please refer to your customer agreement which provides for weather-related outages, as they are out of DISH Network control. Additionally, our records indicate that our technician was authorized by Ms. Sarah Harp, the account holder, to clear obstructions to your dish. Enclosed is a copy of the signed Service Agreement. Please note that Ms. Harp agreed that she had the authority to authorize the work done under the Service Agreement. As our technician was authorized by Ms. Harp to clear any obstructions from the dish in order to provide a stronger signal to the dish and as she agreed to the terms of our customer agreement, we are unable to waive the early termination fee applied to the account. 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]
December 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 21, 2016, we received your complaint, dated December 20, 2016, filed with the Revdex.com. You stated that you experienced problems with your DISH Network service since installation. These issues were not resolved and led you to disconnect the service prior to completing your contractual commitment. You were assured that your early termination fee would be waived, but you have been billed for it. You requested that the fee be waived as promised. Additionally, you requested a refund for the monthly service charges and you would like the satellite dish and cables removed. When we spoke today, I advised you that I resolved your account balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. I informed you that we will be unable to refund you for service at this point; however, I did offer you a free technician visit to remove the satellite dish and cables. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]