Initial Business Response /* (1000, 5, 2015/11/10) */
November 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 10, 2015, we received your complaint, dated November 2,...
2015, filed with the Revdex.com.
You said that our technician was unable to get a signal for service at your new residence. You expressed concern over being charged an early termination fee.
When we spoke, I advised you that our contract does state that if you move, you are still bound by the agreement. However, I made an exception and I waived your early termination fee. I also told you that a refund of $269.02 will be provided within the next three business days.
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: The reply given to the Revdex.com included some specifics that were unknown. The intent of my complaint was to remedy a timely application of credits or even billing adjustments to our bill through our Frontier Bundle Service. The billing adjustments sometimes takes 2 or more billing periods that require us to pay the inflated fee.On March 1st you stated in your email correspondence to us:" Your billing information is accepted by Frontier on the 1st of every month."In your reply to Revdex.com you stated."Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month."Therefore we pay the inflated fee for the remainder of the month and an additional month due to the planned billing cycles not accommodating the client but clearly accommodating Dish Network. In light of the new information we would like to ask that any of our future account adjustments be sent immediately to Frontier for timely billing adjustments reflected from the day the discount is applied and agreed upon between us and the Dish Representative.
Tell us why here..March 21, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You asked for your monthly rate and you requested an apology. Your monthly rate for the next five billing cycles will remain $144.05, barring any changes to programming you may make. We sincerely apologize for any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted].
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 29, 30 and 31, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said that you moved and your landlord will not allow anything to be attached to the property. You expressed concern regarding the fee to move your system and the fee you will be charged for closing your account before your commitment has been fulfilled. You asked that we waive your early termination fee. Our records reflect that when you spoke with our customer service agent on March 23, 2016, they offered to waive the $100.00 fee to move your service. In addition, we offer a non-penetration mount for customers who don’t want any holes drilled into the property. However, if you close your account before your commitment has been fulfilled, you will be charged an early termination fee. Enclosed is a copy of your contract which states you are still bound by the agreement if you change your residence. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 14, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the...
Revdex.com.
You stated that you experienced unresolved signal interruption with your DISH Network service. This led you to disconnect your service. You were assured that you would not have an early termination fee and that the $53.24 balance you paid on May 4, 2015, paid your account in full. You have since been billed for additional services. You would like this cleared and your early termination fee waived as promised.
When we spoke today, I explained the billing and confirmed that your early termination fee was waived. As a courtesy, for the service issues you experienced and incorrect information you were provided, I agreed to resolve the remaining balance of $58.64. You accepted this resolution.
It has been a privilege to have you as a customer and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/11/13) */
November 12, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that when you purchased your DISH Network service from Linx Satellite, an independent retail service provider, you were promised your promotional price and the premium channels for the 24-month term of your contract. Additionally, you were assured that you could disconnect your service without penalty within 30 days of the purchase date. You are dissatisfied with the service and contacted DISH Network to disconnect your account. You were informed that you would be charged an early termination fee. You requested that your account be disconnected without penalty as you were previously assured.
When we spoke today, I explained that our attempts to confirm your claims with Linx have been unsuccessful. As a courtesy, I agreed to waive your early termination fee and disconnect your account. You 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 Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a letter from the DISH representative stating that they will honor the commitment made by the sales rep. If anything else negative will rise out of this I will update the complaint, meanwhile I am awaiting the return box for the equipment and the final bill without early termination fees and etc.
Thank you for your help.
November 11, 2016 Dear Mr. [redacted]: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on November 7, 8 and 11, 2016. I left three voice messages. While you...
returned my call, we were unable to speak directly. You maintain that at the time of sale you requested to view the Pittsburg Penguins, NHL game, and you asked if there was an additional subscription package required for these games. I reviewed your sales chat from June 1, 2016. I found that our agent advised you that the NHL Center Ice package is separate from the monthly subscription package and that you could call customer service to add the package to your account. While the price of that NHL Center Ice package was not discussed, there was no implication that the NHL package was included with the monthly subscription. During the sale, the agent explained that the regional sports channels (Root Sports Pittsburg and Sports Time Ohio) are included with your subscription to the America’s Top 200 package, along with the NBC Sports Network and NHL Network channels. While you subscribe to these channels, please note that sporting events are subject to blackouts. You may add the NHL Center Ice package at the one-time fee of $139.96 or pay for the package over four installments of $34.99. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
August 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You requested a refund of $177.86. Our records reveal that a refund of $177.86 was issued on August 2, 2016. When I spoke with you by telephone today, you confirmed that you received it. 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
Dear Mr. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. You continue to imply that we charge an extra $10.00 fee for not being enrolled in our Credit Card AutoPay (CCA) option. As previously advised, all charges are billed at the regular rate. We provide a $10.00 monthly credit when our customers enroll in CCA. This is a discount off the regular price. If you choose not to enroll in CCA, you will only be billed the regular rate--not an extra 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /[redacted]/
May 13, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the Better...
Business Bureau.
You expressed concern with the balance of $243.96 on your account. You maintain that your sister called on your behalf to disconnect the service but it was paused instead.
Our records reveal that your service was placed on DISH Pause on August 21, 2012, for six months. DISH Pause was removed on February 22, 2013, because the allowed time frame was exceeded and your regular service charges were reinstated. Your service was disconnected for non-payment on May 19, 2013.
When I spoke with you by phone today, I advised you that I made an exception and removed the balance from your account, leaving it at zero.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee **.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /[redacted]/
Please see pdf.
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You stated that when you agreed to upgrade your equipment with a 24-month commitment, you were assured that additional discounts would be provided once your initial discounts ended in February 2017 (after the first year). You also mentioned that the cost of your local channels increased and your local [redacted] station was removed. Our records show that you were enrolled in a 24-month commitment when your equipment was upgraded on March 3, 2016, through our DISH’n It Up promotion. A review of the customer service call from February 28, 2016, found that your wife contacted us regarding the equipment upgrade. Our representative offered a monthly courtesy credit of $20.00 for 12 months. Although your wife asked if she could call back after a year for additional discounts, our representative told her that she cannot guaranteed anything in the future. Your monthly rate following the equipment upgrade was $94.99 plus tax. This included the $20.00 monthly credit applied on February 28, 2016, and the $5.00 bundle discount. Please be advised that your monthly rate was $25.00 lower for two months because you were still receiving a monthly $25.00 courtesy credit from a previous offer, which ended on May 14, 2016. An additional monthly courtesy credit of $5.00 was applied to your account for six months on April 20, 2016, and a monthly $20.00 courtesy credit was applied on May 24, 2016, for 12 months. These additional monthly credits made your monthly rate $69.99 plus tax. Due to the expiration of the $5.00 monthly credit on October 20, 2016, you began to be billed $74.99 plus tax. We, like all other pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 17, 2017, we experienced a $5.00 increase to our programming packages. Additionally, DISH Network separated the charge for your local channels to show you the impact of the rising charges demanded by your local channel owners. The price increase along with the expiration of the monthly $20.00 credit on February 28, 2017, made your monthly rate $99.99 plus tax. Once the second $20.00 monthly credit ends on May 24, 2017, you will be billed the regular monthly rate of $119.99 plus tax (which includes the $5.00 monthly bundle discount). When I spoke with your wife by phone on March 7, 2017, I advised her that your monthly charges are correct for the services that you subscribe to. As a result, we are unable to provide you with any additional discounts. I did, however, waive your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. Although your wife requested a copy of the reviewed phone call, I explained that in order to receive this we require a subpoena to be provided to DISH Network LLC via fax to [redacted]. It can also be mailed to: DISH Network [redacted]
[redacted]
[redacted] DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Unfortunately, we were unable to reach an agreement with your local [redacted] provider. As a result, this channel was removed on March 2, 2017. While we continue to negotiate to restore the channel, we do not have an estimated time on when an agreement may be reached. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
November 9, 2017 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. You expressed concern about how your damage claim was being handled, and you requested to be contacted. When we spoke, I informed you that I contacted our Corporate Field Resolutions (CFR) team and requested they contact you. Your case manager advised me she was attempting to reach you and the local office responsible for investigating your claim. Please continue working with CFR to resolve your claim. We sincerely regret how your issue was handled, and we hope we can bring it to a timely resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 16, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On February 15, 2017, we received your rebuttal, dated February 8, 2017, filed with the Revdex.com. You asked that we send a technician to your home to retrieve your leased equipment. We can meet your request; however, there is a $95.00 charge that must be paid upfront in order for us to do this. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
February 7, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 6, 2017, we received your rebuttal, dated February 2, 2017, filed with the Revdex.com. You maintain that you were not aware you were receiving monthly credits that would end. You also expressed concern about the level of customer service you received. You said that you will not pay your DISH Network balance. Please refer to my previous response wherein I explained that you were made aware that the monthly courtesy credits you were receiving would end. In addition, this was reflected on your monthly DISH Network bill. Please note that a review of your calls revealed that you requested wireless Joeys during your equipment upgrade because you did not wish to have wires running through your house. Additionally, your initial equipment upgrade was on November 6, 2015. The technician to which you refer was not dispatched to fix the installation, but to troubleshoot a Joey in your outbuilding, which was not present during the initial installation. The majority of calls we received from you were requests for adjustments to your bill, and not about technical issues. As you received the benefit of, and agreed to the terms of, your equipment upgrade and associated 24-month commitment, and as you received the service for which DISH Network billed you, we are unable to waive or adjust your current balance of $332.78. It was not my intention to add to your frustration--only to respond to your initial complaint with what our records show. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. We attempts to contact you at ###-###-#### on January 25, 2016, and February 2 and 4, 2016, were unsuccessful, but we left three messages. You indicated that you...
filed a damage claim for your roof, but no one showed up for the scheduled appointment to assess the damage. I contacted our Corporate Field Resolutions (CFR) Department and another assessment was scheduled for January 30, 2016. Please contact Mr. [redacted] at ###-###-####, ext. 47365, to confirm if the assessment was completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 10, 2015/09/21) */
September 16, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015, filed...
with the Revdex.com.
You said that you were charged for service that you declined. You also indicated that you were offered a refund that you did not receive.
When we spoke, I explained that your $448.91 refund is being processed; however, because the charge was an electronic check, we must ensure that the payment has cleared so that we have the funds to return to you. We appreciate your patience.
A review of our records indicate that you requested three TV mounts from your technician but later decided to keep only one, as you did not own TVs for the other two mounts. Unfortunately, as the technician was a subcontractor he was not able to take the mounts with him after the order had been processed.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give a reason why he would not take the brackets with him or void at that time. They said he was written up for his conduct. The money has not been replaced. No apology given. They stated they would provide in writing the actions they'd take.provide to Revdex.com and to me. they did not.
Final Business Response /* (4000, 14, 2015/10/02) */
September 29, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 28, 2015, we received your rebuttal, dated September 25, 2015, filed with the Revdex.com.
You said that I did not advise you why the brackets could not be retrieved by the technician and that you had not received a written response.
Please note that the response to which you rebutted, posted September 21, 2015, was my written response.
As I advised you when we spoke, the technician was a subcontracted technician. As such, once your order was placed and delivered, he was not able to take the equipment with him as it belonged to you. Please note that I never advised you that the technician received any punitive actionjust that your concerns were reported to the appropriate department.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/10/13) */
October 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 1, 2015, we received your complaint, dated September 30, 2015, filed with the...
Revdex.com.
You stated that you have a message appearing on your TV screen that indicates that you owe money for your DISH Network bill. Your bill is current and you have contacted DISH Network to remove the message. You are displeased that you are required to press OK on your remote to remove this message. You feel that the message is harassment and it should be removed by DISH Network. You requested free service for a year and an apology.
When we spoke today, you confirmed that you had removed the message. My attempt to explain the reason for the notice was unsuccessful. The notice is automatically generated and cannot be blocked. Although, your account is now current, the message was sent when the account was in non-pay disconnect situation that has since been addressed and resolved. Unfortunately, the only way to remove the message is to follow the instructions that you were given.
We apologize for any inconvenience that you experienced. We are unable to meet your request for a free year of service.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that it was pure harassment by Dish and everything was settled before the note on the screen arrived. I still feel that if Dish can put a harassment note on the screen then they can remove it. I feel that they owe me for the harassment and will accept 6 months of free service and will not accept anything less. Dish has a reputation of harassing its customers and when the lady Shelly called she was rude and discourteous to me and hung up on me before I was finished talking. Yes, I am very angry with Dish do not accept their supposed settlement above. I feel that the customer should not have to say OK to the note on the screen as I feel it means that the customer agrees with owning money even if the customer does not owe money. ON the internet Dish is rated very low in customer service in fact it rates just above Comcast in service.
Final Business Response /* (4000, 14, 2015/10/22) */
October 20, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 15, 2015, we received your rebuttal, dated October 14, 2015, filed with the Revdex.com.
You continue to dispute DISH Network policy of sending a payment reminder to your TV screen that requires you to press the OK button on your remote to accept receipt of the message. You feel that this is harassment and that the message should be removed by DISH Network. You feel that by pressing the OK button you are agreeing that your account is past due. Additionally, you indicated that I hung up on you during our last conversation. You requested six months of free service.
When we spoke on October 7, 2015, I explained the procedure to remove the message. You confirmed that the message was removed. I attempted to explain the policy and you expressed your dissatisfaction. I ended the call by informing you that I would be providing a written response to your complaint.
Once again, you received the message when your account was in a past-due status. You refused to comply with the instructions you were given to remove the message. As a result, the message popped up for longer than necessary. It is DISH Network's policy to send this reminder as a courtesy to alert you to possible service interruption. It can only be removed from the screen by pressing the OK button on your remote. By pressing OK you are only confirming that you received the notification. While we regret that you disagree with our policy, your request for six months of free service is denied.
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
[redacted]
Denver, CO XXXXX
[redacted]
December 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 9, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on December 13, 14 and 15, 2016, and I left three messages. You maintain that you were not present during the installation of your DISH Network system, and you disputed the early termination fee. By allowing someone to be present during the installation, you are authorizing that person to sign on your behalf. After the installation, the technician provides the customer with an electronic tablet to sign. Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. The copy that you received is a printout of the information from the electronic device used. As an exception, I waived the $380.00 early termination fee. There was a remaining balance of $182.12 for service that was rendered. However, since we received a payment of $281.06, I submitted a refund for $98.94. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On April 15, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that your equipment upgrade was part of your initial promotion and that you did not authorize the early termination fee to be debited from your credit card account. I attempted you reach you at [redacted] on April 15, 18 and 19, 2016, and I left three voicemails. In my last message, I explained that all TVs must be present to be considered part of your initial installation. If you wish to add equipment after the installation has been completed, you are required to sign a new 24-month commitment. As your account was initiated in October 2011, the equipment upgrade you requested in October 2015 would not be considered part of the initial installation. Please note that our customer agreements provide that early termination and unreturned equipment fees will be automatically debited from the credit or debit card account that was provided for qualification. As a courtesy, I made an exception and waived the early termination fee and balance for service rendered. A refund of $400.00 has been submitted to your bank as of April 19, 2016. 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 1, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On November 20, 2017, we received your complaint, dated November 18, 2017, filed with the Revdex.com. You indicated that you were not provided with the $200.00 gift card that was offered when you initiated your DISH Network service. Your DISH Network service was activated on September 21, 2017, with a 24-month commitment. When I spoke with you by phone on November 21, 2017, I advised you that the gift card will be processed manually and will take six to eight weeks to process. I told you that we are unable to expedite the gift card as you requested. I made an exception and waived your 24-month commitment as a result of this issue. Although I scheduled an appointment for the equipment to be removed, the appointment was canceled. In your voicemail on November 28, 2017, you stated that you would keep the service active for now. 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, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 10, 2015, we received your complaint, dated November 2,...
2015, filed with the Revdex.com.
You said that our technician was unable to get a signal for service at your new residence. You expressed concern over being charged an early termination fee.
When we spoke, I advised you that our contract does state that if you move, you are still bound by the agreement. However, I made an exception and I waived your early termination fee. I also told you that a refund of $269.02 will be provided within the next three business days.
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: The reply given to the Revdex.com included some specifics that were unknown. The intent of my complaint was to remedy a timely application of credits or even billing adjustments to our bill through our Frontier Bundle Service. The billing adjustments sometimes takes 2 or more billing periods that require us to pay the inflated fee.On March 1st you stated in your email correspondence to us:" Your billing information is accepted by Frontier on the 1st of every month."In your reply to Revdex.com you stated."Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month."Therefore we pay the inflated fee for the remainder of the month and an additional month due to the planned billing cycles not accommodating the client but clearly accommodating Dish Network. In light of the new information we would like to ask that any of our future account adjustments be sent immediately to Frontier for timely billing adjustments reflected from the day the discount is applied and agreed upon between us and the Dish Representative.
Sincerely,
[redacted]
Tell us why here..March 21, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You asked for your monthly rate and you requested an apology. Your monthly rate for the next five billing cycles will remain $144.05, barring any changes to programming you may make. We sincerely apologize for any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted].
March 31, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 29, 30 and 31, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said that you moved and your landlord will not allow anything to be attached to the property. You expressed concern regarding the fee to move your system and the fee you will be charged for closing your account before your commitment has been fulfilled. You asked that we waive your early termination fee. Our records reflect that when you spoke with our customer service agent on March 23, 2016, they offered to waive the $100.00 fee to move your service. In addition, we offer a non-penetration mount for customers who don’t want any holes drilled into the property. However, if you close your account before your commitment has been fulfilled, you will be charged an early termination fee. Enclosed is a copy of your contract which states you are still bound by the agreement if you change your residence. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 14, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the...
Revdex.com.
You stated that you experienced unresolved signal interruption with your DISH Network service. This led you to disconnect your service. You were assured that you would not have an early termination fee and that the $53.24 balance you paid on May 4, 2015, paid your account in full. You have since been billed for additional services. You would like this cleared and your early termination fee waived as promised.
When we spoke today, I explained the billing and confirmed that your early termination fee was waived. As a courtesy, for the service issues you experienced and incorrect information you were provided, I agreed to resolve the remaining balance of $58.64. You accepted this resolution.
It has been a privilege to have you as a customer and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/11/13) */
November 12, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that when you purchased your DISH Network service from Linx Satellite, an independent retail service provider, you were promised your promotional price and the premium channels for the 24-month term of your contract. Additionally, you were assured that you could disconnect your service without penalty within 30 days of the purchase date. You are dissatisfied with the service and contacted DISH Network to disconnect your account. You were informed that you would be charged an early termination fee. You requested that your account be disconnected without penalty as you were previously assured.
When we spoke today, I explained that our attempts to confirm your claims with Linx have been unsuccessful. As a courtesy, I agreed to waive your early termination fee and disconnect your account. You 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 Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a letter from the DISH representative stating that they will honor the commitment made by the sales rep. If anything else negative will rise out of this I will update the complaint, meanwhile I am awaiting the return box for the equipment and the final bill without early termination fees and etc.
Thank you for your help.
November 11, 2016 Dear Mr. [redacted]: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on November 7, 8 and 11, 2016. I left three voice messages. While you...
returned my call, we were unable to speak directly. You maintain that at the time of sale you requested to view the Pittsburg Penguins, NHL game, and you asked if there was an additional subscription package required for these games. I reviewed your sales chat from June 1, 2016. I found that our agent advised you that the NHL Center Ice package is separate from the monthly subscription package and that you could call customer service to add the package to your account. While the price of that NHL Center Ice package was not discussed, there was no implication that the NHL package was included with the monthly subscription. During the sale, the agent explained that the regional sports channels (Root Sports Pittsburg and Sports Time Ohio) are included with your subscription to the America’s Top 200 package, along with the NBC Sports Network and NHL Network channels. While you subscribe to these channels, please note that sporting events are subject to blackouts. You may add the NHL Center Ice package at the one-time fee of $139.96 or pay for the package over four installments of $34.99. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
August 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You requested a refund of $177.86. Our records reveal that a refund of $177.86 was issued on August 2, 2016. When I spoke with you by telephone today, you confirmed that you received it. 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
Dear Mr. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. You continue to imply that we charge an extra $10.00 fee for not being enrolled in our Credit Card AutoPay (CCA) option. As previously advised, all charges are billed at the regular rate. We provide a $10.00 monthly credit when our customers enroll in CCA. This is a discount off the regular price. If you choose not to enroll in CCA, you will only be billed the regular rate--not an extra 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /[redacted]/
May 13, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the Better...
Business Bureau.
You expressed concern with the balance of $243.96 on your account. You maintain that your sister called on your behalf to disconnect the service but it was paused instead.
Our records reveal that your service was placed on DISH Pause on August 21, 2012, for six months. DISH Pause was removed on February 22, 2013, because the allowed time frame was exceeded and your regular service charges were reinstated. Your service was disconnected for non-payment on May 19, 2013.
When I spoke with you by phone today, I advised you that I made an exception and removed the balance from your account, leaving it at zero.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee **.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /[redacted]/
Please see pdf.
March 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You stated that when you agreed to upgrade your equipment with a 24-month commitment, you were assured that additional discounts would be provided once your initial discounts ended in February 2017 (after the first year). You also mentioned that the cost of your local channels increased and your local [redacted] station was removed. Our records show that you were enrolled in a 24-month commitment when your equipment was upgraded on March 3, 2016, through our DISH’n It Up promotion. A review of the customer service call from February 28, 2016, found that your wife contacted us regarding the equipment upgrade. Our representative offered a monthly courtesy credit of $20.00 for 12 months. Although your wife asked if she could call back after a year for additional discounts, our representative told her that she cannot guaranteed anything in the future. Your monthly rate following the equipment upgrade was $94.99 plus tax. This included the $20.00 monthly credit applied on February 28, 2016, and the $5.00 bundle discount. Please be advised that your monthly rate was $25.00 lower for two months because you were still receiving a monthly $25.00 courtesy credit from a previous offer, which ended on May 14, 2016. An additional monthly courtesy credit of $5.00 was applied to your account for six months on April 20, 2016, and a monthly $20.00 courtesy credit was applied on May 24, 2016, for 12 months. These additional monthly credits made your monthly rate $69.99 plus tax. Due to the expiration of the $5.00 monthly credit on October 20, 2016, you began to be billed $74.99 plus tax. We, like all other pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 17, 2017, we experienced a $5.00 increase to our programming packages. Additionally, DISH Network separated the charge for your local channels to show you the impact of the rising charges demanded by your local channel owners. The price increase along with the expiration of the monthly $20.00 credit on February 28, 2017, made your monthly rate $99.99 plus tax. Once the second $20.00 monthly credit ends on May 24, 2017, you will be billed the regular monthly rate of $119.99 plus tax (which includes the $5.00 monthly bundle discount). When I spoke with your wife by phone on March 7, 2017, I advised her that your monthly charges are correct for the services that you subscribe to. As a result, we are unable to provide you with any additional discounts. I did, however, waive your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. Although your wife requested a copy of the reviewed phone call, I explained that in order to receive this we require a subpoena to be provided to DISH Network LLC via fax to [redacted]. It can also be mailed to: DISH Network [redacted]
[redacted]
[redacted] DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Unfortunately, we were unable to reach an agreement with your local [redacted] provider. As a result, this channel was removed on March 2, 2017. While we continue to negotiate to restore the channel, we do not have an estimated time on when an agreement may be reached. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
November 9, 2017 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. You expressed concern about how your damage claim was being handled, and you requested to be contacted. When we spoke, I informed you that I contacted our Corporate Field Resolutions (CFR) team and requested they contact you. Your case manager advised me she was attempting to reach you and the local office responsible for investigating your claim. Please continue working with CFR to resolve your claim. We sincerely regret how your issue was handled, and we hope we can bring it to a timely resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 16, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On February 15, 2017, we received your rebuttal, dated February 8, 2017, filed with the Revdex.com. You asked that we send a technician to your home to retrieve your leased equipment. We can meet your request; however, there is a $95.00 charge that must be paid upfront in order for us to do this. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
February 7, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 6, 2017, we received your rebuttal, dated February 2, 2017, filed with the Revdex.com. You maintain that you were not aware you were receiving monthly credits that would end. You also expressed concern about the level of customer service you received. You said that you will not pay your DISH Network balance. Please refer to my previous response wherein I explained that you were made aware that the monthly courtesy credits you were receiving would end. In addition, this was reflected on your monthly DISH Network bill. Please note that a review of your calls revealed that you requested wireless Joeys during your equipment upgrade because you did not wish to have wires running through your house. Additionally, your initial equipment upgrade was on November 6, 2015. The technician to which you refer was not dispatched to fix the installation, but to troubleshoot a Joey in your outbuilding, which was not present during the initial installation. The majority of calls we received from you were requests for adjustments to your bill, and not about technical issues. As you received the benefit of, and agreed to the terms of, your equipment upgrade and associated 24-month commitment, and as you received the service for which DISH Network billed you, we are unable to waive or adjust your current balance of $332.78. It was not my intention to add to your frustration--only to respond to your initial complaint with what our records show. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. We attempts to contact you at ###-###-#### on January 25, 2016, and February 2 and 4, 2016, were unsuccessful, but we left three messages. You indicated that you...
filed a damage claim for your roof, but no one showed up for the scheduled appointment to assess the damage. I contacted our Corporate Field Resolutions (CFR) Department and another assessment was scheduled for January 30, 2016. Please contact Mr. [redacted] at ###-###-####, ext. 47365, to confirm if the assessment was completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 10, 2015/09/21) */
September 16, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015, filed...
with the Revdex.com.
You said that you were charged for service that you declined. You also indicated that you were offered a refund that you did not receive.
When we spoke, I explained that your $448.91 refund is being processed; however, because the charge was an electronic check, we must ensure that the payment has cleared so that we have the funds to return to you. We appreciate your patience.
A review of our records indicate that you requested three TV mounts from your technician but later decided to keep only one, as you did not own TVs for the other two mounts. Unfortunately, as the technician was a subcontractor he was not able to take the mounts with him after the order had been processed.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give a reason why he would not take the brackets with him or void at that time. They said he was written up for his conduct. The money has not been replaced. No apology given. They stated they would provide in writing the actions they'd take.provide to Revdex.com and to me. they did not.
Final Business Response /* (4000, 14, 2015/10/02) */
September 29, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 28, 2015, we received your rebuttal, dated September 25, 2015, filed with the Revdex.com.
You said that I did not advise you why the brackets could not be retrieved by the technician and that you had not received a written response.
Please note that the response to which you rebutted, posted September 21, 2015, was my written response.
As I advised you when we spoke, the technician was a subcontracted technician. As such, once your order was placed and delivered, he was not able to take the equipment with him as it belonged to you. Please note that I never advised you that the technician received any punitive actionjust that your concerns were reported to the appropriate department.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/10/13) */
October 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 1, 2015, we received your complaint, dated September 30, 2015, filed with the...
Revdex.com.
You stated that you have a message appearing on your TV screen that indicates that you owe money for your DISH Network bill. Your bill is current and you have contacted DISH Network to remove the message. You are displeased that you are required to press OK on your remote to remove this message. You feel that the message is harassment and it should be removed by DISH Network. You requested free service for a year and an apology.
When we spoke today, you confirmed that you had removed the message. My attempt to explain the reason for the notice was unsuccessful. The notice is automatically generated and cannot be blocked. Although, your account is now current, the message was sent when the account was in non-pay disconnect situation that has since been addressed and resolved. Unfortunately, the only way to remove the message is to follow the instructions that you were given.
We apologize for any inconvenience that you experienced. We are unable to meet your request for a free year of service.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that it was pure harassment by Dish and everything was settled before the note on the screen arrived. I still feel that if Dish can put a harassment note on the screen then they can remove it. I feel that they owe me for the harassment and will accept 6 months of free service and will not accept anything less. Dish has a reputation of harassing its customers and when the lady Shelly called she was rude and discourteous to me and hung up on me before I was finished talking. Yes, I am very angry with Dish do not accept their supposed settlement above. I feel that the customer should not have to say OK to the note on the screen as I feel it means that the customer agrees with owning money even if the customer does not owe money. ON the internet Dish is rated very low in customer service in fact it rates just above Comcast in service.
Final Business Response /* (4000, 14, 2015/10/22) */
October 20, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 15, 2015, we received your rebuttal, dated October 14, 2015, filed with the Revdex.com.
You continue to dispute DISH Network policy of sending a payment reminder to your TV screen that requires you to press the OK button on your remote to accept receipt of the message. You feel that this is harassment and that the message should be removed by DISH Network. You feel that by pressing the OK button you are agreeing that your account is past due. Additionally, you indicated that I hung up on you during our last conversation. You requested six months of free service.
When we spoke on October 7, 2015, I explained the procedure to remove the message. You confirmed that the message was removed. I attempted to explain the policy and you expressed your dissatisfaction. I ended the call by informing you that I would be providing a written response to your complaint.
Once again, you received the message when your account was in a past-due status. You refused to comply with the instructions you were given to remove the message. As a result, the message popped up for longer than necessary. It is DISH Network's policy to send this reminder as a courtesy to alert you to possible service interruption. It can only be removed from the screen by pressing the OK button on your remote. By pressing OK you are only confirming that you received the notification. While we regret that you disagree with our policy, your request for six months of free service is denied.
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
[redacted]
Denver, CO XXXXX
[redacted]
December 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 9, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on December 13, 14 and 15, 2016, and I left three messages. You maintain that you were not present during the installation of your DISH Network system, and you disputed the early termination fee. By allowing someone to be present during the installation, you are authorizing that person to sign on your behalf. After the installation, the technician provides the customer with an electronic tablet to sign. Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. The copy that you received is a printout of the information from the electronic device used. As an exception, I waived the $380.00 early termination fee. There was a remaining balance of $182.12 for service that was rendered. However, since we received a payment of $281.06, I submitted a refund for $98.94. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 19, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On April 15, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that your equipment upgrade was part of your initial promotion and that you did not authorize the early termination fee to be debited from your credit card account. I attempted you reach you at [redacted] on April 15, 18 and 19, 2016, and I left three voicemails. In my last message, I explained that all TVs must be present to be considered part of your initial installation. If you wish to add equipment after the installation has been completed, you are required to sign a new 24-month commitment. As your account was initiated in October 2011, the equipment upgrade you requested in October 2015 would not be considered part of the initial installation. Please note that our customer agreements provide that early termination and unreturned equipment fees will be automatically debited from the credit or debit card account that was provided for qualification. As a courtesy, I made an exception and waived the early termination fee and balance for service rendered. A refund of $400.00 has been submitted to your bank as of April 19, 2016. 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 1, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On November 20, 2017, we received your complaint, dated November 18, 2017, filed with the Revdex.com. You indicated that you were not provided with the $200.00 gift card that was offered when you initiated your DISH Network service. Your DISH Network service was activated on September 21, 2017, with a 24-month commitment. When I spoke with you by phone on November 21, 2017, I advised you that the gift card will be processed manually and will take six to eight weeks to process. I told you that we are unable to expedite the gift card as you requested. I made an exception and waived your 24-month commitment as a result of this issue. Although I scheduled an appointment for the equipment to be removed, the appointment was canceled. In your voicemail on November 28, 2017, you stated that you would keep the service active for now. 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, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]