November 10, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear [redacted]: On November 8, 2017, we received your complaint, dated November 7, 2017, filed with the Revdex.com. You expressed dissatisfaction with the picture quality and maintain you were told that you had a three-day trial period within which to cancel your service. You disputed the early termination fee. I regret that the service was not to your satisfaction. When we spoke today, I informed you that I reviewed your sales call from November 4, 2017. I found that [redacted] was provided with full disclosure for the Flex24 promotion and there was no mention of a trial period. Nevertheless, I waived your early termination fee. The balance due for service rendered and the return check fee is $24.73. You accepted this resolution. To avoid an unreturned equipment fee from applying to your account, please return the leased equipment to DISH Network. A return box and label will be delivered to your address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] Dear Ms. [redacted]: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com. You said you moved from Florida and placed your account on DISH Pause, and that you were told there was no charge for this service. You expressed concern with the Move In-Deal installation. You also indicated you were required to replace your existing DVR equipment, and you disputed the DISH’n It Up (DIU) term commitment. You stated you experienced technical issues and were unhappy with the service. In addition, you maintain that a technician damaged your floor. When we spoke today, I informed you that our records reveal your account was placed on DISH Pause for nine months starting March 27, 2016. We provided a one-tine $45.00 credit to your account, which covered the $5.00 monthly pause fee for nine months. Because there was a balance due for service rendered, this credit was applied toward the account balance. I enclosed a copy of your April 2016 bill showing this credit. When you called on August 11, 2016, a Move In-Deal was scheduled and our agent advised you of the $100.00 installation cost. As a courtesy, the agent applied a credit of $50.00 to your account. On August 12, 2018, the date of the installation, the technician stated that he replaced the DVR receiver with a different model. During this call, per your request, an additional receiver was added and you enrolled in the DIU equipment upgrade with a 24-month commitment. This call recording revealed that the agent provided you with full disclosure for the DIU promotion, and you authorized the credit card qualification. I enclosed a copy of your signed DIU agreement. You mentioned you were told you had 30 days to cancel the service. I explained that we do offer a trial period to cancel service without a penalty. Our records show that you reported loss of signal on August 22, 2016, and a free technician visit was scheduled for August 23, 2016. We have no record that you reported technical issues after this date. On September 13, 2016, per your request, the service was disconnected. During this call, you advised our agent that you went with another provider. Our agent advised you of the early termination fee, the equipment return fee, and the balance due for service rendered. When you called on September 26, 2016, you expressed concern with the balance due of $714.90. During this call our agent provided you with a $100 .00 credit for the Move In-Deal and a $7.00 tax credit, leaving a balance due of $607.90. A review of your call from October 2, 2016, revealed that you informed our agent that your new TV provider would pay the balance of $488.70 and you would pay the remaining balance due to DISH Network. We have no record that payments were made toward the balance. The billing is accurate and no credit is warranted. Please note that I requested that the collection agency cease contact. We have no record that you reported damage to your home prior to receiving this correspondence. I opened a damage claim (number [redacted]). Mr. [redacted] from the Corporate Field Resolutions Team will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### Enclosures (2) cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
[redacted] Dear Mr. [redacted]: On January 26, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 31, 2017, and on February 8 and 14, 2017, but there was only an option to leave one message. You expressed concern that your damage claim for a TV was denied and that your DISH Network account has been flagged. You requested that your TV be replaced, and to be released from the 24-month commitment. However, because the damage claim was denied, I am unable to re-open the claim. I offered to release you from the 24-month commitment. Please contact me to accept my offer. 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: [redacted]
[redacted]
[redacted] [redacted] [redacted]
February 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 11, 2017, filed with the Revdex.com. You expressed concern about the level of customer service you received and issues with your recent technician visit. When we spoke, I advised you that I forwarded your complaint to the appropriate department for internal review. While we sincerely regret any inconvenience this issue may have caused, as I explained, we are unable to waive your early termination fee for this issue. DISH Network strives to provide excellent customer service and we regret that your issue was not handled in an efficient manner. As I informed you, I applied a one-time $50.00 courtesy credit to your account and I requested that you contact us should you encounter any future technical issues. 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: [redacted]
[redacted]
[redacted]
June 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You disputed the collection attempts. When we spoke today, I informed you that an exception was made and the balance of $328.59 was removed from your account. This information will also be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Even after giving proof that we had the channels (NOT free preview) we were told it does not matter, that Dish can remove or change channels at any time. We were flat out lied to to get us to sign another 2 year contract.Not much we can do, they can do what they wish, we are just another dissatisfied customer, nothing new to them. It's not about the customer it's about the money.
October 18, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You indicated that you contacted us prior to disconnecting your service and you were told that you are not...
under any commitment. However, when you contacted us to disconnect, you were told there would be an early termination fee. Our records reveal that on July 15, 2015, you entered into a new 24-month agreement. I enclosed a copy of the DISH’n It Up agreement for your review. However, when you contacted us via email on October 10, 2016, the $200.00 early termination fee and two $10.00 box return fees were waived. Additionally, after we received a payment in the amount of $159.29, a refund was submitted. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]
Dear Mr. [redacted]: On March 2, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You indicated that payments were automatically deducted from your bank account by DISH Network for an early termination fee and equipment fees without your authorization. You said you did not receive a copy of the contract or boxes to return the equipment in a timely manner. My attempts to contact you by phone at ###-###-#### on March 9, 12 and 13, 2018, were unsuccessful, but I left you three messages. I have enclosed a copy of your signed contract. Additionally, you were sent an email at [redacted] on February 26, 2017. This email outlined the 24-month commitment and indicated that fees may be collected from the credit card account used to qualify for service. We sent you emails about both charges. The equipment has been received and a refund was submitted for $148.00; please allow up to seven days. The early termination fee is valid and will not be refunded. We received no contact from you between your account disconnection (November 11, 2017) and February 27, 2018, (the date of the first charge) to request return boxes. 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 thru Friday 9:00am - 6:00pm ###-###-#### Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 12, 2015/06/01) */
May 27, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You maintain that the signature on your contract was forged. You requested that your account balance be adjusted off and that the leased equipment be removed from your home.
When we spoke, I advised you that I was unable to locate a copy of your contract; therefore, I waived your early termination and return shipping fees. I also informed you that a $95.00 charge would apply for us to send a technician to remove your equipment.
Once the leased equipment is returned, your account balance will be $224.91.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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 Consumer Rebuttal /* (3000, 14, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My request to Scott Diaz from Dish was the following:
1. Equipment will be sent back at their expense
2. They are to remove at their expense the dish
3. That any damage that they incur with the removal of said dish, that they remedy it correctly so no leakage will occur.
4. I want in writing that this will indeed occur, and I will pay what I owe.
I offered to forward the agreement that was not signed by me, he did not want it.
Final Consumer Response /* (4200, 18, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay for removing the dish. It is their responsibility. They are very arrogant when they are the ones to put someones signature on an agreement that is not binding to me. The receivers are going back this week, I want a written agreement that they will remove the dish at their expense. Once I receive a signed agreement that Dish will remove the dish off my roof at their expense, I will pay them rgw $224
Final Business Response /* (4000, 20, 2015/06/16) */
June 15, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your rebuttal, dated June 9, 2015, filed with the Revdex.com.
You said that you will make your final payment once we remove your satellite dish at no cost.
Your request to have the fee for removing your satellite dish waived is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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: I was signed up by a third party with dish, and they were my contact to schedule. The only time I called dish when we moved because that's what the third party told me to do. I contacted the third party to cancel, and for this reason I reject this "offer". Which is not an offer at all.
Sincerely,
[redacted]
[redacted]
[redacted] Dear Mrs. [redacted]: On October 12, 2017, we received your complaint, dated October 11, 2017, filed with the Revdex.com. You indicated that you are experiencing technical issues and you do not agree with the $95.00 fee for a technician visit. You also disputed adding the $8.99 Protection Plan, which will reduce this fee to $10.00. In addition, you said that your service was disconnected without your authorization. Furthermore, you disputed the early termination fee and that your account was sent to collections and you maintain that you have not received a response to your request for assistance. Our records reveal your service was disconnected on August 12, 2017, at the request of [redacted], the authorized user on your account. Our records reveal that the early termination fee was waived by Mr. [redacted] in our Executive Escalations Department. He also submitted a refund for $24.91 and requested that the account be removed from your credit file. When I spoke with Mr. [redacted] by telephone today, he confirmed that all issues have been resolved. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
October 10, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com. You stated that due to a financial hardship your DISH Network account was recently disconnected. You were...
informed that you would be charged an early termination fee. Your attempts to make payment arrangements have been unsuccessful and you continue to be contacted regarding the account balance. You would like this matter resolved. In our email correspondence today, I offered to place your account on DISH Pause for nine months. Additionally, we arranged payment of the past-due account balance for the end of the month. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
December 6, 2016 Mr. [redacted], ** [redacted] Re: Mr. [redacted] File No. 11840140 Issue Number: 3565771 Dear Sir or Madam: On December 6, 2016, we received your rebuttal, dated December 5, 2016, regarding Mr. [redacted]. Mr. [redacted] indicated that the number to which I referred in my previous response is an incorrect contact number. He said he is being contacted at [redacted]. He requested no response. Based on our investigation, DISH Network has determined that we have not placed calls to telephone numbers [redacted] or [redacted]. These telephone numbers have both been placed on our internal Do Not Contact list. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better Business...
Bureau.
You said that you experienced technical issues with your internet service. You requested a refund and the disconnection of your internet account.
I attempted to reach you at (XXX) XXX-XXXX on August 19, 20 and 21, 2015, and I left three messages.
In my last message, I advised you that I was unable to locate your internet account with the information provided. Our records show a TV account at the address on your complaint, but no internet service.
I requested that you contact me with more information.
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]
May 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com. You said that you have experienced signal loss due to inclement weather. You requested that we release you from your contract. When we spoke by phone, I advised you that as a satellite system, DISH Network service is susceptible to the elements. Once the inclement weather has passed, the signal should return. I advised you that we consider your contract to be valid. However, in the interest of customer service, I’m willing to reduce your early termination fee from $460.00 to $99.00. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 12, 2015/09/25) */
September 17, 2015
Ms. [redacted]
XXXXX [redacted] Mngo Valley, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 16,...
2015, filed with the Revdex.com.
You stated that the dishNET satellite internet service is not meeting your expectations. You are not receiving the speed and capacity that you understood that you would receive. You requested that the service be disconnected without penalty.
When we spoke today, I agreed to waive your internet early termination fee as a courtesy and scheduled your service disconnection for October 17, 2015.
Our records indicate that the service was provided as promised at the time of purchase.
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, 10, 2015/09/22) */
September 11, 2015
Mr. [redacted] Lane
[redacted] NC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 10, 2015, we received your correspondence, dated September...
9, 2015, filed with the Revdex.com.
You stated that you are selling your residence at 325 Mount View Lane, New London, NC. When you contacted DISH Network to disconnect the service, you were informed that you were under a contractual commitment as a result of an additional receiver you added to the account in July 2015. You requested that your early termination fee be waived.
When we spoke today, I agreed to waive the early termination fee and disconnect your service as a courtesy. However, our records do indicate that when Ms. [redacted] ordered the additional receiver, she was offered the option of a free upgrade with the contractual commitment or a $99.00 fee without a contract. She opted to make the contractual 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: 2:45 pm to11:15 pm MDT, MON-FRI
(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]Dish network is trying not to accept accountibility for this issue, they damaged my tv and refusing to replace it even with the same specifications. They can not damage my tv and give me $350 for it, they need to replace the TV, they can not damage my tv and say too bad live with it, I will keep refusing their lousy offer until they get me a tv in my living room. otherwise, I will proceed with what I have to do to get my right back from them.
March 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You said you were told that the monthly billing rate was supposed to $38.43 for six months. When we spoke today, I advised you that I will honor the price of $38.43 for six months. However, when the credit of $35.00 ends in August 2016, the regular programming price will apply. You accepted this resolution. In addition, to assist with the monthly cost you may downgrade your programming package at any time. We thank you for bringing this matter to our attention. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the timely response from Direct TV and the resolution Scott provided. Thank you.
Sincerely,
[redacted]
November 10, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear [redacted]: On November 8, 2017, we received your complaint, dated November 7, 2017, filed with the Revdex.com. You expressed dissatisfaction with the picture quality and maintain you were told that you had a three-day trial period within which to cancel your service. You disputed the early termination fee. I regret that the service was not to your satisfaction. When we spoke today, I informed you that I reviewed your sales call from November 4, 2017. I found that [redacted] was provided with full disclosure for the Flex24 promotion and there was no mention of a trial period. Nevertheless, I waived your early termination fee. The balance due for service rendered and the return check fee is $24.73. You accepted this resolution. To avoid an unreturned equipment fee from applying to your account, please return the leased equipment to DISH Network. A return box and label will be delivered to your address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 13, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com. You said you moved from Florida and placed your account on DISH Pause, and that you were told there was no charge for this service. You expressed concern with the Move In-Deal installation. You also indicated you were required to replace your existing DVR equipment, and you disputed the DISH’n It Up (DIU) term commitment. You stated you experienced technical issues and were unhappy with the service. In addition, you maintain that a technician damaged your floor. When we spoke today, I informed you that our records reveal your account was placed on DISH Pause for nine months starting March 27, 2016. We provided a one-tine $45.00 credit to your account, which covered the $5.00 monthly pause fee for nine months. Because there was a balance due for service rendered, this credit was applied toward the account balance. I enclosed a copy of your April 2016 bill showing this credit. When you called on August 11, 2016, a Move In-Deal was scheduled and our agent advised you of the $100.00 installation cost. As a courtesy, the agent applied a credit of $50.00 to your account. On August 12, 2018, the date of the installation, the technician stated that he replaced the DVR receiver with a different model. During this call, per your request, an additional receiver was added and you enrolled in the DIU equipment upgrade with a 24-month commitment. This call recording revealed that the agent provided you with full disclosure for the DIU promotion, and you authorized the credit card qualification. I enclosed a copy of your signed DIU agreement. You mentioned you were told you had 30 days to cancel the service. I explained that we do offer a trial period to cancel service without a penalty. Our records show that you reported loss of signal on August 22, 2016, and a free technician visit was scheduled for August 23, 2016. We have no record that you reported technical issues after this date. On September 13, 2016, per your request, the service was disconnected. During this call, you advised our agent that you went with another provider. Our agent advised you of the early termination fee, the equipment return fee, and the balance due for service rendered. When you called on September 26, 2016, you expressed concern with the balance due of $714.90. During this call our agent provided you with a $100 .00 credit for the Move In-Deal and a $7.00 tax credit, leaving a balance due of $607.90. A review of your call from October 2, 2016, revealed that you informed our agent that your new TV provider would pay the balance of $488.70 and you would pay the remaining balance due to DISH Network. We have no record that payments were made toward the balance. The billing is accurate and no credit is warranted. Please note that I requested that the collection agency cease contact. We have no record that you reported damage to your home prior to receiving this correspondence. I opened a damage claim (number [redacted]). Mr. [redacted] from the Corporate Field Resolutions Team will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### Enclosures (2) cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
February 14, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 26, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 31, 2017, and on February 8 and 14, 2017, but there was only an option to leave one message. You expressed concern that your damage claim for a TV was denied and that your DISH Network account has been flagged. You requested that your TV be replaced, and to be released from the 24-month commitment. However, because the damage claim was denied, I am unable to re-open the claim. I offered to release you from the 24-month commitment. Please contact me to accept my offer. 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: [redacted]
[redacted]
[redacted] [redacted] [redacted]
February 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 11, 2017, filed with the Revdex.com. You expressed concern about the level of customer service you received and issues with your recent technician visit. When we spoke, I advised you that I forwarded your complaint to the appropriate department for internal review. While we sincerely regret any inconvenience this issue may have caused, as I explained, we are unable to waive your early termination fee for this issue. DISH Network strives to provide excellent customer service and we regret that your issue was not handled in an efficient manner. As I informed you, I applied a one-time $50.00 courtesy credit to your account and I requested that you contact us should you encounter any future technical issues. 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: [redacted]
[redacted]
[redacted]
[redacted]
June 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You disputed the collection attempts. When we spoke today, I informed you that an exception was made and the balance of $328.59 was removed from your account. This information will also be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Even after giving proof that we had the channels (NOT free preview) we were told it does not matter, that Dish can remove or change channels at any time. We were flat out lied to to get us to sign another 2 year contract.Not much we can do, they can do what they wish, we are just another dissatisfied customer, nothing new to them. It's not about the customer it's about the money.
October 18, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You indicated that you contacted us prior to disconnecting your service and you were told that you are not...
under any commitment. However, when you contacted us to disconnect, you were told there would be an early termination fee. Our records reveal that on July 15, 2015, you entered into a new 24-month agreement. I enclosed a copy of the DISH’n It Up agreement for your review. However, when you contacted us via email on October 10, 2016, the $200.00 early termination fee and two $10.00 box return fees were waived. Additionally, after we received a payment in the amount of $159.29, a refund was submitted. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]
Dear Mr. [redacted]: On March 2, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You indicated that payments were automatically deducted from your bank account by DISH Network for an early termination fee and equipment fees without your authorization. You said you did not receive a copy of the contract or boxes to return the equipment in a timely manner. My attempts to contact you by phone at ###-###-#### on March 9, 12 and 13, 2018, were unsuccessful, but I left you three messages. I have enclosed a copy of your signed contract. Additionally, you were sent an email at [redacted] on February 26, 2017. This email outlined the 24-month commitment and indicated that fees may be collected from the credit card account used to qualify for service. We sent you emails about both charges. The equipment has been received and a refund was submitted for $148.00; please allow up to seven days. The early termination fee is valid and will not be refunded. We received no contact from you between your account disconnection (November 11, 2017) and February 27, 2018, (the date of the first charge) to request return boxes. 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 thru Friday 9:00am - 6:00pm ###-###-#### Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 12, 2015/06/01) */
May 27, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You maintain that the signature on your contract was forged. You requested that your account balance be adjusted off and that the leased equipment be removed from your home.
When we spoke, I advised you that I was unable to locate a copy of your contract; therefore, I waived your early termination and return shipping fees. I also informed you that a $95.00 charge would apply for us to send a technician to remove your equipment.
Once the leased equipment is returned, your account balance will be $224.91.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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 Consumer Rebuttal /* (3000, 14, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My request to Scott Diaz from Dish was the following:
1. Equipment will be sent back at their expense
2. They are to remove at their expense the dish
3. That any damage that they incur with the removal of said dish, that they remedy it correctly so no leakage will occur.
4. I want in writing that this will indeed occur, and I will pay what I owe.
I offered to forward the agreement that was not signed by me, he did not want it.
Final Consumer Response /* (4200, 18, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay for removing the dish. It is their responsibility. They are very arrogant when they are the ones to put someones signature on an agreement that is not binding to me. The receivers are going back this week, I want a written agreement that they will remove the dish at their expense. Once I receive a signed agreement that Dish will remove the dish off my roof at their expense, I will pay them rgw $224
Final Business Response /* (4000, 20, 2015/06/16) */
June 15, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your rebuttal, dated June 9, 2015, filed with the Revdex.com.
You said that you will make your final payment once we remove your satellite dish at no cost.
Your request to have the fee for removing your satellite dish waived is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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: I was signed up by a third party with dish, and they were my contact to schedule. The only time I called dish when we moved because that's what the third party told me to do. I contacted the third party to cancel, and for this reason I reject this "offer". Which is not an offer at all.
Sincerely,
[redacted]
October 27, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mrs. [redacted]: On October 12, 2017, we received your complaint, dated October 11, 2017, filed with the Revdex.com. You indicated that you are experiencing technical issues and you do not agree with the $95.00 fee for a technician visit. You also disputed adding the $8.99 Protection Plan, which will reduce this fee to $10.00. In addition, you said that your service was disconnected without your authorization. Furthermore, you disputed the early termination fee and that your account was sent to collections and you maintain that you have not received a response to your request for assistance. Our records reveal your service was disconnected on August 12, 2017, at the request of [redacted], the authorized user on your account. Our records reveal that the early termination fee was waived by Mr. [redacted] in our Executive Escalations Department. He also submitted a refund for $24.91 and requested that the account be removed from your credit file. When I spoke with Mr. [redacted] by telephone today, he confirmed that all issues have been resolved. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
October 10, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com. You stated that due to a financial hardship your DISH Network account was recently disconnected. You were...
informed that you would be charged an early termination fee. Your attempts to make payment arrangements have been unsuccessful and you continue to be contacted regarding the account balance. You would like this matter resolved. In our email correspondence today, I offered to place your account on DISH Pause for nine months. Additionally, we arranged payment of the past-due account balance for the end of the month. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
December 6, 2016 Mr. [redacted], ** [redacted] Re: Mr. [redacted] File No. 11840140 Issue Number: 3565771 Dear Sir or Madam: On December 6, 2016, we received your rebuttal, dated December 5, 2016, regarding Mr. [redacted]. Mr. [redacted] indicated that the number to which I referred in my previous response is an incorrect contact number. He said he is being contacted at [redacted]. He requested no response. Based on our investigation, DISH Network has determined that we have not placed calls to telephone numbers [redacted] or [redacted]. These telephone numbers have both been placed on our internal Do Not Contact list. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better Business...
Bureau.
You said that you experienced technical issues with your internet service. You requested a refund and the disconnection of your internet account.
I attempted to reach you at (XXX) XXX-XXXX on August 19, 20 and 21, 2015, and I left three messages.
In my last message, I advised you that I was unable to locate your internet account with the information provided. Our records show a TV account at the address on your complaint, but no internet service.
I requested that you contact me with more information.
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]
May 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com. You said that you have experienced signal loss due to inclement weather. You requested that we release you from your contract. When we spoke by phone, I advised you that as a satellite system, DISH Network service is susceptible to the elements. Once the inclement weather has passed, the signal should return. I advised you that we consider your contract to be valid. However, in the interest of customer service, I’m willing to reduce your early termination fee from $460.00 to $99.00. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 12, 2015/09/25) */
ngo Valley, CA XXXXX
September 17, 2015
Ms. [redacted]
XXXXX [redacted]
M
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 16,...
2015, filed with the Revdex.com.
You stated that the dishNET satellite internet service is not meeting your expectations. You are not receiving the speed and capacity that you understood that you would receive. You requested that the service be disconnected without penalty.
When we spoke today, I agreed to waive your internet early termination fee as a courtesy and scheduled your service disconnection for October 17, 2015.
Our records indicate that the service was provided as promised at the time of purchase.
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, 10, 2015/09/22) */
September 11, 2015
Mr. [redacted] Lane
[redacted] NC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 10, 2015, we received your correspondence, dated September...
9, 2015, filed with the Revdex.com.
You stated that you are selling your residence at 325 Mount View Lane, New London, NC. When you contacted DISH Network to disconnect the service, you were informed that you were under a contractual commitment as a result of an additional receiver you added to the account in July 2015. You requested that your early termination fee be waived.
When we spoke today, I agreed to waive the early termination fee and disconnect your service as a courtesy. However, our records do indicate that when Ms. [redacted] ordered the additional receiver, she was offered the option of a free upgrade with the contractual commitment or a $99.00 fee without a contract. She opted to make the contractual 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: 2:45 pm to11:15 pm MDT, MON-FRI
(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]Dish network is trying not to accept accountibility for this issue, they damaged my tv and refusing to replace it even with the same specifications. They can not damage my tv and give me $350 for it, they need to replace the TV, they can not damage my tv and say too bad live with it, I will keep refusing their lousy offer until they get me a tv in my living room. otherwise, I will proceed with what I have to do to get my right back from them.
March 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You said you were told that the monthly billing rate was supposed to $38.43 for six months. When we spoke today, I advised you that I will honor the price of $38.43 for six months. However, when the credit of $35.00 ends in August 2016, the regular programming price will apply. You accepted this resolution. In addition, to assist with the monthly cost you may downgrade your programming package at any time. We thank you for bringing this matter to our attention. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the timely response from Direct TV and the resolution Scott provided. Thank you.
Sincerely,
[redacted]