Initial Business Response /[redacted]/
May 8, 2015
Ms. [redacted]
[redacted]
Clintwood, VA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better...
Business Bureau.
You said that when you canceled the service you were told there was no cancellation fee and you requested a refund.
A review of the account shows that Mr. and Mrs. Wesley and Tiffany [redacted] are the DISH Network account holders. They participated in the DISH'n It Up (DIU) equipment upgrade on June 16, 2014, with a 24-month commitment. I have enclosed a copy of the signed DIU agreement for your records.
Since the service was disconnected prior to the promotional fulfillment date, an early termination fee of $170.00 was applied to the account and a payment for the same amount was collected with the qualifying credit card.
Our records reveal that an exception was made on May 6, 2015, and the early termination fee was reversed. A refund of $170.00 was applied to the credit card ending in 1968 on May 7, 2015.
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 (XXX) XXX-XXXX.
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
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 8, 2017, we received your complaint, dated February 6, 2017, filed with the Revdex.com. You stated that you contacted DISH Network on December 4, 2016, to inquire about reducing your bill. You were offered a 2-year price lock and quoted a monthly rate of $79.99. You have been billed at a higher rate and your attempts to correct the matter have been unsuccessful. Additionally, the customer service you experienced did not meet your expectations. You requested that your $79.99 price be honored. When we spoke today, I advised you that I had reviewed the call recording, and the $79.99 price was referenced as the package price. Your additional monthly fees were not discussed. As a courtesy, I offered to provide you with a $17.00 monthly credit for 24 months to match the $79.99 price quote. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted] [redacted]
[redacted]
[redacted]
June 10, 2016 Mr. and Mrs. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You said that you experienced poor customer service from the technician assigned to your account and that a previous technician caused damage to your home. When we spoke, I advised you that I forwarded your concerns to our Corporate Field Resolutions Team and they opened a damage claim to investigate your complaint. In addition, your concerns about the level of customer service you received were forwarded to the appropriate department for internal investigation. We appreciate your feedback concerning your experience. 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]
Hi,I had received a call from a Mr. [redacted] at Dish. The conversation was not a professional one but an accusing one on behalf of Dish. I made it very clear to Mr. [redacted] that the qualify viewing they advertise is not what I had experienced. I explained the periodic viewing events taking place such as: lag in channel changing, when changing from one channel to another everything would shut off, etc... Not the viewing experience I anticipated as advertised by Dish. When I explained this to Mr. [redacted], he said I should have been calling their Service center to fix the problems. My experience with TV vendors since the inception of cable never required calls to service centers to fix issues that should not be happening in the first place, per Mr. [redacted], "it happens with every vendor." So, my perception is that Mr. [redacted] was calling me a lier. I did sign a contract with Dish with the understanding that I would be receiving the quality service as of the implementation and, not having to call their service center for issues arising through out my viewing experience which was very poor. Mr. [redacted] made it very clear that the Revdex.com is just a consumer vendor and not one that Dish adheres or has to answer to. Mr. [redacted] made it very clear that I am liable for the termination fee and that was that. In the meantime, Dish withdrew $520.85 from my checking account after the termination of our contract without my authorization.In my observation of Dish, they are not a professional company that honors their customers but rather, entices them into contracts and then leaves them to deal with a poor viewing experience.Sincerely,[redacted]
June 3, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 2, 2016, we received your complaint, dated June 1, 2016, filed with the Revdex.com. You expressed concern with the collection notice that your mother received for your DISH Network account. You maintain that your mother’s information was attached to your account in error and you requested a refund for the payment that she made. This account was established on July 2, 2010, with a 24-month commitment through Dish Installation Inc., an independent company. Although you were listed as the bill-to person for the account, your mother was listed as the account holder and her personal information was used to establish the service. As a result, the account belongs to her. The balance of $281.68 included an early termination fee of $140.00 and an unpaid service balance of $141.68. When I spoke with you by phone today, I advised you that I made an exception and removed the charges, leaving a zero balance. Our records do not show that a payment was previously received. We will provide a refund once it is received. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
March 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 7, 2016, filed with the Revdex.com. You said that you have an appointment to have the installation reviewed on March 12, 2016. You may contact your claim manager, Mr. [redacted]-Jones, at [redacted], ext. [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: they do not address the issues. I called DISH, they offered to put two discounts on the account-a $5 to cover the increase for 12 mo and a $10 one to put back the expired one. There is some type of block on my account that common business practices are not being allowed to occur on my account but are available for others. I believe I am being discriminated against as others are being allowed these reduced bills. I have also requested many times that my account be reviewed by someone else at DISH as Ms A is clearly unreasonable. I formally request her being removed from any reviews of my account and someone else respond or I will forward all concerns to the president of DISH directly abd reach out to social media.
Sincerely,
[redacted]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You expressed concern with the balance on your DISH Network account. You maintain that you contacted us the same day your service was installed because you were unhappy with the picture quality. You also stated that you were told you could cancel without penalty. You would like the balance removed from your account. Your DISH Network service was initiated on March 11, 2017, with a 24-month commitment. When you contacted us on March 12, 2017, regarding your concerns with your picture, our agent offered to upgrade your equipment. The upgrade was completed on March 13, 2017. Your service was disconnected on April 13, 2017. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. On April 21, 2017, we received a payment of $200.00. This reduced your balance to $317.26. When I spoke with you by phone on August 9, 2017, I advised you that I made an exception and reversed the balance on your account, leaving a zero balance. We appreciate that you brought your customer service and installation concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
August 29, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to the takedown of your local Fox and CBS channels....
You feel that the early termination fee should be waived. When we spoke by phone, I told you that we will waive your early termination fee of $440.00 and you will have a final balance of $8.84. You advised me that you are satisfied with the resolution. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I never agreed to putting my service on hold, it was cancelled. I asked them to collect their equipment which they didn't. I was extremely disappointed with the service and feel they took advantage of me. I also never gave them permission to access my checking account and take out 2 withdrawals after a year.
September 9, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com. You said you were told that you had a 30-day trial period in which to cancel without penalty. You expressed...
concern regarding ongoing technical issues and you would like to cancel your account without penalty. When we spoke by phone, I explained that you set up your DISH Network account through Alternative Entertainment INC (###-###-####), a retailer of ours. I sent your complaint to them and they provided a response. They indicated that you were told that your HughesNet service carried a 30-day trial period. We also discussed the technical issues you have been experiencing and I agreed to release you from your contract. I told you that you can cancel your account at any time without penalty. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
[redacted] Dear Mrs. [redacted]: On March 25, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You said you agreed to the monthly programming price of $30.72 and you expressed concern with the increased rate. You received the HBO, Showtime, Starz, and Cinemax channels with the DISH Movie Pack free for three months. When the free trial ended, the regular price was applied. When we spoke today, I advised you that DISH Network bills for service in advance. Therefore, you were billed $60.00 for premium channels for the fourth month of service. Per your request, the channels were removed and a total credit of $60.00 was applied to your account for premium channels on March 18, 2016. The credit covered service rendered from March 27, 2016, through April 26, 2016. A credit balance of $29.28 remains on your account. I submitted a refund of this same amount. Please allow eight weeks for processing. I have enclosed copies of your February and March 2016 billing statements for your records. When you agreed to Credit Card AutoPay (CCA), you authorized DISH Network to collect the full amount due every month. During our conversation, you requested that the CCA be removed from your account. I informed you that if the CCA is removed, the monthly $10.00 CCA credit will no longer be applied. You ended the call before I could confirm that you agreed with this transaction. Therefore, the CCA remains active on your account. If you would like to remove the CCA, please visit www.mydish.com to process your request. 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]
June 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 21, 2017, we received your complaint, dated June 20, 2017, filed with the Revdex.com. You said that you experienced technical issues and when you contacted DISH Network you were offered a free technician visit. You were then charged for the visit. I attempted to reach you at [redacted] on June 26, 27 and 28, 2017, and I left three voicemails. I also emailed you at [redacted] In my last message, I advised you that I waived the $95.00 technician visit fee applied to your account, leaving a balance of $137.44 for service rendered. We sincerely regret any confusion or inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
*
[redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
[redacted] Dear Mrs. [redacted]: On September 5, 2017, we received your complaint, dated September 4, 2017, filed with the Revdex.com. You expressed concern that you did not receive a $100.00 gift card. You also requested to be released from the early termination fee because you were affected by Hurricane Harvey. You initiated your account through [redacted], an independent retailer. The $100.00 gift card offer was not a DISH Network offer. We received notification from them that they will send it to you. Our records reveal that you were released from the 24-month commitment and the early termination fee was waived on September 4, 2017. I removed the remaining balance of $24.00. When I spoke with you by telephone today, you confirmed that this issue was 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]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 23, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your correspondence, dated September 17, 2015,...
filed with the Revdex.com.
You stated that you purchased your DISH Network service from a Dish One sales representative that came to your residence. You indicated that you were promised the promotional programming and pricing for the 24-month term of your contractual agreement. You have not received the programming you were promised and you are being billed at a higher rate than you agree to. You requested that you be provided the programming and pricing that you were promised.
We requested that Dish One review the recorded sales call. Their review of the call confirmed that you were informed that the price would increase after the first year. Additionally, an email showing the pricing and package information was also sent to the email address you provided.
When we spoke on September 18, 2015, we reviewed your programming and as a courtesy, I agreed to provide you the promotional pricing for the term of your contractual commitment. 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]
Ms. Speed: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network service. You received a reminder call prior to your service installation. The message offered you a $20.00 credit if your technician was late arriving for your installation. Your technician was delayed in completing your installation. You were displeased with the quality of the installation, and you experienced signal loss. Additionally, when you contacted DISH Network to obtain the $20.00 credit, the offer was disputed. This led you to disconnect your account. You requested that your early termination fee be waived, and you would like your $50.00 activation fee refunded. When we spoke today, I apologized for your experience. As a courtesy, I offered to waive your early termination fee and refund your $50.00 payment. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. 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 ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]Tell us why here...
December 31, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Mr. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at ###-###-#### on December 23, 28 and 31, 2015, and I left three messages.
You indicated that you filed a damage claim for your TV and that you want it fixed. You prefer this outcome over receiving account credits.
A review of your account reveals that on November 11, 2015, you accepted a $175.00 credit to your DISH Network account. Enclosed is a copy of the settlement letter. Once the letter is signed and returned, the credit will be applied to your account.
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
###-###-####
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
July 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed...
with the Revdex.com.
You said that when you received a copy of your contract it didn't contain your signature. You requested that you be released from your contract and your billing be backdated to March 2015.
When we spoke by phone, I advised you that I will release you from your contract and waive your early termination and box return fees. However, your request for your bill to be backdated is denied. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/24) */
July 23, 2015-
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the Better...
Business Bureau. My attempts to reach you by phone on July 20, 22 and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were quoted a monthly rate of $65.00. You stated that you have made your payments but you have been told that you still have a balance due and you owe for late fees. You would like your contract to be voided, and for the equipment to be picked up.
A review of your DISH Network account reveals that your monthly rate before state and local taxes is $66.61. You have been submitting $65.00 payments, thereby causing a rolling balance. In addition, you have been ordering Pay-Per-View movies and not adjusting your monthly payments accordingly. Also, at the time of your installation, you purchased a Wireless Joey Access Point for $50.00 and have not made a payment for it. Your first payment was not made in full as you paid only $50.00.
I have enclosed copies of all your billing statements and your contract for your records. Your request to have your contract voided and to have the equipment picked up 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Business Response /* (4000, 19, 2015/08/31) */
August 20, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com.
In your rebuttal you expressed concern regarding your:
Contract
Pay-Per-View
Payments
A review of your DISH Network account reveals that I received your rebuttal letter directly from you and I sent a written response. I have enclosed a copy of my response for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Tell us why here...April 5, 2016[redacted]
[redacted]
[redacted] [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On April 5, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.com.You expressed further concern with the advertisement that offered the free DVR service fee. You questioned why you received all portions of the promotion except the free DVR fee. You maintain that the primary phone number listed on the account is [redacted] and that you did not receive my voice messages.As previously advised, the sales call recording from January 20, 2016, reveals that when you mentioned the offer, the sales representative informed you that our promotions had changed, and you were offered the new 3-Year Price Guarantee promotion. Although the offers are similar, the 3-Year Price Guarantee promotion does not include a free DVR fee. However, the guaranteed price is extended for a year.Our records reveal that the primary phone number on the account is [redacted]. I regret that you did not receive the messages that I left.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]
Initial Business Response /[redacted]/
May 8, 2015
Ms. [redacted]
[redacted]
Clintwood, VA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better...
Business Bureau.
You said that when you canceled the service you were told there was no cancellation fee and you requested a refund.
A review of the account shows that Mr. and Mrs. Wesley and Tiffany [redacted] are the DISH Network account holders. They participated in the DISH'n It Up (DIU) equipment upgrade on June 16, 2014, with a 24-month commitment. I have enclosed a copy of the signed DIU agreement for your records.
Since the service was disconnected prior to the promotional fulfillment date, an early termination fee of $170.00 was applied to the account and a payment for the same amount was collected with the qualifying credit card.
Our records reveal that an exception was made on May 6, 2015, and the early termination fee was reversed. A refund of $170.00 was applied to the credit card ending in 1968 on May 7, 2015.
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 (XXX) XXX-XXXX.
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
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 8, 2017, we received your complaint, dated February 6, 2017, filed with the Revdex.com. You stated that you contacted DISH Network on December 4, 2016, to inquire about reducing your bill. You were offered a 2-year price lock and quoted a monthly rate of $79.99. You have been billed at a higher rate and your attempts to correct the matter have been unsuccessful. Additionally, the customer service you experienced did not meet your expectations. You requested that your $79.99 price be honored. When we spoke today, I advised you that I had reviewed the call recording, and the $79.99 price was referenced as the package price. Your additional monthly fees were not discussed. As a courtesy, I offered to provide you with a $17.00 monthly credit for 24 months to match the $79.99 price quote. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted] [redacted]
[redacted]
[redacted]
[redacted]
June 10, 2016 Mr. and Mrs. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You said that you experienced poor customer service from the technician assigned to your account and that a previous technician caused damage to your home. When we spoke, I advised you that I forwarded your concerns to our Corporate Field Resolutions Team and they opened a damage claim to investigate your complaint. In addition, your concerns about the level of customer service you received were forwarded to the appropriate department for internal investigation. We appreciate your feedback concerning your experience. 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]
Hi,I had received a call from a Mr. [redacted] at Dish. The conversation was not a professional one but an accusing one on behalf of Dish. I made it very clear to Mr. [redacted] that the qualify viewing they advertise is not what I had experienced. I explained the periodic viewing events taking place such as: lag in channel changing, when changing from one channel to another everything would shut off, etc... Not the viewing experience I anticipated as advertised by Dish. When I explained this to Mr. [redacted], he said I should have been calling their Service center to fix the problems. My experience with TV vendors since the inception of cable never required calls to service centers to fix issues that should not be happening in the first place, per Mr. [redacted], "it happens with every vendor." So, my perception is that Mr. [redacted] was calling me a lier. I did sign a contract with Dish with the understanding that I would be receiving the quality service as of the implementation and, not having to call their service center for issues arising through out my viewing experience which was very poor. Mr. [redacted] made it very clear that the Revdex.com is just a consumer vendor and not one that Dish adheres or has to answer to. Mr. [redacted] made it very clear that I am liable for the termination fee and that was that. In the meantime, Dish withdrew $520.85 from my checking account after the termination of our contract without my authorization.In my observation of Dish, they are not a professional company that honors their customers but rather, entices them into contracts and then leaves them to deal with a poor viewing experience.Sincerely,[redacted]
June 3, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 2, 2016, we received your complaint, dated June 1, 2016, filed with the Revdex.com. You expressed concern with the collection notice that your mother received for your DISH Network account. You maintain that your mother’s information was attached to your account in error and you requested a refund for the payment that she made. This account was established on July 2, 2010, with a 24-month commitment through Dish Installation Inc., an independent company. Although you were listed as the bill-to person for the account, your mother was listed as the account holder and her personal information was used to establish the service. As a result, the account belongs to her. The balance of $281.68 included an early termination fee of $140.00 and an unpaid service balance of $141.68. When I spoke with you by phone today, I advised you that I made an exception and removed the charges, leaving a zero balance. Our records do not show that a payment was previously received. We will provide a refund once it is received. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
March 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 7, 2016, filed with the Revdex.com. You said that you have an appointment to have the installation reviewed on March 12, 2016. You may contact your claim manager, Mr. [redacted]-Jones, at [redacted], ext. [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: they do not address the issues. I called DISH, they offered to put two discounts on the account-a $5 to cover the increase for 12 mo and a $10 one to put back the expired one. There is some type of block on my account that common business practices are not being allowed to occur on my account but are available for others. I believe I am being discriminated against as others are being allowed these reduced bills. I have also requested many times that my account be reviewed by someone else at DISH as Ms A is clearly unreasonable. I formally request her being removed from any reviews of my account and someone else respond or I will forward all concerns to the president of DISH directly abd reach out to social media.
Sincerely,
[redacted]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You expressed concern with the balance on your DISH Network account. You maintain that you contacted us the same day your service was installed because you were unhappy with the picture quality. You also stated that you were told you could cancel without penalty. You would like the balance removed from your account. Your DISH Network service was initiated on March 11, 2017, with a 24-month commitment. When you contacted us on March 12, 2017, regarding your concerns with your picture, our agent offered to upgrade your equipment. The upgrade was completed on March 13, 2017. Your service was disconnected on April 13, 2017. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. On April 21, 2017, we received a payment of $200.00. This reduced your balance to $317.26. When I spoke with you by phone on August 9, 2017, I advised you that I made an exception and reversed the balance on your account, leaving a zero balance. We appreciate that you brought your customer service and installation concerns to our attention so we may address them internally with the appropriate personnel. 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]
August 29, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to the takedown of your local Fox and CBS channels....
You feel that the early termination fee should be waived. When we spoke by phone, I told you that we will waive your early termination fee of $440.00 and you will have a final balance of $8.84. You advised me that you are satisfied with the resolution. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I never agreed to putting my service on hold, it was cancelled. I asked them to collect their equipment which they didn't. I was extremely disappointed with the service and feel they took advantage of me. I also never gave them permission to access my checking account and take out 2 withdrawals after a year.
September 9, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com. You said you were told that you had a 30-day trial period in which to cancel without penalty. You expressed...
concern regarding ongoing technical issues and you would like to cancel your account without penalty. When we spoke by phone, I explained that you set up your DISH Network account through Alternative Entertainment INC (###-###-####), a retailer of ours. I sent your complaint to them and they provided a response. They indicated that you were told that your HughesNet service carried a 30-day trial period. We also discussed the technical issues you have been experiencing and I agreed to release you from your contract. I told you that you can cancel your account at any time without penalty. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
March 29, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On March 25, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You said you agreed to the monthly programming price of $30.72 and you expressed concern with the increased rate. You received the HBO, Showtime, Starz, and Cinemax channels with the DISH Movie Pack free for three months. When the free trial ended, the regular price was applied. When we spoke today, I advised you that DISH Network bills for service in advance. Therefore, you were billed $60.00 for premium channels for the fourth month of service. Per your request, the channels were removed and a total credit of $60.00 was applied to your account for premium channels on March 18, 2016. The credit covered service rendered from March 27, 2016, through April 26, 2016. A credit balance of $29.28 remains on your account. I submitted a refund of this same amount. Please allow eight weeks for processing. I have enclosed copies of your February and March 2016 billing statements for your records. When you agreed to Credit Card AutoPay (CCA), you authorized DISH Network to collect the full amount due every month. During our conversation, you requested that the CCA be removed from your account. I informed you that if the CCA is removed, the monthly $10.00 CCA credit will no longer be applied. You ended the call before I could confirm that you agreed with this transaction. Therefore, the CCA remains active on your account. If you would like to remove the CCA, please visit www.mydish.com to process your request. 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]
June 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 21, 2017, we received your complaint, dated June 20, 2017, filed with the Revdex.com. You said that you experienced technical issues and when you contacted DISH Network you were offered a free technician visit. You were then charged for the visit. I attempted to reach you at [redacted] on June 26, 27 and 28, 2017, and I left three voicemails. I also emailed you at [redacted] In my last message, I advised you that I waived the $95.00 technician visit fee applied to your account, leaving a balance of $137.44 for service rendered. We sincerely regret any confusion or inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
*
[redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
September 8, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On September 5, 2017, we received your complaint, dated September 4, 2017, filed with the Revdex.com. You expressed concern that you did not receive a $100.00 gift card. You also requested to be released from the early termination fee because you were affected by Hurricane Harvey. You initiated your account through [redacted], an independent retailer. The $100.00 gift card offer was not a DISH Network offer. We received notification from them that they will send it to you. Our records reveal that you were released from the 24-month commitment and the early termination fee was waived on September 4, 2017. I removed the remaining balance of $24.00. When I spoke with you by telephone today, you confirmed that this issue was 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]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 23, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your correspondence, dated September 17, 2015,...
filed with the Revdex.com.
You stated that you purchased your DISH Network service from a Dish One sales representative that came to your residence. You indicated that you were promised the promotional programming and pricing for the 24-month term of your contractual agreement. You have not received the programming you were promised and you are being billed at a higher rate than you agree to. You requested that you be provided the programming and pricing that you were promised.
We requested that Dish One review the recorded sales call. Their review of the call confirmed that you were informed that the price would increase after the first year. Additionally, an email showing the pricing and package information was also sent to the email address you provided.
When we spoke on September 18, 2015, we reviewed your programming and as a courtesy, I agreed to provide you the promotional pricing for the term of your contractual commitment. 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]
March 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. Speed: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network service. You received a reminder call prior to your service installation. The message offered you a $20.00 credit if your technician was late arriving for your installation. Your technician was delayed in completing your installation. You were displeased with the quality of the installation, and you experienced signal loss. Additionally, when you contacted DISH Network to obtain the $20.00 credit, the offer was disputed. This led you to disconnect your account. You requested that your early termination fee be waived, and you would like your $50.00 activation fee refunded. When we spoke today, I apologized for your experience. As a courtesy, I offered to waive your early termination fee and refund your $50.00 payment. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. 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 ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]Tell us why here...
December 31, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Mr. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at ###-###-#### on December 23, 28 and 31, 2015, and I left three messages.
You indicated that you filed a damage claim for your TV and that you want it fixed. You prefer this outcome over receiving account credits.
A review of your account reveals that on November 11, 2015, you accepted a $175.00 credit to your DISH Network account. Enclosed is a copy of the settlement letter. Once the letter is signed and returned, the credit will be applied to your account.
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
###-###-####
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
July 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed...
with the Revdex.com.
You said that when you received a copy of your contract it didn't contain your signature. You requested that you be released from your contract and your billing be backdated to March 2015.
When we spoke by phone, I advised you that I will release you from your contract and waive your early termination and box return fees. However, your request for your bill to be backdated is denied. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/24) */
July 23, 2015-
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the Better...
Business Bureau. My attempts to reach you by phone on July 20, 22 and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were quoted a monthly rate of $65.00. You stated that you have made your payments but you have been told that you still have a balance due and you owe for late fees. You would like your contract to be voided, and for the equipment to be picked up.
A review of your DISH Network account reveals that your monthly rate before state and local taxes is $66.61. You have been submitting $65.00 payments, thereby causing a rolling balance. In addition, you have been ordering Pay-Per-View movies and not adjusting your monthly payments accordingly. Also, at the time of your installation, you purchased a Wireless Joey Access Point for $50.00 and have not made a payment for it. Your first payment was not made in full as you paid only $50.00.
I have enclosed copies of all your billing statements and your contract for your records. Your request to have your contract voided and to have the equipment picked up 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Business Response /* (4000, 19, 2015/08/31) */
August 20, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com.
In your rebuttal you expressed concern regarding your:
Contract
Pay-Per-View
Payments
A review of your DISH Network account reveals that I received your rebuttal letter directly from you and I sent a written response. I have enclosed a copy of my response for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Tell us why here...April 5, 2016[redacted]
[redacted]
[redacted] [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On April 5, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.com.You expressed further concern with the advertisement that offered the free DVR service fee. You questioned why you received all portions of the promotion except the free DVR fee. You maintain that the primary phone number listed on the account is [redacted] and that you did not receive my voice messages.As previously advised, the sales call recording from January 20, 2016, reveals that when you mentioned the offer, the sales representative informed you that our promotions had changed, and you were offered the new 3-Year Price Guarantee promotion. Although the offers are similar, the 3-Year Price Guarantee promotion does not include a free DVR fee. However, the guaranteed price is extended for a year.Our records reveal that the primary phone number on the account is [redacted]. I regret that you did not receive the messages that I left.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]